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, you are our priority. We believe our success depends on exceeding the expectations of our customers every time.

 

How may 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 that are 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 Accessible

 

  1. Our insurance products are made easily accessible via various channels, physically and virtually to obtain information, make purchases or perform 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.
  1. We will make insurance products easily accessible via various channels, physically and virtually to obtain information, make purchases or perform enquiries. You have access to the following:
  1. Live Chat: https://www.allianz.com.my
  2. Customer Portal: https://hub.allianz.com.my/customer
  3. Phone: 1 300 22 5542 available from 8.00 am to 8.00 pm, Mondays to Fridays.
  4. Social Media: https://www.facebook.com/AllianzMalaysia
  5. Email: customer.service@allianz.com.my

 

  1. We will actively seek feedback, suggestions or complaints on how we can serve you better.

 

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

a.Live Chat: https://www.allianz.com.my

b.Phone: 1 300 22 5542 available from 8.00 am to 8.00 pm, Mondays to Fridays.

c.Social Media: https://www.facebook.com/AllianzMalaysia

d.Email: customer.service@allianz.com.my

 

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

 

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

 

 

Pillar 2: Know Your Customer

 

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

 

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

 

  1. Training will be provided once a new product is launched and regular refresher courses shall be provided on existing products.
     
  2. In order to understand your profile adequately, we shall:
  • Listen attentively to you.
  • Acknowledge and properly understand your needs and preferences.
  • Ask for requisite information and documents to advise you 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 your needs and wants.

 

  1. Any options provided to you shall be explained and on an opt-in-basis e.g. riders as well as sharing/using your information for marketing and research purposes.

 

 

Pillar 3: Timely, Transparent & Efficient Services

 

  1. We will set clear responsibilities towards our customers and uphold it.

 

  1. We have a standard commitment on clear responsibilities which is a mandatory write up on our client charter that covers 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.

 

  1. We set a clear expectation on the time taken for various services and we will follow through and provide the requisite answer/updates to your queries/complaints promptly.

 

All Enquiries

Turnaround Time

Walk-in Counter/Branch

You will be served within 10 minutes on your arrival at our customer service center.

Enquiries that do not require follow-up will be resolved during your visit. Enquiries that require follow-up will be resolved within 3 working days. Complex enquiries will be responded within 5 working days.

Phone

Your phone calls will be answered within 30 seconds.

Enquiries that do not require follow-up will be resolved during your first call. Enquiries that require follow-up will be resolved within 3 working days from the date of your first call. Complex enquiries will be responded within 5 working days.
 

Email/Social Media

Your emails will be acknowledged within 24 hours.

Enquiries that do not require follow up will be resolved within 3 working days. For complex enquiries, emails will be responded within 5 working days from the date of receipt.

Letter/Fax

Enquiries will be replied within 3 working days from the date of receipt of non-complex enquiries. For complex enquiries, letters/faxes will be responded within 5 working days from the date of receipt.
 

 

  1. We will ensure efficient policy servicing and provide documentation in a timely manner.

 

  1. We will inform you 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 the consequences arising from any of these actions.

 

  1. You will be reminded in the renewal notice to inform us of any changes in the risk before the renewal. The standard operating procedures on dealings will be clearly complied with.

 

  1. We will ensure efficient policy servicing and provide relevant documentation in a timely manner.

 

Life and Health Insurance

 

Policy Servicing and Relevant Documentation

Turnaround Time

Policy Issuance

  1. Standard cases – within 5 minutes to 2  working days.

 

  1. Additional information required/pre-existing medical condition/complex cases – within 5 working days upon receipt of full documents.

Change of Policy Details (Endorsement)

  1. Policy changes (non-financial) – 2 working days upon receipt of complete documentation.

 

  1. Policy changes (financial, and including Reinstatement):
    • Standard cases – 5 working days upon receipt of complete documentation.
    • Non-standard cases – 10 working days upon receipt of complete documentation.

Cancellation/ Surrender of Policy

10 working days for standard cases upon receipt of full documents.

Issuance of medical/ hospitalisation card for individuals

Digital card will be made available within the same business day of policy issuance.

Physical card – 2 working days.

