Client Charter & Privacy Policy           INTRODUCTION     At Great Eastern, we are committed to continuously improve our customer services as you are at the heart of all we do. We have helped to make it easy for millions of Malaysian to enjoy lifestyle security and achieve greater financial freedom. We believe in building lifelong relationships by consistently providing deliberate and differentiated customer experience and caring for the community through our corporate responsibility programs.           EASY TO REACH     We are committed to provide efficient and timely response to all interactions with us via the following touch points.     1. Customer Service Centre   Head office : Mezzanine Floor, Menara Great Eastern, 303 Jalan Ampang, 50450 Kuala Lumpur. Visit any of our 21 Service Centers/Branch Offices nationwide.     2. Customer Careline   � Speak with our Customer Service Officers at Customer Careline at 1-300-1-300-88     3. Electronic Mailing   e-mail us at wecare-my@greateasternlife.com     4. Feedback   Write to us at : Complaint Handling Unit, Level 8, Great Eastern Life Assurance Malaysia Bhd Jalan Ampang 50450 Kuala Lumpur         Tel : 03-4259 3738 Fax : 03-4259 8397 E-mail : Feedback@greateasternlife.com.my   For more details and information, please visit our website at www.greateasternlife.com           OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS     We believe that you are entitled to an efficient, honest and fair treatment in your dealings with us, especially if something goes wrong. We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know and if we have exceeded your expectations, we would be glad to hear them too. Our complaints handling process is based on the following philosophies:       Acceptance - we recognize that we may not meet your expectations and will accept all complaints   Ownership - we are responsible for resolving your complaint. If we need to pass it to someone else due to the nature or complexity of the enquiry/complaints, we will inform you.   Collection of information - we will confirm the details of your complaint and clarify if we are unsure.   Treatment - we will ensure that you and your complaint are treated fairly.   Commitment - we will follow-through on what we commit to do.   Timeliness - if we cannot resolve your complaint straight away, we will strive to resolve it within 14 working days. For complaints which may take more time to resolve, we will keep you informed of our progress.   Resolution - we aim to achieve a mutually acceptable resolution to all complaints.           DETAILS OF YOUR ENQUIRIES/COMPLAINTS     In order to resolve your complaint, it is important that you give us as much information as possible. When you contact us, please provide as much of the following information as you can:       Account information - your name, policy/contract number or account number.   Contact details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.   Collection of information - we will confirm the details of your complaint and clarify if we are unsure.   Complaint information - what your complaint is about, what happened, when it happened and who was involved. If you have evidence to support your complaint, please provide to us as well.     Once we have received this information, we will be able to investigate your complaint and work towards a resolution. If you are not satisfied with the response or the decision of our company, you may refer to Bank Negara Malaysia (BNM).   Laman Informasi Nasihat dan Khidmat (LINK) Tingkat bawah, Blok C, Bank Negara Malaysia Peti Surat 10922 50929 Kuala Lumpur Tel: 03 2698 6044 Fax: 03 2693 4051 Email: bnmtelelink@bnm.gov.my           RECORDING OF COMPLAINTS     All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.           RESPONSE TO ENQUIRIES     We strive to provide an efficient and effective service in responding to your enquiries via the following touch points. 1. Walk-in Customer   We endeavor to serve 90% of the walk-in customers within 10 minutes of registration. 2. Enquiry via Phone   We endeavor to attain 95% call through rate for all calls received from customers. 3. Enquiry via e-Mail, Letter and Fax   We will respond within 5 working days from date of receipt for non complex enquiry.   Financial Institutions (FIs) are given 14 days to provide an explanation/investigation report and to resolve the case. For more complex complaints, longer time may be required and the complainant will be updated accordingly.           RESPONSE TO COMPLAINTS       For non complicated cases, we will respond within 14 days from date of receipt of complaint.   For complicated cases, we will respond within 14 days from date of receipt of complaint and the complainant will be updated of the progress every subsequent 30 calendar days until it is resolved.         RESPONSE TO CLAIMS     It is our aim to settle justified claims promptly according to your policy benefits and standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. 