Whether you are our certificate holders, agents, registered users or visitors, we believe in building lifelong relationships by providing services in a professional, efficient, innovative and ethical manner besides delivering the best customer experience possible.
We consider Shariah Compliance as the pinnacle of our daily work. We employ a team of qualified professionals to ensure that the guidance and advice received from the Shariah Committee is implemented in good spirit. Proper structure and processes are in place to review the Shariah compliance requirement periodically.
Takaful Malaysia is committed to uphold the service standard, and to even exceed them when possible. There are four pillars in the Customer Service Charter as below:
Description:
Offer an active engagement model where in a customer is aware of:
Expected Outcome:
BETTER ENGAGEMENT & IMPROVED SERVICES
Service Level Target:
Offer an active engagement model where in a customer is aware of:
INSURANCE/TAKAFUL INDUSTRY’S CUSTOMER SERVICE CHARTER
No. | Commitment | Service Level |
---|---|---|
1.1 | We will make takaful products easily |
Note: Channel availability may vary from time to time, and customers will be informed |
1.2 | We will actively seek feedback, suggestions or complaints on how insurers can serve customers better |
We will conduct periodic customer satisfaction feedback/ surveys to ensure that customers’ needs are fulfilled. |
Description:
To understand a customer profile adequately which enables us to:
Expected Outcome :
Build Trust
Service Level Target:
INSURANCE/TAKAFUL INDUSTRY’S CUSTOMER SERVICE CHARTER
No. | Commitment | Service Level |
---|---|---|
2.1 | We will strive to help customers find the right product to suit their needs |
Note: Handling of customer information is governed by Bank Negara Malaysia’s |
Description:
Deliver a seamless service wherein customers are aware of:
Expected Outcome:
Customer Satisfaction
Service Level Target:
INSURANCE/TAKAFUL INDUSTRY’S CUSTOMER SERVICE CHARTER
No. | Commitment | Service Level |
---|---|---|
3.1 | We will set clear responsibilities |
A standard commitment on clear responsibilities to be a mandatory write up on all client charters should cover the following guiding principles:-
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3.2 | We will set clear expectation on time |
Clear expectation on time taken for various services:-
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3.3 | We will ensure efficient certificate |
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3.3(a) | We will ensure efficient certificate |
Family & Health
Note: The timelines above do not take into account onboarding process – takaful |
3.3(b) | We will ensure efficient certificate |
Note: The timelines above do not take into account onboarding process – takaful |
3.4 | We will be open and transparent in |
The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centers / social media / website:
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3.5 | We will follow through and provide |
Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly |
3.6 | We will ensure consistent and thorough complaints handling |
Note: Complaints handling and timelines is governed by Bank Negara Malaysia |
Description:
Deliver a seamless claims processing and settlement experience wherein customers are aware of:
Expected Outcome:
Provide Peace of Mind to Customers
Service Level Target:
INSURANCE/TAKAFUL INDUSTRY’S CUSTOMER SERVICE CHARTER
No. | Commitment | Service Level |
---|---|---|
4.1 | We will set clear timeline for claims |
To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:-
Note: Claims settlement and timeline for general insurance business is governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices and general takaful operators shall operate accordingly. |
4.2 | We will inform customer of the next |
To keep the customer informed of the next level of escalation if the claims
If you are not satisfied with our response or decision, and if your complaint involves a sum of up to RM250,000, you may lodge your dispute to the Ombudsman for Financial Services (OFS), within 6 months from the date of our final decision or
Financial Markets Ombudsman Service (FMOS) (Formerly known as Ombudsman for Financial Services) Level 14, Main Block, Menara Takaful Malaysia,
or
If your complaint does not fall within the purview of the OFS, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:
BNMTELELINK |
Motor Claims
Takaful Malaysia is committed to providing our customers with a fair, transparent and timely Motor Claims experience.
You can submit Motor Claims through any of the following channels:
We are committed to settling justified and legitimate claims fairly and promptly. Here are the claims service delivery we promise:
MOTOR CUSTOMER SERVICE CHARTER
OUR PROMISE
1. Acknowledgement of claims notification & claims registration | Within three (3) working days from the date of receipt of the claim notification. |
2. Appointment of a registered adjuster |
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3. Reminder for incomplete or additional information | Within seven (7) working days from the date of our first request. |
4. Completion of claims assessment and issuance of final assessment report(s) by a registered adjuster |
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5. Supplementary claims for reinspection (where applicable) | Within five (5) working days from the date of receipt of a supplementary claim request from the claimant or the authorised/approved repairer. |
6. Approval of claims and/or offer letter and/or rejection letter | Within five (5) working days from the date of receipt of the final assessment report or supplementary claims*
Within sixty (60) working days from the notification date for theft claims. |
7. Commencement of vehicle repair by repairer | Within fifteen (15) working days from the approval date and/or offer letter of the claims.
(Subject to exceptional circumstances, such as extensive damage to the vehicle or non-availability of parts). |
8. Payment of claims | Within seven (7) working days from the date of receipt of the acceptance of offer / signed discharge voucher and prerequisite documents. |
9. Status updates for claims under investigations | Within twenty-one (21) working days from the date of first notification and at regular intervals thereafter. |
10. Acknowledgement of complaints and feedback |
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*Applicable to Motor Own Damage including Motor Own Damage Knock -for-Knock Claims, Windscreen and Motor Add-on claims
Please tell us how well we have served you or how we can serve you better. Our dedicated Customer Service Team will review your feedback and bring it to a satisfactory conclusion via:
We will conduct periodic customer satisfaction feedback/ surveys to ensure that customer needs are met.
Notice of Avenue of Appeal
If you are not satisfied with our response or decision, and if your complaint involves a sum of up to RM250,000, you may lodge your dispute to the Ombudsman for Financial Services (OFS) within six (6) months from the date of our final decision or after 60 calendar days from the date of your dispute was first referred to us of which no response has been received from us, at the following address:
Financial Markets Ombudsman Service (FMOS) (Formerly known as Ombudsman for Financial Services)
Level 14, Main Block, Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel: +603-2272 2811
Web Form Address: https://www.fmos.org.my/en/feedback.html
Website: www.fmos.org.my
or
If your complaint does not fall within the purview of the OFS, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:
BNMTELELINK
BNM Laman Informasi Nasihat dan Khidmat (BNMLINK)
Bank Negara Malaysia
P.O.Box 10922
50929 Kuala Lumpur
Tel: 1-300-88-5465 (LINK) (Overseas:+ 603-2174 1717)
Fax: 03-2174 1515
Webform Address: bnmlink.bnm.gov.my
The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.
To protect the interests and financial well-being of our customers:
Commitment
We commit to embed fair dealing into our institution’s corporate culture and core values
Service Level
Commitment
We commit to ensure that customers are provided with fair terms
Service Level
Commitment
We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products
Service Level
Commitment
We commit to ensure that our employees and intermediaries exercise due care, skill and diligence when dealing with customers
Service Level
Commitment
We are committed to ensuring that customers receive suitable advice and recommendations that take into account their financial needs and circumstances.
Service Level
Commitment
We are committed to ensuring that customer complaints and claims are handled in a prompt, fair and effective manner
Service Level
Commitment
We are committed to ensuring that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents
Service Level