As part of Bank Negara Malaysia’s (BNM) ongoing efforts to ensure that all Insurance and Takaful industry players uphold their commitments and deliver services as outlined in their Customer Service Charter (CSC), both BNM and the Boards and Management Committees of the Associations (MTA/LIAM/PIAM) have approved the appointment of NielsenIQ Malaysia as the research agency to conduct the Customer Satisfaction Survey (CSS) 2024/25. Please visit our Announcement page for more information. 

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Customer Satisfaction Survey 2022 Towards Insurance & Takaful Operators (“ITOs”)

Questions and Answers

In line with Bank Negara Malaysia’s initiatives, the Customer Satisfaction Survey 2022 (the “Survey”) has been designed to assess the performance of the Insurance and Takaful industry against customer’s expectation and to improve the quality and transparency of services to the customers of the Insurance and Takaful industry.

The results of the Survey will help the Insurance and Takaful Operators (“ITOs”) in Malaysia to deliver a consistent high standard of customer service according to minimum industry standards with a long-term view to enable customers to receive good services and choose the appropriate Insurance and/or Takaful products for themselves.

Customers can expect to receive an invitation to participate in the Survey, either through email, phone calls, or online interviews. The Survey should take only a few minutes to complete and will ask customers for feedback on the customer service provided by the ITOs.

To verify the validity of the Survey, customers can call our customer service number provided below. To complete the Survey, customers can simply follow the instructions provided in the invitation, either through email, phone calls, or online interviews.

The Survey is being conducted by The NielsenIQ (Malaysia) Sdn Bhd (“NielsenIQ”), an independent market research agency. NielsenIQ has been appointed on behalf of the Malaysian Takaful Association (MTA), Life Insurance Association of Malaysia (LIAM), and Persatuan Insurans Am Malaysia (PIAM), which represent the Insurance and Takaful industry in Malaysia.

For more information about NielsenIQ, please visit their website at www.nielseniq.com. By working with NielsenIQ, the Insurance and Takaful industry is ensuring that the Survey results will be impartial and represent the customers’ opinions.

Your participation in the Survey will help the Insurance and Takaful industry to improve its customer service levels and better serve you in the future. By providing your feedback, you will be making a valuable contribution to the industry's efforts to provide an exceptional customer experience.

The Survey will cover topics related to customers' experiences with the ITOs.

Please note that the Survey will not ask for personal identification numbers, insurance policy numbers, passwords, or bank account numbers. The Survey is designed to protect the privacy of participants, and all information collected will be kept confidential and used solely for statistical purposes.

No, the personal information collected from participants in the Survey, if any, will not be shared with any third party. All participants’ responses will be kept confidential and used only for statistical purposes.

Data from the Survey may be shared with the relevant ITOs for the purpose of producing and publishing statistics. However, this data will not contain any personal identification information or contact details, and no individual or business will be identifiable from the results.

Data Protection and Privacy Policy

Participation in the Survey is voluntary, and any information provided will only be used with the participant's consent. Your answers will be processed in compliance with the Personal Data Protection Act 2010, ensuring that all personal information is protected and kept confidential.

If you have any questions or concerns about the Survey, or if you have trouble completing the Survey, you can contact our customer service team for assistance. You can reach them by emailing wecare-my@greateasternlife.com or by calling 1300-1300 88. The customer service team will be happy to assist you with any questions or issues you may have.

If you would like to learn more about the Survey or provide additional feedback, you can also reach out to the customer service team. They will be happy to assist you and ensure that your voice is heard.

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