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Prudential
Prudential has a long history in Asia, having maintained a presence in the region for over eighty years.
Today, we are one of Asia’s leading life insurers and one of the region’s largest asset management companies.
With our significant portfolio of businesses, multi-channel distribution capabilities, strong strategic partnerships, customer-centric products and services, and considerable brand equity, Prudential maintains an unrivalled position for continued growth in Asia.
Our History
Prudential Assurance Malaysia Berhad (PAMB) was established in Malaysia in 1924. For the financial year ended 31 December 2012, it achieved RM1.078 billion in new business annual premium equivalent (APE). New business sales include both life insurance sales and Takaful contributions. Takaful products distributed by PAMB’s Wealth Planners and agents are underwritten by Prudential BSN Takaful Berhad.
As a leading and innovative insurer, PAMB serves the savings, protection and investment needs of Malaysians by offering a full range of financial solutions through its 43 branches nationwide. With approximately 1,400 employees, PAMB is committed to helping people achieve their hopes and dreams for a brighter and financially secure future.
PAMB is an indirect wholly owned subsidiary of UK-based Prudential plc. Established in London in 1848, Prudential plc is incorporated in England and Wales, and its affiliated companies constitute one of the world’s leading financial services groups. It provides insurance and financial services through its subsidiaries and affiliates throughout the world. Prudential plc has been in existence for 165 years, and has £405 billion in assets under management as at 31 December 2012.
Prudential plc is not affiliated in any manner with Prudential Financial, Inc, a company whose principal place of business is in the United States of America.
Our Logo
Prudential listens to and understands the hopes and dreams of millions of customers around the world.
Our Prudence logo embodies this philosophy. Gazing in her mirror, she sees the world and herself as they really are. She is also a reminder that, in our increasingly faceless world, we are a company with a personality and a heart.
Our ability and desire to listen and understand is unequivocal, enabling us to anticipate and provide the products and services that meet the needs of everyone, everywhere.
Prudence has been the public face of Prudential since 1848 when her image was used for the company seal.
Prudence is one of the four cardinal virtues; Prudence, Justice, Fortitude and Temperance. Since Greek and Roman times Prudence has been personified as a woman holding a serpent and a mirror. She may also be shown with compasses, representing her measured judgement, a book or a spindle.
Our Vision, Mission and Core Values
Our Vision
To be the preferred insurer in Malaysia, always anticipating customers’ needs and delivering world class customer experience.
Our Mission
To provide our customers and their dependents with financial security and peace of mind, by offering a superior range of savings, protection, investment and retirement products.
To create an environment where our employees and distribution partners can succeed, be their best and have a better and brighter future with the Prudential family.
Our Core Values
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Innovate & Create Opportunities
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Demonstrate Care
& Understanding
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We pursue new initiatives and challenge ourselves to create opportunities
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We understand and care about the needs and expectations of our employees, customers, agents, partners and shareholders
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Deliver Excellence
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We encourage openness, mutual trust, and teamwork throughout the organisation
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We fulfill our promises and deliver on a clear set of expectations, maintaining our integrity at all times
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Client Charter
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INTRODUCTION
At Prudential, our clients are at the heart of all we do. We have helped make it easy for millions of Malaysians to enjoy lifestyle security and achieve greater financial freedom.We believe in building lifelong relationships by consistently delivering the best customer experience possible and caring for the community through our corporate responsibility programmes.
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EASY TO REACH
We are committed to providing efficient and effective handling of customer enquiries and feedback including complaints via the following channels:
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A) RESPONSE TO ENQUIRIES
We strive to provide timely responses to all interactions with us:
1. Walk-in Customers
· Customers should be attended to within 10 – 15 minutes
2. Phone Enquiries
3. Enquiries Via Email And Correspondence
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B) RESPONSE TO COMPLAINTS
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CUSTOMER SATISFACTION
We are committed to customer satisfaction and we genuinely seek to resolve any problems or concerns faced by our clients. In order to resolve a complaint / answer an enquiry, it is important to obtain as much information as possible including:
With more complete information, we will be better able to investigate the complaint and work towards a resolution. In cases of unsatisfactory conclusions/disputes, complainants may obtain details of alternative complaint avenues from our company.
We value all feedback received from our customers and will use it to enhance our service quality and standards. All feedback is recorded for monitoring, tracking and analysis.
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CLAIMS PROCESS – DELIVERING ON OUR PROMISES
We endeavour to settle claims promptly through standardized procedures in claims administration. Upon submission of complete details, a response will be given within 14 working days.
1. Life Insurance Claims
· In cases of appeal or dispute, complainants may refer to the Financial Mediation Bureau for further action if the decision of the insurer was made less than six months ago and / or the claim amount is below RM100,000.00.
· If the claim decision was made more than six months ago and / or the claim amount is above RM100,000.00, complainants can call or write to the Customer Services Bureau of Bank Negara Malaysia.
2. General Insurance Claims
· Complainants may refer to the Financial Mediation Bureau for further action on appeals or disputes. If the claim amount is:
a) Below RM200,000.00 (Motor and fire insurance)
b) Below RM5,000.00 (Third party property damage)
c) Below RM100,000.00 (Others)
If the claim amount exceeds the above amount, complainants can call or write to the Customer Services Bureau of Bank Negara Malaysia.
For further assistance or information on claims, please refer to EASY TO REACH to contact us.
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ADDITIONAL INFORMATION
Nothing satisfies us more than the knowledge that we have played a pivotal role in helping our clients manage their financial future. Our relationship is built on a platform of mutual trust and respect that will last not only for a lifetime but for generations to come.
1. Anti-Fraud Statement
Prudential Assurance Malaysia Berhad places great importance on fraud control, with emphasis on proactive prevention such as stringent detection measures. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect the Company’s assets and raise any suspicion of fraud ie zero tolerance of fraud. When fraud is detected, suspected or alleged, we are committed to fully investigate the matter and work closely with the relevant authorities to ensure that justice is served as well as to implement recovery measures and minimize losses.
2. Free-Look Period For Life Policy
If you decide to cancel your policy, you have 15 days from the delivery date of the Policy Document to write to the company and confirm your intention.
3. Your Personal Information
We are committed to ensuring the safety and security of our customers’ personal information in our daily operations. As such, we have put in place strong security measures to prevent unauthorized access which could result in the alteration, destruction or theft of data or compromise the confidentiality of our customer’s data. In doing so, we ensure compliance by our staff in following the strictest standards of security and confidentiality.
Such data will never be shared with any other party that is not authorized by Prudential Assurance Malaysia Berhad to process or administer the policy, or with any other party for other purposes that our customers may have agreed to.
4. Comprehensiveness And Transparency Of Product Information
We are committed to ensuring that all information disclosed about our products and services is fair, accurate and comprehensive. As such, we shall not engage in or tolerate deceptive, misleading or false representations on any of our products or services.
5. Disclaimer
We reserve the right to accept or reject an application to purchase our product/s. We will inform the applicant of the rejection and will also state the grounds for rejecting the application.
Prudential does not warrant the accuracy, adequacy or completeness of the information in the Client Charter and expressly disclaims liability for any delays, errors or omissions in the information provided. In addition, Prudential may, from time to time, at its absolute discretion, change, delete or replace the information provided therein.
The information contained in this Client Charter is strictly to be read and construed as general information for quick reference purposes only and shall not in any event be treated as a binding contract in any way whatsoever.
You are advised to contact Prudential or its agents for further details and more in-depth information.
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Prudential & PruBsn Takaful 