Customer Service Charter

Offer an active engagement model wherein a customer is aware of:

• Multi-channel options & accessibility for purchase and enquiry.
• Where and how to provide feedback, suggestions and to complain.

Better Engagement & Improved Services

• Multi-channels and appropriate channels are being used for purchase and enquiry.
• Online channels are being used for purchase and enquiry.
• Feedback, suggestions and complaints are received via channels provided.

Commitment

Service Level

Offer an active engagement model wherein a customer is aware of:

• Multi-channel options and accessibility for making purchases and enquiries.
• Where and how to provide feedback, suggestions and complaints.

Reinforce that insurance is easily accessible via various channels, physically and virtually.

• Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.
• Specifically, customers will be guided to the following:
  • An insurance agent locator
  • List of customer engagement channels, i.e. corporate website, self service customer web portal and call centre.
  • Social media (if applicable)

Channel availability may vary from time to time, and customers will be informed accordingly.

Service Level

Customers are provided with available channels to provide feedback and suggestions via:

• Corporate website
• Self-service customer web portal
• Call centre
• Branch location
• Email
• Fax
• Letter
• Social Media (if applicable).

Insurers will conduct periodic customer satisfaction feedback/surveys to ensure that customer's needs are fulfilled.

To understand a customer profile adequately which enables the insurers to:

• Know and anticipate the customer’s needs and preference.
• Ask for requisite information and documents to best advise the customer.
• Offer suitable products and services.

Build Trust

• 90% of customers are served with suitable products and services which fit their
• Minimal complaints (ratio of 5% of total complaints) from customers in which the nature of complaint relates to lack of understanding of the product that was offered and/or not having the suitable products and services.

Commitment

Service Level

Knowledgeable and ethical staff and agents are available to serve

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.

Understanding Customers' Needs

• In order to understand the customers’ profile adequately, insurers 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

Any options provided to customers shall be explained and on an “opt-inbasis”, 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.

Deliver a seamless service wherein customers are aware of:

• Insurers’ responsibilities towards customers.
• Expected service standard and time taken to deliver these services, i.e. time taken to answer enquiries / resolve complaints.
• Where and and how to obtain information required i.e. product features and costs.

Customer Satisfaction

• 80% of customers are being served within the expected service level and
• 100% .of customers are issued with policy documents in a timely manner.
• Declining complaints ratio.

Commitment

Service Level

A standard commitment on clear responsibilities to be a mandatory write up

• A clear and concise objective of the Charter..
• Mission
• Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness.
• Efficient/effective communication channels.

Service Level

To include a clear expectation on time taken for various services

• Delivery of Services:
• Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels (head offices / branches / brochures / call centre / website / social media)
• Standards to be adopted:- 
  Serve Walk-in Customer Promptly
• Customer Waiting Time: Within 10 minutes.

Service Level

• Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal, etc. as well as consequence arising from any of these actions.
• Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.
  
• The standard operating procedure on dealings with customers must be clearly complied with.

Service Level

Life & Health

• Policy Account Turnaround Time (from receipt of full documentation, information and payment of premium):-
• Policy Issuance (upon acceptance in the policy system)
  New and Existing Customer:-
  i) Standard cases – within 5 working days
  ii) Additional information required / pre-existing medical condition / complex cases – within 10 working days
  
• Change of policy account details (endorsement):
  i) Policy Changes (Non-financial) : within 3 working days
  ii) Policy Changes (Financial) :
  Standard cases - within 5 working days
  Non-Standard cases – within 10 working days
  
• Reinstatement: within 10 working days (with payment & complete documentation)
  
• 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.
  
• Cancellation/surrendering of policy: 10 working days upon receipt of full documents – to also include processing of refund premium.
  
• Issuance of medical / hospitalization card for individuals - Within same business day of policy issuance.
  
  Note: The timelines above do not take into account onboarding process – insurers have their own onboarding process/introduction to its products and services.

Service Level

Policy Issuance (upon acceptance in the policy system)

• New and Existing Customer:
  Life Insurance - within 10 working days (applicable for individuals only, not applicable to group)Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.
  
• Change of policy details / reissuance upon lapse / endorsement (upon acceptance in the policy system):
  - Life Insurance - within 5 working days
  
• Renewal notice issuance: 30 calendar days before expiry of existing policy.
  
