Introduction

We are committed to serving all clients equally and meeting their business needs by ensuring that we deal promptly with underwriting enquiries, claims handling and avoiding any logistical problems.

Easy to Reach

We are committed to provide efficient and effective services in handling complaints and enquiries. Our Customers can contact us through these channels:

(a) Visit any of our 7 service centre nationwide, as follows:

Head Office

6th, 9th & 10th Floor
Menara BGI Plaza Berjaya
No.12, Jalan Imbi 55100 Kuala Lumpur


Telephone No: +603 2118 8000
Fax No: +603 2118 8098

Kota Kinabalu

Progressive Insurance Bhd
Ground & 7th Floor, Wisma Perkasa,
Jalan Gaya, P.O. Box 13936,
88845 Kota Kinabalu,
Sabah


Telephone No: +6088-244216
Fax No: +6088-218004

Sandakan

Progressive Insurance Bhd
1st Floor, Lot 1, Block 3, Bandar Indah, Mile 4, North Road, 90000 Sandakan, Sabah.
Postal: P.P.M. 588 Elopura, 90000 Sandakan, Sabah


Telephone No: +6089-238810/236610
Fax No: +6089-237709

Kuching

Progressive Insurance Bhd
Sublot 11 & 12, Lots 9966 & 9967, First Floor,
Premier 101, Jalan Tun Jugah, 93350 Kuching,
P.O.Box 2749, 93754 Kuching, Sarawak


Telephone No: +6082-572019
Telephone No: +6082-572030
Telephone No: +6082-572031
Fax No: +6082-572013

Butterworth

Progressive Insurance Bhd
2755 GF, Jln Chain Ferry, Tan Inderawasih,
13600 Prai, Seberang Prai Tengah,
Pulau Pinang


Telephone No: +604-3977128
Fax No: +604-3977126

Johor Bahru

Progressive Insurance Bhd
No. 17-01,Jalan Kebun Teh 1,
Pusat Perdagangan Kebun Teh,
80250 Johor Bharu, Johor


Telephone No: +6007-2270991/92
Fax No: +607-2270996

Melaka

Progressive Insurance Bhd
13-A, Jalan Melaka Raya 24,
Taman Melaka Raya,
75000 Melaka.


Telephone No: +606-2883831
Fax No: +606-2883832

(b) Call our toll free line at 1800-88-8458

(c) Write to us at:

Enquires/Complaints Unit

Progressive Insurance Bhd
6th, 9th & 10th Floor, Menara BGI
Plaza Berjaya, No.12 Jalan Imbi
50100 Kuala Lumpur


Telephone No: +603-21188000
Fax No: +603-21188103
Email: progressive@progressiveinsurance.com.my

Our Commitment to Enquiries and Complaints

We believe that our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We welcome any feedback on improving our services and genuinely want to resolve any problems that our customers may have. If we have not met our customers’ expectations, we want to be informed of this. If we have exceeded our customers’ expectations, we would also be glad to be informed about this.

Our complaints handling process is based on the following principles:-

  • Acceptance – we recognize that we may not have met your expectations and will accept all complaints.
  • Ownership – we are responsible for resolving your complaint. If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
  • Collection of information – we will confirm the details of your complaint and clarify if we are unsure.
  • Treatment – we will ensure that you and your complaint are treated fairly.
  • Commitment – we will follow-through on what we commit to doing.
  • Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed of our progress.
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

Details of your Enquiries/Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, as much of the following information must be provided:-

  1. Account Information – name, policy number or account number
  2. Contact Details – mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).
  3. Complaint Information – details of the complaint and any supporting evidence

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

If a customer feels that a complaint has not been resolved fairly, they should inform us accordingly and we will advise the customer on the alternative dispute resolution avenue available.

