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Policy Servicing

Bonus statement 2016
  1. How will my policy be affected after bonus declaration?
    • Your policy’s current illustrated values will be the same as previous illustrated values.
    • The reversionary bonus rates remain unchanged for 2016.
    • The terminal bonus rates on death/TPD remain unchanged for 2016.
    • The terminal bonus rates on maturity or surrender remain unchanged for 2016.
    • Cash bonus for cash bonus policies remains unchanged.

      Once declared and vested, bonuses are guaranteed and payable in the event of a claim. Future bonuses, including maturity or terminal bonuses, are projected. The actual bonus rates declared in the future may be higher or lower, depending largely on the investment climate and economic conditions.
       
  2. Since there are no revision in bonus rates, why are the previous “Illustrated Death Benefit” and “Illustrated Surrender Value” different from the current illustrated values in my last year’s bonus statement?
    The illustrated values will be different from last year’s bonus statement if your policy is a Whole Life policy and the Life Assured’s Age is between 45 to 79 as the illustrated values are based on the year that is 20 years later from current year.

    For example:
    If your age today is 47, illustrated values this year are based on the year 2037 (20 years later from 2017). In the last year’s bonus statement, your age will be 46 and illustrated values are based on the year 2036 (20 years later from 2016).

  3. How are bonus rates determined?
    Bonus rates declared are approved by the Board of Directors after written recommendation from the Appointed Actuary. When making recommendation for the amount of bonus to be declared for each policy, the Appointed Actuary has to take into consideration key factors that will affect the surplus available for distribution. These key factors include not only the investment performance and the outlook of the performance of the Par Fund in the medium to long term; they also include the claim experience, expenses, surrenders and lapses. The cumulative effect of past investment performance would be different for different plans, depending on the year of issue and type of plan.

  4. How can I find out more about the bonus rates for my policies?
    We will be sending the Bonus Statement for 2016 to all our policyholders in batches over a one-month period from 12th June 2017. The statement will give you details of the bonus declared.

  5. a) My policy does not break-even even after the bonus declaration. Why should I continue my policy?
    b) The total premiums I have paid for my policy have exceeded the death benefit. How can you sell such a policy?

    The Benefit Illustration (BIPS)/ Policy Illustration (PIPS) you received was for the purpose of illustration and is not guaranteed. The actual amount payable either at maturity or upon surrender will depend on the declared bonus rate and maturity / terminal bonus rate. The assumptions used in the calculation of the values are stated on the BIPS/ PIPS.

    Insurance is primarily aimed at meeting protection needs. Depending on factors such as age of entry, health loading, plan type and sum assured, some policies may not break-even.

    For example:
    If you buy a policy (e.g. Living Assurance Policy Plus with CRB) at an older age of, say 55, the cost of protection against death, TPD and major illnesses not only increases with age, but also increases at an increasing rate. Hence, for a life assured who is older, a large portion of the premium is utilised to pay for the cost of protection, leaving a smaller portion of the premium for savings purpose. As a result, the surrender value/death benefit of the policy would not be able to “catch up” with the total premiums paid and the policy does not break-even.

  6. Can I withdraw the accumulated bonus?
    Once declared, bonuses are guaranteed and are payable in the event of a claim.

    We do not encourage you to withdraw the accumulated bonus prematurely. This is because you will be paid only the surrender value of the accumulated bonus. If you have short-term financial needs, you may wish to consider taking a policy loan instead. You can contact our Customer Service Officers at 2233118 for more information on policy loan.

  7. What is the current investment portfolio of the Par Fund?
    We will be sending the Bonus Statement for 2016 to all our policyholders in batches over a one-month period from 12th June 2017. You will receive a Par Fund Update for 2016 together with your Bonus Statement. The Par Fund Update will give you details on the asset mix of the Par Fund, its performance, etc.

  8. I have other participating policies that are not reflected in this Bonus Statement. Why is this so?
    This Bonus Statement only reflects applicable participating policies that are accorded reversionary bonuses yearly. Participating policies that only have terminal bonuses and non-participating policies are not included.

    For the former, a separate communication will be sent to customers to share on the Par Fund Update for 2016.

  9. Why is “Illustrated Maturity Value” shown for some policies, and “Illustrated Surrender Value” and “Illustrated Death Benefit” shown for others?
    For Endowment policies, we will show the “Illustrated Maturity Value”.

