Insurance Industry's Customer Service Charter

1. We offer an active engagement model wherein customers are aware of:
   
   
2. Multi-channel options and accessibility for making purchases and enquiries.
   
   
3. Where and how to provide feedback, suggestions and complaints.
   
   
4. We reinforce that insurance is easily accessible via various channels, physically and virtually:
   
   
   1. Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries
      
      
   2. Specifically, customers should have access to the following:
      
      Insurance Agent Locator
      https://www.greateasternlife.com/my/en/customer-services/find-life-planning-advisor/life-planning-advisor-listing.html
      
      Corporate Website
      https://www.greateasternlife.com/my
      
      Customer Care Email
      wecare-my@greateasternlife.com
      
      Customer Web Portal
      https://econnect-my.greateasternlife.com
      
      Customer Care Line
      1300-1300 88
      
      
5. Channel availability may vary from time to time, and customers will be informed accordingly

1. Customers are provided with available channels to provide feedback and suggestions via:
   
   Corporate Website
   https://www.greateasternlife.com/my
   
   Customer Care Email
   wecare-my@greateasternlife.com
   
   Customer Web Portal
   https://econnect-my.greateasternlife.com
   
   Customer Care Line
   1300-1300 88
   
   Branch Locator
   https://www.greateasternlife.com/my/en/customer-services/contact-us.html
   
   Feedback Email
   feedback@greateasternlife.com
   
   Mailing Address
   Customer Service Centre (Head Office)
   Mezzanine Floor,
   Menara Great Eastern,
   303, Jalan Ampang,
   50450 Kuala Lumpur
   
   Complaint Handling Unit
   Mailing Address:
   Great Eastern Life Assurance (M) Berhad Complaint Handling Unit
   Menara Great Eastern
   303, Jalan Ampang,
   50450 Kuala Lumpur
   
   Telephone No.: + 603 4813 3738
   
   
   
2. Insurers will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.

1. Knowledgeable and ethical staff and agents are available to serve customers.
   
   
2. Training
   
   
   1. Ensure employees and intermediaries are properly trained on products and services offered.
      
      
   2. Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
       
3. Understanding customers' needs
   
   In order to understand customers’ profile adequately, insurers including their agents shall:
   
   
   1. Listen attentively to the customers.
      
      
   2. Acknowledge and properly understand the customers’ needs and preferences.
      
      
   3. Ask for requisite information and documents to advise the customers accordingly and in accordance with the Industry’s Code of Practice on Personal Data Protection Act 2010.
      
      
   4. Offer options of suitable products and services to meet the customers’ needs and wants.
       
4. Any options provided to the customers shall be explained and on an “op-in-basis”, 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.

A standard commitment on clear responsibilities to be a mandatory write up on all client charters should cover the following guiding principles:

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

To include a clear expectation on time taken for various services:

1. 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).
   
   
2. Standards to be adopted
   
   Serve walk-in customer promptly.
   
   
   1. Customer waiting time: within 10 minutes

1. 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 on the policy, notice on renewal, etc. as well as consequence arising from any of these actions.
   (not applicable for yearly renewable medical plan – Health Protector, Great HealthCare, Supreme HealthCare Benefit and MediLife Saver)
   
   
2. Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.
   
   
3. The standard operating procedure on dealings with customer must be clearly complied with

We will ensure efficient policy servicing and provide relevant documentation in a timely manner.

(Life & Health)

1. Policy Turnaround Time (from receipt of full documentation, information and payment of premium):
   
   
   1. Policy Issuance (upon acceptance in the policy system).
      
      New and Existing Customer:
      
      
      1. Standard cases – within 5 working days.
         
         
      2. Additional information required / pre-existing medical condition / complex cases – within 10 working days.
         (applicable for individuals only, not applicable to group).
          
   2. Change of Policy Account Details (endorsement).
      
      
      1.  Policy changes (non-financial) – within 3 working days.
         
         
      2.  Policy changes (financial).
         • Standard cases – within 5 working days.
         • Non-standard cases – within 10 working days.
            
      3.  Reinstatement – within 10 working days (with payment & complete documentation).
          
2. Renewal Notice Issuance:
   
   
   1. For policy with guaranteed renewal, premium due notice will be issued not less than 30 calendar days before the next premium due date.
      
