AmMetLife Takaful Berhad Client Charter


INTRODUCTION


At AmMetLife Takaful Berhad, customers are at the heart of everything we do. We aspire to fulfill the needs of our customers by being clear and transparent to enable our customers to enjoy better financial security.

We are focused on meeting our customers’ diverse needs with innovative solutions at different stages of their lives, making it easier and simpler for families and individuals to achieve financial security and pursue more from life.

We are committed to continuously deliver suitable financial solutions for all our customers to help them live confidently today and be ready for tomorrow.


EASY TO REACH


We're always ready to assist our customers in providing efficient and effective responses when handling enquiries and complaints. Customers can contact us through these channels:

  • Call our Customer Care Centre at 1300 22 9777
  • Email us at: customercare@ammetlifetakaful.com (For enquiries / complaints)
  • To SMS: Type AMT< space >Message and send to 33911
  • Fax to us at 03 2171 3000
  • Visit any of our 16 AmMetLife branches nationwide
  • Write to us at:
         Customer Care Centre
         AmMetLife Takaful Berhad
         Level 6, Menara 1 Sentrum
         No. 201, Jalan Tun Sambanthan

For more details, please visit www.ammetlifetakaful.com


OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS


We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.

We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem 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 them 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.
  • 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 commit 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 distribution 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. Account Information - your name, NRIC number, and Certificate number
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.) and your 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 us as well.

Once we receive this information, we will be able to look into your enquiry or investigate your complaint and work towards a resolution.

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 claims above RM 100,000 or Financial Mediation Bureau (FMB) for claims up to RM100, 000.

Pengarah
     Jabatan LINK & Pejabat Wilayah
     Bank Negara Malaysia
     P.O Box 10922
     50929 Kuala Lumpur
     Tel: 1-300-88-5465
     Fax: 03-2174 1515
     E-mail: bnmtelelink@bnm.gov.my

The Mediator
     The Financial Mediation Bureau
     Level 214, Main Block Menara Takaful Malaysia
     No. 4, Jalan Sultan Sulaiman
     50000 Kuala Lumpur
     Contact No.: 03-2274 2811
     Fax No.: 03-2274 5752
     Email: enquiry@fmb.org.my

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


We strive to provide timely responses to all interactions with us.

  1. Phone Enquiries
    • Responses to our automated voice response enquiries are instant
    • Calls are answered within 20 seconds.
    • Resolution within 3 working days for enquiries requiring follow up.

  2. Enquiries via e-mail and correspondence
    • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
    • Email responses would be given within 48 hours from the date of receipt for non-complex enquiries.
    • Correspondence would be replied within 3 working days from the date of receipt for non-complex enquiries.
    • You will be updated regularly if enquiries are complex requiring in depth investigation.

  3. Walk-in Customers
    • Walk-in customers will be served within 15 minutes.

PROMPT RESPONSE TO COMPLAINTS


We strive to provide timely responses to all your interactions with us.

  1. Complaints via phone
    • Customers that call in to complain will be guided to write in to our Customer Resolutions Unit.

  2. Complaints via e-mail and correspondence
    • Please send in your written complaint accompanied with your signature. If you are not the Certificate Holder, an Authorisation Letter from Certificate Holder authorising the complainant to take action on behalf of the Certificate Holder must be attached together as well.
    • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
    • As for non-complex case, we endeavor to resolve within 14 working days from the date of complaint.
    • The customer will be updated regularly if complaints are complex requiring in-depth investigation. A decision in writing will be conveyed to you not later than 30 working days from the date of complaint.

  3. Walk-in Customers
    • Walk-in customers will be served within 15 minutes.

DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS


It is our endeavor to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 8 working days. The claims procedure is as follows:

  • Claims registration, complete documentation (stamp date received).
  • Claims assessment will be done in 4 days.
    1. For normal cases, customers will be updated on the progress within 8 days.
    2. For complex claims cases (insufficient documents), customers will be updated on the progress within 8 days after receiving sufficient documents.

  • Cheque issuance by the Finance department will take 3 working days.
  • It will take 1 working day to send out to customers any cheques received from the Finance department.

We strongly recommend you to submit your bank account details in the claim forms for us to directly credit any claim proceeds to your account.

If you are not satisfied with the claims decision, please write to us at:

     Customer Resolutions Unit
     AmMetLife Takaful Berhad
     Level 22, Menara 1 Sentrum
     No. 201, Jalan Tun Sambanthan,
     50470 Kuala Lumpur

Or email us at: customercare@ammetlifetakaful.com


ANTI-FRAUD STATEMENT


AmMetLife Takaful Berhad is committed to provide the highest quality products and services through the integrity and ethical practices of its employees and business partners. AmMetLife Takaful Berhad in collaboration with global expertise, MetLife, has implemented a comprehensive plan to prevent, detect, and investigate fraud throughout its corporate family, which includes AmMetLife Takaful Berhad. Our approach to fraud control is focused on maintaining a legal, compliance and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud. We believe in zero tolerance to fraud.


SHARIAH COMPLIANCE


At AmMetLife Takaful Berhad, Shariah has been recognised as the overarching principles which govern all aspects of businesses and operations. The people at AmMetLife Takaful Berhad, shall adhere and ensure, their activities and day-to-day transactions are compliant with Shariah principles. Pursuant to that, the qualified Shariah officers are employed to undertake the responsibilities and provide a guidance from Shariah perspectives, under the supervision of the prominent Shariah Committee members.


KEY POINTS TO REMEMBER


Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some key points which could help you in making the right decision pertaining to your Certificate.

  1. Free Look Period
    • The free look period starts from the date you first received your new Certificate document.
    • If you decide to cancel your Certificate, you may return the Certificate for cancellation within 15 days upon receipt of the Certificate document. Please inform us by writing, on your intention and return the Certificate document back to us.
    • The full contribution less any medical expenses incurred in issuing the Certificate will be refunded if cancellation is made during the free look period of 15 days.
    • In relation to Investment-Linked Takaful Products, if the Certificate is cancelled by the Certificate Holder within 15 days of receipt of the Certificate, AmMetLife Takaful Berhad shall refund:
      1. the Wakalah fee; AND
      2. the prevailing value of units (if any) in the Participant’s Investment Fund (PIF) at the Unit Price at the Next Valuation Date; AND
      3. any Tabarru’s and monthly service fee that have been deducted
      Less expenses which may have been incurred for the medical examination of the Participant.

  2. Your Personal Information
    We are committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have in place strong security measures to prevent unauthorised access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality
    • Your personal information will only be used by AmMetLife Takaful Berhad authorised personnel in the course of processing and administering your Takaful Certificate.
    • Your data will never be shared with another party that is not authorised by AmMetLife Takaful Berhad to process or administer your Certificate.

  3. Comprehensiveness and Transparency in Product Information
    We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services

  4. Disclaimer
    We reserve the right to accept or reject an application to participate in our product/s. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

    AmMetLife Takaful Berhad does not warrant the accuracy, adequacy or completeness of the information in the Client Charter and expressly disclaims liability for any delays, errors or omissions in the information provided. In addition, AmMetLife Takaful Berhad may, from time to time, at its absolute discretion, change, delete or replace the information provided therein.

    The information contained in this Client Charter is strictly to be read and construed as general information for quick reference purposes only and is not intended to, and does not create any legally binding rights or obligations.

    Should you require more information or further details regarding your Certificate, please contact us via our channels listed on the EASY TO REACH section on page 1 of this Client Charter. Alternatively, you may also contact your friendly AmMetLife Takaful agent for any assistance required for your Certificate.