Client charter | Sun Life Malaysia

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age and savings goal?</a></li> <li><a class="dropdown-item" href="/insurance-and-takaful/tools-and-calculators/what-are-your-retirement-legacy-goals/">What are your retirement & legacy goals?</a></li> <li><a class="dropdown-item" href="/insurance-and-takaful/tools-and-calculators/how-much-will-it-cost-for-my-child’s-tertiary-education/">How much will it cost for my child’s tertiary education?</a></li> </ul> </li> </ul> </li> <li class="nav-item dropdown dropdown-mega position-static"> <a class="nav-link dropdown-toggle" href="/campaigns/" data-bs-toggle="dropdown" data-bs-auto-close="outside">Campaigns</a> <ul class="ul-inner dropdown-menu sl-ctn-80"> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/campaigns/legacy/">#Legacy</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/campaigns/imula50/">iMula50</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/campaigns/insurelitroadshow2024/">InsureLit Roadshow</a> </li> <li> <a class="a-li dropdown-item 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href="/client-care/outstanding-document-submission/">Outstanding Document Submission</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/client-care/downloads/">Downloads</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/client-care/frequently-asked-questions/">Frequently asked questions (FAQs)</a> <ul class="submenu"> <li><a class="dropdown-item" href="/client-care/frequently-asked-questions/medical-repricing-interim-measures/">Medical Repricing Interim Measures</a></li> <li><a class="dropdown-item" href="/client-care/frequently-asked-questions/services-tax/">Services Tax</a></li> <li><a class="dropdown-item" href="/client-care/frequently-asked-questions/e-payment/">e-Payment</a></li> <li><a class="dropdown-item" href="/client-care/frequently-asked-questions/guide-to-investment-linked/">Guide to Investment-linked</a></li> <li><a class="dropdown-item" href="/client-care/frequently-asked-questions/sanctioned-countries/">Sanctioned Countries</a></li> <li><a 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href="/client-care/fraud-and-cybersecurity-awareness/overview/">Overview</a></li> </ul> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/client-care/client-charter/">Client charter</a> <ul class="submenu"> <li><a class="dropdown-item" href="/client-care/client-charter/overview/">Overview</a></li> </ul> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/client-care/treat-clients-fairly-charter/">Treat clients fairly charter</a> <ul class="submenu"> <li><a class="dropdown-item" href="/client-care/treat-clients-fairly-charter/overview/">Overview</a></li> </ul> </li> </ul> </li> <li class="nav-item dropdown dropdown-mega position-static"> <a class="nav-link dropdown-toggle" href="/contact-us/" data-bs-toggle="dropdown" data-bs-auto-close="outside">Contact Us</a> <ul class="ul-inner dropdown-menu sl-ctn-80"> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/contact-us/enquiry-form/">Enquiry Form</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/contact-us/contact-info/">Contact Info</a> </li> <li> <a class="a-li dropdown-item sl-bold mb-1" href="/contact-us/join-us/">Join us</a> <ul class="submenu"> <li><a class="dropdown-item" href="/contact-us/join-us/employee/">Employee</a></li> <li><a class="dropdown-item" href="/contact-us/join-us/advisor/">Advisor</a></li> <li><a class="dropdown-item" href="/contact-us/join-us/insurance-specialist/">Insurance Specialist</a></li> </ul> </li> </ul> </li> </ul> <div class="div3 d-flex align-items-center justify-content-end pt-2"> <a class="pe-4" href="/client-care/make-a-claim/submission">How to File A Claim</a> <a class="pe-4" href="https://sunaccess.sunlifemalaysia.com/portal-ui/CUSTOMER/login?login_error=t#no-back-button" target="_blank">SunAccess Client Login</a> <div class="inner2 d-flex"> <button class="btn-canvas w-100" type="button" data-bs-toggle="offcanvas" data-bs-target="#offcanvasTop" aria-controls="offcanvasTop"> <p class="m-0">Malaysia</p> <p class="m-0 px-2">|</p> <p class="m-0">EN</p> <i class="ps-2 fa-solid fa-chevron-down"></i> </button> </div> </div> <div class="div2 d-flex align-items-center justify-content-end"> <a class="search-collapse pe-3" data-bs-toggle="collapse" href="#collapseSearch" role="button" aria-expanded="false" aria-controls="collapseSearch"> <span>Search</span> <i class="ps-1 fa fa-solid fa-magnifying-glass"></i> </a> <div class="inner1 dropdown"> <a class="dropdown-toggle text-decoration-none" href="#" role="button" data-bs-toggle="dropdown" aria-expanded="false"> Login </a> <ul class="dropdown-menu"> <li><a id="loginSunAccessCustomer" class="dropdown-item" href="https://sunaccess.sunlifemalaysia.com/portal-ui/CUSTOMER/login#no-back-button" target="_blank">SunAccess - Client</a></li> <li><a id="loginSunAccessAgent" class="dropdown-item" href="https://sunaccess.sunlifemalaysia.com/portal-ui/AGENT/login#no-back-button" target="_blank">SunAccess - Agent</a></li> <li><a id="loginSAMAgent" class="dropdown-item" href="https://sunaccess.sunlifemalaysia.com/agency-ui/AGENT/login" target="_blank">Sun Advisor Management</a></li> <li><a id="loginSAMAgent" class="dropdown-item" href="https://sunaccess.sunlifemalaysia.com/portal-ui/AGENT/public/lppsa-digital-submission" target="_blank">CGB Treasury Advisor</a> <li><a id="loginBestDoctors" class="dropdown-item" href="https://www.askbestdoctors.com/s/login/?language=en_AU&inst=Ho&startURL=%2Feng%2Fusuario%2Fregistro" target="_blank">Best Doctors</a></li> </ul> </div> </div> </div> </div> </div> </nav> </header> <div class="sl-innercrumb"> <div class="sl-ctn-80"> <div class="py-2"> <nav aria-label="breadcrumb" class="breadcrumb"> <ol class="m-0 breadcrumb"> <li class="breadcrumb-item"><a