Our Business


Tune Protect strives to make insurance an easy and understandable process for our customer. We actively enhance the customer experience through the following initiatives:

  • Enhancing Our Customer Journey with 3-3-3
    In line with our 3-3-3 brand promises, we continue to dedicate our resources to amplify customer experience and cater for the needs of our digitally savvy customers.
  • Our live chat feature integrates our social media platforms into our Business to Consumer website. Other initiatives that continue to strengthen our response time include training sessions held by our Customer Excellence team.
  • We have in place customer service procedures and charters that meet our ambition to provide our valued customers the convenience of a one-stop service centre, while delivering top-notch customer experience, which is achieved through our:
    • Customer service centre
    • Customer satisfaction survey (Customer NPS survey)
    • Enquiry management system
    • Digital platforms
    • Social media platforms
    • Email
    • Online surveys
Year Customer Experience (CNPS)
2023 +45
2022 +39
2021 +14

As part of our growth strategy and ensuring continued customer service excellence, digitalisation assists us in expanding our reach and creating long-term value for customers.

  • Going Cloud-Based
    We are Malaysia’s first insurance company to launch and leverage the SAP insurance core on to Cloud which allows utilisation of cloud technology for efficient and quicker turnaround time for services.
  • Mobile-First Approach
    Our mobile app allows customers to buy and manage their policies as well as submit and view their claims on-the-go. Our PUMP membership drives customer engagement by leveraging a points and awards system.
  • Robotic Process Automations (RPA) and Digital Operations
    We have integrated 17 robotics process automation technologies into 68 progressive internal processes within Operations. Utilising RPA has allowed us to minimise human errors while increasing efficiency and productivity to serve our customers better.
  • Fast and Lean Operations (“FLO”)
    FLO is a digital work platform that enhances our admin payment processes and streamlines operations. Currently, FLO is applicable for Policy Issuance, Admins Payment, Claims Payment and Claims Notification.

The Group’s focus on leveraging technology and digitalisation makes our products and services more accessible to a larger demographic, such as the underserved and unserved markets. Our strategic partnerships and collaborations further enhance our product offerings, ensuring they are relevant and competitive.

  • Strategic Partnership with Credit Guarantee Corporation Malaysia
    Leveraging the expertise and resources of both parties, Tune Protect and Credit Guarantee Corporation Malaysia (“CGC”) will offer simplified and seamless insurance options tailored to the evolving needs of Micro, Small and Medium Enterprises (“MSMEs”).
  • FLEXIOne
  • Donation to Madhya’s Gift Fund
    In line with the Group’s business pillar of Health, we continued to work with Yayasan Chow Kit (“YCK”) and contribute to Madhya’s Gift, their children’s health fund, which provides health care to children from underprivileged families.

  • Local Procurement
    Our Procurement team manages our procurement processes and ensures smooth business transactions with our wide range of suppliers, many of which are SMEs.
  • Responsible Investing and Underwriting
    The Group is mandated as per our Group Investment Policy to integrate ESG considerations into our investment portfolio. Additionally, our external fund managers are required to ensure that ESG considerations are taken into account during the decision-making process of our investment funds.

We have achieved our commitment to Zero Coal in our underwriting portfolios, seven years ahead of our target of 2030. Other industries excluded from our portfolio include tobacco and arms manufacturing, demonstrating our ethical commitment and integrity as a health insurer.