Consumer Services

Complaints Action Bureau/Financial Mediation Bureau
The PIAM Complaints Action Bureau (CAB) was set up by the Association to assist consumers in resolving their complaints on insurance matters. The CAB receives complaints from policyholders and third parties in writing, by telephone or complainants can come directly to the CAB Secretariat. Complaints lodged by consumers in the newspapers are also monitored and the Association responds to these complaints to resolve the grievances of the complainants. A designated e-mail address to the CAB, complaints_action_bureau@piam.org.my is listed on the PIAM’s website for consumers to contact the CAB.

In instances where complaints cannot be resolved at CAB or company level, complainants may be recommended to refer their cases to the Financial Mediation Bureau (FMB) for deliberation. The FMB is an independent body set up to settle disputes involving services provided by insurers who are its members. The FMB provides a free, fast, convenient and efficient avenue for dispute resolution as an alternative to the courts.

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