Tips No. 2 on General Insurance Claims Handling

REFERRING YOUR CASE TO FINANCIAL MEDIATION BUREAU (FMB)


INTRODUCTION

The FMB is an independent body that prvides you with a fast, convenient and efficient avenue to refer your compalints, disputes or claims for resolution as an alternative to the courts and the services of the FMB is offered free of charge.

WHEN TO REFER YOUR CASE TO THE FMB

Before the FMB can take your case, you should first lodge a complaint with your Insurer and try to resolve your complaint, dispute or claim with them.

If your compliant, dispute or claim cannot be resolved or you are not satisfaied with the final response given to you by your Insurer, you can refer your case to FMB.

You need to submit your case to FMB within 6 months of receiving a final decision from your Insurer.

HOW TO REFER YOUR CASE TO THE FMB

You can go personally to the FMB or write to the FMB by stating briefly the nature of your complaint, dispute or claim together with a copy of the relevant correspondence from your Insurer, including a copy of the letter conveying the final decision.

You also need to complete a standard form prepared by the FMB that will authorise your Insurer to disclose any confidential financial information related to the case to FMB.

SCOPE OF SERVICES

All complaints, disputes and claims other than those listed in the exclusions of the policy. This will include:

• All Life Insurance/ Family Takaful Claims
• All General Insurance/ General Takaful Claims
• Other Banking and Financial Related

For complaints, disputes or claims involving a financial loss, the amount claimed should not exceed the followings:

•  Motor and Fire Insurance/takaful up to RM200,000.00
• Third Party Property Damage Claims up to RM5,000.00
• Others up to RM100,000.00

The FMB will investigate the complaint, dispute or claim based on the facts presented objectively. The FMB may conduct an interview with you or together with your Insurer, through a mediation process to resolve the case. the FMB will then make a decision based on its own assessment taking into account the law and industry practices. The decision of the FMB is binding on the Insurer but not on you.

You can choose to accept or reject the decision of the FMB. If you do not accept, the decision is deemed cancelled and you are free to take any other steps in respect of the compliant, dispute or claim, including legal proceeding. However if you do accept the FMB's decision, you mat lose your right to proceed with the legal action against the Insurer concerned.

The mediation process are deemed to be a "without prejudice proceeding". The decision of the FMB or any part thereof relating to the findings or facts and expressions of views or opinion shall not be discussed in any subsequent court proceedings or arbitration

FURTHER INFORMATION

If you need more information, please contact the FMB at the followings address:

The Financial Mediation Bureau
Level 25,
No.4, Jalan Sultan Sulaiman,
5000, Kuala Lumpur

Telephone: 03-2272 2811
Fax: 03-2274 5752
Website: http://www.fmb.org.my/