AIA’s Feedback & Complaints Handling Procedures

We want to excel by serving you better, exceeding your expectations and by continuously improving our services.

Should you have any feedback and/or complaint in relation to our products and services, be rest assured that it will be handled with utmost care and urgency by our dedicated Customer Relations unit. We will review your feedback and/or complaints within the stipulated time. As for complaints, it will be handled and resolved diligently in a fair and consistent manner. You will be kept abreast on the status of your feedback and/or complaints via an acknowledgement reply within two (2) working days. We will follow up and issue our resolution letter within fourteen (14) workings days from the receipt date of your complaint. However, for complex and specialized cases which may require more than 14 working days to complete, a notice of extended time required will be sent to you.

To seek assistance with your feedback and/or complaints, you may proceed with any of the following:

• Speak to our Customer Service Representatives at any of the AIA offices nearest to you
• Call our Customer Service at the local toll free number 1-300-88-1899
• Complete the Customer’s Feedback and/or Complaints form available below (online) & click send
• Send us an email via my.customer@aia.com
• Write to us – you may print the Feedback and/or Complaints Handling brochure , fill it up and send to:

The Manager
Customer Relations Unit
American International Assurance Bhd.
Level 7, Menara AIA
99, Jalan Ampang
50450 Kuala Lumpur.

If your complaint is not resolved satisfactorily, you may submit your complaint to either the Financial Mediation Bureau (FMB) within 6 months from the date of our Company’s final decision or to Bank Negara Malaysia (BNM) based on the following conditions:
a) Complaint referred to FMB involving claims shall not exceed RM 100,000 or RM 200,000 for motor and fire insurance.
or
b) Complaint referred to BNM involving claims shall not exceed RM 500,000, or other matters relating to the quality of service and unfair claim handling.

The following are the contact details for FMB and BNM.

Visit BNMLINK Customer Service Center at Block D, Bank Negara Malaysia, Jalan Dato’ Onn, 50480 Kuala Lumpur.