href="https://www.sunlifemalaysia.com">Home</a></li> <li class="breadcrumb-item"><a href="/client-care/">Client Care</a></li> <li class="breadcrumb-item"><a href="/client-care/client-charter/">Client charter</a></li> <li class="breadcrumb-item active" aria-current="page">Overview</li> </ol> </nav> </div> </div> </div> <div class="ctn-inner2 bg-yellow p-0"> <div class="sl-ctn-80"> <div class="py-md-4 py-3"> <h2 class="m-0 text-blue fs-3">Client charter</h2> </div> </div> </div> <div class="sl-ctn-80 pt-4"> <div class="row m-md-0"> <div class="col-lg-3 sl-sidenav d-lg-block d-md-none d-none"> <h3 class="tab-title text-blue">Client Care</h3> <div class="sunlife-default-flush"> <div class="accordion accordion-flush" id="accordionFlushExample"> <p hidden>/client-care/make-a-claim/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-1" aria-expanded="false" aria-controls="nav-collapse-1"> Make a claim </button> </div> <div id="nav-collapse-1" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/make-a-claim/submission/">Submission</a> </li> <li> <a href="/client-care/make-a-claim/panel-hospitals/">Panel Hospitals</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/make-a-payment/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-2" aria-expanded="false" aria-controls="nav-collapse-2"> Make a payment </button> </div> <div id="nav-collapse-2" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/make-a-payment/overview/">Overview</a> </li> <li> <a href="/client-care/make-a-payment/credit-debit-card/">Credit/Debit card</a> </li> <li> <a href="/client-care/make-a-payment/direct-debit-cimb-bank/">Direct debit - CIMB Bank</a> </li> <li> <a href="/client-care/make-a-payment/direct-debit-other-banks/">Direct debit - other banks</a> </li> <li> <a href="/client-care/make-a-payment/standing-instruction/">Standing instruction</a> </li> <li> <a href="/client-care/make-a-payment/one-time-payment/">One time payment</a> </li> <li> <a href="/client-care/make-a-payment/online-banking/">Online Banking</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/make-a-service-request/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-3" aria-expanded="false" aria-controls="nav-collapse-3"> Make a service request </button> </div> <div id="nav-collapse-3" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/make-a-service-request/insurance/">Insurance</a> </li> <li> <a href="/client-care/make-a-service-request/takaful/">Takaful</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/outstanding-document-submission/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item single-item"> <div class="accordion-header"> <a href="/client-care/outstanding-document-submission/" class="accordion-button collapsed"> Outstanding Document Submission </a> </div> </div> <p hidden>/client-care/downloads/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item single-item"> <div class="accordion-header"> <a href="/client-care/downloads/" class="accordion-button collapsed"> Downloads </a> </div> </div> <p hidden>/client-care/frequently-asked-questions/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-6" aria-expanded="false" aria-controls="nav-collapse-6"> Frequently asked questions (FAQs) </button> </div> <div id="nav-collapse-6" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/frequently-asked-questions/medical-repricing-interim-measures/">Medical Repricing Interim Measures</a> </li> <li> <a href="/client-care/frequently-asked-questions/services-tax/">Services Tax</a> </li> <li> <a href="/client-care/frequently-asked-questions/e-payment/">e-Payment</a> </li> <li> <a href="/client-care/frequently-asked-questions/guide-to-investment-linked/">Guide to Investment-linked</a> </li> <li> <a href="/client-care/frequently-asked-questions/sanctioned-countries/">Sanctioned Countries</a> </li> <li> <a href="/client-care/frequently-asked-questions/tips-brochure-by-pidm/">TIPS Brochure by PIDM</a> </li> <li> <a href="/client-care/frequently-asked-questions/profit-equalisation-reserve-per/">Profit Equalisation Reserve (PER)</a> </li> <li> <a href="/client-care/frequently-asked-questions/medical-rate-revision/">Medical Rate Revision</a> </li> <li> <a href="/client-care/frequently-asked-questions/glossary/">Glossary</a> </li> <li> <a href="/client-care/frequently-asked-questions/e-invoice/">e-Invoice</a> </li> <li> <a href="/client-care/frequently-asked-questions/general-faq/">General FAQ</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/fraud-and-cybersecurity-awareness/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-7" aria-expanded="false" aria-controls="nav-collapse-7"> Fraud and Cybersecurity Awareness </button> </div> <div id="nav-collapse-7" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/fraud-and-cybersecurity-awareness/overview/">Overview</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/client-charter/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-8" aria-expanded="true" aria-controls="nav-collapse-8"> Client charter </button> </div> <div id="nav-collapse-8" class="accordion-collapse collapse show" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/client-charter/overview/" class="active">Overview</a> </li> </ul> </div> </div> </div> <p hidden>/client-care/treat-clients-fairly-charter/</p> <p hidden>/client-care/client-charter/</p> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#nav-collapse-9" aria-expanded="false" aria-controls="nav-collapse-9"> Treat clients fairly charter </button> </div> <div id="nav-collapse-9" class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample"> <div class="accordion-body"> <ul> <li> <a href="/client-care/treat-clients-fairly-charter/overview/">Overview</a> </li> </ul> </div> </div> </div> </div> </div> </div> <div class="col-lg-9"> <div class="doc-section doc-section-no-border"> <h1 class="fs-4">Client Charter</h1> <div