Customer Service Charter

A. We make our products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.

Our products can be purchased from the following channels:

• Our business intermediaries which include agents and brokers. Online purchase, click here.
• Our bancassurance partner, CIMB. For more information, click here.
• Customer Service Hotline: 1-800-889-933 (Malaysia) / +603 2170 7300 (overseas) from Monday to Friday (8.30 am to 5.00 pm, excluding public holidays).
• E-mail: customer@bsompo.com.my 
• Chat with us at Facebook Messenger.
• Walk-in to our Customer Service Counter at our HQ or one of our branches nationwide.

Our Customer Service Counter is located at:
Level 36, Menara Bangkok Bank, 105, Jalan Ampang,
50450 Kuala Lumpur.

Click here to search for our Branches.

B. We welcome feedback, suggestions, or complaints on how we can serve you better. 

You may contact us through our Customer Service Hotline, E-mail, Facebook Messenger or, visit our Customer Service Counter at our HQ or one of our branches.

A. In order to understand our customers’ profile adequately, we strive to:

• listen attentively,
• acknowledge and properly understand your needs and preferences,
• ask for requisite information and documents to advise you accordingly and in accordance with the industry’s Code of Practice of the Personal Data Protection Act 2010, and
• offer options of suitable products and services to meet your needs and wants.

B. Any options provided shall be explained and on an opt-in basis, e.g. riders, and sharing / using customer information for marketing and research purposes.

C. We ensure our employees and intermediaries are properly trained on products and services offered and to recommend suitable product(s) for your needs.

D. Our website contains information of our products for your comparison to help you make informed purchase decisions.

A. We set clear responsibilities towards quality service for our customers and will uphold it.

B. We set expectations on time taken for various services and will follow through and provide the requisite answer / updates to your queries / complaints promptly.

We strive to respond to you on a prompt and efficient basis. We will inform you accordingly in a timely manner should circumstances arise where it takes longer than the Response Time below.

C. We ensure efficient policy servicing and provide relevant documentation in a timely manner.

• You shall be informed of each step and documentation required to alter, renew, or cancel a policy, e.g. what happen when there are changes to the policy, notice on renewal, etc., as well as consequences arising from any of these actions.
• You will be reminded in the renewal notice to inform us of any changes in the risk before renewal.
• We will inform you accordingly in a timely manner should circumstances arise where it takes longer than the Turnaround Time stated below.

D. We maintain openness and transparency in our dealings.

The following information are easily accessible and made available through various channels, as contained in Pillar 1- Insurance Made Easy, and at point of sale.

• Product-related details, i.e., product features, product disclosure sheets, terms and conditions, key facts, and exclusions.
• Fees, charges (other than premiums) and interest (if any) as well as any obligations in the use of a product or service (e.g. when premium needs to be paid and explaining payment before cover warranty).

• Anti-Fraud Statement:

  Berjaya Sompo Insurance Berhad is committed to fraud control with an emphasis on proactive prevention, putting in place detention measures in our efforts to reduce possibilities that could lead to fraud. Our approach to fraud control is focused on maintaining a legal and ethical climate that encourages all stakeholders to protect the Company's assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when 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.

• Data Privacy:

  Berjaya Sompo Insurance Berhad has in place a Privacy Notice that ensures the safety and security of the usage of client information. The Privacy Notice has strong security measures, responsible privacy standards, safe operation of its delivery channel for data transmission between the insured and the insurer, and strict guidelines on the usage of client information by our employees.

Please click here for a copy of our Privacy Notice.

E. We ensure consistent and thorough complaint handling process.

You can submit a formal complaint via the communication channels as contained in Pillar 1 - Insurance Made Easy.

We will perform verification on the policyholders / complainants and communicate clearly on the issue and information-gathering process for an informed resolution.

We will address the issue in an equitable, objective and timely manner by informing you of our decisions 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 you accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.

We will keep you updated if we are unable to address the issues within the stipulated timeframe.

You may submit your complaint to Ombudsman for Financial Services (OFS) if you are not satisfied with our final response or decision and your complaint is within the scope of the OFS as well as the following monetary thresholds:

• Insurance claims not exceeding RM250,000.00
• Motor third-party property damage claims not exceeding RM10,000.00.

OMBUDSMAN FOR FINANCIAL SERVICES
Level 14, Main Block, Menara Takaful Malaysia, 

No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur 

Tel : 03 - 2272 2811
Fax : 03 - 2272 1577
E-mail : enquiry@ofs.org.my 

Website : https://www.ofs.org.my

For more information on Ombudsman for Financial Services (OFS), please visit https://www.ofs.org.my.

If your complaint doesn’t fall within the purview of the OFS, you may refer your complaint to Laman Informasi Nasihat dan Khidmat (BNMLINK) of Bank Negara Malaysia (BNM).

Members of the public are encouraged to submit queries or complaints via Web form at https://telelink.bnm.gov.my/ or Contact BNMLINK at 1-300-88-5465 from Monday to Friday (9:00 am to 5:00 pm, excluding public holidays).

A. We set a clear timeline for claims settlement process and strive to settle the claims within the prescribed timelines and in a transparent manner.

We endeavour to settle justified claims promptly. To facilitate your claims, you need to submit the required documentation. Our claims procedure is as follows:

We will inform you accordingly in a timely manner should circumstances arise where it takes longer than the Turnaround Time stated above.

In the event of a catastrophe / disaster, large number of claims may be received. As such, meeting timelines stipulated may not be possible and we will strive to update you every 20 working days on the progress.

B. We will inform you of the next level of escalation if the claims settlement / rejection is not to your satisfaction.

If you are not satisfied with your claims decision, you may contact us at:

Complaints Unit
Customer Service Centre,
Berjaya Sompo Insurance Berhad, 
Level 36, Menara Bangkok Bank, 105, 
Jalan Ampang, 50450 Kuala Lumpur.
Tel : 1-800-889-933 (Customer Service Hotline) 
E-mail : customer@bsompo.com.my

If the appeal is declined and you are not satisfied with the decision, you may submit a complaint to Ombudsman for Financial Services (OFS) within 6 months from the date of our claims decision if your complaint is within the scope of the OFS as well as the following monetary thresholds:

• Insurance claims not exceeding RM250,000.00
• Motor third-party property damage claims not exceeding RM10,000.00

OMBUDSMAN FOR FINANCIAL SERVICES
Level 14, Main Block, Menara Takaful Malaysia, 
No. 4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur 
Tel : 03 - 2272 2811
Fax : 03 - 2272 1577
E-mail : enquiry@ofs.org.my 
Website : https://www.ofs.org.my

1. We set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information;
2. We train all staff attending to customers to provide quality advice and recommendation; and
3. We take customers’ feedback seriously and provide immediate constructive feedback to our staff.

1. We ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
2. We ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language; and
3. We ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

1. We provide customers with relevant and timely information in a product disclosure sheet;
2. We disclose key product features, fees and charges, risks and benefits in a clear and concise manner; and
3. We ensure critical terms are brought to customers’ attention and explained to the customers.

1. We conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
2. We avoid or clearly disclose actual or potential conflicts of interest; and
3. We ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.

1. We provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
2. We ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
3. We ensure that our customers’ data and privacy are safeguarded.

1. We have in place a proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
2. We ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
3. We monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.

1. We ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
2. We ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
3. We have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.