Aon Malaysia Clients Charter
At Aon, we work together to deliver the best of our firm to our clients, which also includes delivering good financial consumer outcomes to our clients. This Client Charter reaffirms our commitment, in alignment with our Aon Code of Business Conduct, to build client trust and protect the interests and financial well-being of our clients.
As part of our values and standards, Aon is committed to you:
1. To uphold fair dealing and marketing practices by:
- setting our Aon standards on fair business practices in all dealings with you, which includes providing financial services or products suitable to your financial circumstances;
- preserving the confidentiality of all our clients’ information, including yours; and
- providing quality advice and recommendation to you and considering your feedback on our services.
2. To provide fair terms of services to you by:
- describing our services truthfully and accurately, and ensuring that the terms of our agreement are understood and communicated well to you;
- ensuring that your respective rights, liabilities and obligations are set out in the terms of our agreement as clearly and plainly as possible; and
- ensuring that any change to the terms in our agreement are communicated to you beforehand.
3. To provide clear, relevant and timely information on our financial services and products to you by:
- updating our marketing documentations and conveying insurance companies’ updated product documentations, as applicable;
- assisting you to understand the key product features, fees and charges, risks and benefits insurance or insurance program clearly and concisely; and
- bringing to your attention the critical terms and to explain to you as appropriate.
4. To exercise due care, skill and diligence in our dealing with you by:
- ensuring that our products and services are truthfully and accurately described, and that any advertising and marketing of our financial services is carried out with integrity;
- disclosing any actual or potential conflicts of interest; and
- ensuring that our relationships with business partners are conducted professionally and are based on objective criteria, fairness and the best interest of our company and its clients.
5. To provide suitable advice and recommendations to you that take into account your financial needs and circumstances, as applicable, by:
- considering your financial objectives, needs, circumstances, financial situation and risk appetite in order for you to make informed decisions;
- ensuring that our advice or recommendations are substantiated with a reasonable basis and in your best interest; and
- ensuring that your data and privacy are safeguarded and not misused.
6. To handle any complaints and claims in a prompt, fair and effective manner by:
- utilizing a complaint-handling process suitable to our role as intermediary and providing the redress options to you should you decide to escalate your complaints further;
- ensuring that our employees and/or agents are properly trained to handle and resolve your complaints in an effective, appropriate and timely manner; and
- evaluating and analyzing the nature and trend of complaints so that we received to improve and rectify our processes and policies accordingly.
7. To treat and manage any vulnerable consumers fairly and equitably by:
- considering the needs of such client in our customer base and target market and collaborate with insurance companies to meet these needs, as applicable;
- ensuring that our employees and/or agents recognize and respond appropriately to the needs of such client; and
- ensuring that our employees and/or agents are responding to the needs of such client and collaborate with insurance companies to make any necessary improvements to ensure such client continue to receive fair and equitable treatment.