INTRODUCTION

To realize our aspiration and as a competitive player in the life insurance industry, Uni.Asia Life strongly believes in creating trust between its policyholders and the Company. With this intention in mind, Uni.Asia Life chose “A Trusted Name in Insurance” as a corporate tagline. This corporate tagline aptly expressed the commitment in understanding the values which policyholders can expect. The tagline reinforces that whatever happened to its policyholders, their mortgage payments, hospital bills, education expenses and retirement plans will be taken care of.

EASY TO REACH

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

• Visit any of our branch offices service centers nationwide
• Call us at 03-2687 2020
• Write to us at:

Customer Service / Complaints Unit
UNI.ASIA LIFE ASSURANCE BERHAD
Head Office
Bangunan Uni Asia
16 Jalan Tun Tan Siew Sin
50050 Kuala Lumpur.
General Line (603) 2687 2000
Customer Service Careline (603) 2687 2020
Customer Service Fax (603) 2026 6097
E-mail customerservice@uniasialife.com.my

For more details, please visit www.uniasialife.com.my/ Contact us/ Customer Feedback

OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS

We are committed to :

• Provide efficient and effective services in handling and facilitating resolution of enquiries and complaints
• Provide accurate, high quality and timely action in handling all enquiries
• Maintain the level of quality and consistency in all customer contacts, regardless of who the customer is or what communication channel the customer uses

Details of your Enquiries/Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.
When you contact us, please provide as much of the following information as you can:

• Account Information - your name, policy number or account number
• Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc).  If you wish to be called only during certain hours, please let us know.
• Complaint Information - what your complaint is about, what happened, when did it happened and who were involved. If you have evidence to support your complaint, please provide us as well.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.
If you feel that your complaint has not been resolved fairly, you may refer to Bank Negara Malaysia at:

            BNM LINK
            Corporate Communications Department
            Bank Negara Malaysia
            P.O. Box 10922
            50929 Kuala Lumpur.
            Tel: 1-300-88-5465 (Overseas: 603-2174-1717)
            Fax: 603-2174-1515
            Email:bnmtelelink@bnm.gov.my

Recording of Complaints

All complaints received are registered with a reference number. Status and progress of each complaint is to be documented and maintained in the system for easy reference, monitoring, follow up, retrieval and analysis.

PROMPT RESPONSE TO ENQUIRIES

We strive to provide timely responses to all interactions with us.

1. Walk-in Customers

• Customers will be served within 5-10 minutes.

2. Phone Enquiries

• Calls are answered within 3 rings.
• Resolution within 1-2 working days for enquiries requiring follow up.

3. Enquiries via e-mail and correspondence

• A response to acknowledge receipt will be sent to the sender upon receipt of the email.
• Email responses would be given within 1-2 working days from the date of receipt for non-complex enquiries.
• Correspondence would be replied within 1-2 working days from the date of receipt for non-complex enquiries.
• You will be updated regularly if enquiries are complex requiring in depth investigation.
  

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 the Customer Feedback section of this website.

Once you have made your submission, you can expect to receive a response from us within 2 working days.
If at all, you are not satisfied with our claim decision, you may refer to the Financial Mediation Bureau for mediation:

            Financial Mediation Bureau
            Tingkat 25, Block Utama, Dataran Kewangan Darul Takaful
            No. 4, Jalan Sultan Sulaiman
            50000 Kuala Lumpur
            Telephone: 03- 2272 2811
            Fax: 03- 2274 5752

For further assistance or information on claims, please write to us at: customerservice@uniasialife.com.my

ANTI-FRAUD STATEMENT

KEY POINTS TO REMEMBER

Nothing satisfies us more than the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your policy.  

1. Free Look Period

• The free look period starts from the date of delivery of your new policy document.
• If you decide to cancel your policy, you have 15 days from the date of delivery of the policy document. Please write to the company to confirm your intention.
• There shall be no refund of premium if the policy was to be cancelled after the free look period.

2. Terminating Your Policy To Purchase A New Policy

Do you know that when you lapse or surrender an existing policy in order to replace with another (by the same or a different insurer) you will lose out?

• The new policy is usually of a higher premium based on the current age.
• You may need to pay extra premium or be denied insurance if there are changes to your health.
• In most medical and critical illness policies, the waiting period (the duration when no claim is payable) resumes from the policy issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your insurance coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing policy.

3. Premium Payment

• You can make use of bank or credit card auto debit facilities to make a payment to Uni.Asia Life Assurance Berhad.
• For your convenience, we encourage you to use online payment to avoid delay.

* Alternatively, you can pay with cash directly to our service centers or specified banks – United Overseas Bank, EON Bank, Bank Simpanan Nasional (BSN), Alliance Bank or OCBC Bank. If you are making your premium payment by cheque, always ensure that the cheque is payable only to Uni.Asia Life Assurance Berhad.

4. Your Personal Information

We are committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have put in place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.

• Your personal information will only be used by Uni.Asia Life Assurance Berhad authorized personnel in the course of processing and administering your insurance policy.
• Your data will never be shared with another party that is not authorized by Uni.Asia Life Assurance Berhad to process or administer your policy.

5. Comprehensiveness and Transparency in Product Information
   
   We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.
   
   
6. Common documentation for ease of processing

e-Forms

We make these forms online for your convenience.

• Request for Alterations
• Credit Card Debit Instruction Form
• Nomination Form
• Notice of Claim Form
• Autodebit Form