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.
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
Phone Inquiries Through Hotline
Inquiries Received via E-mail, Social Media, Fax and Written Letters
Your Policy Documents
1) Policy Issuance (Upon acceptance in the policy system):-
2) Change of Policy details
3) Renewal Notice
You will receive your renewal notice 30 calendar days prior to your expiry date.
4) Cancellation
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:-
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 Financial Markets Ombudsman Service (FMOS) (formerly known as 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.
