How to File Your Complaint with the Insurance Commission via Mail or Email

You can file your insurance complaint or pre-need complaint thru mail or email, according to the Insurance Commission of the Philippines.

Some people commenting on our other blogs say they're not receiving a reply from the IC, but we presume their documents are not complete. We suggest you complete your documents.

To ensure that your complaint is processed, send the following:

1.   Letter of complaint, including your specific request for help
2.   Copy of insurance policy or pre-need contract
3.   Police report, if this is related to the complaint, such in motor vehicle insurance claims

In your letter of complaint, include the following information:
(The IC didn't say something about the Letter of Complaint. I compiled this list from complaint letters with the SEC, etc.)

1. Your complete name and address
2. Your insurance policy or pre-need plan:
- insurance policy name or pre-need plan name
- insurance or pre-need company name
- amount of insurance or pre-need plan
- insurance policy number or pre-need plan number
3.  What the company failed to do for you, according to the provisions of the policy or contract
4. What specific action do you like the IC to help you with.

Note: Be calm in your letter. Don't use cuss words. Be as factual as possible.

Mail your documents to:

HON. EMMANUEL F. DOOC
Insurance Commissioner
INSURANCE COMMISSION
1071 United Nations Ave.,
Ermita, Manila 


Attention:  


ATTY. JOSEPH P. OSIAS
Head of Division
Public Assistance and Information Division

You can fax your documents to:

404-17-58

You can email your documents to:

pubassist@insurance.gov.ph

It's recommended you email or fax your documents during these hours:

Monday to Friday, except holidays
from 8 am to 5 pm

According to IC, the following steps are their standard operating procedures for handling emailed, mailed or faxed complaints:

1. Receing clerk receives complaint documents.
2. Complaint is registered on the Claims Register.
3. Action Officer reviews the complaint and contacts the complainant if needed.
4. Action Officer prepares notice of conference or referral letter.
5. Division Chief reviews notice of conference or referral letter and signs approval.
6. Releasing Clerk forwards notice or referral to the Releasing Section.
7. Notice of conference is sent to the complainant.
8. Action Officer or Division Chief conducts mediation conference.
9. Complainant and insurance firm representative arrives at a settlement.
9. Hearing Officer ensures compliance with settlement.
10.If there's no settlement, or if complainant doesn't accept the settlement, Division Chief or Action Officer advises complainant about filing a case in court or in any other forum
11. If settlement is accepted and complied with, the case is recorded in the IC List of Closed Cases.

Related Article:
Life Insurance Companies in the Philippines With Licenses Renewed for 2011
Pre-Need Companies Under Insurance Commission Conservatorship as of Feb 2012