Please follow the steps below to lodge your complaint. Your complaint will be reviewed fairly upon receipt, and you will be kept informed throughout the process. If you are dissatisfied with the outcome, we will guide you on the appropriate avenues for redress - the Financial Markets Ombudsman Service (FMOS) or Bank Negara Malaysia.
Step 1: Lodge a complaint
Walk-in to RHB Insurance branch
Call us: 1-300-22-0007*
*Operating hours: Monday to Thursday (8:45a.m. – 5:45p.m.) and Friday (8:45a.m. – 4:45p.m.)
Email us: insurance_complaint@rhbgroup.com
Step 2: Acknowledge and review
Complaint is acknowledged, registered & reviewed.
Each case will be classified accordingly as Simple Case or Complex Case.
Step 3: Informing the complaint decision
Customers will be informed of the decision based on case complexity: simple cases within five (5) working days, and complex cases within twenty (20) working days, with follow-up updates every ten (10) working days.
Step 4: Alternative avenues
If you are not satisfied with the outcome, we will guide you to the right redress avenue:
BNMLINK has been set up as a complaint resolution arm of BNM. If you are not satisfied with the response we provide, you may refer to BNMLINK for redress of your complaint.
Telephone No.: (Local) 1-300-88-5465 (1-300-88-LINK), (Overseas) +603-2174 1717
Web Form (eLINK): bnmlink.bnm.gov.my
Mailing Address: BNMLINK, Bank Negara Malaysia, 50929 Kuala Lumpur
Operating Hours: 9:00 AM – 5:00 PM (Monday – Friday excluding public holidays)
Note: Physical visits to BNMLINK are currently strictly by appointment only. You can book an appointment via their web form.
FMOS is an alternative complaint/ dispute resolution body to review financial claims or disputes if you are not satisfied with the resolution provided by us.
Telephone No.: +603-2272 2811
FMOS Website: https://www.fmos.org.my
FMOS Complaint Handling Website: https://complaint.fmos.org.my
Mail: Financial Markets Ombudsman Service (FMOS) (Formerly known as Ombudsman for Financial Services (OFS) and Level 14, Main Block, Menara Takaful Malaysia, No 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur
PIDM Membership Representation
