Auto-Extension of Coverage
Assignment of Policy
Credit Card Services
Change of signature via e-Connect
COVID-19 Vaccine Fund (Existing Great Eastern Customer)
COVID-19 Vaccine Fund Campaign for Non Customer
Deferment of Premium Payment Program
Disbursement of Policy Benefits Payout via Direct Credit
Goods and Services Tax (GST)
Investment Linked Policy Guide
Insufficient Investment Value Notification
Increase of Total and Permanent Disability (TPD) Limit up to RM10 million per life
Portfolio Withdrawal Condition
Removal of Overall Lifetime Limit for SmartMedic Xtra and SmartMedic Xtra 99
Third Party Payor
Updating of New (12-digit) Identity Card Number/Latest Passport Details/Other Personal Details
I have received SMS/ Email on Auto-Extension Coverage letter. What is the purpose of this notification?
The SMS / email is to inform you that the Auto-Extension of Coverage letter for your policy is now available in e-Connect for your reference.
Who will receive this notification?
Any policyholders who have purchased an Investment-Link SmartProtect Essential 3 (SPE3) or/and Investment-Link SmartProctect Wealth 20 (SPW20) policies with Auto-Extension of Coverage.
What is Auto-Extension of Coverage Letter?
This letter is meant to provide more information on the Auto-Extension of Coverage features for both Smart Protect Essential 3 and Smart Protect Wealth 20 plans for your awareness.
How do I view my letter?
You need to login to e-Connect by following the quick tips below.
Note: Keyman policies (where the company is the policyowner) will receive a physical letter posted to the registered address.
Do I need to do anything after receiving the letter?
No, there is no action required from you until your policy reaches the Auto-Extension of Coverage activation period.
When should I take further action?
You will receive an Authorization Form prior to the activation of Auto-Extension of the initial coverage. Please follow the instruction provided in the letter to select your preferred action and submit the form to us for our handling.
Who do I contact if I have any enquiries?
You can contact your servicing agent or alternatively, send a secured message to us through e-Connect using ‘My Mailbox’ or contact our Customer Service Careline at 1300-1300 88 or email to email@example.com.
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.
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.
For the hassle free on updating your latest signature, you may complete using the Change of Signature form ( For submission via e-Connect only).
Benefits of using this form:
I would like to change my signature but I cannot remember or re-produce my old signature?
There are 2 options to update / change your signature.
I am not an e-Connect user but I know someone who is an e-Connect user. Can I submit this Change of Signature Form via e-Connect through another person’s e-Connect account?
No. The submission of Change of Signature via e-Connect form can only be done through the policy owner’s own e-Connect account.
Can I submit this Change of Signature form via fax or email instead through e-Connect?
The submission of Change of Signature via e-Connect form can only be done through the policy owner’s own e-Connect account.
Why do I need to update my signature?
It is to ensure your latest signature is recorded for verification and handling of any future policy changes or claims request.
If my latest signature is thumbprint, can I use this form?
No. For change of signature to thumbprint, please visit the nearest Great Eastern Branch Office or Head Office.
Can I discard the original signed form once I have submitted this form through e-Connect?
It is advisable to keep the original form for minimum of 6 months in case the submitted copy in e-Connect is not clear or readable, which we may request for re-submission of this form.
Is my signature immediately updated once I have submitted this form through e-Connect?
The processing time for change of signature is 8 working days. You will receive a written confirmation when your latest signature has been updated.
Why my Change of Signature form submitted via e-Connect is rejected?
Your submitted change of signature could be rejected due to the following situation:
What does the COVID-19 Vaccine Fund cover?
Daily Hospital Cash Benefit
A daily benefit is paid for each day the eligible life assured is hospitalised during the eligible period solely due to adverse events following immunisation (AEFI) within 14 days after receiving an approved COVID-19 Vaccine, for a maximum of 7 consecutive days.
RM200 per day
A lump sum payout if death of life assured is related to AEFI within 30 days from receiving a COVID-19 Vaccine or from date of admission to hospital due to AEFI, whichever is later.
