Pillar 2: Know Your Customer

To understand customer’s profile adequately which enables us to:

• Know and anticipate the customer’s needs and preference.
• Ask for requisite information and documents to best advise the customer.
• Offer suitable products and services.

Expected Outcome

Build Trust

Service Level Target

• 90% of customers are served with suitable products and services which fit their needs and wants.
• Minimal complaints (ratio of 5% of total complaints) from customers are on not understanding what was offered and / or not having the suitable products and services.

Our Commitment

1. We will strive to help customers find the right product to suit their needs
   
   
   • Knowledgeable and ethical employees and agents are available to serve customers.
   • Training
     
     
     • Ensure employees and agents 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.
        
   • Understanding Customers’ Needs
     
     In order to understand the customers’ profile adequately,  we, including our 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.
        
   • 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 Certificate Document on Management of Customer Information and Permitted Disclosures and Takaful Operators shall operate accordingly.

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Pillar 3: Timely, Transparent and Efficient Service

Deliver a seamless service where customers are aware of:

• Takaful Operators’ responsibilities towards customers.
• Expected service standard and time taken to deliver these services, i.e. time taken to answer enquiries / resolve complaints.
• Where and how to obtain information required

Expected Outcome

Customer Satisfaction

Service Level Target

• 80% of customers are being served within the expected service level and timelines.
• 100% of customers are issued with certificate documents in a timely manner.
• Declining complaints ratio.

Our Commitments

1. We will set clear responsibilities towards customers and uphold it:
   
   At Great Eastern Takaful Berhad, our vision is to pave the way to a GREAT and COLOURFUL life : Takaful for YOU & ME
   
   Our mission statement consists of:
   
   
   • Caring for your lifecycle needs with attractive and affordable products
   • Experiencing great moments with us: we deliver our promises on time, all the time
   • To be the preferred partner for all stakeholders by attracting and developing value-based talents
     
     We also consider compliance with various regulators’ requirements including the Shariah requirements, one of the most important and one of our strategic priorities. Our Customer Feedback Unit promotes fair dealing in business conduct with participants and is in place to protect the interests of our stakeholders.
      
2. We will set clear expectation on time taken for various services.
   
   
   • To include a clear expectation on time taken for various services:
     
     
     • Delivery of Services
       
       Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels (head offices / branches / brochures / call centre / website / social media).
       
       
     • Standards to be adopted
       • Serve Walk-in Customer Promptly
       • Customer Waiting Time: Within 10 minutes.
          
3. We will ensure efficient certificate servicing and providing relevant documentation in a timely manner.
   
   
   • Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as consequence arising from any of these actions.
   • Customers are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.
   • The standard operating procedure on dealings with customers must be clearly complied with.
      
4. We will ensure efficient certificate servicing and provide relevant documentation in a timely manner (Family Takaful)
   
   
   • Family Takaful
     
     Certificate Processing Turnaround Time (from receipt of full documentation, information and payment of contribution)
     
     
     • New Certificate Issuance (upon acceptance in the Certificate system):
       
       
       • Standard cases – within 5 working days
       • Additional information required / pre-existing medical condition / complex cases – within 10 working days
          
     • Change of Certificate details (Endorsement):
       
       
       • Certificate Changes (Non-financial): within 3 working days
       • Certificate Changes (Financial):
         
         
         • Standard cases - within 5 working days
         • Non-Standard cases – within 10 working days
            
       • Reinstatement: within 10 working days (with payment & complete documentation)
          
   • Renewal notice issuance
     
     For Certificate with guaranteed renewal, contribution due notice will be issued not less than 30 calendar days before the next contribution due date (exclude recurring credit / debit card and auto debit payments; and monthly modes)
     
     Notification of Revised Contribution to renew basic term Certificate / term rider will be issued not less than 30 calendar days before the expiry of existing Certificate / rider.
     
     
   • Cancellation / surrendering of Certificate: 10 working days upon receipt of full documents – to also include processing of refund contribution.
   • Issuance of medical / hospitalization card for individuals - Within same business day of Certificate issuance.
     
     Note: The timelines above do not take into account on boarding process – Takaful Operators have their own on boarding process/introduction to its products and services.
      
5. We will be opened and transparent in our dealings
   
   The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centres / social media / corporate website:
   
   
   • 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.
   • Fees, charges (other than contributions), as well as obligations in the use of a product or service (e.g. when contribution needs to be paid and explaining payment before cover warranty).
   • Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (Family Takaful) and our right to reject or accept applications.
   • All the above information shall be explained and stated using simple words and in an easy to understand manner.
      
