Customer Service and Insurance Claim Form

Taking Care of Your Policy 

Your policy is your long-term protection. To maximize your coverage, we recommend the following:

1. Pay your premium on time
Late payment of your premium can cause your policy to expire or be cancelled. Therefore, pay your premium on time. When your policy expires or is cancelled:

• You can't file a claim when needed
• To reactivate the policy, you must make a statement that your health condition is still good.
• If your health condition has deteriorated or changed, there is a possibility that your policy can no longer be reinstated or you will not be able to enjoy the same benefits.
• There is a recovery fee to be paid
  

2. Communicate with sales representative staff

Our sales representatives can advise and assist you with various policy matters. You can contact your sales representative directly or contact our Customer Contact Center at (021) 2554 3800, Monday through Friday, 9:00 AM - 5:00 PM WIB.

3. Report changes to your personal data.
If your personal data changes (for example, a change of address), you can make changes through GoGREAT! Services or by emailing wecare-id@greateasternlife.com . If you need assistance with your policy, there are many ways to get help. Click here to see the options.

Links to frequently used services:

• Applying for cash benefit withdrawal

Download the following form:

• Autodebit application form
  • OCBC Bank Debit Authorization Letter
    
  • BCA Debit Authorization Letter
  • Credit Card Power of Attorney

Frequently Used Services

1. Fund Switch

• To own an investment policy, you can perform a Fund Switch from GoGREAT! Services . There are many benefits to performing a Fund Switch from GoGREAT! Services :
  • Submissions can be made on weekdays from 09.00 AM  - 05:00 PM 
  • No cost 
  • Can be done multiple times in the same day

  How to apply for Fund Switch 

  • Go to the GoGREAT! Services page 
  • Enter your ID Number and Date of Birth then enter the OTP
    
  • Select the desired policy
    
  • Select the “Fund Switch” service

After Sales Service

Policyholders can contact us in various ways:

• Log in to the GoGREAT! Services Customer Portal  to get your policy information online.
• Specifically for the following service submissions: 
  1. Fund Switch* 
  2. Changing Premium Payment Frequency*
  3. Changing Policyholder Information (Address according to KTP, email, and telephone number)* can only be done at GoGREAT! Services

*Except privileged customers

• Contact Great Eastern Life Indonesia WhatsApp at  +62 811 956 3800
• Contact our Customer Contact Center at (021) 2554 3800 (Monday-Friday, 9:00 AM - 5:00 PM). If your question isn't answered by the automated answering machine, you can speak to our Customer Service Officer, who is ready to assist you.
• Send your questions via email to wecare-id@greateasternlife.com

Form Services

• Data Update Form
• Policy Change Form
  
• Policy Reinstatement Form
  
• Traditional Policy Surrender / Cancel Early (Free Look) Form
• Unit Link Policy Surrender and Cancellation Form (Free Look)
• Unit Link Fund Withdrawal Form*
• Health Declaration Form
• Payor/Spouse Health Declaration Form
• Single Top Up Addition Form
• Formulir Fund Switch*/Redirection
• Traditional Product Fund Withdrawal Form
• Staged and Contract Expiration Form
• Application Form for Printing Duplicate Policy or Live Great Card
• Premium Refund Application Form
• Application Form for Surrender and Release of Policy as Security/Collateral (Banker's Clause)
• CRS Clarification Form
• Entity Self-Declaration CRS Form
• Controlling Party Self-Declaration CRS Form
• CRS Individual Self-Declaration Form
• List of Countries and Reasons for Not Having a Taxpayer Identification Number (NPWP)/Tax Identification Number (TIN)

* for privileged customers

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Claim Submission Form

• Total Permanent Disability Claim Application Form
• Death Claim Application Form
• Critical Illness Claim Submission Form
• Hospital Care Claim Submission Form
• Doctor's Certificate for Total Permanent Disability Claim
• Doctor's Certificate for Hospital Treatment Claims
• Doctor's Certificate for Death Claim Submission
• Doctor's Certificate for Submitting Critical Illness Claims
  
• Death Claim Application Form (for digital products)
• Total Permanent Disability Claim Form (for digital products)

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Risk Selection Form (Underwriting)

• Financial Questionnaire
• Additional Question Form for Employee Insureds of Owner Company Policyholders
• Needs and Capability Analysis Form
• Financial Change Form
• Change Form
• Insurance Bond Statement Form
• FA/Seller Servicing Change Statement Form
• Additional SPAJ Cancellation Form
• Beneficial Owner Questionnaire
• Questionnaire for Prospective Insured Children for Juvenile Children
• Personal Financial Statement
• Signature Statement
• Seller's Bank Statement Letter for Digital/Electronic Product Sales Distribution Products
• Financial Advisor Statement Letter Regarding Digital/Electronic Product Sales Referral Products
• Customer Understanding Statement Letter
• PAYDI (Investment-Linked Insurance Products) Statement of Understanding
• Policy Ownership Transfer Statement Letter
• Insurance Bond Statement Letter
• Employer Employee Form
• Insurance Questionnaire for Keyperson
• Insurance Purpose Statement Form

