We are committed to provide efficient and effective services in handling complaints and enquiries. We will actively seek feedback, suggestions or complaints on how we can serve customers better. You can contact us through these channels:
Complaint Management Unit
Level 5, Tower B
No. 1, Jalan Maarof
59000 Kuala Lumpur
Fax : +603 2785 3093
To help us resolve your enquiry/complaint promptly, it is important that you give us as much information as possible when you contact us.
Once we receive this information, we will be able to assess or investigate your enquiry/complaint and work towards a resolution.
If you feel that your dispute has not been resolved fairly, you have the option of referring the matter to the Ombudsman for Financial Services (OFS), subject to the scope of OFS which is available at www.ofs.org.my, within six months of receiving our decision or to Bank Negara Malaysia (BNM).
We strive to respond in a timely manner:
We will strive to help customers find the right product to suit their needs.
|A. Certificate Account Turnaround Time (from receipt of full documentation, information and payment of contribution):-|
|1. Certificate Issuance|
|I. Standard Cases||Within 5 working days|
|II. Additional information required / pre-existing medical condition / complex cases||Within 10 working days|
|2. Change of certificate account details (endorsement)|
|I. Certificate Changes (Non-financial):||Within 3 working days|
|II. Certificate Changes (Financial):|
Within 5 working days
Within 10 working days
|3. Reinstatement||Within 10 working days|
|B. Renewal Notice Issuance:|
|I. For certificate with guaranteed renewal,||Contribution due notice will be issued not less than 30 calendar days before the next contribution due date.|
|II. Notification of Revised Contribution to renewable basic term certificate / term rider||Will be issued not less than 30 calendar days before the expiry of existing certificate / rider|
|C. Cancellation/surrendering of certificate:||10 working days upon receipt of full documents – to also include processing of refund|
|D. Issuance of medical / hospitalization card for individuals -||Within same business day of certificate issuance.|
|A. Certificate Issuance (upon acceptance in the certificate system)|
|1. New and Existing Customer:|
5 working days (with the exception of new vehicles to be registered with JPJ)
|II. Non-Motor||Within 10 working days (applicable for individuals only, not applicable to group)|
|2. Change of certificate details / reissuance upon lapse / endorsement (upon acceptance in the certificate system):|
|I. Motor||Within 3 working days|
|II. Non-Motor||Within 5 working days|
|3. Renewal notice issuance:||30 calendar days before expiry of existing certificate.|
|4. Cancellation/ surrendering of certificate (including refund of contribution).|
|I. Motor||Within 5 working days|
|II. Non-Motor||Within 7 working days|
We aim to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you will need to submit sufficient documentation.
Once you have made your submission, you can expect to receive a response from us within 14 working days with regard to the status of your claim. In some cases, it may take a longer period to finalise the claim due to incomplete document or further information is required. If you require assistance or are not satisfied with the claim decision, please contact us via our website at www.etiqa.com.my/en/feedback or you may write to our Complaint Management Unit at firstname.lastname@example.org.
If you are not satisfied with the final decision with regard to your appeal, you may write to the Ombudsman for Financial Services (OFS) within six months of receiving the decision. Please refer to the scope of OFS at www.ofs.org.my. If the dispute is beyond the scope of the OFS, you may call or write to Bank Negara Malaysia (BNM).
Chief Executive Officer
Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur
Tel no. : 603 2272 2811
Fax no. : 603 2272 1577
Email : email@example.com
Website : www.ofs.org.my
Bank Negara Malaysia
Customer Service Centre
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Ground Floor, D Block,
Jalan Dato' Onn,
50480 Kuala Lumpur
Contact Centre (BNMTELELINK):
Jabatan LINK & Pejabat Wilayah,
Bank Negara Malaysia
P.O. Box 10922,
50929 Kuala Lumpur
Tel no. : 1-300-88-5465 (local) / 603-2174-1717 (overseas)
Fax no. : 603-2174 1515
Email : firstname.lastname@example.org
We will respond within 7 working days of receiving your claims submission. Our claims procedure is as follows:
We will respond within 14 working days of receiving your claims submission. Our claims procedure is as follows:
Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad are committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.
Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and that of your future generation. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some important points here which could help you in making the right decision pertaining to your certificate.