We acknowledge the recent press statement issued by Bank Negara Malaysia regarding interim measures to address the contribution revisions for medical plans. As a responsible takaful operator, we take this matter seriously and remain committed to act in the best interests of our customers. These interim measures aim to provide our customers the flexibility to better navigate and manage their financials while preserving their medical coverage.

 

We understand the importance of keeping our customers informed and will provide updates as soon as new information becomes available.

 

In the meantime, we encourage you to click here for more details or contact our dedicated customer service line at 1300-13-8338 and press 6 after language selection, from Monday to Friday, 8.30am - 5.15pm (except Public Holiday) for further assistance.

 

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Medical Sustainability Guide
Medical Sustainability Guide
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An award winning company for your comprehensive protection
Our 4 Pillars of Standard
Customer Fair Treatment

The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

  • We will set minimum standards on fair business practices in all dealings with our customers. This includes providing products and services suitable to our customers’ financial conditions and preserving the privacy of our customers’ data;
  • We will train all staff attending to customers to provide quality advice and suggestions;
  • We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.
  • We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
  • We will ensure that terms and conditions set out the respective rights, charges and duties in as plain language as possible;
  • We will ensure that the terms and conditions in contracts or agreements are not altered without prior notice.
  • We will provide customers with relevant and timely information in a product disclosure sheet;
  • We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
  • We will ensure critical terms are brought to customers’ attention and explained to the customers.
  • We will conduct promotions and marketing of our products and services honestly and will not make false claims;
  • We will avoid or clearly disclose actual or potential conflicts of interest;
  • We will ensure key performance indicators and processes relating to fair treatment of customers are consistently monitored.
  • We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
  • We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
  • We will ensure that our customers’ data and privacy are safeguarded.
  • We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
  • We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
  • We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.
  • We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
  • We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
  • We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.