Contact Us
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At Great Eastern, we believe in building meaningful relationships with our customers and partners.
Contact us in person at the below address, via the phone, or visit us at our customer service centres. We would like to hear from you, be it an enquiry or via our feedback form (Great Eastern Life Insurance or Great Eastern General Insurance)
Life Insurance Complaint
Handling
Tel: +603 4813 3738
Monday to Friday 8:30am to 5:15pm
(except Public Holiday)
Lunch Hour: 12:00pm to 1:00pm
We aim to resolve your complaints professionally and fairly within our established service standards as per below:
| Progress of Resolution / Investigation | Complaints received BEFORE 1 April 2026 | Complaints received ON/AFTER 1 April 2026 |
| Provide acknowledgement of receipt | 2 working days | next working days |
| Simple case | respond within 14 calendar days | respond within 5 working days |
| Complex case | respond within 30 calendar days | Respond within 20 working days; with extended TAT to within 60 working days for cases involving third party documentation requirements. Allegation on fraud & market misconduct, violation of personal data protection and non-disclosure requires additional investigation time to look into this thoroughly thus excluded from this TAT. |
| Progress update if require further investigation | monthly updates | update in every 10 working days |
If you are not satisfied with the response or decision of our company, you may refer your complaint to the specific redress channels as below.
Financial Markets Ombudsman Service (FMOS)
[Reg. No: 200401025885]
Level 14 Menara Takaful Malaysia
No. 4 Jalan Sultan Sulaiman
50000 Kuala Lumpur
Tel No. : 03-2272-2811
FMOS accepts disputes with direct financial losses not exceeding RM250,000.
For more information, please visit www.fmos.org.my
For case that does not fall within FMOS' jurisdiction or other matters relating to the quality of service, you may refer to Bank Negara Malaysia, BNMLINK.
BNMLINK
4th Floor, Podium Bangunan AICB
No. 10, Jalan Dato’ Onn,
50480 Kuala Lumpur
Tel No. : 1300-88-5465
Fax No. : 03-2174-1515
For more information, please visit https://www.bnm.gov.my/BNMLINK
If you disagree with the decision by FMOS or BNMLINK, you may refer the case to court for civil action.
Customer Service
For General Line and for Overseas customer: +603 4259 8888
Customer Service Careline: 1300-1300 88
Our enhanced Interactive Voice Response System (IVRS) is ready to assist you anytime. Please note that all calls will be recorded for quality improvement and training purposes.
Medical Repricing Careline: +603 48133928
Fax General Insurance: +603 4813 0055
Life Insurance
wecare-my@greateasternlife.com
General Insurance
gicare-my@greateasterngeneral.com
Website: www.greateasterngeneral.com
Operating Hours (Mondays to Fridays)
8:30am to 5:15pm (except Public Holiday)
Visit our Life Insurance Customer Service Centre on the Mezzanine Floor at our Head Office. Click HERE to make appointment
Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur
Visit our General Insurance Customer Service Centre on Level 18 at our Head Office:
Level 18, Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur
Department contacts
Medical Repricing Careline
Tel: +603 48133928
Operating Hours (Mondays to Fridays)
8:30am to 5:15pm (except Public Holiday)
Human Capital
Email: hr-my@greateasternlife.com
For all HR-related enquiries except for employment references/screening
Email: myemployeescreening@greateasternlife.com
For all employment references/screening related enquiries (by hiring institutions/ organisations).
Our Human Capital personnel will revert to you upon receiving such request. Please note that ‘Reference Template’ (applicable to financial institutions only) and written consent of the individual whom you are requesting for employment reference has to be provided before we can attend to such request. Employment reference will be provided to local financial institutions within 15 working days, or on a best effort basis to non-financial institutions and organisations that are based outside Malaysia, subject to compliance with any relevant statutory and/or regulatory requirements imposed on the Company at the material time.
For claims under GHS & OPC
Tel: 1300-1300-18
For enquiries on GMBIS (for existing policyholder only)
Tel: 03-4813 3818
Group Multiple Benefits Insurance Schemes
Level 2, Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur
General Insurance Agent Recruitment
Life Claims - Death, Living Assurance, Total Permanent Disability & Accident Claims
Menara Great Eastern
Level 4, Life Claims Department
No. 303 Jalan Ampang
50450 Kuala Lumpur
Healthcare Services – Hospital Admission, Discharge Guarantee Letter & Medical Claims Reimbursement
Menara Great Eastern
Level 4, Healthcare Services Department
No. 303 Jalan Ampang,
50450 Kuala Lumpur
Tel: 1300-1300-18
Car Assistance Program (CAP)
Tel: +603 7660 4799
Supreme Assist (SA) & Executive Second Opinion (ESO)
Tel: +603 4259 8853
Branch Network Locations
- Life insurance
- General insurance
Branch Network Locations
Feedback
For any concerns on your policy or our services, kindly fill up the form based on your policy: