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Client Charter

The Pacific Insurance Berhad > Client Charter

Customer Service Charter– Speed, Service and Tender Loving Care –

A. 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. We believe in our principles of “Speed, Service and Tender Loving Care” (SSTLC) by operating at all times with integrity and respect, providing not only excellent, quality services, but also being efficient and effective in our dealings with customers.

B. OUR COMMITMENT TO OUR CUSTOMERS

To achieve what we believe in, the Company will be guided by FOUR pillars that will help in our continual efforts to be consistently improving our services to attain the expected outcomes. These pillars are:

  1. Insurance Made Accessible
  2. Know Our Customer
  3. Deliver Timely, Transparent & Efficient Service
  4. Fair, Timely & Transparent Claims Settlement Process

PILLAR 1: INSURANCE MADE ACCESSIBLE

Objective: Better Engagement & Improved Services

Our Commitment Our Delivery
  1. To make insurance easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.
  1. To provide awareness and accessibility to any customer to the Company via various channel options on where and how to:
    1. purchase and enquire on our product and services.
    2. provide feedback, suggestions and complaints.
  2. Customers should have access to
    1. An insurance agent locator.
    2. List of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.
  1. To actively seek feedback, suggestions or complaints on how insurers can serve customers better.
Customers are provided with available channels to provide feedback and suggestions via Our Customers can contact us through these channels:

Note:
The Insurer has provided Suggestion boxes to get feedback from customers.

PILLAR 2: KNOW YOUR CUSTOMER

Objective: Build Trust

Our Commitment Our Delivery
  1. To strive to help customers find the right product to suit their needs.
  1. To ensure our employees and agents are available to serve our customers, we ensure our employees and agents are trained on our products and services on regular basis.
  2. In order to know and anticipate our customer’s needs and preference / profile, our employees and agents shall:
    1. Listen to our customer attentively.
    2. Acknowledge and clarify to understand the customers’ needs and preferences.
    3. Ask for requisite information and documents to assist the customer within and accordance to the Industry’s Code of Practice and Personal Data Protection Act 2010.
    4. Offer options and possible solutions on suitable products and services to meet the customers’ needs and wants.
  3. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and Insurers shall operate accordingly.

PILLAR 3: TIMELY, TRANSPARENT & EFFICIENT SERVICE

Objective: Customer Satisfaction

Our Commitment Our Delivery
  1. To set clear responsibilities towards customers and uphold it.
  1. Our guiding principles on Customer Service Charter shall have the following:
    1. Clear and concise objective of the Charter
    2. Mission
    3. Values to be provided to our customers (e.g. fairness, transparency, integrity, ethics, professionalism and timeliness)
    4. Efficiency & effectiveness of our communication channels
  1. To set clear expectation on time taken (turnaround time) for various services.
  1. To provide information on service delivery turnaround time expected where the information can be made available from our Head Office, Branches, Brochures, Web-site & Call Center.
  2. To adopt Service Standards for
    1. Service Walk-in Customer Promptly
    2. Customer Waiting Time : Within 10 minutes
  3. For our Policy Servicing,
    1. Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal, etc. as well as consequence arising from any of these actions.
    2. Customers shall be reminded in the renewal notice to inform us of any changes in the risk before renewal.
    3. The standard operating procedure on dealings with customers must be clearly complied with.
  1. To ensure efficient Policy Servicing and providing relevant documentation in a timely manner.
  1. Policy Issuance (upon acceptance in the policy system) for New and Existing Customer:
    1. Motor
      • E-policy – Immediately
      • Manual: 5 working days

      (with exception new vehicles to be registered with JPJ)

    2. Non-Motor – within 10 working days
      (applicable for individuals only, not applicable to group)
  2. Change of policy details / reissuance upon lapse / endorsement (upon acceptance in the policy system):
    1. Motor – within 3 working days
    2. Non-Motor – within 5 working days
  3. Renewal notice issuance: 30 calendar days before expiry of existing policy.
  4. Cancellation/ surrendering of policy (including refund of premium).
    1. Motor – within 5 working days
    2. Non-Motor – within 7 working days
  5. To be open and transparent in our dealings with customers
  1. Information shall be accessible and available through the various channels of communication such as Head Office/ Branches / Brochures / Call Centers /Website:
  1. Product related details, i.e. product features, product disclosure sheets, terms and conditions, key facts and exclusions will be shared at the point of sale.
  2. Fees, charges (other than premiums), and interest (if any) as well as obligations in the use of a product or service (e.g. when premium needs to be paid and explaining payment before cover warranty).
  3. Anti-fraud statement and key points to remember, i.e. confidentiality of customer information and our right to reject or accept applications.
    All the above information shall be explained and stated using simple words and in an easy to understand manner.
  4. All the above information shall be explained and stated using simple words and in an easy to understand manner.
  1. To follow through and provide the requisite answers / updates to customers’ queries & complaints promptly
Our channels of communication will be used to attend to our customers based on the following service level:

  1. Phone Enquiries / Complaints
    1. No follow up is required – Immediate such as first call resolution.
    2. Follow up is required – Within 3 working days from the date of the first call.
  2. Written (Email, fax, written letter & social media)
    1. For Email/Social media:-
      1. To provide acknowledgement response within 1 calendar day.
      2. An acknowledgement and to include expected timeline and any other relevant information.
      3. For non-complex enquiry, the response is within 3 working days from date of receipt.
    2. For letter or fax
      • Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
  3. Counter/Branches Enquiries/ ComplaintsOur walk-in services are based on the following service level:
    1. Customers will be served within 10 minutes of joining the customer service queue
    2. When no follow up is required, we shall endeavor to provide first touch point resolution immediately on that visit.
    3. When follow-up is required, our response will be within 5 working days from the date of the first visit.

Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.

  1. To ensure consistent and thorough complaints handling
  1. Customers can submit their complaints through the following channels:
    1. Customer Service Department
      The Pacific Insurance Berhad
      40-01, QSentral,
      2A, Jalan Stesen Sentral 2,
      50470 Kuala Lumpur, Malaysia.
      Tel: 03-2633 8999 – General Line
      03-2633 8998 – Fax Line
    2. Email : customerservice@pacificinsurance.com.my
    3. Customer Service Toll free number 1-800-88-1629.
    4. Visit our website: www.pacificinsurance.com.my
  2. A verification process has to be performed on the policyholders.
  3. We shall communicate clearly on the issue and gather adequate information for an informed resolution.
  4. We shall address the issue in an equitable, objective and timely manner by informing the complainant on our decision no later than 14 calendar days from the date of the receipt of the complaints.
  5. If the case is complicated or requires further investigation, we shall inform the complainant accordingly and to update progress every 14 calendar days. If not resolved, we shall update the complainant within another 14 calendar days. Thereafter, after every 30 calendar days.
  6. We will commit to keep the complainant updated if unable to address issues within the stipulated timeframe.
  7. If the complainant is still not satisfied with our response, he/she may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:
    Ombudsman for Financial Services
    Level 14, Main Block,
    Menara Takaful Malaysia,
    No. 4, Jalan Sultan Ismail,
    50000 Kuala Lumpur
    Tel: 03-2272 2811
    Fax: 03-2272 2577
    Email: enquiry@ofs.org.my
    Website: www.ofs.org.my
    Or, you may also choose to refer the matter to Bank Negara Malaysia (BNM) at:
    Bank Negara Malaysia
    Laman Informasi Nasihat dan Khidmat (BNMLINK)
    Ground Floor, D Block,
    7, Jalan Dato’ Onn
    50480 Kuala Lumpur
    Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)
    Fax: 03-21741515
    Email: bnmtelelink@bnm.gov.my
    Website: www.bnm.gov.my

PILLAR 4: ENSURING FAIR, TIMELY, TRANSPARENT CLAIMS SETTLEMENT PROCESS

Objective: Provide Peace of Mind

Our Commitment Our Delivery
  1. To set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.
We shall committed to adopt the following procedures:

  1. Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
  2. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
  3. All claims notifications through agents /intermediaries must reach us within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
  4. If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
  5. We shall state key claims procedures and assign timelines to it, (i.e. appointment of adjuster, claims assessment, etc.)
  6. Customers will be updated on the progress / decision every 14 working days.
  7. In the event of a catastrophe / disaster, e.g. large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.
  1. To inform customer of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction
  1. We will keep the Claimant informed of the next level of escalation. If the claims settlement / repudiation are not to the Claimant’s satisfaction, the Claimant can write to us at:
    1. Customer Service Department
      The Pacific Insurance Berhad
      40-01, Q-Sentral, 2A,
      Jalan Stesen Sentral 2,
      50470 Kuala Lumpur, Malaysia.
      Tel:
      03-2633 8999 – General Line
      03-2633 8998 – Fax Line
    2. Email : customerservice@pacificinsurance.com.my
    3. Customer Service Toll free number 1-800-88-1629.
    4. Visit our website: www.pacificinsurance.com.my
  2. If the complainant is still not satisfied with our response, he/she may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:
    Ombudsman for Financial Services
    Level 14, Main Block,
    Menara Takaful Malaysia,
    No. 4, Jalan Sultan Ismail,
    50000 Kuala Lumpur
    Tel: 03-2272 2811
    Fax: 03-2272 2577
    Email: enquiry@ofs.org.my
    Website: www.ofs.org.my
    Or, you may also choose to refer the matter to Bank Negara Malaysia (BNM) at:
    Bank Negara Malaysia
    Laman Informasi Nasihat dan Khidmat (BNMLINK)
    Ground Floor, D Block,
    7, Jalan Dato’ Onn
    50480 Kuala Lumpur
    Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)
    Fax: 03-21741515
    Email: bnmtelelink@bnm.gov.my
    Website: www.bnm.gov.my
  3. Any letter of rejection/repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently:-

    “Any person who is not satisfied with the decision of the Insurer / Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled: ………

    (Note: for the policy owners who made a claim/report).”