The Etiqa Way - Client Charter
 
EASY TO REACH
We are wholly committed to promptly and efficiently handle complaints and enquiries. We can be reached via any of the following channels:
  • Visit any of our 28 service centres nationwide
  • Call our Etiqa Oneline at 1300-13-8888
  • Write to us at:
Complaint Management Unit
Level 4, Tower C, Dataran Maybank,
No. 1, Jalan Maarof,
59000 Kuala Lumpur.
Fax: +603 2296 1799
E-mail: info@etiqa.com.my
 
OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS
We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong. We welcome your feedback as we genuinely want to improve our service and resolve any problem you may have. If we have not met your expectations, do let us know. If we have exceeded your expectations, we would be happy to hear from you too.

Our complaints handling process is based on the following principles:
  • Acceptance – we recognize that you may have certain questions and expectations; and accept all complaints.
  • Ownership – we are responsible for resolving your complaint. Should we need assistance from elsewhere 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 with you if we are unsure.
  • Treatment – we will ensure fair treatment on all complaints.
  • Commitment – we will follow through on what we commit to do.
  • Timeliness – if we cannot immediately resolve your complaint, we will strive to resolve it within 14 working days. If a complaint requires more time to resolve, we will keep you informed of the progress.
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.
 
DETAILS OF YOUR ENQUIRIES/COMPLAINTS
We aim to provide prompt and effective resolution of your complaint. To do so, we seek your assistance in providing us with as much information as possible when you contact us. This includes:
  1. Account Information – your name, policy number or account number.
  2. Contact Details – your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, e-mail, etc). If you wish to be called only during certain hours, please let us know.
  3. Complaint Information – what your complaint is about, what happened, when did it happen and who were involved. If you have evidence to support your complaint, please provide it to us as well.
Once we receive this information, we will be able to investigate your complaint and work towards a resolution. If you feel that your complaint has not been resolved fairly, please let us know and we will advise you on the alternative dispute resolution avenue by our company.
 
RECORDING OF COMPLAINTS
We will record and acknowledge all complaints within 24 hours of receipt of the complaint. You can be certain that a file on your complaint will be opened for documentation of records and work done. In addition, the status and progress of your complaint will be kept in our system for easy monitoring, tracking, retrieval and analysis.
 
PROMPT RESPONSE TO ENQUIRIES
We strive to provide timely responses to all your interaction with us.
 
1. Walk-in Customers
  • You will be handled in a systematic manner on a first-come-first-served basis.
  • You will be served within 15 minutes.
  • Your full details and enquiry will be recorded by our customer care staff.
  • You will be briefed on the next course of action that will be undertaken by our company’s representative who handles enquiries that require investigation.
  • If your enquiry does not require any follow-up action, it will be resolved during that visit.
2. Phone Enquiries
  • We endeavor to answer your calls to Etiqa Oneline within 20 seconds.
  • Enquiries that do not require follow-up action will be resolved during the first call.
  • Enquiries that require follow-up action will be resolved within 7 working days.
3. Enquiries via E-mail and Correspondence
  • You will be sent an acknowledgement note upon receipt of your e-mail or correspondence.
  • For non-complex enquiries, e-mail responses will be made within 2 working days from the date of receipt.
  • Enquiries via correspondence would be attended to within 7 working days from the date of receipt for non-complex enquiries.
  • You will be updated regularly if your enquiry is a complex one that requires in-depth investigation.
 
PROMPT RESPONSE TO COMPLAINTS
We strive to provide timely responses to all your interactions with us.
 
1. Walk-in Customers
  • You will be handled in a systematic manner on a first-come-first-served basis.
  • You will be served within 15 minutes.
  • Your full details and complaint will be recorded by our customer care staff.
  • You will be briefed on the next course of action that will be undertaken by our company’s representative who handles complaints that require investigation.
  • You will receive a response from us within 24 hours of filing your complaint. You will be regularly updated every 14 working days on the progress of your complaint.
  • If your complaint does not require follow-up action, it will be resolved during that visit.
2. Complaints via Phone
  • We endeavor to answer your calls to Etiqa Oneline within 20 seconds.
  • Complaints that do not require any follow-up action will be resolved during the first call.
  • Complaints that require follow-up action will be lodged with, and acknowledged by, our Complaint Management Unit on the same day that the complaint is filed. You will receive a response from our Complaint Management Unit within 7 working days from the receipt of your complaint.
  • Should your complaint require further investigation, you will be kept updated every 7 working days on its status until the complaints is resolved.
3. Complaints via E-mail and Correspondence
  • You will be sent an acknowledgement note upon receipt of your e-mail or correspondence.
  • For non-complex cases, we endeavor to resolve your complaint within 14 working days from the date of complaint.
  • You will be updated regularly if your complaint is a complex one which requires in-depth investigation. We will inform you of our decision not later than 14 working days from the date of complaint.
 
   

Our recommendation
Our product recommender will recommend the plans that best fit your profile and needs (for Malaysians only).
Connect with us
You can see one of our 23,000 agents around the country or call our Etiqa Oneline call centre at 1300 13 8888 (for Malaysians only).

For our international branches, please contact:

Singapore : +65 6336 0477 Brunei : +673 244 3393 Labuan : +60 87 417 672

Locate our branches
Walk-in to any of our branches around Malaysia to make a claim, enquire or purchase our insurance and takaful plans. Find a branch that is nearest to you here .