KUALA LUMPUR, Nov 16 (Bernama) — The Malaysian Takaful Association (MTA), Life Insurance Association of Malaysia (LIAM), and Persatuan Insurans Am Malaysia (PIAM), in collaboration with Bank Negara Malaysia (BNM), have released the findings of the Customer Satisfaction Survey 2022 (CSS 2022). Overall, the survey has shown encouraging trends in the industry, with a notable increase in the Customer Satisfaction Index (CSI) score rising from 80 points in 2018 to 85 points in 2022.
Prior to this, the takaful and insurance industry introduced the Customer Service Charter (CSC) in 2011 to enhance transparency on the commitments of insurers and takaful operators to providing efficient and high quality customer services to their customers. The Charter underwent further revisions on 1st January 2018, focusing on 4 pillars which are: (1) Insurance/Takaful Made Accessible through Better Engagement and Improved Services, (2) Knowing the Customer to Build Trust, (3) Timely, Transparent and Excellent Service to the Customer’s Satisfaction and (4) Fair, Timely and Transparent Claims Settlement Process to provide Peace of Mind.
