Feedback & Complaints Management Process

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We are committed to resolve your feedback or complaint as efficiently and equitably as possible. To help us expedite a resolution, please provide us with details of your feedback or complaint.

Step 1

Feedback / Complaint Details

You may submit your feedback via our feedback form via the Online Feedback Form page.

Step 2

Acknowledgement of Feedback / Complaint

Your feedback or complaint will be acknowledged within one business day upon receipt.

Step 3

Resolution

Upon receipt of your complaint, we shall respond within 14 days. However if the complaint requires further investigation, you will be notified of the extended timeframe within which a decision can be made or progress updates can be given. Where a decision cannot be made within 30 days, a progress update will be given on a monthly basis until the issue is resolved. 

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
Liberty General Insurance Berhad
Liberty Insurance Tower,
CT9, Pavilion Damansara Heights,
3, Jalan Damanlela,
Pusat Bandar Damansara,
50490 Kuala Lumpur.

Or

Email us at: customer@libertyinsurance.com.my

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) Ombudsman for Financial Services (OFS) [Formerly known as Financial Mediation Bureau]
OFS is an independent body to help settle disputes between customers and their financial institutions. Before the OFS 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 OFS from the date of our final reply.

Eligible disputes referred to OFS 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.

Ombudsman for Financial Services (Formerly known as Financial Mediation Bureau)

14th Floor, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur ​
Tel : +603-2272 2811
Fax : +603-2272 1577
Website: www.ofs.org.my
E-mail: enquiry@ofs.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 (Laman Informasi Nasihat dan Khidmat)

Bank Negara Malaysia
4th Floor, Podium Bangunan AICB,
No. 10, Jalan Dato’ Onn,
50480 Kuala Lumpur.

Tel. No.: 03-2698 8044 (General Line) / 1-300-88-5465 (BNMLINK)

Fax No.: 03-2174 1515

e-Link: bnmlink.bnm.gov.my

Email address: bnmlink@bnm.gov.my

Website: www.bnm.gov.my