RM10,000 per life
Who is eligible for the COVID-19 Vaccine Fund?
All life assured of Great Eastern Life who is a registered e-Connect user and whose policy is in-force during the Coverage Period (except for compulsory Group Employee Benefits and policies with coverage term of less than 1 year).
Am I eligible for the COVID-19 Vaccine Fund if I am not a registered e-Connect user?
No, your claim will be rejected due to not fulfilling the requirement as a registered e-Connect user.
When is the coverage period?
The coverage period started from 25 February 2021 to 31 December 2021 or until the COVID-19 Vaccine Fund has reached a total claims payout of RM1 million, whichever is earlier.
Is there any waiting period for the benefits to be payable?
Yes, there is a waiting period of 14 days from the risk commencement date or reinstatement date of the policy, whichever is later. The date of receiving the COVID-19 Vaccine must be more than 14 days from the risk commencement date or date of reinstatement of the policy, whichever is later.
If I am hospitalised more than once due to adverse events following immunisation (AEFI) after receiving a COVID-19 Vaccine, can I make multiple claims?
No, the Daily Hospital Cash Benefit is payable once for each eligible life assured, even if the first hospitalisation stay was less than 7 days.
Does it cover private and government hospital in Malaysia, and hospitals outside Malaysia?
Eligibility for Daily Hospital Cash Benefit is applicable to both private and government hospitals in Malaysia. Admission to hospitals outside of Malaysia is not covered.
However, the Death Benefit is payable even though the life assured is outside Malaysia.
Are there any exclusions?
The eligibility of the benefits is subject to a waiting period of 14 days from the risk commencement date or reinstatement date of the policy, whichever is later. The date of receiving the COVID-19 Vaccine must be more than 14 days from the risk commencement date or date of reinstatement of the policy, whichever is later.
If I have more than 1 policy, can I make several claims?
No, you can only claim once per life. In the event that more than one death claim is submitted, the Company shall pay the benefit to the beneficiary of the policy strictly in the order of priority as follows: claim notification date, nomination/assignment/ownership status and risk commencement date.
If I have claimed COVID-19 vaccination related benefits from other insurance companies, can I still make a claim from Great Eastern Life’s COVID-19 Vaccine Fund?
Yes, you can still claim the benefits subject to the terms and conditions of COVID-19 Vaccine Fund.
How can I make a claim?
Please refer to the guides on how to submit a claim here.
Who should I contact if I have further questions?
Please contact our Customer Service at 1300-1300 88 or firstname.lastname@example.org.
What does the COVID-19 Vaccine Fund (“Campaign”) cover?
·Pays a daily benefit for each day the eligible participant is hospitalised during the Coverage Period, solely due to adverse events following immunisation (AEFI) within 14 days caused by a COVID-19 Vaccine, for a maximum of 5 consecutive days.
·The benefit is applicable for AEFI, caused by a COVID-19 Vaccine, that is serious and requiring medically necessary hospitalisation in Malaysia.
RM100 per day
A lump sum payout if death of the eligible participant is related to AEFI within 30 days caused by a COVID-19 Vaccine or from date of admission to hospital due to AEFI caused by a COVID-19 Vaccine, whichever is later.
RM5,000 per life
Who is eligible for this Campaign?
The Campaign is open to all participants who fulfill the following criteria (“Eligible Participant”):
What is the Coverage Period of the Campaign?
The Coverage Period is from 27 March 2021 to 31 December 2021, both dates inclusive; or until the COVID-19 Vaccine Fund has reached a total claims payout of RM500,000, whichever is earlier.
How can I register for this Campaign?
Eligible Participants must fill up all mandatory information on the Campaign microsite here: http://my.gelife.co/cv19fundenquiryform
You will receive a welcome email from the Company within 14 days from your registration.
Can I register for this Campaign if I am existing policyholder/certificate owner of the Company but not existing life assured/covered person of the Company?
Yes, subject to the eligibility criteria defined in the terms and conditions.
Does this Campaign cover both private and government hospitals in Malaysia, as well as hospitals outside Malaysia?