 

General Insurance

 

Policy Servicing and Relevant Documentation

Turnaround Time

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

  1. Motor:
  • E-cover note by digital platforms – Immediately.
  • Non-digital platforms – within 5 working days.

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

 

  1. Non-motor:
  • Procurement via digital platforms – Immediately.
  • Non-digital platforms – within 10 working days, subject to full documentation and information as well as depending on the complexity.

 

(applicable for individuals only, not applicable to group)

Change of Policy Details/ Reissuance Upon Lapse/ Endorsement

  1. Motor – within 3 working days.
  2. Non-motor – within 5 working days.

(upon acceptance in the policy system)

Renewal Notice Issuance

30 calendar days before expiry of existing policy.

Cancellation/ Surrender of Policy (including refund of premium)

  1. Motor – within 5 working days.
  2. Non-motor- within 7 working days.

 

We endeavor to meet our commitment on the turnaround time but in any instance where we cannot fulfill them, we will inform you accordingly.

 

  1. 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.

 

  1. 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).

 

  1. 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.

 

  1. Free Look Period* and our right to accept or reject applications.

* For Life policies only. The Free Look Period starts from the date you receive the Policy Contract of your new policy. If you decide to cancel your new policy, you have 15 days from the date you first received the Policy Contract to do so. Please write to the company to confirm your intention to cancel the new policy.

 

  1. Data Privacy:-

Allianz is committed to keeping your personal information confidential and secure. We will process your personal information in accordance with the Code of Practice on Personal Data Protection for the Insurance and Takaful Industries in Malaysia. We are also governed by our internal Allianz Privacy Standard that applies to the Allianz group of companies. Please refer to our Privacy Statement on our website: www.allianz.com.my for more information.

 

  1. We will ensure consistent and thorough complaints handling.

 

  1. You can submit a formal complaint via the following channels:
  1. Live Chat: https://www.allianz.com.my
  2. Phone: 1 300 22 5542 available from 8.00 am to 8.00 pm, Mondays to Fridays.
  3. Social Media: https://www.facebook.com/AllianzMalaysia
  4. Email: customer.service@allianz.com.my

 

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:

 

Head of Customer Advocacy

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

Jalan Stesen Sentral 5, Kuala Lumpur Sentral

50470 Kuala Lumpur

 

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

 

  1. 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.

 

  1. 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.

 

  1. We will keep complainants updated if we are unable to address the issues within the stipulated timeframe.

 

You may submit your complaint to the Ombudsman for Financial Services (OFS) if you are not satisfied with our final response or decision, in the event your complaint is within the scope of the OFS as well as the following monetary thresholds:

  • Insurance claims not exceeding RM250,000.00; and
  • Motor third party property damage claims not exceeding RM10,000.00.


Note: For more information on Ombudsman for Financial Services (OFS), please visit www.ofs.org.my.  

 

If your complaint does not fall within the purview of the OFS, you may refer your complaint to
Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:

 

Write to (BNMTELELINK):      Walk-in (BNMLINK):               Phone: 1 300 88 5465

Pengarah                               Ground Floor, Block D            Fax: +603 2174 1515

LINK & Pejabat BNM              Bank Negara Malaysia           Email: bnmtelelink@bnm.gov.my

Bank Negara Malaysia           Jalan Dato' Onn                      Website: www.bnm.gov.my

P.O. Box 10922                      50480 Kuala Lumpur

50929 Kuala Lumpur

 

You may check with our Customer Feedback Center on the types of complaints handled by the OFS or BNM before submitting your complaint. For life insurance related complaints, please email complaint.unit@allianz.com.myFor general insurance related complaints, please email complaints.feedback@allianz.com.my.

 

 

Pillar 4: Fair, Timely and Transparent Claims Settlement Process

 

  1. 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.

 

  1. In the event of a catastrophe/disaster, large number of claims may be received. As such, meeting timelines stipulated may not be possible and we will strive to update you every 20 working days on the progress.

 

  1. Below is the timeline taken to process claims:

 

Types of Claims

Turnaround Time 

Motor Claims

 

 

We will acknowledge receipt of a claim within 24 hours.

All claims notifications must reach us within 7 working days from the date of loss, except for crime related claims which should be notified within 24 hours from the time of loss.

