Customer Service Charter

Liberty Insurance is committed in pursuit to deliver exceptional service experience to our internal and external customers in tandem to our values as below:
  • Keep it Simple
  • Be Open
  • Act Responsibly
  • Make things better
  • Put people first
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 at large through the key 4 pillars namely:
  • Insurance made Accessible
  • Know your Customer
  • Timely, Transparent & Efficient Service
  • Fair, Timely & Transparent Claims Settlement Process

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

  1. 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.
  2. 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:
    • An insurance agent locator.
    • List of customer engagement channels, i.e. corporate website, self-service customer web portal and call center.

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:

Corporate website: www.libertyinsurance.com.my

Self-service customer web portal: www.libertyinsurance.com.my

Customer Service Hotline: 1 300 888 990

Emergency Roadside Assistance Hotline: 1 800 88 5005

Website: www.libertyinsurance.com.my

Email: customercare@libertyinsurance.com.my

Fax: +603 2693 0111

Letter:
Liberty Insurance Berhad
9th Floor, Menara Liberty
1008, Jalan Sultan Ismail
50250 Kuala Lumpur

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

Build Trust

Our Commitment

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

Our Service Level

  1. Knowledgeable and ethical staff and agents are available to serve customers.
  2. Training
    • Ensure employees and intermediaries are properly trained on products and services offered.
    • Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
  3. Understanding Customers’ Needs
    • In order to understand the customers’ profile adequately, insurers operator including their agents shall:-
    • Listen attentively to the customers.
    • Acknowledge and properly understand the customers’ needs and preferences.
    • Ask for requisite information and documents to advise the customers 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 the customers’ needs and wants.
  4. 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.

Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and insurers / takaful operators shall operate accordingly.

Customer Satisfaction

Our Commitment

We will set clear responsibilities towards customers and uphold it.

Our Service Level

A standard commitment on clear responsibilities to be a mandatory write up on all client charters should cover the following guiding principles:-

  1. A clear and concise objective of the Charter.
  2. Mission.
  3. Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness.
  4. 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.
  5. Efficient/effective communication channels.

Our Commitment

We will set clear expectation on time taken for various services.

Our Service Level

  1. Delivery of Services:-
    1. Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels (head offices / branches / brochures / call center / website).
  2. Standards to be adopted:-
    1. Serve Walk-in Customer Promptly:
    2. Customer Waiting Time: Within 10 minutes.
  3. Customers shall be informed of each step and documentation required to alter, renew, 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.
  4. Customers are to be reminded in the renewal notice to inform the insurance company of any changes in the risk before renewal.
  5. The standard operating procedure on dealings with customers must be clearly complied with.

Our Commitment

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

Our Service Level

Policy Issuance (upon acceptance in the policy system) New and Existing Customer:

  1. Motor
    1. E-policy – Immediately
    2. Manual: 5 working days *(with the exception of new vehicles to be registered with JPJ)
  2. Non-Motor - within 10 working days *(applicable for individuals only, not applicable to group)
  3. Change of policy details / reissuance upon lapse / endorsement (upon acceptance in the policy system):
    1. Motor - within 3 working days
    2. Non-Motor - within 5 working days
  4. Renewal notice issuance: 30 calendar days before expiry of existing policy.
  5. Cancellation/ surrendering of policy (including refund of premium).
    1. Motor - within 5 working days
    2. Non-Motor - within 7 working days

Note: The timelines above do not take into account onboarding process – insurers / takaful operators have their own onboarding process/introduction to its products and services.

Our Commitment

We will be open and transparent in our dealings

Our Service Level

The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centers / 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).
  3. Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (life & family takaful) & insurers’ / takaful operators’ right to reject or accept applications.
  4. All the above information shall be explained and stated using simple words and in an easy to understand manner.
  5. Note: The timelines above do not take into account onboarding process – insurers / takaful operators have their own onboarding process/introduction to its products and services.

Our Commitment

We will follow through and provide the requisite answers / updates to customers’ queries & complaints promptly

Our Service Level

  1. Phone
    1. Where no follow up is required – Immediate such as first call resolution.
    2. Where follow up is required – Within 3 working days from the date of the first call
  2. Written (Email, fax, written letter & social media)
    1. For Email:-
      1. Provide acknowledgement response within 1 calendar day.
      2. Acknowledgement to include expected timeline and any other relevant information.
      3. Non-complex enquiry - respond within 3 working days from date of receipt.
    2. For letter or fax
      1. Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
  3. Counter/Branches
    1. Where no follow up is required, insurers operators will endeavor to provide first touch point resolution immediately.
    2. Where follow-up is required – within 5 working days from the date of the first visit.

Note: Where enquiry is complex, insurers / takaful operators will provide a reasonable timeframe and keep the customer updated accordingly.

Our Commitment

We will ensure consistent and thorough complaints handling

Our Service Level

To adopt the following:-

  1. Customers shall be informed of the various options for submitting a complaint through available channels, depending on the insurers operators channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number and address), website,etc.
  2. A verification process has to be performed on the policyholders / participants.
  3. Communicate clearly on the issue and gather adequate information for an informed resolution.
  4. Address the issue in an equitable, objective and timely manner by informing the complainants on insurers’ operators’ decision no later than 14 calendar days from the date of the receipt of the complaints.
  5. If the case is complicated or requires further investigation, insurer operator 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.
  6. Keep the complainants updated if unable to address issues within the stipulated timeframe.
  7. Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. Contact details of Bank Negara Malaysia LINK, BNMTELELINK and Financial Ombudsman Scheme must be clearly provided.

Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers / takaful operators shall operate accordingly.

Provide Peace of Mind to Customers

Our Commitment

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

Our Service Level

  1. To 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:-
    1. Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
    2. This information shall be made available through various channels (i.e. branches/brochures/call centers/media/website).
  2. Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
  3. All claims notifications through agents must reach the insurers operators within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
  4. If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
  5. o state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
  6. Customers will be updated on the progress / decision every 14 working days.
  7. 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, the insurers / takaful operators will strive to update every 20 working days on the progress.

Note: Claims settlement and timeline for general insurance business is governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices and general insurers / takaful operators shall operate accordingly.

Our Commitment

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

Our Service Level

To keep the customer informed of the next level of escalation if the claims settlement /repudiation is not to his/her satisfaction.

  1. Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call center / website).
  2. Any letter of rejection/repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently:-
  3. Any person who is not satisfied with the decision of the Insurer / Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme, entitled: ………

Note: for the policy owners who made a claim/report.