Making a Complaint

Your feedback matters to us and we are committed to address your concerns. If something is amiss, you can share it with us through the following channels.

We acknowledge that our customers must be provided with an avenue to give us feedback or complaints.

Our Complaints Policy and Procedure is about the standards of our service. It aims to:

  • Ensure that lodging a complaint is as easy and straightforward as possible.
  • Treat all complaints seriously and confidentially.
  • Resolve any problems quickly and effectively for our customers’ and partners’ satisfaction.
  • Improve our service deliverables by taking customer complaints as our opportunity to learn and grow as we gear further ahead.

Contact us via:

Call Centre
In the first instance, we encourage customers and partners to contact our call centre at +603 20537188. We will put our foot forward to resolve your queries to the best of our ability.

Letter & E-mail
Alternatively, you may send your complaint in writing to:

Customer Correspondence Unit (CCU)
Prudential BSN Takaful Berhad
Level 8A, Menara Prudential
No. 10, Jalan Sultan Ismail
50250, Kuala Lumpur
E-mail: customer@prubsn.com.my

Complaint Acknowledgement

Once we receive your complaint, we will provide you a reference number and we will be in touch with you within three (3) working days from the date we receive your complaint. The reference number will be quoted in all correspondence related to your complaint.

In order for us to effectively deal with your complaint, please provide your complaint details and enclose any supporting documentation that may be relevant.

Responding to Your Complaint

Given that the nature of complaints may vary greatly, we endeavour to resolve your complaint within fourteen (14) working days from the date it was received. The final decision on your complaint will be conveyed to you no later than thirty (30) days from the date the complaint was first lodged. Under certain circumstances, we may require an extended period to provide you with a full resolution. In this case, we will provide you a written explanation along with advice on the expected resolution date for your complaint.

Appeal

To keep your best interest at heart, you have the option to appeal to our Head of Customer Service at the address below if you are not satisfied with the outcome of our resolution:

Head of Customer Service
Prudential BSN Takaful Berhad
Level 8A, Menara Prudential
No. 10, Jalan Sultan Ismail
50250, Kuala Lumpur

We will acknowledge receipt of your appeal in writing within three (3) working days following which our Customer Service team will send a full reply within fourteen (14) working days. If this is not a feasible time frame, we will provide a written explanation to advise when you can expect a full reply.

We will investigate your complaint inform you the result. We will also advise you on any action you can take if you are still unhappy with our response.

Financial Mediation Bureau and Laman Informasi Nasihat dan Khidmat (LINK) BNM
The Financial Mediation Bureau and Laman Informasi Nasihat dan Khidmat (LINK) BNM are set-up to offer customer protection and help you resolve any disputes over claims between you and us. If you are not satisfied with a decision we have made, you may write to the following addresses:

Financial Mediation Bureau
Level 25, Dataran Kewangan Darul Takaful
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: 6032 2722811
Fax: 6032 2745752
Website: www.fmb.org.my

Director
Laman Informasi Nasihat dan Khidmat (LINK)
Ground Level, Block C
Bank Negara Malaysia
P.O Box 10922
50929 Kuala Lumpur
Tel: 6032 6988044
Fax: 6032 6934051
E-mail: bnmtelelink@bnm.gov.my

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