The Life Insurance Association of Malaysia (LIAM) has launched the revised Customer Service Charter (CSC) for Insurance industry. The Charter was first introduced in 2011 which was aimed at underscoring the insurers’ commitment to deliver a consistent high standard of customer service.

This revised Charter takes it a step further by introducing certain minimum industry standards with regard to turnaround times for specified services. There are four (4) pillars of services standards under the charter as follows:

Pillar 1: Insurance Made Accessible
Pillar 2: Know Your Customer
Pillar 3: Timely, Transparent and Efficient Service
Pillar 4: Fair, Timely and Transparent Claims Settlement Process

Click on the link and find out details on the service level target under the respective pillar. This revised CSC comes into effect from 1 January 2018.

Click here to download the latest Malaysia Insurance & Takaful Customer Satisfaction Survey 2022