PILLAR 1: Takaful Made Accessible

Service Level Target
  • Multi-channels and appropriate channels are being used for purchase and enquiry.
  • Online channels are being used for purchase and enquiry.
  • Feedback, suggestions and complaints are received via channels provided.
No. Commitment Service Level
1.1 We will make Takaful products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries. The following are to be adopted The following are to be adopted: -
  1. Offer an active engagement model wherein a customer is aware of:
    • Multi-channel options and accessibility for making purchases and enquiries.
    • Where and how to provide feedback, suggestions and complaints.
  2. Reinforce that Takaful is easily accessible via various channels, physically and virtually.
    • Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries.
    • Specifically, customers should have access to the following:
      • Takaful agent locator.
      • List of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.
      • Social media links of Takaful Operators.
  3. Channel availability may vary from time to time, and customers will be informed accordingly.
1.2 We will actively seek feedback, suggestions or complaints on how Takaful Operators can serve customers better
  1. Customers are provided with available channels to provide feedback and suggestions via:
    • Corporate website of Takaful Operators.
    • Self-service customer web portal of Takaful Operators.
    • Call centre of Takaful Operators’ hotlink number.
    • Takaful Operators branches link to list of locations.
    • Email of Takaful Operators.
    • Fax number of Takaful Operators.
    • Address of Takaful Operators.
    • Social Media links of Takaful Operators.
  2. The Takaful operator will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.