Client Charter Insurance

The Etiqa Way

Insurance is about helping people.
Helping them to protect their assets,
maintain their lifestyle

We promise you to keep things as simple as possible;
deliver on our promises
and along the way, humanize insurance.
and build a better future.

In everything we do
we keep things as simple as possible;
we deliver on our promise
and that's how we humanize insurance

We consider Shariah-compliance
a most important and strategic priority;
and regularly ensure that the guidance and advice
received from the Shariah Committee
are implemented in letter and spirit.

In doing so,
we act with professionalism, empathy,
courage and integrity for all your insurance needs.

We make a difference by doing it The Etiqa Way.

Easy to reach

We are committed to provide efficient and effective services in handling complaints and enquiries. We will actively seek feedback, suggestions or complaints on how insurers can serve customers better. You can contact us through these channels:

  • Visit any of our Branches nationwide
  • Call Etiqa Oneline at 1 300 13 8888
  • Register for MyAccount (submit your enquiries/complaints via e-Service Request)
  • Write to us at:

Complaint Management Unit
Level 5, Tower B
Dataran Maybank
No. 1, Jalan Maarof
59000 Kuala Lumpur
E-mail: cmu@etiqa.com.my
Fax : +603 2785 3093

Alternatively, you may submit your feedback via our enquiry form or Facebook page.

Our commitment to enquiries and complaints
 

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong. We will ensure consistent and thorough complaints handling.
 
We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have.  If we have not met your expectations, please let us know.  If we have exceeded your expectations, we would be glad to hear them too.

Our complaints handling process is based on the following principles:
  • Acceptance – we recognize that we may not have met your expectations and will accept all complaints.
  • Ownership – we are responsible for resolving your complaint.  If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
  • Collection of Information – we will confirm the details of your complaint and clarify if we are unsure.
  • Treatment – we will ensure that you and your complaint are treated fairly.
  • Commitment – we will follow-through on what we commit to doing.
  • Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days.  For complaints which may take more time to resolve, we will keep you informed of our progress.
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

 

Details of your enquiries/complaints
 

To help us resolve your enquiry/complaint promptly, it is important that you give us as much information as possible when you contact us.

  1. Account Information - your name, policy number or account number. We will perform a verification process on the customer.
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
  3. Enquiry/Complaint Information - the details of your enquiry/complaint in order for us to work further in providing you with a satisfactory resolution. If you have evidence to support your enquiry/complaint, please provide as well. We will communicate clearly on the issue and gather adequate information for an informed resolution.


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).

Response to enquiries
 

We strive to respond in a timely manner:

  1. Walk-in Customers
    • Customers will mostly be served within 10-15 minutes.

  2. Phone Enquiries
    • Responses from our automated voice response are instant.
    • Calls will mostly be answered within 20 seconds.
    • Straight-forward enquiries will be addressed immediately.
    • We strive to settle enquiries that require a follow-up within 5 working days. However, complex cases may take more than 5 working days.

  3. Enquiries via Email
    • An automated response to acknowledge receipt will be forwarded to you upon receipt of your email.
    • We strive to provide a resolution to your enquiry within 3 working days from the date of receipt. However, complex cases may need more time to resolve. You will be updated regularly if your enquiry requires in-depth investigation.

Response to complaints
 

  • An acknowledgement will be sent to you within a working day upon receipt of your complaint.
  • A response will be sent you within 14 working days from the date the complaint is received.
  • If the case requires further investigation, you will be contacted on the reasons for the delay and the need for additional time.
  • A progress update will be issued every 30 working days until the case is resolved.

Understanding Customer’s Needs

We will strive to help customers find the right product to suit their needs.

  1. Knowledgeable and ethical staff and agents are available to serve customers.
  2. Training
    • Ensure employees and intermediaries are properly trained on products and services offered.
    • Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
       
  3. Understanding Customer's Needs
    In order to understand the customers’ profile adequately, takaful operators including their agents shall:
    • Listen attentively to the customers.
    • Acknowledge and properly understand the customers’ needs and preferences.
    • Ask for requisite information and documents to advise the customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.
    • Offer options of suitable products and services to meet the customers’ needs and wants.
       
  4. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.
​​
Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and insurers shall operate accordingly.

For a Life & Health Product

We will ensure efficient policy servicing and we shall provide the relevant documentation in a timely manner.
 
A. Policy Account Turnaround Time (from receipt of  full documentation, information and payment of premium):-
1. Policy 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 policy account details (endorsement)  
I. Policy Changes (Non-financial): Within 3 working days 
II. Policy Changes (Financial):  
  • Standard cases
  • Non-Standard cases
Within 5 working days
Within 10 working days
3. Reinstatement Within 10 working days
B. Renewal Notice Issuance:
I. For policy with guaranteed renewal, Premium due notice will be issued not less than 30 calendar days before the next premium due date.
II. Notification of Revised Premium to renewable basic term policy / term rider Will be issued not less than 30 calendar days before the expiry of existing policy / rider
C. Cancellation/surrendering of policy: 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 policy issuance.

