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Client Charter

The Pacific Insurance Berhad > Client Charter

Client Charterto secure yourself and the things you love

INTRODUCTION

At The Pacific Insurance Berhad, our mission is to be an effective and friendly service provider, always willing to listen and solve problems on all insurance matters involving our customers.

EASY TO REACH

We are committed to provide effective and friendly services in handling complaints
and enquiries. Our Customers/Complainants can contact us through these channels:

  • Visit any of our branches nationwide.
  • Call us at toll free number 1-800-88-1629.
  • Write to us at:
    The Pacific Insurance Berhad
    40-01, Q-Sentral
    2A Jalan Stesen Sentral 2
    Kuala Lumpur Wilayah Perseketuan 50470
    Malaysia.

    Tel:03-2633 8999 – General Line
    03-2633 8651 – Medical Claims
    Email : customerservice@pacificinsurance.com.my

OUR COMMITMENT TO OUR CUSTOMERS

A. Enquiries
  1. Walk-In Enquiries
    1. Customer will be handled in a systematic manner and on a first-come-first-serve basis.
    2. Customer will be served within 15 minutes on their arrival at any of our branch front desk or customer service desk at Head Office.
    3. We will try our level best to attend to the enquiry immediately. If this is not possible, we shall try to revert within 24 hours.
  2. Phone Enquiries
    1. We will try our level best to attend to the enquiry immediately. If this is not possible, we shall try to revert within 24 hours.
  3. Written Enquires (E-mail, Fax, Letter)
    1. We shall try to respond to your written enquiry within 1 working day.
    2. If this is not possible, we shall let you know when we can respond.
B. Quotation
  1. Quote within acceptance authority of Head Office/Branches will be responded within 1 working day.
  2. Head Office assistance on cases outside branch authority will be responded within 2 working days.
C. Policy Issuance
  1. New Business – within 14 working days.
  2. Endorsement – within 14 working days.
  3. Renewal – within 14 working days.
  4. Walk-in customers – within 30 minutes. (Head Office only)
  5. No Claim Discount (NCD) confirmation – within 1 day
D. Issuance of Official Receipts
  1. Walk-in customers – within 15 minutes.
  2. Payments from customers through the mail – within 3 working days.
  3. Payments from reinsurer/coinsurer – within 5 working days (with complete documents).
E. Claims
  1. Acknowledgement – within 2 working day.
  2. Appoint adjuster (if necessary) – within 2 working day.
  3. Payment
    1. Windscreen – within 5 working days from complete documentation.
    2. Vehicle Theft – within 3 months from date of loss and subject to outcome of police investigation.
    3. Others – within 7 working days from complete documentation.
F. Cheque Issuance
  1. Claims – Refer to item E.
  2. Refund – Head Office, within 7 working days from request (Branches, 9 working days from request).
  3. Commission – Head Office, 10 working days from month-end (Branches, 12 working days from month-end).
  4. Others – Head Office, within 7 working days from request (Branches, 9 working days from request).
G. Complaints

Our complaints handling process is based on the following principles:-

  • Acceptance – we recognize that we may not have met your expectations and will accept any complaints.
  • Ownership – we are responsible for resolving your complaint. If we need to clarify the complaint with third party due to the nature or complexity of the complaint, we will inform you.
  • Collection of information – we will confirm the details of your complaint and seek clarification 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 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 Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.
When you contact us, as much of the following information must be provided:-

  1. Account Information – name, policy number or account number.
  2. Contact Details – mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).
  3. Complaint Information – details of the complaint and any supporting evidence.
    Once we receive this information, we will be able to investigate your complaint and work towards a resolution.
    If the complainant feels that a complaint has not been resolved fairly, they should inform us accordingly and we will advise the complainant on the alternative dispute resolution avenue available.
    Complaint letter must be signed by the complainant.

Recording of 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.

  1. Walk-In Complaints
    1. Full details of the complainant and his complaint will be recorded by the Branch Head if complaint is at Branch and by the complaints monitoring unit staff at Head Office if complaint is at Head Office.
    2. Complaints that do not require follow-up will be resolved immediately during the visit.
    3. If complaint cannot be resolved immediately, we shall revert to the complainant when complaint is resolved. On average, the complainant should receive a response from us within 14 days of filing his complaint and if the complaint is still not finalized in 30 days, the complainant will be updated on the progress at least on a monthly basis.
    4. All complaints must be lodged with the company’s Complaint Unit on the same day it is lodged by the complainant.
  2. Phone Complaints
    1. Full details of the complainant and his complaint will be recorded by the Branch Head if complaint is at Branch and by the complaints monitoring unit staff at Head Office if complaint is at Head Office.
    2. Complaints that do not require follow-up will be resolved immediately.
    3. If complaint cannot be resolved immediately, we shall revert to the complainant when complaint is resolved. On average, the complainant should receive a response from us within 14 days of filing his complaint and if the complaint is still not finalized in 30 days, the complainant will be updated on the progress at least on a monthly basis.
    4. All complaints must be lodged with the company’s Complaints Unit on the same day it is lodged by the complainant.
  3. Written Complaints (E-mail, Fax, Letter)
    1. Complaints via e-mail, fax or letter must be lodged on the same day with the Complaints Unit. The Department handling the complaint will acknowledged complaints within 2 working days on receipt of the complaint.
    2. We will respond to our complainant on such complaints within 14 days on receipt of the complaint. In the event the complaint requires further investigation, the complainant will be kept updated at least on a monthly basis on the status until the complaint is resolved.