A. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:

It is our endeavour to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. Upon receipt of a claim notification, you can expect to receive acknowledgement from us within 48 hours. The claims procedure is as follows:

• Claims are registered immediately and documents are assessed accordingly.
• Claims approving process upon receipt of full documentation including adjuster's report will be completed within 5 to 7 working days.
  • For normal claims cases, customers will be updated on the progress within 14 working days.
  • For complex claims cases, customers will be updated on the progress within 20 working days.
  • For incomplete documentation, customers will be informed within 14 working days.
• Payment received by customers within 7 working days after we receive the acceptance of the offer and/or Discharge Voucher and all relevant documents.
• In the event of a catastrophe/disaster, e.g. large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.

B. We will inform customer of the next level of escalation if the claims settlement/rejection is not to his/her satisfaction

1. If you are not satisfied with the claims decision, you can contact us at:

   Complaints Unit,
   Customer Service Centre,
   Berjaya Sompo Insurance Berhad,
   Level 36, Menara Bangkok Bank,
   105, Jalan Ampang,
   50450 Kuala Lumpur.

   Tel. : 03-2170 7300
   Fax : 03-2170 4800
   E-mail : customer@bsompo.com.my

2. If the appeal is declined and you are not satisfied with the decision, you may write to Ombudsman for Financial Services within 6 months from the date of our claims decision at the following address:

   OMBUDSMAN FOR FINANCIAL SERVICES
   Level 14, Main Block, Menara Takaful Malaysia, 
   No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur 
   Tel. : 03 - 2272 2811 
   Fax : 03 - 2272 1577 
   E-mail : enquiry@ofs.org.my
   Website : www.ofs.org.my

Please click here for a copy of our Client Charter Service Standards.

Berjaya Sompo Insurance Berhad has in place a Privacy Notice that ensures the safety and security of the usage of client information. The Privacy Notice has strong security measures, responsible privacy standards, safe operation of its delivery channel for data transmission between the insured and the insurer, and strict guidelines on the usage of client information by our employees.

Please click here for a copy of our Privacy Notice.

We will process your policy as soon as we receive the full documentation. If you do not receive your policy within 30 working days, kindly contact our Customer Service at 1-800-889-933 to find out the status of your policy. 

Please note that 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 within 5 working days.

Berjaya Sompo Insurance Berhad is committed to fraud control with an emphasis on proactive prevention, putting in place detention measures in our efforts to reduce possibilities that could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate that encourages all stakeholders to protect the Company's assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when 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 minimise losses.