Treat Customers Fairly Charter

At AEON Insurance Brokers Sdn. Bhd. (“AIBM”), our priority is to ensure that every financial consumer receives fair, transparent, and respectful treatment. This Charter reinforces our commitment to uphold the highest standards in consumer interactions.

 

Our Commitments

 

1. 1. 1. Corporate Culture
    

• • • • Our Board of Directors and Senior Management are responsible for ensuring the implementation of this Charter. We regularly review our practices to ensure alignment with these principles and make improvements as necessary.
     
  • • • AEON Insurance Brokers Sdn. Bhd. is dedicated to adhering to all relevant laws, regulations, and guidelines. We continuously monitor our performance in upholding this Charter and seek ways to enhance our commitment to the fair treatment of financial consumers.
     

2. 2. 2. Fair Terms
    

• • • • We believe in complete transparency. All terms, conditions, fees, and charges associated with our products/ services are openly communicated to ensure that consumers fully understand what they are engaging with. We are committed to eliminating hidden costs or surprises.
     

3. 3. 3. Provision of Information
    

• • • • We are dedicated to providing clear, honest, and accurate information about our products/ services. Our communications are designed to help consumers make informed decisions, free from any misleading or ambiguous language.
    
    
    • • We are committed to enhancing financial literacy among our consumers. We provide resources and tools to help them better understand our products/ services, as well as their rights and responsibilities. Empowering consumers to make informed choices is a key focus for us.
     

4. 4. 4. Fair Dealings
    

• • • • Our operations revolve around the needs and best interests of our consumers. We offer products/ services that are tailored to suit their unique circumstances. Protecting the rights and interests of our consumers is at the heart of our business practices.
    
    
    • • We will avoid or clearly disclose actual or potential conflicts of interest.
     

5. 5. 5. Advice and Recommendation
    

• • • • We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions.
    
    
    • • We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers.
     

6. 6. 6. Redress
    

• • • • We take complaints seriously and aim to resolve them in a timely, fair, and transparent manner. Our consumers have access to a clear and straightforward process for raising concerns, with the assurance that their issues will be addressed promptly.
     

7. 7. 7. Vulnerable Consumers
    

• • • • We ensure that our products/ services are accessible to all, including those from vulnerable or underserved group. We provide accommodations as needed, ensuring no consumer is left behind.
     

This Charter represents our unwavering commitment to treating our financial consumers with fairness, respect, and integrity. By fostering trust and confidence, we aim to build lasting relationships with our consumers and contribute positively to the financial services industry.