• Customers are kept informed on the channels available for them to purchase products or make enquiries.
• Specifically, customers should have access to the following:

• Corporate website (https://www.ammetlife.com/)
• Self-service customer web portal (https://myportal.ammetlife.com)
• List of customer engagement channels, which include call centre, email, and mailing address (https://www.ammetlife.com/support/contact-us/)

Channel availability may vary from time to time, and our customers will be informed accordingly.

Our commitment to enquiries and complaints
We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially when something goes wrong.

We want to know right away if we can improve our service and we welcome your feedback because we genuinely want to resolve any problems you may have. If we have not met your expectations, please let us know. If we have exceeded your expectations, we would be glad to hear from you too.

Our enquiry and complaint handling process is based on the following principles:-

• Acceptance – we recognise that we may not have met your expectations and will accept all enquiries and complaints.
• Ownership – we are responsible for resolving your enquiry and complaint. If we need to pass it to another department due to the nature or complexity of the enquiry and/or complaint, we will inform you accordingly.
• Collection of information – we will be in touch with you to confirm the details of your complaint and/or enquiry for further clarification if we require further information.
• Treatment – we will ensure that your enquiry and complaint will be treated fairly.
• Commitment – we will follow-through on what we have committed to do.
• Timeliness – if we are unable to revert on your enquiry or resolve your complaint immediately, we will strive to respond and resolve it within 14 days for complaints related to operational issues and 30 days for sales related complaints. For enquiries/complaints which may take more time to resolve, we will keep you informed of our progress.
• Responses – we aim to provide you with an accurate response for all enquiries.
• Resolution – we aim to achieve a mutually acceptable resolution for all complaints.

Details of your enquiries/complaints
In order to respond to your enquiries or resolve your complaints, it is important that you give us as much information as possible.

When you contact us, please provide as much of the following information as you can:

1. Policy Information - your name, NRIC number, policy number or certificate of insurance number.
2. Contact Details - your current mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.) and your current correspondence address as well. If you wish to be called only during certain hours, please let us know your preferred time.
3. Enquiry or complaint Information - what your enquiry or complaint is about, what happened, when did it happened and who were involved. If you have documents or evidence to support your enquiry or complaint, please provide it to us as well.
4. Upon receipt of the information, we will be able to look into your enquiry or investigate your complaint and work towards a resolution.
5. If you are not satisfied with the response or the decision of our company regarding your complaint, you may refer to Bank Negara Malaysia (BNM) for a dispute in relation to any monetary limit above RM250,000 or Financial Markets Ombudsman Service for a dispute up to RM250,000.

Recording of complaints
All complaints received are recorded in a register and a reference number is allocated 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 filed for easy monitoring, tracking, retrieval and analysis.

Prompt response to enquiries
Customers are provided with available channels to provide feedback and suggestions via: 

Corporate website
https://www.ammetlife.com

Customer Care Email
customercare@ammetlife.com

Call Centre 
1300 88 8800

Branch Locator
https://www.ammetlife.com/support/contact-us/find-a-service-center/

Feedback Email
feedback@ammetlife.com

Mailing Address
AmMetLife Insurance Berhad 
Level 24, Menara 1 Sentrum,
No.201, Jalan Tun Sambanthan,50470 Kuala Lumpur.

Insurers will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled. 

1. Knowledgeable and ethical staff and agents 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 the customers’ profile adequately, insurers including their agents shall:

• Listen attentively to the 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.

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. Mission. 3. Values to be provided to the customer, e.g. fairness, transparency, integrity, Ethics, professionalism, timeliness. 4. Efficient/effective communication channels. 5. Provide differentiated services for customers with special needs.

To include a clear expectation on time taken for various services: 

1. Delivery of Services:-
   Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels
   (head offices / branches / brochures / call center / website / social media). 
2. Standards to be adopted:-
   • Serve Walk-in Customer Promptly:
   • Customer Waiting Time: Within 10 minutes. 
3. Telephone enquiries to our Call Centre at 1300 88 8800
   • Answer call within 20 seconds
   • Resolution within 3 working days for enquiries requiring follow up.