class="sunlife-default-flush"> <div class="accordion accordion-flush" id="accordionFlushExample"> <div class="accordion-item"> <div class="accordion-header"><button aria-controls="flush-collapseOne1" aria-expanded="false" class="accordion-button collapsed" data-bs-target="#flush-collapseOne1" data-bs-toggle="collapse" type="button">INSURANCE / TAKAFUL MADE ACCESSIBLE</button></div> <div class="accordion-collapse collapse show" data-bs-parent="#accordionFlushExample" id="flush-collapseOne1" style=""> <div class="accordion-body"> <div> <table class="table table-bordered text-center w-100"> <thead> <tr class="table-light-grey text-center"> <th>Pillar 1</th> <th>INSURANCE / TAKAFUL MADE ACCESSIBLE</th> </tr> </thead> <tbody style="text-align: left;"> <tr> <td>Description</td> <td> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Offer an active engagement model wherein a client is aware of:</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Multi-channel options & accessibility for purchase and enquiry.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Where and how to provide feedback, suggestions and to complain.</span></span></span></li> </ul> </td> </tr> <tr> <td>Expected Outcome</td> <td><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">BETTER ENGAGEMENT & IMPROVED SERVICES</span></span></span></td> </tr> <tr> <td>Service Level Target</td> <td> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Multi-channels and appropriate channels are being used for purchase and enquiry.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Online channels are being used for purchase and enquiry.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Feedback, suggestions and complaints are received via channels provided.</span></span></span></li> </ol> </td> </tr> </tbody> </table> </div> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will make insurance and takaful products easily accessible via various channels, physically and virtually, to obtain information, purchase, or make enquiries.</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">To this end, the following are to be adopted:</span></span></span><br />  </p> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Offer an active engagement model wherein a client is aware of:</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Multi-channel options and accessibility for making purchases and enquiries.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Where and how to provide feedback, suggestions and complaints.</span></span></span></span></li> </ul>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Reinforce that insurance / takaful is easily accessible via various channels, physically and virtually.</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Clients are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Specifically, clients should have access to the following:</span></span></span></span> <ul style="list-style-type:circle"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">An insurance / takaful agent locator.</span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">List of client engagement channels, i.e. corporate website, self-service client web portal and call centre.</span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Social media (if applicable)</span></span></span></li> </ul> </li> </ul>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Channel availability may vary from time to time, and clients will be informed accordingly.</span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">We are dedicated to making our insurance and takaful products accessible to all consumers. We strive to remove barriers and provide multiple access channels, ensuring everyone can secure the protection they need.</span></span></span></li> </ol> <br /> <span style="font-size: 11pt;"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will actively seek feedback, suggestions, or complaints on how insurers can serve clients better.</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">1.   Clients are provided with available channels to provide feedback and suggestions via:</span></span></span></span> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Corporate website: <a href="https://www.sunlifemalaysia.com/" style="color:#467886; text-decoration:underline">www.sunlifemalaysia.com</a></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Self-service client web portal: <a href="https://sunaccess.sunlifemalaysia.com/portal-ui/CUSTOMER/login" style="color:#467886; text-decoration:underline">https://sunaccess.sunlifemalaysia.com</a></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Call Centre: 1300-88-5055</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Branch: Sun Life Malaysia Assurance Berhad / Sun Life Malaysia Takaful Berhad 338 Jalan Tuanku Abdul Rahman, 50100 Kuala Lumpur</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Email (General Enquiry): <a href="mailto:wecare@sunlifemalaysia.com" style="color:#467886; text-decoration:underline">wecare@sunlifemalaysia.com</a></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Email (Complaint): <a href="mailto:clientresolution@sunlifemalaysia.com" style="color:#467886; text-decoration:underline">clientresolution@sunlifemalaysia.com</a></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Fax: 603-2614 3550</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Mailing Address: Level 11, 338 Jalan Tuanku Abdul Rahman, 50100 Kuala Lumpur, Malaysia</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Social Media: <a href="http://www.facebook.com/SunLifeMalaysia" style="color:#467886; text-decoration:underline">facebook.com/SunLifeMalaysia</a> or <a href="http://www.instagram.com/sunlifemalaysia_my" style="color:#467886; text-decoration:underline">instagram.com/sunlifemalaysia_my</a> or </span></span></span></span><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif"><a href="http://www.youtube.com/user/SunLifeMalaysia.com" style="color:#467886; text-decoration:underline">youtube.com/user/SunLifeMalaysia.com</a>.