Customer service charter

For the past 70 years, AIA has helped 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 harder times.

We know that real life never stops changing, and that people need a partner who understands and supports them through life’s challenges and opportunities. We are committed to genuinely engaging with our customers, and providing them and their families with the right solutions in a constantly changing world. 

Through our family Takaful unit, AIA PUBLIC Takaful Bhd. we offer the right Shariah solutions to meet the different life stage needs 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. Proper structures and processes are in place to ensure that the Shariah requirements are reviewed periodically.

We believe that you are entitled to efficient, honest and fair treatment in all your dealings with us.

We want to know how we can improve our service and thus we welcome your feedback. We genuinely want to resolve any problem you may have with your policy. If we have not met your expectations, please let us know. If we have exceeded your expectations, we would be glad to hear it too.

Our Customer Service Charter is outlined based on the 4 pillars as below:

1. Insurance / Takaful Made Accessible
2. Know Your Customer
3. Timely, Transparent & Efficient Service
4. Fair, Timely & Transparent Claims Settlement Process

Pillar 1: INSURANCE / TAKAFUL MADE ACCESSIBLE

A.  Our insurance and takaful products are easily accessible to customers via various channels, physically and virtually for obtaining information, making purchases or enquiries

1.  We offer an active engagement model where you will be made aware of: 

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

2. We keep you informed of the physical and engagement channels available to you to purchase products or make enquiries. Specifically, we give you easy access to the following:

• An insurance / takaful agent locator.
• A list of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.

3. We will inform you of the channel availability which may vary from time to time.

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

1. The following channels are available to you to provide feedback and suggestions:

• Visit our corporate website at www.aia.com.my and submit via Contact us Form.
• Log in to our customer web portal, https://www.aia.com.my/en/my-aia/myaia-login.html, and submit via Contact Us Form.  
• Call our AIA Care Line at 1300 88 1899 / AIA PUBLIC Care Line at 1300 88 8922.
• Visit any of our Service Centres nationwide (click here for AIA Branch Locator)
• Email AIA at my.customer@aia.com/ AIA PUBLIC at my.customer@aiapublic.com.my
• Write to us at 

Customer Care
Menara AIA,
99 Jalan Ampang,
50450 Kuala Lumpur,
P.O. Box 10140,
50704 Kuala Lumpur.
Fax: AIA - 03 2056 2291 / AIA PUBLIC – 03 2056 3690

• AIA Malaysia Facebook

2.  We conduct customer satisfaction feedback/surveys periodically to ensure that your needs and expectations are met. 

Pillar 2: KNOW OUR CUSTOMER

A.  We strive to help you find the right product that suits your needs

1. We ensure that knowledgeable and ethical staff and agents are available to serve you.

2. Training

• We ensure that our employees and intermediaries are properly trained on products and services offered.
• Trainings are provided any time a new product is launched. We also run refresher courses on existing products regularly.

3. In order to understand your profile and needs adequately, we:-

• Listen to you attentively.
• 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 Act 2010.
• Offer options of suitable products and services to meet your needs and wants.

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

Pillar 3: TIMELY, TRANSPARENT AND EFFICIENT SERVICE

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 Service Charter and it covers the following guiding principles:

1. A clear and concise objective of the Charter.
2. Mission.
3. Values that we provide to you, such as fairness, transparency, integrity, ethics, professionalism, timeliness.
4. Efficient/effective communication channels.

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:-

1. Delivery of Services:-

Information on turnaround time on delivery of services is made available in the Customer Service Charter through various channels (head office / branches / call center / website). 

2. Standards to be adopted:-

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.

1. We will inform you of each step and documentation required to alter, renew, surrender or cancel a policy/certificate, e.g. what happens when there are changes to the policy/certificate, notice on renewal, etc. as well as the consequences arising from any of these actions.
2. We will remind you to inform us of any changes in the risk before renewal, via the renewal notice we issue to you.
3. We comply with the standard operating procedure that has been set in all our dealings with you.

