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Client Charter

At Etiqa, you are at the heart of all we do. We have helped make it easy for millions of Malaysians to protect their assets, maintain their lifestyle, and build a better future.

The Customer Service Charter was set up in year 2011 with the intention to outline key commitments and service standards for all insurers and Takaful operators when providing their services to customers.

We are committed to serving the needs of our customers, and guided by our Customer Fair Treatment, we have outlined the four pillars of service standards as our commitment to provide our customers and their families with the right solutions from our wide range of conventional and *Islamic products and services under Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad.

*Note: Through Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad, we offer the right Shariah solutions to meet the different needs of our customers. Our Shariah-qualified team will ensure that the guidance and structures as well as processes in place to comply with Shariah requirements are reviewed periodically.

Service Standards

Learn more about our commitment to serve you as efficiently and effectively as possible.

Service Standards
Description
Expected Outcome
Insurance/Takaful Made Accessible
Offer an active engagement model wherein our customers are aware of:

· Multi-channel options and accessibility for purchase and enquiry.
· Where and how to provide feedback, suggestions, and complaints.

For more details, please click here.
Better Engagement and Improvement Services
Know Your Customer
Understand a customer’s profile adequately to:

· Know and anticipate our customers’ needs and preference.
· Ask for requisite information and documents to best advise our customers.
· Offer suitable products and services.

For more details, please click here.
Build Trust
Timely, Transparent & Efficient Service
Deliver a seamless service wherein our customers are aware of:

· Our responsibilities towards customers.
· The expected service standard and time taken to deliver these services, i.e., time taken to answer enquiries or resolve complaints.
· Where and how to obtain information required, i.e., product features and costs.

For more details, please click here.
Provide Peace of Mind to Customers
Fair, Timely & Transparent Claims Settlement Process
Deliver a seamless claims processing and settlement experience wherein our customers are aware of:

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

For more details, please click here.
Provide Peace of Mind to Customers

Four pillars of the charter’s service standards

Pillar 1: Insurance/Takaful Made Accessible
We will make Insurance/Takaful products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.
  1. We offer an active engagement model where you will be made aware of:
  • Multi-channel options and accessibility for making purchases and enquiries.
  • Where and how to provide feedback, suggestions and complaint.
  1. We keep you informed of the physical and engagement channels available to you to purchase products or make enquiries. Specifically, we give you easy access to the following:
  • An Insurance/Takaful agent locator
  • A list of customer engagement channels, i.e corporate website, self-service customer web portal, live chat and call center.
3.   We will inform you of the channel availability which may vary from time to time. We will actively seek feedback, suggestions or complaints on how we can serve customers better
  1. We provide you with various channels to provide your feedback and suggestions. To contact us, please click here.
  2. We conduct customer satisfaction feedback/surveys periodically to ensure that your needs and expectations are met.

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

  1. We ensure that knowledgeable and ethical staff and agents are available to serve you.
  2. Training:
  • We ensure that our employees and intermediaries are properly trained on products and services offered.
  • Trainings are provided any time a new product is launched. We also run refresher courses on existing products regularly.
  1. In order to understand your profile and needs adequately, we:
  • Listen to you attentively.
  • Acknowledge and properly understand your needs and preferences.
  • Ask for requisite information and documents to advice you 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 your needs and wants.

4.   Any options provided to you shall be explained and on an “opt-in-basis”,e.g. riders, sharing/using your information for marketing and research purposes.

 

We will set clear responsibilities towards customers and uphold it.

We have 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, timeliness.
  4. Efficient/effective communication channels.

We will set clear expectation on time taken for various services.

To allow our customers to have a clear expectation on 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 center / website).
  1. Standards to be adopted:
  • Serve Walk-in Customer Promptly

We will ensure efficient policy/certificate servicing and providing 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, 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 levelLife and Health including TakafulGeneral 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)

Non-financial related Changes to Policy/Certificate·        Within 3 working days

·        Motor: Within 3 working days

·        Non-Motor: Within 5 working days

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

Reinstatement of Policy/Certificate·         Within 10 working days

·         Motor: Within 3 working days

·         Non-Motor: Within 5 working days

Issuance of Renewal Notice for Policy/Certificate with Guaranteed Renewal

·         At least 30 calendar days before the next premium/contribution due date

*For other than 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 expiry of the existing policy/certificate/term rider

*For other than monthly payment method.

·         At least 30 calendar days before the expiry of the existing policy/certificate/term rider
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 branch/brochures/call center/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 through 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.
  1. 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.
  1. Counter/Branches
  • Where no follow-up is required, we will attempt to provide first contact resolution immediately.
  • Where follow-up is required, assigned department we will do so according to their TAT from the date of the queries/complaint.

Note: Where an enquiry is complex, we will provide a reasonable timeframe and keep you updated.

We will ensure consistent and thorough complaints handling.

  • You shall be informed of the various options for submitting a complaint through available channels, depending on channel presence and whichever applicable i.e. provide complaints unit contact details (telephone number, email and address), website, 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 made.
  • 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 issues 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
E-mail: bnmlink@bnm.gov.my

We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.

  1. We will inform you of the estimated time taken for claims settlement process and the expected service standard through various channels (i.e. branches / call center / website / email).
  2. We will inform you of the acknowledgment of your claim within 7 working days from the receipt of claims submission.
  3. We will ensure that our agents forward all claims submitted through them to us within 3 working days, except for crime related claims which should be notified within 24 hours from the time of loss.
  4. If documentation/information is incomplete, we will inform you within 14 working days from the acknowledgement of the claims.
  5. We will advise you on the key claims procedures including the appointment of adjuster, claims assessment etc, and also the assigned timelines.
  6. We will inform you of the decision once it is finalized.

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

  1. We will provide you with available channels for you to appeal on a decision or for you to raise disputes (i.e. branches / call center / website / email).
  2. If any claim is not approved or the amount is not the same as what you have claimed, we will advise you to refer to the procedure for making an appeal through the Financial Ombudsman Scheme in cases that are within their purview. For more information, please click here.

 

Our Customer Fair Treatment Charter

As a responsible Financial Institution, we strive to deliver the highest standards of services to our customers and in doing so, we ensure that we treat our customers fairly so that we maintain and preserve long term and mutually beneficial relationships with them.

Commitment To Fair Dealing

Fair treatment of all our customers is embedded in our culture. Being honest, professional and ethical in all our dealings with our customers is central to our Core Values.

We strive to treat customers respectfully and expect our staff to be equally treated as such by our customers.

We strive to ensure that our customers are provided clear, relevant, and current information on all our products and services so that they can make informed decisions regarding our products and services most suited to their needs.

We commit to protect the privacy and confidentiality of personal and financial data of all our customers at all times.

We strive to ensure that all customer complaints are dealt with and addressed fairly and expeditiously and that customer feedback is taken seriously.