</span></span></span></span></li> </ul> <span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">2.   The Insurer/takaful operator will conduct periodic client satisfaction feedback/surveys to ensure that clients’ needs are fulfilled.</span></span></span></span><br /> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header"><button aria-controls="flush-collapseTwo2" aria-expanded="false" class="accordion-button collapsed" data-bs-target="#flush-collapseTwo2" data-bs-toggle="collapse" type="button">KNOW YOUR CLIENTS</button></div> <div class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample" id="flush-collapseTwo2" style=""> <div class="accordion-body"> <table class="table table-bordered text-center w-100"> <thead> <tr class="table-light-grey text-center"> <th>Pillar 2</th> <th>KNOW YOUR CLIENTS</th> </tr> </thead> <tbody style="text-align: left;"> <tr> <td>Description</td> <td> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">To understand a client profile adequately which enables the insurers / takaful operators to:</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Know and anticipate the client’s needs and preference.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Ask for requisite information and documents to best advise the client.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Offer suitable products and services.</span></span></span></li> </ul> </td> </tr> <tr> <td>Expected Outcome</td> <td><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">BUILD TRUST</span></span></span></td> </tr> <tr> <td>Service Level Target</td> <td> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">90% of clients are served with suitable products and services which fit their needs and wants.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Minimal complaints (ratio of 5% of total complaints) from clients are on not understanding what was offered and/or not having the suitable products and services.</span></span></span></li> </ol> </td> </tr> </tbody> </table> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will strive to help clients find the right product to suit their needs.</b></span></span></span><br />  </p> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Knowledgeable and ethical staff and agents are available to serve clients.</span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Training:</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Ensure employees and intermediaries are properly trained on products and services offered.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Training must be provided any time a new product is launched and regularly as refresher courses on existing products.</span></span></span></span></li> </ul>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Understanding Clients’ Needs.</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">In order to understand the clients’ profile adequately, insurers and takaful operators including their agents shall:</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Listen attentively to the clients.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Acknowledge and properly understand the clients’ needs and preferences.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Ask for requisite information and documents to advise the clients accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Offer options of suitable products and services to meet the clients’ needs and wants.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">We ensure all product information is communicated clearly and presented in plain language to facilitate clients’ understanding of the key product features, risks, and their rights and responsibilities . </span></span></span></span></li> </ul>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Any options provided to clients shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using client information for marketing and research purposes.</span></span></span></li> </ol> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i></i></span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: Handling of client information is governed by Bank Negara Malaysia’s Policy Document on Management of Client Information and Permitted Disclosures and insurers/takaful operators shall operate accordingly.</i></span></span></span><br />  </p> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header"><button aria-controls="flush-collapseThree3" aria-expanded="false" class="accordion-button collapsed" data-bs-target="#flush-collapseThree3" data-bs-toggle="collapse" type="button">TIMELY, TRANSPARENT & EFFICIENT SERVICE</button></div> <div class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample" id="flush-collapseThree3" style=""> <div class="accordion-body"> <table class="table table-bordered text-center w-100"> <thead> <tr class="table-light-grey text-center"> <th>Pillar 3</th> <th>TIMELY, TRANSPARENT & EFFICIENT SERVICE</th> </tr> </thead> <tbody style="text-align: left;"> <tr> <td>Description</td> <td> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif"><span style="color:black">Deliver a seamless service wherein clients are aware of:</span></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif"><span style="color:black">Insurers’ / Takaful operators’ responsibilities towards clients.</span></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif"><span style="color:black">Expected service standard and time taken to deliver these services, i.e. time taken to answer enquiries / resolve complaints.</span></span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif"><span style="color:black">Where and how to obtain information required i.e. product features and costs.