    For Whole Life policies, we will show the “Illustrated Surrender Value” and “Illustrated Death Benefit” based on the Life Assured’s (LA) Age today as follows:-
    • If LA’s age is below 45 – the illustrated values are based on the year that the LA turns 65.
    • If LA’s age is between 45 to 79 – the illustrated values are based on the year 2037 (20 years later).
    • If LA’s age is above 79 – the illustrated values are based on the year that the LA turns 99.
       
  10. Why is the column under “Illustrated Values” blank for certain policies?
    There are various reasons as to why the “Illustrated Values” are blank. If you need the values, please contact our Customer Service Officers at 2233118 to request for a quotation and we will get back to you within 14 business days.

Duplicate Policy
  1. I have lost my policy. How do I get a replacement?
    Come personally to Great Eastern Life’s Head Office with your identification card/passport. Our address is No. 17 & 18, Block B, Bangunan Habza, Simpang 150, Kampong Kiarong, Bandar Seri Begawan, Brunei Darussalam. You will need to complete a Declaration and Indemnity for Loss of Policy Form in the presence of our Customer Care Officer.

    A policy replacement charge of $20 will be imposed and the duplicate policy document will be sent to you within 10 working days.

  2. I am residing overseas and have lost my policy. How do I get a replacement?
    You can request for a duplicate policy document by completing a Statutory Declaration for Loss of Policy form.

    You have to bring this form to a Justice of the Peace, Notary Public or other officer empowered by law to administer oaths, affirmations or affidavits to make a statutory declaration that your policy document is lost. Then submit this duly signed and witnessed Statutory Declaration for Loss of Policy form to us for processing.

    A policy replacement charge of $20 will be imposed and the duplicate policy document will be sent to you within 10 working days.

Freelook
  1. What is Freelook?
    A freelook clause is provided in the policy terms and conditions. It states that the policyholder can cancel the policy under the freelook period within 14 days from receipt of the policy document.

  2. How will I be affected if I cancel my policy during the freelook period?
    Cancelling your policy under Freelook means that the whole policy is cancelled and there is no insurance coverage. If you have gone for a medical examination for the policy, any medical cost incurred will be borne by you.

    For Investment-Linked policies, market adjustments will be made and any losses will be borne by you.

  3. What is the procedure for cancelling a policy under Freelook?
    You need to give us a written request and submit it together with the original policy document.

Premium Payment Guidelines
  1. At Great Eastern Life Brunei, we advocate a cashless mode of payment and encourage all our Customers to make payments electronically using approved payment methods. Cashless payments offer safe and secured payment alternatives to Customers.

  2. Great Eastern Life Brunei offers you multiple payment methods for your premiums, policy loans repayment which are safe, convenient and hassle-free. Available payment channels include Internet Banking, Cash Deposit Machine, Automatic Teller Machine, Cheque Deposit Machine / Dropbox and Telegraphic Transfer. For details on payment methods available, please refer to the Table: Payment Channels in ANNEX 1 of the guidelines.

    Bank Payment Channels

    SCB

    Baiduri

    Information Required

    Cash Deposit Machine

    X

    Policy Number and Amount

    Automatic Teller Machine

    X

    Policy Number and Amount

    Cheque Dropbox (SCB & Baiduri)

    Cheque Depositing Machine (Baiduri)

    Policy Number, Policyholder Name and Purpose of Payment

    Internet Banking

    Add A New Biller (SCB)

    Make A One Time Payment (SCB)

    X

    Policy Number, Policyholder Name and Purpose of Payment

    Bank Counter

    X

    Policy Number, Policyholder Name and Purpose of Payment

    PH can do an Account Transfer to transfer from PH to GE account at SCB or Baiduri counter.

    Standing Instruction (To be set up at bank counter)

    Policy Number, Policyholder Name and Purpose of Payment

    Standing Instruction set up fee is waived for Baiduri account holders.

    Telegraphic Transfer

    Policy Number, Policyholder Name and Purpose of Payment


  3. Cash Payment at Great Eastern Service Counters

    If you wish to make payments using cash or cheque at Great Eastern service counters, our operating hours are from:

    Monday to Thursday (excluding public holidays)
    8.30am to 4.30pm

    Friday (excluding public holidays)
    8.30am to 12.00pm
    2.00pm to 4.30pm

    Great Eastern Life Assurance Company Limited
    No 17 & 18, Block B, Bangunan Habza
    Simpang 150, Kampong Kiarong
    Bandar Seri Begawan BE1318
    Negara Brunei Darussalam

APPENDIX 1: TABLE- Payment Channels

We encourage all our Customers to use cashless payment methods which are Safe, Secure, Convenient and Hassle-free.

