Further Escalation

If you find that your complaint / feedback was not addressed in a satisfactory manner, you may escalate in writing to: 

Complaints Management Unit

Liberty General Insurance Berhad

Liberty Insurance Tower

CT9, Pavilion Damansara Heights

3, Jalan Damanlela

Pusat Bandar Damansara

50490 Kuala Lumpur.

Or

Email us at: customer@kurnia.com

Please provide us with your full name, IC number, telephone or mobile number, email address and the specific nature of your complaint.

Redress Channel

If you are not satisfied with the response or the decision of our Company, you may submit your complaint either to:

a) Ombudsman for Financial Services (OFS) [Formerly known as Financial Mediation Bureau]

OFS is an independent body to help settle disputes between customers and their financial institutions. Before the OFS can accept your case, you should first escalate the matter to us to resolve your complaint, dispute or claim. You have six months to forward your complaint to OFS from the date of our final reply.

Eligible disputes referred to OFS must be within the following monetary thresholds:

(i) Up to RM250,000.00 for disputes on insurance products or services; and

(ii) Up to RM 10,000.00 for disputes on motor third party property damage insurance claims.

Ombudsman for Financial Services (Formerly known as Financial Mediation Bureau)

14th Floor, Main Block

Menara Takaful Malaysia

No. 4, Jalan Sultan Sulaiman

50000 Kuala Lumpur

Tel : +603-2272 2811

Fax : +603-2272 1577

Website: www.ofs.org.my

E-mail: enquiry@ofs.org.my

b) Bank Negara Malaysia (BNM)

If the claim decision was made more than six months from the final decision of the insurer and/or the claim amount is above RM 250,000.00, please refer to Jabatan LINK & Pejabat Wilayah, BNMLINK of Bank Negara Malaysia (BNM). 

BNMLINK (Laman Informasi Nasihat dan Khidmat)

Bank Negara Malaysia

4th Floor, Podium Bangunan AICB,

No. 10, Jalan Dato' Onn

50480 Kuala Lumpur.

Tel. No.: 03-2698 8044 (General Line) / 1-300-88-5465 (BNMLINK)

Fax No.: 03-2174 1515

e-Link: bnmlink.bnm.gov.my

Email address: bnmlink@bnm.gov.my

Website: www.bnm.gov.my