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At Sun Life Malaysia, our aim is to provide you the best-in-class products and services that meet your needs, As such, we are committed to continuously improve our customer services and we value your feedback on these services.
If you are dissatisfied with the service you have received, it is advisable to contact the person who dealt with your initial requirements as they are best placed to put the matter right as quickly as possible.
If then you remain dissatisfied with the response, you can make a formal complaint via any of the following channels:
We are committed to provide efficient and effective services in handling complaints and enquiries. For more details, please visit http://www.sunlifemalaysia.com/contact-us/enquiry-form/
We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.
We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know and if we have exceeded your expectations, we would be glad to hear them too.
Our complaints handling process is based on the following philosophies:
In order to resolve your complaint, it is important that you give us as much information as possible.
When you contact us, please provide as much of the following information as you can:
Once we receive this information, we will be able to investigate your complaint and work towards a resolution.
If you feel that your complaint has not been resolved fairly, please inform us and you will be advised on the alternative dispute resolution avenue by our Company.
All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.
We strive to provide timely responses to all interactions with us.
We pride in keeping to our promise to settle justified claims promptly through our standardized procedures in claims administration.
In order to assess and adjudicate your claims, you need to first submit the required documentation.
For more information on claims procedures and documentation, you may visit our claims page at https://www.sunlifemalaysia.com/customer-care/make-a-claim/overview/
Once you have made your submission, you can expect to receive the claims outcome either approved, declined, requiring further investigation or requesting for more documents within 9 working days.
If dissatisfied with any claim decision, please write to us at
Sun Life Malaysia Assurance Berhad /
Sun Life Malaysia Takaful Berhad
Level 7, 338 Jalan Tuanku Abdul Rahman
50100 Kuala Lumpur
Email us at firstname.lastname@example.org
Fax to us at 603-2614 3550
For claims below RM250,000.00, please refer your dispute to the Ombudsman for Financial Services (OFS) within six months from the date of our decision.
Ombudsman for Financial Services
(formerly known as Financial Mediation Bureau)
Level 14, Main Block
Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Telephone: 603 2272 2811
Facsimile: 603 2272 1577
For claims above RM250,000.00, you may contact Bank Negara Malaysia:
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Fax: (03) 2174 1515
For more information / documentation relating to claims, please visit
Sun Life Malaysia Assurance Berhad / Sun Life Malaysia Takaful Berhad (Sun Life Malaysia) is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company's assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.
Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your policy.