  BY PAYMENT CHANNELS
1. Payment At SCB Bank

Internet Banking
  • This service is available to SCB bank accountholders.
  • Clients can select the following “Add A New Biller” and “Make a One Time Payment” (SCB) when making payment.
  • Please key in the Payment Description section if payment is for “Premium”, “APL” or “Policy Loan”.
Cash Deposit Machine /
Automatic Teller Machine
  • Payment for Great Eastern Life policies can be made only at SCB Cash Deposit Machines (CDM) and Automatic Teller Machines (ATM)
  • Enter policy number and amount to be paid.
Cheque Dropbox / Cheque Deposit Machine
  • This service is available for all Great Eastern Life policies payments at SCB and Baiduri.
  • Cheque should be crossed and made payable to “The Great Eastern Life Assurance Co. Ltd”, for Great Eastern Life policy.

Please do not transfer premiums to your Representative's bank account. This is to prevent the mixing of Customer's monies with the Representative's own funds, and to ensure clear segregation of monies belonging to the Customers and the Representative.

2. Payment at GELB Counter
  • You may pay by cash or cheque personally at Great Eastern Life Office.
  • Cheque should be crossed and made payable to “The Great Eastern Life Assurance Co. Ltd”, for Great Eastern Life policy.
  • Policyholders are reminded to write their policy numbers and names on the back of the cheque.
  • Our counter servicing hours are: 8.30am to 4.30pm, Monday to Thursday and Friday, 8.30am to 12.00pm and 2.00pm to 4.30pm (excluding Saturday, Sunday and Public Holidays).
  • Please do not send cash through the mail.
3. Telegraphic Transfer
  • For policyholder residing overseas, they may pay their premium via telegraphic transfer. The details of our bank account are as follows:

i. Name & Address of Bank:
Standard Chartered Bank
G01-02 Wisma Haji Mohd Taha Building
Jalan Gadong, BSB BE4119
Swift code: SCBLBNBB

Baiduri Bank Berhad
Block A, Unit 1-4
Kiarong Complex
Lebuhraya, Sultan Hassanal Bolkiah BE1318
Brunei Darussalam
Swift code: BAIDBNBB

ii. Great Eastern Life Bank Account Number with SCB:
01-001-029883-00

Great Eastern Life Bank Account Number with Baiduri:
08-00-110-434717

iii. Name of Payee: The Great Eastern Life Assurance Co. Ltd
iv. Other information required: Policy number, Name of policyholder, purpose of payment (Premium, APL or Loan) when remitting payment to us.

  • Please note that all bank charges related to the remittance will be borne by the policyholder. 


NOTE: An Official Receipt will be mailed to you directly once your payment has been received and processed by Great Eastern.


Reinstatement
  1. In what circumstances would a policy lapse? 
        o Premium not paid within grace period
           When the premium is not paid for the policy, and the policy has not acquired any cash value, the
           policy will lapse 30 days after the premium due date.

        o If the policy has acquired cash value, an Automatic Premium Loan (APL) will be set up after a 30-day
           grace period. This is provided for in the policy terms and conditions. APL will continue to pay for the
           premiums for as long as there is cash value.
           When the outstanding indebtedness (i.e. APL and APL interest) exceeds the cash value, the policy
           will lapse.

        o Taking policy loans against the policy and not making loan repayments may also cause the policy
           to lapse, despite regular premium payment. When the outstanding indebtedness
           (i.e. policy loan and loan interest) exceeds the cash value, the policy will also lapse.

  2. What is Reinstatement?
    Reinstatement is provided for in the policy terms and conditions. It allows the policyholder to continue with the policy, subject to certain terms after the policy has lapsed.

  3. How long from the lapsed date can I still reinstate my policy?
    The reinstatement period depends on the type of policy.
        o For Regular premium policies, reinstatement is within three years from the lapsed date
        o For Term policies, reinstatement is within six months from the lapsed date
        o For Single premium policies, reinstatement is within six months from the lapsed date

  4. What are the requirements for reinstating my policy?
    You need to fill up a Reinstatement Form. Policy reinstatement is subject to satisfactory health underwriting and payment of premiums and interest outstanding from the date of lapse to reinstatement.

    Additional form(s) is/are required if your policy has lapsed for more than six months and/or your application for assurance was accepted at other than normal terms. Please attach the Declaration of Health form.