The Daily Hospital Cash Benefit is applicable for both private and government hospitals in Malaysia. However, admission to hospitals outside Malaysia is not covered.
The Death Benefit is payable even though the Eligible Participant is outside of Malaysia at the time of death.
If I am hospitalised more than once due to AEFI caused by a COVID-19 Vaccine, can I make multiple claims?
No, each Eligible Participant will only be entitled to receive the Benefits once regardless of the number of hospital admissions during the Coverage Period, even if the first hospitalisation stay is less than 5 days.
If I have claimed COVID-19 vaccination-related benefits from other insurance companies, can I still make a claim from this Campaign?
Yes, benefits can still be claimed subject to the terms and conditions of the Campaign.
Are there any exclusions or waiting period for the benefits to be payable?
Yes. To be entitled for the benefits under this Campaign, Eligible Participants must register at least 14 days before the vaccination date. Eligibility also depends on the completion of the registration process on the Campaign’s microsite, and is subject to the eligibility criteria defined in the Campaign terms and conditions. Any inaccurate information may cause your claim to be denied.
How do I make a claim?
Please refer to the welcome email sent by the Company; otherwise you may refer to the guides on how to submit a claim at below:
Submit Claim Documents to:
The claim submission date by the Eligible Participant must occur within the Coverage Period of the Campaign, and must be no later than 3 months from the covered event. The claim submission date will be taken to be the date the Eligible Participant submits all the required documents, and the Company acknowledges receipt of the same.
Will I be notified of the claim status?
Yes, you will be notified of the claim outcome. Any successful claim amount will be paid to the Eligible Participant’s or their beneficiary’s valid bank account as indicated in the Direct Credit Facility form, and a settlement letter will be sent to you.
How long is the turnaround time for the claim?
The claim will take 21 days to process and the payout will take 7 days. The approval is subject to submission of complete documentations and campaign's terms and conditions.
Who should I contact if I have further questions?
You may email us at:
* The Company reserves the right to change and/or terminate the fund earlier, should the prevailing conditions and circumstances change.
What is Deferment of Premium Payment (DPP) Program for COVID-19 Outbreak?
It is a Program for eligible policyholders to apply to defer their regular premium payment for 3 months if their application for this Program is approved by the Company.
However, this is NOT a premium waiver program. Hence, at the end of the deferment period, policyholder will need to repay the deferred premium(s).
When is the effective date for this Program?
The effective date of the first DPP Program was from 1 April 2020 to 31 December 2020. However, due to the recent resurgence of COVID-19 contagion and reintroduction of Movement Control Orders (MCO) in most states, the Company has extended the DPP Program to 31 December 2021. Application to defer premium payment must be received by the Company on or before 31 December 2021.
Who is eligible to apply for this Program?
This is not an automatic qualified Program. Eligible policyholder can apply and it is subject to Company’s approval.
The eligibility criteria are as follows:
Is there a difference between the DPP Program in 2020 and the Extended DPP Program in 2021?
The Extended DPP Program in 2021 is similar to DPP Program in 2020 with an additional option for 6-months Interest Free Instalment Repayment Plan (DPP Instalment Plan) on the Lump Sum Deferred Premium(s).
What will happen to the policy which has been approved under this Extended DPP Program?
Company shall continue to provide the protection coverage under the policy. If there is any claim during the 3-month deferment period and 6-months repayment period, the claim will be processed in accordance to the existing policy coverage, subject to terms and conditions.
If the claim is admissible, the Company reserves the right to deduct the outstanding premium from the claim payment or collect the deferred premiums prior to the payment of claim.
What is the process if policyholder intends to opt for 6-months Interest Free Instalment Repayment Plan (DPP Instalment Plan)?
The DPP Instalment Plan is automatically granted to eligible policyholders / applicants under the Extended DPP program.
Eligible policyholder / applicant will receive a Letter of Acceptance (LOA). If policyholder / applicant agrees with the LOA Terms & Conditions, they need to sign and submit the relevant forms to the company within 10 days via e-Connect >> My Mailbox.
