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 Manager - Motor Claims Email: kvlee@jerneh.com.my DID: 03-2116 3315
Tan Yoke Leong Assistant General Manager - Underwriting Email: yltan@jerneh.com.my DID: 03-2116 3312	Yvonne Yu Asst Manager - Customer Service Email: shyu@jerneh.com.my DID: 03-2116 3321
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 Seng Complaints Assistant : Tan Chan Hing Tel: 04-5302192 Fax: 04-5304349
Bintulu Branch Head : Kelly Teo Complaints Assistant : Grace See Tel: 086-338233 Fax: 086-330882	Johor Bahru Branch Head : Richard Lim Meng Bu Complaints Assistant : Siti Zubaidah Izazi Tel: 07-2247079 Fax: 07-2246626
Jerantut Branch Head : Lim Ah Kau Complaints Assistant : Eng Keck Yih Tel: 09-2667196 Fax: 09-2667195	Kuching Branch Head : Ha Wai Heng Complaints Assistant : Mary Jong Liew Fung Tel: 082-415012 Fax: 082-421316
K Kinabalu Branch Head : Paul Yee Complaints Assistant : Glory Lo Kui Fong Tel: 088-223360 Fax: 088-222934	Kuantan Branch Head : Koe Yow Chuen Complaints Assistant : Goo Hun Inn Tel: 09-5682266 Fax: 09-5682255
Klang Branch Head : Ong Eng Chin Complaints Assistant : Harry Ho Heng Chai Tel: 03-33443200 Fax: 03-33443201	Malacca Branch Head : Simon So Complaints Assistant : Geh Lai Pheng Tel: 06-2862216 Fax: 06-2846846
Miri Branch Head : Michael Ong Kick Giau Complaints Assistant : Priscila Chiong Tzer Huey Tel: 085-434967 Fax: 085-434971	Seremban Branch Head : Tony Tay Complaints Assistant : Cindy Chin Kam Lim Tel: 06-7635000 Fax: 06-7673139
Penang Branch Head : Ng Thye Pin Complaints Assistant : Chong Kar Ling Tel: 04-2623585 Fax: 04-2632585	Ipoh Branch Head : Chew Boon Kheng Complaints Assistant : Teoh Yean Yean Tel: 05-2556187 Fax: 05-2535711
Sibu Branch Head : Kong Kai Weng Complaints Assistant : Tiong Hwong Hwong Tel: 084-329919 Fax: 084-319729	Sandakan Branch Head : Chau Chian Hong Complaints Assistant : Wong Fui Han Tel: 089-225303 Fax: 089-225301
Tmn Pelangi Branch Head : Irene Soh Complaints Assistant : Chia Lee Choo Tel: 07-3333778 Fax: 07-3332768	Tawau Branch Head : Peter Gau Complaints Assistant : Esther Fong Vui Lee Tel: 089-757511 Fax: 089-757513

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.