Assignment
  1. What is an Absolute Assignment?
    An absolute Assignment is a transfer of ownership from the Assured (Assignor) to another person or institution (Assignee).

    The assignee becomes the new owner of the policy and assumes full legal right over the policy. All proceeds, be it surrender, maturity or claims will be payable to the assignee.

  2. When can I assign my policy?
    You can assign your policy if
    1. the policy
      • is allowed to be assigned under the plan
         
    2. both assignor and assignee are
      • at least 21 years old
      • of sound mind
      • not bankrupt
      • not under duress

  3. How can I effect an assignment?
    Both the assignor and assignee must come to our office at No. 17 & 18, Block B, Bangunan Habza, Simpang 150, Kampong Kiarong, Bandar Seri Begawan, Brunei Darussalam, with their Identification Card.

    If the assignment is done between spouses, or parent and child, and relationship can be established by producing the marriage certificate or birth certificate, they need not be present at our office.

    Please complete the Absolute/Collateral Assignment form. Additional documents required are stated on the overleaf of the form.

  4. Can I assign to a company or institution?
    Yes, you can assign to a company or institution.

    Both the assignor and assignee must come to our office at No. 17 & 18, Block B, Bangunan Habza, Simpang 150, Kampong Kiarong, Bandar Seri Begawan, Brunei Darussalam, with their Identification Card.

    Please complete the Absolute/Collateral Assignment form. Additional documents required are stated on the overleaf of the form.

    For an assignment to a company or institution, a company stamp is required on the assignment form.

  5. Can I cancel/revoke the assignment?
    No. Once absolutely assigned, the policy ownership will belong to the assignee. However, the policy ownership can be transferred back to you provided the assignee agrees to it. A new assignment will need to be done.

Loan/Withdrawals

Automatic premium loan
  1. What is Automatic Premium Loan (APL)?
    APL means that your policy cash value is used for your unpaid policy premium. This will go on until your cash value is used up. APL is only applicable if your policy has cash value and your premium is 30 days past the grace period.

  2. What is the interest charged?
    Interest is charged on the APL at 6% per annum and is calculated on a daily basis.

  3. How do I apply for APL?
    You need not apply for this. As long as your policy has cash value and the premium is not paid within the grace period of 30 days, APL will automatically be raised to keep your policy in force.

    This enables the Company to continue extending the insurance coverage to you and, at the same time, add reversionary bonus to your policy as if premium were paid.

  4. How do I know if my policy is on APL?
    We will send you quarterly APL notices if you are paying your premium monthly or quarterly. Otherwise, APL notices will be sent to you either on a half-yearly or yearly basis.

  5. How long can my policy last under APL?
    We are unable to confirm how long your APL can last, as this depends on the cash value, which in turn depends on the actual bonus declared each year. While under APL, you will be informed of the date the policy is expected to lapse before the cash value is completely depleted by the total indebtedness.

  6. Do I have to repay the APL?
    We would like to recommend that you continue to pay your premiums by cash or cheque instead of activating the APL provision so that your insurance coverage is not reduced or even terminated. APL is recommended only as a short-term measure.

  7. How do I repay the APL?
    You may make full or part repayment at your convenience. However, you are advised to repay the APL as soon as possible. This is because when the Cash Value is used up, your policy will lapse. We recommend that you repay by cheque.

  8. What happens if I do not repay the outstanding premium?
    Any outstanding APL payment will be deducted from your Lion payment or maturity claim. Once your cash value is used up, your policy will lapse.

Cash Benefits Payment
  1. What is Cash Benefits Payment?
    Cash Benefits payment refers to either Survival Benefits (three- or five-year interval) or Cash Bonus (yearly interval), which are payable at regular intervals during the term of the policy, provided the policy is in force.

  2. What are some of the plans with Survival Benefit Payments?
    Some of the plans are as follows:
    • Family 3
    • Annual Cashback Endowment
    • Dynamic Prolife (pays out both survival benefits and cash bonus)
    • SaversLife

  3. What are some of the plans with Cash Bonus Benefit Payments?
    Some of the plans are as follows:
    • Dynamic Prolife with Cash Bonus
    • Dynamic Living Assurance Plan with Cash Bonus
    • FlexiLife 60 with Cash Bonus

  4. What can I do with the Cash Benefits Payment?
    Depending on the options that you have chosen at the start of the policy, you can either withdraw the amount as and when it is due, use it to pay for your premium, or simply keep it with our Company to earn interest.

