HomeCustomer Service Charter
INTRODUCTION
 
At AmMetLife Takaful Berhad, customers are at the heart of everything we do. We aspire to fulfill the needs of our customers by being clear and transparent to enable our customers to enjoy better financial security.

We are focused on meeting our customers’ diverse needs with innovative solutions at different stages of their lives, making it easier and simpler for families and individuals to achieve financial security and pursue more from life.

We are committed to continuously deliver suitable financial solutions for all our customers to help them live confidently today and be ready for tomorrow.


PILLAR 1:  TAKAFUL MADE ACCESSIBLE
 
  1. Our takaful products are easily accessible to customers via various channels, physically and virtually for obtaining information, participating in the product or enquiries
    1. We offer an active engagement model where you will be made aware of:
      • Multi-channel options and accessibility for participating in the product and enquiries.
      • Where and how to provide feedback, suggestions and complaint.
    2. We keep you informed of the physical and engagement channels available to you to participate in the products or make enquiries. Specifically, we give you access to the following:
      • Takaful agent locator.
      • A list of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.
    3. We will inform you of the channel availability which may vary from time to time.
       
  2. Easy to reach

    We're always ready to assist our customers in providing efficient and effective responses when handling enquiries and complaints. Customers can contact us through these channels:
     
    • Customer Self-Service Portal at Welcome to My Portal
    • Call our Customer Care Centre at 1300 22 9777
    • Email us at: customercare@ammetlifetakaful.com (For enquiries / complaints)
    • To SMS: Type AMT< space >Message and send to 33911
    • Fax to us at 03 2272 3229
    • Visit any of our 15 AmMetLife branches nationwide
    • Write to us at:

      Customer Care Centre
      AmMetLife Takaful Berhad
      Level 6, Menara 1 Sentrum
      No. 201, Jalan Tun Sambanthan

      For more details, please visit www.ammetlifetakaful.com

      We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know. If we have exceeded your expectations, we would be glad to hear them too.
       
PILLAR 2:  KNOW YOUR CUSTOMER
 
  1. We strive to help you find the right product that suits your needs
    1. We ensure that knowledgeable and ethical staff and agents are available to serve you.
    2. Training:
      • We ensure that our employees and intermediaries are properly trained on products and services offered.
      • Training are provided any time a new product is launched and regularly refresher course on existing products.
    3. In order to understand your profile and needs adequately, we:
      • Listen to you 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 on the Personal Data Protection Act 2010.
      • Offer options of suitable products and services to meet your needs and wants.
    4. Any options provided to you shall be explained and on an "opt-in-basis", e.g. riders, sharing/using your information for marketing and research purposes.
       
PILLAR 3:  TIMELY, TRANSPARENT AND EFFICIENT SERVICE
 
  1. We set clear responsibilities to you as our customer, and uphold it. 

    We have a standard committment on clear responsibilities which is written in our Customer Service Charter and it covers the following guiding principles:
    1. ​A clear and concise objective of the Charter.
    2. Mission.
    3. Values that we provide to you, such as fairness, transparency, integrity, ethics, professionalism, timeliness.
    4. Efficient/effective communication channels.
       
  2. We set clear expectation on time taken for various services

    To allow our customers to have a clear expectation on time taken for various services:
    1. Delivery of Services:
      Information on turnaround time on delivery of services is made available in the Customer Service Charter through various channels (head office / branches / call center / website).
    2. Standards to be adopted:
      Serve Walk-in Customer Promptly:
      • Customer Waiting Time:  Within 10 minutes.
         
  3. We ensure efficient certificate servicing and provide relevant documentation in a timely manner.
    1. We will inform you of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as the consequences arising from any of these actions.
    2.  We will remind you to inform us of any changes in the risk before renewal, via the renewal notice we issue to you.
    3. We comply with the standard operating procedure that has been set in all our dealings with you.
       
  4. We ensure efficient certificate servicing and provide relevant documentation in a timely manner – Family Takaful
    1. Certificate Turnaround Time (from receipt of  full documentation, information and payment of contribution):
      • Certificate Issuance (upon acceptance in the policy system)
        For New and Existing Customer:
        • Standard cases - within 5 working days
        • Additional information required / pre-existing medical condition / complex cases - within 10 working days
           
      • Change of certificate details (endorsement):
        • Certificate Changes (Non-financial): within 3 working days
        • Certificate Changes (Financial):
          • Standard cases – within 5 working days
          • Additional information required / pre-existing medical condition / complex cases – within 10 working days
      • Reinstatement: within 10 working days (with payment and complete documentation.)
         
