Malaysia's insurance industry has renewed its commitment to strengthening transparency and fairness in medical claims management. Supported by the Ministry of Health (MOH) and Bank Negara Malaysia (BNM), the industry will focus on resolving systemic issues and improving communications between insurers, takaful operators and healthcare partners.
A joint press release issued by Malaysian Medical Association (MMA), Association of Private Hospitals of Malaysia (APHM), Life Insurance Association of Malaysia (LIAM), General Insurance Association of Malaysia (PIAM) and Malaysian Takaful Association (MTA) on 23 January 2026 said, “The Healthcare Partners Protocol & Solutions Committee (HPPSC), formerly known as the Grievance Mechanism Committee, continues to strengthen industry collaboration to enhance medical claims management, address systemic issues and improve communications between insurers, takaful operators and healthcare partners.
“Established as a joint multistakeholder platform, the Committee addresses common issues relating to medical claims and related guarantee letter (GL) processes.”
“It provides a structured platform for constructive engagement, enabling stakeholders to identify root causes, develop practical solutions and promote greater transparency across the private healthcare insurance financing ecosystem.”
The renaming of the Committee to HPPSC reflects its expanded and more proactive role in identifying issues, developing solutions and driving implementation through collaborative protocols and best practices.
This evolution also marks a renewed commitment by the healthcare and insurance/takaful industry and its associations (LIAM, MTA and PIAM), supported by the MOH and BNM, to strengthen transparency and fairness in medical claims management.
The HPPSC’s mandate includes co-developing claims protocols, resolving systemic issues, improving communications, fostering collaboration, and recommending practical best practices that enhance operational efficiency and patient experience.
The Committee reviews issues received through medical professional bodies and industry associations to bridge knowledge gaps and provide broad guidance on fair treatment of policyholders and ethical patient management.
The Committee comprises representatives from both providers and payors, including the MMA, APHM, insurance and takaful operators (ITOs), and third-party administrators (TPAs), with observers from MOH and BNM.
The Committee is co-chaired by representatives from the MMA and LIAM and supported by PIAM and MTA, reflecting a shared commitment to collaborative problem-solving.
In line with its focus on patient-centric outcomes, the Committee has recently expanded its membership to include a patient advocate, Manvir Victor, to ensure that patient perspectives are represented in discussions and solutions.
HPPSC Co-Chair and MMA representative Dr Vasu Pillai Letchumanan said, “MMA welcomes the strengthened collaboration under the HPPSC. By enhancing protocols and streamlining medical claims management, this initiative will not only reduce administrative burdens for healthcare professionals but also ensure patients receive timely and efficient care.”
APHM president Datuk Dr Kuljit Singh said, “From a patient perspective, initiatives like the HPPSC’s collaborative approach are critical. Streamlined claims management means less stress and faster access to treatment, ensuring patients can focus on recovery rather than paperwork. We applaud the commitment of all stakeholders in putting patients’ needs at the centre of this process.”
LIAM CEO and co-chair of HPSSC Mark O’Dell said, “The HPPSC has already resulted in improved communication and collaboration amongst private healthcare stakeholders. These early engagements are an important step towards addressing shared challenges in a constructive and sustainable manner.”