Customer Service Charter

Introduction

At AmMetLife, customers are at the heart of everything we do. We aspire to fulfil 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.

Driven by our vision “To be the Preferred Life Insurer of Choice for all Malaysians”, 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 are always ready to assist our customers in providing efficient and effective responses in handling enquiries and complaints. Customers can contact us through the available channels listed below:

• My Portal at myportal.ammetlife.com. My Portal is a secured, self-service web portal for AmMetLife Policy Owners.
• Any of our 13 AmMetLife branches nationwide
• Call our Customer Care Centre at 1300 88 8800
• Fax to us at 03-2272 3226
• Email us at: 
       customercare@ammetlife.com (For enquiries) 
       feedback@ammetlife.com (For complaints)
• Write to us at: 
       Customer Care Centre
       AmMetLife Insurance Berhad 
       Level 6, Menara 1 Sentrum
       No. 201, Jalan Tun Sambanthan
       50470 Kuala Lumpur
  

For more details, please visit www.ammetlife.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 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.    Account 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.

Upon receipt of the 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 a dispute in relation to any monetary limit above RM250,000 or Ombudsman for Financial Services (OFS) for a dispute up to RM250,000.

     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 

     Ombudsman for Financial Services (664393-P) 
     (Formerly known as Financial Mediation Bureau) 
     Level 14, Main Block
     Menara Takaful Malaysia
     No. 4, Jalan Sultan Sulaiman
     50000 Kuala Lumpur.
     Tel : 03-2272 2811 
     Fax : 03-2272 1577
     E-mail: enquiry@ofs.org.my
     Website: www.ofs.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.    Walk-in customers

• Walk-in customers will be served within 10 minutes.
• First touch point resolution for enquiry without any follow-up required.
• Resolution within 5 working days from the date of first visit for enquiries requiring follow up.

2.    Phone enquiries

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

3.    Enquiries via e-mail

• An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
• Email responses would be given 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.

4.    Enquiries via letter/fax

• Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
• You will be updated regularly if enquiries are complex requiring in depth investigation.

Prompt response to complaints

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

1.    Walk-in customers

• Walk-in customers will be served within 10 minutes.

2.    Complaints via phone

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

3.    Complaints via e-mail and correspondence

• Please send in your written complaint accompanied with your signature. If you are not the Policy Owner, an Authorisation Letter from Policy Owner in authorising the complainant to take action on behalf of the Policy Owner must be attached together as well.
• An acknowledge letter will be sent to complainant upon registration of the complaint.
• As for non-complex case, we endeavour to resolve within 14 days from the date of complaint.
• The customer will be updated regularly if complaints are complex requiring in-depth investigation. Progress update will be sent on 14 days. If not resolved, update in another 14 days. Thereafter, every 30 days.

Delivering our promises through our claims process

To set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline 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. This information shall be made available through various channels (i.e. branches/brochures/call centre/social media/website).

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

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

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

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

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

7.    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 insurer will strive to update every 20 working days on the progress.

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

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

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.

(Note: for policy owners who made a claim/report involving claims settlement/rejection which is not to his/her satisfaction)

     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: +603 2272 1577 
     Email: enquiry@ofs.org.my 
     Website: ofs.org.my 

Anti-fraud statement

AmMetLife is committed to provide the highest quality products and services through the integrity and ethical practices of its employees and business partners. AmMetLife in collaboration with global expertise, MetLife, has implemented a comprehensive plan to prevent, detect, and investigate fraud throughout its corporate family, which includes AmMetLife. 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.

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 policy.

1.    Free look period (Cancellation from inception)

• The free look period starts from the date you first received your new policy document.
• If you decide to cancel your policy, you may return the policy for cancellation within 15 days upon receipt of the policy contract. Please inform us by way of writing, on your intention and return the policy contract back to us together with the Direct Crediting Form for payment to be credited.
• The full premium less any medical expenses incurred in issuing the policy will be refunded if cancellation is made during the free look period of 15 days
• In relation to Investment-Linked Products, if the policy is cancelled by the Policy Owner within 15 days of receipt of the policy, AmMetLife shall refund:

1.    the unallocated Premium; AND

2.    value of Units that have been allocated (if any) at the Unit Price at the Next Valuation Date; AND

3.    any insurance charge and Policy charge that have been deducted

• Less expenses which may have been incurred for the medical examination of the Life Assured.

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 Insurance Berhad authorised personnel in the course of processing and administering your insurance policy.
• Your data will never be shared with another party that is not authorised by AmMetLife Insurance Berhad to process or administer your policy.
• AmMetLife's Privacy Notice and Request for Alteration Form is available at AmMetLife's website and branches.

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 purchase our product/s. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

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

The information contained in this Customer Service 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 your require more information of further details regarding your policy, please contact us via our channels listed on the EASY TO REACH section of this Customer Service Charter. Alternatively, you may also contact your friendly AmMetLife insurance agent for any assistance required for your policy.