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.

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.

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
    
    

	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

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. 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.

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.

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’).

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:

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 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.