Client Charter

CIMB Aviva Assurance Berhad/CIMB Aviva Takaful Berhad

Introduction

At CIMB Aviva, our aim is to provide you the best-in-class products and services that meet your needs, As such, we are committed to continuously improve our customer services and we value your feedback on these services.

Easy To Reach

If you are dissatisfied with the service you have received, it is advisable to contact the person who dealt with your initial requirements as they are best placed to put the matter right as quickly as possible.

If then you remain dissatisfied with the response, you can make a formal complaint via any of the following channels:

• Visit our Customer Center at
  Level 8, 338 Jalan Tuanku Abdul Rahman
  50100 Kuala Lumpur
  Malaysia
• Call us at our Customer Careline:1300-88-5055
• Write to us at:
  Customer Services
  CIMB Aviva Assurance Berhad / CIMB Aviva Takaful Berhad
  Level 7, 338 Jalan Tuanku Abdul Rahman
  50100 Kuala Lumpur
• Attn: Pn Fidya Saleh, Head of Customer Services
• Email us at wecare@cimbaviva.com
• Fax us at 603-2614 3550

We are committed to provide efficient and effective services in handling complaints and enquiries. For more details, please visit http://www.cimbaviva.com/cust_care_query_form.html

Our Commitment To Enquiries And Complaints

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.

We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know and if we have exceeded your expectations, we would be glad to hear them too.

Our complaints handling process is based on the following philosophies:

• Acceptance - we recognize that we may not have met your expectations and will accept all complaints
• Ownership - we are responsible for resolving your complaint. If we need to pass it to someone else due to nature or complexity of the enquiry/complaint, we will inform you.
• Collection of information - we will confirm the details of your complaint and clarify if we are unsure.
• Treatment - we will ensure that you and your complaint are treated fairly.
• Commitment - we will follow-through on what we commit to do.
• Timeliness - if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days. For complaints which 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.

 

Details of your Enquiries/Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, please provide as much of the following information as you can:

1. Account Information - your name, policy/contract number or account number
2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, 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 did it happened and who were involved. If you have evidence to support your complaint, please provide to us as well.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

If you feel that your complaint has not been resolved fairly, please inform us and you will be advised on the alternative dispute resolution avenue by our Company.

Recording of Complaints

All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system 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
   • You will be served within 15 minutes.


2. Phone Enquiries
   • Responses to our automated voice response enquiries are instant.
   • Calls are answered within average of 3 seconds.
   • Resolution within 3 working days for enquiries requiring follow up.


3. Enquiries via e-mail and correspondence
   • Email responses would be given within 2 working days from the date of receipt for non-complex enquiries.
   • Correspondence would be replied within 2 working days from the date of receipt for non-complex enquiries.
   • You will be updated regularly if enquiries are complex requiring in depth investigation.

 

Prompt Response To Complaints

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

• We will send the complaint a written acknowledgement within 2 working days from the date of receipt of the complaint.
• As for non-complex case, we endeavor to resolve within 5-10 working days from the date of complaint.
• The customer will be updated regularly if complaints are complex requiring in-depth investigation. We will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed of our progress.

 

Delivering Our Promises Through Our Claims Process

It is our endeavor to settle justified claims promptly 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 14 working days. The claims procedure is as follows:

• Claims registration, complete documentation (stamp date received). Claims processing will require fourteen (14) working days turnaround time upon complete and full documents received.
• All claim documents must reach Claims Department by 3pm (cut off time) to be processed on the same day. Any documents received after the cut off time will only be processed on the following day.
• On the 14th working day, the claims outcome is determined, either approved, declined, requiring further investigation or requesting for more documents. A letter will be issued and sent to claimant on the claim outcome and a copy is given to the servicing agent.

If you are not satisfied with the claims decision:

1. Life Insurance Claims
   Write to us at:
   Complaint Unit
   CIMB Aviva Assurance Berhad / CIMB Aviva Takaful Berhad
   Level 7, 338 Jalan Tuanku Abdul Rahman
   50100 Kuala Lumpur
   Email us at wecare@cimbaviva.com
   Fax us at 603-2614 3550



2. Takaful General Insurance Claims
   You may refer to the Financial Mediation Bureau (FMB) for the claim amount is:
   • Below RM200,000.00 (Motor and fire insurance)
   • Below RM5,000.00 (Third party property damage)
   • Below RM100,000.00 (Others)

If the claim amount exceeds the above amount, you may call or write to the Customer Services Bureau of Bank Negara Malaysia.

For documentation related to a specific claim, please visit http://www.cimbaviva.com/cust_care_downloads.html

Anti-Fraud Statement

CIMB Aviva Assurance Berhad/CIMB Aviva Takaful Berhad (CIMB Aviva) is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which 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

Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your policy.

1. Free look Period
   • The free look period starts from the date you first received 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 compromise the confidentiality of our customer's 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 CIMB Aviva Assurance Berhad / CIMB Aviva Takaful Berhad authorized personnel in the course of processing and administering your insurance policy/contract.
   • Your data will never be shared with another party that is not authorized by CIMB Aviva Assurance Berhad / CIMB Aviva Takaful Berhad to process or administer your policy/contract.


3. Comprehensiveness and Transparency in Product Information
   We are also committed at all times, in 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 with regards to our product and services.



4. Common documentation for ease of processing via e-Forms
   We make these forms online for you convenience
   • Alteration Request Form
   • Application for CIMB Direct Debit Service - for CIMB Aviva policy/contract
   • Application for Top-up/Switching/Premium
     Redirection/Withdrawal/Surrender
   • Easy-pay Services for Insurance Premium
   • Nomination Under Insurance Act 1996
   • Statutory Declaration of Lost Policy Document
   • Claimant's Statement
   • Comprehensive Accident Benefit Claim Form
   • Death Claim Form
   • Hospital & Surgical Claim Form
   
   For more details, please refer to our website at http://www.cimbaviva.com/cust_care_downloads.html



5. Disclaimer
   We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 14 days.