1800-88-3833

Client Charter

CLIENT CHARTER OF KURNIA INSURANS

We at Kurnia Insurans aspire to become an efficient and customer-focused General Insurance service provider to the Malaysian public.

Customers can contact us through the following channels:

1. Network of 31 branch offices covering all states in Malaysia

 

2. Customer call-in hotlines: 1800-88-3833 (8.45am – 5.45pm, Mon – Thurs. 8.45am - 4.45am, Fri)

 

3. Kurnia Auto Assist: 1800-88-3833 (24 Hours, Daily)

 

4. If a customer intends to lodge a complaint, please write / call / email / fax to us at:

 

Customer Complaints Unit

AmGeneral Insurance Berhad

Menara Shell

No. 211, Jalan Tun Sambanthan

57400 Kuala Lumpur

Tel: 03-2268 6868

Email: customercomplaint@kurnia.com

 

Our Commitment to Enquiries and Complaints

We continuously strive for service excellence and we believe that our customers are entitled to efficient, honest and fair treatment. We welcome any feedback on improving our services and genuinely committed to resolving any problems that our customers may encounter.

Our complaints handling process is based on the following principles: -

  • 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 the 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 both you and your complaints are treated fairly.
  • Commitment – we will follow-through on what we commit to doing.
  • Timeliness – see section on Response and Tracking
  • Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

If a customer feels that your complaint has not been resolved fairly, you should inform us accordingly so that we can advise you on the alternative dispute resolution avenues available.

 

Response and Tracking

We shall provide timely response to customers in all your interactions with us:

1. Walk-in customer at branches

  • Customers will be handled in a professional and systematic manner as we have adopted a queue number system, which ensures our customers are treated on a first-come-first-serve basis
  • Customers will be served within an average of ten(10) minutes upon obtaining a queue number
  • Full details of the customer and his enquiry/complaint will be recorded by our customer care staff
  • Enquiries/complaints that do not require follow-up will be resolved on that one visit

 

2. Phone & Written Enquiries / Complaints

  • Enquiries or complaints via email, fax or phone will be acknowledged within one (1) working day
  • Enquiries or complaints via email, letter or fax will be responded within fourteen (14) days
  • In the event the enquiry or complaint requires further investigation, the customer will be kept updated on the status every thirty (30) working days until the complaint is resolved.

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.

 

Claims Processing

All claims initiated will be processed in accordance to the standards and guidelines stipulated by Bank Negara Malaysia.

 

Transparency of Products and Services

Kurnia Insurans shall use our best endeavors to disclose and regularly update policy wordings and other vital information for all the products and services we offer. Such information is available for viewing and / or downloading in our Kurnia website.

 

Anti Fraud Statement

Kurnia Insurans 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 is focused on maintaining a legal and ethical climate, which encourages all stakeholders to protect Kurnia Insurans’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.

 

Data Privacy and Security

We will strictly keep confidential any personal information provided to us by our customers and ensure such information remain secure from alteration, destruction or identity theft.

Collection, handling, storage and use of your personal information will be limited to authorized and fully trained employees only. We will not intentionally disclose your personal information to any third party or external organization unless due to the following circumstances

  • When it is required by law of Malaysia
  • When such disclosure is requested under legislation, regulation, government agency or court order
  • When such disclosure is required to protect the interest of the public, for example in detection of crimes, police investigation, etc.
  • Where it is authorized by you or organization to which such information relate

We are also deploying various methods and technology to safely protect your personal information in our servers. Please click on the link to view our Privacy Policy (http://www.kurnia.com/content/privacy-policy-documents) and Security Statement (http://www.kurnia.com/content/security-statement).