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Assignment of Policy

What is an Absolute Assignment?
It is the transfer of ownership of a life assurance policy to a separate entity [assignee]. The assignee becomes the new policy owner and the assignor has no further rights thereunder. However, premiums continue to be payable by the Payer.

What is Conditional Assignment?
It is the transfer of ownership of a life assurance policy to a separate entity [assignee] upon the death of the life assured. However, all the rights will be reverted back to the assignor if the assignee dies before the payment of the policy money becomes due or if the life assured survives till the maturity date of an endowment policy. The consent of the Conditional Assignee is required for further dealings under this policy.

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Credit Card Sevices

What is Easi-Pay Service?
The Easi-Pay Service is a facility for standing instruction of payment of premiums via Visa/Mastercard.

How do I apply for the Credit Card Service?
You will have to complete the Easi-Pay Service Application form and submit it to us at least 2 weeks before the premium due date.

Can I repay my Automatic Premium Loan via credit card?
Yes, you may settle any outstanding Automatic Premium Loan by selecting the first option on the Easi-Pay Service Form.

Is there any additional charges for this service?
No, there are no additional charges for premiums paid via this facility.

Is there any receipts issued for payments made via this service?
There is no receipt issued. You are advised to check your monthly credit card statement. However, if a payment is not successfully deducted, a letter will be sent to the policy owner.

Can I use my uncle's credit card to pay for my premiums?
No. This facility is only applicable if you are the card holder or if the card holder is your spouse, child, parents or siblings.

How do I cancel the service?
You will need to inform us in writing in order for us to cancel this service.

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ePay @ e-Connect Campaign

What is the campaign all about?
The “ePay @ e-Connect” campaign aims to encourage Policyholder to pay their insurance premium via e-Connect.
For more information, you may refer to our e-Connect campaign at www.greateasternlife.com/my   
(Home > Personal Insurance > Get Help > Customer Service > e-Connect)

When is the campaign period?
The campaign starts from 15 November 2018 to 15 December 2018.

Who is eligible for this campaign?
This Campaign is open to all Great Eastern Life Assurance Berhad ("GELM") policyholders excluding GELM staffs and agents.

How to participate in this campaign?
To participate, just make a successful insurance premium payment via e-Connect at https://econnect-my.greateasternlife.com ("e-Connect") during the Campaign Period.

What are the campaign rewards/gift items?
During the Campaign Period, every 25th Policyholder who successfully made payment transaction via ePay in e-Connect will be notified. Thereafter, just answer two (2) simple questions correctly to be winner and be rewarded with Ringgit Malaysia Fifty Only (RM50.00) Watson eVoucher.

Click Terms & Conditions for more details.

How many eligible winners will be entitled for the voucher?
The Campaign is limited to one hundred (100) winners within the Campaign Period.

How winners will be notified?
The winners’ names and partially masked NRIC numbers will be announced in GELM corporate portal after the Campaign ended (by December 2018). Winners will also be notified via email.

How to redeem the Watson eVoucher?
The Watson eVoucher will be sent to the winner’s registered email address. Customer need to login to Watson online website to use the eVoucher.

How long is the validity date of the eVoucher?
We will notify the Watson eVoucher validity period in our email to the winner.

What happen should the winners do not receive the Watson eVoucher code?   
The winners can send enquiry through e-Connect > My Mailbox:-

1. Go to ‘My Service Request > My Mailbox’.
2. Select ‘Create New Query’.
3. Fill-in the following column:

  • Ref No – provide ‘Policy number’.
  • Subject dropdown box – select the type of enquiry.
  • Click ‘Continue’.

4. Message Content:
    Description column – Provide details:

  • ePay @ e-Connect Campaign resend e-Voucher.
  • e-Connect Member ID.
  • NRIC/Old IC/ Passport/ Others.
  • Mobile Number/ Email Address (as displayed under My Account > My Profile >Personal Details).

5. Click ‘Confirm’ to send your enquiry/request.

We will reply the email within 14 working days upon receiving confirmation from Watson on the eVoucher utilisation.

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e-PAY

Which type of payment is eligible to pay via e-PAY?
Policyholder can make payment for the below payment type:-

  1. Renewal Premium
  2. Automatic Premium Loan Repayment
  3. Reinstatement
  4. Non Lapse Top-Up

However, only eligible payment type will be allowed to make payment according to your policy status.

Where to access to e-PAY?
Policyholder can access e-PAY via e-Connect. However, policyholder need to register as e-Connect user first.

How to register as e-Connect user?
Policyholder can follow e-Connect guide, please refer to:

Can policyholder use debit card to make payment to Great Eastern via e-PAY?
Yes. Policyholder may use credit or local banks’ debit card issued by Visa or MasterCard.

For Debit card users, policyholder are encouraged to contact the card issuing bank to opt in eCommerce transactions before start using e-PAY should the Policy holder wish to use the debit card for recurring billings.

Can policyholder use foreign bank debit card to make payment to Great Eastern via e-PAY?
No. e-PAY only accept bank debit card issued by Visa or MasterCard in Malaysia only.

Can policyholder use foreign bank credit card to make payment to Great Eastern via e-PAY?
Yes. However, this is only for credit card with 3D Secure.

What is 3D Secure Service?
3D Secure service requires an additional security layer and authentication step for online card transactions. This service is to safeguard against the risk of fraudulent transactions by requesting cardholders to provide the One Time Password (OTP) in order to process the online transactions.

This service is provided by Visa and MasterCard under the name of “Verified by Visa” and “MasterCard SecureCode.”

Can policyholder use e-PAY to pay all Great Eastern policies?
Currently, e-PAY is only applicable for Life insurance policy and Bancassurance (BANCA) policies.

Can policyholder use family member’s credit card/ debit card to make payment to Great Eastern via e-PAY?
Yes. However it’s subject to cardholder relationship as below:-

  1. Spouse
  2. Children
  3. Parents
  4. Siblings

When policyholder made payment via e-PAY, what is the purpose to complete the payer’s name, mobile number and email address? Is this going to replace the information in my policy?
This information will only be used to send email and SMS for payment confirmation and the information given will not supersede to the existing contact details in Great Eastern.

How does policyholder know if the payment is successful updated?
Payment confirmation will be sent via SMS and email to the cardholder/payer.
Alternatively, policyholder also can check the payment details via e-Connect as follows:-

  • e-Connect >> View Policy Details >> Premium Information

Can policyholder request a copy of payment confirmation which sent via email or SMS to the cardholder / payer?
Payment confirmation will be triggered only one time via SMS and email to the cardholder/payer.

Alternatively, policyholders may check the payment details via e-Connect as follows:-

  • e-Connect >> View Policy Details >> Premium Information

Are there any receipts issued for payment via e-PAY?
No receipts will be issued for payment made via e-PAY. However, policyholder may refer to the payment confirmation sent via SMS and email.

Alternatively, policyholders able to view payment details in e-Connect as follows:-

  • e-Connect >> View Policy Details >> Premium Information

Can policyholder register the credit card/debit card for recurring billing via e-PAY?
Yes, when policyholder made payment via e-PAY, they can opt to use the same card for future recurring payment. 