  5. My Survival Benefits was used automatically to pay for my outstanding premiums/policy loans without my authorisation. Why?
    The contract has provided for this. If there is any outstanding indebtedness (policy loan or APL) attached to the policy at the time the survival benefit is payable, the Company will automatically use it to offset the indebtedness first. Only the balance will be paid out or left on deposit with the company, depending on the cash benefit option (refer to Question 4 above).

  6. What is the interest rate if the Cash Benefit is kept with the Company?
    Our current interest rate is 3% per annum. This deposit interest rate will be reviewed on a regular basis to reflect the future investment and interest climate.

  7. My Cash Benefit is currently on deposit with your Company. Can I withdraw it at any time?
    Yes, you can withdraw the Cash Benefits together with any interest accumulated up to the date of withdrawal at any time. Interest is calculated on a daily basis.

    Click here for the online withdrawal form. Please print, complete and mail it to us for our processing. The cheque will be sent out to you within seven working days upon receipt of your withdrawal form.

  8. I have received a Cash Benefit cheque from Great Eastern. Can I return the Cash Benefit cheque for deposit with you?
    You can deposit the cash benefit cheque with us only if it has not been presented. However, there is an administrative charge of $30 per cheque. If the cash benefit cheque has been presented, it cannot be returned for deposit with the Company.

  9. Is this Cash Benefits the same as the amount shown in the Bonus Statement that I receive from Great Eastern?
    No. Cash Benefits are special benefits given and are different from the Bonus paid yearly to participating policies.

    On the other hand, the Bonus Statement is to inform you of the Bonus that was allocated to your policy for a specific year. A Bonus is an annual payment from the Company’s surplus given to policies with participating profit.

Policy Loan
  1. What is a Policy Loan?
    It is an advance payment granted to the policyholder after the policy has a cash value. You can use this loan to meet your short-term financial needs.

  2. When can I apply?
    You can apply for a policy loan once your policy has cash value. The cash value will be available about two to three years after you have bought the policy. However, this does not apply to some plan types, such as Investment-Linked, Term and policies bought using CPF.

  3. How much can I borrow?
    You can borrow up to 92% of the policy cash value, depending on the type of policy you have.

  4. What is the interest charged?
    Our current interest is 6% per annum, calculated on a daily basis on the outstanding loan.

  5. When do I repay the loan?
    You may make full or part repayments of the loan at your convenience. However, you must continue to pay your premium to keep your policy valid. Otherwise, your policy may eventually lapse. As a guide, we suggest you repay your loan within a year or two.

  6. How can I repay the loan?
    You can pay by cheque or cash. The minimum loan repayment instalment is $50. When the remaining loan balance is less than the instalment amount, the final repayment instalment will be the balance amount.

  7. Will my policy cover be affected by the loan?
    Yes. You must continue to pay your premiums to keep the policy in force. When any policy benefits (such as cash benefits or maturity value) are due to you, this will be used to offset your loan, before the balance is made to you.

  8. How to apply for a loan?
    Contact your Distribution Representative, who will be able to assist you. Drop by our office personally to apply for a policy loan. 

  9. What will be my maximum loan available now?
    The maximum loan value is available via e-Connect. With a secure password, you will be able to check your policy details, values or payment. Have you signed up for your e-Connect password? If not, please click here to sign up and we will send the password to you within five working days upon successful registration.

  10. How much should I pay if I wish to settle my policy loan of $5,000 within two years?
    A Special Repayment Guide is enclosed for your reference. If you wish to pay off your $5,000 policy loan within two years, you need to make monthly payments of $222.

    Note: The Maximum loan available on your policy can be found in e-Connect. E-mail us at wecare-bn@greateasternlife.com

  11.   Period of Payment
    Loan Amount ($) 6 months 9 months 1 year 1.5 years 2 years 3 years 4 years
    1,000 170 114 87 59 Monthly Repayment shall not be less than $50 per month
    2,000 340 228 173 117 89 61 -
    3,000 509 342 259 175 133 92 71
    4,000 679 456 345 233 178 122 94
    5,000 848 570 431 292 222 153 118
    6,000 1,018 684 517 350 266 183 141
    7,000 1,188 798 603 408 311 213 165
    8,000 1,357 912 689 466 355 244 188
    9,000 1,527 1,026 775 525 399 274 212
    10,000 1,696 1,140 861 583 444 305 235
    15,000 2,544 1,709 1,291 874 665 457 353
    20,000 3,392 2,279 1,722 1,165 887 609 470
    25,000 4,240 2,848 2,152 1,456 1,109 761 588
    30,000 5,088 3,418 2,582 1,747 1,330 913 705
    40,000 6,784 4,557 3,443 2,330 1,773 1,217 940
    50,000 8,480 5,696 4,304 2,912 2,217 1,522 1,175

Claims

Death Claim
  1. What is the procedure for making a Death Claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Death Claim.

  2. What is the Doctor’s Statement?
    The Doctor’s Statement is a form provided by Great Eastern Life, to be completed by the doctor who attended to the deceased person for his last illness before his death. If death occurred in Singapore, the claimant can submit all the relevant documents except the Doctor’s Statement. Claims Department will review the claim and advise if the Doctor’s Statement is required. The Doctor’s Statement must be completed if death occurred abroad due to an illness.

  3. How will the death claim proceeds be paid?
    Type of Policy Who we pay to 
    Estate Policy (no beneficiary named) Grant of Probate or Grant of Letters of Administration is required.
    Third Party Policy policyholder
    Absolute/Conditional Assignment Policy Assignee
  1. Who is considered the Proper Claimant?
    Proper Claimant refers to the executor, widower, widow, parent, child, brother, sister, nephew or niece of the deceased. 
  1. What is the Grant of Probate or Grant of Letters of Administration and how does the estate apply for it?
    A Grant of Probate is issued by the Courts to confirm the appointment of the executor(s) named in the deceased’s will.

    A Grant of Letters of Administration is issued by the Courts to name the legal representatives who are entitled to deal with the deceased’s estate.

    Both can be applied through a lawyer, who will draw up and submit a petition to the High Court for approval. It may take up to six months for the court to grant an approval, depending on the complexities of the deceased’s estate.

Total and Permanent Disability (TPD) claim
  1. What is the procedure for making a Total and Permanent Disability (TPD) claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Total and Permanent Disability Claim.

  2. How will the Total and Permanent Disability (TPD) Benefits be paid?
    Should the insured person become totally and permanently disabled while the policy is in force, the Company will waive the payment of all future basic life premiums and pay the Disability Benefit in 10, five or three annual instalments, or one lump sum, depending on the terms and conditions stated in the policy contract.

    *Please refer to the policy contract for the instalment payments and the date of the instalments due as different contracts have different terms and conditions.

  3. Why is a medical report required before payment of every TPD instalment?
    A medical report is required before each TPD instalment is made because, under the contract for TPD, if the assured ceases to be totally and permanently disabled, the Company will discontinue all further annual payments. Therefore, there is a need to confirm that the policyholder is still totally and permanently disabled before each instalment is paid out.

  4. For endowment policies, what happens when there are TPD instalments due after the policy maturity date?
    On the maturity due date, the Company will pay in one lump sum to the policyholder the balance of the TPD instalments.

  5. If the insured person passes away in the midst of his TPD instalments, what will happen to the rest of the unpaid TPD instalments?
    The unpaid TPD instalments will be paid in one lump sum to the estate of the deceased.

  6. What happens if the insured person recovers from his TPD before he has received the full TPD benefits?
    It is stated in the contract that if the insured person ceases to be TPD, the Company will discontinue further TPD benefits payments and the policy shall continue under such terms and conditions as the company may decide.

Living Assurance/Early-Payout Critical Care (EPCC) Claim
  1. What is the procedure for making a Living Assurance/EPCC claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Living Assurance Claim.

  2. Will the Living Assurance/EPCC claim be paid to the policyholder immediately?
    There is a three-month waiting period for the following major illnesses/surgeries (i.e. the major illness or the illness for which surgery is required will be covered only three months after the date of issue of the policy/rider or reinstatement of the policy/rider):
        • Cancer/Major Cancers
        • Heart Attack
        • Angioplasty & other Invasive Treatments for Coronary Artery
        • Coronary Artery By-pass Surgery

    If the claim is admitted, the payment of claims will be made to the policyholder.

  3. What is a Doctor’s Statement?
    The Doctor’s Statement is a form provided by Great Eastern Life, to be completed by the doctor who attended to the insured person for his illness. The policyholder has to request the attending doctor to complete the Doctor’s Statement and the fee for the completion of the Doctor’s Statement will be borne by the policyholder. Should the Claims Department require additional medical reports, the medical report fee will be borne by the Company. In addition, all relevant laboratory and test results need to be submitted.

