A dedicated claims careline and a fast-track process has allowed Etiqa Takaful Bhd to improve its turnaround time taken for motor claims approval.
This is one of the key improvements that has led the takaful operator to bag the Malaysia’s Best Takaful Operator Award by Motordata Research Consortium Sdn Bhd (MRC).
“Winning this award is a representation of the way we do business. We will continue our efforts to improve our services to our customers,” Maybank Ageas Holdings Bhd COO Ahmad Rizlan Azman said in a statement.
MRC is a company designated by Bank Negara Malaysia to collect motor claim performance data, and undertakes various projects to provide standards and reduce subjectivity in claims estimation and assessment.
The firm is able to measure the turnaround time as the claims data of insurers and takaful operators are transmitted online to MRC during the claims process.
In a statement, Etiqa said in its constant effort to provide a hassle-free and speedy claims process for its customers, the company has a dedicated claims careline which operates during office hours by staff trained in managing claims.
On the claims processing turnaround time, Etiqa head of claim management Muhammad Azlan Noor Che Mat said the operator has a fast-track process to assist affected customers.
“For instance, we have premier workshop panels to facilitate and expedite the claims process, and issue approvals within a day for claims up to RM10,000 at these outlets,” he said in the same statement.
Etiqa is the single master brand for all conventional and takaful businesses under Maybank Ageas. The operating entities are grouped under two anchor companies — Etiqa Insurance Bhd for conventional business and Etiqa Takaful for the takaful business.
Backed by Malayan Banking Bhd, the nation’s largest bank, Etiqa is the largest provider of takaful business with a market share of 39.6%. It is also the largest for combined insurance and takaful businesses for both life/family (new business) and general policies, according to information at its website.