Client Charter

Hong Leong Assurance
At Hong Leong Assurance Berhad (HLA), we aim to consistently meet our customers' financial and protection needs. We listen, plan and provide solutions throughout every phase of their lives. We are committed to deliver the best of service to our valued customers.
 
Contact Us
For easy reach, we have established several channels:
• Visit any of our 21 branches nationwide
• Call our Customer Service Hotline at 03-7650 1288
• Write to us at:
   Customer Care Department
   Hong Leong Assurance Berhad
   Level 3, Tower B, PJ City Development
   No. 15A, Jalan 219, Seksyen 51A
   46100 Petaling Jaya, Selangor
   Fax: 03-7650 1299
   E-mail: customerservice@hla.hongleong.com.my
• Or log on to www.hla.com.my | www.hlatouch.my
 
Prompt Response To Enquiries And Complaints
We welcome customer enquiries and feedback at all times. We strive to provide timely response to all enquiries and complaints.
 
1.)Walk in Customer
 • Customers will be served within 15 minutes upon registration.

2.)Enquiry via phone
 • Simple enquiries are responded on the spot during the telephone conversation.
 • Complex enquiries, which require further follow up will be resolved and responded within 7 days.

3.)Enquiry via email and correspondence
 • An automated response to acknowledge receipt of the enquiry will be sent to sender upon receipt of the email.
 • For simple enquiry, it is expected to be resolved within 7 days upon receipt of full documentation.
 • For complex enquiry where further follow up is required, it is expected to be resolved and responded within 14 days.

 
In cases of complex enquiries or complaints where longer time may be required, clear communication will be carried out to customers. We also have a Complaints Handling Procedure, which guide customers in lodging a complaint. This guide can be obtained from our corporate website at www.hla.com.my.
 
Details Of Your Complaint
In order to resolve your complaint timely, it is important to provide us as much information as possible. When you contact us, please provide as much of the following information as you can:
• Policy information such as full name or policy number.
• Contact details such as mobile number or any other preferred method of contact. Please let us know if you wish to be called only during certain hours.
• Complaint information such as description of the complaint, relevant date(s) of the incident and name(s) of those involved.
• Relevant documents or supporting evidence (if any)
 
Once we have received all the information, we will be able to do a thorough investigation on the complaint and work towards a resolution. If you are not satisfied with the outcome of the complaint resolution, you may present your case to the Ombudsman for Financial Services (OFS) or Bank Negara Malaysia (BNM). For further information on the types of complaint handled by OFS, you may log on to www.ofs.org.my
 
Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
Level 14, Main Block
Menara Takaful Malaysia
No. 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel: 03-2272 2811
Fax: 03-03-2272 1577
Email: enquiry@ofs.org.my
 
If your complaint does not fall within the scope of OFS, you may refer to Bank Negara Malaysia at www.bnm.gov.my
 
Laman Informasi Nasihat dan Khidmat (LINK)
Tingkat Bawah, Blok C
Bank Negara Malaysia
Peti Surat 10922
50929 Kuala Lumpur
Tel: 1300-88-5465 or 03-2174 1717
Fax: 03-2174 1515
Email: bnmtelelink@bnm.gov.my
 
Response To Claims
It is our endeavour to settle justified claims efficiently through standardized claims procedure. For straight through claims, our service turnaround time is within 14 days upon submission of complete requirement of the claim. For claims that required further investigation, longer time may be required and the claimant will be notified accordingly. If you are not satisfied with our claim decision, you may submit your appeal in writing to our Customer Care Department for review.
 
Customer Care Department
Hong Leong Assurance Berhad
Level 3, Tower B, PJ City Development
No. 15A, Jalan 219, Seksyen 51A
46100 Petaling Jaya, Selangor
Fax: 03-7650 1299
E-mail: customerservice@hla.hongleong.com.my
 
However, if the appeal is declined and you are not satisfied with the decision, you may write to OFS within 6 months from the date of our claims decision.
 
Privacy Protection Of Data Given
We are also committed at all times to ensure that our customer’s information i.e. personal information and details of the policies are well protected. All employees are aware of the privacy policy and have been educated to handle customer's information align with privacy and information confidentiality principles.
 
Anti Fraud Statement
Hong Leong Assurance is committed to fraud control, proactively putting measures to reduce possibility of fraud. We have zero tolerance to any fraud element wherever it may be found in any area. Thus, when a fraud is detected, suspected or alleged, we are committed to investigate the matter. We will work closely with the relevant authorities to ensure justice is served and implement recovery measures to minimize losses.