Our Service Commitment

Our insurance products are easily accessible via various channels, both physically and virtually, enabling you to obtain information, make purchases, or enquire about our services.


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We offer an active engagement model where you will be made aware of:

• Multi-channel options and accessibility for making purchases and enquiries.
• Where and how to provide feedback, suggestions, and complaints.
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Our physical and engagement channels are available to you to purchase products or make enquiries. You have access to the following:

• An insurance agent locator (not applicable for Life insurance)
• Branch locator
• A list of customer engagement channels, i.e. corporate website, self-service customer web portal, live chat, and call centre.

If we have not met your expectations in any way, please let us know as we hope to address any problems you may have with your insurance policy or our services. We welcome and value any feedback that you may have. 

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For us to resolve any issues quickly, it is important that you provide us with as much information as possible when you contact us.

1. Your full name, policy number (for life and non-motor insurance) or vehicle number (for motor insurance), and NRIC number.
2. Contact details: Your mobile phone number and email address. If you wish to be contacted only during certain hours, please let us know your preferred time between 8.30am to 5.30pm, Monday to Friday (for Generali Life Insurance, between 8.30am to 5.30pm, Monday to Thursday and 8.30am to 5.00pm on Friday).
3. Complaint or feedback information:  Kindly provide the specifics of your complaint/feedback, such as the time occurred, its nature, and the individuals involved.  If you have any supporting documentation, kindly provide it to us as well.

We will strive to assist customers in finding the right products to suit their needs.

1. Knowledgeable and ethical staff are available to serve customers.
2. We ensure that our employees and intermediaries are properly trained on the products and services offered.
3. Training will be provided once a new product is launched, and regular refresher courses will be provided on existing products.
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As we tailor our services and solutions to better protect you, we aim to:

1. Listen to you attentively.
2. Acknowledge and properly understand your needs and preferences.
3. Request requisite information and documents to advise you accordingly and in compliance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.  
4. Provide you with options of suitable products and services that meet your needs while preserving the confidentiality of your information.
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Any options provided to the policyholder shall be explained and offered on an “opt-in basis”, e.g. riders, sharing/using of policyholder’s information for marketing and research purposes.

We have standardised commitments on clear responsibilities, which are outlined in our Client Charter. It covers the following guiding principles:

1. A clear and concise objective of the charter
2. Mission
3. Values that we provide to you, such as fairness, transparency, integrity, ethics, professionalism, and timeliness
4. Efficient and effective communication channels

Walk-in Customers:

• We will ensure to serve you within 10 minutes.
• Simple enquiries will be addressed on the spot.
• Cases requiring further review will receive a response within 3 working days. We will notify you if additional time is needed.
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Enquiries and Complaints via Phone:

• Simple enquiries will be resolved within the first call.
• Cases requiring further review will receive a response within 3 working days. We will notify you if additional time is needed.
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Enquiries and Complaints via Email / Social Media

• We will provide an acknowledgment response within 1 calendar day.
• The acknowledgment will include the expected timeline and any other relevant information.
• For non-complex enquiries, we will respond within 3 working days from the date of receipt.
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Enquiries and Complaints via Letter or Fax

Enquiries will receive a response within 3 working days from the date of receipt for non-complex enquiries.
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We will ensure efficient policy servicing and provide relevant documentation in a timely manner. Here are the details:

1. Customers shall be informed of each step and documentation required to alter, renew, surrender, or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal, etc. as well as the consequence arising from any of these actions.
2. Customers will be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.

Note: The timelines above do not take into account the onboarding process

We will maintain openness and transparency in our dealings, which include:

1. Sharing product related details, such as product features, product disclosure sheets, terms, and conditions, key facts, and exclusions at the point of sale.
2. Disclosing fees, charges (other than premiums), interest (if any), and obligations related to the use of a product or service (e.g., explaining when premiums need to be paid and coverage warranty).
3. Provide an anti-fraud statement highlighting key points to remember, such as the confidentiality of customer information, a free look period of not less than 15 calendar days, and the insurer’s right to reject or accept applications.
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We will ensure consistent and thorough complaints handling:

1. Acknowledge receipt of a complaint within two (2) days from the date of receipt.
2. Address and resolve all complaints within 14 calendar days.
3. For matters requiring further investigation, you will be informed of the progress within 14 calendar days.
4. If the complaint remains unresolved, you will be informed of the progress in the next 14 calendar days thereafter, after every 30 calendar days.
5. If you are dissatisfied with the resolution to your complaint, please inform us. Alternatively, you may refer your complaint to Bank Negara Malaysia (BNM) or the Ombudsman for Financial Services (OFS).
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If you have further queries, please contact us through our communication channels, listed at the end of this page.

We will establish a clear timeline for the claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner. Here are our procedures:

1. Policyholders will be informed of the estimated time required for the claims settlement process and the expected service standard. This information will be made available through various channels (i.e. branches/brochures/call centres/social media/website).
2. We aim to acknowledge your claim request within 7 working days from receipt of claim notification.
3. All claims notifications through agents must reach us within 3 working days, except for crime related claims, which should be notified within 24 hours from the time of loss.
4. If claims require further investigation or if documentation or information is incomplete, customers will be informed within 14 working days from the acknowledgment of the claims.
5. We will state key claims procedures and assign timelines to them, such as appointment of adjuster, claims assessment, etc.
6. Policyholders will receive updates on the progress/decision every 14 working days.
7. In the event of a catastrophe/disaster, where a large number of claims may be received, meeting stipulated timelines may not be possible. In such cases, we will strive to provide updates every 20 working days on the progress.

Note: Claims settlement and timeline for general insurance business are governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices, and general insurers shall operate accordingly.
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To keep our policyholder informed of the next level of escalation if the claims settlement/repudiation is not to his/her satisfaction.

• Policyholders will be provided with available channels to appeal a decision or raise a dispute (i.e. branch/brochures/call centre/website).
• Any letter of rejection/repudiation of any element of a claim and dispute on quantum within the purview of the Financial Ombudsman Scheme must contain the following statement prominently: "Any person who is not satisfied with the decision of the Insurer should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled: ………

Note: for the policyholder who made a claim/report"