Kuala lumpur: A total of 222 complaints regarding medical and health insurance/takaful (MHIT) products from the public were received by Bank Negara Malaysia Laman Informasi Nasihat dan Khidmat (BNMLINK) throughout 2025, according to the Ministry of Finance (MoF).

According to BERNAMA News Agency, the MoF reported that out of the total number of complaints recorded, 96 percent, or 213 complaints, were resolved by insurers and takaful operators (ITOs). The government, together with the medical industry, hospitals, ITOs, and Bank Negara Malaysia (BNM), has reactivated the Health Complaints Mechanism Committee, which serves as a platform to address operational and business practice issues, as mentioned by the ministry in a written reply published on the Parliament website.

BNMLINK, a one-stop contact center for Bank Negara Malaysia, aims to provide financial information resources and resolution channels for consumers to lodge complaints against financial service providers. The MoF's response was to a question from Suhaizan Kaiat (PH-Pulai) regarding the government's efforts to resolve disputes between private hospitals and insurance operators over treatment payments. Private hospitals have complained that ITOs interfered in treatment matters to reduce costs, affecting the necessary treatment for patients.

The MoF also clarified that ITOs and third-party administrators do not have the authority to determine patient care, which remains the exclusive responsibility of doctors. If the recommended treatment is not covered under the insurance policy, payment can be settled directly by the patient, similar to policies with deductibles paid by the patients themselves.