Client Charter in MY - Chubb
 Customer Services

Client Charter

Chubb Insurance Malaysia Berhad

At Chubb Insurance Malaysia Berhad, our mission is to ensure that our customers develop confidence in us and we aim to become an efficient service provider that is ever ready to listen and solve problems on all insurance matters involving our customers.

Easy To Reach

We are committed to provide efficient and effective services in handling complaints and enquiries. Our customers may contact us through these channels:

  • Visit our Customer Service Counter at:
    Wisma Chubb
    38 Jalan Sultan Ismail
    50250 Kuala Lumpur
  • Call us toll free at: 1800-88-3226
  • Write to us at:
    Customer Service
    Chubb Insurance Malaysia Berhad
    Wisma Chubb
    38 Jalan Sultan Ismail
    50250 Kuala Lumpur
  • Email us at: Inquiries.MY@chubb.com
  • Fax us at: +6 03 2058 3333
    For more details, please visit http://www.chubb.com/my-contact-us

Our Commitment to Enquiries and Complaints

We believe that our customers are entitled to efficient, honest and fair treatment in their dealings with us, especially if something goes wrong.

We welcome any feedback on improving our services and genuinely want to resolve any problems that our customers may have. If we have not met our customers’ expectations, we want to be informed of this. If we have exceeded our customers’ expectations, we would also be glad to be informed about this.

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 you and your complaint are treated fairly.
  • Commitment – We will follow-through on what we commit to doing.
  • Timeliness – If we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed every 14 working days on the status until it is resolved
  • Resolution – We aim to achieve a mutually acceptable resolution to all complaints.

Details of your Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, as much of the following information must be provided:

  1. Account Information – your name, policy number or account number
  2. Contact Details – your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.)
  3. Complaint Information – details of the complaint and any supporting evidence

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

If you feel that a complaint has not been resolved fairly, please inform us accordingly and we will advise you on the alternative dispute resolution avenues available.

Response and Tracking

We provide timely response in all your interactions with us:

  1. Walk-In Enquiries
    • You will be handled in a systematic manner to ensure that you are dealt with on a first-come-first serve basis.
    • You will be served on a first-come-first serve basis or within 15 minutes on your arrival at our Customer Service counter.
    • Your details and your enquiry will be recorded by our Customer Service representative.
    • Enquiries that do not require follow-up will be resolved on that one visit.
    • You will be briefed on the next course of action to be undertaken by the company to handle enquiries that require investigation, etc. At an average, you should receive a response from the company within 14 working days from the date of receipt of your enquiry.
    • In the event your enquiry requires further investigation, you will be kept updated every 14 working days on the status until your complaint is resolved.
  2. Phone Enquiries
    • Phone calls are answered within an average of 20 seconds from the time the call is transferred to our Customer Service representative, failing which, a voice message is available after 40 seconds or you will be placed in queue. Any voice messages with name and telephone number will be responded to within the next working day.
    • Enquiries that do not require follow-up will be resolved during the first call.
    • Enquiries that require follow-up will be resolved within 14 working days from the date of receipt.
    • In the event your enquiry requires further investigation, you will be kept updated every 14 working days on the status until your enquiry is resolved.
  3. Written Enquiries (E-mail, Fax, Letter)
    • Enquiries by e-mail will be responded to within 2 working days from the date of receipt with an initial automated response by e-mail to you on acknowledgement of receipt of your enquiry.
    • Enquiries via letter or fax will be responded to within 14 working days from the date of receipt.
    • Enquiries that require follow-up will be resolved within 14 working days from the date of receipt.
    • In the event your enquiry requires further investigation, you will be kept updated every 14 working days on the status until your enquiry is resolved.
  4. Walk-in Enquiries/Phone Enquiries from OKU (Disabled) Customers
    • Special attention will be given to OKU (Disabled) customers.
    • You will be handled on a first priority basis on your arrival at our Customer Service Counter.
    • Your details and enquiry/request will be recorded by our Customer Service representative.
    • Enquiries/feedback/requests that do not require follow-up will be resolved on that one visit.
    • You will be briefed on the next course of action to be undertaken by our Customer Service representative to handle enquiries/feedback that requires investigation, etc. In the event your enquiry/feedback requires further investigation, Our Customer Service will respond to you within 14 days from the date of receipt of your enquiry/feedback.
    • In the event you require us to visit or meet you at your workplace or home to explain our insurance products to you before purchasing the insurance products, we will appoint our staff or agent to attend to you within 2 working days from the date of your receipt of your request.

Delivering Our Promises through Our Claims Process

It is our endeavor to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.

Once you have made your submission, you can expect to receive a response from us within 14 working days. The claims procedure is as follows:

  • Claims registration, complete documentation (stamp date received).
  • Claims assessment will be done in 14 working days.
  1. For normal cases, you will be updated on the progress in 14 working days.
  2. For complex claims cases (or in cases where there are insufficient documents), you will be updated on the progress in 14 working days.
  • Electronic fund transfer by Finance department in 5 working days.

If you not satisfied with the claims decision, you can write to us at:

Customer Service
Chubb Insurance Malaysia Berhad
38 Wisma Chubb
Jalan Sultan Ismail
50250 Kuala Lumpur

Email us at: Inquiries.MY@chubb.com
Fax us at: 03 – 2058 3333

For documentation related to a specific claim, please visit

http://www.chubb.com/my-claim-forms or
http://www.chubb.com/my-faq

Anti-Fraud Statement

We are committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in its 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 our 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.

Personal Information

We are committed to protecting your personal data and respect the privacy of individuals and the use of their personal data. We will deal with your personal data in compliance with the requirements of the Personal Data Protection Act 2010 and ensure that any personal data we collect about you is treated with the appropriate degree of protection and confidentiality. Our Personal Data Protection Notice can be found on our website.

You may make enquiries and access or correct your personal data or limit the processing thereof by contacting us.

Buying Insurance

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 5 working days.