服務易 eService
Complaint Handling Process
A complaint is a key 'moment of truth' between CTF Life and customer – an opportunity to improve the customer relationship and demonstrate our commitment to getting the basics right.
Customers can submit a complaint via any "direct channel" (mail, email, fax, phone, etc.). All complainants are managed in a prompt, equal, fair and efficient way.
Upon receipt of a complaint, the Company will, where reasonable and practicable, acknowledge receipt of the complaint within three working days via telephone call, email, or written correspondence.
Under normal circumstances, the Company will complete the investigation within thirty working days and inform the complainant of the investigation outcome via telephone call, email, or written correspondence. If the investigation cannot be completed within the above timeframe, the Company will, where reasonable and practicable, provide the complainant with an interim update on the progress of the investigation and an estimated response date.