The Etiqa Way - Client Charter
 
DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS
We strive to settle justified claims promptly through standardized procedures in claims administration. As such, we seek your assistance in submitting sufficient documentation to facilitate your claims. For your convenience, we have listed the documentation required for specific claims on our website. Please visit the following pages (General Insurance | Life Insurance | General Takaful | Family Takaful), Customer Service or Claims Information for further details.
 
GENERAL INSURANCE AND TAKAFUL CLAIMS
We will respond within 7 working days of receiving your claims submission. Our claims procedure is as follows:
  • Claims registration, complete documentation (stamp date received).
  • Claims assessment:
    • For non-complex claims, you will be updated on the progress in 7 working days.
    • For complex claims (insufficient documents), you will be updated on the progress in 14 working days.
 
LIFE INSURANCE AND FAMILY TAKAFUL CLAIMS
We will respond within 14 working days of receiving your claims submission. Our claims procedure is as follows:
  • For legitimate, straightforward cases with full documentation, we will settle your claim within 14 working days.
  • For complex cases (insufficient documents/require further investigation), you will be updated on the progress in 14 working days.
We understand that you may have queries regarding our claims decision. If you do not agree with our decision, you may write to our Complaint Management Unit at info@etiqa.com.my.

Should you still question our claim decision after writing to us, you may refer to the Financial Mediation Bureau within 6 months from the date our claim decision is made:

Financial Mediation Bureau
Tingkat 25, Blok Utama, Dataran Kewangan Darul Takaful
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.
Tel No: +603 2272 2811
Fax: +603 2274 5752

For further assistance or information on claims, please write to us at info@etiqa.com.my.
 
   

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 .