Customer Service Charter

Liberty Insurance is committed in pursuit of delivering an exceptional service experience to our internal and external customers in tandem with our values as below:

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We are aligned and supportive with initiative by Bank Negara Malaysia along with PIAM, LIAM and MTA, that formalized the industry’s Customer Service Charter especially for the Malaysian Insurance and Takaful industry at large through 4 key pillars, namely:

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Better Engagement & Improved Services

Our Commitment

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

Our Service Level

We offer an active engagement model wherein a customer is aware of:

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

 

Reinforce that insurance is easily accessible via various channels, physically and virtually.

Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.
Customers have access to the following:
  1. An insurance agent locator.
  2. List of customer engagement channels, i.e. corporate website, self-service portal and contact centre.
  Note: Channel availability may vary from time to time, and customers will be informed accordingly.

 

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

Emergency Roadside Assistance Hotline: 1 800 88 5005
Customer Service Hotline: 1 300 888 990
Fax: +603 2693 0111

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Liberty Insurance Berhad, Ground Floor, Menara Liberty, 1008 Jalan Sultan Ismail, 50250 Kuala Lumpur

Corporate Website and Self Service Portal
www.libertyinsurance.com.my

Email
customercare@libertyinsurance.com.my

Note: The Insurer will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.