• Cancellation/ surrendering of policy (including refund of premium).
  - Non-Motor - within 7 working days
  
  
  Note: The timelines above do not take into account onboarding process – insurers have their own onboarding process/introduction to its products and services.

Service Level

The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centers / social media / website:

• Product related details, i.e. product features, product disclosure sheets, terms and conditions, key facts and exclusions will be shared at the point of sale.
• Fees, charges (other than premiums), 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).
• Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days to reject or accept applications.
• All the above information shall be explained and stated using simple words and in an easy to understand manner.

Service Level

• Phone
  Where no follow up is required – Immediate such as first call resolution.
  
  Where follow up is required – Within 3 working days from the date of the first call.
• Written (Email, fax, written letter & social media)
  Provide acknowledgement response within 1 calendar day.
  
  Acknowledgement to include expected timeline and any other relevant information.
  
  Non-complex enquiry - respond within 3 working days from date of receipt.
• For letter or fax
  Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries..
• Counter/Branches
  Where no follow up is required, insurers will endeavor to provide first touch point resolution immediately.
  
  Where follow-up is required – within 5 working days from the date of the first visit.
  
  Note: Where enquiry is complex, insurers will provide a reasonable timeframe and keep the customer updated accordingly.

Service Level

• Customers shall be informed of the various options for submitting a complaint through available channels, depending on the insurers channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number and address), website, social media, etc.
• A verification process has to be performed on the policyholders /participants.
• Communicate clearly on the issue and gather adequate information for an informed resolution.
• Address the issue in an equitable, objective and timely manner by informing the complainants on insurers’ decision no later than 14 calendar days from the date of the receipt of the complaints.
• If the case is complicated or requires further investigation, insurers shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.
• Keep the complainants updated if unable to address issues within the stipulated timeframe.
• Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, BNMTELELINK and Ombudsman of Financial Services must be clearly provided.
  
  Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers shall operate accordingly.

Deliver a seamless claims processing and settlement experience wherein customers are aware of:

• Procedures, documentation and steps including various options (if any) for first notification of loss in an event of a claim.
• Expected service standard for claims processing and specific time taken for each step within the claims processing stages.
• Various redress mechanisms for unsatisfactory claims payment.

Provide Peace of Mind to Customers

• 75% of the customers are satisfied with the claims decisions and processes
• Declining complaints ratio over the years from customers on claims settlement and processes.
• 100% of legitimate claims are paid accordingly.

Commitment

Service Level

To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:-

• Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
  
  This information shall be made available through various channels (i.e. branches/brochures/call centers/social media/website).
• Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
• All claims notifications through agents must reach the insurers within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
• If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
• To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
• Customers will be updated on the progress / decision every 14 working days.
• In the event of a catastrophe / disaster, e.g. large number of claims may be received, as such meeting timelines stipulated may not be possible, the insurers will strive to update every 20 working days on the progress.

We will inform customer of the next level of escalation if the claimssettlement / rejection is not to his/her satisfaction

• To keep the customer informed of the next level of escalation if the claims settlement /repudiation is not to his/her satisfaction.
• Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call center / website).
• Any letter of rejection/repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently:-
  
  “Any person who is not satisfied with the decision of the Insurer, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled: ………
  
  (Note: for the policy owners who made a claim/report involving claims settlement/rejection which is not to his/her satisfaction).

The Chairman, the Board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

• We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information; 
  
• We will train all staff attending to customers to provide quality advice and recommendation; 
  
• We will take customers’ feedback seriously and provide immediate constructive feedback to our staff. 

2. We commit to ensure that customers are provided with fair terms 

• We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers; 
• We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language; 
• We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers. 

3. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products 

• We will provide customers with relevant and timely information in a product disclosure sheet; 
• We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; 
• We will ensure critical terms are brought to customers’ attention and explained to the customers. 

4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers 

• We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims; 
• We will avoid or clearly disclose actual or potential conflicts of interest; 
• We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved. 

5. We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances

• We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
• We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
•  We will ensure that our customers’ data and privacy are safeguarded.

6. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner

• We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
• We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
• We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.

7. We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents

• We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
• We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
• We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.