Healthcare Partners Protocol & Solutions Committee (HPPSC) Strengthens Collaboration to Enhance Medical Claims Management

Kuala Lumpur, 23 January 2026 – 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 multi-stakeholder 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.