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Corporate Governance
We recognise the importance of good corporate governance to ensure transparency, to fairly give the utmost benefit to shareholders and other related parties, and to strengthen the competitive advantage of the company.
Client Charter
We are committed to serving the needs of our customers, and guided by our Customer Fair Treatment Charter, 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.
Corporate Governance Policies
Browse the below for Etiqa’s corporate governance policies.
| Type of Policy | Title | Download |
|---|---|---|
| Board Charter | Etiqa Family Takaful Berhad | |
| Board Charter | Etiqa General Insurance Berhad | |
| Board Charter | Etiqa General Takaful Berhad | |
| Board Charter | Etiqa Life Insurance Berhad | |
| Board Charter | Maybank Ageas Holdings Berhad | |
| Constitution | Constitution of Etiqa Family Takaful Berhad | |
| Constitution | Constitution of Etiqa General Insurance Berhad | |
| Constitution | Constitution of Etiqa General Takaful Berhad | |
| Constitution | Constitution of Etiqa Life Insurance Berhad | |
| Constitution | Constitution of Maybank Ageas Holdings Berhad |
Etiqa is currently implementing e-Invoice for its Malaysian companies and will be in compliance with the guidelines set forth by Inland Revenue Board Malaysia (“IRBM”) by 31 July 2024. In this regard, Etiqa wishes to provide its vendor vendors with e-Invoicing information for reference. This information includes Taxpayer Identification No (TIN), Service Tax (SST), Malaysian Standard Industrial Classification (MSIC), and other relevant details for all Etiqa Group that are subject to e-Invoicing.
| Company Name | Business Registration No | Tax Identification No (“TIN”) | SST Registration No | Malaysian Standard Industrial Classification (MSIC) | Business Acc Description |
| Etiqa General Takaful Berhad | 201701025031 (1239197-A) | C25087918020 | W10-1808-31012539 | 65122 | General Takaful |
| Etiqa General Insurance Berhad | 197001000276 (9557-T) | C 862003020 | W10-1808-31009769 | 65121 | General Insurance |
| Etiqa Family Takaful Berhad | 199301011506 (266243-D) | C5868989030 | W10-1808-32000899 | 65112 | Family Takaful |
| Etiqa Life Insurance Berhad | 201701025113 (1239279-P) | C25069720030 | W10-1808-32000882 | 65111 | Life Insurance |
| Maybank Ageas Holdings Berhad | 197701002387 (33361-W) | C879699080 | N/a | 64200 | Investment holding |
| Etiqa Insurance Holdings Sdn Bhd | 200701041380 (799412-T) | C21187349070 | N/a | 64200 | Investment holding |
| Etiqa Digital Solutions Sdn Bhd | 202001007797 (1364117-D) | C26299615040 | W10-2009-32000069 | 70201 | Business management consultancy services |
Frequently Asked Questions.
What is e-Invoice?
An e-Invoice is a digital representation of a transaction between a supplier and a buyer, formatted in a structured, machine-readable manner.
What is the difference between e-Invoice and Self-Billed e-Invoice?
e-Invoice is issued by the Supplier to recognise income of the Supplier and as a record for purchases made / spending by Buyer.
However, there are certain circumstances where the Buyer will issue a Self-Billed e-Invoice to record its expense transactions (e.g. claims and benefit payments by insurance company to policyholders). Please refer to Q3 for more information.
What are the transactions that Etiqa will issue e-Invoice and Self-Billed e-Invoice?
Etiqa will issue e-Invoice / Self-Billed e-Invoice for the following transactions with customers / intermediaries:
Transactions | Documents |
|---|---|
Premium-related transactions | e-Invoice |
Agents’ and intermediaries’ commissions | Self-Billed e-Invoice |
Claims and benefit payouts | Self-Billed e-Invoice |
Other fees and rental | e-Invoice |
Surplus distributions | Self-Billed e-Invoice |
When will Etiqa begin issuance of e-Invoice documents to its customers and intermediaries?
Etiqa has commenced issuing e-Invoices to customers and intermediaries on a per-transaction basis, starting July 2025. For transactions covered under annual statement, the e-Invoice will be available effective March 2026. Please refer to Q13 on how to receive e-Invoice from Etiqa.
