ACCEPTANCE OF TERMS

The use of Sun Life Malaysia Assurance Malaysia Berhad and Sun Life Malaysia Takaful Berhad (collectively "Company") website (this "Website") is subject to the following Terms of Use (the "Terms"). By using this Website, you confirm your agreement with these Terms, as amended from time to time, without limitation or qualification. Please read these conditions carefully before using this Website.

The Company is committed to ensuring that your privacy is protected. Should the Company ask you for any information that can be used to personally identify you, be assured that it will only be used in accordance with the Personal Data Protection Act 2010 (PDPA) and terms stated in this Terms.

The Company and its subsidiaries and affiliates reserve the right to amend these Terms at any time. You are bound by any such revisions and should therefore periodically visit this Websites to review the most updated and current conditions to which you are bound, which can be found by clicking the hyperlink "Terms of Use" at the bottom of this Website.

Additional or different terms and conditions may apply to specific products or services offered by or on behalf of the Company. It is therefore recommended that you familiarise yourself with the specific terms and conditions that apply to the products or services that you may procure from the Company.

DISCLAIMER

To the fullest extent permissible pursuant to applicable laws and regulations:

1. This Website and all its content (including without limitation functions, text, data, materials, information, graphics, logos, icons, images, photographs, structure, arrangement, lay-out, "look and feel", audio clips, sounds, music, videos, and software, and any combination thereof) (the "Website Content") are provided "as is" without warranties of any kind, whether express or implied. The Company hereby disclaims any and all warranties, express or implied, including without limitation warranties of merchantability, fitness for a particular purpose, title and non-infringement of third party rights.
2. The Company does not warrant that this Website or the Website Content will be uninterrupted or error-free, that defects will be corrected, or that this Website, the Website Content, or the server that makes it available are free of viruses, contamination, destructive features or other harmful components.
3. The Company hereby disclaims any and all liability for the acts and omissions of third party in connection with or related to this Website, the Website Content or the Company's products or services.
4. The Company does not warrant or make any representations in terms of suitability, comprehensiveness, accuracy, reliability, or otherwise regarding the Website Content or its use or results. The Website Content is not intended to be or contain a complete description of all terms, conditions or exclusions applicable to the products and/or services described or referred to on this website, but is provided solely for informational purposes. For details please refer to the specific terms and conditions provided in the relevant policies or agreements.

Your sole remedy against the Company if you are dissatisfied with this Website or the Website Content is to stop using them.

The Company reserves the right to modify, suspend or terminate this Website or any portion thereof, its operation, or the access to this Website or any portion thereof, for any reason, at any time, and without notice.

PERSONALLY-IDENTIFIABLE INFORMATION

The Company's primary goal in collecting personal information is to ensure that the Company's customers are satisfied with the Company products and to provide the customers with the best possible quality of customer service. Your personal information is never shared, sold, rented or otherwise disclosed outside the Company (except as required for any statutory or legal requirements) in ways different from what is described in the Terms. The Company will take all reasonable steps to maintain the security and integrity of your personal information including the use of computer access passwords, lock-up cabinets, personnel policies and firewalls in accordance with requirement stated in PDPA.

The Company recognizesits responsibilities in relation to the collection, holding, processing, use or disclosure of personal data from which an individual can be identified. The provision of your personal data (personal data herein means including sensitive personal data)is voluntary. You may choose not to provide us with the requested data, but failure to do so may inhibit the Company's ability to do business with or provide services to you. The Company will not collect any information that identifies you personally through this Website unless and until you participate in the Company products or services, register as a member, or submit personal information for job application purposes.

CONSENT

By using this Website, you automatically agree and consent to this Terms. If you object to any practices and statement in theTerms, please do not use this Website to submit your personal information to the Company.

If your consent is required, and you provide such consent, you may thereafter withdraw your consent to the use and provision to a third party. If you have provided consent and wish to withdraw it, please inform us by writing to the address in the section on "Contacting Us". Any such request should clearly state details of the personal data in respect of which the request is being made.

LIMITATION OF LIABILITY

While the Company uses reasonable efforts to include accurate and up to date information on its websites, errors or omissions may occur. To the fullest extent permissible under applicable laws and regulations, under no circumstances including without limitation negligence, will the Company or any party involved in creating, producing, or delivering this Website or the Website Content be liable for any special, indirect, incidental, consequential or punitive damages, losses, liabilities, costs, expenses and/or consequences of any nature (including without limitation loss of data or profits), whether based on contract, negligence or tort, arising out of or in connection with the access to, use of, reliance on, or the inability to use the Website Content or any content available on other websites linked to this Website, any system, server or connection failure, any interruption or delay in transmission, or any computer viruses, even if the Company or any Company representative has been advised of the possibility of such damages, losses, liabilities, costs, expenses and/or consequences. To the fullest extent permissible under applicable law, in no event shall the Company's total liability to you exceed the amount paid by you, if any, for accessing this Website.

INDEMNITY

You agree to indemnify and hold harmless the Company, its officers, directors, shareholders, successors, assigns, employees, agents, subsidiaries and affiliates, from any claims, losses, liabilities, damages, expenses and costs (including attorneys' fees and court costs) claimed by a third party and arising directly or indirectly out of or relating your use of this Website.

RESTRICTIONS

This Website is owned and licensed by the Company, and operated by or on behalf of the Company. Except as expressly permitted by the Company in writing, no part of this Website or the Website Content may be copied, reproduced, republished, modified, stored in a retrieval system, used for creating derivative works, uploaded, posted, transmitted (by any form or by any means), distributed or used in any way for public or commercial purposes. You may use this Website or the Website Content solely for your personal use and only under the condition that you retain all copyright and other proprietary notices contained on the materials. Use of any part of this Website or the Website Content does not grant you any rights of ownership or any rights that are not expressly granted to you under these Terms or otherwise in writing by the Company.

The Company neither warrants nor represents that your use of this Website or any Website Content will not infringe third party rights.

JURISDICTIONAL ISSUES

Unless otherwise expressly set forth herein, the Company makes no representation that the Website Content is appropriate or available for use in any location or jurisdiction. Some products and services may not be available in all jurisdictions. When you choose to access this Website and/or use the Website Content you do so on your own initiative and at your own risk, and it is your responsibility to comply with applicable laws and regulations.

Except as expressly set forth herein the materials and/or information contained on this Website are not an offer to sell or a solicitation to buy any insurance product or other product or service from the Company. No insurance product or other product or service is offered or will be sold by the Company or, if sold by the Company will be effective, in any jurisdiction in which such offer or solicitation, purchase or sale would be unlawful under insurance or other laws or regulations of such jurisdiction.

NO OFFER

Information provided on this Website should not be construed as an offer of securities for sale, or a solicitation of an offer to purchase securities. Past performance is not necessarily an indication of future performance. Any person considering an investment in the securities of the Company should seek independent professional advice prior to making any investment decision.

OWNERSHIP OF INFORMATION

Any information, other than personal data or information, that you transmit, post, upload, input or submit to the Company via this Website, by electronic mail or otherwise, including data, questions, comments, or suggestions (individually or collectively a "Submission"), will be treated as non-confidential and non-proprietary information and will become the property of the Company. Such Submission may be used by or on behalf of the Company free of charge for any purpose, including without limitation to copy, reproduce, publicly display, disclose, transmit, publish, broadcast post, edit, translate and reformat, and the Company shall have the right to publish your name in connection with your Submission. The Company shall be allowed to use any ideas, concepts, know-how, techniques or proprietary information contained in any Submission free of charge for any purpose, including without limitation to develop or market products or services using or containing such Submission. In addition, the Company shall have the right to assign or license such Submission or proprietary rights in such Submission to any third party without your consent and free of charge.

The Company shall not be under any obligation to post, disclose, publish or in any way use any Submission, and may remove any Submission in its sole and absolute discretion.

By transmitting, posting, uploading, inputting or submitting a Submission, you warrant and represent that you own or have been granted all rights necessary to transmit, post, upload, input or submit your Submission and to allow for the assignment to and usage by the Company as set forth in these Terms.

You hereby waive all applicable rights you may have in any Submission for the purposes set out in these Terms.

The Company may disclose any information it possesses about you (including your name and contact details) if the Company determines that such disclosure is necessary or useful in relation with any investigation or complaint regarding your use of this Website, or to identify, contact or bring legal action against anyone who may be damaging or interfering with (whether intentionally or not) the Company's rights or property, or the rights or property of the website's visitors or users, including the Company's customers or policyholders, or if Company determines that applicable laws require or authorise such disclosure. The Company reserves the right at all times to disclose any information that it deems necessary or useful to comply with any applicable laws, regulations, legal processes or governmental or court requests.

INTELLECTUAL PROPERTY

This Website and the Website Content, the Company's trade mark and all other trade marks and service marks, whether they are figurative or not, as well as all trade names, brand names, business names, illustrations, images, logos which appear on or in relation to Company products or services, whether registered or not (the "Trade Marks"), and all other intellectual property rights (including, without limitation, registered or unregistered designs, copyrights, trade marks, service marks, logos, trade dress, trade names, trade secrets, patents, inventions, know-how, and moral rights) in or related to this Website, the Website Content and the Company's products and services (the "Intellectual Property Rights") are and remain the exclusive property of the Company and/or its licensors and are protected by applicable intellectual property laws and treaties around the world. All such rights are reserved.

