Feedback & Complaints

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 we are unable to resolve your complaint within 90 days after the date of receipt of your complaint, or 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 a unit under BDCB which one of its function is to handle disputes between financial institutions and consumers. Its address and contact are listed below:-
  
  Financial Consumer Issues Unit  
  
  

• Mail / Walk-In Financial Consumer Issues Services Brunei Darussalam Central Bank Level 7, Ministry of Finance and Economy Building Commonwealth Drive Bandar Seri Begawan BB3910 Brunei Darussalam Email: fci@bdcb.gov.bn Telephone: 2380007

Thank you for insuring with Great Eastern.