Procedures
 

Dear Customer,
Write to us or use the Complaints Form below if you wish to inform us of any matters for which you are not satisfied with. Your feedback will enable us to put things right and improve on our services. Be assured that your complaint will be attended to as all complaints, upon receipt, are channeled through our Chief Executive Officer’s (CEO) desk.

If you choose to write to us via normal mail, we request that you state the essential information such as:

  • Your name
  • Reference numbers – Policy number / Claim number
  • Contact address and telephone numbers
  • Relevant dates
  • Nature of the complaint

How is the Complaint Dealt With?
  • We shall officially acknowledge receipt of your complaint.
  • The department concerned will investigate the complaint and where necessary request additional information or documents. Your assistance and cooperation to this is appreciated.
  • Upon completion of our investigation, we shall write to inform you of our final response.
What Avenue Do You have if You are Not Satisfied with the Company Response to the Complaint?

You may submit your complaint either to Bank Negara Malaysia or Financial Mediation Bureau.(Claim matters only) Their contact details are:-
BANK NEGARA MALAYSIA (BNM)
Address : Laman Informasi Nasihat Dan Khidmat (LINK)
Tingkat Bawah, Blok C
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Telephone: 03 2698 8044
Fax: 03 2693 4051
Email: bnmtelelink@bnm.gov.my

FINANCIAL MEDIATION BUREAU (FMB)
Address : Level 25, Dataran Kewangan Darul Takaful
No.4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Telephone : 03 2272 2811
Fax : 03 2274 5752
Please note that you are required to attach a copy of the letter with the final response from our company when forwarding your complaint to either BNM or FMB. Kindly contact the Complaint Unit, Compliance & Quality Audit Department of Oriental Capital Assurance Bhd at 03 2070 2828 ext 300 (att : Mr. Sivaneason) or sivaneason@oricap.com.my or oricap@oricap.com.my and we shall advise you of the proper avenue for dealing with complaints to BNM or FMB.

For more information on complaints handled by BNM and FMB you may refer to the Insurance Info website at www.insuranceinfo.com.my.