Other than as expressly set out in these Terms and except as permitted by applicable law, nothing contained on this Website should be construed as granting, by implication, estoppel, or otherwise, any licence or right to use any part of the Website Content, the Trade Marks or Intellectual Property Rights without the Company's express written consent. Except as provided herein, your use of the Website Content, the Trade Marks or Intellectual Property Rights is strictly prohibited.

To the extent that any software is made available or provided to you on this website, the Company grants you a non-exclusive, limited and personal licence to download and use the software for your own personal, non-commercial use only. No other rights to the software are granted. All rights including intellectual property rights in the software remain the exclusive property of the Company or the relevant licensors or owners of the software and, except as permitted by law, you may not reverse engineer, decompile, modify or tamper with the software.

SECURITY

At the Company, we take our user's security and confidentiality very seriously. There is inherent risk in doing business with anyone over a public medium like the Internet. The Company has implemented measures to reduce these risks. Physical, electronic, and managerial measures are in place to protect your data. Secure socket layer (SSL) protocols are in use for all websites or sections involving personal and sensitive information.

If you open or register for an online account, you must complete the registration process and provide up to date, comprehensive and accurate information as required in the applicable registration form. You may also be requested to choose a password and a user name. It is your responsibility to protect and maintain the confidentiality of your password and account. You are entirely responsible for any and all activities that occur under your account and you must notify the Company immediately of any unauthorised use of your account or any other breach of security. The Company and its service providers will not be liable for any damages, losses, liabilities, costs, expenses and/or consequences of any nature that you may incur as a result of someone else's use of your password or account, whether it is with or without your knowledge or consent. You may however be held liable for damages, losses, liabilities, costs, expenses and/or consequences of any nature incurred by the Company or another party due to the use made of your account or password. It is prohibited to use anyone else's account at any time without the account holder's consent or permission.

HYPERLINKS

Links to third party websites

This Website may link to third party websites that are not under the control of or maintained by the Company. The Company is not responsible for the availability, content or accuracy of, or any updates or changes to any external websites and does not make any warranty, express or implied, with respect to the use of any external links or websites. The inclusion of any link to such websites shall not constitute or imply any form of cooperation with, approval of or endorsement by the Company of this Websites or their content. You acknowledge and agree that you use and access such hyperlinks and websites at your own risk.

Links between Company websites

This Website may also contain hyperlinks to Company websites from different jurisdictions. Products, services, materials and information provided in those Company websites may only be addressed to persons located or residing in that particular jurisdiction, and may not be intended for persons located or residing in other jurisdictions where distribution of such products, services, materials or information may be restricted.

Links from third party websites to Company websites

You must obtain the written approval of the Company before creating or installing any link in any form from a third party website to any Company website. The Company shall have the absolute discretion whether or not to approve such hyperlink. If the Company decides to approve a hyperlink, such link shall display the Company name or website address in full and in plain letters, and it should link to the homepages of the Company websites directly. The Company shall have no obligation to establish a reciprocal link back to your website following the establishment of a link from your website to any Company websites.

Embedding any part of the Website Content in third party websites using framing or any other technology or process is prohibited.

The Company will not approve hyperlinks to any Company website from websites that contain any materials or information that may be libelous, defamatory, pornographic, or obscene, that violate any laws or regulations, or that infringe upon any third party rights.

The Company reserves the right to at any time in its absolute discretion rescind any approval granted and require the removal of any hyperlink to Company websites.

The Company is not responsible for the setup of any hyperlinks from third party websites to any Company website. Any link so setup shall not constitute or imply any form of cooperation with, approval of or endorsement by Company of such third party websites. The Company is not responsible for any consequences arising out of or in connection with such links or their use.

USE OF COOKIES

The Company may set cookies on your web browser as you visit Company websites or portals. Cookies are small pieces of information sent by a web server and stored by the user's browser on the local hard drive, which will be sent back to the web server on future visits. A browser only permits a website to access the cookies it has set, not those set by other websites. There is no personal data and no personally identifiable information in cookies, and it cannot be used to obtain other information on your computer.

The Company may use cookies for a number of purposes, including with limitation to improve the user experience by remembering preferences between visits, information between pages to avoid data re-entry, and to maintain your identification after you login to one of the Company's secure portals.

The Company may also use web beacons or log files to track visits to Company websites and to gather traffic statistics to help in the continuous improvement of Company websites and portals. Web beacons are small snippets of code contained in web pages and emails to collect information through a graphic image request. Information collected for the tracking purpose is anonymous so it will not allow Company to identify you. You would only be identified after logging into the Company secured portal, but your further use of this Website or the Website Content would become anonymous again once you logout or close your browser. The above service is provided to the Company by Adobe and Google; you may find their privacy information from their websites at Adobe Products and Services Privacy Statement and Google Analytics Privacy Overview respectively.

