For attempting to resolve complaints by policyholders, insurers should have in place internal complaint handling procedures. As such, policyholder is advised to file his/her complaint with the insurer concerned. If the insurer is a member of the Insurance Complaints Bureau (ICB), the policyholder can file a complaint to the ICB if the policy concerned is a personal insurance contract. The ICB is an independent and impartial organization to provide consumers with a one-stop, convenient, effective and freely accessible platform in helping resolve both claim and non-claim related insurance disputes with monetary value. Claim-related complaints are handled by way of adjudication under the Insurance Claims Complaints Panel while non-claim related complaints are handled by way of mediation provided by the ICB List of Mediators. All services are provided free to consumers.