Life Protection
Protect yourself and your loved ones from life's uncertainties with AIA's life insurance and takaful plans.
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{{label}}For more than 70 years, AIA has helped generations of families in Malaysia to plan, protect and prepare for life. Our experience has allowed us to help millions of people achieve their dreams, and to be there for them in challenging times.
In a constantly changing world, people need a partner who understands and supports them through life’s challenges and opportunities, and it is our commitment to help our customers and their families live Healthier, Longer, Better Lives with the right solutions from our wide range of conventional and *Islamic products and services under AIA Bhd., AIA PUBLIC Takaful Bhd. and AIA General Berhad.
We are committed to serving the needs of all our customers under one roof, guided by our Charter that is outlined based on the fours pillars of service standards and our commitment of Treating Customers Fairly. If we have not met your expectations in any way, please let us know as we genuinely want to resolve any issue that you may have with our products or services. If we have done well, we would like to hear from you too.To contact us, please click here.
*Note: Through our family Takaful unit, AIA PUBLIC Takaful Bhd. we offer the right Shariah solutions to meet the different life stages of our customers. Our team of qualified professionals ensure that the guidance and advice received from the Shariah Committee is implemented in letter and spirit, with proper structures and processes in place to ensure that Shariah requirements are reviewed periodically.
Offer an active engagement model wherein our customers are aware of:
Understand a customer’s profile adequately to:
Deliver a seamless service wherein our customers are aware of:
Deliver a seamless claims processing and settlement experience wherein our customers are aware of:
A. Our insurance and takaful products are easily accessible to customers via various channels, physically and virtually for obtaining information, making purchases or enquiries
B. We actively seek feedback, suggestions or complaints on how we can serve you better.
We conduct customer satisfaction feedback/surveys periodically to ensure that your needs and expectations are met.
A. We strive to help you find the right product that suits your needs
A. We set clear responsibilities to you as our customer, and uphold it.
We have a standard commitment on clear responsibilities which is written in our Customer Charter and it covers the following guiding principles:
B. We set clear expectation on time taken for various services
To allow our customers to have a clear expectation on time taken for various services:-
Information on turnaround time on delivery of services is made available in the Customer Charter through various channels (head office / branches / call center / website).
Serve Walk-in Customer Promptly:
Customer Waiting Time: Within 10 minutes.
C. We ensure efficient policy/certificate servicing and provide relevant documentation in a timely manner.
Target Service Levels | Life and Health including Takaful | General insurance |
---|---|---|
Issuance of Policy/Certificate for New and Existing Customer |
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Motor
Non Motor
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Non-financial related Changes to Policy/Certificate |
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Financial-related Changes to Policy/Certificate |
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Reinstatement of Policy/Certificate |
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|
Issuance of Renewal Notice for Policy/Certificate with Guaranteed Renewal |
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N/A |
Issuance of Renewal Notice for Policy/Certificate/Term Rider Eligible for Renewal |
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Cancellation/Surrender of Policy/Certificate with Refund of Premium/Contribution |
|
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Issuance of Medical/Hospitalisation Card for Individual Policyholders |
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N/A |
Note: The timelines above do not take into account the onboarding process/introduction that we have for our products and services, and are subject to circumstances where the policy/certificate is accepted/approved by us and/or full payment of premium/contribution is made and/or complete documents are submitted.
D. We are open and transparent in our dealings
You will have easy access to the following information which is made available through various channels of communication such as branches / brochures / call center / website:
AIA Bhd. and AIA PUBLIC Takaful Bhd. are 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 centers 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 undertaking a detailed investigation on the matter. We will work closely with the relevant authorities to ensure that justice is served and will implement measures to recover as well as to minimise losses.
E. We follow through and provide answers / updates to your queries and complaints promptly
Note: Where an enquiry is complex, we will provide a reasonable timeframe and keep you updated.
F. We ensure consistent and thorough handling of complaints
Ombudsman of Financial Services
Chief Executive Officer
Ombudsman for Financial Services (664393P)
14th Floor, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: +603-2272 2811
Email: enquiry@ofs.org.my
Click here for more details on how to lodge a dispute with OFS
Bank Negara Malaysia
Pengarah
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Tel: 1-300-88-5465 (Overseas: +603-2174 1717)
Fax: +603-2174 1515
E-mail: bnmtelelink@bnm.gov.my
A. We set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.
B. We provide information to you on the next level of escalation if the claims settlement or rejection is not to your satisfaction
1. We commit to embed fair dealing into our institution’s corporate culture and core values
2. We commit to ensure that customers are provided with fair terms
3. We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products
4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers
The Customer Charter outlines our service standards to efficiently serve the needs of our customers for AIA Bhd., AIA PUBLIC Takaful Bhd. and AIA General Berhad, all under one roof.
We are committed to delivering timely, transparent and efficient service for our customers. The expected turnaround time for various requests are described under Pillar 3 of our Customer Charter.
We provide various channels for customers to reach out to us regarding our life/general insurance or Takaful products and services, through phone, email/fax/post or our branches. For more details, please click on Contact Us.