Avenues for Complaints
Claim and non-claim related disputes with insurers
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.
Agents
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 complaint is related to the conduct of a registered person, i.e. insurance agent, Technical Representative and Responsible officer, it can be lodged with the Insurance Authority (IA).