CLIENT CHARTER

INTRODUCTION

AIA Takaful International Bhd. (ATIB) is committed to provide services in a professional, innovative, effective and ethical manner to existing and potential customers by:

• Responding to all customer enquiries in a prompt and courteous manner
• Offering value added international Shariah compliant products and services that are innovative to suit various needs
• Disseminating accurate and up to-date information
• Assisting customers with the highest degree of care and understanding of customers requirements

1. SHARIAH COMPLIANCE

ATIB considers Shariah compliance of its business operations as its most important and strategic priority. We employ a team of qualified professionals to ensure that the guidance and advice received from Shariah Committee is implemented in letter and spirit. Proper structure and processes are in place to review the Shariah compliance requirement periodically.

2. EASY TO REACH

ATIB main objective is to provide credible, reliable, responsive and quality services to our customers at all times. We believe that your comfort and satisfaction is of paramount importance to us and for these purposes, we are responsive and at all times welcome your suggestions and comments in respect of the same.

We will endeavor to use all practicable methods in providing you with reliable and high-quality services, which include constant review and evaluation of processes, using high-end hardware, equipment and software for our support system, engaging qualified and trained personnel that our service quality control standards are met.

ATIB is driven by excellence in customer service. Therefore, we welcome and encourage your enquiries, feedback and concerns as opportunities to understand your needs better. We shall therefore promptly respond to all your communications with us.

You can contact us through these channels:

• Visit any of 23 Service Centers / Branch Offices managed by AIA Bhd
• Call us at toll free number 1800-88-1766 or 03-20563688
• Write to us at: Customer Relations Unit
                          Customer Care Centre
                          Level 7, Menara AIA
                          99, Jalan Ampang
                          50450 Kuala Lumpur
  
• e-mail us at my.atib@aia.com or my.customer@aia.com

3. TRANSPARENCY

ATIB is committed to ensure that our descriptions and details of products and services offered by us shall not be misleading or false. We shall also ensure, to the best of our ability that any and all representations, statements and assurances, which are made or provided by us, are at all times credible, accurate and true.

4. OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS

Our complaints handling process is based on the following principles:-

• Acceptance – we recognize that we may not have met your expectations and will accept all complaints.
• Ownership – we are responsible for resolving your complaint. If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
• Collection of information – we will confirm the details of your complaint and clarify if we are unsure.
• Treatment – we will ensure that you and your complaint are treated fairly.
• Commitment – we will follow-through on what we commit to doing.
• Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 days. For complaints which may take more time to resolve, we will keep you informed and update you of the progress and status of your case until it is resolved.
• Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

4.1 Details of your Enquiries / Complaints

In order to resolve your complaint, it is important that you give us as much information as possible when you contact us, such as:

• Certificate Information – your name and certificate number
• Contact Details – your mobile phone number, house number or any other preferred method of contact. If you wish to be called only during certain hours, please let us know
• Complaint Information – your complaint and chronological of the event. If you have evidence to support your complaint, please provide us as well.

Upon receiving sufficient information, we are committed to investigate your complaint and work towards a solution.

If you feel that your complaints are resolved unfairly, we shall advise you on the alternative dispute resolution avenue.

4.2 Recording of Complaints

All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

5. CUSTOMER SERVICE

ATIB welcome and encourage your enquiries, feedback and concerns as opportunities to understand your needs better. We shall therefore promptly respond to all your communications with us.

We strive to provide timely responses to all interactions with us.

5.1 Walk-in Customers at our Service Center / Branch Office

• Customers will be served within 15 minutes.

5.2 Enquiries or Complaints via Phone

• Responses to our automated voice response enquiries are instant
• Calls are answered within 20 seconds.
• Simple and straight forward enquiries are resolved and responded on the spot.
• Complex cases which require follow up or further review will be responded within 5 working days.

5.3 Enquiries or Complaints via e-mail and correspondence

• An acknowledge receipt of the enquiry will be sent to the sender within 2 days upon receipt of the email.
• Email responses would be given within 5 working days from the date of receipt for simple enquiries. For complex enquiries, we shall respond within 14 days unless further extension time is required.
• Correspondence would be replied within 5 working days from the date of receipt for simple enquiries. For complex enquiries, we shall respond within 14 days unless further extension time is required.
• For cases which cannot be resolved within 14 days, you will be informed of the progress and update regularly until the enquiries are resolved and replied.

5.4 Customer Relations Unit

• An acknowledgement letter of receipt of your complaint will be sent to you within 2 working days.
• For simple and straight forward complaint, it is expected to resolve and respond to you within 14 days.
• For complex complaint, additional time is required for review, follow up and detail investigation.
• For complaints which cannot be resolved within 14 days, you will be informed of the progress and update regularly until the complaint is resolved and replied.

6. DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS

We will endeavor to settle your claims promptly based on your entitlement. If you are not satisfied with our claim decision, you may appeal in writing to our Customer Relations Unit, Customer Care Centre, Menara AIA, 99, Jalan Ampang, 50450 Kuala Lumpur for review.

If your appeal is declined and you are unsatisfied with the decision, you may refer and write to the Financial Mediation Bureau within 6 months from the date of our claim decision:

Financial Mediation Bureau
Tingkat 25, Block Utama, Dataran Kewangan Darul Takaful
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Telephone: 03- 2272 2811
Fax: 03- 2274 5752

7. ANTI-FRAUD STATEMENT

ATIB is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres 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 will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

8. KEY POINTS TO REMEMBER

Some key points worth noting pertaining to your certificate.

8.1 Free Look Period

• You have the right to cancel the Certificate by giving written notice to us and obtain a refund of any contribution(s) paid less any market adjustment and expenses which may have been incurred for any medical examination.
• Such notice must be signed by You and received directly by us within 15 days after You receive the Certificate.

8.2 Terminating Your Certificate to Purchase a New Certificate

You would be at disadvantage position if you decided to lapse or surrender an existing certificate in order to replace with another certificate (by the same or a different Operator). Some of the reason as below:

• The new certificate’s Tabarru charge is usually higher as it’s based on the current age.
• You may deny coverage if there are changes in your health condition.
• In most medical and critical illness contract, the waiting period (the duration when no claim is payable) restart from the new certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your protection coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing certificate.

8.3 Contribution Payment

As the contribution is in USD, kindly contact your servicing agent or call us at toll free number 1800-88-1766 or 03-20563688 for further assistance on the payment method.

8.4 Your Personal Information

ATIB highly respects every customer’s right to privacy and security of personal information, as well as financial transactions handled by us. We employ the tightest possible measures and policies in our operations for the protection of your private data.

• Your personal information will only be used by ATIB and/or American International Assurance Bhd’s (ATIB is wholly owned by American International Assurance Bhd) authorized personnel in the course of processing and administering your certificate.
• Your data will never be shared with any another party unless authorized by you.

For more details, please refer to our website www.aia.com.my/en/internationaltakaful/