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Tune Protect Customer Service Charter

At Tune Protect Malaysia, we are committed to providing efficient, responsive and reliable service to our customers. Our Customer Service Charter outlines our minimum commitment to providing quality services and gives our customers references by which our performance can be measured. It is guided by four (4) service pillars, that we pledge in responding to the needs of our customers as well as provides clear service benchmark, making our focus on our customers our main priority.

The four pillars are:
  1. Insurance made accessible
  2. Knowing our customers
  3. Delivering timely, transparent and efficient service
  4. Ensuring fair, timely and transparent claims settlement process

 

PILLAR 1: INSURANCE MADE ACCESSIBLE

We are committed to making insurance products easily accessible to our customers. From the point of obtaining information, to purchasing and thereafter making enquiries, we provide multiple physical and virtual channels for our customers.

You will be kept informed on the physical and engagement channels available for you to purchase products or to make enquiries. Channels availability may vary from time to time and you will be informed accordingly

We welcome your feedback, suggestions or complaints on how we can serve you better. You may deposit your feedback, suggestions or complaints through these channels:
 

For more details, please visit https://www.tuneprotect.com/corporate/malaysia/contact-us/

In addition to the multiple channels of communication for you to reach us, we will also conduct periodic customer satisfaction feedback/surveys from you to ensure that your voices are heard and your needs are fulfilled, where applicable.

 

PILLAR 2: KNOWING OUR CUSTOMERS

We will strive to help you find the right product to suit your needs through our knowledgeable, well trained and ethical staff and/or intermediaries who are available to serve you based on your needs and wants.

For us to understand you and your profile adequately, we, including our staff and/or intermediaries shall, where applicable:
 

  • Listen to you attentively.
  • Acknowledge and properly understand your needs and preferences.
  • Acquire information and documents from you 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 your needs and wants.

Any options provided to you shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

 

PILLAR 3: DELIVERING TIMELY, TRANSPARENT AND EFFICIENT SERVICE

We have set a standard commitment on clear responsibilities towards you and will strive towards upholding it. This Customer Service Charter covers a concise objective and mission, with values to be provided to you (e.g. fairness, transparency, integrity, ethics, professionalism and timeliness) and the efficiency / effectiveness of our communication channels.

In respect of the above, we have set clear expectation on time taken (turnaround time) for various services which include:
 

  • Walk-in customers (branches)
    Customer Waiting Time: Within 10 minutes.
  • Policy Servicing
    We will ensure efficient policy servicing and provide relevant documentation in a timely manner. You 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.
Our policy servicing is based on the following service level:

General
  1. Policy Issuance (upon acceptance in the policy system)
    New and Existing Customer:
    1. Motor
      On-line (E-policy) : Immediately
      Non on-line (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)
  2. 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
  3. Renewal notice issuance: 30 calendar days before expiry of existing policy.
  4. Cancellation/ surrendering of policy (including refund of premium).
    1. Motor - within 5 working days
    2. Non-Motor - within 7 working days
We will be open and transparent in our dealings. The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centres / social media / 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 your information, and the 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.
We will follow through and provide the requisite answers / updates to your queries & complaints promptly through these channels:
  • Phone
    Our phone services are based on the following service level:
    1. Enquiries/complaints that do not require follow-up will be resolved during the first call
    2. Enquiries/complaints where follow up is required will be resolved within 3 working days from the date of the first call.
  • Written (Email, fax, written letter & social media)
    1. Email/ Social media:
      1. We will provide acknowledgement response within 1 calendar day.
      2. An acknowledgement to include expected timeline and any other relevant information.
      3. For non-complex enquiry, we will respond within 3 working days from date of receipt.
    2. Letter or fax
      Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.
  • Counter/Branches Enquiries/Complaints
    Our walk-in services are based on the following service level:
    1. You will be served within 10 minutes of joining the customer service queue.
    2. Enquiries/complaints that do not require follow-up will be resolved on that one visit.
    3. If a follow-up is required you should receive a response from us within 5 working days from the date of your first visit.
  • Complaints Handling
    We will ensure consistent and thorough complaints handling. Our complaints handling process is as follows:
    1. You can submit your complaint through the following channels:
      1. Customer Service Department:
        Level 7, Wisma Tune, 19 Lorong Dungun,
        Damansara Heights,50490 Kuala Lumpur,
        Malaysia
      2. Fax No: 03-20941366
      3. Customer Service hotline: 1 800 88 5753
        (Monday – Thursday, 9am – 5pm; Friday, 9am – 4.30pm)
      4. Email: hello.my@tuneprotect.com
      5. Website: https://www.tuneprotect.com/corporate/malaysia/contact-us/
    2. A verification process will be performed on the policyholders.
    3. We will communicate clearly on the issue and gather adequate information for an informed resolution.
    4. We will address the issue in an equitable, objective and timely manner by informing you on our 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, we shall inform you accordingly and update progress every 14 calendar days. If not resolved, we shall update you within another 14 calendar days. Thereafter, after every 30 calendar days.
    6. We will keep you updated if unable to address issues within the stipulated timeframe.
    7. If you are still not satisfied with our response to your complaint, you may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:

      Address:

      Ombudsman for Financial Services
      Level 14, Main Block,
      Menara Takaful Malaysia,
      No. 4, Jalan Sultan Sulaiman,
      50000 Kuala Lumpur

      Tel: 03 - 2272 2811

      Fax: 03 - 2272 1577

      Email: enquiry@ofs.org.my

      Website: www.ofs.org.my

       

    8. You may also choose to refer your matter to Bank Negara Malaysia (BNM) at:

      Address:

      Bank Negara Malaysia
      Laman Informasi Nasihat dan Khidmat (BNMLINK)
      Ground Floor, D Block, 7
      Jalan Dato’ Onn
      50480 Kuala Lumpur

      Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)

      Fax: 03-2174 1515

      Email: bnmtelelink@bnm.gov.my

      Website: www.bnm.gov.my

PILLAR 4: ENSURING FAIR, TIMELY AND TRANSPARENT CLAIMS SETTLEMENT PROCESS

We will 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. You will be informed of the estimated time taken for claims settlement process and expected service standard.
  2. You shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
  3. All claims notifications through agents/intermediaries must reach us 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, you shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
  5. We will state key claims procedures and assign timelines to it, (i.e. appointment of adjuster, claims assessment, etc.)
  6. You 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, we will strive to update every 20 working days on the progress.
We will keep you informed of the next level of escalation if the claims settlement /repudiation are not to your satisfaction, you can write to us at:
  1. Customer Service Department:
    Level 7, Wisma Tune, 19 Lorong Dungun,
    Damansara Heights,50490 Kuala Lumpur,
    Malaysia
  2. Fax No: 03-20941366
  3. Customer Service hotline: 1 800 88 5753
    (Monday – Thursday, 9am – 5pm; Friday, 9am – 4.30pm)
  4. Email: hello.my@tuneprotect.com
  5. Website: https://www.tuneprotect.com/corporate/malaysia/contact-us/

If you are still not satisfied with our response to your claims, you may wish to have the matter reviewed by the Ombudsman for Financial Services (OFS) at:

Address:

Ombudsman for Financial Services
Level 14, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur

Tel: 03 - 2272 2811

Fax: 03 - 2272 1577

Email: enquiry@ofs.org.my

Website: www.ofs.org.my

 

You may also choose to refer your matter to Bank Negara Malaysia (BNM) at:

Address:

Bank Negara Malaysia
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Ground Floor, D Block, 7
Jalan Dato’ Onn
50480 Kuala Lumpur

Tel: 1-300-88-5465 (local) / 03-2174 1717 (overseas)

Fax: 03-2174 1515

Email: bnmtelelink@bnm.gov.my

Website: www.bnm.gov.my


When we issue 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, we will include the following statement prominently:

“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).”

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