D.  We ensure efficient policy/certificate servicing and provide relevant documentation in a timely manner – Life and Health including Takaful

1. Policy/Certificate Turnaround Time (from receipt of  full documentation, information and payment of premium/contribution):

a. Policy/Certificate Issuance (upon acceptance in the policy system)

For New and Existing Customer:

i) Standard cases – within 5 working days

ii) Additional information required / pre-existing medical condition / complex cases – within 10 working days

b. Change of policy/certificate details (endorsement):

i) Policy/Certificate Changes (Non-financial): within 3 working days

ii) Policy/Certificate Changes (Financial):

• Standard cases – within 5 working days

• Additional information required / pre-existing medical condition / complex cases – within 10 working days

c. Reinstatement: within 10 working days (with payment and complete documentation.)

2. Renewal notice issuance:

a. For policy/certificate with guaranteed renewal, we aim to issue premium/contribution due notification not less than 30 calendar days before the next premium/contribution due date.

b. We aim to issue the notification of Revised Premium/Contribution to basic term policy/ certificate / term rider that is eligible for renewal not less than 30 calendar days before the expiry of existing policy/ certificate / rider.

3. Cancellation/surrendering of policy/certificate:

We aim to complete the process within 10 working days upon receipt of full documents. This also includes the processing of refund premium/contribution.

4. We aim to issue medical / hospitalization card for individuals within the same business day of policy/certificate issuance.

Note: The timelines above do not take into account the onboarding process/introduction that we have for our products and services.

E.  We ensure efficient policy servicing and provide relevant documentation in a timely manner - General

1. Policy Issuance (upon acceptance in the policy system)

New and Existing Customer

i) Motor

• We will issue e-policies immediately
• For manual applications, we aim to issue policies within 5 working days (with the exception of new vehicles that must be registered with JPJ)

ii)  Non-Motor

• We aim to issue policies within 10 working days (applicable for individuals only, not group)

2. Change of policy details / reissuance upon lapse / endorsement (upon acceptance in the policy system):

i) Motor 

• We aim to complete the change of details within 3 working days

ii) Non-Motor 

• We aim to complete the change request within 5 working days

3. We aim to issue renewal notice within 30 calendar days before the expiry of existing policy.

4. Cancellation / surrendering of policy (including refund of premium).

i)Motor

• We aim to complete the process within 5 working days

ii)Non-Motor 

• We aim to complete the process within 7 working days

Note:  The timelines above do not take into account the onboarding process/introduction that we have for our products and services.

F.   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:

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.
2. Fees, charges (other than premiums), and interest (if any) as well as obligations in the use of a product or service
   
3. Free Look Period

• The free look period starts from the date you receive your new policy/certificate document.
• If you decide to cancel your policy/certificate, you have 15 days from the date you first received the policy/certificate document to do so. Please write to the company to confirm your intention to cancel the policy/certificate.

4. Terminating Your Policy/Certificate To Purchase A New Policy/Certificate

• You tend to lose out when you lapse or surrender an existing policy/certificate, even if it is to replace it with another (by the same or a different insurer) because of the following reasons:
• The new policy/certificate usually comes with a higher premium/contribution because it is based on your current age.
• You may need to pay an extra premium/contribution or may even be denied coverage if there are changes to your health profile.
• In most medical and critical illness policies/certificates, the waiting period (the duration when no claim is payable) resumes from the policy/certificate issue date or reinstatement date, whichever is later.
• Instead of replacing your policy/certificate, we advise you to review your coverage so that it meets your financial and protection needs. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing policy/certificate.

5. Premium Payment

• For your convenience, we recommend that you sign up for electronic payment facilities that are currently available.
• You may also make payment by cash at any of our service centers nationwide. This option is available for premium/contribution payments made annually, semi-annually and quarterly.
• If you make payment through your AIA Life Planner, you should insist on an official receipt issued by the Company. Please contact us if you do not receive the official receipt within 10 working days from the payment date.

6. Your Personal Information

• We are committed to upholding the security and confidentiality of your personal information provided to us.
• Your personal information will only be used by AIA Bhd. and AIA PUBLIC Takaful Bhd.’s authorised personnel in the course of processing and administering your insurance policy.
• Your data will never be shared with another party that is not authorised by AIA Bhd. and AIA PUBLIC Takaful Bhd. to process or administer your policy.

