A service guide is a guide that allows consumers to be aware of, and to anticipate the level of service from an intermediary when purchasing a Life Insurance policy or participating in a Takaful plan.
It provides information on the services you can expect from the intermediary during the following stages:
Before purchasing a policy or participating in a Takaful plan;
When deciding to purchase a policy or participate in a Takaful plan; and
During the term of the policy or Takaful plan.
You can get a copy of the service guide at respective Insurers' or Takaful Operators' website, customer portal and respective Insurers' or Takaful Operators' Head Office and branches.
You should be provided with the service guide by the intermediaries prior to purchasing a Life Insurance policy or participating in a Takaful plan either in printed form or softcopy.
You can download a sample of the Service Guide below in two languages based on the following channels: