Client Charter

1. To promote a sound corporate culture within TPIB which reinforces
   ethical, prudent and professional conduct and behaviour.
2. To approve the relevant SOPs embedded with the SSTLC philosophy to
   achieve the FTFC outcomes.
3. Ensuring appropriate reflection of SSTLC philosophy in TPIB’s business
   strategies and operations.

1. To promote a sound corporate culture within TPIB which reinforces ethical, prudent and professional conduct and behaviour.
2. To embed the SSTLC philosophy into the relevant SOPs to achieve the FTFC outcomes.
3. Integrating SSTLC philosophy in TPIB’s business strategies and operations.
4. Embedding SSTLC philosophy into all stages of the product lifecycle to achieve the FTFC outcomes.
5. Setting and communicating to staff the core values and desired behaviour needed to deliver SSTLC philosophy to achieve the FTFC outcomes.
6. Aligning recruitment, training, appraisals and reward schemes to the desired values and outcomes in accordance with the SSTLC philosophy.
7. Monitoring the SSTLC philosophy in achieving FTFC outcomes and the implementation of corrective measures where the outcomes are not met.
8. Providing avenues for early escalation of concerns affecting FTFC outcomes, including breaches in policies and procedures.
9. Ensure staff and agents are trained on the SSTLC philosophy to achieve the FTFC outcomes.

1. TPIB contracts with financial consumers are:
   1. mainly based on industry association standard contracts wordings and are fair to financial consumers;
   2. expressed in plain language;
   3. presented in a legible and concise manner; and
   4. given appropriate prominence in relation to terms that impose obligations on financial consumers.
2. TPIB financial consumers contracts Product Disclosure Sheets include a prominent statement to remind financial consumers to read and understand the key contract terms before the financial consumers decide to take up the contracts.

1. To facilitate financial consumers to make informed decision and in compliance with BNM Product Transparency and Disclosure requirements, TPIB:
   1. product disclosure and promotional materials (product disclosure materials) have clear and balanced representation on key features, risks and benefits and are not misleading;
   2. presents information in its product disclosure materials in a clear, concise and effective manner and in plain language; and
   3. keeps financial consumers adequately informed regarding a product at the pre-contractual stage, at the point financial consumers enter into a contract and during the term of the contract

1. TPIB staff and agents are required to carry out their duties and responsibilities with due care, skill and diligence in accordance with professional ethical standards.
2. TPIB conducts financial due diligence prior to the appointment of key responsible persons and agents to market or sell financial services or products.
3. TPIB will not:
   1. unfairly discriminate between individuals of the same class and of essentially the same hazard in the premium for any accident or health insurance policy;
   2. unfairly discriminate between individuals of the same class and of essentially the same hazard by refusing to insure (including making a cover prohibitively expensive), refusing to renew, cancelling or limiting the amount of insurance on a risk;
   3. refuse to insure or continue to insure (including making a cover prohibitively expensive), or limit the amount of coverage available to an individual because of gender, marital status, race, religion or national origin of the individual; or
   4. refuse to insure an individual solely because another insurer has refused to provide insurance, or has cancelled or refused to renew an existing policy in which that individual was the named insured; unless such action can be demonstrated as the result of the application of sound underwriting or actuarial principles.

1. TPIB Agents are required under the PIAM Code of Practice for All Intermediaries to ensure that the financial products proposed are suitable to the needs and resources of the financial consumers.
2. TPIB staff and agents shall preserve the confidentiality of the information disclosed by financial consumers and shall use the information for purposes of providing advice on or recommending a financial service or product to the financial consumers.
3. TPIB staff and Agents will provide financial consumers with information on all TPIB products that are assessed to be suitable so that financial consumers are adequately informed of all choices available.
4. TPIB staff and Agents must:
   1. provide quality advice and recommendation on the most suitable financial service or product;
   2. have sound understanding of key features and critical terms of the financial service or product; and
   3. provide timely and relevant information on the financial service or product.

