Thank you for your support in trusting Chubb as your insurance protection provider for you and family. It is our commitment to focus on providing the best services to our customers, whereas one of the services is to provide information regarding our complaint handling procedure.
1ST LEVEL – COMPLAINT HANDLING PROCEDURE
If you are dissatisfied with our product and services and wish to lodge a complaint, please contact:
- Call Center Hotline
You can contact our call center hotline that operates 24 hours in hotline number 1500 257; or
You can send email to Contact.ID@chubb.com
Please give us your data, policy no. and other information which related to the complaint.
Chubb Complaint Handling Unit will receive and follow up to related department in 1 x 24 hours. We will review your complaint correctly and objectively. Further, we will settle your complaint in a period of 20 working days after receiving the complaint.
If we are unable to settle the complaint within 20 working days, we will inform you in written letter regarding the reason of our inability to settle the complaint in timely manner.
2ND LEVEL – COMPLAINT HANDLING PROCEDURE
If you are still dissatisfied with the 1st level complaint handling procedure, then you may request to re-review the complaint in 2nd level complaint handling procedure. We will re-review and investigate the complaint in correctly and objectively and provide our final decision to you.
In case you are still dissatisfied with our settlement in 1st and 2nd level of complaint handling procedure and want to request the settlement with third party involvement, you may contact one of the following institutions: Badan Mediasi Asuransi Indonesia (BMAI), the Court, or Arbitration board.