Prudential BSN Takaful

Your Feedback

We are happy to hear your thoughts so we can listen to your needs and serve you better.

How to reach out to us?

A man looking at his document and tablet
Call us
Let us hear your feedback and we’ll resolve your queries as soon as possible.
A couple talking to an agent
Write to us
Write in your feedback and mail it to our Customer Correspondence Unit.
Two ladies talking
E-mail us
Send your feedback to us via e-mail and we’ll work to resolve your queries as soon as possible.

Where to channel your feedback?

Via Customer Service Centre
+603 2775 7188

Via Mail
Customer Correspondence Unit (CCU),
Prudential BSN Takaful Berhad,
Level 12, Menara Prudential,
Persiaran TRX Barat,
55188 Tun Razak Exchange,
Kuala Lumpur.

Via e-Mail
customer@prubsn.com.my

Our complaints
policy and procedure

Our complaints policy and procedure is focused on ensuring fair treatment to you at all times. It aims to:

  • Ensure that lodging a complaint is as easy and straightforward as possible

  • Treat all complaints seriously and confidentially

  • Resolve relevant issues efficiently and effectively for our customers’ and partners’ satisfaction

  • Improve our service delivery by taking customer complaints as our opportunity to learn and grow as we gear further ahead.

 

What you can expect from us?

Acknowledging your complaint

In order for us to effectively deal with your complaint, please provide your complaint details and enclose any supporting documentation that may be relevant.

Once we received your complaint, we will be in touch with you within four (4) working days and provide you a reference number. The reference number will be quoted in all correspondences related to your complaint.

Responding to your complaint

Given that the nature of complaints may vary greatly, we endeavour to resolve your complaint within fourteen (14) working days from the date it was received. The final decision on your complaint will be conveyed to you no later than thirty (30) days from the date the complaint was first lodged. Under certain circumstances, we may require an extended period to provide you with a full resolution. In this case, we will provide you a written explanation along with advice on the expected resolution date for your complaint.

 

Your rights to appeal

Filing an internal appeal to us

To keep your best interest at heart, you have the option to appeal to our Head of Customer Experience & Services at the address below if you are not satisfied with the outcome of our resolution:

Service Quality Management,
Prudential BSN Takaful Berhad,
Level 12, Menara Prudential,
Persiaran TRX Barat, Tun Razak Exchange,
55188, Kuala Lumpur.

We will acknowledge receipt of your appeal in writing within four (4) working days and we will deliberate on your appeal. Our Service Quality Management team will send a full reply within fourteen (14) working days. If this is not a feasible time frame, we will provide a written explanation to advise when you can expect a full reply.

We will also advise you on any action you can take if you are still unhappy with our response.

Filing a third party external review

Ombudsman for Financial Services (OFS) and Laman Informasi Nasihat & Khidmat (LINK) BNM
The Ombudsman for Financial Services and Laman Informasi Nasihat dan Khidmat (LINK) BNM are set-up to offer customers protection and help you resolve any disputes over claims matters between us. If you are not satisfied with a decision we have made, you have the option to seek a third-party review by writing to the following addresses:

Chief Executive Officer,
Ombudsman for Financial Services (664393P),
(Formerly known as Financial Mediation Bureau)
14th Floor, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur.

Fax: +603 2272 1577
Website: http://www.ofs.org.my

BNMTELELINK,
Laman Informasi Nasihat dan Khidmat (LINK),
Bank Negara Malaysia,
P.O Box 10922, 
50929 Kuala Lumpur.

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