Recording of Complaints

All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

Service Standards

1. Walk-In Enquiries/Complaints

  • Customers will be handled in a systematic manner and on a first-come-first-serve basis.
  • Customers will be served within 30 minutes on their arrival at the customer service desk
  • Full details of the customer and his enquiry/complaint will be recorded by us for quality improvement purposes.
  • Enquiries/complaints that do not require follow-up will be resolved immediately on that one visit.
  • Customers will be briefed on the next course of action to be undertaken by the company’s representative to handle enquiries/complaints that require investigation, etc. At an average, our customer should receive a response from us within 2 days of filing the complaint and the status of dealing with the complaint be made known to the customer and updated every 14 days until the complaint is resolved.

2. Phone Enquiries/Complaints

  • Phone calls are to be answered within 3 rings.
  • Enquiries/complaints that do not require follow-up will be resolved during the first call.
  • Enquiries that require follow-up will be resolved within 2 working days.
  • Complaints that require follow-up will be lodged with the company’s Complaints Unit on the same day it is lodged by the customer and will be acknowledged by the Complaints Unit. The Complaints Unit will respond to our customer on such complaints within 2 working days on receipt of the complaint.

In the event the complaint requires further investigation, our customer will be kept updated every 14 working days on the status until the complaint is resolved.

3. Written Enquiries/Complaints (E-mail, Fax, Letter)

  • Enquiries by e-mail will be responded to within 2 working days with an initial automated response by e-mail to customer on acknowledgement of receipt of enquiry/complaint.
  • Enquiries via letter or fax will be responded to within 2 working days.
  • Enquiries that require follow-up will be resolved within 14 working days.
  • Complaints via e-mail or fax will be lodged on the same day with the Complaints Unit for acknowledgement by the Complaints Unit. We will respond to our customer on such complaints by 2 working days on receipt of the complaint.

In the event the complaint requires further investigation, our customer will be kept updated every 14 working days on the status until the complaint is resolved.

Delivering Our Promises Through Our Claims Process

We will endeavor to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 3 working days. The claims procedures are as follows:

  • Claims registration with complete documentation and these documents will be stamped with date received for monitoring purposes.
  • Claims assessment will be done in 5 working days upon receipt of full documentations from the Claimant.
    • For normal cases, customers will be updated on the progress within 5 working days.
    • For complex claims cases (insufficient documents), customers will be updated on the progress of their claims every 14 working days until the claim is resolved.
  • All payments will be made through the e-payment system as we are complying with the Bank Negara Malaysia (BNM) requirements. Payment through e-payment system will be made within 2-3 days (Working hours) for all claims.

Customers who are not satisfied with the claims decision can write to us at:

Enquires/Complaints Unit

Progressive Insurance Bhd
6th, 9th & 10th Floor, Menara BGI
Plaza Berjaya, No.12 Jalan Imbi
50100 Kuala Lumpur


Telephone No: +603-21188000
Fax No: +603-21188103
Email: progressive@progressiveinsurance.com.my

Please click here for respective complaint unit members’ contact details.

However, if you are still unsatisfied and have a complaint of any unfair practice against the Company, you may also address your complaint to:

Laman Informasi Nasihat dan Khidmat (BNMLINK)

Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur


Telephone No: 1-300-88-5465 (1-300-88-LINK)
Fax No: +603-21741515
Email: bnmtelelink@bnm.gov.my

Ombudsman for Financial Services (OFS)

Level 14, Main Block, Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.


Telephone No: +603-22722811
Fax No: +603-22745752
Email: enquiry@fmb.org.my

Anti-Fraud Statement

Progressive Insurance Berhad is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in its effort to reduce possibilities which could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

Personal Information

Progressive Insurance Berhad will have in place a Privacy Policy which will ensure the safety and security of the usage of clients’ information.

The Privacy Policy will have in place strong security measures, responsible privacy standards, safe operations of its delivery channel for data transmission between the insured and the insurer and strict guidelines on the usage of clients’ information by its employees.

Buying Insurance

We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 5 working days.