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MAYBANKSustainabilityREPORT2013
With the floods occurring yearly throughout
the monsoon season, Etiqa made the necessary
preparations to assist customers who were
impacted by the floods. We had a special Etiqa
Flood assist truck to reach out to customers,
and a special hotline was set up for quicker
service. Also, there were immediate visits by the
adjusters at impacted areas.
In addition, a special awareness campaign had been conducted at the flood prone areas to alert residents
on what they would need to do if and when a flood happens. Special waterproof bags were distributed
to residents to secure their valuable documents, should the need arise. In addition, Etiqa distributed
‘panic bags’ to the residents at 13 villages in Kemaman. These bags are specially produced to help
protect important documents such as birth certificates, passports and insurance policies in a flood. Etiqa
also worked with local councils like the Majlis Perbandaran Kuantan, to purchase and distribute basic
necessities such as food and water at relief centres.
During the floods, Etiqa expedited claims processes, and helped ease policyholders’ financial hardship
by providing them with dedicated Flood Claims Assist Hotlines. We also got in touch with relief agencies
to ascertain how else we can assist the flood victims, particularly those in relief centres in four affected
states in Malaysia. The operations team worked with our local branches and adjusters in the northern
and east coast regions to get feedback and reports on the losses as quickly and as accurately as possible.
For smaller claim amounts, we simplified the claim process. Etiqa also took proactive action by calling
customers in the disaster areas to see if they were affected by the floods, and subsequently provided
assistance in claiming their losses.
We mobilised Maybankers to provide voluntary assistance to the communities affected by the floods as
quickly as was possible. For our own affected staff members we provided 197 with emergency monetary
assistance. Of this number, 33 staff and their families were also provided with meals and alternative
accommodation.
After the floods, Maybank Group offered a six-month moratorium on a case-by-case basis for monthly
instalment payment of loans as well as waivers of certain charges for affected customers, , including
charges for customers seeking replacement of ATM cards, cheque books and passbooks destroyed in the
floods. Our efforts received praised from the Prime Minister of Malaysia Datuk Seri Najib Tun Razak who
is also Finance Minister adding that all banks should do the same. “As Finance Minister, I hereby ask all
banks to provide a temporary moratorium.”
supportduring
the floods
accesstofinance
OURPRODUCTSANDSERVICES
