MSIG Malaysia

In our quest to continue to be an Active, Confident, Efficient and Sincere Insurer, MSIG is committed to raise the bar further by Going Above and Beyond by providing our customers with solutions that best suits their needs and to be guided by 4 Key Pillars.

PILLAR 1 – INSURANCE MADE ACCESSIBLE

1) Making Our Products And Services Available Through Different Channel

    Contact us through your preferred channels listed below to find out more about our products and services.

  • Branches: You can locate our network of 20 branches here 
  • Corporate Website: http://www.msig.com.my/
  • Hotline: 1-800-88-6744
  • E-mail: myMSIG@my.msig-asia.com
  • Social Media: facebook.com/MSIGMalaysia
  • Online Purchase: www.takeiteasy.com.my

2) Customer Feedback Management

Tell us how well we have served you or how we can serve you better. Our dedicated Customer Service Team will look into your feedback and bring it to a satisfactory conclusion. You can view our feedback management procedure here.

Call us at 1-800-88-MSIG(6744), or

Email us at myMSIG@my.msig-asia.com.

PILLAR 2 – KNOW OUR CUSTOMERS

We strive to offer products and services that best suit our customers’ needs and wants based on relevant information obtained from our customers.

PILLAR 3 - TIMELY, TRANSPARENT, EFFICIENT SERVICE

Walk-In Customers

  • Customers will be served within 10 minutes.
  • Immediate response will be given for simple transaction and inquiries.
  • We will respond within 3 working days for cases that require further reviews.

Phone Inquiries Through Hotline

  • We deliver first call resolution for simple inquiries.
  • We will respond within 3 working days for cases that require further reviews.

Inquiries Received via E-mail, Social Media, Fax and Written Letters

  • We will provide acknowledgement within 1 working day upon receipt of inquiries.
  • We will respond within 3 working days for simple inquiries and 5 working days for cases that require further reviews.

Your Policy Documents 

1) Policy Issuance (Upon acceptance in the policy system):-

Policy Document 1a

2) Change of Policy details

Policy Document 2a

3) Renewal Notice

You will receive your renewal notice 30 calendar days prior to your expiry date.

4) Cancellation

Policy Document 3a

PILLAR 4 - FAIR, TIMELY & TRANSPARENT CLAIMS SETTLEMENT PROCESS

Claims Settlement Process

We are committed to settle justified claims fairly and promptly. As nature of claims differ from one product to the other, please click here to find out more about our general claims guidelines.

Our commitments in delivering our claims service delivery:-

  1. We will acknowledge receipt of your claim notification within 7 working days.
  2. You will be notified within 14 working days from date of acknowledgement if documentation or information required is incomplete.
  3. Upon receiving final supporting documents, we will offer claims settlement within 14 working days (claim amount less than RM1M) and 21 days (claim amount more than RM1M).

For other timelines, reference can be made to Bank Negara Malaysia's Claims Settlement Guidelines.

Any person who is not satisfied with the claims settlement or repudiation of the insurer can refer to the Ombudsman for Financial Services (OFS) as the next level of escalation; if the final decision of the insurer was made within six (6) months and the claim amount is up to RM250,000.00.

If the claim decision was made more than six (6) months from the final decision of the insurer and/or the claim amount is above RM250,000.00, please refer to Jabatan LINK & Pejabat Wilayah, BNMTELELINK of Bank Negara Malaysia (BNM).

Anti-Fraud Statement

MSIG 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 will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

Personal Information

MSIG will have in place a Privacy Policy which will ensure the safety and security of the usage of clients’ information. The Privacy Policy will have in place strong security measures, responsible privacy standards, safe operations of its delivery channel for data transmission between the insured and the insurer and strict guidelines on the usage of clients’ information by its employees.

Buying Insurance

We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application generally within 5 working days.