Client Charter

At Etiqa, you are at the heart of all we do. We have helped make it easy for millions of Malaysians to protect their assets, maintain their lifestyle, and build a better future.

The Customer Service Charter was set up in year 2011 with the intention to outline key commitments and service standards for all insurers and Takaful operators when providing their services to customers.

We are committed to serving the needs of our customers, and guided by our Customer Fair Treatment, we have outlined the four pillars of service standards as our commitment to provide our customers and their families with the right solutions from our wide range of conventional and *Islamic products and services under Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad.

*Note: Through Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad, we offer the right Shariah solutions to meet the different needs of our customers. Our Shariah-qualified team will ensure that the guidance and structures as well as processes in place to comply with Shariah requirements are reviewed periodically.

Service Standards

Learn more about our commitment to serve you as efficiently and effectively as possible.

Service Standards
Description
Expected Outcome
Insurance/Takaful Made Accessible
Offer an active engagement model wherein our customers are aware of:

· Multi-channel options and accessibility for purchase and enquiry.
· Where and how to provide feedback, suggestions, and complaints.

For more details, please click here.
Better Engagement and Improvement Services
Know Your Customer
Understand a customer’s profile adequately to:

· Know and anticipate our customers’ needs and preference.
· Ask for requisite information and documents to best advise our customers.
· Offer suitable products and services.

For more details, please click here.
Build Trust
Timely, Transparent & Efficient Service
Deliver a seamless service wherein our customers are aware of:

· Our responsibilities towards customers.
· The expected service standard and time taken to deliver these services, i.e., time taken to answer enquiries or resolve complaints.
· Where and how to obtain information required, i.e., product features and costs.

For more details, please click here.
Provide Peace of Mind to Customers
Fair, Timely & Transparent Claims Settlement Process
Deliver a seamless claims processing and settlement experience wherein our customers are aware of:

· Procedures, documentation, and steps, including various options (if any) for first notification of loss in the event of a claim.
· The expected service standard for claims processing and the specific time taken for each step within the claims processing stages.
· Various redress mechanisms for unsatisfactory claims payment.

For more details, please click here.
Provide Peace of Mind to Customers

Four pillars of the charter’s service standards

We will make Insurance/Takaful products easily accessible via various channels, physically and virtually, to obtain information, purchase or make 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.
  1. 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, live chat and call center.
3.   We will inform you of the channel availability which may vary from time to time. We will actively seek feedback, suggestions or complaints on how we can serve customers better
  1. We provide you with various channels to provide your feedback and suggestions. To contact us, please click here.
  2. We conduct customer satisfaction feedback/surveys periodically to ensure that your needs and expectations are met.

Our Customer Fair Treatment Charter

As a responsible Financial Institution, we strive to deliver the highest standards of services to our customers and in doing so, we ensure that we treat our customers fairly so that we maintain and preserve long term and mutually beneficial relationships with them.

Fair treatment of all our customers is embedded in our culture. Being honest, professional and ethical in all our dealings with our customers is central to our Core Values.