Our Commitment

Our commitment to serve you better is our way to thank you for believing in us.

Client charter

We are committed to serve our customers with total satisfaction and a unique experience through the philosophy of total quality in our service culture.

We create and maintain customer focus

We communicate effectively with customers

We maintain the level of service that we have promised

Service standards

Our service standards are interpreted through the level of service excellence that we aim to deliver.

When we serve you, we will:

treat you with courtesy and respect
be fair, open, responsive and reasonable
give you clear, accurate and timely resolutions or help you to find clarity to your queries
maintain the highest level of transparency, integrity and professionalism.

To help us help you, we ask that you:

treat our staff with courtesy and respect
ensure your application is accompanied by all information and documents required at the time of application
provide us with all information that we request within the specified time frame
provide appropriate feedback on our services via formal feedback channels.

These will be measured through regular client surveys and by monitoring the feedback you provide.

Pillars of commitment

Pillar 1: Takaful Made Accessible

Commitment	Service Level
We will make takaful products easily accessible via various channels, physically and virtually, to obtain information, participate or make enquiries.	We offer an active engagement model wherein customers are aware of: Multi-channel options and accessibility for participating and enquiries. Where and how to provide feedback, suggestions and complaints. We reinforce that takaful is easily accessible via various channels, physically and virtually: Customers are kept informed on the physical and engagement channels available for them to participate in takaful plan or to make enquiries. Specifically, customers have access to the following: - Customer Portal - List of Customer Engagement Channels including PruBSN Contact Centre, Email andall ranches (PruBSN & PAMB) 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.	Customers are provided with available channels to provide feedback and suggestions via: Customer Portal Customer Service Centre: 03-2775 7188 PruBSN e-mail at customer@prubsn.com.my Letter: Level 13, Menara Prudential, Persiaran TRX Barat, 55188 Tun Razak Exchange, Kuala Lumpur, Malaysia We will conduct periodic customer satisfaction feedback/surveys to ensure that customer’s needs are fulfilled.
Expected Outcome	Better Engagement and Improved Services

Pillar 2: Know Your Customer

Commitment

Service Level

We will strive to help customers find the right product to suit their needs.

1. Knowledgeable and ethical employees and intermediaries are available to serve customers.

2. Training:

Ensure employees and intermediaries are properly trained on products and services offered.
Training must be provided any time a new product is launched and regularly as refresher courses on existing products.

3. Understanding Customers’ Needs

In order to understand our customers’ profile adequately, we including our intermediaries shall:-

- Listen attentively to customers.

- Acknowledge and properly understand the customers’ needs and preferences.

- Ask for requisite information and documents to advise the customers 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 the customers’ needs and wants.

4. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

Note: Handling of customer information is governed by Bank Negara Malaysia’s Certificate Document on Management of Customer Information and Permitted Disclosures and insurers shall operate accordingly.

Expected Outcome

Build Trust

Pillar 3: Timely, Transparent, and Efficient Service

Commitment	Service Level
Service Level Target	80% of customers are being served within the expected service level and timelines.
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:- A clear and concise objective of the Charter Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness. 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/call centre/corporate website). 2. Standards to be adopted: Serve Walk-in Customer promptly: - Customer Waiting Time: Within 10 minutes
We will ensure efficient certificate servicing and providing relevant documentation in a timely manner	Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as consequence arising from any of these actions. Customers are to be reminded in the renewal notice to inform the takaful operator of any changes in the risk before renewal. The standard operating procedure on dealings with customers must be clearly complied with.
We will ensure efficient certificate servicing and provide relevant documentation in a timely manner Family Takaful	Family Takaful Certificate Processing Turnaround Time (from receipt of full documentation, information and payment of contribution):- New certificate issuance (upon acceptance in the system): Standard straight through cases: within 5 working days. Additional information required / pre-existing medical condition/ complex cases: within 10 working days. Certificate Changes Non Financial related changes: Within 10 working days Financial related changes: Within 15 working days Surrender/Withdrawal with payout/refund of contribution: Within 10 working days Revival of certificate: Within 15 working day Note: The above commitment is upon receipt of complete documents & fulfill all the acceptance criteria as per PruBSN's guidelines. Notice of Contribution Payment: Contribution due (non auto debit): e-Notification & Letter available in customer portal 20 calendar days after the contribution due date Unsuccessful Deduction (credit/debit card & auto debit): e-Notification will be sent upon unsuccessful deduction & Letter available in customer portal Renewal Notice for Certificate / Term Rider Eligible for Renewal: e-Notice will be available in customer portal & e-Notification sent at least 30 calendar days before the expiry of existing certificate / rider. Cancellation of certificate: 10 working days upon receipt of full documents (including processing of refund of contribution). Note: The timelines above do not take into account on boarding process – Takaful Operator 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: Product related details (i.e. product features, product disclosure sheets, terms and conditions, key facts, exclusions) will be shared at the point of sale. Fees, charges (i.e. any fees and charges other than the contribution) and interest (if any) as well as obligations in the use of a product or service (e.g. when contribution needs to be paid and explaining payment before cover warranty). 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. 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.	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. Written (email, written letter and social media): For Email/Social media: Provide acknowledgement response immediately (if the email is addressed to Customer@prubsn.com.my Acknowledgement to include expected timeline and any other relevant information. Non-complex enquiry – respond within 2 days working days from date of receipt. For Letter: Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries 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.	Acknowledge customer’s complaints/issues within 24 hours of a working day Communicate clearly on the complaint/issue and gather adequate information for an informed resolution. Address the complaint/issue in an equitable, objective and timely manner by informing customers on our decision no later than five (5) working days from the date of the receipt of the complaint For complaints which the company views as complex, we will provide resolution to the customer no later than twenty (20) calendar days from the date of the receipt of the complaint If the case is complicated or requires further investigation, we shall inform the customer of this and send a progress update in ten (10) working days Keep client updated if unable to address issues within the stipulated timeframe Provide information on escalation to higher alternative avenues if the resolved complaint is not to the customer’s satisfaction. Note: Complaints management and timeline is governed by the guidelines spelt out by Bank Negara Malaysia (BNM) and takaful operators will operate accordingly.
Expected Outcome	Customer Satisfaction

