Can I complain to Bank Negara if my insurer rejects my claim?
You can contact Bank Negara Malaysia (BNM), but it is not the place that decides whether your claim gets paid. Complain to your insurer or takaful operator first, then take an unresolved dispute to the free Financial Markets Ombudsman Service (FMOS).
- Insurer first. BNM will not take your complaint until it has gone to the insurer's complaints unit.
- FMOS decides disputes. It is free and handles insurance and takaful claims up to RM250,000.
- Six-month window. Go to FMOS within 6 months of the insurer's final decision.
- BNMLINK for the rest. Use it for conduct concerns, no reply, or cases FMOS cannot take.
What BNM can and cannot do
A regulator, not a claims judge
BNM licenses insurers and sets rules on how they handle claims and complaints. Ruling on whether your own claim should be paid is the job of FMOS, an independent body overseen by BNM and the Securities Commission.
What BNMLINK will not take on
- Uncomplained cases. Complaints that have not first gone to the insurer's complaints unit. The claims unit does not count.
- Policy wording. Requests to interpret your contract or policy terms, and requests for legal opinions.
- Cases already elsewhere. Disputes already referred to FMOS, a court or a tribunal.
How to escalate a rejected claim
Complain in writing to your insurer's complaints unit
Ask for the rejection reason and its final decision in writing.
Refer the dispute to FMOS
Do this if you disagree with the final decision, or the insurer has not replied within 60 days.
Contact BNMLINK
Do this if your case falls outside FMOS or you have concerns about how the insurer treated you.
How fast your insurer must reply
Under BNM's Complaints Handling policy, in force since 1 April 2026, insurers must acknowledge your complaint by the next working day and decide within 5 working days for simple cases or 20 for complex ones.
Extra time is allowed when they need documents from a third party. Their final decision must give reasons in plain language and tell you about FMOS.
Taking it to FMOS
- Free. FMOS charges consumers nothing to handle a dispute.
- Limits. It covers motor insurance and takaful claims up to RM250,000. A lower limit has applied to motor third-party property damage claims, so confirm with FMOS.
- Not covered. Claims for third-party bodily injury or death fall outside FMOS.
- Binding on the insurer. If you accept the Ombudsman's decision, the insurer must comply within 14 days.
Check the FMOS scope before you file.
When to call BNMLINK
Call BNMTELELINK on 1-300-88-5465 or use BNM's complaint page. It suits conduct concerns, no reply from your insurer, cases FMOS cannot take, or when you are unsure where to go.
Not sure a seller is genuine? Check BNM's list of licensed insurers and takaful operators.
Going to court
FMOS is an alternative to court, not a replacement. If you reject its outcome, you can still take legal action, so get legal advice early because time limits apply.
Documents to prepare
For your insurer complaint
Send these, and keep copies of everything so you have a record trail:
- Your claim number
- The rejection letter
- Police report
- Photos
- Repair estimate
- Any emails or messages
For an FMOS dispute
- The insurer's final decision, or a copy of your first written complaint if it never replied.
- FMOS dispute form for insurance and takaful, plus your IC.
- Policy or certificate schedule and the policy contract.
- Supporting papers such as adjuster's reports, police reports and a short timeline of events.
Check why your claim was rejected
Common rejection reasons
- Dishonest or exaggerated claims. Claiming more than the actual loss.
- No reasonable precautions. For example, leaving the car unlocked or running.
- Driving under the influence of alcohol or drugs.
- Breaking policy conditions. Such as an unlicensed driver or reporting the accident late.
- Policy exclusions. The loss is simply not covered, like flood without special perils cover.
Compare it with your PDS
Match the rejection reason to the exclusions and conditions in your Product Disclosure Sheet and policy. Our guide on how to read a car insurance PDS shows where to look.
Get help from BJAK
If you bought through BJAK, we can help you understand the rejection and ask the insurer to review it. See making a claim after buying through BJAK and the claim process.
Frequently asked questions
BNM is not the body that rules on individual claims. For a binding outcome on a claim dispute, go to FMOS or the courts.
No. FMOS is free for consumers.
FMOS will not accept the dispute, so contact BNMLINK or get legal advice on going to court.
No. Third-party bodily injury and death claims are outside FMOS, so these usually go to court.
Choose cover you understand
Fewer rejections start with the right cover. Compare policies and check the exclusions on BJAK's insurer comparison before you buy.
- Last reviewed:
- 4 Nov 2026
- Reviewed by:
- Customer Experience, Operations
- Next review:
- 1 Jan 2027