Customer Service Charter

Chubb Insurance Malaysia Berhad
Registration Number: 197001000564 (9827-A)

At Chubb Insurance Malaysia Berhad, our mission is to ensure that our customers develop confidence in us and we aim to become an efficient service provider that is ever ready to listen and solve problems on all insurance matters involving our customers. 

As part of our continuous efforts to improve our services, we commit to uphold the following service standards.

We 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 our customer is aware of:  

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

Our insurance products are easily accessible via various channels, physically and virtually. 

Our customers are kept informed on the physical and engagement channels available for them to purchase products or make enquiries. 

Our customers have access to the following: 

• Visit our Customer Service Counter at:
  Wisma Chubb
  38 Jalan Sultan Ismail
  50250 Kuala Lumpur 

• Call us toll free at 1800-88-3226 
• Write to us at: 
  
  Address:
  Customer Service
  Chubb Insurance Malaysia Berhad
  Wisma Chubb 38 Jalan Sultan Ismail
  50250 Kuala Lumpur
  
  Fax: +6 03 2058 3333
  
  Email: Inquiries.MY@chubb.com
  
• Visit us on our website at https://www.chubb.com/my

We will conduct periodic customer satisfaction feedback/surveys to ensure that our customers’ needs are fulfilled. 

• Listen to our customers attentively. 
• Acknowledge and properly understand our customers’ needs and preferences. 
• Ask for requisite information and documents to advise our customers 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 our customers’ needs and wants. 

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

1. Information on turnaround time on delivery of services will be made available in the Customer Service Charter through various channels (e.g. head office, branches, brochures, call center, website and social media).
   
   
2. Serve Walk-in Customer Promptly:
   - Customer Waiting Time: Within 10 minutes.
   

We will ensure efficient policy servicing and provide relevant documentation in a timely manner as follows: 

1. Policy Issuance (upon acceptance in the policy system)
   
   New and Existing Customer
   i) Motor
      E-policy – Immediately
      Manual: 5 working days
       (with the exception of new vehicles to be registered with JPJ)
   
   ii) Non- Motor – within 10 working days 
        (applicable for individuals only, not applicable to group)
    
2. Change of policy details/ reissuance upon lapse/ endorsement (upon acceptance in the policy system)
   
   i)  Motor – within 3 working days 
   
   
   ii) Non-Motor – within 5 working days 
    
3. Renewal notice issuance: 30 calendar days before expiry of existing policy.
   
   
4. Cancellation/surrending of policy (including refund of premium)
   
   i)  Motor – within 5 working days
   
   
   ii) Non-Motor – within 7 working days

Note: The timelines above do not take into account onboarding process – we have our own onboarding process/introduction to our products and services. 

Our customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal etc. as well as consequences arising from any of these actions.

Our customers are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.

The standard operating procedure on dealings with our customers must be clearly complied with.

We will be open and transparent in our dealings. 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: 

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 (e.g. when premium needs to be paid and explaining payment before cover warranty). 
   
   
3. Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days & our right to reject or accept applications. 
   
   
4. All the above information shall be explained and stated using simple words and in an easy to understand manner. 
    

We will follow through and provide the requisite answers/updates to our customers’ queries & complaints promptly as follows: 

1. Phone
   - Where no follow up is required – Immediate such as first call resolution.
   - Where follow up is required – Within 3 working days from the date of the first call.
   
   
2. Written (E-mail, fax, written letter & social media)
   - For E-mail/Social media: 
        - Provide acknowledgement response within 1 calendar day. 
        - Acknowledgement to include expected timeline and any other relevant information.
        - Non-complex enquiry – respond within 3 working days from date of receipt.
   
   - For letter or fax:
        - Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
   
   
3. Counter/Branches
   - Where no follow up is required, we will endeavor to provide first touch point resolution immediately. 
   - Where follow-up is required – within 5 working days from the date of the first visit.
   
   Where enquiry is complex, we will provide a reasonable timeframe and keep our customers updated accordingly. 

We will ensure consistent and thorough complaints handling by adopting the following: 

1. Our customers can submit a complaint through the following channels:
   
   Contact Person & Address:
   Mr Rabindran Shanmuganathan                   
   
   Chubb Insurance Malaysia Berhad 
   
   Wisma Chubb 
   38 Jalan Sultan Ismail 
   50250 Kuala Lumpur
   
   Fax: +6 03 2058 3333
   
   Toll free: 1800-88-3226
   
   Email: Inquiries.MY@chubb.com 
   
   Website: https://www.chubb.com/my
    
2. A verification process has to be performed on the policyholders/participants.
   
   
3. We will communicate clearly on the issue and gather adequate information for an informed resolution.
   
   
4. We will address the issue in an equitable, objective and timely manner by informing our customers on our decision no later than 14 calendar days from the date of the receipt of the complaints.
   
   
5. If the case is complicated or requires further investigation, we shall inform our customers accordingly and update progress every 14 calendar days. If not resolved, we shall update our customers within another 14 calendar days. Thereafter, after every 30 calendar days.
   
   
6. We will keep our customers updated if we are unable to address the issues within the stipulated timeframe.
   
   
7. If our customers are not satisfied with our response, they may contact :
   
   Address :
   Bank Negara Malaysia
   Laman Informasi Nasihat dan Khidmat (BNMLINK)
   Ground Floor, D Block
   Jalan Dato’ Onn
   50480 Kuala Lumpur
   
   Tel  : 1-300-88-5465 (Local) / +603 2174 1717 (Overseas)
   
   Fax : +603 2174 1515
   
   Email : bnmtelelink@bnm.gov.my
   
   Website : https://www.bnm.gov.my/
   
   Address :
   Ombudsman for Financial Services
   Level 14, Main Block
   Menara Takaful Malaysia
   No. 4, Jalan Sultan Sulaiman
   50000 Kuala Lumpur
   
   Tel : 03 – 2272 2811
   
   Fax : 03 – 2272 1577
   
   Email : enquiry@ofs.org.my
   
   Website :  https://www.ofs.org.my
    

We will set clear timelines for claims settlement process and strive to settle claims within these prescribed timeline in a transparent manner by adopting the following procedures: 

1. Our 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 centres/ social media/ website). 
   
   
2. Our customers shall be informed on the acknowledgement of their claims within 7 working days from receipt of claims notification.
   
   
3. All claims notifications through agents must reach us within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss. 
   
   
4. If documentation/information is incomplete, our customers shall be informed within 14 working days from 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. Our customers will be updated on the progress/decision every 14 working days.
   
   
7. In the event of a catastrophe/disaster, e.g. large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.

If the claims settlement/rejection is not to our customers satisfaction, they may write to us at: 

Address:
Customer Service 
Chubb Insurance Malaysia Berhad 
Wisma Chubb 
38 Jalan Sultan Ismail 
50250 Kuala Lumpur 

Fax: +6 03 2058 3333

Toll free: 1800-88-3226

Email: Inquiries.MY@chubb.com 

Website: https://www.chubb.com/my

If our customers are still not satisfied with our response, they may contact: 

Address:
Bank Negara Malaysia
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Ground Floor, D Block
Jalan Dato’ Onn
50480 Kuala Lumpur 

Tel: 1-300-88-5465 (Local) / +603 2174 1717 (Overseas) 

Fax: +603 2174 1515

Email: bnmtelelink@bnm.gov.my

Website: https://www.bnm.gov.my/

Address:
Ombudsman for Financial Services
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

Tel: 03 – 2272 2811

Fax: 03 – 2272 1577 

Email: enquiry@ofs.org.my

Website: https://www.ofs.org.my

Any letter of rejection/repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently:

«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 :… 

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