Pillar 4: Fair, Timely, and Transparent Claims Settlement Process

Commitment	Service Level
We are committed to providing a fair, timely, and transparent claims experience.	To uphold this commitment, we set clear timelines for the claims process and keep you informed of your claim’s status. Our service standards include: We outline the key claims procedures and assign the appropriate timelines, such as investigation, claims assessment, and related activities Customers shall be informed of the acknowledgement of their claim within 7 working days from the date the claim submission is received. Customers will be advised of the estimated time required for the claims settlement process and the expected service standards. This information will be made available through various channels (e.g., branches, call centre, website). If documentation or information is incomplete, customers will be notified within 14 working days from the date the claim is acknowledged by the Claims Department. A notification will be sent once the decision is finalised. In the event of a catastrophe or disaster, where a large volume of claims may be received and stipulated timelines cannot be fully met, the insurer will strive to provide progress updates every 20 working days.
Escalation and Dispute Resolution	We will provide you with available channels for you to appeal on a decision or for you to raise disputes (i.e. branches / call center / website / email). If any claim is not approved or the amount is not the same as what you have claimed, we will advise you to refer to the procedure for making an appeal through the Financial Market Ombudsman Service in cases that are within their purview. If you are not satisfied with our response or decision, and if your complaint involves a sum of up to RM250,000, you may lodge your dispute to the Financial Market Ombudsman Service (FMOS), within 6 months from the date of our final decision or after 60 calendar days from the date of your dispute was first referred to us of which no response has been received from us, at the following address: Financial Market Ombudsman Service (Formerly known as Ombudsman for Financial Services) Level 14, Menara Takaful Malaysia No 4 Jalan Sultan Sulaiman 50000 Kuala Lumpur Tel: +603 2272 2811 Website: www.fmos.org.my Or If your complaint does not fall within the purview of the FMOS, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address: BNMTELELINK, 4^th Floor, Podium Bangunan AICB, No.10, Jalan Dato’ Onn. 50480 Kuala Lumpur Tel: 1-300-88-5465 (Overseas: +603 2174 1717) Fax: 03-2174 1515 Website: bnm.gov.my/BNMLINK
Expected Outcome	Provide Peace of Mind to Customer

Treat customers
fairly charter

The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

We commit to embed fair dealing into our company’s corporate culture and core values	We will set minimum standards on fair business practices in all dealings with our customers. This includes providing products and services suitable to our customers’ financial conditions and preserving the privacy of our customers’ data; We will train all staff attending to customers to provide quality advice and suggestions; We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.
We commit to ensure that customers are provided with fair terms	We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers; We will ensure that terms and conditions set out the respective rights, charges and duties in as plain language as possible; We will ensure that the terms and conditions in contracts or agreements are not altered without prior notice.
We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products	We will provide customers with relevant and timely information in a product disclosure sheet; We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner; We will ensure critical terms are brought to customers’ attention and explained to the customers.
We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers	We will conduct promotions and marketing of our products and services honestly and will not make false claims; We will avoid or clearly disclose actual or potential conflicts of interest; We will ensure key performance indicators and processes relating to fair treatment of customers are consistently monitored.
We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances	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; We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; We will ensure that our customers’ data and privacy are safeguarded.
We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner	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; We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; 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.
We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents	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; We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; 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.

Service guide

We maintain a high level of service among our agents and other intermediaries as part of our commitment to you.

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