We’re committed to listening to our customers
Want to make a complaint?
We want to help resolve things and are committed to listening to what you have to say, doing our best to make things right. Leave feedback through our customer support channels. You can find these at the end of this page.
How we handle feedback
You can find these below.
Customer hotline
International calls
Email
Send to:
contact.my@fwd.com
contact.my@fwd.com
By mail
Send to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
Fax
Send to:
+60 3 2710 7800
Customer care
You can also reach out to our customer resolution specialist:
Ms Asma Liyana Jaafar
Tel: +603 2771 7892
Email: asma.liyana@fwd.com
You can find these below.
Customer hotline
International calls
Email
Send to:
contact.my@fwd.com
contact.my@fwd.com
By mail
Send to:
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
FWD Takaful
Level 29, Menara Shell
211 Jalan Tun Sambanthan, Brickfields, 50470 Kuala Lumpur
Fax
Send to:
+60 3 2710 7800
Customer care
You can also reach out to our customer resolution specialist:
Ms Asma Liyana Jaafar
Tel: +603 2771 7892
Email: asma.liyana@fwd.com
Please include the following details with any feedback or complaint:
- Your certificate information if you’re already a customer: i.e. name, certificate number, and NRIC number
- Your preferred contact details (a telephone number and / or email address)
- A summary of your complaint including any important details
- A scan or photocopy of any related documentation
We’ll then get back to you as quickly as possible.
If you disagree with any decisions we make you have the right to take your complaint to one or both of the following:
A. Ombudsman for Financial Services (664393P)
Ombudsman for Financial Services
(664393P)
Level 14, Main Block
Menara Takaful Malaysia
No.4 Jalan Sultan Sulaiman
50000 Kuala Lumpur
Telephone
+60 3 2272 2811
Fax
+60 3 2272 1577
Email
enquiry@ofs.org.my
Website
www.ofs.org.my
B. Bank Negara Malaysia (BNM)
Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Operating hours
9am - 5pm, Mon - Fri
Telephone
1300 88 5465 (1-300-88-LINK)
International calls
+60 3 2174 1717
Fax
+60 3 2174 1515
Email
bnmtelelink@bnm.gov.my
A. Ombudsman for Financial Services (664393P)
Ombudsman for Financial Services
(664393P)
Level 14, Main Block
Menara Takaful Malaysia
No.4 Jalan Sultan Sulaiman
50000 Kuala Lumpur
Telephone
+60 3 2272 2811
Fax
+60 3 2272 1577
enquiry@ofs.org.my
Website
www.ofs.org.my
B. Bank Negara Malaysia (BNM)
Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Operating hours
9am - 5pm, Mon - Fri
Telephone
1300 88 5465 (1-300-88-LINK)
International calls
+60 3 2174 1717
Fax
+60 3 2174 1515
bnmtelelink@bnm.gov.my
A timeline for customer resolutions and feedback
Here’s how we usually work and what you can expect from us.
Giving you a fast response
All feedback will receive a reply - with a suggested resolution, if possible - within 14 days from when we first hear from you.
If we need more time
In the event that we need to investigate further, you’ll still receive an acknowledgment from us (within 14 days) stating the reason for delay. Our aim is to give you a resolution you’ll be happy with, within 30 days.
Ongoing updates
If we’re unable to provide a resolution within 30 days (for example, we need further information) you’ll still receive ongoing updates. Once we have all the information we need, we aim to give you a final resolution within 14 days.
Need help and support?
No problem. These are the different ways you can reach out to us for support.
Start a chat
Fi, our chatbot, is available 24/7.
Visit FWD
©
Copyright 2022 FWD Takaful Berhad. All rights reserved.
FWD Takaful Berhad, Registration No. 200601011780 (731530-M)