At Prudential, our clients are at the heart of all we do. We have helped make it easy for millions of Malaysians to enjoy lifestyle security and achieve greater financial freedom.
We believe in building lifelong relationships by consistently delivering the best customer experience possible and caring for the community through our corporate responsibility programmes.
EASY TO REACH
We are committed to providing efficient and effective handling of customer enquiries and feedback including complaints via the following channels:
A) RESPONSE TO ENQUIRIES
We strive to provide timely responses to all interactions with us:
1. Walk-in Customers
· Customers should be attended to within 10 - 15 minutes
2. Phone Enquiries
3. Enquiries Via Email And Correspondence
B) RESPONSE TO COMPLAINTS
We are committed to customer satisfaction and we genuinely seek to resolve any problems or concerns faced by our clients. In order to resolve a complaint / answer an enquiry, it is important to obtain as much information as possible including:
With more complete information, we will be better able to investigate the complaint and work towards a resolution. In cases of unsatisfactory conclusions/disputes, complainants may obtain details of alternative complaint avenues from our company.
We value all feedback received from our customers and will use it to enhance our service quality and standards. All feedback is recorded for monitoring, tracking and analysis.
CLAIMS PROCESS - DELIVERING ON OUR PROMISES
We endeavour to settle claims promptly through standardized procedures in claims administration. Upon submission of complete details, a response will be given within 14 working days.
1. Life Insurance Claims
· In cases of appeal or dispute, complainants may refer to the Financial Mediation Bureau for further action if the decision of the insurer was made less than six months ago and / or the claim amount is below RM100,000.00.
· If the claim decision was made more than six months ago and / or the claim amount is above RM100,000.00, complainants can call or write to the Customer Services Bureau of Bank Negara Malaysia.
2. General Insurance Claims
· Complainants may refer to the Financial Mediation Bureau for further action on appeals or disputes. If the claim amount is:
a) Below RM200,000.00 (Motor and fire insurance)
b) Below RM5,000.00 (Third party property damage)
c) Below RM100,000.00 (Others)
If the claim amount exceeds the above amount, complainants can call or write to the Customer Services Bureau of Bank Negara Malaysia.
For further assistance or information on claims, please refer to EASY TO REACH to contact us.
Nothing satisfies us more than the knowledge that we have played a pivotal role in helping our clients manage their financial future. Our relationship is built on a platform of mutual trust and respect that will last not only for a lifetime but for generations to come.
1. Anti-Fraud Statement
Prudential Assurance Malaysia Berhad places great importance on fraud control, with emphasis on proactive prevention such as stringent detection measures. 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 ie zero tolerance of fraud. When fraud is detected, suspected or alleged, we are committed to fully investigate the matter and work closely with the relevant authorities to ensure that justice is served as well as to implement recovery measures and minimize losses.
2. Free-Look Period For Life Policy
If you decide to cancel your policy, you have 15 days from the delivery date of the Policy Document to write to the company and confirm your intention.
3. Your Personal Information
We are committed to ensuring the safety and security of our customers’ personal information in our daily operations. As such, we have put in place strong security measures to prevent unauthorized access which could result in the alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we ensure compliance by our staff in following the strictest standards of security and confidentiality.
Such data will never be shared with any other party that is not authorized by Prudential Assurance Malaysia Berhad to process or administer the policy, or with any other party for other purposes that our customers may have agreed to.
4. Comprehensiveness And Transparency Of Product Information
We are committed to ensuring that all information disclosed about our products and services is fair, accurate and comprehensive. As such, we shall not engage in or tolerate deceptive, misleading or false representations on any of our products or services.
We reserve the right to accept or reject an application to purchase our product/s. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.
Prudential does 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, Prudential 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 Prudential or its agents for further details and more in-depth information.