Internal Quality and Productivity Controls,
Procedures and Practices
The goal of the company is to provide services to its principles that adheres to all regulatory requirements with quality and timeliness. In order to achieve this, we have efficient Adjusters, Editors, Managers and a Compliance Monitoring Unit. All operations and other relevant employees are given past and updated information on all the requirements issued by Bank Negara Malaysia and other regulatory bodies in writing and through in-house training. A central “Regulations and Compliance” depository is created and updated for the reference off all employees. Apart from the above, the following is implemented for various employees:
Adjusters
All new adjusters will be required to attend a one-week in house orientation program that is formulated to introduce the Company’s expectations, all regulatory requirements, policies, processes, familiarization with reports and management. Following this, the new adjusters will be required to follow experienced Adjusters for a week to acquire practical knowledge on investigation processes and report writing. After the practical training, the adjusters will be assigned cases and its outcome will be vetted by editors and the vetting results will be discussed with the new adjusters and reported in writing to the management. This monitoring and reporting will be carried out for a month. Only when the new adjusters are found to be competent, will they be allowed to carry on investigations on an individual basis. However, close monitoring and assessment will be carried out continuously by Editors, Managers and the Compliance Unit.
Editors
Are to report weekly on adjuster’s output, Turn-Around-Time (TAT) and non-compliance issues to the Management and to have weekly discussions and additional training for adjusters on output, TAT and non-compliance issues.
Compliance Unit
To create and implement a comprehensive online monitoring and updating system, which can be viewed by all relevant parties, that inputs and monitors the TAT and quality of cases from the time received to the time reporting back to the principles and immediately highlighting non compliances to the management.
To obtain feedback from Principles and immediately highlight to the management and Human Resource Department. To prepare all reports and statistics required by Bank Negara Malaysia and other regulatory bodies.
Human Resource Department
To introduce, discuss and implement Key Performance Index (KPI) for each employee. To have quarterly review of staff performance which will be discussed by the respective supervisors. To identify, organize and implement relevant training courses for employees. To review and propose various categories of awards for achievers. To implement and coordinate Health and Safety Committee and all non-insurance related regulatory requirements.
Unit Managers
To take responsibility for each section and role. Summarizing issues raised by Principles and the management and to implement decisions taken to overcome these issues immediately.
Presenting various weekly reports to the management. To provide new ideas or approach to the management and recommending achievers for the month.
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