Formerly known as the Grievance Mechanism Committee, HPPSC focuses on resolving systemic issues and improving communications between insurers, takaful operators and healthcare partners
KUALA LUMPUR, Jan 23 (Bernama) -- 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 marks a renewed commitment by the healthcare and insurance/takaful industry and its associations – Life Insurance Association of Malaysia (LIAM), Malaysian Takaful Associations (MTA) and General Insurance Association of Malaysia, supported by the Ministry of Health (MOH) and Bank Negara Malaysia (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 with the objective of bridging knowledge gaps and providing broad guidance aligned with fair treatment of policyholders and ethical patient management.
The Committee comprises representatives from both providers and payors, including the Malaysian Medical Association (MMA), the Association of Private Hospitals of Malaysia (APHM), insurance and takaful operators (ITOs), and third-party administrators (TPAs), with observers from MOH and BNM. It is co-chaired by representatives from the Malaysia Medical Association (MMA) and the Life Insurance Association (LIAM) and supported by the General Insurance Association of Malaysia (PIAM) and Malaysian Takaful Association (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.
“I am deeply privileged to be part of the HPPSC, representing the voices of patients and the wider public. This role carries a responsibility to ensure that discussions around the private healthcare ecosystem translate into meaningful improvements in processes, access, and equity, so that quality care remains fair and sustainable.” said Manvir Victor.
Since its reactivation last November 2025, the Committee has convened several meetings and is currently focused on initiatives aimed at improving patient and policyholder/certificate holder experience, strengthening communications between healthcare providers and payors, and standardising processes and procedures related to medical claims and guarantee letters. These initiatives also include the establishment of dedicated medical professional hotlines by ITOs and TPAs, as well as improving transparency and streamlining the de-panelling process for doctors and hospitals.
Co-Chair of HPPSC, Dr Vasu Pillai Letchumanan of MMA, said “The Malaysian Medical Association 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. We look forward to continuing our partnership to uphold high standards of healthcare delivery.”
Meanwhile, President of APHM, Datuk Dr Kuljit Singh added,” 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.”
Commenting on the progress to date, Mark O’Dell, Chief Executive Officer of LIAM and Co-Chair of HPSSC, who represents the ITOs 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.”
The insurance and takaful industry remain steadfast in its commitment to the HPPSC as a key platform for advancing collaborative solutions and promoting transparency across Malaysia’s private healthcare ecosystem. By working closely with healthcare providers patient and policyholders, the industry is actively addressing systemic challenges, building trust, and supporting fair and timely access to quality care for all policyholders.
Issued by: MMA, APHM, LIAM, MTA and PIAM
ABOUT MMA
The Malaysian Medical Association (MMA) is the largest professional body representing doctors in Malaysia. Established in 1959, we currently have more than 17,000 members across various specialties and practice settings nationwide. MMA is committed to advancing the medical profession, advocating for healthcare improvements, and supporting continuous professional development for doctors — all with the aim of ensuring better, safer, and more accessible care for patients throughout the country.
ABOUT APHM
The Association of Private Hospitals of Malaysia is more commonly known as APHM. This is an Association representing private hospitals and medical centers in Malaysia. The Association has been in existence since 1972 and currently has 169 members throughout Malaysia.
APHM member hospitals are key partners with the public sector healthcare providers in bringing comprehensive medical care to all Malaysians through its member hospitals.
The APHM plays an important role in its objective of helping to raise standards of medical care within the country. Some of the activities geared towards this objective include :-
• Ensuring patient safety and quality as a member of the National Patient Safety Council, the Malaysian Society for Quality in Health and the Malaysian Productivity Council.
• Working dialogues with public sector agencies including Ministry of Health Malaysia
• Participation in National working groups such as MPC, MITI and MATRADE.
• Training programs for all Healthcare providers which include the yearly Conference and Exhibition and regular smaller group workshops on clinical and administrative / managerial topics.
