MPI Generali

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Service Delivery Standard

Claims

Motor

No. Item Time Frame Remarks
1 Approval / Settlement of claims    
  a) Own Damage 7 working days From date full documentation, adjuster's opinion is received
  b) Third-Party Property Damage 14 working days From date full documentation, adjuster's and legal opinion are received
  c) Third-Party Bodily Injury 14 working days From date full documentation, adjuster's and legal opinion are received
  d) Theft 180 days From date claim notification is received
2 Payment of claims    
  a) Windscreen 14 working days From date full documentation is received
  b) Own Damage 45 days From date full documentation is received
  c) Third-Party Property Damage/Third-Party Bodily Injury 14 working days From date full documentation is received
  d) Theft Claims 14 working days From date full documentation is received
3 Telephone enquiries 24 hours  
4 Response to complaints 7 working days  
5 Response to Bank Negara Malaysia, Ombudsman for Financial Services, Persatuan Insurans Am Malaysia and Consumer Associations 7 working days From date mail is received

Non-Motor

No. Item Time Frame Remarks
1 Acknowledgement and initial advice to Insured on claim procedures 7 working days From date claim notification is received
2 Response to subsequent incoming mails 7 working days
(14 working days as per JPI14)
From date claim form or Insured's letter is received
3 Request for additional information and supporting documents 7 working days
(14 working days as per JPI14)
From date claim notification is received
4 Approval / Settlement of claims 7 working days From date full documentation, adjuster's and legal opinion are received
5 Payment of claims 7 working days
(14 working days for claim up to RM1 mil/21 working days for claim above RM1 mil)
From date duly signed Discharge Voucher is received
6 Telephone enquiries 24 hours  
7 Response to complaints 7 working days  
8 Response to Bank Negara Malaysia, Ombudsman for Financial Services, Persatuan Insurans Am Malaysia and Consumer Associations 7 working days From date mail is received

Handling of complaints

  • Our commitment

    We are fully committed to delivering reliable and excellent service to our customers in a just and fair manner. All complaints received by us are regarded as invaluable feedback by our customers which will be attended to promptly by us and the problem addressed to the satisfaction of our customers. You may contact us here.

  • Information required

    To help us attend promptly to a complaint, it is important that as much information as possible is made available to us. Our customer should provide at least the following:
  1. Details of the complaint and any supporting evidence.
  2. Your telephone / mobile phone number and email address.
  3. Insurance policy number / Vehicle number (if you are the policy holder)

If any of our customers feels a complaint has not been resolved satisfactorily, they should let us know and we will advise them about the alternative dispute resolution avenues available such as Bank Negara Malaysia (BNM) or Ombudsman for Financial Services (OFS).

In instances when complaints remain unresolved and if such complaints involve financial services or products less than RM250,000 or involve motor third party property damage insurance claims less than RM10,000, you may refer the matter to:

Ombudsman for Financial Services (OFS)
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block, Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel: +603 2272 2811
Fax: +603 2272 1577
Email: enquiry@ofs.org.my
Website: www.ofs.org.my

Notwithstanding the above, for enquiry or complaint if the complaint is not resolved, you may also refer the matter to:

BNMTELELINK
Laman Informasi Nasihat dan Khidmat (LINK)

Bank Negara Malaysia,
P.O. Box 10922,
50929 Kuala Lumpur.
Tel: 1-300-88-5465 (1-300-88-LINK)
(Overseas: +603 2174 1717)
Fax: +603 2174 1515
Email: bnmtelelink@bnm.gov.my
Website: www.bnm.gov.my

Timeframe

  1. Acknowledge receipt of a complaint – seven (7) working days from date of receipt of the complaint
  2. Inform complainant of decision – 14 working days from date of receipt of the complaint

Some complaints may require further investigation and clarification. In such events, the customer will be kept duly informed within seven (7) working days from the date they become aware of this requirement.

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 within seven (7) working days.