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Treat Customers Fairly Charter

We pledge to treat you in a fair and transparent manner at every step of your journey with us.

 

1. WE COMMIT TO EMBEDDING FAIRNESS IN OUR CORPORATE CULTURE AND CORE VALUES, as customers' financial well-being lies at the heart of all that we do

  1. We will uphold good standards that protect the rights and interests of our customers. This includes providing financial services or products suitable to our customers’ financial circumstances;
  2. Our team of professionals are continuously trained to ensure customers are treated fairly; and
  3. It is our duty to preserve the confidentiality of our customers' data and privacy.

 

2. WE COMMIT TO SETTING WELL-BALANCED CONTRACTUAL TERMS, as besides meeting their insurance needs, we want to ensure they receive a fair deal

  1. We commit to ensuring that customers are provided with fair & transparent terms;
  2. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers; and
  3. We will ensure that the terms and conditions set out the respective rights, liabilities and obligations as clearly and fair as possible in plain language.

 

3. WE COMMIT TO MAXIMISING TRANSPARENCY IN OUR CUSTOMER JOURNEY, to ensure customers obtain all relevant information in a timely manner

  1. We will provide customers with relevant and timely information in a product disclosure sheet containing key product features, fees and charges, risks and benefits;
  2. The information will be communicated in a clear and concise manner; and
  3. We will ensure critical terms are brought to customers’ attention and explained to the customers.

 

4. WE COMMIT TO ENSURING THAT OUR STAFF, REPRESENTATIVES AND AGENTS EXERCISE DUE CARE, SKILL AND DILIGENCE when dealing with customers

  1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
  2. We will clearly disclose actual or potential conflicts of interest; and
  3. We will always prioritize the principles of treating customers fairly when liaising with customers.

 

5. WE COMMIT TO ENSURING THAT CUSTOMERS RECEIVE SUITABLE ADVICE, so they can decide on the best product that meets their financial needs

  1. We will provide clear, relevant, and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions; and
  2. We will ensure our team of professionals have the necessary knowledge and expertise for them to advise you based on your financial needs

 

6. WE COMMIT TO ENSURING THAT CUSTOMERS' COMPLAINTS AND CLAIMS ARE HANDLED IN A prompt, fair and effective manner

  1. We commit to ensuring that customers' complaints and claims are handled in a timely manner via a well-documented complaints handling process;
  2. We commit to providing clear redress options should customers decide to further escalate their complaints;
  3. We commit to monitoring and evaluating the nature and trend of complaints received, through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified; and
  4. We strive to continuously learn and improve the customer experience journey with us.

 

7. WE COMMIT TO ENSURING THAT VULNERABLE CONSUMERS ARE TREATED FAIRLY AND EQUITABLY, including by our staff, representatives and agents

  1. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
  2. We will ensure that our staff, representatives and agents are well trained to recognize, assess and respond appropriately to the needs of vulnerable customers; and
  3. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.

 

On a related note, we continuously strive for service excellence by following our Customer Service Charter (CSC). To view our CSC, please click here.

These charters are among the many ways we espouse our dealing with you.