How to make a Complaint

You can register a complaint via

1. Calling the toll free phone line at 1300888990 or the general line at 0326199000
2. Fax 03-2693 2893
3. E-mail Customer Care: customercare@libertyinsurance.com.my
4. Liberty Insurance Branch Offices 
5. Writing to us Customer Care - Complaints Unit
   Liberty Insurance Berhad,
   10th Floor, Menara Liberty
   1008, Jalan Sultan Ismail
   50250 Kuala Lumpur
6. Using the Online Feedback form

As soon as we receive your complaint we will take all possible steps to resolve it. You will receive a response to your complaint within 10 working days.

We strive to provide a consistently high standard of service at all times. We recognize that occasionally mistakes or misunderstandings may occur. If this is the case, we realize that you will want to let us know and may wish to make a complaint.

If you make a complaint we will make sure that your concerns are addressed as quickly as possible.

If you are not satisfied with our response to your complaint, you may wish to have the matter reviewed by The Financial Mediation Bureau (FMB) or Biro Pengantaraan Kewangan (BPK) at tel: 0322722811 or fax: 03-2274 5752

Any policyholder who is not satisfied with the decision of an insurance company may write to the FMB, giving details of the dispute, the name of the insurance company and the policy number. Copies of the correspondence between the policyholder and the insurance company must be submitted to facilitate FMB’s reference.

An award of the FMB is binding on the Company. The policyholder can choose to accept or not. Acceptance is acknowledged only if it is in writing within 14 days of the decision. The Company shall settle the award within 30 days of policyholder’s acceptance. But if the policyholder is not satisfied, he/she can reject the FMB’s decision and pursue alternative legal recourse instead. There is no fee charged for FMB services:-

Financial Mediation Bureau
Level 25, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur.

Any policyholder who is not satisfied with the conduct of an insurance company may in the alternative, write to the Complaints Management & Advisory Unit (Insurance) of Bank Negara Malaysia (BNM) at tel: 0326988044 or fax: 03-2693 4051, giving details of the complaint, the name of the insurance company and the policy number or the claim number. Documentary support should be provided to facilitate reference at:-

Bank Negara Malaysia
Complaints Management & Advisory Unit (Insurance)
LINK & Regional Office
Floor 13C, Jalan Dato' Onn
50480 Kuala Lumpur