We believe that our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We welcome any feedback on improving our services and genuinely want to resolve any problems that our customers may have. If we have not met our customers’ expectations, we want to be informed of this. If we have exceeded our customers’ expectations, we would also be glad to be informed about this.

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

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, as much of the following information must be provided:-

1. Account Information – name, policy number or account number
2. Contact Details – mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).
3. Complaint Information – details of the complaint and any supporting evidence

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

If a customer feels that a complaint has not been resolved fairly, they should inform us accordingly and we will advise the customer on the alternative dispute resolution avenue available.

Service Standards

1. Walk-In Enquiries/Complaints

• Customers will be handled in a systematic manner and on a first-come-first-serve basis.
• Customers will be served within 30 minutes on their arrival at the customer service desk
• Full details of the customer and his enquiry/complaint will be recorded by us for quality improvement purposes.
• Enquiries/complaints that do not require follow-up will be resolved immediately on that one visit.
• Customers will be briefed on the next course of action to be undertaken by the company’s representative to handle enquiries/complaints that require investigation, etc. At an average, our customer should receive a response from us within 2 days of filing the complaint and the status of dealing with the complaint be made known to the customer and updated every 14 days until the complaint is resolved.

2. Phone Enquiries/Complaints

• Phone calls are to be answered within 3 rings.
• Enquiries/complaints that do not require follow-up will be resolved during the first call.
• Enquiries that require follow-up will be resolved within 2 working days.
• Complaints that require follow-up will be lodged with the company’s Complaints Unit on the same day it is lodged by the customer and will be acknowledged by the Complaints Unit. The Complaints Unit will respond to our customer on such complaints within 2 working days on receipt of the complaint.

In the event the complaint requires further investigation, our customer will be kept updated every 14 working days on the status until the complaint is resolved.

3. Written Enquiries/Complaints (E-mail, Fax, Letter)

• Enquiries by e-mail will be responded to within 2 working days with an initial automated response by e-mail to customer on acknowledgement of receipt of enquiry/complaint.
• Enquiries via letter or fax will be responded to within 2 working days.
• Enquiries that require follow-up will be resolved within 14 working days.
• Complaints via e-mail or fax will be lodged on the same day with the Complaints Unit for acknowledgement by the Complaints Unit. We will respond to our customer on such complaints by 2 working days on receipt of the complaint.

In the event the complaint requires further investigation, our customer will be kept updated every 14 working days on the status until the complaint is resolved.

Delivering Our Promises Through Our Claims Process

We will endeavor to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 3 working days. The claims procedures are as follows:

• Claims registration with complete documentation and these documents will be stamped with date received for monitoring purposes.
• Claims assessment will be done in 5 working days upon receipt of full documentations from the Claimant.
  • For normal cases, customers will be updated on the progress within 5 working days.
  • For complex claims cases (insufficient documents), customers will be updated on the progress of their claims every 14 working days until the claim is resolved.
• All payments will be made through the e-payment system as we are complying with the Bank Negara Malaysia (BNM) requirements. Payment through e-payment system will be made within 2-3 days (Working hours) for all claims.

Customers who are not satisfied with the claims decision can write to us at: