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Feedback & Complaints Management Process

We value your feedback and are committed to resolving any concerns in a fair, transparent, and timely manner. To assist us in addressing your feedback or complaint, please provide the details below.

  • Step 1: Tell Us About Your Feedback or Complaint

    To share your feedback or lodge a complaint, please complete the feedback form available on our Contact Us page

  • Step 2: Acknowledgement of Your Feedback or Complaint

    Once we receive your feedback or complaint, we will acknowledge receipt within one business day.

  • Step 3: Resolution

    We strive to address complaints within five (5) business days of receipt. Should further investigation be necessary, we will notify you of the expected timeframe and provide regular updates on the status of your complaint.

    If a final resolution cannot be provided within 30 days, you will receive monthly progress updates until the matter is resolved.

Feedback & Complaints Management Process


  • Further Escalation

If you find that your complaint / feedback was not addressed in a satisfactory manner, you may escalate in writing to:

Complaints Management Unit
QBE Insurance (M) Berhad
No. 638 Level 6, Block B1, Pusat Dagang Setia Jaya, (Leisure Commerce Square)
No. 9 Jalan PJS 8/9, 46150 Petaling Jaya Selangor Darul Ehsan

Or

Email us at: [email protected]
Please provide us with your full name, IC number, telephone or mobile number, email address and the specific nature of your complaint.


  • Redress Channel

If you are not satisfied with the response or the decision of our Company, you may submit your complaint either to:

a) Financial Markets Ombudsman Services

Financial Markets Ombudsman Services is an independent body to help settle disputes between customers and their financial institutions. Before the Financial Markets Ombudsman Services can accept your case, you should first escalate the matter to us to resolve your complaint, dispute or claim. You have six months to forward your complaint to Financial Markets Ombudsman Services from the date of our final reply.

Eligible disputes referred to Financial Markets Ombudsman Services must be within the following monetary thresholds:
(i) Up to RM250,000.00 for disputes on insurance products or services; and
(ii) Up to RM 10,000.00 for disputes on motor third party property damage insurance claims.

Financial Markets Ombudsman Services (FMOS)
(formerly known as Ombudsman for Financial Services)
Company No: 200401025885
Level 14,
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
General Line : +603-2272 2811
Website: www.fmos.org.my


b) Bank Negara Malaysia (BNM)

If the claim decision was made more than six months from the final decision of the insurer and/or the claim amount is above RM 250,000.00, please refer to Jabatan LINK & Pejabat Wilayah, BNMLINK of Bank Negara Malaysia (BNM).

BNMLINK
Bank Negara Malaysia
4th Floor, Podium Bangunan AICB,
No. 10, Jalan Dato’ Onn,
50480 Kuala Lumpur.
e-Link: bnm.gov.my/BNMLINK
Website: www.bnm.gov.my