Service Charters

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.

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:

• An insurance agent locator
• Branch
  
• Contact Center:
  - Customer portal
  - Customer service 1-300-22-5542 (available from 9:00 am to 6:00 pm, Mondays to Fridays, excluding Public Holidays)
  - Social media - Facebook
  - Email customer.service@allianz.com.my

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

• An insurance agent locator
• Branch
• Contact Center:
  - Customer service 1-300-22-5542 (available from 9:00 am to 6:00 pm, Mondays to Fridays, excluding Public Holidays)
  - Social media - Facebook
  - 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

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

• Knowledgeable and ethical staffs are available to serve customers.
• We ensure our employees and intermediaries are properly trained on products and services offered.
• Training will be provided once a new product is launched and regular refresher courses shall be provided on existing products.
• 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.

• 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.

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.
  

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

Life and Health Insurance

General Insurance

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:

• 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.
  
• 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).
• 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.

• 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.

• 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 for more information.

You can submit a formal complaint via the following channels:

• Branch
• Contact Center:
  - Customer service 1-300-22-5542 (available from 9:00 am to 6:00 pm, Mondays to Fridays, excluding Public Holidays)
  - Social media - Facebook
  - 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

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

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.

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.

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):
Pengarah
LINK & Pejabat BNM
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Walk-in (BNMLINK):
Ground Floor, Block D
Bank Negara Malaysia
Jalan Dato' Onn
50480 Kuala Lumpur

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

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
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block, Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman
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):
Pengarah
LINK & Pejabat BNM
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

Walk-in (BNMLINK):
Ground Floor, Block D
Bank Negara Malaysia
Jalan Dato' Onn
50480 Kuala Lumpur

• 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.
• We will train all staff attending to customers to provide quality advice and recommendation.
• We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

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

• We will provide customers with relevant and timely information in a product disclosure sheet.
• We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner.
• We will ensure critical terms are brought to customers’ attention and explained to the customers.

• We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims.
• We will avoid or clearly disclose actual or potential conflicts of interest.
• We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.