Client 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.

We offer an active engagement model where you are made aware of:

  • Multi-Channel options and accessibility for making purchases and enquiries
  • Where and how to provide feedback, suggestions and complaints.

We will make insurance products easily accessible via various channels, physical and virtually to obtain information, purchase or make enquiries. Our customers can contact us through these channels:

B. We will actively seek feedback, suggestions or complaints on how we can serve our customers better. Our customers may contact us through these channels:

Our customers are provided with available channels to provide feedback and suggestions via:

  • Visit or write to our Customer Service Counter at:

    Level 36, Menara Bangkok Bank,
    105, Jalan Ampang,
    50450 Kuala Lumpur.
     
  • Call us at 1-800-889-933/ 03-2170 7300
  • Fax us at 03-2170 4800
  • Browse to find the nearest Berjaya Sompo office here.
  • Email us at info@bsompo.com.my
  • Chat with us via our Facebook page www.facebook.com/berjayasompoinsurance
We will conduct periodic customer satisfaction feedback/surveys to ensure that our customers’ needs are fulfilled.

 

A. We will strive to help customers to find the right product to suit their needs.

  1. Knowledgeable and ethical staffs are available to serve customers.
  2. We ensure our employees and intermediaries are properly trained on products and services offered.
  3. Training will be provided once a new product is launched and regular refresher courses shall be provided on existing products.
  4. In order to understand the customers’ profile adequately, we shall:
    • Listen attentively to the customers.
    • Acknowledge and properly understand the customers’ needs and preferences.
    • Ask for requisite information and documents to advise customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection 2010.
    • Offer options of suitable products and services to meet the customers’ needs and wants.
  5. Any options provided to customers shall be explained and on an opt-in-basis, e.g. riders, sharing/using customer information for marketing and research purposes.

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

This Customer Service Charter covers a concise objective and mission, values to be provided to our customers (e.g. fairness, transparency, integrity, ethics, professionalism and timeliness) and the efficiency/effectiveness of our 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.

1. Walk-In Enquiries/Complaints
Customers will be handled in a systematic manner and on a first-come-first-served basis.
Customers will be served within 10 minutes upon their arrival at the customer service desk.
Full details of the customer and the customer's enquiry/complaint will be recorded by our customer service representative.
Enquiries/complaints that do not require a follow-up will be resolved on the same business day.
Enquiries which require follow up will be responded within 5 working days.
Complaints which require follow up will be responded within 14 calendar days.
Customer will be briefed on the next course of action to be taken by the Company's representative.
Status of the complaint will be communicated to customers every 14 calendar days.
2. Phone Enquiries/Complaints
Phone calls will be answered within 3 rings.
Enquiries/complaints that do not require a follow-up will be resolved during the first call.
Enquiries that require a follow-up will be resolved within 3 working days.
Complaints that require a follow-up will be lodged with the Company's Complaints Unit on the same day it is lodged by the customer for acknowledgement by the Complaints Unit. The Complaints Unit will respond to our customer within 14 calendar days from receipt of the complaint.
In the event the complaint requires further investigation, our customer will be kept updated every 14 calendar days on the status until the complaint is resolved.
3. Written Enquiries/Complaints (E-mail, Fax, Letter)
Enquiries via e-mail or will be responded to within 2 working days, with an initial automated response to the customer upon acknowledgement or receipt of an enquiry/complaint.
Enquiries via letter or fax will be responded to within 3 working days.
Enquiries that require a follow-up will be resolved within 5 working days.
Complaints via e-mail, fax or letter will be lodged on the same day with the Complaints Unit for acknowledgement by the Complaints Unit. We will respond to our customer within 14 calendar days upon receipt of the complaint.
In the event the complaint requires further investigation, our customer will be kept updated every 14 calendar days on the status until the complaint is resolved.

C. We will ensure efficient policy servicing and providing documentation in a timely manner.

  1. We will inform customers of each step and documentation required to alter, renew and surrender or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal, etc. as well as consequence arising from any of these actions
  2. Customers will be reminded in the renewal notice to inform us of any changes to in the risk before the renewal. The standard operating procedures on dealings will be clearly complied with.
  3. We will ensure efficient policy servicing and providing relevant documentation in a timely manner.
1. Policy Issuance (Upon acceptance in the policy system):
i) Motor
   E-policy – Immediately
   Manual: 5 working days
  (with the exception of new vehicles to be registered with JPJ)
ii) Non- Motor – within 10 working days 
  (applicable for individuals only, not applicable to group)
2. Change of policy details/ reissuance upon lapse/ endorsement (upon acceptance in the policy system)
i) Motor – within 3 working days
ii) Non-Motor – within 5 working days
3. Renewal notice issuance
Customer will receive your renewal notice 30 calendar days prior to your expiry date
4.Cancellation/ surrending of policy (including refund of premium)
i) Motor – within 5 working days
ii) Non-Motor – within 7 working days
Note: The timelines above do not take into account onboarding process – we have our own onboarding process/introduction to our products and services.

D. We will be open and transparent in our dealings

The following information shall be easily accessible and made available through the various channels of communication such as branches/brochures/call centers/social media/website:

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

E. We will ensure consistent and thorough complaint handling

  1. Customers can submit a formal complaint via the following channels:

     

    Or write to us at the following address:

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

  2. We will perform verification on the policyholder/participants and communicate clearly on the issue and the information gathering process for an informed resolution.
  3. We will address the issue in an equitable, objective and timely manner by informing the complainants on our decisions no later than 14 calendar days from the date of the receipt of the complaints.
  4. If the case is complicated or requires further investigation, we shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.
  5. We will keep complainants updated if unable to address the issues within the stipulated timeframe.
  6. In the event that we are unable to resolve your concern(s) to your satisfaction, you may pursue the matter with:

    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

    LAMAN INFORMASI NASIHAT DAN KHIDMAT (LINK)
    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Bank Negara Malaysia
    P.O. Box 10922
    50929 Kuala Lumpur
    Tel. : 1-300-88-5465
    Fax : 03-2174 1515
    E-mail : bnmtelelink@bnm.gov.my

A. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:

It is our endeavour to settle justified claims promptly through standardised procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. Upon receipt of a claim notification, you can expect to receive acknowledgement from us within 48 hours. The claims procedure is as follows:

  • Claims are registered immediately and documents are assessed accordingly.
  • Claims approving process upon receipt of full documentation including adjuster's report will be completed within 7 working days.
    • For normal claims cases, customers will be updated on the progress within 14 working days.
    • For complex claims cases, customers will be updated on the progress within 20 working days.
    • For incomplete documentation, customers will be informed within 14 working days.
  • Payment received by customers within 7 working days after we receive the acceptance of the offer and/or Discharge Voucher and all relevant documents.
  • 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 customer of the next level of escalation if the claims settlement/rejection is not to his/her satisfaction

  1. 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 : info@bsompo.com.my

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

    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

Berjaya Sompo Insurance Berhad will have in place a Privacy Policy that will ensure the safety and security of the usage of client information. The Privacy Policy will have 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.

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.