Chubb Insurance Malaysia Berhad
Registration Number: 197001000564 (9827-A)
At Chubb Insurance Malaysia Berhad, our mission is to ensure that our customers develop confidence in us and we aim to become an efficient service provider that is ever ready to listen and solve problems on all insurance matters involving our customers.
As part of our continuous efforts to improve our services, we commit to uphold the following service standards.
We make insurance products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.
We offer an active engagement model wherein our customer is aware of:
Our insurance products are easily accessible via various channels, physically and virtually.
Our customers are kept informed on the physical and engagement channels available for them to purchase products or make enquiries.
We will conduct periodic customer satisfaction feedback/surveys to ensure that our customers’ needs are fulfilled.
Any options provided to our customers shall be explained and on an “opt-in-basis” e.g. riders, sharing/using customer information for marketing and research purposes.
We will ensure efficient policy servicing and provide relevant documentation in a timely manner as follows:
Note: The timelines above do not take into account onboarding process – we have our own onboarding process/introduction to our products and services.
Our 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 consequences arising from any of these actions.
Our customers are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.
The standard operating procedure on dealings with our customers must be clearly complied with.
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 branches/ brochures/ call centers/ social media/ website:
We will follow through and provide the requisite answers/updates to our customers’ queries & complaints promptly as follows:
We will ensure consistent and thorough complaints handling by adopting the following:
We will set clear timelines for claims settlement process and strive to settle claims within these prescribed timeline in a transparent manner by adopting the following procedures:
If the claims settlement/rejection is not to our customers satisfaction, they may write to us at:
Chubb Insurance Malaysia Berhad
38 Jalan Sultan Ismail
50250 Kuala Lumpur
Fax: +6 03 2058 3333
Toll free: 1800-88-3226
If our customers are still not satisfied with our response, they may contact:
Bank Negara Malaysia
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Ground Floor, D Block
Jalan Dato’ Onn
50480 Kuala Lumpur
Tel: 1-300-88-5465 (Local) / +603 2174 1717 (Overseas)
Fax: +603 2174 1515
Ombudsman for Financial Services
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: 03 – 2272 2811
Fax: 03 – 2272 1577
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:
«Any person who is not satisfied with the decision of the Insurer/Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled :…
(Note : for the policy owners who made a claim/report). »