7. Comprehensiveness and Transparency in Product Information

• We are also committed at all times to ensuring that all information and disclosure of our products and services are fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our products and services.

8. Anti-Fraud Statement

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.

G.   We follow through and provide answers / updates to your queries and complaints promptly

1. Phone

• Where no follow up is required, we will attempt to resolve the matter during the first call.
• Where follow up is required, we will do so within 3 working days from the date of the first call.

2.Written (Email, fax and letter)

For Email:

• We will attempt to provide acknowledgement response within 1 calendar day.
• We will include the expected timeline and any other relevant information in our response to you.
• We will respond within 3 working days from the date of receipt for non-complex enquiries.

For Letter or Fax

• We will respond within 3 working days from the date of receipt for non-complex enquiries.

3.  Counter/Branches

• Where no follow up is required, we will attempt to provide first contact resolution immediately.
• Where follow-up is required, we will do so within 5 working days from the date of the first visit.

Note: Where an enquiry is complex, we will provide a reasonable timeframe and keep you updated.

H.   We ensure consistent and thorough complaints handling

1. You shall be informed of the various options for submitting a complaint through available channels. To do so you may:

• Visit our corporate website at www.aia.com.my and submit via Contact us Form.
• Log in to our customer web portal, https://www.aia.com.my/en/my-aia/myaia-login.html, and submit via Contact Us Form.  
• Call our AIA Care Line at 1300 88 1899 / AIA PUBLIC Care Line at 1300 88 8922.
• Visit any of our Service Centres nationwide (click here for AIA branch locator)
• Email AIA at my.customer@aia.com / AIA PUBLIC at my.customer@aiapublic.com.my
• Write to us at 

Customer Care
Menara AIA,
99 Jalan Ampang,
50450 Kuala Lumpur,
P.O. Box 10140,
50704 Kuala Lumpur.
Fax: AIA - 03 2056 2291 / AIA PUBLIC – 03 2056 3690

2. We will conduct a verification process when we communicate with you.

3. We will communicate clearly on the issue and gather adequate information so that an informed resolution can be made.

4. We will address the issue in an equitable, objective and timely manner by informing you of our decision no later than 14 calendar days from the date of the receipt of the complaint.

5. If the case is complicated or requires further investigation, we will inform you accordingly and provide updates every 14 calendar days. If it is not resolved, we will provide updates within another 14 calendar days. Thereafter, after every 30 calendar days.

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

7. If you feel that your dispute has not been resolved fairly, you have the option of referring the matter to the Ombudsman of Financial Services (OFS), subject to the scope of OFS which is available at www.ofs.org.my, or to Bank Negara Malaysia (BNM), within 6 months of receiving our decision:

Ombudsman of Financial Services

www.ofs.org.my

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

Pillar 4: FAIR, TIMELY AND TRANSPARENT CLAIMS SETTLEMENT PROCESS

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

1. We will inform you of the estimated time taken for claims settlement process and the expected service standard through various channels (i.e. branches / call center / website / email).

2. We will inform you of the acknowledgment of your claim within 7 working days from the receipt of claims submission.

3. We will ensure that our agents forward all claims submitted through them to 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/information is incomplete, we will inform you within 14 working days from the acknowledgement of the claims.

5. We will advise you on the key claims procedures including the appointment of adjuster, claims assessment etc, and also the assigned timelines.

6. We will update you on the progress of the claim every 14 working days. We will inform you of the decision once it is finalised.

7. In the event of a catastrophe / disaster we may receive a large number of claims, as such, meeting the timelines stipulated may not be possible.  We will aim to provide updates every 20 working days.

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 will provide you with available channels for you to appeal on a decision or for you to raise disputes (i.e. branches / call center / website / email).

2. The statement below will be stated clearly on the decision letter to you if the claim is not approved, or the amount is not the same as what you have claimed. This is for claims that are within the purview of the Financial Ombudsman Scheme.

“Any person who is not satisfied with the decision of the Insurer / Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled: ………”