Introduction

Our vision "To be the most reliable partner, always delivering in moments of truth" drives our commitment to serve. As part of a world leading insurance group, we pride ourselves to work in partnership with you to provide insurance solutions from A-Z. At Allianz, it is our utmost priority to be customer focused and to provide a high level of service standard to all our customers. We are committed to providing efficient and effective services to all our customers. We believe our success depends on exceeding the expectations of our customers.

Contact Us

Allianz is committed to providing high standards of service delivery to all of its customers. We aim to be open, honest and easy to deal with. However, we recognise that issues do sometimes arise and in accordance with good practice, we have set out in this document the steps that you should take in the event that you are dissatisfied with any aspect of our service. Your views on our service delivery and products are very important to us and we are particularly keen to receive feedback from you.

We are also keen to hear if you feel we have exceeded your expectations. If you have been pleased with the service we have provided to you, we would very much welcome your kind comments. To provide us your feedback or to file a complaint, you can reach us by the following methods:

  • Website: www.allianz.com.my
  • E-mail: customer.service@allianz.com.my
  • Toll Free: 1-300-88-1028 available from 8.45 am to 5.45 pm, Mondays to Fridays
  • Fax: 603-2264 0602


Or write to us at the following address, simply indicating whether the subject matter concerns Allianz General Insurance Company (Malaysia) Berhad or Allianz Life Insurance Malaysia Berhad:

Customer Service Center
Allianz Arena, Ground Floor, Block 2A, Plaza Sentral
Jalan Stesen Sentral 5, Kuala Lumpur Sentral
50470 Kuala Lumpur

In order for us to handle your feedback or complaint effectively, it is important that you give us as much information as possible.
  • Policy Information - Your name, policy number, identity card number, vehicle registration number, correspondences reference number (where applicable), etc.
  • Contact Details -Your mobile phone number or alternative contact numbers for us to reach you (house number, alternate mobile phone number, email, etc).
  • Complaint Information – You should set out the nature and details of your concerns and copies of any relevant information and correspondence.

    Once we receive this information, we will be able to investigate your complaint and work towards a resolution. We will confirm the receipt of your complaint via an acknowledgement within two (2) working days. We aim to resolve the issue within fourteen (14) working days from the date of receipt of your complaint. However, for complex cases which may require more time, a notice of the extended time required will be sent to you.

    In the event that we are unable to resolve your concerns to your satisfaction, you may pursue the matter with:
  • Ombudsman for Financial Services (664393P)
    (formerly known as Financial Mediation Bureau)
    Level 14, Main Block, Menara Takaful Malaysia
    No. 4, Jalan Sultan Sulaiman
    50000 Kuala Lumpur
    Tel: 603-2272 2811 Fax: 603-2274 5752
    Email: enquiry@ofs.org.my
    Website: www.ofs.org.my Tel: 603-2272 2811 Fax: 603-2274 5752
     
  • Bank Negara Malaysia (BNM)
    Laman Informasi Nasihat dan Khidmat
    Ground Floor, Block C
    Jalan Dato’ Onn
    50480 Kuala Lumpur
    Toll free: 1 -300- 88 -5465 Fax: 603-2174 1515
    Email: bnmtelelink@bnm.gov.my

 

Our Service Delivery Standards

Our standards of service delivery to you, our customers are set out below:

  • Responding to your Enquiries

All Enquiries

Turnaround Time

1. Walk-in

  • Customers will be served within 15 minutes on their arrival at the customer service desk.
 
  • Enquiries that do not require follow-up will be resolved during the visit. Enquiries that require follow-up will be resolved within 3 working days.

2. Phone

  • Phone calls are to be answered within 30 seconds.
 
  • Enquiries that do not require follow-up will be resolved during the first call. Enquiries that require follow-up will be resolved within 3 working days.

3. Email, letter and fax

  • We will confirm the receipt of enquiries via email, letter or fax within 2 working days.
 
  • Enquiries that do not require follow-up will be resolved within 2 working days. Enquiries that require follow-up will be resolved within 3 working days.

 

  • Policy Servicing

Life & Health

Requirement

Turnaround Time

Policy Issuance

Insurance premium paid. Full and complete documentation (non-medical and without pre-existing health impairment).

For standard cases, policies will be issued within 6 working days. If additional information is required, a letter advising the information needed will be sent out within the same time frame.

Policy Benefit

Existing Allianz policies.

Renewal notices will be issued 20 working days before premium due date. Premium revision notice will be sent out 20 days before premium revision due. Policy maturity notice will be sent out 1 month prior to maturity date.

Policy Management (change request, endorsement)

Submit completed documents for policy changes request.

  • For standard cases, endorsement will be issued within 4 working days.
   
  • Policy endorsement requests non-premium related shall be approved within the same day.

Non Life

Requirement

Turnaround Time

Policy Issuance

Insurance premium paid. Complete documentation.

  • Motor policies will be issued immediately at the point of sale.
   
  • With complete documentations, Non Motor retail policies will be issued within 10 working days.

Renewal Notices

Existing Allianz policies.

Renewal notices will be issued 30 working days before expiry of existing policy.

  • Claims Handling

Life & Health

Requirement

Turnaround Time

Settlement of Claims

Claims must be submitted within 30 days from date of incident together with supporting documents as indicated in respective claim forms. The forms can be printed out from Allianz website.

  • All claims notified to us will be registered within 2 working days.
   
  • Clean claims with complete claim documentations will be settled within 7 working days.

Non Life

Requirement

Turnaround Time

Settlement of Claims

Submission of full documentation required by the adjusters or claims examiners.

  • We will acknowledge receipt of notification within 7 working days.
   
  • We will respond to subsequent communication within 7 working days.
   
  • We will offer settlement within 7 working days after we receive final adjuster’s report and/or full set of supportive documents.

We endeavour to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. For major and complex claims, it will take a longer period to finalize the claim due to its documentation requirement, review, complexity and detailed investigation.

Data Privacy and disclosure of Personal Information

Where appropriate and necessary, Allianz may conduct checks with a licensed credit referencing agency and a record of any such search will be retained. Further, Allianz may also exchange information with other insurers through various authorised and approved databases to help us check the information provided and also to prevent fraudulent claims. We may also disclose information about you to the regulatory authorities in response to formal requests. We may where appropriate and necessary, disclose personal information to authorised third parties to assist us and them in providing the relevant services and products. For example, in handling claims, we may have to disclose your personal and other information to third parties such as other insurers, reinsurers, loss adjusters, external claims data collectors, investigators and agents or other parties as required by law.

Anti Fraud Statement

Allianz is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in its effort to reduce possibilities which could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We adhere to the Allianz Code of Conduct for Business Ethics and Compliance which represent minimum standards for all employees and agents. In tandem with our zero tolerance for fraud, we have in place anti-fraud activities and consistently take appropriate actions towards addressing internal control violations and to remedy deficient controls.