What if policyholder registered recurring payment via e-PAY and now he/she wants to change to another card for recurring?
Policyholder can perform change payment method under “My Service Request” in e-Connect to update the new card details as follows:-

  • e-Connect >> My Service Request >> Change Payment Method

What if policyholder did not receive the SMS notification for One Time Password (OTP) while making payment via e-PAY?
Policyholder may contact with card issuing bank as OTP SMS will be triggered by the respective issuing bank to the registered mobile number with the bank.

What if policyholder would like to know the reason(s) of unsuccessful payment transaction?
Policyholder can check with card issuing bank on the unsuccessful reason.

How many attempts can policyholder try if the payment is unsuccessful?
Policyholder will be given 3 attempts to make payments.

When will the payment be updated after e-PAY transaction successfully performed?
Upon successful transaction, payment will be updated immediately.

Can policyholder pay policy loan via e-PAY?
Please refer to Q1, policyholder is not allowed to pay policy loan via e-PAY.

Can policyholder pay on behalf of their family who is not an e-Connect user?
No, e-PAY can be accessed via e-Connect only. Kindly advise the policyholder to register as an e-Connect user in order for them to make payment via e-PAY for their policies.

 

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e-Statement

What is e-Statement?
Insurance policy with annual statement is issued as electronic document effective from 2019 onwards. Policyholders can view and retrieve their statements online through e-Connect portal and will no longer receive the hardcopy of the statement.

What is the type of e-Statements available online in e-Connect?

  1. Statement of Life Assurance Premium Paid (SLAPP)
  2. Investment-Linked Policy (ILP) Annual Statement
  3. Reversionary Bonus (RB) Annual Statement

How do I know my e-Statements are available in e-Connect?
You will receive an email notification to your registered email address when your statement is updated and available in e-Connect.

Can I change my registered email address?
Yes, you can update your email address online through e-Connect > My Account > View Profile or by completing the Person Changes Form (PSF01A).

How many years of my statement are available in e-Connect?
You can access up to the last 5 years statement in e-Connect under My Portfolio>e-Document.

What is the format of my e-Statement?
All e-Statements are in PDF format (Portable Document File) readable using Adobe Acrobat Reader (version 5 and above).

How soon I can view my statement after I sign up for e-Connect?
You can login and view the statement immediately (if any) as the statements are already available in e-Connect.

Can I still opt for the paper statement?
No, as these statements are readily available in e-Connect. You can login at any time to download and print these statements according to your convenience.

How do I sign up for e-Connect?
Please click here on e-Connect guide.

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Extension of Medical Rider Coverage up to Age 99 Years

What is this extension about?
It is part of our continuous effort to enhance customer’s medical coverage by extending the coverage of selected Investment-Linked medical rider from age 80 to age 99 years (next birthday). The campaign period is from 01 August 2018 to 31 May 2020 (both dates inclusive).

Would it be a new medical rider(s) in my policy?
Yes, the extension of Medical Rider(s) Coverage is by way of inclusion of the rider(s) listed as below, if applicable:

  • SmartMedic 99 (SM-99)
  • SmartMedic Xtra (SMX-99)
  • Smart Extender Max (SEM-99)
  • Smart Extender(SE-99)
  • SmartMedic Enhancer (SME-99)
Am I eligible for this option?
You are eligible to apply for this option if you fulfilled the conditions below:
  1. Your investment-linked policy has any of the medical rider(s) mentioned below:
    • SmartMedic (SM)
    • SmartMedic Xtra (SMX)
    • Smart Extender Max (SEM)
    • Smart Extender (SE)
    • Smart Medic Enhance (SME)
       
  2. Your policy is not under ‘Potential Lapse Date’ status

  3. There is no indebtedness in the policy

  4. The Life Assured is age 69 years or less (next birthday) during the validity period

How do I know my policy fulfilled the conditions? 
Customer’s policy information is accessible 24 x 7 through our customer online portal (e-Connect).

  1. If you are an existing e-Connect user, please login to e-Connect at https://econnect-my.greateasternlife.com

  2. If you wish to register as e-Connect user, please follow the steps below:

Upon successful registration, your temporary password will be sent via SMS to your latest registered mobile number in our record.

Note: If your mobile number is invalid, temporary password will be sent via pin mailer to your correspondence address within 2 working days.

How do I apply for this option?  

  1. Download and complete the Authorisation Form For Extension Of Medical Coverage Period (CSD-CS99V). Please ensure your signature is the same as per your Proposal Form or subsequent alteration (if applicable).

  2. Submit the completed form within 30 days before or 30 days after your policy’s Basic Plan ^anniversary date (^check your policy’s Commencement Date) to the following:
    • Your servicing agent
    • Nearest office
    • Mail to:

          Policy Processing Department
          Great Eastern Life Assurance (M) Berhad
          Menara Great Eastern
          303 Jalan Ampang
          50450 Kuala Lumpur

How long does it take to process my application?
Your application will be processed within 2 months from your submission date or policy’s Basic Plan anniversary date, whichever is later.

How will I know whether my application has been successfully processed?
If you have provided your email address in the form, you will receive an email notification when your application is processed and the electronic copy of your Endorsement for this extension of medical rider is ready and available in the customer portal, e-Connect.

Please register as an e-Connect user at https://econnect-my.greateasternlife.com to view or download the Endorsement.

Do I need to increase my insurance premium for this extension?
No, you are not required to increase your current insurance premium.

Will this application affects my policy’s Total Investment Value?
The insurance charges for this extension of medical coverage rider will be deducted from your policy’s Total Investment Value starting from the policy anniversary date when you reach age 80 years next birthday.

In view of the increased insurance charges in the later years, it is advisable to perform single premium top-up or increase regular premium to enhance the sustainability of the policy’s Total Investment Value.  This is to ensure the Total Investment Value is sufficient to cover all future insurance charges until the end of the covered period.

Can I cancel my medical rider extension?
Yes, you may cancel the medical rider by completing the Request For Contractual Changes (PSF01) form.

Can I submit the request after the campaign period?
After the campaign period, you can still request for an extension of the medical coverage by completing the Application For Inclusion / Conversion / Alteration of Assurance (PSF02) form. However, this request will be subjected to the normal considerations and underwriting.  

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Epayment

What are the benefits of e-payment?

  • Convenience
    Able to make/receive payment at unconventional locations 24 hours a day, 7 days a week, 365 days a year. Eliminates the need to travel and deposit the cheque at the bank as payments are credited directly into your bank account.
  • Cost Saving
    e-payment transaction cost less in comparison to cheque where there are costs incurred such as postage, cheque writing fees and trips to Great Eastern Life, bank or post office.
  • Speed
    e-payments will reduce the amount of time that you spend on cheque writing and mailing. Funds are available within 2-3 working days from payment approval date (subject to the recipient bank's processing time).
  • Security
    e-payment is secured by means of encryption. It is a safe payment channel as you will avoid having to carry cash.
  • Any charges imposed for e-payment service?
    No, you can enjoy this service for free.

Will my personal data be safe and remain confidential?
Your banking information will be used solely for the purpose of e-payment service.

All your personal information is governed by Financial Services Act 2013 (FSA 2013) and Personal Data Protection Act 2010 (PDPA).

Direct Credit

How do I apply to receive funds via e-payment?
You have to complete and submit to Great Eastern the Direct Credit Facility Form. (Click here to download/print the form).