</span></span></span></span></span></li> </ul> </td> </tr> </tbody> </table> Expected Outcome <span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">CLIENT SATISFACTION</span></span></span> Service Level Target <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">80% of clients are being served within the expected service level and timelines.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">100% of clients are issued with policy documents in a timely manner.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Declining complaints ratio.</span></span></span></li> </ol> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will set clear responsibilities towards clients and uphold it.</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">We are committed to delivering service that is timely, transparent, and efficient. We ensure all communications are clear, accessible, and provided in various formats to meet diverse needs. A standard commitment on clear responsibilities to be a mandatory write up on all client charters should cover the following guiding principles:</span></span></span><br />  </p> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">A clear and concise objective of the Charter.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Mission</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Values to be provided to the client, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Efficient/Effective communication channels.</span></span></span></span></li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"> </span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will set clear expectation on time taken for various services.</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">To include a clear expectation on time taken for various services:-</span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Delivery of Services:-</span></span></span></span> <ul style="list-style-type:disc"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels. (head offices/branches/brochures/call center/website/social media).</span></span></span></li> </ul> </li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Standards to be adopted:-<br /> Serve Walk-in Client Promptly:</span></span></span></span> <ul style="list-style-type:disc"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Client Waiting Time: Within 10 minutes.</span></span></span></li> </ul> </li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"> </span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will ensure efficient policy servicing and providing relevant documentation in a timely manner.</b></span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients 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 consequence arising from any of these actions.</span></span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.</span></span></span></span></li> </ol>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">The standard operating procedure on dealings with clients must be clearly complied with.</span></span></span></span></li> </ol>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">We adhere to ethical practices in all interactions, ensuring that no client is subject to exploitation or unfair treatment.<br /> <b> </b></span></span></span></span></li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will ensure efficient policy servicing and provide relevant documentation in a timely manner (Life & Health including Takaful)</b></span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Policy Account Turnaround Time (from receipt of full documentation, information and payment of premium):</span></span></span></li> </ol>   <ol style="list-style-type:lower-alpha"> <li style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Policy Issuance (upon acceptance in the policy system) New and Existing Client:-</span></span></span></li> </ol> <ul> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">Standard cases - within 5 working days</span></span></span></span></li> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">Additional information required/pre-existing medical condition/complex cases - within 10 working days</span></span></span></span></li> </ul>   <ol start="2" style="list-style-type:lower-alpha"> <li style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Change of policy account details (endorsement):</span></span></span></li> </ol> <ul> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">Policy Changes (Non-financial) : within 3 working days</span></span></span></span></li> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">Policy Changes (Financial) :</span></span></span></span> <ul style="list-style-type:circle"> <li style=""><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Standard cases - within 5 working days</span></span></span></li> <li style=""><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Non-Standard cases - within 10 working days</span></span></span></li> </ul> </li> </ul>   <ol start="3" style="list-style-type:lower-alpha"> <li style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Reinstatement: within 10 working days (with payment & complete documentation.)</span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Renewal notice issuance:</span></span></span></li> </ol> <ul> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">For policy with guaranteed renewal, premium due notice will be issued not less than 30 calendar days before the next premium due date.</span></span></span></span></li> <li style="margin-left:32px"><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .75in"><span style="font-family:Aptos,sans-serif">Notification of Revised Premium to renewable basic term policy/term rider will be issued not less than 30 calendar days before the expiry of existing policy/rider.