When I decided to insure myself to Malayan Insurance Family Protect Plus I received a letter from them and here is what they said to me:
Thank you for choosing Family Protect Plus as your insurance plan. You have taken an important step in safeguarding the financial security of your family.
The attached Confirmation of Cover (COC) will provide you with the summary of the terms and conditions of your coverage. Please read through the provisions carefully.
If you have questions regarding your coverage, you may call YGC-CSI at (02)894-2890. Our Customer Care Officers will be most pleased to assist you.
So, after reading that beautiful letter, I cannot attest to its truthfulness. I have made a BIG MISTAKE when I decided to choose Family Protect Plus as my insurance plan. And though I have read through the provisions carefully, I have not quite understood why it is so hard to make a claim with them. And their Customer Care Officers are not pleased to assist me.
My son was admitted last year for 4 days. According to my COC, my son’s daily hospitalization benefit is 1,250php per day. It is just a small amount but it will be a very big help to my son’s hospital bills. I have sent the needed documents last January through LBC and I have waited for so long for Malayan Insurance to call me. So last March I have decided to call their hotline using my mobile phone because we don’t have landlines here in my place. The Customer Care Officer just told me that they have not received any documents and that they will check their files first then they will call me back. I haven’t heard from them so I called them back last April, and again the Customer Care Officer told me that she will just call me if they can find my files and that she will ask the person who is assigned to receive such documents and so I waited for her call. Oh how time flies, but still, they have not called my cellular phone number to confirm if they have or they have not received my documents.
And now, May is almost over, so I decided to call their hotline number 02-242-8888-495 and guess what, I was transferred ten times!!! I am so tired of telling them, saying that “hey, I want to follow up with regards to my claims about the Family Protect Plus, etc” and then the person I am talking to would just say “Oh, this is not the claims department, I will transfer you to them”, TEN TIMES! Hey, doesn’t anybody of you know where to connect my call? Aside from being transferred TEN TIMES, they also cut the line. I mean, I was calling, using my cellular phone, and the Customer Care Officer would tell me, wait for a moment Ma’am then the line just went dead twice! CUSTOMER CARE my a**. I am your client and I deserve not to be mistreated.
So now, I have decided to STOP my Insurance Plan with them and they give me a f*ckin not working number. 894-2890, that is the number where I could talk to somebody with a common sense and it is not WORKING! I told the woman I am speaking to that I am just using my cellular phone and that we don’t have a land line number and if that number should be dialled with an area code or something and she told me that it can be dialled using my phone and voila, it didn’t work.
Hello Malayan Insurance marketing people, would you mind stop me from blabbering here and will you please email me with something worth my while. I want to cancel MY INSURANCE POLICY with you and I want you to stop charging my credit card because HONESTLY, I AM NOT SATISFIED with the way you deal with your client. I think you need to study and understand more about your INSURANCE POLICY and have your employees attend seminars to know what they needed to do with their work because I think, oh no, I believe they do not know what they are doing.
Friends, if you are thinking of insuring yourself, better stay away from Malayan Insurance. Hmmm, maybe it is okay if you live in Makati or near Makati so you can drag your a** in their office and talk to them face to face when you are making claims, rather than talking with them on the phone. I am paying a small premium every month compared to other insurance policies but just because I am paying a rather small amount doesn’t mean that you will not give me what is due to me.