Most browsers accept cookies automatically but you may configure your browser to accept or reject cookies. Each browser is different, so check the "Help" section of your preferred browser to learn how to change your cookie preferences. However, you may not able to use all features provided in this Website if cookies are disabled.

NO UNLAWFUL OR PROHIBITED USE.

You agree that you shall not, and shall not attempt to:

1. do anything that may damage, disable, overburden, or impair this Website, any Company server, or any networks connected to this Website or any Company server, or that may interfere with anyone's use and enjoyment of this Website, with the Website Content or with any services offered on or through the website;
2. obtain unauthorised access to any part or feature of the website, the Website Content, accounts, products or services offered on or through the website, or to any systems or networks connected to this Website or to any Company server, or to any of the services offered on or through this Website;
3. make unauthorised use of any robot, spider, site search/retrieval application, devices, programs, algorithms or methodologies, or any similar or equivalent processes, to access, acquire, copy or monitor any portion of the website or the Website Content, or to retrieve, index, "data mine" or in any way reproduce or circumvent the navigational structure or presentation of this Website or the Website Content, or to obtain any materials, documents or information through any means not purposely made available through this Website;
4. Remove any copyright, trademark or other proprietary rights notices contained on this Website or in the Website Content;
5. Collect information about the website's visitors or users, including without limitation tracking any information on any other visitor or user of this Website, without their express written consent;
6. publish, upload, post, transmit, distribute, disseminate or otherwise use any materials or information that may be inappropriate, profane, defamatory, obscene, indecent or unlawful, that may infringe third party rights, or for which you do not have sufficient permission or the necessary rights to do so;
7. reverse engineer, decompile or disassemble any portion of the website or the Website Content;
8. Use this Website or the Website Content for any unlawful or unauthorised purposes, or otherwise violate any applicable laws or regulations by using this Website or the Website Content;

BROWSER AND SCREEN RESOLUTION

In order to improve the user experience and better delivery of materials or information, the Company may employ technologies not supported by older browsers. The Company websites and portals are best viewed by the latest version of browser from major vendors, such as Microsoft®, Google® or Mozilla®, with JavaScript® and SSL enabled.

You may need to install Adobe® Flash® Player and Java® Runtime to be able to enjoy some features. Moreover, some of the materials, including downloadable forms, reports, and brochures, may require Adobe® Acrobat® Reader® to be installed on your machine.

For an optimum experience, Company websites and portals are best viewed with 1152 x 864 screen resolution.

INCONSISTENCY IN WORDINGS

In the event of any ambiguity or inconsistency between the English and local language versions of these Terms, the English version will control and prevail.

GOVERNING LAW AND JURISDICTION

These Terms will be governed by the laws of Malaysia and the parties agree to submit to the exclusive jurisdiction of the courts of Malaysia.

CONTACTING US

If you have any questions or feedback regarding the Terms, you may contact Our Privacy Officer using the information below:
http://www.sunlifemalaysia.com
Phone: 603-2612 3600
Email: privacyofficer@sunlifemalaysia.com
Address: Privacy Officer, Penthouse, 338, JalanTuanku Abdul Rahman, 50100 Kuala Lumpur

Introduction

At Sun Life Malaysia, our aim is to provide you the best-in-class products and services that meet your needs, As such, we are committed to continuously improve our customer services and we value your feedback on these services.

Easy To Reach

If you are dissatisfied with the service you have received, it is advisable to contact the person who dealt with your initial requirements as they are best placed to put the matter right as quickly as possible.

If then you remain dissatisfied with the response, you can make a formal complaint via any of the following channels:

• Visit our Customer Service Counter at
  Mezzanine Floor, 338 Jalan Tuanku Abdul Rahman
  50100 Kuala Lumpur
  Malaysia
• Call us at our Client Careline:1300-88-5055
• Write to us at:
  Customer Services
  Sun Life Malaysia Assurance Berhad /
  Sun Life Malaysia Takaful Berhad
  Level 7,
  338 Jalan Tuanku Abdul Rahman
  50100 Kuala Lumpur
  
  Attn: Pn Fidya Saleh, Head of Customer Services
• Email us at wecare@sunlifemalaysia.com
• Fax us at 603-2614 3550

We are committed to provide efficient and effective services in handling complaints and enquiries. For more details, please visit http://www.sunlifemalaysia.com/contact_enquiry_form.asp

Our Commitment To Enquiries And Complaints

We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.

We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know and if we have exceeded your expectations, we would be glad to hear them too.

Our complaints handling process is based on the following philosophies:

• Acceptance - we recognize that we may not have met your expectations and will accept all complaints
• Ownership - we are responsible for resolving your complaint. If we need to pass it to someone else due to nature or complexity of the enquiry / complaint, we will inform you.
• Collection of information - we will confirm the details of your complaint and clarify if we are unsure.
• Treatment - we will ensure that you and your complaint are treated fairly.
• Commitment - we will follow-through on what we commit to do.
• Timeliness - if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed of our progress.
• Resolution - we aim to achieve a mutually acceptable resolution to all complaints.

Details of your Enquiries/Complaints

In order to resolve your complaint, it is important that you give us as much information as possible.

When you contact us, please provide as much of the following information as you can:

1. Account Information - your name, policy / contract number or account number
2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
3. Complaint Information - what your complaint is about, what happened, when did it happened and who were involved. If you have evidence to support your complaint, please provide to us as well.

Once we receive this information, we will be able to investigate your complaint and work towards a resolution.

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

Recording of Complaints

All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

Prompt Response To Enquiries

We strive to provide timely responses to all interactions with us.

1. Walk-in Customers
   • You will be served within 15 minutes
2. Phone Enquiries
   • Responses to our automated voice response enquiries are instant.
   • Calls are answered within average of 3 seconds.
   • Resolution within 3 working days for enquiries requiring follow up.
3. Enquiries via e-mail and correspondence
   • Email responses would be given within 2 working days from the date of receipt for non-complex enquiries.
   • Correspondence would be replied within 2 working days from the date of receipt for non-complex enquiries.
   • You will be updated regularly if enquiries are complex requiring in depth investigation.

Prompt Response To Complaints

We strive to provide timely responses to all interactions with us.

• We will send the complaint a written acknowledgement within 2 working days from the date of receipt of the complaint.
• As for non-complex case, we endeavor to resolve within 5-10 working days from the date of complaint.
• The customer will be updated regularly if complaints are complex requiring in-depth investigation. We will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed of our progress.

Delivering Our Promises Through Our Claims Process

We pride in keeping to our promise to settle justified claims promptly through our standardized procedures in claims administration.

In order to assess and adjudicate your claims, you need to first submit the required documentation.

For more information on claims procedures and documentation, you may visit our claims page at :
https://www.sunlifemalaysia.com/page.asp?id=make-a-claim

Once you have made your submission, you can expect to receive the claims outcome either approved, declined, requiring further investigation or requesting for more documents within 9 working days.

If dissatisfied with any claim decision, please write to us at

Complaint Unit
Sun Life Malaysia Assurance Berhad /
Sun Life Malaysia Takaful Berhad
Level 7, 338 Jalan Tuanku Abdul Rahman
50100 Kuala Lumpur

Email us at wecare@sunlifemalaysia.com
Fax to us at 603-2614 3550

Otherwise,

For claims below RM250,000.00, please refer your dispute to the Ombudsman for Financial Services (OFS) within six months from the date of our decision.

Ombudsman for Financial Services
(formerly known as Financial Mediation Bureau)
Level 14, Main Block
Menara Takaful Malaysia
No 4, Jalan Sultan Sulaiman
50000 Kuala Lumpur

Telephone: 603 2272 2811
Facsimile: 603 2272 1577
Email: enquiry@ofs.org.my
Website: www.ofs.org.my
For claims above RM250,000.00, you may contact Bank Negara Malaysia:

Pengarah
Jabatan LINK & Pejabat Wilayah
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
Telephone: 1300-88-5465
Fax: (03) 2174 1515
Email: bnmtelelink@bnm.gov.my
For more information / documentation relating to claims, please visit http://www.sunlifemalaysia.com/page.asp?id=make-a-claim

Anti-Fraud Statement

Sun Life Malaysia is committed to fraud control with an emphasis on proactive prevention, putting in place detection measures in our effort to reduce possibilities which could lead to fraud. Our approach to fraud control centres on maintaining a legal and ethical climate which encourages all stakeholders to protect our assets and raise any suspicion of fraud. We believe in zero tolerance to fraud. Thus, when a fraud is detected, suspected or alleged, we are committed to fully investigate the matter. We will work closely with the relevant authorities to ensure that justice is served and implement measures to recover as well as to minimize losses.

Key Points To Remember

Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items which could help you in making the right decision pertaining to your policy.

1. Free Look Period (Cancellation Period)
   • Within 15 days of us delivering the policy/contract document, you may cancel it by giving us notice in writing and return the policy/contract document to us.
   • We will refund any premium/contribution you have paid without interest less any expenses we have had to pay for any medical examination.
2. Your Personal Information
   

   We are committed to ensure the safety and security of our customer's personal information in our operations. As such, we have in place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer's data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality:

   • Your personal information will only be used by Sun Life Malaysia authorised personnel in the course of processing and administering your policy/contract.
   • Your data will never be shared with another party that is not authorised by Sun Life Malaysia to process or administer your policy/contract.
3. Comprehensiveness and Transparency in Product Information

   We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.

4. Common documentation for ease of processing via e-Forms
   

   We make these forms online for you convenience

   • Alteration Request Form
   • Application for CIMB Direct Debit Service - for Sun Life Malaysia policy / contract
   • Application for Top-up / Switching / Premium
     Redirection / Withdrawal / Surrender
   • Easy-pay Services for Insurance Premium/Takaful Contribution
   • Nomination under Financial Services Act 2013 and Islamic Financial Services Act 2013
   • Statutory Declaration of Lost Policy/Contract Document
   • Claimant's Statement
   • Comprehensive Accident Benefit Claim Form
   • Death Claim Form
   • Hospital & Surgical Claim Form
   
   

   For more details, please refer to our website at
   http://www.sunlifemalaysia.com/page.asp?id=downloads

5. Disclaimer

   We reserve the right to accept or reject an application to purchase/participate in our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within fourteen (14) days.

What is privacy and why does it matter?

Privacy is about more than just protecting the personal information you may share through the use of our products and services, or when using our websites. Privacy is also about our obligation to use and disclose this information only for the purposes we’ve explained to you.

At Sun Life Malaysia, we are committed to protecting your information. Your information allows us to provide you the best possible service and products.

Our privacy commitment

Sun Life Malaysia is committed to protecting the privacy of all personal information provided to us. Using this information properly is at the root of our success; it provides us with insight to deliver the right products and services to you at the right time and in the right way.

Our privacy commitment is about more than complying with the privacy laws; it is about doing the right thing for the millions of people whose lives we touch every day through the use of their personal information, however collected or received by us. The following principles reflect our commitment to safeguarding personal information in our care:

• We keep your personal information and the business you do with us in strict confidence.
• We collect, use or disclose personal information from you only to provide you with financial and insurance products and services to help you meet your lifetime needs.
• We obtain personal information about you lawfully and fairly.
• We do not disclose personal information without your permission except where permitted or required by law or competent authority. But we may share personal information with our agents, service providers or, where permitted by law, our affiliates in connection with providing, administering and servicing our products and services on our behalf.
• Where we choose to have certain services, such as data processing, provided by third party agents or service providers on our behalf, we do so in accordance with applicable law. In some cases, we may transfer your personal information to our employees, service providers or agents located in countries other than where the information was provided.
• We are responsible for all personal information in our possession, including information transferred to third parties performing services on our behalf. All such persons, wherever they are located, are required by us to protect the confidentiality of your personal information in a manner consistent with our privacy policies and practices.
• We maintain appropriate procedures to ensure that personal information in our possession is accurate and, where necessary, kept up to date. To the extent required by applicable law, you may seek a correction of your personal information if you believe that the information we have is not accurate.
• We try to respond to requests for access to - or correction of - personal information as soon as reasonably possible. In circumstances where the law does not entitle you to access, we will explain why access is denied.
• We maintain technical and organizational safeguards to protect your personal information against loss, theft, unauthorized access, disclosure, copying, use or modification. We limit access to those who have a business need to know.

Our online privacy statement

Your privacy is important to us. We want you to understand how we safeguard your personal information and what types of information we receive and collect when you visit our websites.

Personal information and online security

When you visit our websites, you are anonymous unless you choose to identify yourself. You are not required to provide personal information to use our websites, unless a feature requires it.

Although we have physical, electronic and procedural safeguards that we believe are adequate to protect personal information, any such systems may be subject to human and operational error. In particular, because the Internet is an open system, we cannot and do not guarantee that personal information entered by you online will not be misappropriated, intercepted, modified, deleted or used by others.

Sun Life Malaysia, like many organizations, sometimes gathers data, such as your IP address, regarding how visitors explore our websites - information about the number of new and repeat visitors, where on the website a visitor explores, how long they visit, where they are geographically located and similar details. We may also track how many users visit advertisements promoting our products and services that appear on other company websites. All such information is collected in an aggregate form and is used to improve our websites’ performance and functionality, create a better experience for our visitors and measure the response to web marketing campaigns.

Sun Life or its agents on our behalf collect this information through the use of cookies and electronic images known as web beacons.

What are cookies and web beacons?

A cookie is a small piece of information that a website sends to your computer where it is stored on your hard drive. The next time you visit our website, we may use the information stored on your cookie to make your visit easier. A cookie does not tell us your identity unless you have chosen to provide it to us. Cookies cannot access other information or files from your computer. There are 2 types of cookies - session cookies and permanent or persistent cookies.

A session cookie (sometimes called a “transient” cookie) is erased when you close your Internet browser and leave our website.

A “permanent” cookie is a file that remains on your computer when you close your Internet browser. A permanent cookie can be read only by the website that created the cookie when you revisit that site.

Cookies can identify a visitor only if the visitor has used a website’s login feature. If you ask us to save your access ID to be used the next time you visit our website, we will use a permanent cookie to store your access ID in an encrypted format on your computer so that the next time you visit the website you will be recognized when you sign in. In this way, the website can recall your preferences and provide a more customized experience.

Permanent cookies have expiry dates and are automatically deleted from your computer after their expiry date. You can also clear your stored cookies via your browser preferences on your computer. However, unless you have settings that disallow cookies, the next time you visit our website, a new cookie will be added. You can set your website browser to notify you when you receive a cookie so that you can decide whether to accept or reject it. Since the procedure for altering preferences varies by browser you should check the "Help" menu of your browser to learn how to alter your cookie preferences. Please note, however, that rejecting cookies while visiting a Sun Life Malaysia website may result in certain parts of the website not functioning correctly or as efficiently as if cookies were allowed.

The permanent cookies that may be placed on your computer by the Google Display Network relating to web marketing campaigns are used to increase the relevance of display ads you may see when you visit other websites that are serviced by the Google Display Network. To opt out of these cookies, select the opt out button on the Google Privacy Centre page.

Web beacons are a collective term used to refer to "pixel tags", "web beacons" or "clear GIF images" embedded in a web page and usually invisible to the user. Web beacons are used for many of the same purposes as cookies, allowing Sun Life Malaysia or its agents on behalf of Sun Life Malaysia to compile aggregate statistics about website usage patterns, such as how many times a link or an area on a website is clicked.

All the information collected by any of these online tracking tools is non-personal and is not used in connection with any other information that could identify you personally unless you have entered your access ID and password or provided it to us through your permanent cookie.

We may share the site visit information obtained using cookies, web beacons and other similar technologies with Google Analytics or other agents to analyze online activity on our websites or in reaction to our online advertisements.

Links to websites outside of Sun Life Malaysia

To provide website visitors with more information that may be helpful to them, our websites may contain links to other websites that are not affiliated with or maintained by Sun Life Malaysia. We do not monitor the privacy practices of these third-party sites, and do not have authority over them. As a result, we do not assume any responsibility for the data collection policies and procedures of these sites.

Collection of personal information from children

Sun Life Malaysia websites are not directed at children. Our company websites do not knowingly collect information from children under the age of 18.

Please be aware that we may update and modify this online privacy statement at any time. Please review this section each time you access and/or use our websites.

Respecting your privacy in Malaysia

Respecting your privacy

In this document, “you” and “your” mean any individual whose personal information we collect, use and disclose as described in this Notice and “we”, “us” and “our” mean Sun Life Malaysia.

Our commitment to protecting your privacy, our policy

Collecting personal information about you is essential to our ability to offer you high-quality investment, retirement and insurance products and to provide you with on-going service relating to your lifetime financial needs. We take great care to keep your personal information which we collect accurate, confidential and secure. Our privacy Notice and Code sets high standards for collecting, using, disclosing and storing personal information.

Sun Life Malaysia Privacy Notice

How we collect, use and disclose personal information

• How we collect

  We may collect information about you in writing, electronically or verbally. If we collect your information by telephone, the call may be recorded for monitoring, quality improvement and training purposes, or to create a record of your information and your instructions.

• We ask you for only the information we need

  We only collect the information about you that we need, such as financial, health, lifestyle and contact information, from you and other persons for the purpose identified to you.

  Our files containing information about you are kept for the purpose of providing and servicing financial, insurance and investment products and services that we believe are right for you, over your lifetime.

  We will not sell your personal information.

• Why we need the information
  

  Generally, we need to collect personal information to:

  • understand your needs, the suitability of our products and services, and assess future needs through customer surveys, market research and analysis,
  • determine your eligibility,
  • continue to offer you and administer the full range of products and services that you have with us, in accordance with legal requirements,
  • identify you and implement risk management programs and procedures to protect against fraud, errors or misrepresentations, and
  • meet regulatory or contractual requirements.

• We will obtain your permission

  We collect, use or disclose your personal information with your permission for the purpose identified, or as allowed or required under the law.

  Your permission may be expressed in writing or be implied and you may give it to us verbally, electronically, or through your authorized representative.

  You may withdraw your permission to collect, use and disclose your personal information at any time, subject to legal and contractual restrictions and reasonable notice. However, without your permission we may not be able to provide you with the products or services you requested.

  Where medical information about you is collected or disclosed, we will obtain your consent to do so.

  Before we make information available to third parties, other than an agent or service provider who needs it to conduct tasks on our behalf, we will tell you at the time we obtain your consent or before we make the information available who those persons or organizations are, the kind of information we need to share with them and why.

• You have a choice

  We will occasionally inform you of other financial products and services that we believe meet your changing needs. If you do not wish to receive these offers, let us know by calling 03-26123600. If you ask us to remove your contact information from our marketing records, we will do this in a timely fashion.

• We will limit how long we keep information

  We will keep your personal information as long as legally or operationally necessary.

We will protect your personal information

• We are responsible for your information

  We are responsible for all personal information in our possession, including information transferred to a third party service provider or agent, so that we can provide you with a product or service. All such persons are required to protect the confidentiality of your personal information in a manner that is consistent with our privacy Notice and practices.

• How we protect information

  Access to your personal information is restricted to those of Sun Life Malaysia employees, agents and authorized service providers who need it to do their jobs.

  We have developed and continue to enhance security procedures to safeguard and protect personal information against loss, theft, unauthorized disclosure, copying, and unauthorized use or modification. We maintain appropriate safeguards and security procedures that reflect the types of documents, including electronic or paper records, organizational measures including security clearances and limiting access on a "need-to-know" basis, and technological measures such as the use of passwords and encryption. While we endeavour to protect all information, the most sensitive information, such as medical information, receives the highest level of protection.

Your right to access your personal information

Your rights

You have the right to ask in writing whether we hold any personal information about you, to see that information, and how we collect, use or disclose your personal information. We may not be able to provide you with all the information you request, depending on the circumstances, and there may be a charge for any copy of personal information requested. Where we have obtained medical information about you from a third party, we will release this information only through your physician.

How to request an update or correction

If you believe any of the information we have collected about you is incorrect or incomplete, you have the right to ask us to change it, or you may contact us to update your personal information in our records. If you show that your personal information is inaccurate or incomplete, we will make the necessary changes as appropriate.

If you feel we have not dealt with your request to your satisfaction, you can follow our customer complaint process.

How to register complaints

You may register a privacy-related complaint by contacting Sun Life Malaysia Privacy Officer. We will explain our complaint procedure to you and investigate all complaints. If a complaint is justified, we will take all appropriate steps to set the situation right, including changing our policies and practices if necessary. We will also let you know what other complaint procedures may be available to you.

Sun Life Malaysia Privacy Code

Principle 1 - Accountability

Each employee or agent of Sun Life Malaysia is responsible for personal information under his or her control and each member company shall designate an individual or individuals to be accountable for compliance with this Code.

Principle 2 - Identifying Purposes

The purposes for which personal information is collected shall be identified before or at the time the information is collected.

Principle 3 - Consent

The prior knowledge and permission of the individual are required for the collection, use or disclosure of personal information, except for legal or security reasons.

Principle 4 - Limiting Collection

The collection of personal information shall be limited to that which is necessary for the purposes identified. Personal information shall be collected by fair and lawful means.

Principle 5 - Limiting Use, Disclosure and Retention

Personal information will not be used, disclosed or retained for purposes other than those for which the information was collected, except with the permission of the individual, or as permitted or required by law.

Principle 6 - Accuracy

Personal information shall be as accurate, complete and current as is necessary for the identified purposes for which it is to be used.

Principle 7 - Safeguarding Information

Personal information will be protected by safeguards appropriate to the sensitivity of the information.

Principle 8 - Openness

Sun Life Malaysia will make readily available to their customers specific information about our policies and procedures relating to the management of their personal information.

Principle 9 - Individual Access

Upon request, an individual will be informed of the existence, use and disclosure of his or her personal information and shall be given access to it. An individual will be able to challenge the accuracy and completeness of the information and have it amended as appropriate.

Principle 10 - Handling Customer Complaints and Suggestions

Individuals can address any complaint regarding compliance with the above principles with our Privacy Officer.

For more information and how to contact us

If you have any questions about Sun Life Malaysia privacy Notice, and to obtain information about our privacy practices, please contact us by sending a written request by e-mail to privacyofficer@sunlifemalaysia.com, or by mail to Privacy Officer, Penthouse, No. 338 Jalan Tuanku Abdul Rahman, 50100 Kuala Lumpur, or you can also contact us at 03-2612 3600.

Disclaimer

We reserve the right to accept or reject an application to purchase/participate in our product. We will inform the applicant of the rejection and will also state the grounds for rejecting the application within 14 days.