Manulife Insurance Berhad Client Charter

INTRODUCTION

Manulife Insurance Berhad is a progressive company, not just in the products and services we offer but also in the way we do business. We aspire to be the trusted and most preferred financial service provider in Malaysia by providing caring and professional financial services to fulfill people’s dreams.

Looking after our customers’ interest is our priority and in the course of doing so, we strive to meet the following standards:

 

EASY TO REACH

We are committed to provide efficient and effective services in handling complaints and enquiries. You can contact us through these channels:

  • Visit any of our service centres nationwide (during our business hours)
  • Call us at : 03-2719 9112 (during our business hours)
  • Write to us at:
    Customer Service Centre
    Manulife Insurance Berhad
    12th floor Menara Manulife
    6 Jalan Gelenggang
    Damansara Heights 50490
    Kuala Lumpur
  • Fax: 03-2092 2960
  • E-mail: MYLife_CustomerService@manulife.com

For more details, please visit www.manulife.com.my

 

OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us. We continuously look for ways to improve our services to you and welcome your feedback.

Our complaints handling process is based on the following principles:

  • Acceptance – we will review and respond to all complaints received.
  • Ownership – we take responsibility for resolving complaints. We will inform you if your enquiry / complaint requires specific handling due to its nature or complexity.
  • Collection of information – we will request for further information and clarification if necessary.
  • Fair Treatment – we will ensure that all complaints are treated fairly.
  • Timeliness – we will strive to resolve non complex complaints within 14 calendar days. For complex complaints that may take more time to resolve, we will keep you informed of our progress.
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

We are committed in ensuring that all the above principles are adhered to when handling your complaints.

 

Details of your Enquiries/Complaints

It is important that you give us as much information as possible with regards to your complaints. At the very minimum, please provide the following information:

  1. Policy Information - your name or policy number
  2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, e-mail, etc). If you wish to be called only during certain hours, please let us know.
  3. Complaint Information - what your complaint is about, what happened, when it happened and the people involved. If you have evidence to support your complaint, please provide that as well.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution. You will also be advised by the Company on the alternative dispute resolution methods.

 

Recording of Complaints

All complaints received are recorded in a register with a reference number allocated to each complaint. The Company will maintain records on work done, status and progress of each case for easy monitoring, tracking, retrieval and analysis.

 

PROMPT RESPONSE TO ENQUIRIES

We strive to provide timely responses to all interactions with us.

  1. Walk-in Customers
    • Customers will be served within 10 – 15 minutes.
  2. Phone Enquiries
    • Responses to our automated voice response enquiries are instant
    • Calls are answered within 10 – 15 seconds.
    • Resolution within 7 calendar days for enquiries requiring follow-up.
  3. Enquiries via e-mail and correspondence with regards to enquiries related to product feature, policy information, policy status and policy request processing status
    • Acknowledgement of receipt will be sent to the sender upon receipt of the e-mail.
    • E-mail responses would be given within five calendar days from the date of receipt for non-complex enquiries.
    • Correspondence would be replied to within five calendar days from the date of receipt for non-complex enquiries.
    • You will be updated regularly if enquiries are complex, requiring in-depth investigation.
  4. Live chat
    • Live chat requests will be acknowledged and responded to within 60 seconds (during business hours).
 

PROMPT RESPONSE TO COMPLAINTS

  1. Complaints via e-mail and correspondence.

    Once a complaint is recorded:
    • Acknowledgement of receipt will be sent to the sender upon receipt of the e-mail.
    • We endeavor to resolve non-complex cases within 14 calendar days from the date of receipt.
    • The customer will be updated regularly if complaints are complex, requiring in-depth investigation. A decision will be conveyed to you not later than 30 calendar days from the date of receipt.

DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS
It is our endeavor to assess and respond to all claims submitted 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 seven business days. Upon submission, the following claims procedure commences:

  • Claims registration upon receipt of notification.
  • Request for complete documentation. For forms related to specific claim, please visit www.manulife.com.my .
  • Claims assessment will be done in three business days from full documents received date.
  • You will be updated on the progress of your claim in seven business days.
  • Cheque issuance by Company in two business days from claims approval date.
  • Cheque will be posted to customers in two business days from cheque issuance date.

If you are not satisfied with the claims decision, please write to our Complaints Unit of the Customer Service Centre at the address stated above.

ANTI-FRAUD STATEMENT
Manulife Insurance Berhad is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possible fraud. Our approach to fraud control centres 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 a 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 minimize losses.

 

KEY POINTS TO REMEMBER

  1. Free Look Period
    • The free look period starts from the date you first receive your new policy document.
    • If you decide to cancel your policy, you have 15 days from the date you first received the policy document. Please write to the company to confirm your intention.
    • The full premium will be refunded if cancellation is made during the free look period.
  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 unauthorized access, which could result in alteration, destruction or theft of data, or which compromise the confidentiality of our customers’ data. In doing so , we will ensure compliance by our staff with the strictest standards of security and confidentiality.

    • Your personal information will only be used by Manulife Insurance Berhad authorized personnel in the course of processing and administering your insurance policy.
    • Your data will never be shared with another party that is not authorized by Manulife Insurance Berhad to process or administer your policy.
  3. Comprehensiveness and Transparency in Product Information

    We are also committed at all times, to 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 of our product and services. If we reject an application to purchase our product, we will inform the applicant of the rejection within seven business days