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SYARIKAT TAKAFUL MALAYSIA BERHAD’S CLIENT CHARTER

At TAKAFUL MALAYSIA, you are at the heart of our organization and we respect your right to privacy. Our relationship with you is our most valuable asset and is the very basis of our name and reputation. In enhancing our “Jalinan” with you, we are committed to deliver our promises and uphold the Charter as mentioned below.

Whether you are our certificate holders, TAKAFUL MALAYSIA agents, registered users or visitors, we believe in building lifelong relationships by providing services in a professional, honesty, 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.

EASY TO REACH

Customer enquiries, feedback and complaints are always welcome by us. This will assist us to identify any weaknesses in our services that we provide and work towards improving them.

If our feedback or response is in anyway unsatisfactory, please feel free to submit your feedback to us through the following channels:-

  • By calling our Call Centre Toll Free Line at 1-300-8-TAKAFUL (825 2385); or
  • By emailing to csu@takaful-malaysia.com.my ; or
  • By mailing to:

    Customer Service

    SYARIKAT TAKAFUL MALAYSIA BERHAD 13th Floor, Annexe Block,
    Menara Takaful Malaysia​,
    No 4, Jalan Sultan Sulaiman,
    50000 Kuala Lumpur

For more details, please visit www.takaful-malaysia.com.my and provide feedback at our Customer Feedback Form.

OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS

We believe that you are entitled to honesty, respect, courtesy, integrity and fair treatment in your dealings with us.

We want to know immediately if we can improve our services and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please contact us. If we have exceeded your expectations, we would be glad to hear them too.

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, please provide as much of the following information as you can:

  1. Certificate Information - your name, certificate number or NRIC number.
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
  3. Complaint Information – your complaint details and the chronological of the event.
    Upon receiving sufficient information, we are committed to investigate your complaint and work towards a resolution.

If you feel that your complaint has not been resolved fairly, we shall advise you on the alternative dispute resolution avenue.

Recording Complaints

All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

PROMPT RESPONSE TO ENQUIRIES OR COMPLAINTS

We strive to provide timely responses to all interactions with us.

  1. Walk-in Customers
  • Customers will be served within 10 minutes from the point the customers walk in to our branches or service centres.
  1. Phone Enquiries
  • Calls are answered within 3 rings;
  • We provide first call resolution for all standard enquiries;
  • Feedback and updates on progress within 3 working days for enquiries which require follow ups.
  1. Enquiries via e-mail and correspondence
  • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
  • Email responses would be given within 3 working days from the date of receipt for non-complex enquiries.
  • Correspondence would be replied within 3 working days from the date of receipt for non-complex enquiries.
  • For non complex complaint, it is expected to resolve and respond to you in less than 7 days;
  • You will be updated regularly if enquiries are complex requiring in depth investigation.
  • All complaints received are fully documented and recorded in the register for management reporting and review.

DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS

We will endeavor to settle justified claims promptly based on certificate coverage and benefits. To facilitate your claims, you need to submit sufficient documentation.

For documentation related to a specific claim, please visit www.takaful-malaysia.com.my for more information. Once you have made your submission, you can expect to receive a response from us within 14 working days.

If you need further clarification or you are not satisfied with our claim decision, please contact our Customer Service at 1-300 88 252 385 or email us at csu@takaful-malaysia.com.my and we will provide our response accordingly. For appeal cases, we will escalate the same to our senior management for review and will provide you with our response once your appeal has been decided / concluded by us.

In the event that you are not satisfied with the final decision with regard to your appeal, you may write to the Ombudsman for Financial Services (OFS) within six months from the date of our decision. Please refer to the scope of OFS at www.ofs.org.my or Bank Negara Malaysia based on their jurisdiction.

ANTI-FRAUD STATEMENT

Syarikat Takaful Malaysia Berhad is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

KEY POINTS TO REMEMBER

Nothing satisfies us more than the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your certificate.

  1. Free Look Period
    • The free look period starts from the date you first received your new certificate document.
    • If you decide to cancel your Takaful plan, you have 15 days from the date you first received the certificate document. Please write to us to confirm your intention and we shall refund all contributions paid after deducting any medical expenses incurred in accepting your proposal.
  2. Terminating Your Takaful coverage To enter into a New Takaful plan
    Do you know that when you lapse or surrender an existing Takaful certificate in order to replace with another (by the same or a different Takaful operator) you will lose out?
    • The new certificate is usually of a higher contribution based on the current age.
    • You may need to pay extra contribution or be denied Takaful coverage if there are changes to your health.
    • In most medical and critical illness policies, the waiting period (the duration when no claim is payable) resumes from the certificate issue date or reinstatement date, whichever is later.
    You can meet your financial objectives by upgrading your Takaful coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing policy.
  3. Contribution Payment
    You are encouraged to pay your contribution with cash directly to our Takaful myCare Centres, Retail Centre and branches nationwide or specified banks (i.e Bank Islam and Bank Simpanan Nasional). If you are making your contribution payment by cheques, always ensure that the cheque is payable to SYARIKAT TAKAFUL MALAYSIA BERHAD.
  4. Your Personal Information
    We are committed to ensure the confidentiality and security of our customer’s personal information in our operations. As such, we have put place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.
    • Your personal information will only be used by Syarikat Takaful Malaysia Berhad authorised personnel in the course of processing and administering your Takaful plan.
    • Your data will never be shared with another party that is not authorised by Syarikat Takaful Malaysia Berhad to process or administer your Takaful plan.
  5. Comprehensiveness and Transparency in Product Information
    We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.
  6. Common documentation for ease of processing via e-Forms
    We make these forms online for your convenience.
    • Death Total Permanent Disability Claim Form
    • Medical Attendant's Certificate Form
    • Total & Permanent Disability Claim
    • Takaful Personal Accident Claim Form (Death and Injury)
    • Takaful Hospital and Surgical Claim Form

For more details, please refer to our website www.takaful-malaysia.com.my​​​​​​​​

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SYARIKAT TAKAFUL MALAYSIA BERHAD’S CUSTOMER SERVICE CHARTER

At TAKAFUL MALAYSIA, you are the heart of our organization and we respect your right to privacy. In enhancing our “Jalinan” with you, we are committed to deliver our promises and uphold the Charter as mentioned below.

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:

Pillar 1: Takaful Made Accessible

Pillar 2: Know Your Customer

Pillar 3: Timely, Transparent and Effective Service

Pillar 4: Fair, Timely and Transparent Claims Settlement Process

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