Customer Service Charter

Liberty General Insurance Berhad is committed in pursuit of delivering an exceptional service experience to our internal and external customers in tandem with our values as below:

Customer Service Charter

We are aligned and supportive with initiative by Bank Negara Malaysia along with PIAM, LIAM and MTA, that formalized the industry’s Customer Service Charter especially for the Malaysian Insurance and Takaful industry at large through 4 key pillars, namely:

Charter Steps
Better Engagement & Improved Services

Our Commitment

We will make insurance products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.

Our Service Level

We offer an active engagement model wherein a customer is aware of:

corporation Multi-channel options and accessibility for making purchases and enquiries.
helpdesk Where and how to provide feedback, suggestions and complaints.


Reinforce that insurance is easily accessible via various channels, physically and virtually.

channels Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.
agents Customers have access to the following:
  1. An insurance agent locator.
  2. List of customer engagement channels, i.e. corporate website, self-service portal, contact centre and social media.
  Note: Channel availability may vary from time to time, and customers will be informed accordingly.


Customers are provided with available channels to provide feedback and suggestions via:

assistance Emergency Roadside Assistance Hotline: 1 800 88 5005
Customer Service Hotline: 1 300 888 990



Liberty Insurance Tower,
CT9, Pavilion Damansara Heights,
3, Jalan Damanlela,
Pusat Bandar Damansara,
50490 Kuala Lumpur

participation Corporate Website and Self Service Portal

email Branch Locator

email Email

Note: The Insurer will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.