Client Service Charter - Our Promise to You

The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

1. We commit to embed fair dealing into our institution’s corporate culture and core values
   • We will set minimum standards on fair business practices in all dealings with our customers. This includes providing services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information.
   • We will train all staff attending to customers to provide quality advice and recommendation;
   • We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.
2. We commit to ensure that customers are provided with fair terms
   • We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
   • We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language;
   • We will ensure that the terms and conditions in our contracts or agreements are not altered without prior notification to customers.
3. We commit to ensure that customers are provided with clear, relevant and timely information on our financial services and products
   • We will provide customers with relevant and timely information in a product disclosure sheet;
   • We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
   • We will ensure critical terms are brought to customers’ attention and explained to the customers.
4. We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers
   • We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
   • We will avoid or clearly disclose actual or potential conflicts of interest;
   • We will ensure that intermediaries and agents remuneration takes into consideration whether key performance indicates relating to fair treatment of customers have been achieved.
5. We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances
   • We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
   • We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
   • We will ensure that our customers’ data and privacy are safeguarded.
6. We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner
   • We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
   •  We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
   •  We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.
7. We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents
   •   We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
   •    We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
   •     We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.

Zurich Malaysia is committed to fair and responsible business and prohibit all forms of bribery and corruption, as well as any business conduct that could create the appearance of improper influence. Our commitment to anti-bribery and anti-corruption is articulated in our Zurich Group's Code of Conduct.

The Anti-Bribery and Anti-Corruption (“ABC”) Local Standard with reference to the Malaysian Anti-Corruption Act 2009 (“MACC Act 2009”), sets out the minimum standards of conduct and guiding principles that applies to Zurich Malaysia and all its associated persons including but not limited to directors, employees, agents, representatives, service providers, etc. regardless of level, designation, scope of work and service provided.

Zurich is committed to fraud control by placing a great emphasis on proactive prevention measures. This includes the enforcement of stringent detection policies and procedures to reduce the possibility of fraudulency. Our fraud controls focus on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and flag any suspicion of fraud.

Fraudulent activity with regards to insurance is defined as a person who knowingly acted with the intent to defraud any insurance company or any other person either by means of:

• Concealing or withholding information concerning any material fact in order to obtain an insurance policy / takaful certificate, or benefit under an insurance policy / takaful certificate; or
• Submitting an application for insurance / takaful or claim containing any false information.

Zurich has zero tolerance for fraud in every way. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter through our elaborate procedures to prevent, detect and respond to any fraudulent activity. We will work closely with the relevant authorities to ensure that justice is served. We will also implement measures to recover as well as to minimise losses. We may pursue legal action to recover any loss incurred and/or take the necessary steps to enable the authorities to initiate prosecution of any fraudulent insurance / takaful act, in order to safeguard the interest of Zurich and its stakeholders, including its policy / certificate holders.

We will do our best to settle justified claims promptly through standardised procedures in our claims administration. Our claims process is dependent on the sufficiency of the documentation submitted by the claimant. Details of our claims management process are as follows:

Life Insurance and Family Takaful

General Insurance and General Takaful

Note: Should policy / certificate holders feel dissatisfied with the insurance company in handling their dispute, you may contact OFS for assistance. Refer to section Ombudsman For Financial Services.

• As our measure of dedication to you, we handle every complaint as a top priority, we treat them confidentially and we do our best to respond as quickly as possible. We acknowledge the importance of every complaint and use them as an opportunity to learn how to improve our services in all aspects of the customer experience.

  For any policy / certificate-related complaint or dispute, please get in touch with us via any of the following channels:

  Visit Us

  Walk in to any of our
  Zurich branches nationwide.

  Call Us

  Contact our Call Centre at
  1-300-888-622.

  Email Us

  Email us at feedback@zurich.com.my

  Write to Us

  For complex cases, we strongly advise you to write to us officially. Attention your feedback to:

  Customer Experience
  Zurich Insurance / Zurich Takaful
  Level 23A, Mercu 3,
  No 3, Jalan Bangsar, KL Eco City,
  59200 Kuala Lumpur, Malaysia

   

  COMPLAINTS MANAGEMENT PROCESS	SERVICE EXCELLENCE STANDARD
  Acknowledgement of Receipt	You will receive an acknowledgment letter within 2 working days from the receipt of your feedback.
  Progress Update	For non-complex enquiries, we will work towards a resolution within 14 calendar days from the receipt of your feedback. If more time is required, updates will be provided every 14 working days thereafter until a resolution is reached. For complex enquiries in which we may not be able to offer you a resolution within 14 calendar days, you will be sent a notice of extension. Rest assured, we will initiate an in-depth investigation to make a fair assessment of your case. We shall update you of the progress every subsequent 30 calendar days until the issue is resolved.

  Note: Should policy / certificate holders feel dissatisfied with the insurance company in handling their dispute, you may contact OFS for assistance. Refer to section Ombudsman For Financial Services.

It is important that you provide us with as detailed information as possible to allow us to work quickly to resolve your issue.

When you contact us, be sure to provide the following:

Account Information

Your full name and policy / certificate number or account number or NRIC.

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 at certain hours, be sure to inform us.

Complaint Information

Details of your complaint: what your complaint is about, what happened, when did it happen and who was involved. If you have evidence to support your complaint, please also include it.

All complaints received will be registered 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 kept in the system for easy monitoring, tracking, retrieval and analysis.

At Zurich, we take your enquiries and feedback seriously. If we have not met your expectations, please let us know and we will work with you to enhance your overall experience in dealing with us. Likewise, if we have exceeded your expectations, we’d be glad to hear about it too. Whatever your feedback, it is important to us as it will help us continue to serve you better.