What type of banking account is eligible for e-payment?
Saving or Current accounts with MEPS Inter-Bank GIRO (IBG) service where you are the primary account holder.

This e-payment service is not available for overseas bank accounts and any joint account where you are not the primary account holder.

For the latest participating banks for e-payment, please visit http://www.paynet.my/interbank-GIRO/banks-tpa.html

When will my bank account be credited?
Upon approval of your policy transaction, payment will be credited to your account between 2-3 working days subject to successful bank transfer.

Will I be notified when the fund is credited successfully into my account?
Yes, you will receive email notification upon successful crediting of funds into your bank account, provided you have given your email address to Great Eastern Life for e-payment notification.

What happens if my e-payment transaction is not successful?
If your e-payment transaction is not successful, Great Eastern Life reserves the right to make payment via another e-payment attempt or via cheque. Reasons for unsuccessful credit to your bank account can be due to invalid bank account number, closed or inactive bank account, different identification number, or if you are not the primary bank account holder. Therefore, kindly ensure that your banking information submitted to Great Eastern Life is correct and up-to-date.

Do I need to apply for e-payment every time I made a transaction with Great Eastern Life?
No. You are only required to apply once for this facility. Your banking information will be used for all fund transfer transactions for the same policy(ies) in the future; and shall continue to be used until you inform to revoke your instructions for this e-payment facility or you have provided Great Eastern Life with new banking information.

Direct Debit

What are the e-payment channels available for payment make to Great Eastern Life?

Payment Channel

What & How does it work

Credit Card / Debit Card - Visa & Master

  • Standing instruction to use Credit Card for premium payment.
  • Complete Great Eastern EasiPay Service form.
  • There will be two attempts made for premium deduction.

Direct Debit from Bank Account GIRO (limited to participating banks)

  • Standing Instruction to debit (deduct) from your bank account for premium payment
  • Applicable only to MBB, PBB, BSN, CIMB bank account holders
  • Complete Great Eastern Life Direct Debit/Auto Debit Authorization (except for CIMB - please use CIMB's own form)
  • Premium will be deducted on 28th of the month for 1st attempt and on the 9th of the following month for 2ndattempt

Internet Banking (limited to participating banks)

  • Interbank funds transfer (IBG)
  • Applicable only to MBB, OCBC, PBB, RHB, BSN and CIMB account holders
  • Register to obtain user ID and password from your respective bank
  • Proceed with internet banking

Does Great Eastern Life issue any receipt for the payment through all the above direct debit channels?
No receipts will be issued for payment made via direct debit. The account holder must refer to their own bank / credit card statement for confirmation of successful debiting or payment to the Company.

Should you require further enquiries or clarification, contact our Customer Service Care at 1300-1300 88 or email wecare-my@greateasternlife.com

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Freelook Period

Within 15 days after receiving the policy contract, you may cancel and return the policy to the Company for refund of premium subject to the policy’s Free Look cancellation terms and conditions.

Please note that the 15 days period is based on the date Company received the policy contract or the postal date if by registered post. For example, policy owner has acknowledged receipt of the policy on 15th January, but thereafter decides to cancel the policy. The request to cancel the policy must reach the company latest by 30th January.

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Goods and Services Tax (GST)

Can I pay my premium due on 01/05/2018 in June to enjoy the 0% GST since I have 30 days grace period?
Yes, you can pay your premium in June but it is still subject to GST apportionment*. The revision of GST is subject to the transitional rules under Section 66 of the GST Act 2014 (“GST Act”).

Premium Due Date

GST

Payment Date

Comment

Before    1 June  On/after   1 June 

Up to 31st May 2018

6%

X

 

 GST still applicable and payable.

 

X

 Subject to GST apportionment

1st June 2018 onwards

0%

X

 

 If payment is inclusive of GST -> No refund.

 

X

 If payment is inclusive of GST ->To refund GST as excess payment under Suspense.

I have an Investment-Linked policy and the premium is due on 15/06/2018. Do I pay the premium without the 6% GST?
Unlike Traditional policy, Investment-Linked policy’s premium does not include GST thus the same amount is payable. The GST 6% is only applicable to the monthly policy fee and insurance charges for non-life coverage (i.e. medical & health, personal accident, critical illness without death benefit etc).

Effective 1 June 2018, we have implemented GST 0% so the monthly policy fee and insurance charges due from 1 June 2018 onwards is based on 0% GST.

(Note: The scope of non-life policies is subject to change by Royal Malaysia Customs)

My premium due date is in June 2018 but I have paid my premium in May 2018, will I receive the reimbursement of the GST charges?
No. If you have paid your premium inclusive of GST 6% before 1 June 2018, we will not refund the GST even though your premium due date is in June 2018. This is in accordance with GST transitional rules under Section 66 of the GST Act 2014 (“GST Act”).

I have paid my yearly premium due on 01/01/2018. With the revision of GST to 0%, will I get any pro-rated GST refund?
No. For premium due before 1 June 2018, there is no pro-rated GST refund. This is in accordance with GST transitional rules under Section 66 of the GST Act 2014 (“GST Act”).

For further details please refer to item 17.11 of FAQ dated 22 May 2018 released by Customs website at http://gst.customs.gov.my/en/rg/SiteAssets/FAQ_BIPDF.pdf

Why I received Premium Notice for premium due on/after 01/06/2018 is still inclusive of 6% GST?
Premium Notice is issued 30 days before the premium due date where we have yet to amend the GST rate to 0%. Therefore, if you have yet to remit your payment, please pay the premium amount without the GST 6% for premium due date on/after 1 June 2018.

Why do I still receive Tax Invoice when GST is 0%?
You will continue to receive Tax Invoice even though GST is 0% because GST is still applicable but just at 0% rate.

My policy was incepted prior to 01/06/2018 but subsequently, I have cancelled policy.  Do I get my premium refund inclusive of GST paid earlier?
Yes, GST will be refunded for cancellation of policy.

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Increase of Total and Permanent Disability (“TPD”) limit up to RM10 million per life

Will all the policyholders’ with inforce policies with TPD benefit regardless of Commencement Date enjoy this increase of TPD limit?
Yes, the increase of TPD limit is applicable for all inforce policies (excluding Group policies) and for TPD claim event date from 06 October 2017 onwards.

Will there be any increase in my premium/insurance charges due to this increase in the TPD Limit?
There is no change to the current premium/insurance charge.

Will the enhanced RM10 million TPD benefit limit apply to existing policyholders including those who are currently receiving TPD benefit instalment?
No.This enhanced TPD benefit limit is only applicable to all existing policyholders retrospectively who have not qualified for TPD claim.

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Non-forfeiture Option

What are the options available if I wish to discontinue with the premium payments but at the same time do not lose the insurance cover?
If you opt to discontinue with the future premiums, you may consider the following few options:

  • to let the policy run on Automatic Premium Loan (APL) if the policy has acquired Cash Surrender Value until the Cash Surrender Value is exhausted.
  • to convert the policy to a Reduced Paid-up policy according to the amount of surrender value available. Future premiums are fully paid up and you continue to enjoy the insurance cover under the original period of insurance but with reduced sum assured.
  • to convert the policy to an Extended Term Assurance according to the amount of surrender value available. The period of coverage depends on the amount of surrender value available. All riders attached will be terminated. The policy has now become a term policy with original sum assured less any outstanding loans. All future premium payments cease upon conversion. The availbility of this option is subject to the type of policy purchased.

