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.

  • Lodging a Complaint
  • To help us attend promptly to a complaint, it is important that as much information as possible is made available to us. Please provide at least the following:
  1. State the nature of complaint, what happened and supporting information, if any
  2. Your personal contact details – telephone or mobile phone number, email address
  3. Insurance policy number / Vehicle number (if you are the policy holder)

The contact information can be found here.

Alternate Dispute Resolution Avenue

If you are not satisfied with the resolution to your complaint you should let us know. Alternatively, you could refer your complaint to Bank Negara Malaysia (BNM) or Ombudsman for Financial Services (OFS). Notwithstanding the above, for enquiry or complaint if the complaint is not resolved, you may also refer the matter to:

Bank Negara Malaysia

Complaints to Bank Negara Malaysia should be channeled to Laman Informasi Nasihat dan Khidmat (LINK)

Their address is

Pengarah
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O. Box 10922,
50929 Kuala Lumpur.
Tel: 1-300-88-5465
Fax: +603 2174 1515
Email: bnmtelelink@bnm.gov.my
Website: www.bnm.gov.my

Ombudsman for Financial Services (OFS)
(Formerly known as Financial Mediation Bureau)

The primary mandate of the OFS is to settle disputes between you and a financial service provider licensed or approved by Bank Negara Malaysia.

The OFS will consider disputes that fall within the following limits

  1. RM250,000 for a dispute involving financial services or products other than a dispute in (b) below
  2. RM10,000 for a dispute on motor third party property damage insurance claim

Their address is

Ombudsman for Financial Services (OFS)
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

Timeframe

All reasonable efforts will be made to respond and resolve a complaint. We are committed to the following time frame to our customers:

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

We may sometimes need more time to investigate or clarify some of the issues raised. In such an event, the customer will be kept duly informed within seven (7) working days from the date we become aware of such a need.

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.