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Client Charter


MUI CONTINENTAL INSURANCE BERHAD
CUSTOMER CHARTER


At MUI Continental Insurance Berhad, our mission is to provide our policyholders and intermediaries with innovative products and services of the highest quality and competitive value.

The Customer Charter aims to provide our customers with a clear understanding of the service standards they can expect when dealing with us. It also provides details on how you can better engage with us and how to provide feedback on our performance for a mutually beneficial business relationship.

Our customers will be dealt with respect, honesty and on a timely manner through shared responsibilities and well-defined policies. Customer's satisfaction is imperative as it will form a pillar of growth where we aim to extend efficient services at all times during your patronage.

Customer feedback is viewed as important and treated with a sense of urgency in our pursuit to becoming one of the top insurance services providers in Malaysia and the region.
There could be at times when the outlined service standards do not satisfy your requirements and should this happen, please feel free to lodge your feedback through your chosen channel or using the complaint form posted in MUI Continental Insurance Berhad's website.


Su Tieng Teck
Chief Executive Officer
March 2011.

 

Customer awareness

We are committed to assist our customers in meeting their service expectations by providing ease of contact where customer concerns can be lodged at ease. Customers may contact us via the following channels:

  • Visit our branches nationwide;
  • Speak to our customer services counter; or
  • Write-in either via email, normal mail or fax to:

    Wahizan Abdul Wahid
    Customer Advocate
    MUI Continental Insurance Berhad
    Mezzanine Floor, Plaza See Hoy Chan
    Jalan Raja Chulan
    50200 Kuala Lumpur
    Tel: 03-20709226
    Fax: 03-20704226
    Email: complaints@muicna.com

 

Our commitment to enquiries and complaints

MUI Continental Insurance Berhad is continually looking at ways to improve services and therefore welcome feedbacks by our customers regarding any aspects of our performance and services.

Feedback may include complaints, compliments or even suggestions for future services betterment.

To ensure our clients are treated fairly when enquiries or complaints are made we will act with integrity and impartiality.

How you may help us

 You may help us meet our standards by:

  • Providing us with accurate and complete account information - name, policy number or reference number;
  • Providing us with contact details - mobile no. or house no., email, etc;
  • Clear and concise details of your feedback;
  • Be courteous to our staff; and
  • Be honest in your dealings with us.

Registering complaints
The complaint form is available from our website. In order for us to resolve your complaint timely, it is vital that complete details (as per request made in the complaint form) are produced.

Once a complaint is received from you, we will take proactive steps to resolve the issue immediately and advise the complainant on the status update or outcome.
We will:

  • Answer phone calls within 3 rings and attend to walk-in customers within 15 minutes on their arrival at the Customer Services Desk;
  • Acknowledge receipt of all complaints via email, fax, letter or phone within 24hours from date complaint received;
  • Seek to resolve non-complex complaints within 14 working days, otherwise, provide status updates every 2 weeks for those complex cases until complaints are completely resolved.

Our claim services

We consider claims services as the crux of our business to gain customer confidence and retain loyalty. As such we are obligated to ensure registered claims are settled efficiently and amicably to the best possible within the stipulated timeframe.

In order for us to serve you better, we expect our clients to meet certain requirements for each stage:
 

Non-Motor Claims

You are required to

We will

Notification
  • Notify us via letter / e-mail/Fax/phone for all claims within 24hours following a loss.
  • Theft claims to lodge police Report within 24 hours.
  • Provide the details of claim/ nature of loss, date of loss and estimated loss.
  • Acknowledge within 7 working days.
  • For > RM5, 000 assign adjuster within 2 working days.

 

Claim Assessment
  • Submit full documentation and cooperate with the adjusters or claims examiners.
  • Upon receipt of adjusters report and full documentation, assess the claims within 14 working days.

