24 HOURS BANTUAN IKHLAS

1-800-88-1186

General Line: 03 27239999
Fax: 03 27239998
IKHLAS Care: 03 27239696
Salam IKHLAS: 03 27239696 / 0327239521
Email: ikhlascare@takaful-ikhlas.com.my
 complaints@takaful-ikhlas.com.my

Complaints

Lodge a Complaint

Complete the complaint form and provide the following information:

  • Full name
  • Certificate number
  • Email address
  • Mobile/Hp number
  • Correspondence address
  • Detail of complaints
  • Signature
  • Relevant documents
Acknowledgement of Complaint

We will acknowledge receipt of your complaint within 2 working days after receiving your complaint.

Investigation & Resolution
  • For non complicated case, we will respond within 14 working days from date of we receive the complaint.
  • For complicated issues that require further investigation, a decision on the complaint will be conveyed to complainant not later than 30 working days from the date the complaint was first lodged.
  • Where a decision cannot be made within the 30 working days, we will update on the progress of the case to the complainant from time to time until the complaint is resolve.
Redress Avenue

If you remained dissatisfied* and wish to pursue further within 6 months from the date we have completed the resolution process, you may refer to :

Ombudsman for Financial Services (OFS) (664393P)
(formerly known as Financial Mediation Bureau (FMB))
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman 
50000 Kuala Lumpur
Telephone No: 03-2272 2811
Fax No: 03-2272 1577
E-mail: enquiry@ofs.org.my
Website : www.ofs.org.my

 

BNM
Director,
LINK & Regional Office,
Bank Negara Malaysia
P.O Box 10922 50929 Kuala Lumpur
Telephone No: 1-300-88-5465
Fax No: 03-2174 1515
E-mail: bnmtelelink@bnm.gov.my

*OFS's jurisdiction:

NoType of complaint/disputeMonetary Limit
1A complaint/dispute involving financial services or products or Islamic financial services or product, developed, offered or marketed by a Member, or by a Member for or on behalf of another person, other than a complaint/dispute under paragraphs 2 and 3up to RM250,000
2A complaint/dispute on motor third party property damage insurance/takaful claims. - up to RM10,000up to RM10,000
3A complaint/dispute on:
  1. an unauthorized transaction through the use of a designated payment instruments or a Islamic designated payment instruments or payment channel such as Internet banking, mobile banking, telephone banking or automated teller machine (ATM);
  2. an unauthorized use of a cheque as defined in section 73 of the Bills of Exchange Act 1949 (Act 204).

up to RM25,000
up to RM25,000

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Alternatively, you may send you enquiries to this contact details:

Pn Raihan Rahim,
Vice President
Complaints Unit & Customer Relationship Management
Takaful Ikhlas Berhad
IKHLAS Point Tower 11A
Avenue 5, Bangsar South,
No. 8 Jalan Kerinchi
59200 Kuala Lumpur
Telephone No : (603) 2723 9999
Fax No : (603) 2723 9998
E-mail : complaints@takaful-ikhlas.com.my