If policyholder has successfully applied for DPP Program in 2020, can he/she still eligible to apply for Extended DPP Program in 2021?
Policyholder can still apply for this Extended DPP Program in 2021 as long as the eligibility criteria as are met.
If application is approved, when does the DPP Program commence?
Once the signed Letter of Acceptance (LOA) is received by the company, the DPP Program shall commence from the next premium due date up to maximum of 3 monthly premiums.
Does the policyholder need to pay back the deferred premium after the Program has ended?
Yes. Policyholder is required to repay the Deferred Premium(s) at the end of the program via DPP Instalment Plan.
If policyholders have opted out from DPP Instalment Plan and chose to repay the Lump Sum Deferred Premium(s) at the end of the 3-month Deferment Period, he/she can do so via our electronic premium payment channels. For more info, please click here
If the policy has premium deduction via credit card/debit card/GIRO or bank standing instruction, what should the policyholder do when their application has been approved?
If the application is approved:
What should the policyholder do to restore the premium deduction via credit card/debit card/GIRO or bank standing instruction when the Program is over?
Can policyholder choose to change the repayment option during or after the 3-month deferment period?
Yes, policyholder can change the repayment option during the deferment period only.
The 6-month Interest Free Instalment Repayment Plan is a default repayment option. If the policyholder wish to opt out, it can be done:
No change of the repayment option is allowed after the end of 3-month deferment period.
Can policyholder still pay premium during the deferment period?
Any premium payment during the DPP period will not be applied to the premium due but reserved under the policy’s ‘suspense account’. At the end of DPP period, the premium payment will be updated and applied accordingly to the premium(s) due.
Can policyholder choose to opt out after their DPP application is approved or ongoing? If yes, what is the procedure to opt out?
It is advisable for policyholder to write-in to us on their request to opt-out and provide the necessary justification via eConnect>>My Mailbox
How long does it take to process the application?
The processing will take up to 10 working days from the date of receiving the completed form and documents. Policyholders will receive notification of their application status via My Mailbox in e-Connect.
What is the application process?
As part of the Company’s measure to safeguard our customers’ information, customer information submissions are mandatory via e-Connect >> My Mailbox, and below are the steps:
What are the documents required?
Note: For self-employed applicants can submit a written and signed declaration on loss of business income if unable to provide the required evidence
How do I know the status of my application?
Notification on the application status will be sent to customer through eConnect >> My Mailbox
Does the policyholder have other options besides this Program?
Yes, policyholder may wish to consider some of the options, whichever is applicable as follow:
Please consult your servicing agent for appropriate advice on the above options.
How does the 3-month premium deferment work and can policyholder apply more than once under this Extended DPP Program?
Policyholder can only apply for Extended DPP Program once for each policy during the eligibility period.
As part of the Extended DPP Program, policyholder has the option to repay the Total Deferred Premium(s) via 6-month DPP Instalment Plan.
For policyholders who have opted out from the DPP instalment Plan, the Lump Sum Deferred Premium(s) is payable at the end of the 3-month Deferment Period.
If there is no repayment(s), policy may lapse due to insufficient/zero cash value or TIV.
Policyholder still receives Automatic Premium Loan (APL) and/or Lapse notice after the application has been approved. Why?
For approved applications, policyholders may ignore the notice. Should there be any enquiries, please email to email@example.com
If the application is approved, is there any late payment interest imposed during the payment deferment period?
For successful application, there is no late payment interest imposed during this deferment period provided the total deferred payment is remitted according to the repayment plan.
Will there be any charges for DPP Program application or alteration fees for any alteration(s) made to the policy?
No charges or alteration fees will be imposed for the DPP Program application or for any alteration(s) made.
Are policies with existing policy loans eligible for DPP?
Yes. Policy with existing policy loan outstanding is eligible for DPP as long as it fulfils the criteria.
Can policyholder apply for DPP if they have made partial withdrawal from their Investment-Linked (IL) policy prior to the MCO?
Yes, policyholder can still apply for DPP even though they have made partial withdrawal from their IL policy.
