Pillar 3: Timely, Transparent, And Efficient Service

 
We will set clear responsibilities towards customers and uphold it.
 
We have a standard commitment on clear responsibilities which is written in our Client Charter and it covers the following guiding principles:
 
  1. A clear and concise objective of the Charter
     
  2. Mission
     
  3. Values that we provide to you, such as fairness, transparency, integrity, ethics, professionalism, and timeliness
     
  4. Efficient and effective communication channels
We will set a clear expectation on the time taken for various services.
 
To allow our customers to have a clear expectation on the time taken for various services:
 
  1. Delivery of Services:
Information on turnaround time on delivery of services is made available in the Customer Charter through various channels (head office/branches/call centre/website). 
 
  1. Standards to be adopted:
  • ​Serve walk-in customers promptly
  • Customer Waiting Time: Within 15 minutes
We will ensure efficient policy/certificate servicing and provide relevant documentation in a timely manner.
 
  1. We will inform you of each step and documentation required to alter, renew, surrender, or cancel a policy/certificate, e.g., what happens when there are changes to the policy/certificate, notice on renewal, and etc, as well as the consequences arising from any of these actions.
     
  2. We will remind you to inform us of any changes in the risk before renewal via the renewal notice we issue to you.
     
  3. We comply with the standard operating procedure that has been set in all our dealings with you.
Target Service Level Life and Health including Takaful General Insurance and Takaful
Issuance of Policy/Certificate for New and Existing Customer
  • Within 5 working days
  • Within 10 working days (where additional information is required and/or involves pre-existing medical condition)
 Motor
  • Immediately for e-policies
  • Within 5 working days for manual applications (new vehicles must be registered with JPJ)
Non Motor
  • Within 10 working days (applicable for individuals only, not group)
Issuance of Renewal Notice for Policy/Certificate with Guaranteed Renewal
  • At least 30 calendar days before the next premium/contribution due date
​*For all except monthly payment method
 
  • At least 30 calendar days before the next premium/contribution due date
Issuance of Renewal Notice for Policy/Certificate/Term Rider Eligible for Renewal
  • At least 30 calendar days before the next premium/contribution due date
*For all except monthly payment method
 
  • At least 30 calendar days before the expiry of the existing policy/certificate/term rider
Target Service Level Life and Health including Takaful General Insurance and Takaful
Financial-related Changes to Policy/Certificate
  • Within 5 working days
  • Within 10 working days (where additional information is required and/or involves pre-existing medical condition)
Motor
  • Within 3 working days
Non-Motor
  • Within 5 working days
Non-financial related Changes to Policy/Certificate
  • Within 3 working days
Motor
  • Within 3 working days
Non-Motor
  • Within 5 working days
Target Service Level Life and Health including Takaful General Insurance and Takaful
Reinstatement of Policy/Certificate
  • Within 10 working days
Motor
  • Within 3 working days
Non-Motor
  • Within 5 working days
Cancellation/Surrender of Policy/Certificate with Refund of Premium/Contribution
  • Within 10 working days
Motor
  • Within 3 working days
Non-Motor
  • Within 5 working days
 
Note: The timelines above do not take into account the onboarding process/introduction that we have for our products and services, and are subject to circumstances where the policy/certificate is accepted/approved by us and/or full payment of premium/contribution is made and/or complete documents are submitted. 
We will be open and transparent in our dealings.
 
The following information shall be easily accessible and made available through the various channels of communication such as our branches/brochures/call centre/corporate website:
 
  1. Product-related details (i.e., product features, product disclosure sheets, terms and conditions, key facts, exclusions) will be shared at the point of sale.
     
  2. Fees, charges (i.e., any fees and charges other than the premium) and interest (if any) as well as obligations in the use of a product or service (e.g., when premium needs to be paid and explaining payment before cover warranty).
     
  3. Anti-fraud statement and key points to remember, i.e., confidentiality of customer information, free look period of 15 days and our right to reject or accept applications.
     
  4. All the above information shall be explained and stated using simple words and in an easy to understand manner.
We will follow up and provide the requisite answers/updates to customers’ queries and complaints promptly.
 
  1. Phone
    • Where no follow-up is required, we will attempt to resolve the matter during the first call
    • Where follow-up is required, we will do so within 3 to 14 working days from the date of the first call. If the case requires more time, we will call and inform you on the extra time needed
       
  2. Email, Fax or Post
    • We will acknowledge receipt of your email within 1 working day and respond within 3 working days. If more time is required to resolve your enquiry, we will advise you on the expected timeline
    • We will respond to your letter within 3 working days from the date of receipt. If more time is required to resolve your enquiry, we will advise you on the expected timeline
       
  3. Counter/Branches
    • Where no follow-up is required, we will attempt to provide first contact resolution immediately
    • Where follow-up is required, the assigned department will do so according to their TAT from the date of the query/complaint.
Note: Where an enquiry is complex, we will provide a reasonable timeframe and keep you updated.
We will ensure complaints are handled consistently and thoroughly.
 
  • You will be informed of the various options for submitting a complaint through available channels, depending on channel presence and whichever applicable, i.e., we will provide the complaints unit's contact details (telephone number, email and address), website, and etc.
     
  • We will conduct a verification process when we communicate with you.
     
  • We will communicate clearly on the issue and gather adequate information so that an informed resolution can be achieved.
     
  • We will address the issue in an equitable, objective, and timely manner by informing you of our decision no later than 14 calendar days from the date of the receipt of the complaint.
     
  • If the case is complicated or requires further investigation, we will inform you accordingly and provide updates every 14 calendar days. If it is not resolved, we will provide updates within another 14 calendar days. Thereafter, after every 30 calendar days.
     
  • We will keep you updated if we are unable to address the issue within the stipulated timeframe.
     
  • If you feel that your dispute has not been resolved fairly, you have the option of referring the matter to the Ombudsman of Financial Services (OFS), subject to the scope of OFS, or to Bank Negara Malaysia (BNM), within 6 months of receiving our decision.
Ombudsman of Financial Services

Chief Executive Officer
Ombudsman for Financial Services (664393P)
14th Floor, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur

Tel: +603-2272 2811
Email: enquiry@ofs.org.my
Click here for more details on how to lodge a dispute with OFS
 
Bank Negara Malaysia

Pengarah
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O. Box 10922,
50929 Kuala Lumpur

Tel: 1-300-88-5465 (Overseas: +603-2174 1717)
Fax: +603-2174 1515
Email: bnmtelelink@bnm.gov.m

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