1. For Life Insurance Medical Repricing queries, contact our Careline team at +603-48133928 from Monday to Friday, 8.30am to 5.15pm (except Public Holiday).

 

2. For General Insurance Medical Repricing queries (Easi Health and Easi HealthCare), contact our Careline team at +603-42598900 from Monday to Friday, 8.30am to 5.15pm (except Public Holiday).

 

2. As part of Bank Negara Malaysia’s (BNM) ongoing efforts to ensure that all Insurance and Takaful industry players uphold their commitments and deliver services as outlined in their Customer Service Charter (CSC), both BNM and the Boards and Management Committees of the Associations (MTA/LIAM/PIAM) have approved the appointment of NielsenIQ Malaysia as the research agency to conduct the Customer Satisfaction Survey (CSS) 2024/25. Please visit our Announcement page for more information.

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Motor Customer Service Charter (MCSC)

We are committed to settle all claims submitted to us in a prompt and fair manner, with the following claims services delivery: -

Type of Claim

Process

Description

Motor Claims

Notification

All claim notifications must reach us within seven (7) working days from the date of loss.

We shall acknowledge receipt and register your claim notification within three (3) working days.

Assessment

Upon receipt of complete claim documents including adjuster’s report, the offer will be made within five (5) working days.
For Theft claim, we shall make reasonable offer within sixty (60) working days from the date of notification of loss subject to receipt of complete claim documents.

If the claim document is incomplete, we shall issue a reminder letter to request for the outstanding documents from you within seven (7) working days from the date of its first request.

If the claim is under investigation, we shall issue letter to update you on the progress within twenty-one (21) working days from the date of the claim notification and at regular intervals thereafter until the matter is resolved.

Payment

We shall issue the payment within seven (7) working days from the date of receipt of the duly signed discharge voucher and/or other relevant documents.

*Cashless Windscreen Claim

Notification

All claim notifications must reach us within seven (7) working days from the date of loss.

We shall acknowledge receipt and register your claim notification within one (1) working day.

Assessment

Upon receipt of complete claim documents, the offer will be made within two (2) working days.

Payment

We shall issue payment within three (3) working days from the date of receipt of the duly signed discharge voucher and/or other relevant documents.

*Subject to the vehicle being sent to our panel repairer for windscreen repair or replacement.

Our commitment to our Policyholders if the motor vehicle is being repaired at our panel repairer: 

  1. Panel repairer will repair the motor vehicle in a timely manner by keeping the motor vehicle in a timely manner by keeping the motor vehicle owner/customer informed of the repair status.
  2. Panel repairer will render the best service possible and in the case of any dispute, provide prompt and amicable solutions.
  3. Panel repairer will provide reasonable warranty for the affected spare parts.
  4. Minimum documents will be required for windscreen repair or replacement.

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