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Foreigner Form

• Travel Questionnaire
• Questionnaire for Foreigners
• Fatca Form W-9
• W-8BEN
• W-8BEN-E
• Overseas Travel Questionnaire

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Other Forms

• Complaint Submission Form
• Softcopy Policy Document Request Form and its Supporting Documents

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List of Hospital Providers

• List of Hospital Providers for Group Insurance Customers (TPA AdMedika)
• List of Hospital Providers for Group Insurance Customers (TPA Fullerton Health Indonesia)
• List of Hospital Providers for GREAT Health Cover and Max Prestige Care Customers (Malaysia & Singapore)
• List of Hospital Providers of GREAT Health Cover Customers (Indonesia)
• List of Indonesian Hospital/Clinic Providers - Asuransi GREAT Pro Solution Customers (TPA Fullerton Health Indonesia)
• List of Malaysian Hospital Providers - Asuransi GREAT Pro Solution Customers (TPA Fullerton Health Indonesia)
• List of Singapore Hospital Providers - Asuransi GREAT Pro Solution Customers (TPA Fullerton Health Indonesia)

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Procedures for Submitting Complaints

Policyholders can submit complaints to the Customer Contact Center in various ways:

• Contact our Customer Contact Center telephone service at  (021) 2554 3800 (Monday-Friday, 09.00 AM  - 05:00 PM) 
• Contact Great Eastern Life Indonesia WhatsApp at +62811 956 3800 
• Come directly to our Walk In Customer Contact Center service on Monday - Friday at 09.00 AM  - 05:00 PM at the address: Menara Karya 5th Floor, Jl. HR. Rasuna Said Block X-5 Kav.1-2 South Jakarta 12950, ​​Indonesia
• Complete and sign the Complaint Submission Form  via: email:  wecare-id@greateasternlife.com  or by mail to the address: Great Eastern Life Indonesia Menara Karya Floor 5, Jalan HR Rasuna Said Kav X-5 No. 1-2, South Jakarta 12950

Alternative Institution for Dispute Resolution in the Financial Services Sector

The Alternative Dispute Resolution Institution for the Financial Services Sector (LAPS SJK) functions as an entity that handles dispute resolution in the financial services sector outside the courts.

A dispute refers to a difference of opinion between a customer/consumer and a company. The resolution process involves the steps taken by the consumer to file a complaint with the company. This dispute arises from a loss and/or potential material loss that reasonably and directly affects the consumer due to the company's failure to fulfill the agreed-upon agreement and/or financial transaction documents.

If a Consumer or Consumer Representative rejects the Company's Complaint Response, they have the right to seek out-of-court dispute resolution. This process is conducted through an Alternative Dispute Resolution Institution registered on the List of Alternative Dispute Resolution Institutions established by the Financial Services Authority.

According to the Financial Services Authority Regulation concerning Alternative Institutions for Dispute Resolution in the Financial Services Sector, LAPS SJK can handle disputes with several criteria, namely:

1. The complaint has followed the resolution process set by the Company but has been rejected by the Consumer, or the Consumer has not received a response to the complaint in accordance with the provisions in the Financial Services Authority Regulation regarding consumer complaint services in the financial services sector.
2. The dispute submitted is not a dispute that is currently in process or has already been decided by a judicial institution, arbitration or other alternative dispute resolution institution.
   
3. Civil disputes
   

Dispute handling through the SJK LAPS, as explained above, is confidential.

Frequently Asked Questions Regarding LAPS SJK

Question : If I have a problem with a financial services product, how do I submit a complaint to the SJK LAPS?

Answer : Before discussing the complaint flow at LAPS SJK, it is necessary to know the types of complaints that can be handled and resolved through LAPS SJK. Based on Financial Services Authority Regulation Number 31/POJK.07/2020 concerning the Provision of Consumer and Community Services in the Financial Services Sector by the Financial Services Authority , there are two types of complaints submitted by consumers to Financial Services Business Actors ("PUJK") , namely complaints that indicate disputes in the form of expressions of Consumer dissatisfaction caused by losses and complaints that indicate violations, namely indications of violations of statutory provisions in the financial services sector. Complaints that can be requested to be resolved through LAPS SJK are complaints that indicate disputes.

Disputes within the scope of LAPS SJK can be resolved through Mediation or Arbitration. LAPS SJK Mediation is a method of dispute resolution through a negotiation process between the disputing Parties assisted by a LAPS SJK Mediator to seek various possibilities for dispute resolution without resorting to decision-making/forcing will so that a win-win-solution settlement agreement can be reached .  Parties who wish to resolve their dispute through Mediation at LAPS SJK must first have an agreement to Mediate at LAPS SJK (Mediation Agreement). Meanwhile, LAPS SJK arbitration is a method of civil dispute resolution outside the general courts based on an Arbitration Agreement made in writing by the disputing Parties, through an examination conducted by a Sole Arbitrator/Arbitration Panel to provide an Arbitration Award in accordance with the procedural procedures determined by LAPS SJK.

