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.

Call us

Contact our Call Centre at
1-300-888-622.

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.

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.