Client Charter

INTRODUCTION
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.
 
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EASY TO REACH
We are committed to providing efficient and effective handling of customer enquiries and feedback including complaints via the following channels:
  • Call our Customer Service at 03-2116 0228.
 
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
  • Replies to our automated voice response enquiries are immediate.
  • Enquiries that do not require follow-up handling are resolved at once.
  • We endeavour to settle enquiries that require a follow-up within 1-14 workdays. However, complex cases may take more than 14 workdays.
 
3. Enquiries Via Email And Correspondence
  • An automated response to acknowledge receipt by Prudential Assurance will be forwarded to you upon receipt of your email.
  • We endeavour to provide you with a resolution to your enquiry within 5 working days from the date of receipt. However, complex cases may need more time to resolve. 
  • You will be updated regularly if your enquiry requires in-depth investigation. 
 
 
B)    RESPONSE TO COMPLAINTS
  • We will send the complainant a written acknowledgement within 2 working days from the date of receipt of the complaint.
  • A follow-up will be conveyed within 14 working days from the date the complaint is received.
  • If the case is complicated or requires further investigation, the complainant will be informed in writing on the reasons for the delay and the need for additional time.
  • A progress update will be issued every 30 subsequent calendar days until the case is resolved.
  • For further details, please click here.
 
 
 
CUSTOMER SATISFACTION
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:
 
  1. Policy number, name and/or Identity Card (IC) number.
  2. Contact Details - mobile phone number or other preferred mode of contact (alternate phone number, email etc) and contact availability.
  3. Complaint Information – what the complaint is about, what happened, when it happened and who was involved. If you have evidence to support your complaint, please provide us with it as well.
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.
 
 
 
ADDITIONAL INFORMATION
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
  • The free-look period starts from the date your new Policy Document was delivered to you.
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.
  • Personal information will only be used by authorized personnel of Prudential Assurance Malaysia Berhad in the course of processing and administration of the insurance policy.
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.
 
 
 
5. Disclaimer
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.