1. Sufficient resources are allocated to handle and resolve customers claims promptly, fairly and effectively.
2. Staff are properly trained to handle and resolve customers claims promptly, fairly and effectively.
3. Timeframes for resolving customers claims are established to ensure that each claim is dealt with in a timely manner [please refer to Part C below for the TPIB Customer Service Charter].
4. TPIB shall ensure that the claim settlement offer made to a financial consumer is fair, taking into account relevant factors, and represents the claimant’s reasonable entitlement under an insurance policy.
5. When there is a total or partial rejection of an insurance claim, TPIB shall provide the financial consumer with a clear explanation of the rationale including the policy terms or exclusions on which the decision is based.

1. Sufficient resources are allocated to handle and resolve customers complaints promptly, fairly and effectively.
2. Staff are properly trained to handle and resolve customers complaints promptly, fairly and effectively.
3. Timeframes for resolving complaints are established to ensure that each complaint is dealt with in a timely manner [please refer to Part C below for the TPIB Customer Service Charter].

1. To provide awareness and accessibility to any customer to the Company products via various channel options on where and how to:
   1. purchase and enquire on our product and services.
   2. provide feedback, suggestions and complaints.
2. Customers should have access to:
   1. An insurance agent locator.
   2. List of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.

1. Customers are provided with available channels to provide feedback and suggestions.
   Our Customers can contact us through these channels:
   • Visit any of our branches nationwide:
     https://www.pacificinsurance.com.my/contact/
   • Call us at toll free number 1-800-88-1629.
   • Write to us at:
     The Pacific Insurance Berhad
     40-01, Q-Sentral
     2A Jalan Stesen Sentral 2
     50470 Kuala Lumpur, Malaysia.
     Tel: 03-2633 8999 – General Line
     03-2633 8651 – Medical Claims
     Email: [email protected]
   • Visit our website: www.pacificinsurance.com.my.

Note:
The Insurer has provided Suggestion boxes to get feedback from customers through the Customer Care Improvement Form (CCIF) which is available at our Customer Service Counter in HO and Branches.

1. To ensure our employees and agents are available to serve our customers, we ensure our employees and agents are trained on our products and services on regular basis.
2. In order to know and anticipate our customer’s needs and preference / profile, our employees and agents shall:
   1. Listen to our customer attentively.
   2. Acknowledge and clarify to understand the customers’ needs and preferences.
   3. Ask for requisite information and documents to assist the customer within and in accordance to the Industry’s Code of Practice and Personal Data Protection Act 2010.
   4. Offer options and possible solutions on suitable products and services to meet the customers’ needs and wants.
3. 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.

Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and Insurers shall operate accordingly.

1. Our guiding principles on Customer Service Charter shall have the following:
   1. Clear and concise objective of the Charter.
   2. Mission.
   3. Values to be provided to our customers (e.g. fairness, transparency, integrity, ethics, professionalism and timeliness).
   4. Efficiency & effectiveness of our communication channels.

1. To provide information on service delivery turnaround time expected where the information can be made available from our Head Office, Branches, Brochures, Website & Help Desk.
2. To adopt Service Standards for
   1. Service Walk-in Customer Promptly.
   2. Customer Waiting Time: Within 10 minutes.
3. For our Policy Servicing:
   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 shall be reminded in the renewal notice to inform us of any changes in the risk before renewal.
   3. The standard operating procedure on dealings with customers must be clearly complied with.

1. Policy Issuance (upon acceptance in the policy system) for New and Existing Customer:
   1. Motor
      • E-policy – Immediately
      • Manual: 5 working days
        (with exception new vehicles to be registered with JPJ)
   2. Non-Motor – within 10 working days
      (applicable for individuals only, not applicable to group)
2. Change of policy details / reissuance upon lapse / endorsement (upon acceptance in the policy system):
   1. Motor – within 3 working days
   2. Non-Motor – within 5 working days
3. Renewal notice issuance: 30 calendar days before expiry of existing policy.
4. Cancellation/ surrendering of policy (including refund of premium).
   1. Motor – within 5 working days
   2. Non-Motor – within 7 working days

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 and our right to reject or accept applications.