What is Cash Value?
Cash value simply means a sum of cash refund payable upon surrendering a life policy.

What is APL?
APL stands for "Automatic Premium Loan". APL is typically applicable by default after your policy acquired a surrender value. It is specified in the policy contract that any amount of unpaid premium will automatically be paid through a premium loan at the end of the grace period. You would have to pay back the loan with interest. The current Automatic Premium Loan Interest Rate is 7% per annum and this interest rate is subject to change by the Company from time to time.

Can I borrow money against my life insurance policy?
If you own a whole life or an endowment insurance policy, you can take out a policy loan against the cash value that had built up in the policy. Generally, the policy will acquire cash value after being in force for three full policy years. Compound interest is chargeable on the policy loan at a rate at which the Company shall determine from time to time. Any Policy Loan outstanding will be deducted before any claims is payable. The current Policy Loan Interest Rate is 7% per annum and this interest rate is subject to change by the Company from time to time.

As for an Great Universal Life policy, you can take out a policy loan against the policy account value net of surrender charge (if any). The Policy Loan Interest Rate is the prevailing crediting rate plus 2%. This interest rate is subject to change by the Company from time to time. 

When can I apply for a policy loan?
A loan is available when the policy has acquired a cash value. A policy loan based on a percentage of the gross cash value subject to deduction of outstanding loan or APL, if any can be granted. Policy loans are not available for investment-linked, HealthCare and term policies. 

You can apply for loan simply by:

  • Asking the assistance of your Life Planning Advisor
  • Mail your request to our Head Office address or your nearest branch
  • Fax us at our Customer Service Fax: +603 4259 8198
  • Email your request to wecare-my@greateasternlife.com
  • Call in to our Customer Service Careline at 1300-1300 88
  • Apply for a loan personally at our Customer Service Centre on Mezzanine Floor at the head office or the nearest branch. Our Customer Service Officers will be there to help you

Procedures
Upon receipt of your request, we will inform you of the loan available and the requirements. The requirements are:

  • Loan agreement to be signed by the Policy Owner or Assignee where applicable
  • Consent letter from the Trustee(s)/ Nominee/ Parent of the Nominee/ Conditional Assignee where applicable
 
What are the interest rates?

Description

Current Rate (% per annum)

Policy Loan interest

7%

Policy Loan interest (Great Universal Life, Premier Heritage, Premier Legacy, Premier Legacy 2, Premier Legacy 3)

Prevailing crediting rate plus 2%

Automatic Premium Loan interest

7%

Late Premium Interest (Great Universal Life)

2.5%

Overdue Premium Interest (Great Flexi Wealth, MaxYield, MaxEmpower)

2%

Overdue Premium Interest (Max Multiplier)

7%

Note: The rates above are subject to change by the Company from time to time.

Overdue/Late Premium Interest
Overdue/Late Premium Interest as specified above is applicable and payable by the policyowner when payment of premium is made after the 30 days Grace Period.

Crediting Rate
Crediting Rate will determine the credited return which will be credited every month into the policyowner's account. The actual crediting rate is not guaranteed and will fluctuate based on the investment performance. A higher credited return may be credited if the investments have performed well and conversely, a lower or negative credited return may be credited if the investments have performed poorly. A negative crediting rate will result in a reduction of Account Value.

Crediting Spread
Crediting spread for the products below is deducted on a monthly basis from the investment return prior to the crediting of the credited return into policyowner's account.

Great Universal Life

1.3% per annum

Great Flexi Wealth

0.9% per annum

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Nomination

Making a nomination
The purpose of having life insurance is to ensure that your loved ones are financially protected should anything happen to you. It is then important that your loved ones can access the funds quickly by ensuring all your policies are nominated.

In case of non-Muslim policy owner, a trust will be created in favour of the nominee under the following circumstances:

  • If the nominee is the spouse or child of the policy owner, or
  • If the nominee is the policy owner’s parent (provided that there is no living spouse or child at the time of such nomination).

However, in the case of a Muslim policy owner, a trust will be not created in the above circumstances. The nominee of a Muslim policy owner takes the policy moneys only as an executor and must distribute the moneys in accordance with Islamic laws.

What happens when there is no nomination?
Where no nomination has been made, the insurance company shall pay the policy moneys to the applicant who produces the Grant of Probate or Letters of Administration, which may take several years.

*Grant of Probate- a formal document issued by the court authorising the executor named by a deceased person in his will to administer his estate in accordance to the deceased’s will.

*Letters of Administration-a formal document issued by the court to a person to administer the estate of a deceased who did not make a will.

How do I make a nomination?
If you are 16 years old and above, you can nominate an individual(s) to receive the policy moneys in the event of your demise. Nomination can usually be done at the time of application of the life policy or at any other time, when necessary. The nomination form must be signed by a witness who is 18 years old and above, of sound mental health and who is also not your nominee.

You can nominate or make changes on your current nominee by filling up Appointment/ Changes of Nominees Form. The latest nomination will supersede all previous nominations.

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Portfolio Withdrawal Condition

What is Portfolio Withdrawal Condition?
Portfolio Withdrawal Condition is a clause that gives the right to an insurance company to stop offering the medical portfolio by giving advance written notification to policyholders, if it no longer underwrites this type of product. Any withdrawal of the medical portfolio will need to go through a due process of obtaining Bank Negara Malaysia's (BNM) approval to ensure that the policyholders' interest is protected. If Portfolio Withdrawal Condition is exercised, policyholders will be notified by company at least 30 days in advance as stipulated in the contract, thereafter company will not renew the medical plan. All benefits under this medical plan will cease to be payable from anniversary date immediately following the expiry of the 30 days advance notice. 

What does the removal of the Portfolio Withdrawal Condition mean to policyholders?
With the removal of this clause, the medical policy shall continue to be renewable on each policy anniversary subject to the terms and conditions of the policy. Apart from that, all other existing benefits enjoyed by the policyholders remain unchanged.

The removal of Portfolio Withdrawal Condition is applicable for which products?
The removal is applicable for all current selling IL medical riders (on the shelf products) as listed below:

No

Product Name

Plan Code

1

SmartMedic

U65 – U69

2

SmartMedic Enhancer

U110 – U112

3

Smart Premier Health

U115 – U118

4

SmartMedic Xtra

U119 – U122

5

Smart Extender

U130 – U139

6

Smart Extender Max

U123 – U126

7

IL Hospitalisation Benefits Rider

U75

What is the effective date for the removal of the Portfolio Withdrawal Condition?
The removal is with immediate effect for all the products listed above. 

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Removal of Overall Lifetime Limit for SmartMedic Xtra and SmartMedic Xtra 99

What does the removal of the Overall Lifetime Limit mean to policyholders?
With the removal of the Overall Lifetime Limit, the benefits payable in respect of eligible expenses incurred for medically necessary services and/or treatments provided to the lifenassured from the risk effective date and during the lifetime of the life assured will not be subject to any Overall Lifetime Limit. In other words, there is NO LIMIT to the Overall Lifetime Limit. However, the Overall Annual Limit of the medical plan is still applicable.