      
   2. Notification of Revised Premium for renewable basic term policy / term riders will be issued not less than 30 calendar days before the expiry of existing policy / rider.
      (not applicable for yearly renewable medical plan – Health Protector and MediLife Saver benefit)
       
3. Cancellation / surrendering of policy – within 10 working days upon receipt of full documents (to also include processing of refund of premium).
   (applicable for individuals only, not applicable to group)
   
   
4. Issuance of medical / hospitalization card for individuals – within the 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 product and services.

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

1. 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.
   
   
2. 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).
   
   
3. 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.
   
   
4. All the above information shall be explained and stated using simple words and in an easy to understand manner.

1. Phone
   
   
   1. Where no follow-up is required – immediate such as first call resolution
      
      
   2. Where follow-up is required – within 3 working days from the date of the first call
      
      
2. Written (Email, mail-in letter & social media)
   
   
   1. For email / social media
      
      
      1.  Provide acknowledgement response within 1 calendar day
         
         
      2.  Acknowledgement to include expected timeline and any other relevant information
         
         
      3.  Non-complex enquiry – response within 3 working days from date of receipt
         
         
      4.  For letter (received by mail)
         
         
      5.  Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries
         
         
3. Counter / Branches
   
   
   1. Where no follow-up is required, insurers will endeavour to provide first touch point resolution immediately
      
      
   2. Where follow-up is required – within 5 working days from the date of first visit

Note: Where enquiry is complex, insurers will provide a reasonable timeframe and keep customer updated accordingly.

1. 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.
   
   
2. A verification process has to be performed on the policyholders / participants.
   
   
3. Communicate clearly on the issue and gather adequate information for an informed resolution.
   
   
4. 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.
   
   
5. 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.
   
   
6. If you are not satisfied with the response or decision of our company, you may refer to Ombudsman for Financial Services (OFS) within 6 months from the date of our final decision based on the following guidelines:
   
   
   1. Step 1 – Refer your dispute to your Financial Services Provider (FSP). Before you lodge any dispute with OFS, you must first refer your dispute to your FSP concerned with a view to finding an amicable settlement
      
      
   2. Step 2 – Lodge a dispute with OFS, OFS will consider disputes that fall within the following limits:
      
      
      1.  RM250,000.00 for a dispute involving financial services or products other than a dispute in (ii) and (iii) below;
         
         
      2.   RM10,000.00 for a dispute in motor third party property damage insurance claims; and
         
         
      3.   RM25,000.00 for a dispute on an unauthorised transaction through the use of a designated payment instrument or a payment channel such as internal banking, mobile banking, telephone banking or an unauthorised use of cheque.
         

Disputes which are outside the scope of OFS are set in Terms of Reference. Please visit the website at  www.ofs.org.my/en/terms of reference

Ombudsman for Financial Services
(Formally known as Financial Mediation Bureau)

Address
Level 14, Main Block,
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur

Telephone No.
603 2272 2811

Fax No.
603 2272 1577

Email
enquiry@ofs.org.my

Website
www.ofs.org.my

For cases above the stated limit or other matters relating to the quality of service and unfair claim handling, you may alternately refer to Bank Negara Malaysia (BNM).

Laman Informasi Nasihat and Khidmat (BNMLINK)

Customer Service Centre
Ground Floor, Block D,
Jalan Dato’ Onn,
50480 Kuala Lumpur

Contact Centre
1-300-88-5465 (Local)
603 2174 1717 (Overseas)

Mailing Address
Corporate Communications Department
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Fax No.
603 2272 1577

Email
bnmtelelink@bnm.gov.my

Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaint Handling and insurers shall operate accordingly

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

1. 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 centres / website).
   
   
2. Customers shall be informed on the acknowledgement of their claim within 7 working days from receipt of claims notification.
   
   
3. All claims notification 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.
   
   
4. If documentation / information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims department.
   
   
5. To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
   
   
6. Customers shall be informed on the expected date for claims progress update or decision.
   
   
7. In the event of 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.

1. Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call centre / website).
   
   
2. 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.