Jerneh Insurance (M) Bhd

Have a Complaint?

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We have set up a dedicated Complaints Handling Unit to provide our customers with a more effective feedback and response mechanism. The officers appointed to the unit are some of our most senior personnel who come with a wealth of knowledge and experience. Internally, we have established a standard procedure for handling and escalating of complaints to the highest authority necessary to ensure that our customers receive the right attention and their complaints are dealt with fairly, effectively and within the service standards set out in the Complaints Handling Charter

Officers

Lim Sun Chief Executive Officer Email: slim@jerneh.com.my DID: 03-2116 3333	Lee Kong Voon Senior Manager - Motor Claims Email: kvlee@jerneh.com.my DID: 03-2116 3315
Tan Yoke Leong General Manager - Technical Email: yltan@jerneh.com.my DID: 03-2116 3312	Yvonne Yu Manager - Customer Service Email: shyu@jerneh.com.my DID: 03-2116 3321
Yin Sau May Assistant General Manager - Claims Email: smyin@jerneh.com.my DID: 03-2116 3289
Branches
Alor Star Branch Head : Lim Jit Eng Complaints Assistant : Chong Lia Seong Tel: 04-734 9370 Fax: 04-734 9372	Bukit Mertajam Branch Head : Quah Beng Sun Complaints Assistant : Ung Siew Kee Tel: 04-530 2192 Fax: 04-530 4349
Bintulu Branch Head : Joseph Ting Heng Check Complaints Assistant : Sepiah AK Ngalayang Tel: 086-338 233 Fax: 086-330 882	Johor Bahru Branch Head : Kevin Khoo Hock Ling Complaints Assistant : Kang Boon Lan Tel: 07-224 7079 Fax: 07-222 0878
Jerantut Branch Head : Lim Ah Kau Complaints Assistant : Eng Keck Yih Tel: 09-266 7196 Fax: 09-266 7195	KL Branch Branch Head : Anthony Lim Complaints Assistant : Cally Ngu Tel: 03-2116 3223 Fax: 03-2144 3571
Kuching Branch Head : Freddy Loh Poon Kai Complaints Assistant : Mary Jong Liew Fung Tel: 082-415 012 Fax: 082-416 049	K Kinabalu Branch Head : Paul Yee Complaints Assistant : Glory Lo Kui Fong Tel: 088-223 360 Fax: 088-222 934
Kuantan Branch Head : Foo Chin Ming Complaints Assistant : Goo Hun Inn Tel: 09-568 2266 Fax: 09-568 2255	Klang Branch Head : Ong Eng Chin Complaints Assistant : Harry Ho Heng Chai Tel: 03-3344 3200 Fax: 03-3344 3201
Malacca Branch Head : Simon So Complaints Assistant : Wang Yuh Pey Tel: 06-286 2216 Fax: 06-284 6846	Miri Branch Head : Michael Ong Kick Giau Complaints Assistant : Yvonne Lee Yee Fong Tel: 085-434 967 Fax: 085-434 971
Seremban Branch Head : Tony Tay Complaints Assistant : Seow Wen Wei Tel: 06-763 5000 Fax: 06-767 3139	Petaling Jaya Branch Head : Eric Foo Vee Ming Complaints Assistant : Cho Kok Yuen Tel: 03-7955 2826 Fax: 03-7955 2172
Penang Branch Head : Ng Thye Pin Complaints Assistant : Leow Eng Soon Tel: 04-262 3585 Fax: 04-263 2585	Ipoh Branch Head : Karen Cheh Gek Hwa Complaints Assistant : Chow Hui Shin Tel: 05-255 6187 Fax: 05-253 5711
Sibu Branch Head : Kong Kai Weng Complaints Assistant : Tiong Hwong Hwong Tel: 084-329 919 Fax: 084-319 729	Sandakan Branch Head : Lo Wui Hon Complaints Assistant : Dionysia Lee Mei Ling Tel: 089-225 303 Fax: 089-225 301
Tmn Pelangi Branch Head : Irene Soh Complaints Assistant : Kelvin Gan Tel: 07-333 3778 Fax: 07-335 6340	Tawau Branch Head : Jeffrey Ong Chuan Kok Complaints Assistant : Esther Fong Vui Lee Tel: 089-757 511 Fax: 089-757 513

Complaints Handling Procedure

Complaints Handling Customer Charter

Jerneh Insurance Berhad is committed to providing the following minimum standards of service in handling complaints.

All complaints will be logged and channeled to the Complaints Handling Unit.
All complaints will be acknowledged via letter or email within two (2) working days of receipt.
A response will be given to each complaint within two (2) weeks of receipt of the complaint.
Complainants will be informed immediately should additional information be required.
A reminder letter or email will be sent to the complainant if no response is received from the complainant within two (2) weeks of the company's request.
If still no response is received from the complainants within a further two (2) weeks, the complainant will be informed that the "case has been closed" within one (1) week from the end of the said period.
In the event of a "complicated" case, the complainant will be informed of the estimated length of time required for the complaint to be investigated/resolved.
The complainant will be sent updates on the development of the complaint from time to time.