We’re committed to listening to our customers

Want to make a complaint?

We want to help resolve things and are committed to listening to what you have to say, doing our best to make things right. Leave feedback through our customer support channels. You can find these at the end of this page.

How we handle feedback

Get in touch

Leave feedback through our customer support channels.

You can find these below.

Customer hotline

Mon – Fri, 9am – 6pm
(excluding weekends and public holidays)
Call us on 1300 13 7988

International calls

Mon – Fri, 9am – 6pm
(excluding weekends and public holidays)
Call us on +60 3 2771 7771

Send to:contact.my@fwd.com

By mail

Send to:
FWD Takaful Berhad (731530-M),
Level 21, Mercu 2,
No.3, Jalan Bangsar, KL Eco City
59200 Kuala Lumpur

Fax

Send to:+60 3 2710 7800

Customer care

You can also reach out to our customer resolution specialist:

Asma Liyana Binti Ja’afar

Tel: 03-2771 7888 Ext. 7892

Email: Asma.liyana@fwd.com

Shanthi Arjunan

Tel: 03-2771 7888 Ext. 5506

Email: Shanthi.arjunan@fwd.com

Help us to help you

Help us to help you

Please include the following details with any feedback or complaint:

Your certificate information if you’re already a customer: i.e. name, certificate number, and NRIC number
Your preferred contact details (a telephone number and / or email address)
A summary of your complaint including any important details
A scan or photocopy of any related documentation

We’ll then get back to you as quickly as possible.

Appealing a complaints decision

If you disagree with any decisions we make you have the right to take your complaint to one or both of the following:

A. Ombudsman for Financial Services (664393P)
Ombudsman for Financial Services
(664393P)
Level 14, Main Block
Menara Takaful Malaysia
No.4 Jalan Sultan Sulaiman
50000 Kuala Lumpur

Telephone
+60 3 2272 2811

Fax
+60 3 2272 1577

Email
enquiry@ofs.org.my

Website
www.ofs.org.my

B. Bank Negara Malaysia (BNM)
Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Operating hours
9am - 5pm, Mon - Fri

Telephone
1300 88 5465 (1-300-88-LINK)

International calls
+60 3 2174 1717

Fax
+60 3 2174 1515

Email
bnmtelelink@bnm.gov.my

A timeline for customer resolutions and feedback

Here’s how we usually work and what you can expect from us.

Giving you a fast response

All feedback will receive a reply - with a suggested resolution, if possible - within 14 days from when we first hear from you.

If we need more time

In the event that we need to investigate further, you’ll still receive an acknowledgment from us (within 14 days) stating the reason for delay. Our aim is to give you a resolution you’ll be happy with, within 30 days.

Ongoing updates

If we’re unable to provide a resolution within 30 days (for example, we need further information) you’ll still receive ongoing updates. Once we have all the information we need, we aim to give you a final resolution within 14 days.

Need help and support?

No problem. These are the different ways we can help and support.

Start a chat

Fiby, our chatbot, is available 24/7.

Call us on 1300 13 7988

You can call us Mon-Fri, 9am-6pm (excluding weekends and public holidays).

Leave a message

Send us your enquiries. We'll get back to you shortly.