6. We will follow through and provide the requisite answers / updates to customers’ queries & complaints promptly
   
   
   • Walk-in Customers
   • You will be served within 10 minutes
   • Phone
     
     
     • Responses to our automated voice response complaints are instant.
     • Calls are answered within three rings.
     • Simple and straight forward cases will be resolved and immediately responded.
     • Complex cases, which require follow up, will be responded within two (2) working days
        
   • Written (Email, fax, written letter & social media)
     
     
     • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
     • Email responses would be given within three working days from the date of receipt for enquiries.
     • Correspondence would be replied to within three working days from the date of receipt for simple enquiries. You will be updated regularly if enquiries are complex and requiring in depth investigation.
        
   • Counter / Branches
     
     
     • Where no follow up is required, we will endeavour to provide first touch point resolution immediately.
     • Where follow-up is required – 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.
        
7. We will ensure consistent and thorough complaints handling
   
   
   • To adopt the following:
     
     
     • Customers shall be informed of the various options for submitting a complaint through available channels, depending on the channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number, email and address), website, social media, etc.
     • A verification process has to be performed on the certificate owner /Participants.
     • Communicate clearly on the issue and gather adequate information for an informed resolution.
     • Address the issue in an equitable, objective and timely manner by informing the complainants on our decision no later than 14 calendar days from the date of the receipt of the complaints.
     • If the case is complicated or requires further investigation, we shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.
     • Keep the complainants updated if unable to address issues within the stipulated timeframe.
     • Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. For further information, please refer to https://www.greateasterntakaful.com/en/get-help/customer-care.html
       
       Note: Complaints handling and timelines are governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and Takaful Operators shall operate accordingly

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Pillar 4: Fair, Timely and Transparent Claims Settlement Process

Deliver a seamless claim processing and settlement experience wherein customers are aware of:

• Procedures, documentation and steps including various options (if any) for first notification of loss in an event of a claim.
• Expected service standard for claims processing and specific time taken for each step within the claims processing stages.
• Various redress mechanisms for unsatisfactory claims payment.

Expected Outcome

Provide peace of mind to the Customer.

Service Level Target

• 75% of the customers are satisfied with the claims decisions and processes.
• Declining complaints ratio over the years from customers on claims settlement and processes.
• 100% of legitimate claims are paid accordingly.

Our Commitments

1. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.
   
   
   • To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:
     • 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 centres / social media / website).
     • Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
     • All claims notifications through agents must reach the Takaful Operators within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
     • If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
     • To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
     • Customers will be updated on the progress / decision every 14 working days.
     • In the event of a catastrophe / disaster, e.g. large number of claims may be received and as such, meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress. 

Note: Claims settlement and timeline for General Takaful business is governed by Bank Negara Malaysia's Guideline on Claims Settlement Practices and General Takaful Operators shall operate accordingly.

1. We will inform customer of the next level of escalation if the claims settlement / rejection is not to his / her satisfaction.
   
   
   • To keep the customer informed of the next level of escalation if the claims settlement / repudiation is not to his / her satisfaction.
     
     
     • Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call centre / website)
     • 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 Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme.”

Effective Date

This Customer Service Charter comes into effect from 1 January 2018.

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Your personal information may be used, recorded, stored, archived, disclosed or otherwise processed by or on behalf of the Takaful Operator (and its successors in title) for the following purposes:

• for the provision of takaful services, as may be applicable and to carry out any activity or duty as a takaful operator, including but not limited to any operational or internal management purposes;
• to assess or process any proposals or applications submitted on any of the Takaful Operator's products and services, including any future underwriting;
• any claim or investigation or analysis of such claim, including ascertaining your claims history to improve claims processing, prevent fraudulent claims and future claims assessment;
• to manage and service the Takaful Operator's relationship with you and to provide you with improved customer service;
• to correspond and update any personal information held by the Takaful Operator and the Great Eastern group of companies ("Great Eastern") relating to you from time to time (for more information, log on to greateasterntakaful.com);
• to offer and/or process any alteration, variation, cancellation or renewal of products or services by the Takaful Operator or by Great Eastern;
• for direct marketing and general marketing of the Takaful Operator, Great Eastern or third party products and services which are Shariah compliant that may be of interest to you. Please be assured that marketing information in respect of such products and services will only be sent to you if you have expressly consented to receive;
• for research and audit including but not limited to historical and statistical purposes;
• to exercise any right of subrogation or recovery;
• to prevent, investigate, or report any actual or suspected money laundering, terrorist financing, bribery, corruption, actual or suspected fraud including but not limited to takaful fraud, evasion of tax or economic or trade sanctions, and other criminal or unalwful activities;
• for retakaful;
• for litigation or potential litigation; and
• if required by law or in good faith, if such action is necessary:
      i.    to comply with any law enforcement, court orders or legal process, and/or
      ii.   to protect and defend the rights or property of the Takaful Operator and Great Eastern (for information, log on to greateasterntakaful.com).

