Introduction

Our vision "To be the most reliable partner, always delivering in moments of truth" drives our commitment to serve. As part of a world leading insurance group, we pride ourselves to work in partnership with you to provide insurance solutions from A-Z.

At Allianz, it is our utmost priority to be customer centric and to provide a high level of service standard to all our customers. We believe our success depends on exceeding the expectations of our customers.


How can we help you?

We aim to be open, honest and easy to deal with.

To ensure we are providing excellent service to our customers, Allianz Malaysia is committed to following these pillars which is the foundation of our Customer Service Charter:

1.   Insurance Made Accessible

2.   Know Your Customer

3.   Timely, Transparent & Efficient Service

4.   Fair, Timely & Transparent Claims Settlement Process

 

Pillar 1: Insurance Made Available

A. Our insurance products are made easily accessible via various channels, physically and virtually for obtaining information, purchase or make enquiries.

1. We offer an active engagement model where you are made aware of:

  • Multi-Channel options and accessibility for making purchases and enquiries
  • Where and how to provide feedback, suggestions and complaints.

 

2. We will make insurance products easily accessible via various channels, physical and virtually to obtain information, purchase or make enquiries. Customers have access to the following:

a) Corporate website supported by live chat, https://www.allianz.com.my/

b) Customer Portal, https://portal.allianz.com.my/main/faces/login

c) Call Center - 1-300-22-5542 available from 8.45 am to 5.45 pm, Mondays to Fridays

B. We will actively seek feedback, suggestions or complaints on how insurers can serve customers better

1. The following channels are available to you if you have feedbacks and suggestions:

o   Allianz Website supported by Live Chat, https://www.allianz.com.my/

o   Register/ Login in to Customer Portal, https://portal.allianz.com.my/main  

o   Call us at 1-300-22-5542 from 8.45 am to 5.45 pm, Mondays to Fridays

o   Email us via  customer.service@allianz.com.my

o   Chat with us via our Facebook page, https://www.facebook.com/AllianzMalaysia

o   Visit any of our branch nationwide, https://www.allianz.com.my/allianz-locator

o   Fax, 603 2264 8499

o   Social Media, https://www.facebook.com/AllianzMalaysia

 

Or write to us at the following address, simply indicating whether the subject matter concerns Allianz General Insurance Company (Malaysia) Berhad or Allianz Life Insurance Malaysia Berhad:

Customer Service Center

Allianz Arena, Ground Floor, Block 2A, Plaza Sentral

Jalan Stesen Sentral 5, Kuala Lumpur Sentral

50470 Kuala Lumpur

 

2. We will conduct customer satisfaction feedback/survey from time to time to ensure your needs are fulfilled.

 

Pillar 2: Know Your Customer 

A. We will strive to help customers to find the right product to suit their needs.

1. Knowledgeable and ethical staffs are available to serve customers.

2. We ensure our employees and intermediaries are properly trained on products and services offered.

3. Training will be provided once a new product is launched and regular refresher courses shall be provided on existing products.

4. In order to understand the customers’ profile adequately, we shall:

·      Listen attentively to the customers

·      Acknowledge and properly understand the customers’ needs and preferences.

·      Ask for requisite information and documents to advise customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection 2010

·      Offer options of suitable products and services to meet the customers’ needs and wants.

4. 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.

 

Pillar 3: Timely, Transparent and Efficient Services 

A. We will set clear responsibilities towards customers and uphold it

1. We have a standard commitment on clear responsibilities which is a mandatory write up on all client charter that cover the following guiding principles:

·      A clear and concise objective of the Charter

·      Mission

·      Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism and timeliness

·      Efficient/Effective communication channels
 

B. We set a clear expectation on time taken for various services and we will follow through and provide the requisite answer /updates to customers’ queries/complains promptly.

 

All Enquiries

Turnaround Time

Walk-in

 

Counter/Branch

Customers will be served within 10 minutes on their arrival at the customer service desk.

Enquiries that do not require follow-up will be resolved during the visit. Enquiries that require follow-up will be resolved within 3 working days.