If documentation/information is incomplete, customers shall be informed within 3 working days from acknowledgement of the claim by the Claims department.

An adjuster will be appointed within 24 hours from claim registration.

We will approve claims within 3 working days upon receipt of the complete Adjuster’s report (where necessary) and claims documentation.

Customers will be updated on the progress/decision every 14 working days extending to once a month for older outstanding claims.

We shall make an offer for stolen vehicles within 60 working days from the claim notification date upon receipt of complete claims documentation.

We will issue payment within 3 working days upon receipt of acceptance.

Non-Motor Claims

We will acknowledge receipt of a claim within 24 hours.

All claim notifications must reach us as soon as possible, except for crime related claims which should be notified within 24 hours from time of loss.

Customers will be informed within 3 working days on incomplete documentation/information.

Customers will be updated every 14 days extending to once a month for older outstanding claims.

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

Life Claims

We will acknowledge receipt of a claim within 3 working days.

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

Standard Personal Accident claims with complete claims documentation will be settled within 7 working days.

Non-standard Death, Total Permanent Disability and/or Critical Illness Claims with complete claim documentations will be settled within 10 working days.

Medical Reimbursement Claims

We will acknowledge receipt of a claim within 2 working days.

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

Standard claims with complete claims documentation will be settled within 7 working days.

In the event of a catastrophe or 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.

 

B. We will inform you of the next level of escalation if the claims settlement/rejection is not to your satisfaction.

 

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

 

Head of Customer Advocacy

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

Jalan Stesen Sentral 5, Kuala Lumpur Sentral

50470 Kuala Lumpur

Email: customer.service@allianz.com.my

 

  1. We will inform you of the next level of escalation if the claims settlement/rejection is not to your 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.

 

You may refer to the Ombudsman for Financial Services (OFS) if you are not satisfied with our final response or decision and the matter is within the scope of the OFS as well as the following monetary thresholds:

  • Insurance claims not exceeding RM250,000.00; and
  • Motor third party property damage claims not exceeding RM10,000.00.

 

The OFS can be contacted at the following address:

Ombudsman for Financial Services                                       Phone: +603 2272 2811

(Formerly known as Financial Mediation Bureau)                   Fax: +603 2272 1577

Level 14, Main Block, Menara Takaful Malaysia                     Email: enquiry@ofs.org.my

No 4, Jalan Sultan Sulaiman                                                  Website: www.ofs.org.my

50000 Kuala Lumpur

 

If the said matter does not fall within the purview of the OFS, you may refer to
Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:

 

Write to (BNMTELELINK):      Walk-in (BNMLINK):                Phone: 1 300 88 5465

Pengarah                               Ground Floor, Block D           Fax: +603 2174 1515

LINK & Pejabat BNM              Bank Negara Malaysia            Email: bnmtelelink@bnm.gov.my

Bank Negara Malaysia           Jalan Dato' Onn                       Website: www.bnm.gov.my

P.O. Box 10922                      50480 Kuala Lumpur

50929 Kuala Lumpur

 

You may check with our Customer Feedback Center on the types of complaints handled by the OFS or BNM before submitting your complaint. For life insurance related complaints, please email complaint.unit@allianz.com.myFor general insurance related complaints, please email complaints.feedback@allianz.com.my.

 

 

Allianz Life Insurance Malaysia Berhad (104248-X)

Allianz General Insurance Company (Malaysia) Berhad (735426-V)

 

Treat Customers Fairly Charter

 

The Chairman, The Board and Senior Management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

 

To protect the interests and financial well-being of our customers:

 

  1. We commit to embed fair dealing into our institution’s corporate culture and core values
  1. We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;
  2. We will train all staff attending to customers to provide quality advice and recommendation;
  3. We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

 

  1. We commit to ensure that customers are provided with fair terms
  1. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
  2. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language;
  3. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

 

  1. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products
  1. We will provide customers with relevant and timely information in a product disclosure sheet;
  2. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
  3. We will ensure critical terms are brought to customers’ attention and explained to the customers.

 

  1. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers
  1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
  2. We will avoid or clearly disclose actual or potential conflicts of interest;
  3. We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.