Communication:

  • Non-complicated

 

  • Complicated

 

 

  • Submit claim and documentation

 

  • Update you on the position of your claim every 14 working days.
  • Update you on the progress every 30 business days.

 

Claims settlement
  • Sign discharge voucher and return to Claims department.

 
  • On receipt of acceptance of offer and/or discharge voucher and relevant documents, issue Claim Settlement Cheque within 14 working days for amounts up to RM1million and within 21 working days for amounts >RM1million.


Motor Claims

You are required to

We will

Notification

Motor OD/OD KFK (Revised) claim

  • Report to police within 24 hrs and send the vehicle to our panel repairers.

 

  • Collect the Motor Claim Form from our panel workshop.
  • Complete the Claim Form and submit to the workshop with complete documents within 14 days.

 

  • Workshop will submit the complete documents to us online.

Motor Theft claim

  • Report to police within 24 hrs.

 

  • Collect Claim form from our office or download the Claim Form from MUI’s website. i.e: www.muicna.com
  • Submit the duly completed Claim form together with full documents to us.

 

Motor OD/OD KFK (Revised) Claim

  • Upon receipt of the claim notification via online, we will acknowledge receipt on the same day or following working day.

 

  • Appoint adjuster within 7 working days at major towns and 14 working days at other locations.
  • Insured will receive our notification via SMS.

 

 

Motor Theft Claim

  • Acknowledge receipt and appoint adjuster immediately to investigate into the loss.

 

  • Update you within 60 days of the status.

Claims assessment
  • Submit all documents requested.
  • Process the claim within 7 working days.

 

Claims settlement.
  • Sign the Discharge Voucher and return to us.
  • Payment within 14 days upon receipt of Discharge Voucher and relevant documents for amounts <RM1million and within 21 days for amounts >RM1million.

 

Anti-fraud statement

We owe the responsibility to the public to prevent proceeds from misuse. It is our commitment to ensure fraud is detected immediately and investigated effectively.

We will make efforts to recover the loss amounts from fraudulent activities. All reported fraud will be seriously weighed including from those anonymous sources.

Should you have any fraud suspicion, we welcome you to inform us via your choice of communication mode either through telephone, write-in, email or direct reporting to our head office or at any of our nationwide branch outlets.

In reporting a suspicion of fraud, please furnish detailed information in order for us to conduct an effective enquiry into the matter.

To report a suspected fraud, please contact:

Wahizan Abdul Wahid
Head - Risk Management and Compliance.
MUI Continental Insurance Berhad, KL.
Tel : 03-20709226
Fax : 03-20704226
Email : wahizan.wahid@muicna.com

 

Personal Data Protection

Any information submitted to us by our clients, agents, brokers, business contacts will be treated with utmost importance in compliance with Bank Negara GPIS1 guidelines and the Data Management and MIS Framework for the purpose of providing insurance and handling claims.

Information kept by us will be used to contact our clients about our services and may be conveyed to selected third parties which may be of relevance to our clients.
Our Clients or Business Contacts have the right to request relevant information for the purpose of correction of any personal information which we may hold. If you wish to exercise these rights, please contact your servicing agent or our customer service centres at our head office or any of our branch offices.

Security and Privacy

We believe that trust between our clients or business contacts are important and have strict policies in place to protect the confidentiality of all information transacted by us.
Our internal controls provide assurance to all our clients or business contacts by having relevant measures in place, both physical and electronic to prevent unauthorized access to all our data by any unauthorized parties.

Our Networks are protected with encryption technologies and firewalls and intrusion detection systems to alert us of any foul play and hacking threats with a 24/7 round the clock monitoring. The measures applied will discourage and prevent any unauthorized access to our databases.

Insurance purchase

We reserve the rights on any occasion to accept or reject an insurance cover proposal made by a prospective client by giving prior notice and stating the grounds for our decision within 7 working days from the date we receive the proposal.

Charter maintenance

Regular review will be carried out on the standards published herein to suit business expansion.