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 following order:

	See your Servicing Agent from Great Eastern.
	Go to e-connect to check your policy status
	Email us at wecare-my@greateasternlife.com
	Speak with our Customer Service Officers at Customer Careline at
	1-300-1-300-88
	Come personally at our Customer Service Centre at Menara Great
	Eastern, 303, Jalan Ampang or any branch nearest to you.

*Note: (There may be a queue during peak hours from 10am to 2pm.)

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 :

a)	Service Suggestion :
	to assist us in improving our services
b)	Service Request :
	to help us identify additional services which are currently not available
c)	Service Compliments
	A happy and satisfactory experience with our customer services.

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.

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.

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

Complaint Handling Unit Personnel:
Chia Chun Yung

Telephone No : (603) 48133738
Fax No : (603) 42598397
E-mail : feedback@greateasternlife.com

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 conditions :

(a)	Complaint refers to FMB is limited to RM100,000 involving claims only
(b)	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 handling.

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.

FMB :	Tingkat 25, Dataran Kewangan Darul Takaful, 4 Jalan Sultan Sulaiman, 50000 Kuala Lumpur, Telephone No : 03-2272 281 Fax No : 03-2274 5752
BNM :	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) Fax No.:603-2174-1515 Email: bnmtelelink@bnm.gov.my

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.

	The oldest and largest life insurance company in Malaysia
	Vast experience and expertise in employee benefits
	Tailor-made plans available to suit your needs
	Wide range of products - life, disability, accident, health and retirement benefits

Don't delay ! Simply contact our Group Insurance to find out more.

S. Anjalai

603-4813 3885

AnjalaiSinasamy@greateasternlife.com

Type of enquiries: Sales and Marketing related enquiries such as product information & quotation request

Helpline number:

603-4813 3818

Type of enquiries: GMBIS member's status, premium payments, policy surrender, underwriting status, sum assured accepted and etc.