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

Your privacy is important to us, which is why we put great emphasis to ensure your personal data under our care, is safe and secured. We have developed a privacy policy that covers how we use, process, disclose, safeguard and retain personal data. All of which are in accordance to Personal Data Protection Act 2010 (“PDPA”) and the laws of Malaysia.

We have also implemented security measures to protect any form of unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data:

• Your personal information will only be used by Zurich’s authorised personnel in the course of processing and administering your insurance policy / takaful certificate.
• Your data will never be shared with another party that is not authorised by Zurich to process or administer your policy / certificate.

To understand on how we collect, process, use, retain, secure, and maintain accuracy or even how you could access your personal data, see our PDP Notice.

• We take pride in ensuring that you receive the best protection that meet both your personal and/or business needs. Here's our commitment to ensure you have a pleasant experience in dealing with us.

  Life Insurance and Family Takaful

  POLICY AND CERTIFICATE SERVICES	SERVICE EXCELLENCE STANDARD
  Policy / Certificate Issuance	For standard cases, policies / certificates will be issued within 5 working days from the receipt of complete document submission and payment. For non-standard cases which require additional information and assessment (e.g., medical coverage for customers with pre-existing medical conditions), policies / certificates will be issued within 10 working days from the receipt of complete document submission and payment. For policies / certificates with hospitalisation and surgical coverage, the eMedical card will be issued on the following business day after policy / certificate issuance.
  Changes to Policy / Certificate	Non-financial related endorsements to your policy / certificate will be made within 3 working days from the receipt of notification. Financial related endorsements to your policy will be made within 5 working days for standard cases or within 10 working days for non-standard cases.
  Policy / Certificate Reinstatement	We will reinstate your lapsed policy / certificate within 10 working days from the receipt of complete document submission and payment.
  Policy / Certificate Renewal	For policies / certificates with a guaranteed renewal feature, the premium / contribution due notice will be sent out not less than 30 calendar days before the next premium / contribution due date. Notification of revision in the premium / contribution for basic term policies / certificates / riders will be sent out not less than 30 calendar days before the expiry of the policy / certificate / rider.
  Surrender or Cancellation of Policy / Certificate	We will process your request to surrender or cancel your policy / certificate within 10 working days from the receipt of complete document submission. The refund of premium / contribution, if any, will also be made within the stipulated period.

  Note: The timelines above do not take into account onboarding process that we have for our products and services. It is also subjected to circumstances where the policy/certificate is accepted/approved by us and/or full payment of premium/contribution is made and/or complete documents are submitted.

  General Insurance and General Takaful

  POLICY AND CERTIFICATE SERVICES	SERVICE EXCELLENCE STANDARD
  Policy / Certificate Issuance	For motor coverage, e-policies / e-certificates will be issued immediately upon the receipt of payment and policy / certificate acceptance in the system. Manual policies / certificates will be issued within 5 working days from the receipt of payment and policy / certificate acceptance in the system; except for new vehicles which are to be registered with the Road Transport Department (JPJ). For non-motor individual coverage, policies / certificates will be issued within 10 working days from the receipt of complete document submission and payment.
  Changes to Policy / Certificate	Endorsements to motor policies / certificates will be made within 3 working days from the receipt of complete document submission. Endorsements to non-motor policies / certificates will be made within 5 working days from the receipt of complete document submission.
  Policy / Certificate Renewal	The renewal notice will be sent out not less than 30 calendar days before the expiry of the policy / certificate.
  Surrender or Cancellation of Policy / Certificate	We will process your request to surrender or cancel your policy / certificate within 5 working days (for motor coverage) or within 7 working days (for non-motor coverage) from the receipt of complete document submission. The refund of premium / contribution, if any, will also be made within the stipulated period.

  Note: The timelines above do not take into account onboarding process that we have for our products and services. It is also subjected to circumstances where the policy/certificate is accepted/approved by us and/or full payment of premium/contribution is made and/or complete documents are submitted.

To help you make the right decision to protect those you truly love, we have included a few items to guide you. Nothing satisfies us more than knowing we have played a pivotal role in helping you with your policy / certificate. Our relationship with you is built on a platform of mutual trust and respect.

15-day Cooling Off Period (Free-Look Period)

This period starts from the date you first receive your new policy / certificate document. If for some reason you wish to cancel your policy / certificate, you may return the policy / certificate for cancellation within 15 days from the date you first received the policy / certificate document, to which the full premium / contribution paid (less any medical expenses incurred) will be refunded. Please inform us of your decision in writing.

Comprehensiveness and Transparency in Product Information

We are committed at all times to ensure all information and disclosure of our products and services are fair, accurate and comprehensive. We are also committed at all times, to portray our products and services in a clear, easily understood and in no way is deceptive, misleading or falsely represented manner.

Policy / Certificate Servicing Disclaimer

We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 10 working days from the date of complete documents received.

Terminating Your Current Plan to Enter Into a New Plan

It may not be advantageous to switch from one plan to another plan for the following reasons: 

• The new plan may charge a higher premium / contribution based on your current age.
• You may be subject to new underwriting requirements for waiting period, exclusion of specified illness or pre-conditions under the new policy / certificate. You may end up paying additional premium / contribution or being denied coverage if there are changes to your health.
• For most medical and critical illness plans, the waiting period (the duration of which no claim is payable) resumes from the policy / certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing coverage.

At Zurich, we encourage our employees and third parties (include but not limited to intermediaries, contractors/vendors, consultants and customers) to speak up and report any conduct that they believe in good faith violates the laws, regulations, internal policies and our Code of Conduct.

Click HERE to report your concern.