Customer Service Charter

We will make insurance products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.

We offer an active engagement model wherein a customer is aware of:

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

Reinforce that insurance is easily accessible via various channels, physically and virtually.
	Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.
	Customers have access to the following: An insurance agent locator. List of customer engagement channels, i.e. corporate website, self-service portal and contact centre.
	Note: Channel availability may vary from time to time, and customers will be informed accordingly.

Customers are provided with available channels to provide feedback and suggestions via:

Emergency Roadside Assistance Hotline: 1 800 88 5005 Customer Service Hotline: 1 300 888 990 Fax: +603 2268 2222

Letter Liberty Insurance Tower, CT9, Pavilion Damansara Heights, 3, Jalan Damanlela, Pusat Bandar Damansara, 50490 Kuala Lumpur

Corporate Website and Self Service Portal www.libertyinsurance.com.my

Email customer@libertyinsurance.com.my

Note: The Insurer will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.

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

Knowledgeable and ethical staff, agents and partners are available to serve customers.

Training Ensure employees and intermediaries are properly trained on products and services offered. Training must be provided any time a new product is launched and regular refresher courses are provided on existing products.

Understanding Customer Needs In order to understand customers’ needs adequately, staff, agents and partners shall ensure they: Listen attentively to the customers. Acknowledge and properly understand the customers’ needs and preferences. Ask for requisite information and documents to assist customers in accordance with the Industry’s Code of Practice on Personal Data Protection Act 2010. Offer options on suitable products and services that meet our customers’ needs.

Any additional product and service options provided to customers shall be made clear and on an "opt-in-basis", e.g. riders, sharing or 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 / takaful operators shall operate accordingly.

We will set clear responsibilities towards customers and uphold it.

	Delivery of Services Information on turnaround time on delivery of services must be made available in the Client Charter through various channels (head offices / branches / brochures / call center / website)
	Standard to be adopted: Serve walk-in customers promptly Customer waiting time: within 10 minutes
	Customers shall be informed of each step and documentation required to amend, 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.
	Customers are reminded in the renewal notice to inform the insurance company of any changes in the risk prior to renewal.
	The standard operating procedure when dealing with customers must be clearly complied with.

Motor

• E-policy - Immediate
• Manual - 5 working days *(with the exception of new vehicles to be registered with JPJ)

Non-Motor

• Within 10 working days *(applicable for individuals only, not applicable to group)

Change of Policy Details, Reissuance Upon Lapse or Endorsement (upon acceptance in the policy system)

• Motor - within 3 working days
• Non-Motor - within 5 working days

Renewal Notice Issuance

• 30 calendar days before expiry of existing policy

Cancellation or Surrendering of Policy (including refund of premium)

• Motor - within 5 working days
• Non-Motor - within 7 working days

The following information shall be easily accessible and made available through the various channels of communication such as branches, brochures, call center and 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 and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (life & family takaful) & insurers / takaful operators’ right to reject or accept applications.
	All the above information shall be explained and stated using simple words in an easy to understand manner

Voice	Email	Letter/Fax	Walk In Centre
Where no follow-up is required, with a First Call Resolution Where follow-up is required, within 3 working days from the date of the first call	Standard enquiry, within 3 working days Complex enquiry, within 14 working days	Standard enquiry, within 3 working days Complex enquiry, within 14 working days	Where no follow-up is required, with a first touch point resolution Where follow-up is required, within 5 working days

Note: Where enquiry is complex, insurers / takaful operators will provide a reasonable timeframe and keep the customer updated accordingly.

1. Customers shall be informed of the various options for submitting a complaint through available channels.
2. A verification process has to be performed on the policyholders and participants.
3. Communicate clearly on the issue and gather adequate information for resolution.
4. Address the issue in an equitable, objective and timely manner by keeping customers informed within 14 working days from the date of receipt of the complaint.
5. 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.
6. Keep the complainant updated if unable to address issues within the stipulated timeframe.
7. Refer the complainant to the next level of escalation if the resolutions are not to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, BNMLINK and Financial Ombudsman Scheme must be clearly provided.

Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers / takaful operators shall operate accordingly.

We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.

1. To set a clear timeline for the claims settlement process and strive to settle claims within the prescribed timeline and in a transparent manner by adopting the following procedures:-

• Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
• This information shall be made available through various channels (i.e. branches, brochures, call center, media and website).

2. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of the claims notification.
3. All claims notification through agents must reach us within 3 working days, except for crime related claims which should be notified within 24 hours from the time of loss.
4. If documentation or information is incomplete, customers shall be informed within 14 working days from the acknowledgement of the claim by the Claims Department.
5. To 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 or decision every 14 working days.
7. 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, the insurers or takaful operators will strive to update every 20 working days on the progress.

Note: Claims settlement and timeline for general insurance business is governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices and general insurers / takaful operators shall operate accordingly.

To keep the customer informed of the next level of escalation if the claims settlement or repudiation is not to his or her satisfaction.

1. Customers shall be provided with available channels to appeal on a decision or raise disputes (i.e. branch, brochures, call center and website).
2. Any letter of rejection or repudiation of any element of a claim and dispute on quantum which is within the purview of the Ombudsman For Financial Services must contain the following statement prominently:- Any person who is not satisfied with the decision of the Insurer or Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Ombudsman For Financial Services scheme, entitle: “Resolution of Financial Disputes.”

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