Client Charter

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

Our client charter is a way of ensuring that;

  • We create and maintain a 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 a clarification to you query.
  • 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.

Get in touch with us

You can contact us through these channels:

Branch
Visit any of our branches nationwide and we will;

  • Attend to you within 10 minutes of joining the queue
  • Respond to all general correspondence on the same day. If this is not possible, we will provide a response within two (2) working days
  • Process all applications in accordance with the published time frame

Our branches are open between 8:45 am and 4:15 pm from Monday to Friday, and Sunday to Thursday for Kota Bharu (excluding public holidays).

Customer Service Centre
You can call us at +603 20537188 and we will;

  • Endeavour to answer phone calls promptly
  • Respond in plain and appropriate language
  • Follow up with a reply within an agreed time if the information is not immediately available
  • Ensure that our processes are clear to you

Our Customer Service Centre operates between 8:30 am and 5:15 pm, Monday to Friday (excluding public holidays).

Letter
Write to us at:

Prudential BSN Takaful Berhad
Customer Correspondence Unit
Customer Service Department
Level 8A, Menara Prudential
No. 10, Jalan Sultan Ismail
50250 Kuala Lumpur

E-Channels
Reach out to us via;

We will acknowledge your enquiries and provide a likely time frame for our response within two (2) working days of receipt of your e-mail, letter and/or online feedback. Within four (4) working days of receiving your enquiry, we will advise you of our response or decision. If it is not possible to give you a full response within these time frames, we will provide you with an explanation and advice on an expected date that we will be able to provide a full response.

Complaint handling

We will acknowledge complaints within two (2) working days and we will provide you with a response or decision within ten (10) working days. If it is not possible to give you a full response within these time frames, we will give a written explanation and advise you a date or time frame on when you can expect a full reply from us. Once we have finalised the investigation, we will inform you of our decision within two (2) working days.

In order to resolve your complaint, it is important that you furnish us with as much information as possible. When you contact us, please provide us with the required information as follows:

  • Certificate information – your name, certificate number and person covered
  • Contact details – your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, e-mail, etc). If you wish to be called only during certain hours, please let us know.
  • Complaint information – Details of your complaint, occurred incidences, time and duration of its occurrence and parties who were involved. It would be helpful if you could provide us with evidence to support your complaint.

Recording of complaints

All complaints received are recorded in a system and a reference number is assigned to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

For more information, please refer to the Making a Complaint section.

Feedback

Your feedback is valuable to us as it is an indicator of our service standards. We welcome feedback in the form of compliments, complaints, statements or even a word on how your engagement with us has been. You may write and tell us;

  • About a positive experience you have had
  • A comment or suggestion on how we can improve our services
  • A complaint if you are not satisfied with the service you have received, or feel you have not been treated fairly or reasonably by us, or by intermediaries delivering services on our behalf.

You can give us your feedback through:

  • Servicing personnel at our branches
  • Customer Service Centre at +603 20537188 or fax to +603 27258585
  • E-mail: customer@prubsn.com.my
  • Feedback Form
  • SMS: Type PruBSN <space> Feedback <Type your feedback> and send to 33080
  • Writing a letter to:

    Prudential BSN Takaful Berhad
    Customer Correspondence Unit
    Customer Service Department
    Level 8A, Menara Prudential
    No. 10, Jalan Sultan Ismail
    50250 Kuala Lumpur

All our communication to you will be transparent and clear. We will ensure that our front liners are equipped with the necessary skills and business knowledge to serve you. We will use plain language in our assistance and where jargon is unavoidable, it shall be explained clearly.

Delivering our promise through our claim process

We aspire to settle justified claims promptly through standardised procedures in our claims administration. To facilitate your claim, we need you to submit sufficient documentation.

Once your submission is complete, you may expect a response from us within ten (10) working days. If you are not satisfied with any of the claim decisions, please write to us at:

Customer Correspondence Unit
Customer Service Department
Prudential BSN Takaful Berhad
Level 8A, Menara Prudential
No. 10, Jalan Sultan Ismail
50250 Kuala Lumpur

You may also e-mail us at customer@prubsn.com.my or call us at +603 20537188.

Anti-fraud statement

We value our reputation for financial probity and reliability. We recognise that over and above any financial damage suffered, fraud may also reflect adversely on our image and reputation. Our aim therefore is to limit the company’s exposure to fraud by:

  • Encouraging our employees to be vigilant and to report any suspicion of fraud, providing them with suitable channels of communication and ensuring sensitive information is treated appropriately.
  • Continuously investigating instances of alleged fraud and pursuing perpretrators to seek restitution. Measure to minimise losses will be implemented.
  • Assisting the regulatory bodies and all other appropriate authorities in the investigation and prosecution of those suspected of fraud.

Shariah compliance

Our priority in providing financial solutions to our customers is to ensure that the products and services we offer are compliant with the principles of Shariah. We have put in place a proper structure and process whereby our business operations are conducted within the rules set by Shariah Committee. Additionally, we appoint Shariah officers to ensure that the advice and recommendation given by the Shariah Committee are executed accordingly.

Key points to remember

To strengthen your trust, we have included some items which could help you in making the right decision pertaining to your certificate.

Free-look Period

  • The free-look period starts from the date you first received your new certificate document.
  • If you decide to cancel your Takaful plan, you may do so within 15 days from the date you first receive the certificate. Please write to us to confirm you intention and we shall refund all contribution paid after deducting any medical expenses incurred in accepting your proposal.

Terminating your Takaful Coverage to Enter into A New Takaful Plan
Did you know that you will lose out when you lapse or surrender an existing Takaful certificate in order to replace with another certificate by the same or a different Takaful operator?

  • The new certificate is usually of a higher contribution based on the current age
  • Your contribution may be higher or be denied Takaful coverage if there are changes to your health
  • In most medical and critical illness certificate, the waiting period when no claim is payable resumes from the certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your Takaful coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing certificate.

Contribution Payment

  • For your convenience, we encourage you to use credit card auto debit facilities to make payment for your contribution
  • Payment can also be made via bank auto debit
  • Internet banking via selected banks
  • Alternatively, you can pay with cash directly to our service centres or specified banks. If you are making your contribution payment by cheque, always ensure that the cheque is payable only to Prudential BSN Takaful Berhad.

Your Personal Information

We will treat your personal information with confidence, discretion and sensitivity. We will collect, store and use your personal information responsibly and in accordance with any existing laws and regulations.

Comprehensiveness and Transparency in Product Information
We strive to ensure that our products and services provide fair treatment to our customers at all times in line with our values and mission to be a customer centric Takaful operator. We shall not for this purpose engage in deceptive, misleading or false representation with regards to the products and services we provide.

Common Documentation for Ease of Processing via E-Forms
We make these forms online for your convenience. You can download these forms here.

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