Client Charter

What we promise

Our mission at QBE Insurance (Malaysia) Berhad is to ensure that our customers have full confidence in us. Our aim is to be an efficient and effective service provider that is always ready to satisfy the insurance needs of our customers.

Commitment to enquiries and complaints

We are dedicated in handling enquiries and complaints processes based on the following principles:-

• Acceptance – we recognize that we may not have met your expectations and will accept all complaints.

• Ownership – we are responsible for resolving your complaint. If we need to pass it to someone else due to

the nature or complexity of the enquiry/complaint, we will inform you.

• Collection of information – we will confirm the details of your complaint and clarify if we are unsure.

• Treatment – we will ensure that you and your complaint are treated fairly.

• Commitment – we will follow-through on what we commit to doing.

• Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 days. For complaints which may take more time to resolve, we will keep you informed and update you of the progress and status of your case until it is resolved.

• Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

How we handle enquiries and complaints

We welcome any and all feedback on ways to improve our services. We also genuinely want to resolve any problems that you may have or if we are not meeting your expectations.

To be able to resolve your complaint, it is important that you provide us with as much information as possible, including:

• Your Account Information - name, policy number or account number

• Your Contact Details - mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email)

• Complaint Information - specific information about the complaint as well as any supporting evidence. You may submit your complaint to us through the following channels :

• By calling us toll free at +1-300-88-4847

• By email to cs.mal@qbe.com.my

• By faxing us at: +60 (3) 7873 7427

• Or write to us :

QBE Insurance (Malaysia) Berhad No. 638, Level 6, Block B1, Leisure Commerce Square, No. 9, Jalan PJS 8/9, 46150 Petaling Jaya, Selangor. Postal Address P.O. Box 10637, 50720 Kuala Lumpur.

• Visit any of our 15 branches available nationwide

• For more information, please visit our website :

Once we receive this information, we investigate your complaint and work towards a resolution. In the event you do not believe your complaint has been resolved fairly, please inform us and we will provide you with the alternative avenue for dispute resolution.

Customer Service

We are driven by excellence in customer service and aim to provide all our customers with first class services. We shall therefore promptly respond to all your communications as per our service level set out below:-

Walk-In Customers

• Customer waiting time within 10 mins

Telephone enquiries to our Call Centre at 1-300-88-4847

• answer call within 3 rings.

• enquiries will be responded at the point of contact or within 3 working days (if the enquiry requires some reference to other departments).

Written enquiries via e-mail, letter and fax

• an acknowledgement of the enquiry will be given by QBE Insurance (Malaysia) Berhad.

• a written reply, response or resolution : on the same day or within 3 working days from date of receipt.

Policy Issuance

1. New and Existing Customer:

• Motor E-policy – Immediately Manual: 5 working days (with the exception of new vehicles to be registered with JPJ)

• 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):

• Motor - within 3 working days

• Non-Motor - within 5 working days

3. Renewal notice issuance: 30 calendar days before expiry of existing policy.

4. Cancellation of policy (including refund of premium).

• Motor - within 5 working days

• Non-Motor - within 7 working days

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

Complaints

1. An acknowledgment of the complaint will be given by QBE Insurance (Malaysia) Berhad.

2. All complaints will be responded with a resolution (if possible) within 14 days from the notification date.

3. In the event a feedback requires further investigation, you will receive an acknowledgment from us within 14 days stating the reason of the delay and we shall provide the final resolution within 30 days.

4. If we are unable to provide a resolution to your feedback within 30 days (due to the need to obtain material information or document from a 3rd party), you will receive the status update of the progress on a monthly basis. Upon receiving the required information or document, a resolution will be given within 14 days.

5. If our complaint resolution is does not satisfy you, following are the channels available for complaints on insurance related matters. You may contact:

1. OMBUDSMAN FOR FINANCIAL SERVICES
   LEVEL 14, MAIN BLOCK MENARA TAKAFUL MALAYSIA.
   NO. 4, JALAN SULTAN SULAIMAN
   50000 KUALA LUMPUR

   TEL : +603-2272 2811
   FAX : +603-2272 1577
   Email: enquiry@ofs.org.my
   Website: www.qbe.com.my




2. LAMAN INFORMASI NASIHAT DAN KHIDMAT (LINK) BANK NEGARA MALAYSIA
   P.O BOX 10922 50929 KUALA LUMPUR

   TEL: 1-300-88-5465
   FAX: +603-2174 1515 Email: bnmtelelink@bnm.gov.my

What you can expect

It is our endeavor to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 7 working days.

If documentation/information is incomplete, you shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.

For normal cases, customers will receive a further update on the progress in 14 working days.

For more complex claims cases (or where there is insufficient documentation), customers will be updated on the progress within 30 working days.

If a customer is not satisfied with the claims decision, they can write to us via available channels as mentioned above.

For documentation related to a specific claim, refer to Claims Documents

How we fight fraud

QBE Insurance (Malaysia) Berhad is committed to preventing fraud and we have various detection measures in place to reduce the possibility of fraud. We encourage all our stakeholders to inform us of any suspicions of fraud.

When a fraud is suspected, alleged or detected, we will fully investigate the matter, and work closely with the relevant authorities to ensure that justice is served. We will also implement all necessary measures to recover or minimise any losses.

How we protect your privacy

QBE Insurance (Malaysia) Berhad has a Privacy Policy to help protect the safety and security of the usage of clients' personal information.

Our Privacy Policy is based on strong security measures, responsible privacy standards, safe operations of its delivery channel for data transmission between the insured and the insurer, and also strict guidelines on the usage of clients' information by our employees.

When we reject an application for purchase

QBE Malaysia also reserves the right to accept or reject your application to purchase our product. If we do reject an application to buy our insurance, you can expect to be informed of such along with our reasons for rejecting the application within seven working days.