Liberty General Insurance Berhad is committed in pursuit of delivering an exceptional service experience to our internal and external customers in tandem with our values as below:
We are aligned and supportive with initiative by Bank Negara Malaysia along with PIAM, LIAM and MTA, that formalized the industry’s Customer Service Charter especially for the Malaysian Insurance and Takaful industry at large through 4 key pillars, namely:
Our Commitment
We will make insurance products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.
Our Service Level
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We offer an active engagement model wherein a customer is aware of: |
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Multi-channel options and accessibility for making purchases and enquiries. |
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Where and how to provide feedback, suggestions and complaints. |
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Reinforce that insurance is easily accessible via various channels, physically and virtually. |
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Customers are kept informed on the physical and engagement channels available for them to purchase products or to make enquiries. |
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Customers have access to the following:
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| Note: Channel availability may vary from time to time, and customers will be informed accordingly. | |
Customers are provided with available channels to provide feedback and suggestions via:
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Emergency Roadside Assistance Hotline: 1 800 88 3833 Customer Service Hotline: 1 800 88 3833 |
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Letter Liberty Insurance Tower, |
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Corporate Website and Self Service Portal www.kurnia.com |
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Branch Locator www.kurnia.com/locate |
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Email customer@kurnia.com |
Note: The Insurer will conduct periodic customer satisfaction feedback/surveys to ensure that customers’ needs are fulfilled.
Our Commitment
We will strive to help customers find the right product to suit their needs.
Our Service Level
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Knowledgeable and ethical staff, agents and partners are available to serve customers. |
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Training
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Understanding Customer Needs In order to understand customers’ needs adequately, staff, agents and partners shall ensure they:
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Any additional product and service options provided to customers shall be made clear and on an "opt-in-basis", e.g. riders, sharing or using customer information for marketing and research purposes. |
Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and insurers / takaful operators shall operate accordingly.
Our Commitment
We will set clear responsibilities towards customers and uphold it.
Our Service Level
We will set clear expectation on time taken for various services |
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Delivery of Services Information on turnaround time on delivery of services must be made available in the Client Charter through various channels (head offices / branches / brochures / call center / website) |
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Standard to be adopted:
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Customers shall be informed of each step and documentation required to amend, 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. |
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Customers are reminded in the renewal notice to inform the insurance company of any changes in the risk prior to renewal. |
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The standard operating procedure when dealing with customers must be clearly complied with. |
We will ensure efficient policy servicing and providing relevant documentation in a timely manner |
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Motor
Non-Motor
Change of Policy Details, Reissuance Upon Lapse or Endorsement (upon acceptance in the policy system)
Renewal Notice Issuance
Cancellation or Surrendering of Policy (including refund of premium)
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We will be open and transparent in our dealings |
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The following information shall be easily accessible and made available through the various channels of communication such as branches, brochures, call center, website and social media: |
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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. |
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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). |
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Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (life & family takaful) & insurers / takaful operators’ right to reject or accept applications. |
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All the above information shall be explained and stated using simple words in an easy to understand manner |
We will follow through and provide the requisite answers and updates to customers’ queries & complaints promptly |
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Email/Social Media |
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Walk In Centre |
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| Where no follow-up is required, with a First Call Resolution Where follow-up is required, within 3 working days from the date of the first call |
Standard enquiry, within 3 working days Acknowledgement on the email received within 1 calendar day |
Standard enquiry, within 3 working days | Where no follow-up is required, with a first touch point resolution Where follow-up is required, within 5 working days |
Note: Where enquiry is complex, insurers / takaful operators will provide a reasonable timeframe and keep the customer updated accordingly.
We will ensure consistent and thorough complaints handling |
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Note: Complaints handling and timelines is governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and insurers / takaful operators shall operate accordingly.
Our Commitment
We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timeline and in a transparent manner.
Our Service Level
We will set a clear timeline for the claims settlement process and strive to settle claims within the prescribed timeline and in a transparent manner. |
Note: Claims settlement and timeline for general insurance business is governed by Bank Negara Malaysia’s Guideline on Claims Settlement Practices and general insurers / takaful operators shall operate accordingly. |
We will set a clear timeline for the claims settlement process and strive to settle claims within the prescribed timeline and in a transparent manner. |
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To keep the customer informed of the next level of escalation if the claims settlement or repudiation is not to his or her satisfaction.
Note: for the policy owners who made a claim/report. |