Client Charter

The Etiqa Way

Insurance is about helping people.
Helping them to protect their assets,
maintain their lifestyle

We promise you to keep things as simple as possible;
deliver on our promises
and along the way, humanize insurance.
and build a better future.

In everything we do
we keep things assimpleas possible;
we deliver on our promise
and that's how we humanize insurance

We consider Shariah-compliance
a most important and strategic priority;
and regularly ensure that the guidance and advice
received from the Shariah Committee
are implemented in letter and spirit.

In doing so,
we act with professionalism, empathy,
courage and integrity for all your insurance needs.

We make a difference by doing it The Etiqa Way.

Anti-Fraud Statement

Etiqa is committed to fraud control with an emphasis on proactive prevention. In our effort to reduce possibilities that could lead to fraud, we have put in place various detection measures. Our approach to fraud control centers 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.

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 Ombudsman for Financial Services within 6 months from the date our claim decision is made:

Chief Executive Officer,
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.
Email: enquiry@ofs.org.my
Fax: +603-2272 1577

For further assistance or information on claims, please write to us at enquiry@ofs.org.my.

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: cmu@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 - we recognize that you may have certain questions and expectations; and accept all complaints.
  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.

 

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. We hope that our journey with you continues throughout your lifetime and that of your future generations.

We firmly believe in building relationships on a platform of mutual trust and respect. As such, we shall do our utmost to help you understand all your options before you plan your financial future with us. We urge you to remember the following tips and advice when making your decision in choosing your policy:

1. Free Look Period

This period allows you to fully understand your policy and decide if it is really the one for you:

  • Our free look period starts from the date you first received your new policy / certificate document.
  • If you decide to cancel your policy / certificate, you have 15 days; from the date you first receive the policy / certificate document, to do so. Just write to us to inform us on your decision and we shall refund all premiums / contributions paid after deducting any medical expenses incurred in accepting your proposal.
  • Do remember that the policy / certificate cannot be cancelled after the free look period.

 

2. Upgrading instead of Replacing Your Policy / Takaful Coverage

Letting a policy / Takaful certificate lapse or surrendering it in order to take up another (by the same or a different insurer / Takaful operator) may incur losses:

  • The new policy / certificate will usually be of a higher premium / contribution based on your current age.
  • You may need to pay extra premium / contribution or be denied insurance / 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 policy / certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your insurance / 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. Premium / Contribution Payment

Select the payment method that is most convenient to you:

  • You can make use of bank or credit card auto debit facilities to make a payment.
  • Payment can also be made via ATM / Phone banking.
  • For your convenience, we encourage you to use Internet Banking to plan premium / contribution payment to avoid delay.

* Alternatively, you can pay with cash directly to our service centers or specified banks. If you are making your premium / contribution payment by cheque, always ensures that the cheque is only payable to either Etiqa Insurance Berhad or Etiqa Takaful Berhad.

 

4. Your Personal Information

Your personal information is valuable. We are committed to ensuring the safety and security of your personal information in all our operations. As such, we have put in place strong security measures to prevent unauthorized access that could result in the alteration, destruction, theft or compromise of the confidentiality of your data. You may rest assured that your personal information will be treated with the strictest standards of security and confidentiality by our staff:

  • Your personal information will only be used by Etiqa Insurance & Takaful authorized personnel in the course of processing and administering your insurance policy/Takaful plan.
  • Your data will never be shared with another party that is not authorized by Etiqa Insurance & Takaful to process or administer your policy / certificate.

 

5. Comprehensiveness and Transparency in Product Information

Always be clear on what you are getting from your policy. We are committed at all times to ensuring that all information and disclosure of our products and services are 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 vie e-Forms

Ensure you have the right documentation to facilitate speed and efficiency. For your convenience, we have made these forms available online:

 

 

7. Disclaimer

We reserve the right to accept or reject an application to purchase our products. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

This Client Charter is general information for quick reference purpose only.

For further clarification, please contact our Etiqa Oneline at 1300-13-8888.