1. Phone Enquiries / Complaints:
   1. No follow up is required – Immediate such as first call resolution.
   2. Follow up is required – Within 3 working days from the date of the first call.
2. Written (Email, fax, written letter & social media):
   1. For Email/Social media:-
      1. To provide acknowledgement response within 1 calendar day.
      2. An acknowledgement and to include expected timeline and any other relevant information.
      3. For non-complex enquiry, the response is within 3 working days from date of receipt.
   2. For letter or fax
      • Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
3. Counter/Branches Enquiries/ Complaints:
   Our walk-in services are based on the following service level:
   1. Customers will be served within 10 minutes of joining the customer service queue.
   2. When no follow up is required, we shall endeavor to provide first touch point resolution immediately on that visit.
   3. When follow-up is required, our response will be 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.

1. Customers can submit their complaints through the following channels:
   1. Customer Service Department
      The Pacific Insurance Berhad
      40-01, QSentral,
      2A, Jalan Stesen Sentral 2,
      50470 Kuala Lumpur, Malaysia.
      Tel: 03-2633 8999 – General Line
      03-2633 8998 – Fax Line
   2. Email : [email protected].
   3. Customer Service Toll free number 1-800-88-1629.
   4. Visit our website: www.pacificinsurance.com.my.
2. A verification process has to be performed on the policyholders.
3. We shall communicate clearly on the issue and gather adequate information for an informed resolution.
4. We shall address the issue in an equitable, objective and timely manner by informing the complainant on our 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, we shall inform the complainant accordingly and to update progress every 14 calendar days. If not resolved, we shall update the complainant within another 14 calendar days. Thereafter, after every 30 calendar days.
6. We will commit to keep the complainant updated if unable to address issues within the stipulated timeframe.
7. If the complainant is still not satisfied with our response, he/she may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:
   
   Ombudsman for Financial Services
   Level 14, Main Block,
   Menara Takaful Malaysia,
   No. 4, Jalan Sultan Ismail,
   50000 Kuala Lumpur
   Tel: 03-2272 2811
   Fax: 03-2272 2577
   Email: [email protected]
   Website: www.ofs.org.my
   Or, you may also choose to refer the matter to Bank Negara Malaysia (BNM) at:

   Bank Negara Malaysia
   Laman Informasi Nasihat dan Khidmat (BNMLINK)
   Ground Floor, D Block,
   7, Jalan Dato’ Onn
   50480 Kuala Lumpur
   Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)
   Fax: 03-21741515
   Email: [email protected].
   Website: www.bnm.gov.my

1. To set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.

1. Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
2. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
3. All claims notifications through agents /intermediaries must reach us 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 Department.
5. We shall 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, we will strive to update every 20 working days on the progress.

2. To inform customer of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction

1. We will keep the Claimant informed of the next level of escalation. If the claims settlement / repudiation are not to the Claimant’s satisfaction, the Claimant can write to us at:
   1. Customer Service Department
      The Pacific Insurance Berhad
      40-01, Q-Sentral, 2A,
      Jalan Stesen Sentral 2,
      50470 Kuala Lumpur, Malaysia.
      Tel:
      03-2633 8999 – General Line
      03-2633 8998 – Fax Line
   2. Email : [email protected]
   3. Customer Service Toll free number 1-800-88-1629.
   4. Visit our website: www.pacificinsurance.com.my
2. If the complainant is still not satisfied with our response, he/she may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:
   Ombudsman for Financial Services
   Level 14, Main Block,
   Menara Takaful Malaysia,
   No. 4, Jalan Sultan Ismail,
   50000 Kuala Lumpur
   Tel: 03-2272 2811
   Fax: 03-2272 2577
   Email: [email protected]
   Website: www.ofs.org.my
   Or, you may also choose to refer the matter to Bank Negara Malaysia (BNM) at:
   Bank Negara Malaysia
   Laman Informasi Nasihat dan Khidmat (BNMLINK)
   Ground Floor, D Block,
   7, Jalan Dato’ Onn
   50480 Kuala Lumpur
   Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)
   Fax: 03-21741515
   Email: [email protected]
   Website: www.bnm.gov.my
3. 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:-

   “If you are not satisfied with our decision, please refer your dispute to the Ombudsman for Financial Services (OFS) within six months from the date of our decision. The procedure for lodging a dispute with OFS is provided in the attached pamphlet on “Resolution of Financial Disputes”

(Note: for the policy owners who made a claim/report)