The Takaful Operator may also collect, store, use and process your personal information from the certificate owner who has taken up the takaful certificate for and on behalf of you, agents, brokers and/or business or strategic partners of the Takaful Operator or third parties from whom we seek or receive information on you pertaining to or in connection with your takaful certificate, which includes your takaful certificate application or claims.

The Takaful Operator may retain your personal information for such time as deemed to be necessary for the purpose of fulfilling any operational, audit, investigation, legal, regulatory, tax or accounting requirements, including but not limited to any potential litigation and future underwriting and claims assessment purposes.

The information that you have provided to the Takaful Operator is necessary. If you do not provide the Takaful Operator with such information, the Takaful Operator may not be able to provide you with the takaful coverage or respond to any claim submitted by you.

The Takaful Operator may disclose and/or provide your personal information to the following parties (within and outside Malaysia) for the purposes stated above;

• the Takaful Operator's authorised representatives;
• in relation to third party certificates, the certificate owner and/or person covered;
• in relation to group certificates, the certificate owner and/or to their agent or brokers;
• third party service providers (who provide administrative, telecommunications, computer related facilities including but not limited to the purchase of hardware or software, system enhancements, migration or maintenance, if any, payment, data processing, storage, or other services to the Takaful Operator in connection with or related to the conduct or manner of operation of our business) to fulfil the obligations of the Takaful Operator to you;
• banks and financial institutions;
• takaful operators, fraud detection and prevention services, retakaful operators, takaful associations such as the Malaysian Takaful Association and takaful industry regulatory authorities;
• any credit reference agencies or, in the event of default, any debt collection agencies;
• any takaful rating organisations that collect information about credit history, accident fault, injury description and amounts paid and share it with other takaful operators and others entitled to see it;
• any person, who is under a duty of confidentiality and has undertaken to keep such data confidential, which the Takaful Operator has engaged to fulfil its obligations to you;
• any actual or proposed assignee, transferee, participant or sub-participant of the Takaful Operator's rights or business;
• any person to whom the Takaful Operator is under an obligation to make disclosure under the requirements of any law, rules, regulations, codes of practice or guidelines binding on the Takaful Operator including, without limitation, any applicable regulators, governmental bodies, or industry recognised bodies such as the Malaysian Takaful Association, and where otherwise required by law; and
• other companies in Great Eastern, and the Takaful Operator's affiliates; and 
  any business or strategic partners.

Our affiliates, business or strategic partners may contact you about products, services and offers, which are Shariah compliant and which may be of interest to you or benefit you financially.

You may access certain personal information held by the Takaful Operator based on the applicable data protection laws of Malaysia.

You may access your personal information at any time by calling the Customer Careline at 1300-13-8338 or visit our Customer Portal at https://igetintouch.greateasterntakaful.com  If you have any inquiry such as limiting the processing of certain information, including the withdrawal of consent to receive marketing information, you may contact our Customer Careline at 1300-13-8338, or write to the Takaful Operator at i-greatcare@greateasterntakaful.com.

If you have any complaints in respect of your personal information, you may contact our Privacy Officer at 603-4259 8381.

For more information on how the Takaful Operator processes your personal information, please log on to our website greateasterntakaful.com and read the Client Charter and Privacy Policy.

The Takaful Operator may charge a reasonable fee for access. If you can show that the personal information held by the Takaful Operator is not accurate, complete and up to date, the Takaful operator will take reasonable steps to ensure it is accurate, complete and up to date upon receiving your verification or feedback.

The Takaful Operator may review and update this Personal Data Protection Notice from time to time to reflect the changes in the law, changes in the business practices, procedures and structure of the Takaful Operator and Great Eastern, and changes in the community's privacy expectations. Any updated and/or changes to this Personal Data Protection Notice will be posted in our website at greateasterntakaful.com at any time to keep yourself updated of any changes.

In the event of any inconsistencies between English version and the Bahasa Malaysia version of this notice, the English version shall prevail.

Please click here for the Bahasa Malaysia version.