We strive to provide timely responses to all your interactions with us.
1. Walk-in Customers
• You will need to fill up the complaint form and we will respond to the complaints within 14 days from the date we received the complaints form.
2. Complaints via phone
• Responses to our automated voice response complaints are instant.
• Calls are answered within 20 seconds.
• All complaints are resolved within the timeframe.
a)
Reply 100% within 14 working days for normal type of complaints.
b)
Reply 100% within 30 working days for complicated complaints involving third parties e.g. workshop/ adjuster/ reinsurer.
c)
Reply 100% within 60 working days for complicated complaints involving agents which requires further investigation on allegation e.g. fraud.
3. Complaints via e-mail, correspondence and website
• All complaints are resolved within the timeframe.
a)
Reply 100% within 14 working days for normal type of complaints.
b)
Reply 100% within 30 working days for complicated complaints involving third parties e.g. workshop/ adjuster/ reinsurer.
c)
Reply 100% within 60 working days for complicated complaints involving agents which requires further investigation on allegation e.g. fraud.
• Complaints will be acknowledged within the same day.
• For complaints received after 5.00pm, it will be acknowledged on the next working day.
• For complaints received on weekends and public holidays, acknowledgment will be sent on the next working day.
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. For documentation related to a specific claim, please visit www.takaful-ikhlas.com.my/service.
Once you have made your submission, you can expect to receive a response from us within 14 working days.
If at all, you are not satisfied with our claim decision, write to us at:
