Intra Asia receives complaints in the form of :

1. Customer Complaint
2. Customer Complaint Confirmation (maximum 20 working days)
3. The result of the customer complaint, can it be resolved within 20 working days?

• If it can, then it can be directly informed or conveyed to the customer.
• Otherwise, Intra Asia is required to provide information to the customer regarding the extension of time to resolve the complaint in writing.

(Major Complaint Time extension* complaint resolution max. 20 working days total settlement max. 40 working days)
 

Notes:
Extension of time for Complaint resolution applies in the following circumstances:

1. The required documents are not in the Company's domicile.
2. The Complaint receiving office is not the same as the office where the problem complained about occurred and there are communication problems between the two offices
3. There are other matters that are beyond the control of the company such as the involvement of third parties outside the Insurance company
4. The financial transaction complained of requires special research on documents

Complaints can be submitted verbally or in writing via:

(021) 7986129 customercare@intraasia.id