For a General Product

A. Policy Issuance (upon acceptance in the policy system)
1. New and Existing Customer:
I. Motor:  
  • E-policy
  • Manual
Immediately
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 policy details / reissuance upon lapse / endorsement (upon acceptance in the policy 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 policy.
4. Cancellation/ surrendering of policy (including refund of premium).
I. Motor Within 5 working days
II. Non-Motor Within 7 working days

Delivering our promises through our claims process

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 cmu@etiqa.com.my.

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).

OFS
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 : enquiry@ofs.org.my
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 : bnmtelelink@bnm.gov.my

General Insurance Claims

We will respond within 7 working days of receiving your claims submission. Our claims procedure is as follows:

  • Claims registration, complete documentation (stamp date received).
  • Claims assessment:
    • For non-complex claims, you will be updated on the progress in 7 working days.
    • For complex claims (insufficient documents), you will be updated on the progress in 14 working days.

 

Life Insurance Claims

We will respond within 14 working days of receiving your claims submission. Our claims procedure is as follows:

 

  • For legitimate, straightforward cases with full documentation, we will settle your claim within 14 working days.
  • For complex cases (insufficient documents/require further investigation), you will be updated on the progress in 14 working days.

Anti-Fraud Statement

Etiqa Life Insurance Berhad and Etiqa General Insurance 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.

Key points to remember

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 policy.

  1. Free Look Period
    • The free look period starts from the date you first received your new policy document.
    • If you decide to cancel your policy, you have 15 days from the date you first received the policy document. Please write to the company to confirm your intention.
    • The full premium will be refunded if cancellation is made during the free look period.

  2. Your Personal Information
    We are committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have in place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.
    • Your personal information will only be used by Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad authorized personnel in the course of processing and administering your policy.
    • Your data will never be shared with another party that is not authorized by Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad to process or administer your policy.

  3. Comprehensiveness and Transparency in Product Information
    We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.

  4. Disclaimer
    We reserve the right to accept or reject an application to participate in our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

    Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad do not warrant the accuracy, adequacy or completeness of the information in the Client Charter and expressly disclaims liability for any delays, errors or omissions in the information provided. In addition, Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad may, from time to time, at its absolute discretion, change, delete or replace the information provided therein.

    The information contained in this Client Charter is strictly to be read and construed as general information for quick reference purposes only and shall not in any event be treated as a binding contract in any way whatsoever.

    You are advised to contact Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad or its agents for further details and more in-depth information.

Client Charter Takaful

The Etiqa Way

Insurance is about helping people.
Helping them to protect their assets,
maintain their lifestyle

We promise you to keep things as simple as possible;
deliver on our promises
and along the way, humanize insurance.
and build a better future.

In everything we do
we keep things as simple as possible;
we deliver on our promise
and that's how we humanize insurance

We consider Shariah-compliance
a most important and strategic priority;
and regularly ensure that the guidance and advice
received from the Shariah Committee
are implemented in letter and spirit.

In doing so,
we act with professionalism, empathy,
courage and integrity for all your insurance needs.

We make a difference by doing it The Etiqa Way.

Easy to reach

We are committed to provide efficient and effective services in handling complaints and enquiries. We will actively seek feedback, suggestions or complaints on how insurers can serve customers better. You can contact us through these channels:

  • Visit any of our Branches nationwide
  • Call Etiqa Oneline at 1 300 13 8888
  • Register for MyAccount (submit your enquiries/complaints via e-Service Request)
  • Write to us at:

Complaint Management Unit
Level 5, Tower B
Dataran Maybank
No. 1, Jalan Maarof
59000 Kuala Lumpur
E-mail: cmu@etiqa.com.my
Fax : +603 2785 3093

Alternatively, you may submit your feedback via our enquiry form or Facebook page.

Our commitment to enquiries and complaints
 

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong. We will ensure consistent and thorough complaints handling.
 
We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have.  If we have not met your expectations, please let us know.  If we have exceeded your expectations, we would be glad to hear them too.

Our complaints handling process is based on the following principles:
  • Acceptance – we recognize that we may not have met your expectations and will accept all complaints.
  • Ownership – we are responsible for resolving your complaint.  If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
  • Collection of Information – we will confirm the details of your complaint and clarify if we are unsure.
  • Treatment – we will ensure that you and your complaint are treated fairly.
  • Commitment – we will follow-through on what we commit to doing.
  • Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days.  For complaints which may take more time to resolve, we will keep you informed of our progress.
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

 

Details of your enquiries/complaints
 

To help us resolve your enquiry/complaint promptly, it is important that you give us as much information as possible when you contact us.

  1. Account Information - your name, policy number or account number. We will perform a verification process on the customer.
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
  3. Enquiry/Complaint Information - the details of your enquiry/complaint in order for us to work further in providing you with a satisfactory resolution. If you have evidence to support your enquiry/complaint, please provide as well. We will communicate clearly on the issue and gather adequate information for an informed resolution.


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).

