Pillar 4: Fair, Timely, And Transparent Claims Settlement

We will set a clear timeline for our claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.
  1. We will inform you of the estimated time taken for our claims settlement process and the expected service standard through various channels (i.e., branches/call centre/website/email).
  2. We will inform you of the acknowledgment of your claim within 7 working days from the receipt of the claims submission.
  3. We will ensure that our agents forward all claims submitted through them to us within 3 working days, except for crime-related claims which should be notified within 24 hours from the time of loss.
  4. If documentation/information is incomplete, we will inform you within 14 working days from the acknowledgement of the claims.
  5. We will advise you on the key claims procedures including the appointment of an adjuster, claims assessment etc, and also the assigned timelines.
  6. We will inform you of the decision once it is finalised.
We will inform customers of the next level of escalation if the claims settlement/rejection is not to his/her satisfaction.
  1. We will provide you with available channels for you to appeal on a decision or for you to raise disputes (branches/call centre/website/email).
  2. If any claim is not approved or the amount is not the same as what you have claimed, we will advise you to refer to the procedure for making an appeal through the Financial Ombudsman Scheme in cases that are within their purview. For more information, please click here.