Customer Service Charter

At Progressive Insurance Bhd (PIB), we are committed to providing efficient, responsive and reliable service to our customers. Our Customer Service Charter outlines our minimum commitment to providing quality services and gives our customers references by which our performance can be measured. It is guided by four (4) service pillars, that we pledge to respond to the needs of our customers as well as providing clear service benchmarks, making our focus on our customers our main priority.

Pillar 1

PILLAR 1 : INSURANCE MADE ACCESSIBLE

We make our products easily accessible via various channels, physically and virtually, to obtain information, purchase or make enquiries.

We provide multiple physical and virtual channels for our customers.

We actively seek feedback, suggestions or complaints on how we can serve our customers better.

We welcome customers’ feedback, suggestions or complaints on how we can serve you better via these channels:

  • Customer Service hotline: 1-800-888-458 / Customer Service WhatsApp: 018-2118280 (Monday – Thursday, 9am – 6pm; Friday, 9am – 5.30pm, excluding Public Holidays).
  • Email: customercare@progressiveinsurance.com
  • Fax No: 03-21188098
  • Write to us at:
    Progressive Insurance Bhd
    6th Floor, Menara Cosway Plaza Berjaya
    No. 12, Jalan Imbi
    55100 Kuala Lumpur

Pillar 2

PILLAR 2 : KNOW OUR CUSTOMERS

We strive to help our customers find the right product to suit their needs.

    • Listen to customers attentively.
    • Acknowledge and properly understand customers’ needs and preferences.
    • Acquire information and documents from customers in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.
    • Offer options of suitable products and services to meet customers’ needs and wants.

Pillar 3

PILLAR 3 : DELIVERING TIMELY, TRANSPARENT AND EFFICIENT SERVICE

We set clear responsibilities towards customers and uphold them.

      • A clear and concise objective of the Charter.
      • Mission.
      • Values to be provided to the customer, e.g. fairness, transparency, integrity, ethics, professionalism, timeliness.
      • Efficient/effective communication channels.

We set a clear expectation on the time taken for various services and will follow through and provide the requisite answer / updates to your queries / complaints promptly.

All enquiries Turnaround Time
Walk-in counter / Branches You will be served within 10 minutes of your arrival at our counter or branches.

Enquiries that do not require follow-up will be resolved during your visit. Enquiries that require follow-up will be resolved within 5 working days.

Phone calls to our customer service hotline Your phone calls will be answered within 30 seconds.

Enquiries that do not require follow-up will be resolved during your first call. Enquiries that require follow-up will be resolved within 5 working days from the date of your first call.
E-mail Your e-mails will be acknowledged within 1 working day.

Enquiries that do not require follow-up will be resolved within 3 working days.
Letter / Fax Enquiries will be replied within 5 working days from the date of receipt.

We ensure efficient policy servicing and providing relevant documentation in a timely manner.

      • You will be informed of each step and documentation required to alter, renew, surrender or cancel a policy, e.g. what happens when there are changes to the policy, notice on renewal, etc. as well as the consequence arising from any of these actions.
      • You are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.
      • The standard operating procedure on dealings with you must be clearly complied with.

(Motor : within 5 working days upon submission of completed application form
(applicable for individuals only, not applicable to group)

Non-Motor : within 10 working days upon submission of completed application form
(applicable to individual only, not applicable to group)

 

Policy Servicing Turnaround Time
Policy Issuance (upon acceptance in the policy system) for new and existing customer Motor : within 5 working days
(with the exception of new vehicles to be registered with JPJ) 
Non-Motor : within 10 working days upon submission of completed application form
(applicable for individuals only, not applicable to group)
Change of policy details / reissuance upon lapse / endorsement Motor : within 3 working days
Non-Motor : within 5 working days
(Upon acceptance in the policy system)
Renewal notice issuance 30 calendar days before expiry of existing policy.
Cancellation/ surrendering of policy (including refund of premium). Motor : within 5 working days
Non-Motor : within 7 working days

The delivery of the service turnaround time is subject to the submission of the required documentation to the company.

We are open and transparent in our dealings.

The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centers / social media / website:

      • 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.
      • 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).
      • Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days & our right to reject or accept applications.
      • All the above information shall be explained and stated using simple words and in an easy-to-understand manner.

We will ensure consistent and thorough complaints handling.

      • You will be informed of the various options for submitting a complaint through available channels, depending on our channel’s presence and whichever is applicable.
      • A verification process has to be performed on you.
      • We will communicate clearly on the issue and gather adequate information for an informed resolution.
      • We will address the issue in an equitable, objective and timely manner by informing you on our decision no later than 14 calendar days from the date of the receipt of the complaints.
      • If the case is complicated or requires further investigation, our operators shall inform you accordingly and update progress every 14 calendar days. If not resolved, we will update within another 14 calendar days. Thereafter, after every 30 calendar days.
      • We will keep you updated if we are unable to address issues within the stipulated timeframe.
      • We will refer you to the next level of escalation if the resolutions are not to your satisfaction.

