Our Promise to You | The Zurich Story | Tell Me About Zurich | Zurich Malaysia

Our Promise to You

Our Promise to you

Our passion is protecting those that we truly love, which is you.

We channel our passion into understanding, managing and minimising risks. Since 1872, we’ve prided ourselves on really getting to know you and what you truly value, so we can create the best protection to suit your passion. Rest assured, we are here for you, putting you and those you truly love ahead in everything we do. We strive to support you by creating products that suit your passion, and provide you solutions that fit your unique needs.

In embracing our basic values – Integrity, Customer Centricity, Teamwork, Excellence and Sustainable Value Creation – about 54,000 Zurich employees around the world are linked together in a collective commitment to excellence and integrity in all that we do.

Our Commitment

We are committed to delivering the best customer experience, by hearing you out and providing you the right products, solutions, news and updates. For our takaful business, we uphold Shariah compliance by ensuring that guidance and advice received from our Shariah Committee team are implemented both in letter and spirit.

We are here to serve you through the following ways:

Our Head Office

Zurich Insurance Malaysia Berhad
11th Floor, Menara Zurich,
No. 12, Jalan Dewan Bahasa,
50460 Kuala Lumpur, Malaysia

Our Head Office

Zurich Takaful Malaysia Berhad
12th Floor, No. 566,
Jalan Ipoh,
51200 Kuala Lumpur, Malaysia

Our Branches

You may visit us at any of our branches nationwide.

Our Call Centre

Call us at 1-300-888-622 (for Zurich Insurance customers) or +603-6287 6666 (for Zurich Takaful customers).

You may also drop us a line using this enquiry form.

Our Social Media Channels

For news and updates about Zurich in Malaysia, follow us on:
Facebook and Twitter.

Our Service Excellence Standard

At Zurich, we take your feedback seriously. If we have not met your expectations, please let us know and we will work with you to enhance your overall experience in dealing with us. Likewise, if we have exceeded your expectations, we’d be glad to hear about it too. Whatever your feedback, it is important to us as it will help us continue to serve you better. Here are our service standards:


Walk-in to Branches

You can expect to be attended to within 15 minutes.


Telephone

As a rule of thumb, we practice First Call Resolution, whereby no follow-up is required and responses are instantaneous. However, in instances where follow-ups are required, resolution can be expected within 2 working days.


Email, Letter or Fax

All correspondence will receive an acknowledgement of receipt. For all non-complex enquiries, responses can be expected within 7 working days from date of receipt.


We will keep you updated on the progress of complex enquiries, which may require some time for investigation.

Our Claims Management Process

We will do our best to settle justified claims promptly through standardised procedures in our claims administration. Our claims process is dependent on the sufficiency of the documentation submitted by the claimant. Details of our claims procedure are as follows:


Life Insurance Claims

  • Claims registration: once complete documentation is received (stamped receipt)
  • Assessment of claims will be done within 5 working days and customers will receive a progress update within 14 working days.
  • Zurich will issue relevant cheques within 3 days from the receipt of advice for payment of offer and customers will receive the cheque within 4 days from the cheque issuance date.

General Insurance Claims

  • Claims registration: once complete documentation is received (stamped receipt)
  • Assessment of claims will be done within 7 working days and customers will receive a progress update within 7 working days.
  • Zurich will issue relevant cheques within 14 days from the receipt of acceptance of offer and customers will receive the cheque within 4 days from the cheque issuance date.

Family Takaful and General Takaful Claims

  • Upon receipt of complete documentation and information, customers can expect a response within 3 to 10 working days.

For more information, see our claims procedure or download the forms for documentation related to a specific claim.

Our Complaints Management Process

As our measure of dedication to you, we handle every complaint as a top priority, we treat them confidentially and we do our best to respond as quickly as possible. We acknowledge the importance of every complaint and use them as an opportunity to learn how to improve our services in all aspects of the customer experience.

For any policy / certificate-related complaint or dispute, please get in touch with our Customer Care team, who is available to assist you:

For Zurich Insurance customers: between 8:30AM and 5:15PM, from Mondays to Fridays, (except during public holidays).
For Zurich Takaful customers: between 8:30AM and 5:30PM, from Mondays to Fridays, (except during public holidays).

Our Branches

You may visit us at any of our branches nationwide. You can expect to be attended to within 15 minutes.

Our Call Centre

Call us at 1-300-888-622 (for Zurich Insurance customers) or +603-6287 6666 (for Zurich Takaful customers).

You may also drop us a line using this enquiry form.

As a rule of thumb, we practice First Call Resolution, whereby no follow-up is required and responses are instantaneous.

Our Head Office

For complex cases, we strongly advise you to write to us officially. Attention your feedback to:

For Zurich Insurance customers: Customer Care – Complaints Unit
For Zurich Takaful customers: Customer Relations Unit

Our Head Office

Zurich Insurance Malaysia Berhad
11th Floor, Menara Zurich,
No. 12, Jalan Dewan Bahasa,
50460 Kuala Lumpur, Malaysia

Our Head Office

Zurich Takaful Malaysia Berhad
12th Floor, No. 566,
Jalan Ipoh,
51200 Kuala Lumpur, Malaysia

You may also fax to us at +603 2144 1622 (for Zurich Insurance customers) or +603 6259 0088 (for Zurich Takaful customers). 

All correspondences will receive an acknowledgement of receipt.

The Complaint Management Standards that we adhere to:

  • Non-complex enquiries: Upon receiving your case, we will send you an acknowledgement letter within 2 working days. We will work towards a resolution within 14 calendar days from the date of receipt.
  • Complex enquiries: In instances where we may not be able to give you a full response within 14 calendar days, you will be sent a notice of extension. Rest assured, we will initiate an in-depth investigation to make a fair assessment of your case. We shall update you of the progress every subsequent 30 calendar days until the issue is resolved.