Are Clients allowed to continue claiming for tax deduction / personal tax relief without an e-Invoice?
Yes, Clients can continue to claim tax deductions or personal tax relief using existing documentation until such time the legislation is amended to require e-invoice to support tax deduction claim.
Will I receive e-Invoice from Etiqa for premium / contribution?
Yes, Etiqa will issue individual e-Invoice for premium / contribution. However, this will only be made available to parties who have provided complete e-Invoice data to Etiqa. Please refer to Q13 on how to receive e-Invoice from Etiqa.
Customer is encouraged to update the latest personal information for the purpose of e-Invoice. The mandatory update for personal information are as follows;
- Name
- New IC
- Tax Identification No.
- Telephone No.
- Address
For corporate clients, customer are required to update the following information;
- Name
- Business Registration No. (new and old)
- Service Tax No
- Tax Identification No.
- Telephone No.
- Address
Currently there are 2 options to update the information;
- Please contact Etiqa Contact Centre to update the information.
Etiqa will also contact the customer from time to time to get the latest updated information in the customer profile.
What is the e-Invoice treatment for insurance / takaful claims, compensation and benefit payments (such as maturity benefit payout or any other form of benefit payout based on product features) made by Etiqa to a policyholder / contract holder beneficiary?
Etiqa is required to issue self-billed e-Invoice for insurance / takaful claims, compensation and / or benefit payments to the policyholder / contract holder / beneficiary, regardless of the policyholder / contract holder/beneficiary is an individual or business.
For the purpose of self-billed e-Invoice, the “Supplier” would be the policyholder/contract holder/beneficiary, regardless of whom the claim is being paid to (e.g., hospitals, attorneys, etc.).
For claims and benefits payment to individuals not conducting business, Etiqa will be issuing consolidated self-billed e-Invoice as allowed by the IRB.
Should corporate Clients registered with the Companies Commission of Malaysia (SSM) furnish their old and new business registration numbers to the Company?
We encourage customers to provide both old and new business registration numbers to Etiqa.
How would a customer obtain their Tax Identification Number (TIN)?
For customers currently registered with IRBM:
- Option 1: Check your EA form (Statement of Remuneration from Employment).
- Option 2: Visit the IRBM E-Daftar Portal
https://mytax.hasil.gov.my/ezHasil?data=e-Daftar&id=ezHasil%20sebelum
- Option 3: Visit your nearest IRBM branch or contact IRBM via the following channels ;
https://www.hasil.gov.my/en/contact-us/
For customers currently not registered with IRBM: To register online or in person at your nearest IRBM branch. Please refer to https://www.hasil.gov.my/en/individual/individual-life-cycle/registration/ or https://www.hasil.gov.my/en/company/tax-file-registration/ for further information.
How would a customer obtain their Sales & Service Tax (SST) Number?
For customers that are registered for Sales & Service Tax (SST), please visit the Royal Malaysian Customs Department (RMCD) portal on SST
https://sst01.customs.gov.my/account/inquiry or contact the RMCD SST Helpdesk via this link https://mysst.customs.gov.my/CallCenterHelpDesk.
Does the Personal Data Protection Act 2010 govern the processing of e-Invoice?
Section 82C (11) of the Income Tax Act 1967 has outlined that the provisions of the Personal Data and Protection Act 2010 shall not apply to any personal data processed for e-Invoice issued or transmitted to the Director General.
What happens if I do not provide my updated details to Etiqa?
If your personal information is not provided or up to date, you may not receive the e-Invoice. Kindly ensure your information is updated for Etiqa to issue a validated e-Invoice.
How will I receive the e-Invoice?
The e-Invoice is currently available upon request by customer via email. To request your e-Invoice or for any queries and assistance, please contact the Etiqa e-Invoice Support Team at einvoicesupport@etiqa.com.my.
Please be informed that e-Invoices will be made available in Etiqa+ at a later stage.
Given that premium / contribution statements are issued to policyholders / contract holders only once a year, can I request for a validated e-Invoice from Etiqa on an ad-hoc basis outside the usual statement issuance cycle?
As e-Invoice issuance aligns with the issuance cycle of annual premium or contribution statements, validated e-Invoices cannot be supplied on an ad-hoc basis outside this regular issuance cycle.