The removal of Overall Lifetime Limit is applicable for which product?
The removal of Overall Lifetime Limit is applicable to the products as listed below:

Product Name

Plan Code

SmartMedic Xtra (SMX)

U119 – U122

SmartMedic Xtra 99 (SMX-99)

V119 – V122

What is the effective date for the removal of the Overall Lifetime Limit?
The removal of Overall Lifetime Limit is with immediate effect from 03 January 2017 for all products listed in Q2 above and is applicable to all inforce and new policies.

If I have made a claim with my SmartMedic Xtra/SmartMedic Xtra 99 medical plan prior to 03 January 2017, will the removal of Overall Lifetime Limit apply to my plan?
Yes, the removal of Overall Lifetime Limit will still apply to your plan as long as your plan is still inforce. This benefit is applicable to all SmartMedic Xtra and SmartMedic Xtra 99 plans retrospectively.

Is there any increase of insurance charges for SmartMedic Xtra and SmartMedic Extra 99 due to the removal of Overall Lifetime Limit?
No. The insurance charges for SmartMedic Xtra and SmartMedic Xtra 99 remain unchanged.

I am an existing policyholder of SmartMedic Xtra/SmartMedic Xtra 99. Where can I obtain a confirmation on the removal of the Overall Lifetime Limit?
You may refer to the announcement in our Corporate Website at https://www.greateasternlife.com/my/en/personal-insurance/get-help/customerservice.html or contact your agent. 

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Surrender

You may choose to surrender or terminate your insurance policy at any time. If your policy has acquired cash or investment value at the time of surrender or termination, you will receive the surrender value payment less indebtedness and/or other surrender charges (if applicable). Please do consult your insurance agent before you surrender or terminate your policy to ensure you and your family are sufficiently protected against unexpected financial loss or disability.

How to surrender or terminate your policy:

Step 1

Contact your agent or Customer Service (wecare-my@greateasternlife.com) for advice

Step 2

Complete all required form(s) and prepare supporting document (if applicable)

Step 3

Ensure your signature is executed in the same manner as per the Proposal Form or the latest recorded signature.

Step 4

Submit the surrender/termination document to your agent or the nearest Great Eastern office.

Step 5

For policy with cash or investment value, you will receive notification when the surrender payment is credited to your nominated bank account.

 Note: Upon disbursement of payment, the Policy will be terminated so all benefits and rights shall cease.

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Unclaimed Money

Why did Great Eastern Life sent my money to the Registrar of Unclaimed Money?
If payment that is issued by Great Eastern Life is NOT cash-out or claimed by the policyholder or rightful payee within the period of ONE (1) year from the payment date, the payment will be categorized as unclaimed money. 

However, Great Eastern Life will normally notify the policyholder or payee before the money is remitted to the Registrar of Unclaimed Money and after the remittance as well.

How do I claim the money from the Registrar of Unclaimed Money?
Please write-in to us by providing the following information so we can check and respond* to you on your query.

  • Policy number
  • Identity card number
  • Name of the Assured

*Note: Any communication from us will be send to the last known address as stated in our record. If there is any change of address, please inform us by completing the ‘Request For Person Changes’ form to update the address. Please click here to download the form

What are the documents I need to submit to the Registrar of Unclaimed Money after receiving confirmation letter from Great Eastern Life?
You need to submit the following documents to the Registrar of Unclaimed Money:

  • Original confirmation letter from Great Eastern Life.
  • Original UMA 7 (PIN 1/2015) form to be completed by policyholder or claimant.
  • Copy of Claimant’s identity card (front & back) or passport page for Non-Malaysian Citizenship.
  • Claimant’s bank book or statement (front page only showing the name and account number), which has been certified as true copy by the bank officer (must include bank officer’s signature and official rubber stamp indicating their name and designation).

If the policyholder has passed away and as the beneficiary of the Estate, how do I claim the money from the Registrar of Unclaimed Money?
You need to submit the following requirements to the Registrar of Unclaimed Money:

  • Original confirmation letter from Great Eastern Life.
  • Original UMA 7 (PIN 1/2015) form to be completed by the claimant.
  • Copy of the Claimant’s identity card (front & back) or passport page for Non-Malaysian Citizenship.
  • Claimant’s bank book or statement (front page only showing the name and account number), which has been certified as true copy by the bank officer (must include bank officer’s signature and official rubber stamp indicating their name and designation).
  • Certified True Copy of Letter of Administration or Grant of Probate. If this document is issued outside of Malaysia, the document must be registered and sealed by the Malaysian High Court.

If my claim amount is very low, do I still need to provide the Certified True Copy Letter of Administration or Grant of Probate?
If the claim amount is RM 2,000.00 or less and claimant (executor or administrator) is unable to produce the Certified True Copy of Letter of Administration or Grant of Probate, please submit the following requirements to the Registrar of Unclaimed Money:

  • Certified True Copy proof of relationship between claimant and the deceased.
  • Certified True Copy of Death Certificate.
  • UMA 8 duly form completed by the claimant, in front of Commissioner of Oath or Hakim Mahkamah Seksyen or Majistret, and duly stamped and endorsed by Inland Revenue Board (Lembaga Hasil Dalam Negeri).

After submitting the documents to the Registrar of Unclaimed Money, who should I check with on the status of the application?
You may contact Registrar of Unclaimed Money directly at:

Pendaftar Wang Tak Dituntut
Jabatan Akauntan Negara Malaysia
Peti Surat 110
Tingkat 42 Menara Maybank
100 Jalan Tun Perak
55050 Kuala Lumpur
Tel: 03-2056 8000

Please note that the information on the submission requirement to the Registrar of Unclaimed Money is not conclusive as the Unclaimed Money authority may change their rules from time to time. Therefore, it is advisable to check with the Registrar of Unclaimed Money before any submission. For further information on unclaimed money, please refer to Jabatan Akauntan Negara website at http://www.anm.gov.my/index.php/en/khidmat/wang-tak-dituntut

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Updating of New (12-digit) Identity Card Number/Latest Passport Details/Other Personal Details

What are the available options for me to update for change of personal details?
For change of address, contact number and email address, you may update the change directly online via eConnect at https://econnect-my.greateasternlife.com/econnect-new/#/login through “My Profile” page.

For other personal details update, please complete the Request for Person Changes Form and submit the form together with a certified true copy or original sighted copy of the relevant supporting documents through mail/email/fax to:

Mailing Address

Great Eastern Life Assurance (M) Berhad
Menara Great Eastern
No 303 Jalan Ampang
50450 Kuala Lumpur
Attn: Customer Service Department

Email Address
wecare-my@greateasternlife.com

Fax: +603 4259 8198

Alternatively, you may approach your agent for assistance or visit our nearest branch office.  Please ensure you bring along the original identification document.

What are the required supporting documents to update my personal details?
For update of Personal Details such as correction of name, identification number, Date of Birth, gender or change of citizenship, please submit a copy of the Birth Certificate/Identity Card/Passport (personal detail page)/Citizenship Certificate, duly certified true copy or original sighted by a person of prominent standing such as a doctor, lawyer, magistrate, Agency Manager, agent or authorised officers of the company as supporting evidence.  For certification by an agent, customer’s signature on the document is required.

