Client Charter

We, at Etiqa Philippines, are committed to provide the best and most accessible service to you, our customer. This Customer Charter is a guide on the processes and responsibilities that we have in place to better serve you. With it, we hope to assist you in understanding how we are able to help safeguard your future.

I. Safety and Security

We take the online safety of our clients seriously while visiting our website as well as while transacting with us. We promise you safe and secure operations at all times by providing a safe browsing experience and secure payment mechanisms.

To know more about the measures we have in place as well as precautions you can take to protect yourself, you may visit our Customer Security page.

II. Customer Privacy

We are committed to maintain the privacy of our valued clients. To ensure the privacy of any information we receive from you and other stakeholders, our employees, officers and directors follow strict standards of confidentiality in dealing with personal and sensitive information from customers. Should we ask you to provide certain information from our website or application, you can be assured that it will only be used in accordance with our privacy policy.

III. Quality of Service

We strive to provide the fastest and most convenient experience for you without sacrificing the quality of our service. Your policy shall be prepared, sent, and fulfilled as expected. In case errors or inconsistencies are encountered, we shall have it corrected as soon as we’ve been notified and will inform you of any changes.

As our customer, you will not be held liable for any charges due to the following circumstances:

• Unauthorized transactions
• Products that are different from what you intended to purchase
• Our failure to provide comprehensive and transparent information about the product
• Policies that are delivered beyond the agreed upon time period

IV. Transparency

Our goal is to provide you, our client, with the protection that you are looking for to secure you and your loved ones’ future. We strive to be as transparent as possible through comprehensive and easily accessible information about our products so that you can make an educated decision before deciding to transact with us.

Inquiries & Complaints

If you are not satisfied with the service that we have provided, you may contact us through the following channels:

• Call us at our Customer Care hotline (+632) 8895-3308
• Email us at customersupport@etiqa.com.ph
• Or visit our main office at: 2/F & 3/F Morning Star Center, 347 Sen. Gil J. Puyat Avenue, Makati City, Philippines

Details of your Inquiries/Complaints:

In order to help resolve your complaint quickly and efficiently, you may send us the following information:

• Account Information – Insured’s Name/Policy Number/Product Name
• Contact Details – mobile or landline number as well as your preferred way of being contacted. Should you wish to be called during certain hours, please let us know
• Complaint Information – incident report indicating what your complaint is about, what happened, date of incident, and who were involved. If you have evidence to support your complaint, please provide this to us as well.

Once received, we shall investigate your complaint and work towards a resolution.

If you still feel that your complaint has not been resolved fairly, please inform us and you will be advised on the alternative resolution by our Company.