Introduction
At FWD Insurance Berhad, Registration No. 199301022976 (277714-A) ("FWD Insurance"), we are committed to provide services in a professional, efficient, innovative and ethical manner to existing and potential customers by-
The above deliverables are achieved in accordance to our business values principles set out below:-
Reliability and Quality
We shall use our best efforts to provide credible, reliable, responsive and quality services to our customers as we believe that your satisfaction is of paramount importance to us. For these purposes, we endeavor to use all practicable methods in providing you with reliable and high-quality services which include constant review and evaluation of our processes.
Transparency
We are committed to ensure that descriptions and details of products and services offered shall not be deceptive, misleading or false.
Safeguarding the Privacy of Your Information
We highly respect every customer’s right to privacy and security of personal information, as well as financial transactions handled by us. We employ the tightest possible measures and policies in our operations for the protection of your private data.
Furthermore, we have enhanced our client charter with the addition of 4 pillars set out as below for our guidelines:-
Pillar 1: Insurance made accessible
1.1 We will make insurance products easily accessible via various channels, physically and virtually, easing our customers in obtaining information, enquiry or to take-up or participate. For these purposes, the followings are adopted:-
Channel availability may vary from time to time, and our customers will be informed accordingly.
1.2 We will actively seek feedback, suggestions or complaints on how we can serve our customers better
1.2.1 Commitment to enquiries and complaints.
We are dedicated in handling enquiries and complaints processes based on the following principles:-
1.2.2 Details of your enquiries/complaints.
In order to resolve your complaint, please furnish us with the following information:-
You may submit your complaint to us through the following channels:-59200 Kuala Lumpur,
Malaysia
1.2.3 Recording of Complaints
We shall, at all times, ensure that 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 kept in the system for easy monitoring, tracking, retrieval and analysis. We will also conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.
1.2.4 Complaint Appeal
Should you dispute any decision of ours, you may refer the matter to any of the following:-
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Tel No: 1 300 88 5465 (1-300-88-LINK) or +603
2174 1717 (from overseas)
Fax No: +603-2174-1515
Email: bnmtelelink@bnm.gov.my
Bank Negara Malaysia (BNM)
Contact Centre (BNMTELELINK)
Laman Informasi Nasihat dan Khidmat (LINK)
Pillar 2: Know your customer
2.1 We will strive to help customers find the right product to suit their needs
Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and Insurance Operators shall operate accordingly.
Pillar 3: Timely, transparent & efficient service
3.1 We set clear responsibilities towards customers and uphold it
Customer service
We are driven by excellence in customer service and aim to provide all our customers with first class services. We shall therefore promptly respond to all your communications as per our service level set out below:
3.2 We set clear expectation on time taken for various services
3.2.1 Policy Processing
Note: The timelines above do not take into account on boarding process
3.3 We will be open and transparent in our dealings
3.3.1 Product Details
The following information shall be easily accessible and made available through the various channels of communication such a branches / brochures / call centers / social media / website:
3.3.2 Cooling Off Period
You have the right to return the insurance policy within fifteen (15) days from the delivery of the policy to your address, if you find that the coverage under and/or the insurance policy do not suit your requirement. Please write to us to confirm your intention and we shall refund all premium paid after deducting any medical expenses, if any, incurred in accepting your proposal.
3.3.3 Terminating Your Policy to Enrol a New Policy
You would be at a disadvantage if you decide to lapse or surrender an existing policy in order to replace it with another policy (by the same or a different Operator). Some of the reason as below:-
The new policy fee charge is usually higher as it’s based on the current age.
You may be denied coverage if there are changes in your health condition.
In most medical and critical illness contracts, the waiting period (the duration when no claim is payable) restarts from the new policy issue date or reinstatement date, whichever is later.
Coverage may not be based on standard terms.
You may lose the accumulated participant fund throughout the participation term (if any).
You can meet your financial objectives by upgrading your protection 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 policy.
3.3.4 Anti-Fraud Statement
At FWD Insurance, we 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 centers 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 minimise losses.
3.3.5 Key Points To Remember
We acknowledge that the relationship with you is built on a platform of mutual trust and respect. To strengthen the trust, we have included some key points which could help you in making decisions pertaining to your insurance.
Pillar 4: Fair, timely, & transparent claims settlement process
4.1 We have a clear timeline for the claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.
4.2 We will inform customers of the next level of escalation if the claims settlement / rejection is not to his/her satisfaction.
Customers shall be provided with these channels to appeal on a decision / raise disputes.
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 dissatisfied with our decision may refer to us for an appeal or to the Ombudsman For Financial Services.”
(Note: for the policy owners who made a claim/report)