Details Of Your Enquiries / Complaints

It is important that you provide us with as detailed information as possible to allow us to work quickly to resolve your issue.

When you contact us, be sure to provide the following:


Account Information

Your full name and policy / certificate number or account number or NRIC.


Contact Details

Your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.). If you wish to be called only at certain hours, be sure to inform us.


Complaint Information

Details of your complaint: what your complaint is about, what happened, when did it happen and who was involved. If you have evidence to support your complaint, please also include it.

All complaints received will be registered 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.

Ombudsman For Financial Services

Alternatively, you may write in to the Ombudsman For Financial Services (OFS) or Bank Negara Malaysia (BNM).

The OFS is an independent alternative dispute resolution body initiated by BNM to enhance the current financial dispute resolution arrangements between Financial Consumers and Financial Service Providers (FSPs presently comprise of the commercial banks, Islamic banks, investment banks, insurance companies, takaful operators, development financial institutions and card issuers that are regulated by BNM). The OFS is a framework that is transformed from the Financial Mediation Bureau (FMB), which commenced operations since 2005. The operations of FMB will eventually be transformed to OFS to strengthen financial consumer protection.

Should policy / certificate holders feel dissatisfied with the insurance company in handling their dispute, they may contact OFS for assistance.

Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block,
Menara Takaful Malaysia,
No. 4, Jalan Sultan Sulaiman,
50000 Kuala Lumpur

Tel: 603 2272 2811
Fax: 603 2274 1577
Website: www.ofs.org.my
E-mail: enquiry@ofs.org.my

Alternative channel for General Insurance complaints:

PIAM Complaints Action Bureau
Level 3, Wisma PIAM,
150, Jalan Tun Sambanthan,
50470 Kuala Lumpur
P.O. Box 12555,
50782 Kuala Lumpur

Tel: 603 2274 7399
Fax: 603 2274 5910
Website: www.piam.org.my
E-mail: piam_sec@piam.org.my

For any other complaints, you may contact:

Pengarah
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O Box 10922
50929 Kuala Lumpur

Tel: 1300-88-5465
Fax: 603 2174 1515
Website: www.bnm.gov.my
E-mail: bnmtelelink@bnm.gov.my

Kindly note that BNM complaints are confined to certain cases. Please refer to our Complaint Unit before proceeding to lodge your complaint with BNM.

Anti Fraud Protection

Zurich is committed to fraud control by placing a great emphasis on proactive prevention measures. This includes the enforcement of stringent detection policies and procedures to reduce the possibility of fraudulency. Our fraud controls focus on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and flag any suspicion of fraud.

Fraudulent activity with regards to insurance is defined as a person who knowingly acted with the intent to defraud any insurance company or any other person either by means of:

  • Concealing or withholding information concerning any material fact in order to obtain an insurance policy / takaful certificate, or benefit under an insurance policy / takaful certificate; or
  • Submitting an application for insurance / takaful or claim containing any false information.

Zurich has zero tolerance for fraud in every way. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter through our elaborate procedures to prevent, detect and respond to any fraudulent activity. We will work closely with the relevant authorities to ensure that justice is served. We will also implement measures to recover as well as to minimise losses. We may pursue legal action to recover any loss incurred and/or take the necessary steps to enable the authorities to initiate prosecution of any fraudulent insurance / takaful act, in order to safeguard the interest of Zurich and its stakeholders, including its policy / certificate holders.

Personal Data Protection & Privacy

Your privacy is important to us, which is why we put great emphasis to ensure your personal data under our care, is safe and secured. We have developed a privacy policy that covers how we use, process, disclose, safeguard and retain personal data. All of which are in accordance to Personal Data Protection Act 2010 (“PDPA”) and the laws of Malaysia.

We have also implemented security measures to protect any form of unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data:

  • Your personal information will only be used by Zurich’s authorised personnel in the course of processing and administering your insurance policy / takaful certificate.
  • Your data will never be shared with another party that is not authorised by Zurich to process or administer your policy / certificate.

To understand on how we collect, process, use, retain, secure, and maintain accuracy or even how you could access your personal data, see our Privacy Policy and PDPA Notice.

Key Points To Remember

To help you make the right decision to protect those you truly love, we have included a few items to guide you. Nothing satisfies us more than knowing we have played a pivotal role in helping you with your policy / certificate. Our relationship with you is built on a platform of mutual trust and respect.


15-day Cooling Off Period (Free-Look Period)

This period starts from the date you first receive your new policy / certificate document. If for some reason you wish to cancel your policy / certificate, you may return the policy / certificate for cancellation within 15 days from the date you first received the policy / certificate document, to which the full premium / contribution paid (less any medical expenses incurred) will be refunded. Please inform us of your decision in writing.


Comprehensiveness and Transparency in Product Information

We are committed at all times to ensure all information and disclosure of our products and services are fair, accurate and comprehensive. We are also committed at all times, to portray our products and services in a clear, easily understood and in no way is deceptive, misleading or falsely represented manner.


Policy / Certificate Servicing Disclaimer

We reserve the right to accept or reject an application to purchase our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 10 working days from the date of complete documents received.


Terminating Your Current Plan to Enter Into a New Plan

It may not be advantageous to switch from one plan to another plan for the following reasons: 

• The new plan may charge a higher premium / contribution based on your current age.
• You may be subject to new underwriting requirements for waiting period, exclusion of specified illness or pre-conditions under the new policy / certificate. You may end up paying additional premium / contribution or being denied coverage if there are changes to your health.
• For most medical and critical illness plans, the waiting period (the duration of which no claim is payable) resumes from the policy / certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing coverage.