We are committed to provide efficient and effective services in handling complaints and enquiries. We will actively seek feedback, suggestions or complaints on how we can serve customers better. You can contact us through these channels:

• Visit any of our Branches nationwide
• Call Etiqa Oneline at 1 300 13 8888
• Register for MyAccount (submit your enquiries/complaints via e-Service Request)
• Write to us at:

Complaint Management Unit
Level 5, Tower B
Dataran Maybank
No. 1, Jalan Maarof
59000 Kuala Lumpur
E-mail: cmu@etiqa.com.my
Fax : +603 2785 3093

Alternatively, you may submit your feedback via our website here or via our Facebook.

To help us resolve your enquiry/complaint promptly, it is important that you give us as much information as possible when you contact us.

1. Account Information - your name, certificate number or account number. We will perform a verification process on the customer.
2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
3. Enquiry/Complaint Information - the details of your enquiry/complaint in order for us to work further in providing you with a satisfactory resolution. If you have evidence to support your enquiry/complaint, please provide as well. We will communicate clearly on the issue and gather adequate information for an informed resolution.

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

If you feel that your dispute has not been resolved fairly, you have the option of referring the matter to the Ombudsman for Financial Services (OFS), subject to the scope of OFS which is available at www.ofs.org.my, within six months of receiving our decision or to Bank Negara Malaysia (BNM).

We strive to respond in a timely manner:

1. Walk-in Customers
   • Customers will mostly be served within 10-15 minutes.


2. Phone Enquiries
   • Responses from our automated voice response are instant.
   • Calls will mostly be answered within 20 seconds.
   • Straight-forward enquiries will be addressed immediately.
   • We strive to settle enquiries that require a follow-up within 5 working days. However, complex cases may take more than 5 working days.


3. Enquiries via Email
   • An automated response to acknowledge receipt will be forwarded to you upon receipt of your email.
   • We strive to provide a resolution to your enquiry within 3 working days from the date of receipt. However, complex cases may need more time to resolve. You will be updated regularly if your enquiry requires in-depth investigation.

• An acknowledgement will be sent to you within a working day upon receipt of your complaint.
• A response will be sent you within 14 working days from the date the complaint is received.
• If the case requires further investigation, you will be contacted on the reasons for the delay and the need for additional time.
• A progress update will be issued every 30 working days until the case is resolved.

We will strive to help customers find the right product to suit their needs.

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 Customer's Needs
   In order to understand the customers’ profile adequately, takaful operators 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.
      
4. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

We aim to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you will need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 14 working days with regard to the status of your claim. In some cases, it may take a longer period to finalise the claim due to incomplete document or further information is required. If you require assistance or are not satisfied with the claim decision, please contact us via our website at www.etiqa.com.my/en/feedback or you may write to our Complaint Management Unit at cmu@etiqa.com.my.

If you are not satisfied with the final decision with regard to your appeal, you may write to the Ombudsman for Financial Services (OFS) within six months of receiving the decision. Please refer to the scope of OFS at www.ofs.org.my. If the dispute is beyond the scope of the OFS, you may call or write to Bank Negara Malaysia (BNM).

OFS
Chief Executive Officer
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 no. : 603 2272 2811
Fax no. : 603 2272 1577
Email : enquiry@ofs.org.my
Website : www.ofs.org.my

Bank Negara Malaysia
Customer Service Centre
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Ground Floor, D Block,
Jalan Dato' Onn,
50480 Kuala Lumpur

Contact Centre (BNMTELELINK):
Jabatan LINK & Pejabat Wilayah,
Bank Negara Malaysia
P.O. Box 10922,
50929 Kuala Lumpur
Tel no. : 1-300-88-5465 (local) / 603-2174-1717 (overseas)
Fax no. : 603-2174 1515
Email : bnmtelelink@bnm.gov.my

We will respond within 7 working days of receiving your claims submission. Our claims procedure is as follows:

• Claims registration, complete documentation (stamp date received).
• Claims assessment:
  • For non-complex claims, you will be updated on the progress in 7 working days.
  • For complex claims (insufficient documents), you will be updated on the progress in 14 working days.

We will respond within 14 working days of receiving your claims submission. Our claims procedure is as follows:

• For legitimate, straightforward cases with full documentation, we will settle your claim within 14 working days.
• For complex cases (insufficient documents/require further investigation), you will be updated on the progress in 14 working days.

Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad are committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal 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. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

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 that of your future generation. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some important points here 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 have 15 days from the date you first received the certificate document. Please write to the company to confirm your intention.
   • The full contribution will be refunded if cancellation is made during the free look period.


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 unauthorized 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 Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad authorized personnel in the course of processing and administering your certificate.
   • Your data will never be shared with another party that is not authorized by Etiqa Family Takaful Berhad and Etiqa General 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. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.
   
   Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad do 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, Etiqa Family Takaful Berhad and Etiqa General 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 shall not in any event be treated as a binding contract in any way whatsoever.
   
   You are advised to contact Etiqa Family Takaful Berhad and Etiqa General Takaful Berhad or its agents for further details and more in-depth information.