Announcement

Bank Negara Malaysia (“BNM”) has reviewed the clients' charters of the Insurance and Takaful industry and recommended that the said industry establish processes to measure the quality of its services against the published charters for long-term benefits. This move by BNM is aimed at improving the overall customer experience and ensuring that clients receive the services they are entitled to according to the charters.

The Insurance and Takaful industry in Malaysia has engaged NielsenIQ Malaysia to conduct a customer satisfaction survey in order to measure the customer service levels based on the Customer Service Charter (“CSC”). The survey will take place from February 2023 to June 2023, providing a comprehensive analysis of the said industry's customer service performance and identifying areas for improvement. This survey is an important step towards ensuring that the Insurance and Takaful industry meets the customer service standards outlined in the CSC and provides an exceptional customer experience to all clients.

If you are approached for this survey, either through email, phone calls, or online interviews, your participation would be greatly appreciated. Your feedback will help the Insurance and Takaful industry in Malaysia to improve its customer service levels and better serve you in the future. By taking the time to participate, you will be making a valuable contribution to the said industry's efforts to provide an exceptional customer experience. Thank you in advance for your support and cooperation.

In case of any doubt or if you wish to reconfirm the validity of the survey, you may call our customer service number at 1300-1300 88 or email us at wecare-my@greateasternlife. Our team will be happy to assist you and answer any questions you may have.

Thank you for your attention to this matter.

Customer Satisfaction Survey 2022 Towards Insurance & Takaful Operators (“ITOs”)

Frequently Asked Questions (FAQ)

1. What is the purpose of the Customer Satisfaction Survey 2022?

In line with Bank Negara Malaysia’s initiatives, the Customer Satisfaction Survey 2022 (the “Survey”) has been designed to assess the performance of the Insurance and Takaful industry against customer’s expectation and to improve the quality and transparency of services to the customers of the Insurance and Takaful industry.

The results of the Survey will help the Insurance and Takaful Operators (“ITOs”) in Malaysia to deliver a consistent high standard of customer service according to minimum industry standards with a long-term view to enable customers to receive good services and choose the appropriate Insurance and/or Takaful products for themselves.

2. What can customers expect from the Survey?

Customers can expect to receive an invitation to participate in the Survey, either through email, phone calls, or online interviews. The Survey should take only a few minutes to complete and will ask customers for feedback on the customer service provided by the ITOs.

3. How can I verify or complete the Survey?

To verify the validity of the Survey, customers can call our customer service number provided below. To complete the Survey, customers can simply follow the instructions provided in the invitation, either through email, phone calls, or online interviews.

4. Who is conducting the Survey?

The Survey is being conducted by The NielsenIQ (Malaysia) Sdn Bhd (“NielsenIQ”), an independent market research agency. NielsenIQ has been appointed on behalf of the Malaysian Takaful Association (MTA), Life Insurance Association of Malaysia (LIAM), and Persatuan Insurans Am Malaysia (PIAM), which represent the Insurance and Takaful industry in Malaysia.

For more information about NielsenIQ, please visit their website at www.nielseniq.com. By working with NielsenIQ, the Insurance and Takaful industry is ensuring that the Survey results will be impartial and represent the customers’ opinions.

5. Why should I participate in the Survey?

Your participation in the Survey will help the Insurance and Takaful industry to improve its customer service levels and better serve you in the future. By providing your feedback, you will be making a valuable contribution to the industry's efforts to provide an exceptional customer experience.

6. What questions will be covered?

The Survey will cover topics related to customers' experiences with the ITOs.

Please note that the Survey will not ask for personal identification numbers, insurance policy numbers, passwords, or bank account numbers. The Survey is designed to protect the privacy of participants, and all information collected will be kept confidential and used solely for statistical purposes.

7. Will my personal information be shared with anyone else?

No, the personal information collected from participants in the Survey, if any, will not be shared with any third party. All participants’ responses will be kept confidential and used only for statistical purposes.

Data from the Survey may be shared with the relevant ITOs for the purpose of producing and publishing statistics. However, this data will not contain any personal identification information or contact details, and no individual or business will be identifiable from the results.

Data Protection and Privacy Policy

Participation in the Survey is voluntary, and any information provided will only be used with the participant's consent. Your answers will be processed in compliance with the Personal Data Protection Act 2010, ensuring that all personal information is protected and kept confidential.

Contact us

If you have any questions or concerns about the Survey, or if you have trouble completing the Survey, you can contact our customer service team for assistance. You can reach them by emailing wecare-my@greateasternlife.com or by calling 1300-1300 88. The customer service team will be happy to assist you with any questions or issues you may have.

If you would like to learn more about the Survey or provide additional feedback, you can also reach out to the customer service team. They will be happy to assist you and ensure that your voice is heard.