A letter of complaint

After receiving the letter from Takaful Ikhlas Sdn Bhd, that Adibah's insurance application is rejected, I was so piss off. It's written in the letter that the application is rejected because of her health condition. I totally did not understand what this mean?

Are they referring to my child deaf-blindness? She is not eligible to obtain the medical card because of her deaf-blindness? What were they thinking? That they will facing a big loss because Adibah will regularly admitted to the hospital because of her deaf-blindness. I couldn't believed this is happening. She is having that deaf-blindness since born. It is a congenital defect, a god's gift. And I totally understood that congenital defects is not covered. I'm not that stupid. They can easily explained to me in a very simple manner.

But no, they did not. They straight away rejected her application. Thus, I wrote a letter of complaint and emailed it this morning. I can always keep quite and pretend this never happened and just go to other insurance service provider but it hurts me more. I am certain that what is done by this insurance company, is not a correct and is not the right thing. Especially when you are promoting an Insurance scheme under the name of Takaful, under the brand of Islam and then you refuse to assist a multiple disable kid and rejected her straight away with no further question ask? Hah.....this is so absurd....



From: RAHAYU BINTI RAZAK
Sent: Mon 3/7/2011 9:40 AM
To: ikhlascare@takaful-ikhlas.com.my
Subject: A letter of complaint

Salam.

My name is Rahayu Razak. The purpose of writing this email is to express my disapointment and hence request for action to be taken by Takaful Ikhlas Sdn Bhd.

Early this year, I applied for Takaful Insurance Coverage for my family, including my special child Nurul Adibah Md Ashraf. Last week, I received a letter dated 11 Feb 2011, received by my agent on 23 Feb 2011. The application for Nurul Adibah Md Ashraf (application number - HS1181081) is rejected with the reason written in the letter - Permohonan ditolak kerana keadaaan kesihatan peserta. I am so disapointted with this decision. And I do not understand why is the insurance application rejected because of my child health condition.

First
I wondered how do your company decide on my child's health condition without seeing the medical report. Together with the application, I only submitted Borang pendaftaran dan cadangan penempatan kanak-kanak keperluan khas (0-18 tahun). And in this form it is only stated that my child is having a profound hearing impairment and blind. In other words, my child is deaf-blind.

And the diagnose in the 2nd page written Learning Disorder with Visual impairment. There is no any phrase in the form describing my child's health condition.

Second
My child is currently 6 years old. Previously, I have no insurance issues on hospitalization because I and my family is covered under my company, a MNC in Kulim Hi-tech Park. The insurance under this MNC is Tokio Marine. As fas as I can remembered, Tokio Marine has no issues in providing insurance for my special child as they clearly informed me that congenital defect is not covered. Other than that, there is no problem. And yes, it is very true, whenever Adibah was admitted to Gleneagles Medical Center is Penang due to fever, Tokio Marine had never asked any question. It is fully covered.

However, I then changed job. I worked in SIRIM as a contract worker and thus, only me is covered under insurance and not my family. That is why I was looking for insurance coverage for my family.

And being a Muslim, I applied for Takaful Insurance as I strongly believed that it is my responsibility to support Takaful Insurance provider. However, having this result, I can't help feeling that my child, a orang kurang upaya being discriminate by a Takaful Insurance provider. That of course does not sounds good to the society.

Third
I applied for insurance for the whole family. Thus, when your company rejected my daughter's application, why I was not informed earlier, before you approved the other family members' application. Why do think that I am still interested with your company after such discrimination? Hence, I would like to cancel all the other insurance policy and get my money back. And along the process, me and my other family members should still be under your coverage.

Should the details that had been submitted to you on my child's condition is not sufficient for you to make decision on the application, why in the first place you did not come back to me and request for more informations. I have a medical report from Pakar Perunding Pediatrik in GH Penang saying that other than deaf-blind, my child does not have any other health issues or difficulties.

This situation is totally unacceptable and hence, as a customer please attend to my request, as stated above immediately.

Regards,
Rahayu