    2. Renewal notice issuance:
      • For certificate with guaranteed renewal, we aim to issue contribution due notification not less than 30 calendar days before the next contribution due date.
      • We aim to issue the notification of Revised Contribution to basic term certificate / term rider that is eligible for renewal not less than 30 calendar days before the expiry of existing certificate / rider.
         
    3. Cancellation/surrendering of certificate:
      We aim to complete the process within 10 working days upon receipt of full documents. This also includes the processing of refund contribution.
       
    4. We aim to issue medical / hospitalization card for individuals within the same business day of certificate issuance.

      Note: The timelines above do not take into account the onboarding process/introduction that we have for our products and services.
       
  5. We are open and transparent in our dealings

    You will have easy access to the following information which is made available through various channels of communication such as branches / brochures / call center / 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 and charges (other than contributions) as well as obligations in the use of a product or service.
       
  6. We follow through and provide answers / updates to your queries and complaints promptly

PROMPT RESPONSE TO ENQUIRIES
 
We strive to provide timely responses to all interactions with us. 
 
  1. Phone Enquiries
    1. Responses to our automated voice response enquiries are instant
    2. Calls are answered within 20 seconds/rings.
    3. Resolution within 3 working days for enquiries requiring follow up.
       
  2. Enquiries via e-mail
    1. An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
    2. Email responses would be given within 3 working days from the date of receipt for non-complex enquiries.
    3. You will be updated regularly if enquiries are complex requiring in depth investigation.
       
  3. Enquiries via letter/fax
    1. Enquiries will be replied within 3 working days from the date of receipt for non-complex enquiries.
    2. You will be updated regularly if enquiries are complex requiring in depth investigation.
       
  4. Walk-in Customers
    1. Walk-in customers will be served within 10 minutes.
    2. First touch point resolution for enquiry without any follow-up required.
    3. Resolution within 5 working days from the date of first visit for enquiries requiring follow-up.

PROMPT RESPONSE TO COMPLAINTS
 
We strive to provide timely responses to all your interactions with us.
 
  1. Complaints via phone
    1. Customers that call in to complain will be guided to write in to our Customer Resolutions Unit.
       
  2. Complaints via e-mail and correspondence
    1. Please send in your written complaint accompanied with your signature. If you are not the Certificate Holder, an Authorisation Letter from Certificate Holder authorising the complainant to take action on behalf of the Certificate Holder must be attached together as well.
    2. An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
    3. As for non-complex case, we endeavour to resolve within 14 working days from the date of complaint.
    4. The customer will be updated regularly if complaints are complex requiring in-depth investigation.  Progress update will be sent on 14 days.  If not resolved, update in another 14 days.  Thereafter every 30 days.
       
  3. Walk-in Customers
    1. Walk-in customers will be served within 10 minutes.

Details of your Enquiries/Complaints

In order to respond to your enquiries or resolve your complaints, it is important that you give us as much information as possible.
 
When you contact us, please provide as much of the following information as you can:
 
  1. Account Information - your name, NRIC number, and Certificate number.
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.) and your correspondence address as well. If you wish to be called only during certain hours, please let us know your preferred time.
  3. Enquiry or Complaint Information - what your enquiry or complaint is about, what happened, when did it happened and who were involved. If you have documents or evidence to support your enquiry or complaint, please provide us as well.

Once we receive this information, we will be able to look into your enquiry or investigate your complaint and work towards a resolution.

If you are not satisfied with the response or the decision of our company regarding your complaint, you may refer to Bank Negara Malaysia (BNM) for a dispute in relation to any monetary limit above RM250,000 or Ombudsman for Financial Services (“OFS”) for a dispute up to RM250,000.

Bank Negara Malaysia
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
 
Ombudsman for Financial Services (664393-P)
(formerly known as Financial Mediation Bureau)
Level 14, Main Block, Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

Tel: 03-2272 2811
Fax: 03-2272 1577
Email: enquiry@ofs.org.my 
Website: www.ofs.org.my


PILLAR 4:  FAIR, TIMELY AND TRANSPARENT CLAIMS SETTLEMENT PROCESS

It is our endeavour to settle justified claims promptly through standardized procedures in claims administration.  To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 8 working days.  The claims procedure is as follows:
  1. Claims registration, complete documentation (stamp date received).
     
  2. Claims assessment will be done in 5 working days.
    1. For normal cases, customers will be updated on the progress within 8 days.
    2. For complex claims cases (insufficient documents), customers will be updated on the progress within 14 working days.

We strongly recommend you to submit your bank account details in the claim forms for us to directly credit any claim proceeds to your account.

If you are not satisfied with the claims decision, please write to us at:
 
Customer Resolutions Unit
AmMetLife Takaful Berhad
Level 22, Menara 1 Sentrum
No. 201, Jalan Tun Sambanthan
50470 Kuala Lumpur

Or email us at: customercare@ammetlifetakaful.com


ANTI-FRAUD STATEMENT
 
AmMetLife Takaful Berhad is committed to provide the highest quality products and services through the integrity and ethical practices of its employees and business partners.  AmMetLife Takaful Berhad in collaboration with global expertise, MetLife, has implemented a comprehensive plan to prevent, detect, and investigate fraud throughout its corporate family, which includes AmMetLife Takaful Berhad.  Our approach to fraud control is focused on maintaining a legal, compliance and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud.  We believe in zero tolerance to fraud.


SHARIAH COMPLIANCE
 
At AmMetLife Takaful Berhad, Shariah has been recognised as the overarching principles which govern all aspects of businesses and operations.  The people at AmMetLife Takaful Berhad, shall adhere and ensure, their activities and day-to-day transactions are compliant with Shariah principles.  Pursuant to that, the qualified Shariah officers are employed to undertake the responsibilities and provide a guidance from Shariah perspectives, under the supervision of the prominent Shariah Committee members.


KEY POINTS TO REMEMBER
 
Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future.  Our journey with you continues throughout your lifetime and for your future generations.  Our relationship with you is built on a platform of mutual trust and respect.  To strengthen that trust, we have included some key points which could help you in making the right decision pertaining to your Certificate.
 
  1. Free Look Period
    1. The free look period starts from the date you first received your new Certificate document.
    2. If you decide to cancel your Certificate, you may return the Certificate for cancellation within 15 days upon receipt of the Certificate document.  Please inform us by writing, on your intention and return the Certificate document back to us.
    3. The full contribution less any medical expenses incurred in issuing the Certificate will be refunded if cancellation is made during the free look period of 15 days.
    4. In relation to Investment-Linked Takaful Products, if the Certificate is cancelled by the Certificate Holder within 15 days of receipt of the Certificate, AmMetLife Takaful Berhad shall refund:
      • the Wakalah fee; AND
      • the prevailing value of units (if any) in the Participant's Investment Fund (PIF) at the Unit Price at the Next Valuation Date; AND
      • any Tabarru's and monthly service fee that have been deducted.
         
  2. Your Personal Information

    We are committed to ensure the safety and security of our customer’s personal information in our operations.  As such, we have in place strong security measures to prevent unauthorised access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data.  In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.
    1. Your personal information will only be used by AmMetLife Takaful Berhad authorised personnel in the course of processing and administering your Takaful Certificate.
    2. Your data will never be shared with another party that is not authorised by AmMetLife Takaful Berhad to process or administer your Certificate.
    3. AmMetLife Takaful's Privacy Notice and Request for Alteration Form is available at AmMetLife Takaful's website and branches.
       
  3. Comprehensiveness and Transparency in Product Information

    We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive.  As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.
     
  4. Disclaimer

    We reserve the right to accept or reject an application to participate in our product/s.  We will inform the applicant of the rejection and will also state the grounds for rejecting the application.

    AmMetLife Takaful Berhad does not warrant the accuracy, adequacy or completeness of the information in the Customer Service Charter and expressly disclaims liability for any delays, errors or omissions in the information provided. In addition, AmMetLife Takaful Berhad may, from time to time, at its absolute discretion, change, delete or replace the information provided therein.

    The information contained in this Customer Service Charter is strictly to be read and construed as general information for quick reference purposes only and is not intended to, and does not create any legally binding rights or obligations.

    Should you require more information or further details regarding your Certificate, please contact us via our channels listed on the EASY TO REACH section of this Customer Service Charter.  Alternatively, you may also contact your friendly AmMetLife Takaful agent for any assistance required for your Certificate.