Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur
General Line (603)42598888
Customer Service Careline 1-300-1-300-88
Thank you for buying a Great Eastern policy. Your servicing agents will be delighted
to advise and assist you on any of your after-sales needs.
At Great Eastern , we also provide the convenience of direct after-sales servicing at
our Customer Service Centre on the Mezzanine Floor at our Head Office: Menara Great
Eastern, 303 Jalan Ampang, 50450 Kuala Lumpur or any of our branches near you. We have
a team of dedicated Customer Service Officers to serve you.
Alternatively, you may call our Customer Service Careline at 1-300-1-300-88.
Our enhanced Interactive Voice Response System (IVRS) is ready to assist you anytime. You
may refer our IVRS call flow to reach your request.
From Monday to Friday 8:30 to 5:15pm (except Public Holiday). For customer residing
outside Malaysia, we can be reached at (603) 42598888.
To maximise your time, we strongly suggest that you seek after-sales service in the
The Great Eastern Complaint Handling Unit is responsible for ensuring that all
customer complaints are handled promptly and professionally in accordance with
our company's policies and guidelines.
In addition to lodging a complaint, we also welcome our customers' feedback with
regard to :
Service Suggestion :
to assist us in improving our services
Service Request :
to help us identify additional services which are currently not available
A happy and satisfactory experience with our customer services.
How to make a Complaint ?
A "Customer Feedback Form" (with complete instructions) is available at
our Customer Services Counter. The e-form may also be downloaded from this link :- Customer Feedback Form
You should hear from us within 2 working days. For non complicated case, we will
respond within 14 working days from date of receive complaint. For complicated case,
we will respond within 14 working days from date of receive complaint and complainant
will be updated of the progress every subsequent 30 calendar days until it is resolved
You may choose to complete the form or send us a complaint letter together with your personal
information, i.e. name, address, telephone no. policy no. and the nature of the complaint.
How to make Suggestions or Requests or convey your Compliments ?
Likewise, you may also complete the same "Customer Feedback Form" by
selecting one of the above options, i.e. either a Suggestion, Request or Compliment,
or send us a letter with your personal information and the nature of your feedback.
Where to Send The Feedback/Complaint ?
Please send the Customer Feedback Form or letter to the Great Eastern Complaint
Handling Unit at :
Great Eastern Life Assurance (Malaysia) Berhad
Complaint Handling Unit
Menara Great Eastern
303, Jalan Ampang
50450 Kuala Lumpur
If you are not satisfied with the response or the decision of our Company, you may
submit your complaint either to the Financial Mediation Bureau (FMB) within 6 months
from the date of our Company's final decision or to the Bank Negara Malaysia (BNM).
Your complaint shall be submitted to either FMB or BNM based on the following
Complaint refers to FMB is limited to RM100,000 involving claims only
Complaint refers to BNM shall shall not exceed RM500,000 involving claims,
except if the complaint relates to the quality of service and unfair claim
Should you require further clarifications on the proper avenue to refer your complaint
in regard to FMB or BNM, you may contact our Complaint Handling Unit.
The following are the contact details for FMB and BNM.
Tingkat 25, Dataran Kewangan Darul Takaful, 4 Jalan Sultan Sulaiman,
50000 Kuala Lumpur,
Telephone No : 03-2272 281
Fax No : 03-2274 5752
Laman Informasi Nasihat dan Khidmat (BNMLINK)
(Walk-in Customer Service Centre)
Ground Floor, D Block, Jalan Dato’ Oon, 50480 Kuala Lumpur
Contact Centre (BNMTELELINK)
Corporate Communications Department, Bank Negara Malaysia
P.O. Box 10922, 50929 Kuala Lumpur
Telephone No.: 1-300-88-5465: (Overseas: 603-2174-1717)
Tips on Making A Complaint
To allow us to ensure that your complaint is resolved in the speediest time possible,
please note the following tips when writing your complaint :
Write legibly in black or blue ink
State your case clearly and provide all the relevant facts and information
by the sequence of events.
Include any reference numbers if applicable
Avoid unnecessary details and repetition
Attach documents relating to the complaint. Send only copies and retain the
originals, unless an original copy is specifically requested.
Keep a copy of your letter
Provide alternative contact numbers where you can be reached easily.