It is advisable to indicate ‘For GELM use only’ on the copy of identification document before submitting the document to us for processing.

Is certified true copy (CTC) of Birth Certificate required for updating of Identity Card Number (NRIC)?
No, you only need to submit the certified true copy of your new NRIC.

Is it possible to change the name of the Assured?
If the Assured’s name is different from the name that was originally stated in the Proposal Form, please submit a certified true copy or original sighted official document indicating the change of name from the relevant competent authority and the new identification document as supporting evidence.  However, change of name to a different person is not allowed.

Why policyholder needs to update his/her signature?
This is to ensure we have policyholder’s latest specimen of signature for verification in the event of any future service request to amend/update policy contractual benefits.

What is the procedure for change of signature?
You may complete the Request for Person Changes Form to change/update your new signature.

If you have forgotten or are unable to execute your old signature on the form, please visit our  nearest branch office for assistance.

How long does it take to process the change?
It will take approximately 5 working days from the receipt date of the documents to process the change provided all relevant documents have been duly submitted.

Claims – general questions

(for more specific question relating to individual type of claims please scroll down)

GENERAL

What is a suicide clause?
This clause stipulates that no claim is payable in the event of death due to suicide, whether sane or insane, within one year from inception of policy or from date of any reinstatement.

What is contestable period?
Within the first policy year, the insurer has the right to void the policy due to nondisclosure, without the need to prove fraud.

Who can certify claims documents?
Group Sales Manager (GSM) or Unit Sales Manager (USM) may certify all claims documents with the exception of claims incurred outside of Malaysia where the confirmation of the claim event and all other related and relevant documents issued by Foreign Authority must be certified by the Malaysian Embassy or a Public Notary.

If there are foreign documents and claimant is unable to return to Malaysian Embassy of the foreign country to get the documents certified, where can they get the documents to be certified?
The respective country's embassy in Malaysia.

When do you call for the original policy?
With effect from 1 June 2013, policyholders may proceed with claims without submitting the original policy contract. This guideline is revised with the intent to simplify the current process to make hassle free for claims. Nevertheless, the company reserves the right to call for the original policy or supporting documents should the need arises during the processing stage.

How long does it take for the Company to process a claim?
The estimated timeframe to process a claim is within 10 – 14 working days upon receiving the complete claim documents.

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Death Claim

What are the requirements for commonly claimed Death Claims?
Death Claim Form
Certified True Copy of Death Certificate
Certified True Copy of Claimant Identification Card
Certified True Copy of Deceased’s Identification Card
Certified True Copy of Embarkment Certificate
Certified True Copy of Marriage Certificate if Claimant is spouse
Certified True Copy of Birth Certificate of Claimant if Claimant is a child
Certified True Copy of Birth Certificate of Deceased if Claimant is parent
Original copy of Letter of Authorisation/ Consent (3 copies)
Confirmation letter from National Registration Department (for overseas death claims)
Direct Credit Form

Additional requirement on accidental death:
Accidental Death Benefit (ADB) Claim Form
Certified True Copy Police Report
Certified True Copy Detailed Post Mortem Report
Certified True Copy of Toxicology Report, if any
Newspaper Cutting, if any

Death due to nature causes:
Doctor Statement (for policy less than 5 years from date of commencement or from date of reinstatement, whichever is the later)

Important Note:
i) If cause of death is unknown, the Company will advise further on receipt of the Death Certificate
ii) For foreign Death Claims, Certified True Copy full passport book/ Citizenship Certificate are required
iii) For policy without nomination, Grant of Probate/ Letters of Administration is required

If the policy has no nomination, how does Great Eastern pay the claim?
Payment of death claim proceeds for policy where no nomination made is subject to production of Letter of Administration or Grant of Probate.

If there are 3 nominees, how many Letters of Authorization to collect claim(s) payment cheque(s) should be produced?
3 Letters of Authorisation should be produced and to be completed by 3 designated nominees.

If the nominee is in overseas/out of Malaysia, who should complete the Death Claim form?
Nominee still has to complete the Death Claim Form.

Overseas death claim:
what is the difference in documents if body is brought back to Malaysia or buried in overseas? If the body/ashes are brought back to Malaysia, Certified True Copy of Embarkment Certificate issued by the transportation means is required. If the body is buried in overseas, Certified True Copy of the Life Assured confirmation letter of death in overseas from National Registration Department is required to be submitted.

Copy of passport is also required.

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Living Assurance Claim

What are the requirements for commonly claimed Critical Illnesses?
Living Assurance Claim Form – Personal Statement
Confidential Medical Certificate (Cancer)
Confidential Medical Certificate (Brain, Nerve & Muscle related condition) – to be completed by Consultant Neurologist
Confidential Medical Certificate (Heart related condition)
Confidential Medical Certificate (Other illnesses)
Original copy of Letter of Authorisation/ Consent (3 copies)
Certified True Copy of Life Assured’s Identification Card
Certified True Copy of Claimant’s Identification Card (if different from Life Assured)
Certified True Copy of all relevant diagnostic test results or reports for individual
Covered Event (please refer to the list of Covered Events in the Requirement Checklist)
Direct Credit Form

Is there any waiting period?
Yes, commonly waiting period is 30 days to 60 days from the date of risk commencement or date of reinstatement, whichever is later. As different covered event applies different waiting period, please refer to the policy contract for more details.

Is BuyBack Option available for all policies?
No, not all policy provides BuyBack option. Please refer to the terms and conditions of your policy contract.

Living Assurance claim is admitted and it is an Investment Linked policy. If there is any excess premium paid, will it be refunded?
There is no refund for Investment Linked policies. Any excess premium will be added into the Assured’s Total Investment Value fund.

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Total Permanent Disability Claim

What are the requirements for commonly claimed Total Permanent Disability (TPD)?
Total Permanent Disability Claim Form
Total Permanent Disability Medical Certificate Form
Original copy of Letter of Authorisation/ Consent (3 copies)
Certified True Copy of Employment Termination Letter, if applicable
Certified True Copy of Life Assured’s Identification Card
Certified True Copy of Claimant’s Identification Card (if different from Life Assured)
Certified True Copy of Clinic/ Hospital Consultation Card
Certified True Copy of EPF Withdrawal Letter, if applicable
Certified True Copy of SOCSO Offer Letter/ SOCSO “Keputusan Jemaah Doktor Mengenai Keilatan”, if applicable
Certified True Copy of Police Report (accidental cause)
Newspaper cutting (accidental cause), if applicable
Direct Credit Form

If my policy matures on the same date of my 4th instalment, do I have to wait till the 10th year to get full TPD payment?
No, you will get your 4th - 10th instalments on the maturity of the policy.

If it is a third party policy, to whom should the payment be made?
If the Life Assured becomes total permanent disabled, the Assured is the legal policy owner and has the right to receive the payment.

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Accident Claim

What are the requirements for commonly claimed Accident Rider Claims?
Accident Claim Form – Claimant’s Statement
Accident Claim Form – Attending Physician Statement
Original copy of Letter of Authorisation/Consent (3 copies)
Certified True Copy of Life Assured’s Identification Card
Certified True Copy Claimant’s Identification Card (if different from Life Assured)
Original/ Certified True Copy of Medical Certificates
Certified True Copy of Police Report, if applicable
Certified True Copy of X-ray, MRI, CT scan or other radiology reports
Certified True Copy of Hospital Bill(s) and Payment Receipt(s)
Original Bills and Original Payment Receipts (if applicable to reimbursement claims)
Direct Credit Form

Which Attending Physician Statement (APS) to be submitted if the claimant intends to claim for accident claim from both Claim Department and Healthcare Services Department (HSD)?
It is advisable for the claimant to submit the Accident Claim Form - Attending Physician Statement as the information provided is more precise and detailed for Accidental Rider claim assessment.

Is police report necessary for accident claims?
Yes, depending on the nature of the accident i.e. Motor Vehicle Accident (MVA).
For assault/robbery case, police report is mandatory.

If Life Assured’s employer has paid the hospital bill/medical expenses incurred due to the accident, can he still claim with Great Eastern?
If employer pays only part of the bill, balance of the bill can be submitted to Great Eastern for claims assessment. Employer’s confirmation on payment made is required. Original bills are required to be submitted to Great Eastern for balance payment.

If Life Assured is claiming medical expenses with other insurance company, can he still claim with Great Eastern?
If other insurance company pays only part of the bill, balance of the bill can be submitted to Great Eastern for claims assessment. Original proof of settlement and original bills/receipts are required to be submitted to Great Eastern for balance payment.

If the original bill and receipt are lost, can Life Assured claim for medical expenses?
No, medical expenses incurred are on reimbursement basis thus original bill and receipts are required before payment is made.

If Life Assured has claimed medical expenses with Healthcare Services Department (HSD), can he still claim under Life Claim?
If HSD pays only part of the bill, balance of the bill can be submitted to Life Claims for assessment.

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Great Lady Claim (For Childbirth/ Caesarian Claim)

What are the requirements for commonly claimed Great Lady Claims (For Childbirth)?
Certified True Copy Life Assured’s Identification Card
Hospitalisation & Surgical Claim Form – Claimant’s statement
Certified True Copy of child’s birth certificate
Direct Credit Form

What are the requirements for commonly claimed Great Lady Claims (Caesarian Claim)?
Certified True Copy Life Assured’s Identification Card
Hospitalisation & Surgical Claim Form – Claimant’s statement
Certified True Copy of child’s birth certificate
Direct Credit Form
Certified True Copy of hospital bill and doctor to endorse the date, cause & type of surgery performed (applicable to Caesarian claims)

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General

Who is the Policy Owner?
The Policy Owner is the person who has the legal title to a policy.

Can new riders/benefits be attached to my policy after it is issued?
Inclusion of riders will depend on the plan type of the basic policy, the policy duration and the availability of riders at the time of application. Supplementary benefits [e.g. Accident and Hospital benefits] can be included any time after the policy is issued. Applications for inclusion of riders/supplementary benefits are subject to underwriting and a policy fee of RM30.00 will be levied for inclusion of riders. Our underwriters may call for medical report if medical evidence is required. Medical costs, if incurred, will be borne by the policyholder.

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Healthcare Services Department

Q: What are the services provided by HSD for customers with Hospitalization & Surgical policy?
A: HSD provides round-the-clock (24 hours and 7 days/week) Guarantee Letter facility for eligible customers requiring hospitalization and or/surgery, processes reimbursement of medical claims and handles enquiries related to medical policy.

Q: How do I contact HSD?
A:
You can call the Healthcare Hotline number at 1-300-1300-18 or sent an email through e-Partner (ICM) or to healthcareservices@greateasternlife.com for assistance.

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Health Care Card and Guarantee Letter (GL)

Q: How does customer use the Health Care Card for hospital admission?
A: Upon admission to the Panel Hospital, customer can present their Health Care Card and NRIC to the hospital’s admission counter for Guarantee Letter arrangement.

Q: How long before customer’s admission that they must inform HSD?
A: To provide sufficient time for HSD to process the Guarantee Letter for admission, it is recommended for customer to request their attending doctor to complete Part II, which is the Admission Section of the Guarantee Letter Request Form and send the completed form to HSD as soon as possible.

Q: What is the process for Guarantee Letter arrangement?
A: Hospital will assist to process the necessary documentation for Guarantee Letter request and send it to HSD for validation. Once it is confirmed that customer’s hospitalization fulfills the policy’s terms and conditions, Initial Guarantee Letter (IGL) will be issued and sent to the hospital for their handling.

If customer’s Guarantee Letter request is not approved, the Decline Guarantee Letter (DGL) will be sent to the hospital. Hospital will advise customer to pay for their medical expenses and submit the claim to GELM for reimbursement consideration.

An SMS will be sent to the servicing agent (if mobile number is registered with CAD) and customer (if customer provides their mobile number in the GL Form) to notify them of the Guarantee Letter status.

Q: How long is the Guarantee Letter valid for after it has been approved?
A: The Guarantee Letter is valid for 30 days from the date of issuance.

Q: In what circumstances/condition that Guarantee Letter will be declined?
A: The decision to decline Guarantee Letter may due to the following reasons below but it is not an exhaustive list:

  • Policy lapsed/termination
  • Outpatient, pre-hospitalisation or post hospitalisation treatment
  • Hospitalisation at non-panel hospital or non-panel specialist
  • Insufficient information at the point of admission to confirm the claim is admissible
  • Further verification checks are required to ensure it is not related to policy exclusions or pre-existing conditions

Note: You may contact the Healthcare Hotline for more specific information on the decline reason.

Q: Will the hospital accept the Health Care Card as a guarantee for admission deposit?
A: No, the Health Care Card is meant for the Panel Hospital to identify customer with GELM medical policy and cannot be used as a guarantee for hospital deposit.

Q: If Guarantee Letter has been approved, does customer still need to pay any admission deposit?
A: Yes, most hospitals will request for deposit payment as part of the admission requirement. However, the deposit payment will be refunded by the hospital after deducting the non-covered charges such as coinsurance/deductible, telecommunication fee, extra meals, miscellaneous expenses, service tax, braces, special aids etc (if any).

Q: Can the customer still enjoy the room and board discount rate if Guarantee Letter was declined?
A: No, hospital discount is not a policy entitlement so customer has to pay the published rate as advised by the hospital.

Q: How long does customer need to wait at the hospital after the doctor has certified that they are fit for discharge?
A: Normally, the attending doctor has to complete the medical report (Discharged Section) before hospital billing staff can prepare the hospitalisation bills. The whole process takes about a few hours subject to the hospital’s available resources.

Q: How long does HSD take to process the Discharge/Final Guarantee Letter (FGL)?
A: Upon receiving the complete document from the hospital, HSD will process the FGL within 75 minutes for straightforward cases. However, if the documentation or information received is incomplete, it may take longer or until the necessary documentation has been received to process the FGL.

Q: Where can customer get the list of Panel Hospitals or Specialist?
A: The list of panel hospitals and specialist is available in e-Partner under HSD or GELM website at www.greateasternlife.com.my. Please note that list of panel hospitals and specialist is subject to change and the latest listing can be viewed at both e-Partner and the website.

Q: Why not all specialists in the Panel Hospitals are GELM’s panel specialist?
A: There are some specialists (doctors) within the appointed panel hospitals who are not included in the list of panel specialists for various reasons. Therefore, Guarantee Letter facility is not available for any admission or treatment by non-panel specialist.

Q: What if customer was admitted to a non-panel hospital or specialist, can they still submit their claim?
A:Yes, customers who choose to be treated at a non-panel hospital or specialist can settle their medical expenses and submit their claim for reimbursement consideration according to the policy’s terms and conditions.

Q: Can customer use their Health Care Card for hospital admission overseas?
A:No. The Health Care Card is only applicable to GELM Panel Hospitals in Malaysia. Customer has to pay the medical expenses and submit their claim for reimbursement consideration according to policy’s terms and conditions after they return from overseas.

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Health Claims

Q: What are the documents required for reimbursement of claims?
A:The documents required are as follow:

  • Health Claims Checklist
  • Hospitalization & Surgical - Claimant Statement
  • Attending Physician Statement
  • Original Bill/Invoice
  • Original Receipt (including Deposit Receipt if any)
  • Certified True Copy of claimant NRIC
  • Other supporting document such as Laboratory Report, Imaging Report, HPE (Histopathology Examination) report etc.

Note: Please refer to the requirement listed in the Health Claims Checklist for other type of claims

Q: Where can I get the required forms?
A:You can obtain the forms from company’s website, e-Partner or Agent’s Counter at Menara Great Eastern or branches.

Q: Where can I submit the claims document?
A: You can submit the documents through the Health Claims Drop-box at Level 1 of Menara Great Eastern or Agent’s Counter at branches.

Q: Can I submit photocopy of hospital bill or receipt in case my customer is unable to provide or lost these documents?
A: Photocopy of hospital bill and receipt is not acceptable as it is part of the policy’s requirement to submit the original hospital bill and receipt for reimbursement of medical claim.

Q: If my customer has submitted their claim to another insurance company, can they also claim from GELM?
A: Once the medical claim has been reimbursed by another insurance company, GELM will not compensate the claim again unless the medical expenses are not fully covered by the other insurance company. Then customer can submit the uncovered amount to GELM for consideration according to their policy’s Schedule of Benefits, terms and conditions.

Q: For reimbursement of pre and/or post-hospitalization claim where Guarantee Letter has been issued to cover customer’s hospitalization, what are the documents I need to submit?
A: The documents required are:

  • Hospitalization & Surgical - Claimant Statement
  • Original Bill/Invoice
  • Original Receipt
  • Certified True Copy of claimant NRIC

Q: How does customer or agent know if the document submitted is incomplete?
A: If the claims document is incomplete, HSD will notify customer through pending requirement letter which is sent by mail. A copy of this letter will be published in the e-Partner for servicing agent and Group Sales Manager’s reference.

Q: What if my customer is not happy with their claim settlement/decision?
A: Normally, claim assessment is based on whether the claim fulfills the policy’s contractual benefits and if it is admissible, then the settlement is based on the Schedule of Benefits including the relevant terms of the benefits. If there is any dispute, the customer may submit a letter of appeal and supporting document(if any) to the Healthcare Services Department for reconsideration.

Q: How long does it take for the Company to process a claim?
A: The estimated timeframe to process a claim is within 10 - 14 working days upon receiving the complete claim documents.

 

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Car Assistance Program (CAP)

Q: Am I entitled to this benefit?
A: You are entitled to this benefit if your policy document is attached with Endorsement No. 259 (CAP)

Q: What is the contact number for car assistance?
A: You may contact the 24 hours service hotline at 03-76604799.

Q: What is covered in the Car Assistance Program?
A: The services offered in this program are:

  • 24 hours emergency car towing and minor repair (max. RM300 per incident excluding spare part cost)
  • Car replacement assistance
  • Arrangement for hotel accommodation
  • Referral to the nearest service center

Note: Please refer to the Endorsement No. 259 (CAP) for more details on this program.

Q: How can I register or change customer’s car registration number?
A: You may submit a written request through Health Servicing Drop Box at Level 1 of Menara Great Eastern or Agent’s Counter at the nearest branches.

Q: Can customer use this service if they did not register their car registration number?
A: No, customer has to register their car registration number with GELM before they are eligible for this service.

Q: Can customer submit their car towing fee for reimbursement?
A: No, customer must contact the service hotline to arrange for towing services.

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Supreme Assist (SA)

Q: What is the contact number for Emergency Medical Assistance?
A: You may contact the 24 hours Service Centre Hotline at 03-4259 8853 (same number for Executive Second Opinion).

Q: What is covered in the Emergency Medical Assistance?
A:
The key benefits are listed below. However, for more details on this benefit, you may refer to policy Endorsement No. 249 (SAssist) or contact Supreme Assist.

For customer who travels outside Malaysia for a period not exceeding 120 consecutive days on any one trip, the benefits are:

  1. Arrangement and Payment of Emergency Medical Evacuation
    Supreme Assist will arrange and pay for the provision of air and/or surface transportation, medical care during transportation, communications and all usual ancillary services required to move the customer in the event of Serious Medical Condition (as defined in Endorsement no. 249) to the nearest hospital where appropriate medical care is available but not necessary to Malaysia. Supreme Assist will decide whether the customer’s medical condition is sufficiently serious to warrant emergency medical evacuation.

  2. Arrangement and Payment of Emergency Medical Repatriation
    Supreme Assist will arrange and pay for the medically necessary and unavoidable expenses incurred for the return of the customer to Malaysia following the customer’s emergency medical evacuation for the subsequent hospitalization in a place outside of Malaysia.

  3. Arrangement and Payment of Repatriation of Mortal Remains
    Supreme Assist will arrange and pay for all reasonable and unavoidable expenses incurred for the transportation of customer’s mortal remains from the place of death only to Malaysia or the cost of local burial at the place of death as approved by Supreme Assist.
  4. For customer who travels within Malaysia for a period not exceeding 120 consecutive days on any one trip, the benefits are:

  5. Arrangement and Payment of Emergency Medical Evacuation

    Supreme Assist will arrange and pay for the provision of air and/or surface transportation, medical care during transportation, communications and all usual ancillary services required to move the customer in the event of Serious Medical Condition (as defined in Endorsement no. 249) to the nearest hospital in Malaysia where appropriate medical care is available but not necessary to customer’s state of residence. Supreme Assist will decide whether the customer’s medical condition is sufficiently serious to warrant emergency medical evacuation.

  6. Arrangement and Payment of Emergency Medical Repatriation

    Supreme Assist will arrange and pay for the medically necessary and unavoidable expenses incurred for the return of the customer to the state of residence in Malaysia following the customer’s emergency medical evacuation for the subsequent hospitalization in a place outside of customer’s state of residence in Malaysia. 

Q: What is Executive Second Opinion (ESO)?
A: Executive Second Opinion is an arrangement where customer can obtained a second opinion on their diagnosis and treatment from an approved medical institution in the United States in the form of a documented report. Customer then has the option to request for a telephone consultation not exceeding one hour from the specialist. The Second Opinion service does not include treatment and only applies to the diagnosis of those medical conditions and eligibility is as defined in the policy document under Endorsement no. 278.

Q: How many times can the customer use the Executive Second Opinion service?
A: One time per covered condition per policy year and limited to three times per lifetime.

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