90% of claims received will be responded to within 6 working days upon receipt of complete documents for non complex case. For complex cases requiring longer time, the claimant will be notified accordingly. If you are not satisfied with our claim decision, you may submit your appeal in writing to our Customer Service Center or the nearest branch office. If your appeal is declined and you are not satisfied with the decision, you may refer to the Financial Mediation Bureau within 6 months from the date of our claims decision based on the following guidelines : (a) Claim amount that is limited to RM100,000.00 for all types of policies Financial Mediation Bureau Level 25, Main Block, Dataran Kewangan Darul Takaful No. 4, Jalan Sultan Sulaiman, 5000 Kuala Lumpur Tel: 03 2272 2811 Fax : 03 2274 5752 Website: www.fmb.org.my E-mail: enquiry@fmb.org.my     (b) For cases above the stated limit or other matters relating to the quality of service and unfair claim handling, you may refer to Bank Negara Malaysia.           GELM ANTI FRAUD STATEMENT     A person commits a fraudulent insurance act if that person knowingly and with intent to defraud any insurance company or any other person either:   Conceals or withholds information concerning any material fact in order to obtain an insurance policy or benefit under an insurance policy; or   Submits an application for insurance or claim containing any false information. Great Eastern Life Assurance (Malaysia) Berhad has zero tolerance for loss and damage due to fraud. In order to prevent loss or damage due to fraud, procedures are in place and practices have been adopted to prevent, detect and respond to any occurrence of fraud. The Company may pursue legal action to recover any loss incurred and/or take the necessary steps to enable the authorities to initiate prosecution of any fraudulent insurance act, in order to safeguard the interest of the Company and its stakeholders, including its policy owners.       KEY POINTS TO REMEMBER     Nothing satisfies us more than having the knowledge that we have played a pivotal role in helping you manage your financial future. Our journey with you continues throughout your lifetime and for your future generations. Our relationship with you is built on a platform of mutual trust and respect. To strengthen that trust, we have included some items that could help you in making the right decision pertaining to your policy. (1) FREE LOOK PERIOD   The free look period starts from the date you first received your new policy document.   If you decide to cancel your policy, you have 15 days from the date you first received the policy document. Please write to the Company to confirm your intention.     (2) STATEMENT OF PRIVACY PROTECTION OF DATA GIVEN At Great Eastern,we respect every individual's right to privacy. Our relationship with you is our most valuable asset and is the very basis of our name and reputation. Whether you are our policyholder, GREAT EASTERN agent, registered user or a visitor to the secured area of our Website, we understand the importance you place on the privacy and security of information that personally identifies you or your information. We refer to and treat this information as "personal information". We extend the following privacy policy to you:.     (3) INFORMATION GREAT EASTERN COLLECTS AND HOW THE INFORMATION IS USED When you sign up for a new policy or register for our services, we ask you for your personal particulars via various modes of communication (e.g. electronic form transmission, hardcopy form filling, etc) such as your contact details, amongst other information. Whenever we collect these personal information from you, we will make reference to this policy. We limit the collection and use of personal information to what is necessary to administer our business, to offer the best possible range of financial plans, products and /or to deliver superior service to you.     (4) SECURITY PROCEDURES IN PLACE TO PROTECT THE INFORMATION We are committed to protecting the security of your personal information. For this purpose and to the best of our ability, we have put in place the required control systems to ensure security and confidentiality of our customers', agents' or business partners' information at all times. These security standards and procedures shall be maintained notwithstanding any ending or termination of this business relationship. For further information on our security measures, please see our statement on Security Policy and Features below. We also maintain stringent procedures authorizing only those employees who are strictly relevant or require to access your information on a need-to-know basis. Our employees have been educated and have personally undertaken to observe/act in accordance to your right to privacy and confidentiality. Any breach by the employee of our corporate policies would be viewed seriously and subject the employee to disciplinary action considered appropriate.     (5) SECURITY POLICY AND FEATURES We have put in place security measures to prevent unauthorized access, which could result in the alteration, destruction, theft of data or compromise the confidentiality of our customers', or agents' or business partners' data. Our website utilizes commercially proven security hardware and software products in our system, network and application infrastructure. These security products include routers, firewalls, secure operating system, authentication processes, encryption technology, etc. Please note that you play a part in system security as well. Although we exercise every reasonable effort to provide a variety of safe, secure and reliable system, we do not have control over the computer, computer software, systems and other incidentals used by you to access the system and further transmission over the Internet cannot be guaranteed, warranted or represented to be absolutely secure. If you have registered for on-line facility, you should not share the facility with another person or reveal both your "system user-id" and "password". The "password" is supposed to be a secret code and it should not be easily guessed. If you feel that your �password� has been compromised, you must change your �password� immediately. As a matter of good practice, you should also change your "password" regularly.     (6) SHARING OF INFORMATION We will not disclose your personal information to others unless we have given you prior notice of disclosure or have been previously authorised by you. We do reserve the right to disclose or report personal information in limited circumstances where we believe in good faith that disclosure is required under any law, regulation, guidelines or directives (whether or not having the force of law), to cooperate with regulators, law enforcement authorities or any authority having jurisdiction over us, or to enforce and protect our rights or property. To ensure that you benefit from the full range of financial plans, products and/or services as well as other opportunities, we may from time to time share your personal information with our agents, affiliated or member companies within our Group and/or other business partners. In such circumstances, we protect that personal information with a confidentiality agreement and these entities must conform to our privacy standards so that confidentiality of the information is always protected.     (7) ACCURACY OF INFORMATION We will attempt to keep our customers, agents or business partners' information complete, accurate and up-to-date. If you have any reason to believe that your records with us are inaccurate, incomplete or not updated, please write to us or you may contact us, upon which we will promptly rectify or update, as the case may be.     (8) TRANSPARENCY OF PRODUCTS AND SERVICES We will endeavour to ensure that our descriptions and details of any services offered online by us are clear and true. We will be happy to receive any feedback from you on your opinions and comments. Portrayal of our products and services online is designed to be clear and easily understood. However, in the event that you are in any way unsure, unclear or require more details on the service concerned, you may contact us at 1-300-1-300-88.     (9) RELIABLE AND QUALITY SERVICES We are committed at all times towards providing reliable and quality services to our customers, agents and business partners. We will ensure that all personnel and staff involved in providing these services have the necessary expertise and skills. We will endeavour to offer services that are tailored to your needs. We will achieve this by fully understanding your goals and objectives while ensuring service standards that are consistent and efficient.     (10) COMMON DOCUMENTATION FOR EASE OF PROCESSING   (a) PREMIUM PAYMENT     Customers can pay premium via Auto Debit, Internet Banking, ATM/Phone Banking, Cash or Cheque.       (b) CUSTOMER CARELINE     Customer can make enquiries pertaining to their policy matters.     Customer can request for Dial - A - Loan.       (c) CLAIMS SERVICES   Services offered are:     Death Claims     Living Assurance Claims     Total & Permanent Disability Claims     Comprehensive Accident Benefits Claims (CAB)     Comprehensive Personal Accident Claims (CPA)     Hospitalisation & Surgical Benefits (H&S) Claims     Hospitalization Benefits (HB)     Hospital Income Benefit (HIB) Claims     Information on the type of Claims and forms to be submitted are published in our website at www.greateasternlife.com       (d) HEALTHCARE SERVICES   Information on the usage of medical card and hospital admission are available in our website at www.greateasternlife.com. Please click on this link to find out more information on the following:     Admission/ Discharge Procedure     Total & Permanent Disability Claims     Panel of Hospitals     Panel of Specialists - current month     Panel of Specialists - next month     For any assistance or enquiry on medical card services, you can also call the Healthcare Hotline at 1-300-1300-18.       (e) E-FORMS   Customers can download forms online from our website. List of e-forms available as follows:     Request for Alterations     EasiPay Service Form     Cash Bonus Option Form     Health Warranty Form     Option Form for Lion Endowment Policies     Survival Benefits and Cash Bonus Option Form     Appointment Changes Of Nominees Form     2FA Service Form     You can download any of these forms for your convenience.     For more details and information, please visit our website at www.greateasternlife.com       (f) FREQUENTLY ASKED QUESTIONS (FAQ)   Need to know more about life insurance or your policy?  Please click at any of these topics for the FAQ. List of topics for FAQ.   General     Auto Debit Service     Credit Card EasiPay Service     Nominee and Trustee     Assignment     Claims     The list of FAQs are available in our website.     For more details and information, please visit our website at www.greateasternlife.com