Our Service Commitment

Generali Insurance Malaysia Berhad’s Claims Customer Service Charter outlines our commitment to delivering high standards of service for both motor and non-motor claims to our customers at all times.



We are also dedicated to providing a clear and supportive process for customers (“You”) when selecting repairers for vehicle repairs.



We are focused on establishing a clear and efficient timeline for our claims settlement process, aiming to resolve all claims within the specified timeframe while ensuring transparency throughout the procedure.

1. We will notify you of the estimated timeline for the claims settlement process and the expected service standards. This information will be disseminated through various channels, including branches, brochures, Customer Service centre, social media, and our website.
2. We strive to acknowledge your claim request within three (3) working days of receiving the claim notification.If the claim documentation is incomplete or additional investigation is required, we will notify you within seven (7) working days of acknowledging your claim.
3. We will advise you on the key claim procedures and timelines*, including:
   • appointment of an adjuster within five (5) working days
   • claim approval within five (5) working days after completing the assessment
   • theft claims approval within sixty (60) working days from date of the notification
4. Our authorised panel workshop will complete the repair works within fifteen (15) working days from the date of approval of the repair estimates except for exceptional circumstances, such as extensive damage to the vehicle or non-availability of parts.
5. For claims that require further investigation, you will receive updates on the progress/ decision every twenty-one (21) working days.
6. We will provide you with updates at the time of claim registration, upon approval of your claim, and upon completion of repairs (for Own Damage claims).
7. For any unsatisfactory repairs, we will perform reinspection of vehicle within five (5) working days from the date reported.
8. Claims payments will be processed within seven (7) working days from the date of receipt of the acceptance of the offer and all relevant documents.
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We will notify you of the next level of escalation if the claims settlement/ repudiation is not to your satisfaction:

• We will provide you with the available channels to appeal a decision or raise a dispute (i.e. branch/ brochures/ Customer Service centre/ website).
• If you are not satisfied with our decision, please refer your dispute to the Financial Markets Ombudsman Services (“FMOS”) within 6 months from the date of our final decision. The procedure for lodging a dispute with FMOS is available at www.fmos.org.my.

*Note:

1. Claims settlement and timeline for general insurance business are governed by Bank Negara Malaysia’s Policy Document on Claims Settlement Practices, and general insurers shall operate accordingly.
2. The timeline stated above are subject to submission of complete, accurate information and relevant documents received by us.
3. We will advise you on the key claim procedures and timelines. Customers with GeneraliMY App can track the progress of repair.
4. We will display this Claims Customer Service Charter at all branches and websites.

1. We will notify you of the estimated timeline for the claims settlement process and the expected service standards. This information will be disseminated through various channels, including branches, brochures, Customer Service Centre, social media, and our website.
2. We strive to acknowledge your claim request within seven (7) working days of receiving the claim notification.
3. If the claim documentation is incomplete or additional investigation is required, we will notify you within seven (7) working days of acknowledging your claim.
4. For claims that require further investigation, you will receive updates on the progress/ decision every twenty-one (21) working days.
5. Claims decision will be provided within seven (7) working days from receipt of final assessor report.
6. Claims payments will be processed within fourteen (14) working days from the date of receipt of the acceptance of the offer and all relevant documents.
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 21 working days on the progress.
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We will notify you of the next level of escalation if the claims settlement/ repudiation is not to your satisfaction:

• We will provide you with the available channels to appeal a decision or raise a dispute (i.e. branch/ brochures/ Customer Service Centre/ website).
• If you are not satisfied with our decision, please refer your dispute to the Financial Markets Ombudsman Services (FMOS) within 6 months from the date of our final decision. The procedure for lodging a dispute with FMOS is available at www.fmos.org.my.

Note:

1. Only applicable to non-motor personal lines claims
2. Claims settlement and timeline for general insurance business are governed by Bank Negara Malaysia’s Policy Document on Claims Settlement Practices, and general insurers shall operate accordingly.
3. The timeline stated above are subject to submission of complete, accurate information and relevant documents received by us.
4. We will display this Claims Customer Service Charter at all branches and websites.

GLIMB’s Customer Claim Charter outlines our commitment to delivering high standards of service for life insurance claims to our customers at all times. We provide a clear and supportive process for customers (“You”). Our focus is establishing a clear and efficient timeline for our claims settlement process, aiming to resolve it within the specified timeframe while ensuring transparency throughout the procedure.

Claims Notification

1. We strive to acknowledge your claim request within seven (7) working days after receiving the claim notification.
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‍Claims Assessment

1. If the claim documentation is incomplete or if additional investigation is required, we will notify you within fourteen (14) working days after acknowledging your claim.
2. Claims decision & payments will be processed within fourteen (14) working days from the date of receipt of the acceptance of the offer and all relevant documents.
   ‍

We will notify you of the next level of escalation if the claims settlement/repudiation is not to your satisfaction

• We will provide you with the available channels to appeal a decision or raise a dispute (i.e. branch/brochures/Customer Service Centre/ website).
• If you are not satisfied with our decision, please refer your dispute to the Financial Markets Ombudsman Services (FMOS) within six (6) months from the date of our final decision. The procedure for lodging a dispute with FMOS is at www.fmos.org.my