  4. If an existing insured person is planning to reside overseas, how will the Living Assurance be affected?
    The Living Assurance benefits provide a worldwide cover. However, the insured person’s condition must be certified by a qualified physician practising Western medicine. The Company reserves the right to ask the insured person to be reviewed by an appointed physician.

    If a special endorsement (Endorsement No. 100) is included in the insured person's policy, e.g. for foreigners and PRs, the insured person is required to be diagnosed in Singapore, Malaysia or Brunei. However, the Company will still consider the medical evidence if the illness is diagnosed in other countries. If the medical evidence is sufficient, the Company may choose to pay the claim on goodwill basis without admitting liability. Otherwise, the Company reserves the right to ask the insured person to be reviewed by an appointed physician.

  5. What should the policyholder do if he does not know which Major Illness to claim under?
    If the policyholder does not know the exact diagnosis of his condition or does not know which Major Illness it falls under, the policyholder may show the policy with the Major Illnesses’ definitions to his attending doctor and seek the doctor’s opinion whether the condition fulfils any of the Major Illnesses. If it does, the policyholder should request the attending doctor to complete the Doctor’s Statement of that particular Major Illness.

Accident Claim
  1. What is the procedure for making a Personal Accident Claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Personal Accident Claim.

  2. Do I need to submit a medical report?
    For claims of more than $1,500, the Doctor’s Statement must be completed by the attending doctor and submitted to us. The Doctor’s Statement is furnished at the expense of the claimant.

    For claims of less than $1,500, the Doctor’s Statement need not be submitted. The Company may waive the
    1. medical report if there is sufficient documentary evidence, e.g. a Doctor’s Memo or Inpatient Discharge
    2. summary report to show the cause of hospitalisation/disability and period of disability

  3. If the insured person underwent day surgery, can he/she claim under Hospital & Surgical Protector (HSP)/Premier Health Plan (PHP)?
    Day surgery performed in a specialist clinic or hospital may be paid after assessment of the claim. However, day surgery performed by a General Practitioner is not payable.

  4. If the insured person has consulted the A&E department of a hospital due to an illness (acute or otherwise) but was not hospitalised, will the claim be payable?
    No. PHP claim is only payable if the insured person is hospitalised or has undergone a surgery in a specialist clinic or hospital due to an illness/accident. However, A&E consultations without hospitalisation will be payable if it is due to an accident/injury and must be treated by a qualified Western-trained physician (Please refer to policy contract for the definition of ‘physician’).

  5. If the insured person goes to the A&E department of a hospital due to an illness, e.g. high fever or food poisoning, can he/she claim under the Premier Health Plan (PHP)?
    No. Emergency outpatient treatment only covers accidental injuries (Please refer to policy contract for the definition of ‘Emergency Outpatient Treatment’).

Medical/ Hospitalisation claim
  1. What is Deductible and Co-insurance?
    Deductible is the fixed amount of expenses (per policy year) that is not payable under the Premier Health Plan and which will be borne by the policyholder before any benefit becomes payable.

    Co-insurance is the share of the eligible expenses (10%) incurred in excess of the Deductible and which is borne by the policyholder.

    Please refer to the table below for illustration:
  2. Total eligible hospital bill $10,000
    Deductible - $ 3,500
      $ 6,500
    Co-insurance ($6,500 x 10%) - $ 650
    Net Amount payable  $ 5,850
  1. What is Day Surgery?
    Day surgery refers to the situation where a patient undergoes an operation in a hospital or a government/restructured specialist medical centre, performed by a duly qualified physician and involving local or general anaesthesia. The surgical expenses include the fees and charges for anaesthetics and oxygen and their administration, and use of operating theatre and facilities. Surgery excludes Accidental Dental Treatment. Day surgery done in a clinic or polyclinic is not covered.

  2. What is Room & Board?
    Accommodation in a hospital, including meals and general nursing, during confinement as a bed-paying patient. Deluxe rooms, luxury suites or other special rooms that cost more than a standard single room are excluded.

  3. What is Final Expenses Benefit?
    This is a waiver of deductible and co-insurance. This benefit will come into effect upon the insured person’s death during hospitalisation or after discharge from the hospital. The deductible and co-insurance that applies to the eligible expenses will be waived. The deductible and co-insurance, which must be incurred during the same period of insurance in which death occurs, will be reimbursed up to the limits for the plan type insured, provided that death is a result of the cause of the hospitalisation. If the insured person’s death is a result of self-inflicted injuries, suicide or attempted suicide, whether sane or insane, the final expenses benefit will not be claimable.

  4. Does Premier Health Plan (PHP) cover goods and services tax (GST)?
    No. PHP does not cover GST.

  5. If the Life Assured has consulted the A&E Dept. in a Hospital due to an illness (acute or otherwise) but was not hospitalised, will the claim be payable?
    No. Our hospitalisation plans do not cover for outpatient treatment at A&E Dept. due to an illness. However, if the Life Assured has undergone a surgical procedure in the A&E Dept. as a result of an illness, it would be covered.

  6. If the Life Assured has consulted the A&E Dept. in a Hospital due to an accidental injuries but was not hospitalised, will the claim be payable?  
    Yes. Emergency outpatient treatment covers accidental injuries and this is only applicable to Hospitalisation Plans that have a benefit on Emergency Outpatient Treatment due to Accident.

  7. How do I submit my hospitalisation claim under my Premier Health Plan?
    You need to submit the original final hospital bill to Great Eastern.

  8. Under what circumstances do I need to submit the original final hospital bill for claim?
    The original bills will have to be submitted for the following claims:
        • pre/post hospital bills before and after hospitalisation
        • overseas bills
        • claims filed under Premier Health Plan

  9. How do I claim for my pre and post-hospitalisation bills?
    You need to state the policy numbers on the original final bills and submit to us at Great Eastern office. Please note that certified true copy, duplicate, photocopied bills are not acceptable.

  10. Who can I contact if I require further assistance?
    You can contact your servicing distribution representative or email your enquiry to us at wecare-bn@greateasternlife.com. Alternatively, you can call our Customer Service Officer at 2233118.


Maturity

Maturity Payment
  1. What happens to the maturity proceeds if I’m not living in Brunei when my policy matures?
    We will write to the policyholder before the maturity date regarding the payment.

  2. Who will the maturity claim be paid to?
    Maturity proceeds will be paid to the legal owner of the policy.

  3. Can I use my maturity proceeds for payment of premiums for another policy or for repayment of policy loans/APL?
    No.

  4. Can I transfer my maturity proceeds as full/part payment to a new policy that I want to purchase?
    Yes. Kindly inform your servicing Great Eastern Distribution Representative of the request. We shall send you a cheque for the balance maturity proceeds, if any, after the transfer of the maturity proceeds.

  5. Can I authorise my Great Eastern Distribution Representative to collect my Great Eastern Life maturity cheque?
    Yes, but we will require an authorisation form signed by you before we can release the cheque to your Servicing Distribution Representative. Please note that the authorisation letter has to be submitted to us at least seven working days before the maturity date.

For any concerns on your policy or our services, you can contact us as follows:

  • Speak to our Customer Service
  • Email directly to Customer Service at wecare-bn@greateasternlife.com
  • Call our Customer Service at +673 2233118
  • Write in to:

    The Great Eastern Life Assurance Co. Ltd
    Unit 17 & 18, Block B, Bangunan Habza,
    Spg 150, Kg. Kiarong,
    Bandar Seri Begawan, BE1318
    Brunei Darussalam

    We aim to resolve your feedback & complaints professionally and fairly within our established service standards as follows:
     
    Progress of Resolution / Investigation Service Standards*
    Provide acknowledgement reply T+2 working days
    Provide final resolution T+14 working days
    Resolution exceeding
    (T+14 working days)
    Interim reply will be sent by T+14 working days, and every subsequent 14 working days, until final resolution given

    *"T" denotes the date of receipt of the complaint.

    Independent Party Review
 


    In the event that our final resolution is not to your satisfaction, and you wish to seek a third party opinion, we would suggest that you approach the Financial Consumer Issues Unit (FCIU) for an independent assessment of your case. FCIU is an unit under AMBD which one of its function is to handle disputes between financial institutions and consumers. Its address is listed below:-

    Financial Consumer Issues unit (FCIU)
     

    Mail:

    Autoriti Monetari Brunei Darussalam
    Level 7, Ministry of Finance Building Commonwealth Drive
    Bandar Seri Begawan BB3910
    Brunei Darussalam

    Walk In:

    Credit Bureau Customer Service Office
    Unit 1, Ground Floor
    Dar Takaful IBB Utama
    Jalan Pemancha
    Bandar Seri Begawan BS2871
    Brunei Darussalam

    E-mail: 

    fci@ambd.gov.bn

    Telephone:

    +673 238 8388

Thank you for insuring with Great Eastern.

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Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd
Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd