Complaint Settlement Mechanism
Intra Asia receives complaints in the form of :
- Customer Complaint
- Customer Complaint Confirmation (maximum 10 working days)
- The result of the customer complaint, can it be resolved within 10 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. 10 working days total settlement max. 20 working days)
Notes:
Extension of time for Complaint resolution applies in the following circumstances:
- The required documents are not in the Company's domicile.
- 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
- There are other matters that are beyond the control of the company such as the involvement of third parties outside the Insurance company
- The financial transaction complained of requires special research on documents
Complaints can be submitted verbally or in writing via: