Insurance Complaints & Mediation

PIAM INFORMATION CENTRE (PIC) & OMBUDSMAN FOR FINANCIAL SERVICES (OFS)

PIAM Information Centre (PIC) assists to resolve any consumer enquiries/ feedback/ complaints on insurance matters and other matters under PIAM’s purview.

We can be contacted directly either by email, telephone, fax or letter.

For general enquiries or comments, please send your emails to pic@piam.org.my.

While we greatly value your feedback and comments, please do note that due to the volume of enquiries that we receive, we may not be able to respond immediately. Nevertheless, we endeavour to reply to queries within five working days.

Contact us at:

Level 3, Wisma PIAM
150 Jalan Tun Sambanthan
50470 Kuala Lumpur
Tel: (03) 2274 7395/9
Fax: (03) 2274 5910
Email: pic@piam.org.my

In instances when the enquiries/ feedback/ complaints remain unresolved, you may refer your enquiries/ feedback/ complaints to the Ombudsman for Financial Services.

Ombudsman for Financial Services (OFS) is located at:
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

Tel : (03) 2272 2811
Fax : (03) 2272 1577

Points to remember

When making complaints to either the Ombudsman for Financial Services or to PIAM Information Centre (PIC), you can ask for your complaint to be investigated into if:

  • your insurance policy is with a company which is a member of the PIAM or the Ombudsman for Financial Services (OFS). All PIAM members are members of OFS.
  • you and your insurer have failed to reach agreement and it is within six months of the final decision of the senior management.
  • you have not started legal proceedings.

Should you be dissatisfied with the response from the senior management of the insurer, you may write in to PIAM/OFS with relevant information and documents for their consideration to conduct an investigation.