</span></span></span></span></li> </ul>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Cancellation/surrendering of policy: 10 working days upon receipt of full documents - to also include processing of refund premium.</span></span></span></li> </ol>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Issuance of medical/hospitalization card for individuals - Within same business day of policy issuance.</span></span></span></li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i></i></span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: The timelines above do not take into account onboarding process - insurers/takaful operators have their own onboarding process/introduction to its products and services.</i><br />  </span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will ensure efficient policy servicing and provide relevant documentation in a timely manner (General)</b></span></span></span><br />   <div style="list-style-type:none">     1.  <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Policy Issuance (upon acceptance in the policy system).</span></span></span></div> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Life Insurance - within 10 working days (applicable for individuals only, not applicable to group)</span></span></span></span></li> </ul>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Change of policy details/reissuance upon lapse/endorsement (upon acceptance in the policy system):</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Life Insurance - within 5 working days</span></span></span></span></li> </ul>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Renewal notice issuance: 30 calendar days before expiry of existing policy.</span></span></span></li> </ol>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Cancellation/surrendering of policy (including refund of premium).</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Non-Motor - within 7 working days</span></span></span></span></li> </ul> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i></i></span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: The timelines above do not take into account onboarding process - insurers/takaful operators have their own onboarding process/introduction to its products and services.</i><br />  </span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will be open and transparent in our dealings</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">The following information shall be easily accessible and made available through the various channels of communication such as branches/brochures/call centers/website:</span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">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.</span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">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).</span></span></span></li> </ol>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Anti-fraud statement and key points to remember, i.e. confidentiality of client information, free look period of not less than 15 calendar days to reject or accept applications.</span></span></span></li> </ol>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">All the above information shall be explained and stated using simple words and in an easy to understand manner.<br />  </span></span></span></li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will follow through and provide the requisite answers/updates to clients’ queries & complaints promptly.</b></span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Phone.</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Where no follow up is required - Immediate such as first call resolution.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Where follow up is required - Within 3 working days from the date of the first call.</span></span></span></span></li> </ul>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Written (Email, fax, written letter & social media).</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">For Email/Social media:</span></span></span></span> <ul style="list-style-type:circle"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Provide acknowledgement response within 1 calendar day.</span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Acknowledgement to include expected timeline and any other relevant information.</span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Non-complex enquiry - respond within 3 working days from date of receipt.</span></span></span></li> </ul> </li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">For letter or fax</span></span></span> <ul style="list-style-type:circle"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.</span></span></span></li> </ul> </li> </ul>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Counter/Branches.</span></span></span></li> </ol> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Where no follow up is required, insurers/takaful operators will endeavor to provide first touch point resolution immediately.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Where follow-up is required - within 5 working days from the date of the first visit.</span></span></span></span></li> </ul> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i></i></span></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: Where enquiry is complex, insurers will provide a reasonable timeframe and keep the client updated accordingly.</i></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will ensure consistent and thorough complaints handling.</b><b><span style="font-family:"Arial",sans-serif"></span></b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">We are committed to providing accessible, compassionate, and efficient mechanisms for<b> </b>all clients to lodge complaints.