Customer Service Charter

Customer Service Charter

At Berjaya Sompo Insurance Berhad, our mission is to make insurance easy for you. We are dedicated to creating a positive customer experience through accessible information, clear product features, convenient payment methods, and a hassle-free claims process. These principles serve as the foundation of our Customer Service Charter at Berjaya Sompo Insurance. For that purpose, our Customer Service Charter is divided into 4 pillars.

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: https://online.berjayasompo.com.my/
  • Our bancassurance partner, CIMB. For more information, visit 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: https://www.facebook.com/berjayasompoinsurance/ 
  • 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.

 Branches’ details: https://www.berjayasompo.com.my/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:

o    listen attentively,
o    acknowledge and properly understand your needs and preferences,
o    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
o    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 www.berjayasompo.com.my 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.

Enquiries Types of Service Response Time
Walk-in to our customer service centre and branches Attending to you 10 minutes
Standard enquiries that do not require follow-up During the same visit
Standard enquiries that require follow-up 3 working days
Complex enquiries 5 working days
Phone calls to our customer service hotline Answering call Within 30 seconds
Standard enquiries that do not require follow-up During first call
Standard enquiries that require follow-up 3 working days
Complex enquiries 5 working days
Facebook messenger / e-mail Acknowledgment of receipt Immediate
Standard enquiries that do not require follow-up Within 1 working day
Standard enquiries that require follow-up 3 working day
Complex enquiries 5 working days


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.
Policy Servicing Types Turnaround Time
Policy processing (upon receipt of full documentation) and issuance of medical/hospitalisation card for individuals E-Policy Immediate
Standard Case Within 5 working days
Complex Case Within 10 working days
  (with the exception of new vehicles to be registered with JPJ for all Types above)
Change of policy details / reissuance upon lapse / non-financial endorsement (upon receipt of full documentation) Standard case Within 3 working days
Complex case Within 5 working days
Cancellation of policy / financial endorsement (including refund of premium) Standard case Within 5 working days
Complex case Within 7 working days
Renewal notice All policies 60 calendar days prior to policy expiry date


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 Accessible, 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 Accessible.

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 : www.ofs.org.my

For more information on Ombudsman for Financial Services (OFS), please visit 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/ 
•    Contact BNMLINK at 1-300-88-5465 from Monday to Friday (9:00 am to 5:00pm, except public holidays).

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

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

Claim Process Turnaround Time
Claims acknowledgement Within 1 working day upon receipt of claim notification. 
Incomplete documentation / information furnished We will inform you within 7 working days from acknowledgement of the claim.
Appointment of adjuster An adjuster will be appointed within 1 working day upon receipt of claims notification and documents.
Claims approval (upon receipt of full documentation) Standard case - Within 5 working days
Complex case - Within 10 working days.
Claims payment disbursement Within 5 working days upon receipt of acceptance offer and / or discharge voucher and all required documents. 


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 : www.ofs.org.my

Please click here to view our Customer Service Charter Standards e-Booklet

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 to view our Privacy Notice.

We will process your policy as soon as we receive the full documentation. If you do not receive your policy within 30 working days, kindly contact our Customer Service at 1-800-889-933 to find out the status of your policy. 

Please note that we reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 5 working days.

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.