Our commitment

Serving you better is how we honour the trust you place in us.

Service standards

The commitments that guide how we serve you

Our service promise

We commit to courteous, fair and transparent service, delivered with professionalism, clarity and care.

We review our performance regularly through client feedback and service monitoring.

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

Helps us serve you better

To make things smoother, here's how you can support us:

  • Treat our staff with courtesy and respect.
  • Submit complete and accurate information with your application.
  • Provide requested information within the stated timeframe.
  • Share your feedback through our official feedback channels

Your input helps us review and improve our service standards on an ongoing basis.

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

Pillars of commitment

CommitmentService 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 and PruBSN Branches
       

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 OutcomeBetter Engagement and Improved Services

CommitmentService 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 OutcomeBuild Trust

CommitmentService Level
Service Level Target80% of customers are being served within the expected service level and timelines.
We will clearly define our responsibilities to customers and uphold them at all times.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 for service timelines across all service categories.
  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 customers promptly:
      • Customer waiting time: within 10 minutes
We will ensure efficient certificate servicing and the timely provision of relevant documentation.
  • 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 the timely provision of relevant documentation for 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):

  1. Standard straight through cases: within 5 working days.
  2. Additional information required / pre-existing medical condition/complex cases: within 10 working days. 
  • Change of Certificate Details (Endorsement):
    - Certificate Changes (Non-financial): within 10 working days
    - Certificate Changes (Financial):
    1. Standard cases - within 5 working days
    2. Non-Standard cases – within 10 working days
    3. Revival: within 10 working days (with payment & complete documentation)
       
  • Renewal notice issuance:
    The mode of reminder and communication for contribution payments varies based on the selected payment method and frequency.
    1. Cash (Monthly payment frequency)
      • Reminder will be sent via SMS, 20 calendar days after the contribution due date has passed.
         
    2. Cash (Quarterly, Half-Yearly, or Annual payment frequency)
      • Reminder will be sent via SMS and physical letter, 20 calendar days after the contribution due date has passed.
         
    3. Recurring Credit/Debit Card or Auto Debit payment mode
      • No contribution due notice or reminder will be issued.
      • An SMS notification will be sent only if the payment deduction is unsuccessful.
         
    • Notification of Revised Contribution to renewable basic term certificate / team rider will be issued via physical letter not less than 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).

  • Issuance of medical card for individuals – Within the next business day of certificate issuance (exclude corporate customers).
     

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, fax, written letter and social media):
  • For Email/Social media:
    1. Provide acknowledgement response within 1 calendar day (if the email is addressed to Customer@prubsn.com.my)
    2. Acknowledgement to include expected timeline and any other relevant information.
    3. Non-complex enquiry – respond within 3 days working days from date of receipt.
  • For Letter or Fax:
    1. 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.
  • 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.
  • A verification process has to be performed on the certificate holder.
  • Communicate clearly on the issue and gather adequate information for an informed resolution.
  • 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.
  • 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.
  • Keep customers 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 OutcomeCustomer Satisfaction

CommitmentService Level
We will establish clear timelines for the claims settlement process and strive to settle claims within the prescribed timeframes in a transparent manner.To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:
  • To state key claims procedures and assign timelines to it, i.e. appointment of investigator, claims assessment, etc.
  • Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims submission.
  • Customers will be informed of the estimated time taken for claims settlement process and expected service standard. This information shall be made available through various channels (i.e. branches/brochures/ call centre/website).
  • If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
  • We will update you on the progress of the claim every 14 working days. If we need more time, customer will be advised on the expected date for claims progress update or decision. We will inform you once the decision is finalized.
  • In the event of a catastrophe / disaster, e.g. large number of claims may be received, as such meeting timelines stipulated may not be possible, the insurers will strive to update every 20 working days on the progress.
We will inform customers of the next level of escalation should the claims settlement or decision not meet their expectations.

To keep the customer informed of the next level of escalation if the claims settlement /repudiation is not to his / her satisfaction.

  • Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branches/brochures/call centre/website).
  • 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:

    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 Ombudsman for Financial Services (OFS), 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:

Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)

Level 14, Main Block, Menara Takaful Malaysia
No. 4 Jalan Sultan Sulaiman
50000 Kuala Lumpur

Tel: +603 2272 2811
Fax: 03-2272 1577
Email: enquiry@ofs.org.my
Website: www.ofs.org.my

Or

If your complaint does not fall within the purview of the OFS, you may refer your complaint to the Laman Informasi Nasihat dan Khidmat (LINK) of Bank Negara Malaysia (BNM) at the following address:

 

BNMTELELINK, Jabatan LINK & Pejabat Wilayah Bank Negara Malaysia,
P.O. Box 10922, 50929 Kuala Lumpur

Tel: 1-300-88-5465 (Overseas: +603 2174 1717)
Fax: 03-2174 1515
E-mail: bnmtelelink@bnm.gov.my

Expected Outcome

 

Provide Peace of Mind to Customers

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 embedding fair dealing principles within our 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 ensuring fair and equitable treatment of vulnerable customers 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.

Download documents

Download these documents for reference or keep a copy of for your records.