Complaints Management Process
As our measure of dedication to you, we handle every complaint as a top priority, we treat them confidentially and we do our best to respond as quickly as possible. We acknowledge the importance of every complaint and use them as an opportunity to learn how to improve our services in all aspects of the customer experience.
For any policy / certificate-related complaint or dispute, please get in touch with us via any of the following channels:
Visit us
Walk in to any of our Zurich branches nationwide.Write to us
For complaint, email to feedback@zurich.com.my together with the evidence (if any).For enquiries, email to callcentre@zurich.com.my.
| COMPLAINTS MANAGEMENT PROCESS | SERVICE EXCELLENCE STANDARD |
| Acknowledgement of Receipt |
You will receive an acknowledgment letter within 2 working days from the receipt of your feedback. |
| Progress Update |
For non-complex enquiries, we will work towards a resolution within 14 calendar days from the receipt of your feedback. If more time is required, updates will be provided every 14 working days thereafter until a resolution is reached. For complex enquiries in which we may not be able to offer you a resolution within 14 calendar days, you will be sent a notice of extension. Rest assured, we will initiate an in-depth investigation to make a fair assessment of your case. We shall update you of the progress every subsequent 30 calendar days until the issue is resolved. |