Client Charter: Our Commitment to Serve You

Commitment

Service Level

We will make insurance products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.

1. We offer an active engagement model wherein customers are aware of:

• Multi-channel options and accessibility for making purchases and enquiries.

• Where and how to provide feedback, suggestions and complaints.

2. We reinforce that insurance is easily accessible via various channels, physically and virtually:

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

• Specifically, customers have access to the following:

  • Customer Portal Login

  • Corporate website

  • List of Customer Engagement Center (Branches)

  • Connect with a Wealth Planner

 Note: Channel availability may vary from time to time, and customers will be informed accordingly.

We will actively seek feedback, suggestions or complaints on how we can serve customers better.

1. Customers are provided with available channels to provide feedback and suggestions via:

• Customer Portal Login

• Corporate Website

• List of Customer Engagement Center (Branches)

• Call Centre (03-2116 0228)

• Email (customer.mys@prudential.com.my)

• Letter (Menara Prudential, Persiaran TRX Barat, 55188 Tun Razak Exchange, Kuala Lumpur)

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

Service Level Target

80% of customers are being served within the expected service level and timelines.

 Commitment

Service Level

We will set clear responsibilities towards customers and uphold it.

A standard commitment on clear responsibilities to be a mandatory write up on all client charters should cover the following guiding principles:-

1. A clear and concise objective of the Charter

2. Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness.

3. Efficient/effective communication channels.

We will set clear expectation on time taken for various services.

1. Delivery of Services:

• Information on turnaround time on delivery of services is made through various channels

• (Head office/branches/brochures/call centre/corporate website).

2. Standards to be adopted:

• Serve Walk-in Customer promptly:

  • Customer Waiting Time: Within 10 minutes

We will ensure efficient policy servicing and providing relevant documentation in a timely manner.

1. 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 consequence arising from any of these actions.

2. Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.

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

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

(Life & Health)

Life & Health

1. Policy Processing Turnaround Time (from receipt of full documentation, information and payment of premium):-

   • New Policy Issuance (upon acceptance in the policy system)

     • Standard cases – within 5 working days

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

2. Change of Policy Details (Endorsement):

   • Policy Changes (Non-financial): within 3 working days

   • Policy Changes (Financial):

     • Standard cases - within 5 working days

     • Non-Standard cases – within 10 working days

     • Revival: within 10 working days (with payment & complete documentation)

3. Renewal notice issuance:

   • Premium due notice will be issued not less than 30 calendar days before the next premium due date. (exclude recurring credit/debit card and auto debit payments; and monthly modes)

   • 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.

4. Cancellation / Surrendering of policy: 10 working days upon receipt of full documents (include processing of refund premium).

5. Issuance of medical / hospitalization card for individuals - Within same business day of policy issuance.(exclude Group Life / Corporate customers.)

6. Issuance of Policy Alteration Sustainability Statement (PASS)

   • Standard cases - within 3 working days.

   • Non-standard cases or system issues encountered - within 10 working days. 
     
     

Note: The timelines above do not take into account on boarding process – insurers have their own on boarding process/introduction to its products and services.

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 branch/brochures/call centre/corporate website:

1. Product related details (i.e. product features, product disclosure sheets, terms and conditions, key facts, exclusions) will be shared at the point of sale.

2. Fees, charges (i.e. any fees and charges other than the premium) 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 15 days and 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 customers’ queries and complaints promptly.

1. Phone:

• Where no follow up is required – Immediate, such as first call resolution.

• Where follow up is required – Within 3 working days from date of first call.

2. Written (email, fax, written letter and social media)

• For Email/Social media:

• Provide acknowledgement response within 1 calendar day (if the email is addressed to customer.mys@prudential.com.my).

• 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 endeavour to provide first contact resolution.

• Where follow up is required – within 3 working days from date of first visit.

Note: Where the enquiry is complex, we will provide a reasonable timeframe and keep customers updated accordingly.

We will ensure consistent and thorough complaints handling.

1. Customers shall be informed of the various options for submitting a complaint through available channels, depending on channel presence and whichever applicable i.e. provide complaints unit contact details (telephone number, email and address), website, etc.

2. A verification process has to be performed on the policyholder.

3. Communicate clearly on the issue and gather adequate information for an informed resolution.

4. Address the issue in an equitable, objective and timely manner by informing the complainant on 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 shall inform the customer of this and send a progress update in 14 calendar days. If not resolved, update in another 14 calendar days; thereafter, every 30 calendar days.

6. Keep customers updated if unable to address issues within the stipulated timeframe.

7. Provide information on escalation to higher alternative avenues if the resolved complaint is not to the customer’s satisfaction. For further information, please refer to here

Note: Complaints management and timeline is governed by the guidelines spelt out by Bank Negara Malaysia (BNM) and insurers will operate accordingly.