We will make takaful products easily
accessible via various channels, physically and virtually, to obtain
information, purchase or make enquiries

1. We offer an active engagement model wherein a customer is aware of:
   1. Multi-channel options and accessibility for making purchases and enquiries.
   2. Where and how to provide feedback, suggestions and complaints.
2. We reinforce that takaful 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:
      1. Corporate website (www.takaful-malaysia.com.my)
      2. Online Sales Portal @ Click for Cover (online.takaful-malaysia.com.my)
      3. Self-service customer web portal (mytakafulcustomer.takafulmalaysia.com.my/)
      4. List of Customer Engagement channels which include Branches and Call
         Centre (https://www.takafulmalaysia.com.my/contactus/Documents/STMB%20address.pdf)

Note: Channel availability may vary from time to time, and customers will be informed
accordingly.

We will actively seek feedback, suggestions or complaints on how insurers can serve customers better

1. Customers are provided with available channels to provide feedback and suggestions via:
   1. Corporate website (https://www.takafulmalaysia.com.my/contactus/Pages/contactus.aspx)
   2. Self-service customer web portal (mytakafulcustomer.takafulmalaysia.com.my)
   3. Call centre (1-300-88-252385
   4. Branches (https://www.takafulmalaysia.com.my/contactus/Documents/STMB%20address.pdf)
   5. Email (csu@takaful-malaysia.com.my)
   6. Fax (03-22740237)
   7. Letter (Customer Service, Syarikat Takaful Malaysia Keluarga Berhad, 11th
      Floor, Annexe Block, Menara Takaful Malaysia, No 4, Jalan Sultan Sulaiman,
      50000 Kuala Lumpur)

We will conduct periodic customer satisfaction feedback/ surveys to ensure that customers’ needs are fulfilled.

We will strive to help customers find the right product to suit their needs

1. Knowledgeable and ethical employees and intermediaries 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 the customers’ profile adequately, we 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 the 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 customers shall be explained and on an “opt-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 takaful operators shall operate accordingly.

We will set clear responsibilities
towards customers and uphold it.

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.

We will set clear expectation on time
taken for various services.

Clear expectation on time taken for various services:-

1. Delivery of Services:-
   Information on turnaround time on delivery of services will be made available in
   the Clients Charter through various channels (head offices / branches /
   brochures / call center / website / social media).
2. Standards to be adopted:-
   Serve Walk-in Customer Promptly:
   1. Customer Waiting Time: Within 10 minutes.

We will ensure efficient certificate
servicing and providing relevant documentation in a timely manner.

1. Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as consequence arising from any of these actions.
2. Customers are to be reminded in the renewal notice to inform the company of any changes in the risk before renewal.
3. The standard operating procedure on dealings with customers must be clearly complied with.

We will ensure efficient certificate
servicing and provide relevant
documentation in a timely manner
(Family & Health)

Family & Health

1. Certificate Servicing Turnaround Time (from receipt of full documentation, information and payment of contribution):-
   1. Certificate 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
   2. Change of certificate details (endorsement):
      1. Certificate Changes (Non financial) : within 3 working days
      2. Certificate Changes (Financial):
         1. Standard cases – within 5 working days
         2. Non-Standard cases – within 10 working days
   3. Reinstatement: within 10 working days (with payment & complete
      documentation.)
2. Renewal notice issuance:
   1. For certificate with guaranteed renewal, contribution due notice will be issued not less than 30 calendar days before the next contribution due
      date.
   2. Notification of Revised Contribution to renewable basic term certificate/ term rider will be issued not less than 30 calendar days before the expiry of existing policy/ rider.
3. Cancellation / surrendering of certificate: 10 working days upon receipt of full documents – include processing of refund contribution.
4. Issuance of medical/ hospitalization card for individuals – Within same business day of certificate issuance.

Note: The timelines above do not take into account onboarding process – takaful
operators have their own onboarding process/introduction to its products and
services.

We will ensure efficient certificate
servicing and provide relevant
documentation in a timely manner
(General)

1. Certificate Issuance (upon acceptance in the certificate system)New and Existing Customer:
   1. Motor
      E-policy: Immediately
      Manual: 5 working days
      (with the exception of new vehicles to be registered with JPJ)
   2. Non-Motor – within 10 working days
      (applicable for individuals only, not applicable to group)
2. Change of certificate details/ reissuance upon lapse/ endorsement (upon acceptance in the certificate system):
   1. Motor – within 3 working days
   2. Non-Motor – within 5 working days
3. Renewal notice issuance: 30 calendar days before expiry of existing certificate.
4. Cancellation/ surrendering of certificate (including refund of contribution).
   1. Motor – within 5 working days
   2. Non-Motor – within 7 working days

Note: The timelines above do not take into account onboarding process – takaful
operators have their own onboarding process/introduction to its products and
services.

We will be open and transparent in
our dealings

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:

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 contributions), and interest (if any) as well as obligations in the use of a product or service (e.g. when contribution 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 and our right 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.

We will follow through and provide
the requisite answers / updates to
customers’ queries & complaints
promptly

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, fax, written 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 – respond within 3 working days from date of
         receipt.
   2. For letter or fax
      1. 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, we will endeavor to provide first touch point resolution immediately.
   2. Where follow-up is required – within 5 working days from the date of the first visit.

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

We will ensure consistent and thorough complaints handling

1. Customers shall be informed of the various options for submitting a complaint through available channels, depending on 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 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 our 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, we shall inform the
   complainant accordingly and update progress every 14 calendar days. If not resolved, update in another 14 calendar days. Thereafter, after every 30 calendar days.
6. Keep the complainants updated if unable to address issues within the stipulated timeframe.
7. Refer the complainants to the next level of escalation if the resolutions are not
   to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, BNMTELELINK and Financial Ombudsman Scheme will be clearly provided.

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

We will set clear timeline for claims
settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.

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:-

1. Customers will be informed of the estimated time taken for claims settlementprocess and expected service standard.
   This information shall be made available through various channels (i.e. branches/ brochures/ call centers/ website).
2. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
3. All claims notification thru agents must reach us 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 claims 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 will be updated on the progress/ decision every 14 working days.
7. In the event of a catastrophe / disaster, i.e. large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.

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.

We will inform customer of the next
level of escalation if the claims settlement/ rejection is not to his/her satisfaction

To keep the customer informed of the next level of escalation if the claims
settlement /repudiation is not to his/her satisfaction.

1. Customers shall be provided with available channels to appeal on a decision/ raise disputes (i.e. branch/ brochures/ call center/ 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:-

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
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:

Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block, Menara Takaful Malaysia
No. 4 Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: +603 2272 2811
Fax: +603 2272 1577
Email: enquiry@ofs.org.my
Website: www.ofs.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
Jabatan LINK & Pejabat Wilayah Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Tel: 1-300-88-5465 (Overseas: +603 2174 1717)
Fax: +603 2174 1515
E-mail: bnmtelelink@bnm.gov.my