You need to protect you and your family in case of unexpected emergencies during your travel. However, you may not be satisfied with the offer made by your insurance company. How do you deal with this?

First, you have to submit the claim form with supporting documents such as medical reports and police reports together with the details or a copy of your original policy. Check the time frame stipulated in your policy for filing claims.

Claims for losses or damage should be paid as soon as you provide proof of the damage and the insurer has had the opportunity to investigate and verify that the claims are in order.

Claims for lost baggage are usually compensated after a lapse of 30 days from the day of loss in case the airlines are able to recover the lost baggage within that time-frame.

Where can you go to lodge a complaint against the insurance provider?

If you are not satisfied with the offer of settlement or rejection of a claim, first try to resolve the matter with the Complaints Unit of the insurance company.

If the matter remains unresolved, you may consider lodging a complaint with the Complaints Action Bureau of Persatuan Insurans Am Malaysia (PIAM) or choose to file a complaint to the Financial Mediation Bureau for mediation of your complaint.

PIAM is the national trade association of all licensed direct and reinsurance companies for general insurance in Malaysia. Currently, PIAM has 41 members.

For queries or complaints on general insurance matters, please send your questions to PIAM's Complaints Action Bureau at 3rd Floor, Wisma PIAM, 150, Jalan Tun Sambanthan, 50470 Kuala Lumpur. Tel: 03 - 2274 7395/9;

Fax: 03 - 2274 5910. Share