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.
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
firstname.lastname@example.org ; or
- By mailing to:
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.