Response to enquiries
 

We strive to respond in a timely manner:

  1. Walk-in Customers
    • Customers will mostly be served within 10-15 minutes.

  2. Phone Enquiries
    • Responses from our automated voice response are instant.
    • Calls will mostly be answered within 20 seconds.
    • Straight-forward enquiries will be addressed immediately.
    • We strive to settle enquiries that require a follow-up within 5 working days. However, complex cases may take more than 5 working days.

  3. Enquiries via Email
    • An automated response to acknowledge receipt will be forwarded to you upon receipt of your email.
    • We strive to provide a resolution to your enquiry within 3 working days from the date of receipt. However, complex cases may need more time to resolve. You will be updated regularly if your enquiry requires in-depth investigation.

Response to complaints
 

  • An acknowledgement will be sent to you within a working day upon receipt of your complaint.
  • A response will be sent you within 14 working days from the date the complaint is received.
  • If the case requires further investigation, you will be contacted on the reasons for the delay and the need for additional time.
  • A progress update will be issued every 30 working days until the case is resolved.

Understanding Customer’s Needs

We will strive to help customers find the right product to suit their needs.

  1. Knowledgeable and ethical staff and agents are available to serve customers.
  2. Training
    • Ensure employees and intermediaries are properly trained on products and services offered.
    • Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
       
  3. Understanding Customer's Needs
    In order to understand the customers’ profile adequately, takaful operators including their agents shall:
    • Listen attentively to the customers.
    • Acknowledge and properly understand the customers’ needs and preferences.
    • Ask for requisite information and documents to advise the customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.
    • Offer options of suitable products and services to meet the customers’ needs and wants.
       
  4. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.
​​
Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and insurers shall operate accordingly.

For a Life & Health Product

We will ensure efficient policy servicing and we shall provide the relevant documentation in a timely manner.
 
A. Policy Account Turnaround Time (from receipt of  full documentation, information and payment of premium):-
1. Policy 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 policy account details (endorsement)  
I. Policy Changes (Non-financial): Within 3 working days 
II. Policy Changes (Financial):  
  • Standard cases
  • Non-Standard cases
Within 5 working days
Within 10 working days
3. Reinstatement Within 10 working days
B. Renewal Notice Issuance:
I. For policy with guaranteed renewal, Premium due notice will be issued not less than 30 calendar days before the next premium due date.
II. Notification of Revised Premium to renewable basic term policy / term rider Will be issued not less than 30 calendar days before the expiry of existing policy / rider
C. Cancellation/surrendering of policy: 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 policy issuance.

For a General Product

A. Policy Issuance (upon acceptance in the policy system)
1. New and Existing Customer:
I. Motor:  
  • E-policy
  • Manual
Immediately
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 policy details / reissuance upon lapse / endorsement (upon acceptance in the policy 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 policy.
4. Cancellation/ surrendering of policy (including refund of premium).
I. Motor Within 5 working days
II. Non-Motor Within 7 working days

Delivering our promises through our claims process

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 cmu@etiqa.com.my.

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).

OFS
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 : enquiry@ofs.org.my
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 : bnmtelelink@bnm.gov.my

General Takaful Claims

We will respond within 7 working days of receiving your claims submission. Our claims procedure is as follows:

  • Claims registration, complete documentation (stamp date received).
  • Claims assessment:
    • For non-complex claims, you will be updated on the progress in 7 working days.
    • For complex claims (insufficient documents), you will be updated on the progress in 14 working days.

 

Family Takaful Claims

We will respond within 14 working days of receiving your claims submission. Our claims procedure is as follows:

 

  • For legitimate, straightforward cases with full documentation, we will settle your claim within 14 working days.
  • For complex cases (insufficient documents/require further investigation), you will be updated on the progress in 14 working days.

Anti-Fraud Statement

Etiqa Life Insurance Berhad and Etiqa General Insurance 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.

Key points to remember

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 policy.

  1. Free Look Period
    • The free look period starts from the date you first received your new policy document.
    • If you decide to cancel your policy, you have 15 days from the date you first received the policy document. Please write to the company to confirm your intention.
    • The full premium will be refunded if cancellation is made during the free look period.

  2. Your Personal Information
    We are committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have in place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.
    • Your personal information will only be used by Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad authorized personnel in the course of processing and administering your policy.
    • Your data will never be shared with another party that is not authorized by Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad to process or administer your policy.

  3. Comprehensiveness and Transparency in Product Information
    We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.

  4. Disclaimer
    We reserve the right to accept or reject an application to participate in our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

    Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad do not warrant the accuracy, adequacy or completeness of the information in the Client Charter and expressly disclaims liability for any delays, errors or omissions in the information provided. In addition, Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad may, from time to time, at its absolute discretion, change, delete or replace the information provided therein.

    The information contained in this Client Charter is strictly to be read and construed as general information for quick reference purposes only and shall not in any event be treated as a binding contract in any way whatsoever.

    You are advised to contact Etiqa Life Insurance Berhad and Etiqa General Insurance Berhad or its agents for further details and more in-depth information.