You can submit your complaint through the following channels:

1. Progressive Insurance Berhad

2. Ombudsman for Financial Services (OFS) – (Formerly known as Financial Mediation Bureau)

      • 14th Floor, Main Block Menara Takaful Malaysia
        No. 4, Jalan Sultan Sulaiman
        50000 Kuala Lumpur.
      • Tel: +603-2272 2811
      • Fax: +603-2272 1577
      • Website: ofs.org.my
      • E-mail: enquiry@ofs.org.my

3. Bank Negara Malaysia (BNM)

      • Laman Informasi Nasihat dan Khidmat (BNMLINK)
        (Walk-in Customer Service Centre)
      • Laman Informasi Nasihat dan Khidmat (LINK)
        Ground Floor, D Block,
        Jalan Dato’Onn
        50480 Kuala Lumpur.

Pillar 4

PILLAR 4 : ENSURING FAIR, TIMELY AND TRANSPARENT CLAIMS SETTLEMENT PROCESS

We set a clear timeline for the claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.

General Claims Processes Turnaround Time
Claim registration from the date of receipt of claim notification Within 3 working days
Acknowledgement of claim notification from the date of receipt of the claim notification Within 3 working days
Appointment of Adjuster/ In-house assessor with completed information and relevant documents Within 24 hours
Notify the insured on the status of the claim from the date of the first claim notification and the regular intervals thereafter until the matter is resolved Within 21 working days
Decide on settlement amount and send the approval, offer or rejection letter from the date of receipt of adjuster’s final report or final claims assessment from in-house assessor. Within 5 working days
1.  Payment of claims, from the date of receipt of the acceptance of offer and all relevant documents, or sealed court order.

2.  Payment on reimbursement basis

3. Upon receipt of adjuster’s final report, adjusters’ fees payable

 Within 7 working days

The general claims processing is applicable to Motor and Non-Motor claims

Motor Claims Processes Turnaround Time
Own Damage Claims
Appointment of Adjuster/ In-house assessor with completed information and relevant documents Within 24 hours
Notify the insured on the status of the claim from the date of the first claim notification and the regular intervals thereafter until the matter is resolved Within 21 working days
Decide on settlement amount and send the approval, offer or rejection letter from the date of receipt of adjuster’s final report or final claims assessment from in-house assessor. Within 5 working days
Re-inspection of supplementary claim upon notification. Within 5 working days
Receipt of adjuster’s supplementary report, supplementary approval letter to be sent. Within 5 working days
Unsatisfactory repair, re-inspection from the date of the unsatisfactory repair reported. Within 5 working days
Theft Claims
Appointment of Adjuster/ In-house assessor/ Investigator with completed information and relevant documents Within 24 hours
From the date of loss notification, theft investigation report to be completed Within 45 working days
From the date of loss notification, settlement offer or repudiation to be made. Within 60 working days
Third Party Claims
Acknowledge of notification of claim from 3rd party claimant/ lawyer Within 3 working days

We will inform you of the next level of escalation if the claims settlement / rejection is not to your satisfaction.

If you are not satisfied with our claim’s decision, you may reach us at:

Alternatively, you may refer to the Ombudsman for Financial Services (OFS) if you are not satisfied with our decision and if the matter is within the scope of the OFS as well as the following monetary thresholds:

      • Insurance claims not exceeding RM250,000.00
      • Motor third-party property damage claims not exceeding RM10,000.00

Ombudsman for Financial Services (OFS)– (Formerly known as Financial Mediation Bureau)

      • 14th Floor, Main Block Menara Takaful Malaysia
        No. 4, Jalan Sultan Sulaiman
        50000 Kuala Lumpur
      • Tel: +603-2272 2811
      • Fax: +603-2272 1577
      • Website: www.ofs.org.my
      • Email: enquiry@ofs.org.my

Treat Customers Fairly Charter

The Chairman, the Board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers. To protect the interests and financial well-being of our customers:

We commit to embed fair dealing into our institution’s corporate culture and core values

  1. We will set minimum standards on fair business practices in all dealings with our customers. This includes providing financial services or products suitable to our customers’ financial circumstances and preserving the confidentiality of our customers’ information
  2. We will train all staff attending to customers to provide quality advice and recommendation
  3. We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

We commit to ensure that customers are provided with fair terms

  1. We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers
  2. We will ensure that terms and conditions set out the respective rights, liabilities and obligations clearly and as far as possible in plain language
  3. We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to customers.

We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products

  1. We will provide customers with relevant and timely information in a product disclosure sheet
  2. We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner
  3. We will ensure critical terms are brought to customers’ attention and explained to the customers.

We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers

  1. We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims
  2. We will avoid or clearly disclose actual or potential conflicts of interest
  3. We will ensure staff remuneration takes into consideration whether key performance indicators relating to fair treatment of customers have been achieved.

We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances

  1. We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions
  2. We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers
  3. We will ensure that our customers’ data and privacy are safeguarded.

We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner

  1. We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints
  2. We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner
  3. We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.

We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents

  1. We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs
  2. We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers
  3. We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment.