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 normal enquiries, please email to: callcentre@zurich.com.my for faster assistance.
For formal complaints and disputes only, write to feedback@zurich.com.my with supporting evidence to help us investigate your case. Normal enquiries sent to this address will not be processed.
| COMPLAINTS MANAGEMENT PROCESS | SERVICE EXCELLENCE STANDARD |
|---|---|
| Acknowledgement of Receipt | We will acknowledge receipt of your complaint within 2 working days. |
| Resolution Timeframes | • Simple complaints: We aim to provide a resolution within 5 working days from the date of receipt. • Complex complaints: We aim to provide a resolution within 20 working days from the date of receipt. • Extended review cases: Where additional time is required due to the nature or complexity of the complaint, or where third party information is required, we will inform you and provide progress updates. In such cases, the final decision will be communicated no later than 60 working days from the date the complaint is received. Working days exclude weekends and public holidays. |