Customer Service Charter

Customer Service Charter

At Berjaya Sompo Insurance Berhad, our mission is to ensure that our customers develop confidence in us as we aim to become an efficient service provider that is ever ready to listen and assist our customers on all insurance matters.

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

Our products can be purchased at the following channels: 

You may also contact us using the platforms above if you have any enquiries.​​​​​

 

B. We will actively seek feedback, suggestion, or complaint on how we can serve you better.

You may contact us through our Customer Service Hotline, E-mail, Facebook Messenger and our network of branches. Alternatively, you may also visit  or write to our Customer Service Counter at: 

Level 36, Menara Bangkok Bank,
105, Jalan Ampang,
50450 Kuala Lumpur.

We will conduct periodic customer satisfaction feedback / surveys to ensure that your needs are fulfilled.

 

We will strive to help you to find the right product to suit your needs.
A.    Compare available products’ features and benefits in our website: www.berjayasompo.com.my
B.    Knowledgeable and ethical staffs are available to serve customers.
C.    We ensure our employees and intermediaries are properly trained on products and services offered.
D.    Training will be provided once a new product is launched and regular refresher courses shall be provided on existing products.
E.    In order to understand the 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 on the Personal Data Protection Act 2010.
o    Offer options of suitable products and services to meet your needs and wants.

F.    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.

A. We will set clear responsibilities towards customers and uphold it.

We have a standard commitment on clear responsibilities which is a mandatory write-up on our customer service charter that covers the following guiding principles:

  • A clear and concise objective of the Charter.
  • Mission.
  • Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, and timeliness.
  • Efficient / effective communication channels.
     

B. We set a clear expectation on time taken for various services and we will follow through and provide the requisite answer / updates to customers’ queries / complains 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 / Resolution Time below.

Enquiries Types of Service Response/Resolution
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 Call answer 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 / email 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 will 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 happens when there are changes to the policy, notice on renewal, etc. as well as consequences arising from any of these actions.
  • You'll  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.
  • 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-Cover Note and e-Policy for procurement via online purchase Immediate
Non digital standard case (with the exception of new vehicles to be registered by JPJ for motor policies) Within 5 working days
Non digital complex case
(for individual only)
Within 10 working days
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 will be open and transparent in our dealings.

The following information shall be easily accessible and made available through various platforms such as website, customer service and branches. The same information can also be obtained by contacting us via various channels as contained in Pillar 1 – Insurance Made Accessible above.

  • Product related details; i.e. product features, product disclosure sheets, terms and conditions, key facts, and exclusions will be shared at point of sale.
  • 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 will ensure consistent and thorough complaint handling.

You can submit a formal complaint via the communication channels as contained in Pillar 1 – Insurance Made Accessible above.

We will perform verification on the policyholders / participants 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 on 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; in the event that your complaint is within the scope of the OFS as well as the following monetary thresholds:

  • Insurance claims not exceeding RM250,000.00; and
  • 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

Note: 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 endeavour to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you need to submit required documentation. Our claims procedure is as follows:

Claim Process Turnaround Time
Claims acknowledgement / Information furnished Within 1 working day upon receipt of claim notification. 
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, e.g large number of claims may be received, as such meeting timelines stipulated may not be possible, we will strive to update 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 the claims decision, you can contact us at:

Complaints Unit,
Customer Service Centre,
Berjaya Sompo Insurance Berhad,
Level 36, Menara Bangkok Bank,
105, Jalan Ampang,
50450 Kuala Lumpur.

Tel. : 03-2170 7300
Fax : 03-2170 4800
E-mail : customer@bsompo.com.my

If the appeal is declined and you are not satisfied with the decision, you may write / email to Ombudsman for Financial Services within 6 months from the date of our claims decision at the address below.

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

  • Insurance claims not exceeding RM250,000.00; and
  • 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.