Customer Charter
We are committed to delivering our services with transparency and maintaining fair and sound market conduct. We pledge to treat you with honesty, integrity, fairness, and equality at all times. Your rights will always be applied equally, without any distinction or discrimination, ensuring you receive the respect and consideration you deserve. We recognize and uphold your rights to fair and equitable treatment.
We are committed to transparency in disclosing our products and services. This commitment extends to providing accurate information about the insurance products we market and sell. We work tirelessly to ensure you understand the risks of transacting online and receive competent, professional advice, enabling you to make informed decisions. This information will be readily available before, during, and after each online transaction, fostering transparency and trust. All products sold online conform to Philippine regulatory standards, approved by our regulator, ensuring the highest levels of compliance.
We are dedicated to safeguarding your assets from fraud and misuse. Our insurance products are easily accessible, accurately described, and promoted through fair advertising and marketing practices, ensuring clear and honest representation for you and all our customers. Each customer will receive accurate and complete cost information through the corresponding invoice or official receipt, detailing the specific costs of purchased products, including any applicable charges.
We are committed to transparency, avoiding hidden fees or additional costs. Upon onboarding, you will receive a Certificate Number and Policy Number, along with a comprehensive Policy detailing clear terms and conditions. This ensures seamless access to our services through various channels and helps you understand your coverage effectively. You will always have the option to cancel, providing an opportunity to review your online purchase before final confirmation, ensuring your satisfaction.
We are committed to delivering our services in full compliance with all applicable laws and regulations. We strictly refrain from engaging in any illegal, fraudulent, unethical, or unfair business practices that could harm our consumers. We adhere strictly to regulations on Intellectual Property Rights to safeguard original creations, prevent infringement, and ensure the ethical and legal use of intellectual property assets. Our observance of Data Privacy and Protection laws and regulations ensure the secure handling and protection of your data. Specifically, we employ secure technology, processes, and protocols to safeguard the safety and security of online payments and any sensitive data you share with us. Additionally, we respect your privacy by refraining from transmitting unsolicited commercial or bulk email, allowing you to maintain control and discretion over the commercial messages you receive.
We do not engage in the production of fake online reviews or the dissemination of false information about competitors. Maintaining integrity and honesty in the marketplace, we uphold a fair and ethical environment for consumers and businesses alike. When you choose to purchase our products, it is because we prioritize quality and strive to offer the best selections available. Our digital platform is designed to protect against anti-competitive agreements or practices. We are committed to fair competition, adhering strictly to competition principles and all relevant laws and regulations, including Republic Act No. 10667, or the Philippine Competition Act. This commitment supports the robust development of e-commerce and contributes to the overall strength of the Filipino economy.
We are committed to ensuring the just, reasonable and effective handling of any complaint that may arise. Our dedicated customer service team is trained to address your concerns promptly and fairly, striving to achieve swift resolutions that prioritize customer satisfaction. Transparency is key in our complaint handling process, as we keep customers informed about the status and progress of their complaints. By maintaining open communication and a customer-first approach, we aim to uphold trust and enhance satisfaction throughout every interaction.
InLife Benefits Insurance Company, Inc. pledges to uphold these commitments, ensuring a safe, fair and transparent online shopping experience for all our valued consumers.
Our Commitment to our Customers
When you enter the eCommerce Site of InLife Benefits, we are committing to you the following:
Data Privacy
• InLife Benefits respects the privacy of all the information you have indicated in your insurance application form and the details of your insurance Policy Contract.
• Our relationship with you is valuable. Hence, we ensure that it is filled with good faith, trust, respect and confidence. We provide assurance that we will work hard to maintain your privacy. Moreover, while the nature of our business may sometimes require collecting and sharing information, we ensure that we get your consent on our collection handling and protection of your personal and policy information.
• Should we request certain information from you, you can be assured that it will only be used and processed in accordance with our Privacy Policy.
Security
• To keep your information safe and secure, all transactions are encrypted. Our website encrypts usernames, passwords, and other transmitted information before they leave your computer. This transforms the information that passes through your computer to our server into an unreadable format and converts back to its original form when it safely reaches us. It is fast and safe, and it ensures that your personal information cannot be read by anyone else.
• To know more about the measures we have in place, visit our Internet Insurance Security Arrangements and Policy.
Accuracy and Protection
• We will endeavor to ensure that information and materials on the website are correct, complete, accurate, up-to-date and fit for a particular purpose.
• We reserve the right to change any portion in the website; to add, modify or remove any of the provisions at any time without prior notice.
• Our customers will not be held liable for any changes due to any of the following circumstances:
• Unauthorized / Fraudulent Transactions;
• Products that are different from what you intended to purchase; or,
• Our failure to provide comprehensive and transparent information about the product/s
We listen to our Customers
Listening to customers, understanding their needs, and tailoring products and services to suit them is our priority. Transactional Net Promoter System (T-NPS) is a key element of the Company's customer centric strategy. InLife Benefits uses T-NPS to better understand the customer experience at key touch points in their interactions with the Company, for example during purchase, claims, renewal and servicing.
Every time a customer interacts with InLife Benefits, they receive a short, two-question survey:
1. HOW LIKELY ARE YOU TO RECOMMEND US TO COLLEAGUES, FRIENDS AND FAMILY?
2. WHY?
Based on feedback, customers are rated on a ten-point scale as Promoters (9-10), Passives (7-8) or Detractors (0-6). The feedback responders provided helps highlight problems or issues that can be fixed within InLife Benefits. All detractors are call backed within 24-48 hours by InLife Benefits from the are of the Company that actually provides the service or products in question. These calls either lead to service recovery, or highlight underlying problems that cannot be fixed right away, but can be flagged and addresses as part of an internal structural resolution process. Apart from the NPS Program, we offer the following avenues should a customer have a complaint, request or inquiry on our products and services:
Email: customercare@inlifebenefits.com.ph
Hotline: (632) 8580.6600
Online Form: https://www.inlifebenefits.com.ph/contact-us
In order for us to resolve your complaint accordingly, we will highly appreciate providing the following details:
1. Account Information -- Member's Name / Policy Number / Product Name
2. Contact Details -- Mobile Number or your preferred method of contact. If you have a preferred time to be contacted, kindly let us know.
3. Complaint Information -- Report indicating what your complain is about, what happened, date of incident and who were involved. Any evidence to support your complain, kindly include, as well.
The Insurance Commission
INLIFE BENEFITS INSURANCE COMPANY, INC., with License Number 2025/06-R, is a Life Insurance Company duly registered and regulated by the Insurance Commission (IC) of the Philippines. The IC, with offices in Manila, Cebu and Davao, is the Government Office in charge of the enforcement of all laws relating to insurance and has supervision over insurance companies. This office is ready at all times to render assistance in settling any controversy between an Insurance Company and a Policy Owner relating to insurance matters.