Lot 2747, Milea Residences Phase 2,
Parkcity Eastwood Miri 98000,
Miri, Sarawak.
Phone: 01129991688 | Email: Mrjky76@gmail.com
Complaints Action Bureau
Persatuan Insurans Am Malaysia (PIAM)
Level 3, Wisma PIAM,
No. 150, Jalan Tun Sambanthan,
50470 Kuala Lumpur.
CC: Tokio Marine Insurans (Malaysia) Berhad
Level 20, Menara Hap Seng 3, Kuala Lumpur.
TOKIO MARINE INSURANS (MALAYSIA) BERHAD
Dear Sir/Madam,
I am writing to formally lodge a complaint regarding the negligent handling and gross undervaluation of my motor insurance claim by Tokio Marine Insurance. Despite my attempts to resolve this amicably, the insurer has acted in bad faith.
Tokio Marine has offered an unreasonable settlement of RM 2,406.44, claiming this amount is "sufficient" to repair my vehicle—despite clear evidence and a professional workshop quotation of RM 12,594.83 for proper restoration using original parts.
Additionally, they refused to cover the damage to my rear bumper, falsely claiming they "did not receive information" about it. This is factually incorrect and constitutes negligent claim handling.
The insurer’s actions violate:
- The Principle of Indemnity: The policyholder must be restored to the pre-accident condition.
- Fair Claims Settlement Standards: As mandated by Bank Negara Malaysia.
- Good Faith Requirements: The insurer is misleading the claimant with technical excuses.
The insurer is hiding behind a flawed adjuster’s opinion, asserting that RM 2,406.44 is enough for repairs. This assessment is logically unsound. The gap between the offer and the actual repair cost is over 500%. This is not a negotiation; it is a denial of valid coverage.
Car components are designed as assemblies. A damaged part cannot be repaired based on "surface area" or "patchwork." To ensure safety, structural integrity, and OEM quality, the entire component must be replaced. The insurer's refusal to acknowledge this standard automotive practice is unacceptable.
Original parts alone cost tens of thousands of Ringgit. The workshop’s professional quotation of RM 12,594.83 is reasonable and consistent with market standards. The insurer’s RM 2,406.44 offer is insultingly low, technically unsound, and incompatible with the indemnity principle.
I purchased the highest-tier policy with a Betterment Waiver. This explicitly entitles me to:
- Original Parts (OEM);
- Proper replacement (not repair of damaged parts);
- Full restoration without betterment charges.
By forcing low-cost patchwork repairs, Tokio Marine is breaching the specific terms of the policy I paid a premium for.
I was not at fault in this accident. Yet, the insurer is attempting to burn my No Claim Discount (NCD) while simultaneously refusing to pay a fair settlement. This acts as a double penalty on the victim.
I demand PIAM's immediate intervention to ensure Tokio Marine:
1. Approves the full workshop quotation of RM 12,594.83 immediately.
2. Acknowledges coverage for the rear bumper.
3. Restores my NCD entitlement.
I trust PIAM will view this violation of consumer rights with the severity it deserves.
JACKY BONG
