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Complaints Handling

We are committed to providing you with the highest quality service and strive to continuously improve it. If you feel that the services we provide have not met your expectations or have questions regarding your insurance policy, please do not hesitate to contact us:

PT PFI Mega Life Insurance
GKM GREEN TOWER Lantai 17
Jl. T.B. Simatupang Kav. 89G, RT.10/RW.002
Kel. Kebagusan, Kec. Pasar Minggu,
Jakarta Selatan 12520
T: +62-21 2954 5555
E: cs@pfimegalife.co.id

When submitting a complaint, please include your personal data, policy number and other relevant information related to your complaint. Your submission will be received by our Complaint Handling Unit and forwarded to the relevant department within a maximum of 1x24 hours. We will review your complaint carefully and objectively. We will resolve your complaint in time:

  1. Verbal complaints take a maximum of 5 (five) working days from the time the complaint is received, if there are certain conditions that require more time to complete the required information/data/documents, then we ask you to submit your complaint in writing 
  2. Written complaints within a maximum of 10 (ten) working days after the complete documents are received.

If resolution requires further more time, we will inform you in written form of an extension on the complaint resolution period of 10 working days as well as an explanation of the particular conditions faced. 

If you feel that the resolution at the initial stage is not satisfactory, you can apply for a review through further procedures. We will review your complaint objectively and provide a final decision. In the event that you are still not satisfied with the results of the settlement, you have the right to request a settlement through a third party, namely:

  1. Alternative Dispute Resolution Institution (LAPS) in the Financial Services Sector; or
  2. District Court in accordance with applicable regulations

Thank you for your trust in PT PFI Mega Life Insurance. We always try to provide the best service for you.