Client Charter

1. We offer an active engagement model where you are made aware of:
   • Multi-channel options and accessibility for making purchases and enquiries.
   • Where and how to provide feedback, suggestions and complaints.
2. 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:
   • Our business intermediaries which include agents and brokers.
   • Our branch, marketing and sales office
   • Online purchase for selected products, click here
   • Customer Service Hotline: 1 300 88 4847 from Monday to Friday (8:30 am to 5:30pm, excluding public Holiday)
   • Email: [email protected]
3. We will inform you of the channel availability which may vary from time to time. 

1. We provide you with various channels to provide your feedback and suggestions. To contact us, please click here.

1. We ensure that knowledgeable and ethical staff and agents are available to serve you.
2. We ensure that our employees and intermediaries are properly trained on products and services offered. Trainings are provided any time a new product is launched. We also run refresher courses on existing products regularly.
3. In order to understand your profile and needs adequately, we will:
   • Listen to you attentively.
   • Acknowledge and properly understand your needs and preferences.
   • Ask for requisite information and documents to advice you accordingly and in accordance with the industry’s Code of Practice on the Personal Data Protection Act 2010.
   • Offer options of suitable products and services to meet your needs and wants.
4. Any options provided to you shall be explained and on an “opt-in-basis”,e.g.. riders, sharing/using your information for marketing and research purposes.

• A clear and concise objective of the charter
• Mission
• Values that we provide to you, such as fairness, transparency, integrity, ethics, professionalism, and timeliness
• Efficient and effective communication channels

1. Delivery of Services: -

Information on turnaround time on delivery of services is made available in the Clients Charter through various channels (head offices / branches / brochures / call centre / website).

2. Standards to be adopted: -

Serve Walk-in Customers within 10 minutes.

1. We will inform you of each step and documentation required to alter, renew, surrender or cancel a policy/certificate, e.g. what happens when there are changes to the policy/certificate, notice on renewal, etc. as well as the consequences arising from any of these actions.
2. We will remind you to inform us of any changes in the risk before renewal, via the renewal notice we issue to you.
3. We comply with the standard operating procedure and timelines that has been set in all our dealings with you:

Note: The timelines above do not take into account the onboarding process/introduction that we have for our products and services and are subject to circumstances where the policy/certificate is accepted/approved by us and/or full payment of premium/contribution is made and/or complete documents are submitted.

1. Sharing product related details, such as product features, product disclosure sheets, terms, and conditions, key facts, and exclusions at the point of sale.
2. Disclosing fees, charges (other than premiums), interest (if any), and obligations related to the use of a product or service (e.g., explaining when premiums need to be paid and coverage warranty).
3. Provide an anti-fraud statement highlighting key points to remember, such as the confidentiality of customer information, a free look period of not less than 15 calendar days, and the insurer’s right to reject or accept applications.

1. Phone
   • Where no follow up is required – we will strive to ensure first call resolution.
   • Where follow up is required – Within 3 working days from the date of the first call. If the case requires more time, we will call and inform you on the extra time needed.
2. Written (Email, fax, written letter)
   • For Email:
     • Provide acknowledgement response within 1 calendar day.
     • 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, insurers / takaful operators will endeavour to provide first touch point resolution immediately.
   • Where follow-up is required – within 5 working days from the date of the first visit.

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

1. We will perform a verification process and communicated an acknowledgment of the complaint received.
2. All complaints will be responded with a resolution (if possible) within 14 days from the notification date.
3. In the event feedback requires further investigation, you will receive an acknowledgment from us within 14 days stating the reason for 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 does not satisfy you, following are the channels available for complaints on insurance related matters. You may contact:
   • FINANCIAL MARKETS OMBUDSMAN SERVICE
     (Formerly known as Ombudsman for Financial Services)
     LEVEL 14, MAIN BLOCK MENARA TAKAFUL MALAYSIA.
     NO. 4, JALAN SULTAN SULAIMAN
     50000 KUALA LUMPUR
     TEL: +603-2272 2811
     Website: https://www.fmos.org.my

      

   • 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: [email protected]

1. Commitment to Service Excellence
   QBE is dedicated to delivering high standards of service for motor insurance customers. Our commitment includes:
   • Providing clear, transparent, and timely communication at all stages of the claims process.
   • Ensuring customers are aware of service levels and standards to expect when dealing with QBE.
   • Upholding fairness and efficiency in addressing customer concerns and claims.
2. Expected Turnaround Times
   We set clear timelines for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner as segmented appropriately by claim type below:

• We will ensure that our agents forward all claims submitted through them to us within 3 working days, except for crime related claims which should be notified within 24 hours from the time of loss.
• If documentation/information is incomplete, we will inform you within 14 working days from the acknowledgement of the claims
• We will update you on the progress of the claim every 14 working days.
• In the event of a catastrophe / disaster we may receive a large number of claims, as such, meeting the timelines stipulated may not be possible. We will therefore aim to provide updates every 20 working days.

3. Repair Network and Policyholder Rights
   QBE is committed to working with a trusted network of repairers, ensuring:
   • Customers have access to reliable and accredited repair facilities.
   • Transparency in repair costs, timelines, and warranties.
   • Assistance in selecting repairers, including clear guidance on what to expect during the repair process.
4. We will inform customers of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction
   • We will provide you with available channels for you to appeal on a decision or for you to raise disputes (i.e. branches / call centre / website / email).
   • In the event you are not satisfied with a claim not being approved or the amount is not the same as what you have claimed, we advise you to refer to the procedure for making an appeal through the Financial Ombudsman Scheme in cases that are within their purview. For more information, please click here.
5. Continuous Improvement
   QBE regularly reviews and updates its practices and services to ensure they remain customer-focused and responsive to evolving needs.

1. We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;
2. We will train all staff attending to customers to provide quality advice and recommendation; and
3. We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

1. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
2. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language; and
3. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

1. We will provide customers with relevant and timely information in a product disclosure sheet;
2. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
3. We will ensure critical terms are brought to customers’ attention and explained to the customers.

1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
2. We will avoid or clearly disclose actual or potential conflicts of interest; and
3. We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved

1. 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;
2. We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
3. We will ensure that our customers’ data and privacy are safeguarded.

1. 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;
2. We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
3. 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.

1. 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;
2. 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
3. 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.