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    • AIA General Berhad’s (AIAGB) Commitment to Enhancing Public Trust in Motor Claims and Repairs

    Bank Negara Malaysia (BNM) has issued the Insurers and Takaful Operators-Repairers Code of Conduct, hereinafter referred to as the Code, effective from 2 January 2025. In light of this issuance, AIAGB is committed to aligning with the objectives of the Code, to fostering public trust and confidence in the handling of motor claims.

    The Code is a collaborative effort involving general insurers and takaful operators (GITOs), repairers and industry associations such as Persatuan Insurans Am Malaysia (PIAM), Malaysian Takaful Association (MTA) and the Federation of Automobile Workshop Owners’ Association of Malaysia (FAWOAM).  It incorporated inputs from the relevant authorities such as Malaysia Competition Commission (MyCC), Road Transport Department Malaysia (Jabatan Pengangkutan Jalan, JPJ) and Malaysia Automotive Robotics and IoT Institute (MARii).

    The Code sets out the minimum standards that GITOs and repairers must comply with when handling matters pertaining to motor claims settlements. At AIAGB, the participation in the Code is on voluntary basis for our repairers. Repairers who voluntarily sign up to become participants of the Code must agree to comply with the minimum standards of the Code.

    We are committed to ensure disputes between insurers and repairers are resolved in a fairly, transparently and in a timely manner by establishing a dedicated Internal Dispute Resolution (IDR) process in AIAGB.

    We will continue to collaborate with the relevant industry bodies and committees to ensure the Code remains relevant and serves its purpose in promoting a fair and transparent motor claims process.

    For more information, refer to the full Code of Conduct below:

    Insurers and Takaful Operators-Repairers Code of Conduct

    Policy Document on Claims Settlement Practices

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    AIA Malaysia
    Menara AIA, 99, Jalan Ampang,
    50450 Kuala Lumpur
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    1300-88-1899
    For Overseas Customers
    603 2056 1111
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    1300-88-8922
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    1300-88-1899
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    1300-22-7771
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    AIA Malaysia
    Menara AIA, 99, Jalan Ampang,
    50450 Kuala Lumpur
    AIA Bhd.
    1300-88-1899
    For Overseas Customers
    603 2056 1111
    AIA PUBLIC Takaful Bhd.
    1300-88-8922
    AIA General Berhad
    1300-88-1899
    AIA Pension and Asset Management Sdn. Bhd.
    1300-22-7771
    AIA Roadside Assist
    1-800-88-8733
    www.aia.com.my/roadsideAssist
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