24 HOURS BANTUAN IKHLAS

1-800-88-1186

General Line: 03 27239999
Fax: 03 27239998
IKHLAS Care: 03 27239696
Salam IKHLAS: 03 27239696
Email: ikhlascare@takaful-ikhlas.com.my
 complaints@takaful-ikhlas.com.my

Pillar 2 : Know Your Customer

PILLAR 2

KNOW YOUR CUSTOMER

Description

To understand a customer profile adequately which enables us to:

  • Know and anticipate the customer’s needs and preference.
  • Ask for requisite information and documents to best advise the customer.
  • Offer suitable products and services.

Expected Outcome

Build Trust

NO.

COMMITMENT

SERVICE LEVEL

2.1

We will strive to help customers find the right product to suit their needs

  1. Knowledgeable and ethical staff and agents are available to serve customers.

  2. Employees and intermediaries are properly trained on products and services offered.

  3. In striving to understanding Customers’ Needs, Our sales staff and agents are committed to :
    • Listen attentively to the customers.
    • Acknowledge and properly understand the customers’ needs and preferences.
    • Ask for requisite information and documents to advise the customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010.
    • Offer options of suitable products and services to meet the customers’ needs and wants.
  4. Any options provided to customers shall be explained and on an “opt-in-basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

Note: Handling of customer information is governed by Bank Negara Malaysia’s Policy Document on Management of Customer Information and Permitted Disclosures and insurers / takaful operators shall operate accordingly.