</span></span></span><br />   <ol> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">Clients shall be informed of the various options for submitting a complaint through available channels, depending on the insurers channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number and address), website, social media, etc.</span></span></span></li> </ol>   <ol start="2"> <li style="margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">A verification process has to be performed on the policyholders/participants.</span></span></span></li> </ol>   <ol start="3"> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">Communicate clearly on the issue and gather adequate information for an informed resolution.</span></span></span></li> </ol>   <ol start="4"> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif"><a> <span style="color:#000000;">Address the issue in an equitable, objective and timely manner by informing the complainants on insurers’/takaful operators’ decision no later than 14 calendar days from the date of the receipt of the complaints.</span></a></span></span></span></li> </ol>   <ol start="5"> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">If the case is complicated or requires further investigation, insurers/takaful operators shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, update within another 14 calendar days. Thereafter, after every 30 calendar days.</span></span></span></li> </ol>   <ol start="6"> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">Keep the complainants updated if unable to address issues within the stipulated timeframe.</span></span></span></li> </ol>   <ol start="7"> <li style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:107%"><span style="font-family:Aptos,sans-serif">Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, BNMTELELINK and Ombudsman of Financial Services must be clearly provided.</span></span></span></li> </ol> <div style="margin-bottom:11px; margin-left:8px"> </div> <div style="margin-bottom:11px; margin-left:8px"><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i></i></span></span></span></div> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers shall operate accordingly.</i></span></span></span><br />  </p> </div> </div> </div> <div class="accordion-item"> <div class="accordion-header"><button aria-controls="flush-collapseFour4" aria-expanded="false" class="accordion-button collapsed" data-bs-target="#flush-collapseFour4" data-bs-toggle="collapse" type="button">FAIR, TIMELY & TRANSPARENT CLAIMS SETTLEMENT PROCESS</button></div> <div class="accordion-collapse collapse" data-bs-parent="#accordionFlushExample" id="flush-collapseFour4" style=""> <div class="accordion-body"> <table class="table table-bordered text-center w-100"> <thead> <tr class="table-light-grey text-center"> <th>Pillar 4</th> <th>FAIR, TIMELY & TRANSPARENT CLAIMS SETTLEMENT PROCESS</th> </tr> </thead> <tbody style="text-align: left;"> <tr> <td>Description</td> <td> <ul> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Deliver a seamless claims processing and settlement experience wherein clients are aware of:</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Procedures, documentation and steps including various options (if any) for first notification of loss in an event of a claim.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Expected service standard for claims processing and specific time taken for each step within the claims processing stages.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">Various redress mechanisms for unsatisfactory claims payment.</span></span></span></li> </ul> </td> </tr> <tr> <td>Expected Outcome</td> <td><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">PROVIDE PEACE OF MIND TO CLIENTS</span></span></span></td> </tr> <tr> <td>Service Level Target</td> <td> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">75% of the clients are satisfied with the claims decisions and processes.</span></span></span></span></li> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .5in"><span style="font-family:Aptos,sans-serif">Declining complaints ratio over the years from clients on claims settlement and processes.</span></span></span></span></li> <li><span style="font-size:11.0pt"><span style="line-height:107%"><span style="font-family:"Aptos",sans-serif">100% of legitimate claims are paid accordingly.</span></span></span></li> </ol> </td> </tr> </tbody> </table> <p><span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner. We pledge to handle all claims fairly and promptly. We have dedicated support mechanisms in place to assist consumers throughout the claims process, ensuring a smooth and straightforward experience.</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:-</span></span></span><br />  </p> <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients 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 centers/website).</span></span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.</span></span></span></span></li> </ol>   <ol start="3"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">All claims notifications through agents must reach the insurers within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.</span></span></span></span></li> </ol>   <ol start="4"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">If documentation/information is incomplete, clients shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.</span></span></span></span></li> </ol>   <ol start="5"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.</span></span></span></span></li> </ol>   <ol start="6"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients will be updated on the progress/decision every 14 working days.</span></span></span></span></li> </ol>   <ol start="7"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">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, the insurers will strive to update every 20 working days on the progress.<br />  </span></span></span></span></li> </ol> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><b>We will inform client of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction</b></span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">To keep the client informed of the next level of escalation if the claims settlement/repudiation is not to his/her satisfaction.</span></span></span><br />   <ol> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Clients shall be provided with available channels to appeal on a decision/raise disputes. (i.e. branch/brochures/call center/website).</span></span></span></span></li> </ol>   <ol start="2"> <li><span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">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:-</span></span></span></span></li> </ol> <p><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">If you are not satisfied with our response or decision, and if your complaint involves a sum of up to RM250,000, you may lodge your dispute to the Ombudsman for Financial Services (OFS), within 6 months from the date of our final decision at the following address:</span></span></span></span><br /> <span style="font-size:12pt"><span style="font-family:Aptos,sans-serif"> </span></span></p> <p style="text-align: center;"><span style="font-size:12pt"><span style="font-family:Aptos,sans-serif"><b><span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:black">Financial Market Ombudsman Service (FMOS)<br /> (Formerly known as Ombudsman for Financial Services)</span></span></span></b></span></span><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="tab-stops:list .25in"><span style="font-family:Aptos,sans-serif">Level 14, Main Block, Menara Takaful Malaysia<br /> No. 4 Jalan Sultan Sulaiman<br /> 50000 Kuala Lumpur<br /> Tel: +603 2272 2811<br /> Fax: +603 2272 1577<br /> Email: </span></span></span><u><span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:#467886"><a href="mailto:enquiry@ofs.org.my" style="color:blue; text-decoration:underline"><span style="color:#467886">enquiry@ofs.org.my</span></a></span></span></span></u><br /> <span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:black">Link: </span></span></span><u><span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:#467886"><a href="https://apc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.ofs.org.my%2Fen%2Ffeedback.html&data=05%7C02%7Csyafiqah.athirah%40sunlifemalaysia.com%7Ca7a917aebc374842f28e08dd3c5937b9%7C27a98c2cca434b2cbabda8a760b1892c%7C0%7C0%7C638733076103509082%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=7rmSErVZ4Zv0dr97j9EE8SdhetmTp%2B%2BSdFdGrhjlDM8%3D&reserved=0" style="color:blue; text-decoration:underline"><span style="color:#467886">http://www.ofs.org.my/en/feedback.html</span></a></span></span></span></u><br /> <span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:black">Website: </span></span></span><u><span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:#467886"><a href="https://apc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.ofs.org.my%2F&data=05%7C02%7Csyafiqah.athirah%40sunlifemalaysia.com%7Ca7a917aebc374842f28e08dd3c5937b9%7C27a98c2cca434b2cbabda8a760b1892c%7C0%7C0%7C638733076103519623%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=Q%2F8XAYfnuWcSYobteavXxZN1mDDnyhCxpzOyyNbJi9Y%3D&reserved=0" style="color:blue; text-decoration:underline"><span style="color:#467886">www.ofs.org.my</span></a></span></span></span></u><br /> <span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:black">Link: </span></span></span><u><span style="font-size:10.0pt"><span style="font-family:"Arial",sans-serif"><span style="color:#467886"><a href="https://apc01.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.ofs.org.my%2Fen%2F&data=05%7C02%7Csyafiqah.athirah%40sunlifemalaysia.com%7Ca7a917aebc374842f28e08dd3c5937b9%7C27a98c2cca434b2cbabda8a760b1892c%7C0%7C0%7C638733076103529868%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=idkicjIfjKZJLVSM57dWtugJTmL%2FKV2uSP9bNsmADf8%3D&reserved=0" style="color:blue; text-decoration:underline"><span style="color:#467886">http://www.ofs.org.my/en/</span></a></span></span></span></u></span><br /> <br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Or</span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">If your complaint does not fall within the purview of the OFS or for claims amount above RM250,000, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:</span></span></span><br /> <br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif">Laman Informasi Nasihat dan Khidmat (LINK)<br /> Bank Negara Malaysia<br /> P.O. Box 10922<br /> 50929 Kuala Lumpur<br /> Tel: 1-300-88-5465 (Overseas: +603 2174 1717)<br /> Fax: +603 2174 1515<br /> Email: <a href="mailto:bnmtelelink@bnm.gov.my" style="color:#467886; text-decoration:underline">bnmtelelink@bnm.gov.my</a></span></span></span></p> <p><br /> <span style="font-size:11pt"><span style="line-height:normal"><span style="font-family:Aptos,sans-serif"><i>Note: for the policy owners who made a claim/report involving claims settlement/rejection which is not to his/her satisfaction</i></span></span></span><br />  </p> </div> </div> </div> </div> </div> </div> </div> </div> </div> <div class="sl-ctn-80"> <footer class="footer-sl pt-md-4 pt-3 footer-border-top"> <div class="ft-grid"> <div class="sunlife-default-flush"> <div class="accordion accordion-flush" id="accordionFlushExample"> <div class="accordion-item"> <div class="accordion-header"> <button class="accordion-button collapsed" type="button" data-bs-toggle="collapse" data-bs-target="#flush-collapse-1" 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