Phone

Your phone calls will be answered immediately

Enquiries that do not require follow-up will be resolved during the first call. Enquiries that require follow-up will be resolved within 3 working days from the date of the first call.

Email/ Social Media

Your emails will be acknowledged within 24 hours.

Enquiries that do not require follow up will be resolved within 2 working daysFor complex enquiry, emails will be responded within 3 working days from the date of receipt.

Letter/Fax

Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.

 

C. We will ensure efficient policy servicing and providing documentation in a timely manner.

1. We will inform customers of each step and documentation required to alter, renew and 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 will be reminded in the renewal notice to inform us of any changes to in the risk before the renewal. The standard operating procedures on dealings will be clearly complied with.

 

3. We will ensure efficient policy servicing and providing relevant documentation in a timely manner.

 

 

Life and Health (including Takaful)

Policy servicing and Relevant documentation

Turnaround Time

 

Policy Account

 

i) Standard cases – within 5 working days

ii) Additional information required/pre-existing medical condition/ complex cases – within 10 working days

 

Change of policy account details (endorsement)

 

i) Policy/Certificate Changes (Non-Financial): within 3 working days

ii) Policy Changes (Financial):

  • Standard cases – within 5 working days
  • Non- Standard cases – within 10 working days

Reinstatement

10 working days (with payment and complete documentation)

Renewal notice issuance

i) For policy with guaranteed renewal, premium due notice will be issued not less than 30 calendar days before the next premium due date.

 

ii) Notification of Revised Premium to renewable basic term policy/term rider will be issued not less than 30 calendar days before the expiry of existing policy/rider.

Cancellation/Surrendering of policy

10 working days upon receipt of fill documents and processing of refund premium will also be included.

Issuance of medical/hospitalisation card for individuals

Within same business day of policy issuance.

 

General

Policy servicing and Relevant documentation

Turnaround Time

 

Policy Issuance (upon acceptance in the policy system) for new and existing Customer

 

i) Motor

E-Policy: Immediately

Manual: 5 working days

(with the exception of new vehicle to be registered with JPJ)

 

ii) Non-motor: within 10 working days

(applicable for individuals only, not applicable to group)

 

Change of policy details/reissuance upon lapse/endorsement (upon acceptance in the policy system):

 

i) Motor – within 3 working days

ii) Non-motor – within 5 working days

Reinstatement

30 calendar days before expiry of existing policy

Cancellation/surrendering of policy (including refund of premium)

i) Motor – within 5 working days

ii) Non- motor- within 7 working days

 

D. We will be open and transparent in our dealings

The following information shall be easily accessible and made available through the various channels of communication such as branches/brochures/call centers/social media/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

Allianz is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in its effort to reduce possibilities which could lead to fraud. Our approach to fraud control is focused 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 adhere to the Allianz Code of Conduct for Business Ethics and Compliance which represent minimum standards for all employees and agents. In tandem with our zero tolerance for fraud, we have in place anti-fraud activities and consistently take appropriate actions towards addressing internal control violations and to remedy deficient controls.

 

4. Free Look Period and Right to reject or accept applications

The free look period starts from the date you receive your new policy/certificate document.

If you decide to cancel your policy/certificate, you have 15 days from the date you first received the policy/certificate document to do so. Please write to the company to confirm your intention to cancel the policy/certificate.

 

5. Data privacy and disclosure of personal information

Where appropriate and necessary, Allianz may conduct checks with a licensed credit referencing agency and a record of any such search will be retained. Further, Allianz may also exchange information with other insurers through various authorised and approved databases to help us check the information provided and also to prevent fraudulent claims. We may also disclose information about you to the regulatory authorities in response to formal requests. We may where appropriate and necessary, disclose personal information to authorised third parties to assist us and them in providing the relevant services and products. For example, in handling claims, we may have to disclose your personal and other information to third parties such as other insurers, reinsurers, loss adjusters, external claims data collectors, investigators and agents or other parties as required by law.