• Promotion of Health Tourism Activities regionally and internationally with the Malaysia Healthcare Travel Council (MHTC)
ABOUT LIFE INSURANCE ASSOCIATION MALAYSIA (LIAM)
Formed in 1974, the Life Insurance Association of Malaysia (LIAM) is a trade association registered under the Societies Act 1966. LIAM has a total of 16 members, of which 14 are life insurance companies and 2 life reinsurance companies. LIAM’s objectives are to promote a progressive life insurance industry; to enhance public understanding and appreciation for life insurance; to upgrade the image and professionalism of the life insurance industry and to support the regulatory authorities in developing a strong industry. Visit www.liam.org.my for details.
ABOUT MALAYSIAN TAKAFUL ASSOCIATION (MTA)
Malaysian Takaful Association (MTA) was established on November 2002 under the Societies Act 1966. It is a trade association representing all 19 licensed Takaful and Retakaful operators in the country. The objectives and the powers of MTA are to promote the interests of its members and to inculcate the implementation of self-regulation within the Takaful industry. More information on MTA can be obtained from its website: www.takaful4all.org
Facebook:facebook.com/MalaysianTakafulAssociation/
Instagram: instagram.com/malaysiantakafulassociation
ABOUT PERSATUAN INSURANS AM MALAYSIA (PIAM)
The history of PIAM originated from the establishment of various insurance and tariff associations set up in 1885 that played a role as a collective voice of the insurance industry in Malaya and Singapore shortly after the Independence of Malaya in 1957. In June 1961, the Insurance Association of Federation of Malaya was formed to maintain tariff insurance legislations and promote sound insurance practices. For the first time, an Association was established in Kuala Lumpur to safeguard the country's general insurance interest. Subsequently, PIAM was established in May 1979 as a statutory trade association recognised by the Government of Malaysia for all registered insurance business. Currently, PIAM has 23 member companies comprising direct general insurance and reinsurance companies operating in Malaysia.
To learn more about PIAM, visit www.piam.org.my
Facebook: facebook.com/PersatuanInsuransAmMalaysia
Instagram: instagram.com/piam_malaysia/
TikTok: https://www.tiktok.com/@piam_malaysia
SOURCE: MMA, APHM, LIAM, MTA and PIAM
FOR MORE INFORMATION, PLEASE CONTACT:
MMA:
Name: Mr Darren Atkinson
Press Officer
Malaysian Medical Association
Level 4, MMA House
124 Jalan Pahang
53000 Kuala Lumpur
Tel: 03 4041 1375 / +60 12-295 5042
Fax: 03 4041 8187
Email: secretary@mma.org.my
Website: mma.org.my
APHM:
Name: Muhammad Badri Hussin
CEO
Associations of Private Hospitals of Malaysia
A-17-01 Menara UOA Bangsar
5, Jalan Bangsar Utama 1
59000 Kuala Lumpur
Tel : 603 22841701
Email : badri@aphm.org.my / aphm@aphm.org.my
Website : https://aphm.org.my
LIAM:
Name: Puan Norizan Hassan
Head of Corporate Communications
Life Insurance Association of Malaysia
Level 6, AICB Building
No. 10, Jalan Dato' Onn
50480 Kuala Lumpur
Tel: 603-2691 6168 / 6628 / 8068
Email: liaminfo@liam.org.my
Website: www.liam.org.my
Facebook: LIAM – Life Insurance Association of Malaysia
Instagram: @liamalaysia
MTA:
Name: Puan Siti Nor Kamariah Ishak
Head, Corporate Communications
18th Floor, Main Block
Menara Takaful Malaysia
Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: 018-355 1427
Fax: +603-2031 8170
Email: mtasecretariat@malaysiantakaful.com.my
PIAM:
Name: Ms. Susanna G. Simon
Head of Corporate Communications
Persatuan Insurans Am Malaysia (PIAM)
Wisma PIAM
150, Jalan Tun Sambanthan
50470 Kuala Lumpur, Wilayah Persekutuan
Tel: 03-2274 7399
Fax: 03-2274 5910
Email: susanna.simon@piam.org.my
Website: www.piam.org.my
--BERNAMA
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