1. 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 consequence arising from any of these actions. 
2. Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal. 
3. The standard operating procedure on dealings with customers must be clearly complied with.

1. Policy Account Turnaround Time (from receipt of  full documentation, information and payment of premium) :-

o Policy Issuance (upon acceptance in the policy system)
New and Existing Customer:-
o Standard cases – within 5 working days
o Additional information required / pre-existing medical condition / complex cases – within 10 working days

o Change of policy account details (endorsement):
• Policy Changes (Non-financial) : within 3 working days
• Policy Changes (Financial) :
     • Standard cases - within 5 working days
     • Non-Standard cases – within 10 working days
• Reinstatement: within 10 working days (with payment & complete documentation.)

2. Renewal notice issuance:
• For policy with guaranteed renewal, premium due notice will be issued not less than 30 calendar days before the next premium due date.
• Notification of Revised Premium to renewable basic term policy / term rider will be issued not less than 30 calendar days before the expiry of existing policy / rider.

3. Cancellation/surrendering of policy: 10 working days upon receipt of full Documents - to also include processing of refund premium.

4.   Issuance of medical / hospitalization card for individuals - Within same business day of policy issuance.

Note:  The timelines above do not take into account onboarding process – insurers have their own onboarding process/introduction to its products and services.

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:

1. Product related details, i.e. product features, product disclosure sheets, terms and conditions, key facts and exclusions will be shared at the point of sale.
2. Fees, charges (other than premiums), and interest (if any) as well as obligations in the use of a product or service (e.g. when premium needs to be paid and explaining payment before cover warranty).
3. Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days to reject or accept applications.
4. All the above information shall be explained and stated using simple words and in an easy to understand manner.

1.   Phone
• Where no follow up is required - Immediate such as first call resolution.
• Where follow up is required - Within 3 working days from the date of the first call.

2.  Written (Email, written letter & social media)
• For Email/Social media:-
         • Provide acknowledgement response within 1 calendar day. 
         • Acknowledgement to include expected timeline and any other relevant information.
         • Non-complex enquiry - respond within 3 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.

3.  Counter/Branches

• Where no follow up is required, we will endeavor to provide first touch point resolution immediately. 
• Where follow-up is required – within 5 working days from the date of the first visit.

Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.

We are committed to providing accessible, compassionate, and efficient mechanisms for all clients to lodge complaints. 

1. Customers shall be informed of the various options for submitting a complaint through available channels, depending on the insurers channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number and address), website, social media, etc. 

2. A verification process has to be performed on the policyholders. 

3. Communicate clearly on the issue and gather adequate information for an informed resolution.

4. Address the issue in an equitable, objective and timely manner by informing the complainants on insurers’ decision, no later than 14 calendar days from the date of the receipt of the complaints. 

5. If the case is complicated or requires further investigation, insurers shall inform the complainant accordingly and update progress every 14 calendar days.  If not resolved, to update within another 14 calendar days.  Thereafter, after every 30 calendar days. 

6. Keep the complainants updated if unable to address issues within the stipulated timeframe. 

7.  Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, and Financial Markets Ombudsman Service must be clearly provided.

Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers shall operate accordingly.

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:-

1. Customers will be informed of the estimated time taken for claims settlement process and expected service standard.

2. This information shall be made available through various channels (i.e. branches/brochures/call centers/social media/website).

3. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.

4. All claims notifications through agents must reach the insurers within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss. 

5. If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department. 

6. To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.

7. Customers will be updated on the progress / decision every 14 working days. 

8. In the event of a catastrophe / disaster, e.g. a large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.

Note: Claims settlement and timeline for general insurance business is governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices and general insurers shall operate accordingly.

1. Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call center / website).

• Customer Service via
Email to :
customercare@ammetlife.com 
Write to:
AmMetLife Insurance Berhad (197301002252)
Level 24, Menara 1 Sentrum,
No.201, Jalan Tun Sambanthan,
50470 Kuala Lumpur

• Financial Markets Ombudsman Service (FMOS)
Write to:
The Chief Executive Officer
Financial Markets Ombudsman Service,
Level 14, Main Block, Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur

2.  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, 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).