How do I verify that the details of an e-Invoice are accurate? If there is any error in the e-Invoice, can it be revised? Who should I contact to raise the issue?
You can scan the QR code embedded in the e-Invoice / Self-Billed Invoice and it will direct you to log in to the MyInvois portal. You may view your data from the MyInvois portal.
Etiqa will not be able to immediate respond to any rejection within 72 hours upon request from the MyInvois Portal. The adjustment will be made within the reasonable time period after investigation by Etiqa. Please contact and notify Etiqa Support email at einvoicesupport@etiqa.com.my for any queries.
Is there any specific application required to scan the e-Invoice QR code?
No, you may use the camera in your handheld device.
Can e-Invoice be printed?
We encourage sustainability hence the printed copy is only available upon request. We also encourage customers to download the Apps for e-Invoice documentation. Please be informed the e-Invoice will be available in Etiqa+ at a later stage.
For any inquiries, kindly contact Etiqa directly:
| Etiqa Family Takaful Berhad | EInvoiceEFTB@etiqa.com.my |
| Etiqa Life Insurance Berhad | EInvoiceELIB@etiqa.com.my |
| Etiqa General Insurance Berhad | EInvoiceEGIB@etiqa.com.my |
| Etiqa General Takaful Berhad | EInvoiceEGTB@etiqa.com.my |
| Etiqa Maybank Ageas Holdings Berhad | EInvoiceMAHB@etiqa.com.my |
| Etiqa Holdings Sdn Bhd | EInvoiceEIH@etiqa.com.my |
MAYBANK GROUP WHISTLEBLOWING POLICY STATEMENT
Malayan Banking Berhad and its subsidiaries and overseas branches (“Maybank”) is committed to the highest standard of ethics and integrity in its conduct of business and operations. As part of this commitment, Maybank has in place an avenue for disclosure of any improper conduct.
OBJECTIVES OF THIS POLICY
The objective of this policy is to ensure that all employees and members of the public have access to secured channels to make disclosures on any improper conduct by any member or representative of Maybank, with the assurance that there will be no repercussion against them.
SCOPE
Improper conduct includes, but is not limited to:
- Bribery and corruption;
- Fraud, theft or embezzlement;
- Abuse of power by an employee;
- Conflict of interest;
- Breach of Maybank’s Code of Conduct;
- Failure to comply with legal and regulatory obligations;
- Unauthorised disclosure of customer information; and
- Concealment of any of the above.
Any person who is aware of, or has reasonable grounds to suspect that, any improper conduct has been committed by an employee or representative of Maybank can make a disclosure.
DISCLOSURE CHANNELS
Disclosures can be made via any of the following channels:
| Automated Hotline | Secured voice recording: Toll-free number 1-800-38-8833 or +60-3-2026 8112 for overseas |
| whistleblowing@maybank.com | |
| Letter | Group Compliance, P.O. Box 11635, 50752 Kuala Lumpur |
For further information on the list of toll free lines in countries where Maybank has presence, please click here.
Whistleblowers are encouraged to include the following information in the disclosure to facilitate investigations:
- Name of person(s) involved;
- Date and time of the event;
- Nature of the event;
- Witness to the event, if any; and
- Evidence of the event, if any.
OTHER DISCLOSURE CHANNELS
The whistleblower may also make disclosures through the following channels:
| Bank Negara Malaysia | https://www.bnm.gov.my/whistleblowing-policy |
| Securities Commission | https://www.sc.com.my/investor-empowerment/lodge-a-complaint |
| Malaysia Anti-Corruption Commission | https://portaladuan.sprm.gov.my |
CONFIDENTIALITY AND PROTECTION OF WHISTLEBLOWER
The identity of a whistleblower who made a disclosure in good faith will be kept confidential and will only be disclosed on a strictly need-to-know basis. Employees who whistleblow in good faith will also be protected by Maybank from any repercussion.
WHISTLEBLOWING GOVERNANCE COMMITTEE
Maybank’s Whistleblowing Governance Committee is chaired by an independent nonexecutive director. The governance committee provides oversight to ensure that disclosures made via the whistleblowing channels are accorded with adequate attention, independence, investigation and remedial action, where necessary
