Joint Press Statement on Healthcare Partners Protocol & Solutions Committee (HPPSC) Launches and Spearheading Key Initiatives to Enhance Communication, Operational Efficiency and Customer Experience in Malaysia’s Healthcare Ecosystem
19 June 2026, Kuala Lumpur - The Healthcare Partners Protocol & Solutions Committee (HPPSC) implemented two initiatives* and continues to drive a series of strategic initiatives aimed at enhancing a seamless communication and improving operational efficiency among doctors, hospitals, insurers and takaful operators (ITOs), enhancing the overall customer experience across the healthcare ecosystem.
Key Initiatives by HPPSC
- Improving Communication Between Medical Practitioners and ITOs
To facilitate more efficient and timely medical and health insurance and takaful (MHIT) claims for patients, the HPPSC has recommended for the establishment of a dedicated “doctor-to-doctor” hotline by ITOs. In response to this recommendation, the hotline was implemented and has been operational since 30 April 2026 to support and address claims enquiries, as well as enable direct discussions between medical practitioners and the medical advisory team at ITOs. Such discussions are often necessary to understand case-specific matters such as treatment pathways and the use of new technologies or drugs.
*https://www.liam.org.my/news/press_details.aspx?ps=11166&ct=3,
This initiative is expected to strengthen communication, improve mutual understanding and support better coordination between medical practitioners and ITOs. This is intended to result in faster resolution of claims queries that will lead to better patient care and treatment decisions.
- Enhancing Transparency in Panelling and Review Processes for Cashless Facility
The HPPSC has established a transparent and streamlined governance framework to support the panelling review and appeal processes relating to healthcare providers participating in cashless facility arrangements under MHIT products. The framework establishes a structured panelling review and appeal processes with clear guiding principles to promote fair and impartial assessment, continuous engagement, consistent decision-making and ongoing oversight. This initiative aims to strengthen confidence while improving governance and stakeholder engagement to promote prudent healthcare spending, strengthen governance, and enhance the overall integrity and sustainability of the MHIT ecosystem.
- Improving MHIT Claims Management Operational Efficiency
As part of ongoing efforts to improve operational efficiency and consistency in claims management, the HPPSC is undertaking several initiatives relating to clinical protocols and policy coverage.
These initiatives include:
(a) Claims Management Processes
Developing processes to guide ITOs in managing clinical queries involving treatments recommended by medical practitioners that may not be directly aligned with or covered under existing Clinical Practice Guidelines (CPGs) issued by MOH through Malaysian Health Technology Assessment Section (MaHTAS).
(b) Best Practices for Emerging Medical Technologies and Treatments
Developing best practices recommendations to support ITOs in assessing and determining MHIT coverage for new procedures, diagnostics, treatments and medicines, including emerging medical technologies such as robotic surgery, genetic testing and new cancer therapies.
(c) Cancer Drug List Alignment and Awareness
Endorsing a cancer drug list developed in alignment with the MOH’s prescribed formulary prior to publication by MOH (NPRA). This initiative is intended to ensure healthcare providers remain updated on the MOH’s current prescribed cancer drug formulary.
The above initiatives will also include:
- Collaboration with the MOH, hospitals, treating specialists and relevant medical associations to facilitate alignment and resolution; and
- The implementation of mechanisms to disseminate outcomes, protocols and solutions arising from such engagements to all ITOs to promote greater consistency in application.
4. Streamlining the Guarantee Letter (GL) Issuance Process
HPPSC will work towards simplifying and improving the Guarantee Letter (GL) issuance process to support timely issuance and more effective communication between ITOs, TPAs, medical practitioners and hospitals.
This initiative aims to reduce administrative inefficiencies, improve coordination among stakeholders and enhance patients’ overall experience during hospital admissions and treatment.
The initiatives undertaken by HPPSC reflect the Committee’s ongoing commitment to fostering greater collaboration, transparency and operational efficiency across the healthcare ecosystem.
Commenting on the progress and significance of these initiatives, the Co-Chairs of HPPSC shared the following:
Chief Executive Officer of LIAM, Mark O’Dell said “HPPSC reflects what can be achieved when all stakeholders across the healthcare ecosystem come together with a shared purpose. These initiatives are designed to strengthen communication, improve operational efficiency and enhance transparency, ultimately benefiting patients and policyholders. As healthcare needs continue to evolve, it is important that insurers, takaful operators, healthcare providers and regulators work collaboratively to develop practical and sustainable solutions that support timely access to care while ensuring the long-term affordability and sustainability of medical and health insurance and takaful coverage for Malaysians.”
Dr Gunalan Palari @ Arumugam Palari of Malaysia Medical Association added “Effective patient care depends on strong collaboration and mutual understanding among all parties involved in the healthcare journey. Through HPPSC, we have established a constructive platform that enables healthcare providers and healthcare financiers to address operational challenges, improve communication and develop solutions that support better clinical and patient outcomes. The implementation of initiatives such as the “doctor-to-doctor” hotline demonstrates our collective commitment to ensuring patients receive timely, appropriate and coordinated care.”
Commitment to Continued Collaboration
The Malaysian Medical Association (MMA), Association of Private Hospitals of Malaysia (APHM), Life Insurance Association (LIAM), Malaysian Takaful Association (MTA), and General Insurance Association of Malaysia (PIAM) reaffirm their commitment to constructive collaboration and continuous engagement in strengthening the sustainability, transparency and efficiency of Malaysia’s healthcare financing ecosystem.
The HPPSC will continue to serve as a platform for practical problem-solving, constructive engagement and industry collaboration in support of better healthcare access and patient outcomes for all Malaysians.
The Committee brings together representatives from healthcare providers and healthcare financing stakeholders, including MMA, APHM, insurers and takaful operators (ITOs), as well as third-party administrators (TPAs), with observers from the Ministry of Health (MOH) and Bank Negara Malaysia (BNM). It is co-chaired by MMA and LIAM, with the support of PIAM and MTA, reflecting a shared commitment to collaborative solutions.
Issued jointly by:
- Malaysian Medical Association (MMA)
- Association of Private Hospitals Malaysia (APHM)
- Life Insurance Association of Malaysia (LIAM)
- Malaysian Takaful Association (MTA)
- Persatuan Insurans Am Malaysia (PIAM)