Based on the Regulation of the Financial Services Authority of the Republic of Indonesia Number 61 /POJK.07/2020 concerning Alternative Institutions for Dispute Resolution in the Financial Services Sector, you can submit a dispute resolution application to the LAPS SJK if the dispute you are currently experiencing meets the following criteria: 1

1. The complaint has been resolved by the PUJK but has been rejected by the Consumer or the Consumer has not received a response to the complaint as regulated in the Financial Services Authority Regulation regarding consumer complaint services in the financial services sector;
2. The dispute submitted is not a dispute that is currently in process or has been decided by a judicial institution, arbitration or other alternative dispute resolution institution; and
   
3. The dispute is civil in nature.
   

Dispute Resolution Process at LAPS SJK: Mediation and Arbitration

The Alternative Dispute Resolution Agency for the Financial Services Sector (LAPS SJK) provides two main services: Mediation and Arbitration . These dispute resolution processes are implemented based on the principles of independence, fairness, effectiveness, efficiency, and accessibility.

The following is the complaint flow based on the type of service provided by LAPS SJK:

1. Mediation

If the dispute meets the established criteria, the affected party can submit a request for resolution through the SJK Consumer Protection Agency (LAPS) using the Consumer Protection Portal (APPK). This application can be accessed at kontak157.ojk.go.id. Alternatively, applications can also be made in person at the SJK LAPS office.

After submitting the application, the Financial Services Authority (FSA) will conduct a verification and clarification process. Communication between the FSA, the consumer, and the Financial Services Unit Center (PUJK) will be conducted to determine whether the complaint can be processed further to mediation or arbitration.

If deemed feasible and appropriate, the LAPS SJK will invite the parties involved to mediate. This stage involves drafting a Mediation Agreement, fulfilling the formal requirements for mediation, assigning a case registration number, and paying mediation fees (specifically for commercial disputes). Mediation can be conducted in person or electronically, including document review.

2. Arbitration

Those who choose to resolve disputes through arbitration at the LAPS SJK must reach an agreement through an Arbitration Agreement. Once an agreement is reached, the disputing parties may submit an Arbitration Request in accordance with the LAPS SJK Arbitration Regulations and Procedures.

This application can be registered directly at the SJK LAPS Secretariat or through the Consumer Protection Portal (APPK) application. The subsequent process involves registration verification, payment of the administration fee and arbitrator's fee, appointment of the arbitrator, and entry into the arbitration hearing.

It is important to note that LAPS SJK has a policy of not charging settlement fees for the retail & small claim dispute category with the value of the Consumer's claim to PUJK up to a certain limit, in accordance with the relevant financial sector.

Dispute Resolution Service Fees at LAPS SJK

It should be noted that the Alternative Dispute Resolution Agency for the Financial Services Sector (LAPS SJK) implements a policy whereby no settlement fees are charged if the dispute being resolved falls into the retail & small claim category . This assessment is based on the value of Consumer claims to the Central Financial Services Unit (PUJK) in disputes in certain financial sectors, namely:

1. Disputes in the fields of pawnshops, financing, and fintech with the value of Consumer demands to PUJK up to IDR 200,000,000.00 (two hundred million rupiah).
2. Disputes in the fields of banking, capital markets, life insurance, pension funds, venture capital, and guarantees with the value of Consumer claims to PUJK up to IDR 500,000,000.00 (five hundred million rupiah).
   
3. Disputes in the general insurance sector with the value of the Consumer's claim to PUJK up to IDR 750,000,000.00 (seven hundred and fifty million rupiah).
   

Thus, in cases of disputes that meet the above criteria, your dispute falls into the category of retail & small claims disputes so that no fees are charged when using the LAPS SJK service.

However, if the value of the dispute filed through the APPK exceeds the threshold, it will be categorized as a commercial dispute and will be subject to complaint handling fees, which consist of mandatory fees and tentative fees, which must be paid if necessary during the mediation process. Mandatory fees consist of the mediation application registration fee, mediation administration fees, and the mediator's honorarium. Tentative fees, meanwhile, consist of meeting fees and the costs of implementing the mediation results.

For more complete information regarding fees, you can access the fee regulations via the official LAPS SJK website.

Legal basis:

Financial Services Authority Regulation Number 61/POJK.07/2020 Concerning Alternative Institutions for Dispute Resolution in the Financial Services Sector

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1.  https://www.hukumonline.com/pusatdata/detail/lt5fe18d53c66d9/peraturan-otoritas-jasa-keuangan-nomor-61-pojk07-2020-tahun-2020?r=1&p=1&q=pojk%2061&rs=1847&re=2023