Since Takaful Brunei Am (TBA) first introduced its call centre service in September 2017, it now receives an average of 100 calls daily — mainly enquiries about its products.
“We have seen a huge shift from when we started to where we are now,” observed Hj Md Hatta, executive officer at the insurance provider, noting that the call centre has allowed it to reach to a younger demographic, between ages 30 and 35.
The most popular products at TBA are car, fire and travel insurance.
Those who are interested in renewing their insurance or making a purchase may do so by calling and within 48 hours, the Takaful policy certificate will be delivered to the customer’s doorstep or via email.
“Most of the calls we receive are enquiries about our retail products,” Hj Md Hatta explained. Out of the 100 calls daily, 40 per cent are actual purchases.
The three products most commonly sold via the call centre are coverage for motor vehicles; fire insurance and ‘musaffir’ or traveling.
The TBA Call Centre is open six days a week, from 8am to 7pm from Monday to Thursday, and 8am to 5pm on Saturdays. On Fridays, the call centre can be reached from 8am to 11am and from 2.30pm to 7pm.
“At the moment, our TBA Call Centre is manned by six agents, but we are hoping to grow [the team],” Hj Md Hatta said, noting the increasing number of calls they get. The service now accepts online payment, which has helped with TBA’s retention rate.
“At the end of the day, we are a service-driven industry, so we want to give the best that we can to be able to capture a bigger share of the market,” he said, pointing toward’s TBA’s vision of becoming the market leader in risk management and protection.
However, the convenience of the call centre service has not affected the number of customers going to any of the eight TBA branches. According to Nazmil Hj Souyono from Takaful Brunei’s marketing unit, on average, each TBA branch sees around 10,000 clients a month.
As TBA enters its 25th year in the sultanate, it looks to further strengthen customers’ trust by delivering reliable and smart takaful solutions.
The TBA Call Centre can be reached at 224 4000. Operating hours are: 8am – 7pm from Monday to Thursday; 8am – 11am and 2.30pm – 7pm on Friday; and 8am – 5pm on Saturdays.