Getting Your Issues Resolved

Have any question or feedback? Our Customer Service consultants are more than happy and ready to help.

1. Talk to Us and We'll Do Our Best to Help

Let us understand your concerns by speaking to our Customer Service consultants, and we’ll do everything we possibly can to help.

Call us at 1 300 22 6262 (Local)

2. File a Complaint If the Issue Remains Unresolved

In the event that you do not receive the support you expect from our Customer Service consultants, kindly raise the issue to one of our Complaints Unit personnel (more info below).

Depending on the issue, you may be asked to file a written complaint. Our Complaints Unit will take responsibility to review and process your case fairly and objectively.

3. Request for Further Investigation If Necessary

For claim-related issues, you may request for an official “final decision” letter from us if you’re not satisfied with our review and/or final verdict.

Submit a formal complaint to the Ombudsman for Financial Services or Bank Negara Malaysia (more info below).

Where to Redress Your Complaints

FWD Insurance Complaints Unit

To provide you with the best possible service, it would be great if you can provide us with the following information when you contact us:

Policy Information:

Your name
Policy no. or policy details

Contact Details
Your preferred contact no.

Enquiry / Complaint Details
e.g. what is your enquiry / complaint about, what happened, etc. If you have any additional information or evidence to supplement your enquiry / complaint, kindly provide it to us as well

Please address your complaint to one of the following personnel:

Edwin Phua
1-300-22-6262
Nur 'Atiqah Zabidi
1-300-22-6262
Siti Norizan Mohd Kamel
1-300-22-6262

Email: ask@fwd.com

Ombudsman for Financial Services (OFS)

OFS is an independent and impartial organisation set up to help settle financial disputes between all local financial service providers (licensed or approved by Bank Negara Malaysia) and their customers.

Before lodging any dispute with OFS, you (the complainant) must first refer your dispute to FWD Insurance with a view to finding an amicable settlement.

All disputes must be lodged:
1. Within six (6) months from the date of FWD Insurance’s final decision (repudiation/offer letter).
2. After 60 calendar days from the date of the dispute was first referred to FWD Insurance in respect of which no response has been received from FWD Insurance.
OFS will consider disputes within the limit of RM250,000 and within the limit of RM25,000 for a dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internet banking, mobile banking, telephone banking or unauthorised use of cheque.

Please lodge your formal complaint to OFS via one of the following channels:

Mail / Walk-in
Chief Executive Officer
Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel
+603 2272 2811
Fax
+603 2174 1515
Online
telelink.bnm.gov.my

Bank Negara Malaysia (BNM)

You can also redress your complaints via BNMLINK / TELELINK, BNM’s main point of contact with the general public on all matters related to the financial sector.

Please note that you must complete the “Insurance Complaints Form” (available on bnm.gov.my)

BNM LINK / TELELINK will not handle complaints involving claims exceeding RM500,000 (unless the complaint is on low-quality service and/or unfair claim hearing)

BNM LINK / TELELINK will not consider complaints which:
Mail
Contact Centre (BNMTELELINK)
Laman Informasi, Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Walk-in
Unit Pengurusan Aduan dan Khidmat Nasihat
Laman Informasi, Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
Ground Floor, Block D
Jalan Dato’ Onn
50480 Kuala Lumpur
Tel
1300 88 5465 (Local)
Fax
+603 2174 1515
Online
telelink.bnm.gov.my