 

E. We will ensure consistent and thorough complaint handling

1. Customers can submit a formal complaint via the following channels:

o   Allianz Website supported by Live Chat, https://www.allianz.com.my/

o   Register/ Login in to Customer Portal, https://portal.allianz.com.my/main  

o   Call us at 1-300-22-5542 from 8.45 am to 5.45 pm, Mondays to Fridays

o   Email us via  customer.service@allianz.com.my

o   Chat with us via our Facebook page, https://www.facebook.com/AllianzMalaysia

o   Visit any of our branch nationwide, https://www.allianz.com.my/allianz-locator

o   Fax, 603 2264 8499

o   Social Media, https://www.facebook.com/AllianzMalaysia

 

Or write to us at the following address, simply indicating whether the subject matter concerns Allianz General Insurance Company (Malaysia) Berhad or Allianz Life Insurance Malaysia Berhad:

Customer Service Center

Allianz Arena, Ground Floor, Block 2A, Plaza Sentral

Jalan Stesen Sentral 5, Kuala Lumpur Sentral

50470 Kuala Lumpur

 

2. We will perform verification on the policyholder/participants and communicate clearly on the issue and the information gathering process for an informed resolution.

 

3. We will address the issue in an equitable, objective and timely manner by informing the complainants on our decisions no later than 14 calendar days from the date of the receipt of the complaints

 

4. If the case is complicated or requires further investigation, we shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.

 

5. We will keep complainants updated if unable to address the issues within the stipulated timeframe.

 

6. If we are unable to resolve your concerns to your satisfaction, you may pursue the matter with:

 

Ombudsman for Financial Services (664393P)

(formerly known as Financial Mediation Bureau)

Level 14, Main Block, Menara Takaful Malaysia

No. 4, Jalan Sultan Sulaiman

50000 Kuala Lumpur

Tel: 603-2272 2811 Fax: 603-2274 5752

Email: enquiry@ofs.org.my

Website: www.ofs.org.my Tel: 603-2272 2811 Fax: 603-2274 5752

 

Bank Negara Malaysia (BNM)

Laman Informasi Nasihat dan Khidmat

Ground Floor, Block C

Jalan Dato’ Onn

50480 Kuala Lumpur

Toll free: 1 -300- 88 -5465 Fax: 603-2174 1515

Email: bnmtelelink@bnm.gov.my

 

Pillar 4: Fair, Timely and Transparent Claims Settlement Process

A. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:

1. Customers will be informed of the estimated time taken for claims settlement process and expected service standard through various channels including branches, brochures, call centers, social media and website.

2. Below are the timeline taken to process claims:

Types of Claims

Turnaround Time  

 

Non-Life Claims

 

We will acknowledge receipt of claim within 7 working days

 

All claim notifications through agents must reach us within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.

 

Customers will be informed within 14 working days on incomplete documentation/information

 

Customers will be updated every 14 days. We will also strive to update customers every 20 working days if insurers receive large claims due to disaster/catastrophe.

 

We will offer settlement within 7 working days after we receive final adjuster’s report and/or full set of supportive documents.

 

 

Life and Health Claims

 

 

We will acknowledge receipt of claim within 2 working days

 

Agents will receive notification within 3 working days

 

Customers will be informed within 14 working days on incomplete documentation/information

 

Customers will be updated every 14 days. We will also strive to update customers every 20 working days if insurers receive large claims due to disaster/catastrophe.

 

Clean claims with complete claim documentations will be settled within 7 working days.

 

Customers will be updated on the progress/decision every 14 working days. In the event of a catastrophe/disaster, e.g. large number of claims may be received as such meeting timeline stipulated may not be possible, we will strive to update every 20 working days on the progress.


B. We will inform customer of the next level of escalation if the claims settlement/rejection is not to his/her satisfaction

1. If you are not satisfied with our claim decision, you may submit your appeal in writing to our Customer Service Department

Customer Service Center

Allianz Arena, Ground Floor, Block 2A, Plaza Sentral

Jalan Stesen Sentral 5, Kuala Lumpur Sentral

50470 Kuala Lumpur

 

2. We will inform customer of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction i.e. if the appeal is declined and you are not satisfied with the decision, you may write to Ombudsman for Financial Services within 6 months from the date of our claims decision at the following address:

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

Tel: +603 2272 2811

Fax: +603 2272 1577

Email: enquiry@ofs.org.my

Website: www.ofs.org.my