However, partial withdrawal has an impact on their policy’s sustainability thus it’s advisable for policyholder to pay the deferred premiums just before the end of DPP period in case their TIV is insufficient to cover the risk charges and fees.
Can policyholder apply DPP for multiple policies under the same life assured?
Yes, subject to the eligibility criteria on each policy and policyholder needs to submit one form per policy.
Can policyholder choose the deferment period i.e. more or less than 3 months?
No. The DPP Program is a fixed 3-month deferment.
Is Standalone medical card included in DPP?
Yes, policyholder with standalone medical policy can apply for DPP Program.
Can policyholder apply for DPP if the policy is under half-yearly or yearly premium frequency? If yes, how will the premium due be deferred?
Yes, DPP is applicable for all premium frequencies as long as it fulfilled the eligibility criteria.
During DPP, the premium due will be deferred for 3 months from the premium due date.
Can policyholder request for policy alterations or withdrawals during the DPP period?
No, if policy is under DPP Program, any alterations or withdrawals request will be rejected. This is to minimize the disruption to the policy coverage during the DPP period.
However, the following alterations are allowed to be performed via e-Connect >> Service Request:
If claim is admissible when policy is under the DPP Program, is the deferred premium(s) deducted before claims settlement? Is this also applicable for medical claims and/or Guarantee Letter (GL)?
Yes, any indebtedness including deferred premium(s) will be deducted before claims settlement for life claims.
For medical claims, all eligible claims will be paid as follows:
If policyholder is hospitalized during DPP period, can they still apply for GL?
Yes, policyholder can still apply for GL as usual even for policies that are under DPP Program.
For Investment Linked policies, if DPP Program is approved, will the insurance charges and policy fee continue to be deducted from TIV for the deferment period?
Yes. Insurance charges and policy fees will still be deducted from Total Investment Value (TIV) for the deferment period.
How come my policy lapse date is during the deferment period even though my policy is under the Deferment Premium Payment (DPP) Program?
The policy’s lapse date is based on the date the policy’s Cash Value or Total Investment Value is fully exhausted.
This situation may occur when the total deferred premiums are not paid after the deferment period ended or after the 6-month interest free instalment period ended to supplement the exhausted policy’s Cash Value or Total Investment Value.
I have paid the total deferred premium amount after my policy has lapsed at the end of the deferment period. Will the policy be reinstated automatically?
No. Policyholder is required to apply for reinstatement by submitting the Health Warranty Form and necessary supporting documents if applicable.
Will the Company waive the waiting period upon successful reinstatement?
No, the policy is still subject to waiting period upon reinstatement.
Can I submit my claim if the claim event date is within the deferment period but the policy lapse date is also during the deferment period?
Yes, policyholder can submit their claim for company’s review in accordance to the policy’s terms and conditions.
If the claim is admissible, the Company reserves the right to deduct the outstanding premium from the claim payment or collect the outstanding premium prior to the payment of claim.
For the convenience of our customers, we wish to advise that the Company will disburse your policy benefit payout under withdrawal option directly into your nominated bank account.
The types of policy benefits are as follow: -
1. Cash Bonus*
2. Survival Benefit
3. Guaranteed Cash Payment*
4. Advance Premium Account (APA) Refund
5. Annuity Payment
6. Other Policy Benefit Payment
*You will be eligible for the payment provided that your policy’s premium is paid up to date.
For e-Connect user, you are advise to update the bank account number via My Service Request > Bank Account Registration
For more details on the step-by-step guide, please refer to the Direct Credit Registration User Guide.
Alternatively, you may complete and submit to Great Eastern the Direct Credit Facility Form (Click here to download/print the form)
Which type of payment is eligible to pay via e-PAY?
Policyholder can make payment for the below payment type:-
a. Renewal Premium via e-Connect
b. Automatic Premium Loan Repayment via e-Connect
c. Reinstatement via e-Connect
d. Non Lapse Top-Up via e-Connect (Not applicable for OAC policy)
e. Initial Payment via MPOS submission
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 except for Initial Payment. However, policyholder needs to register as an 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 debit card issued in Malaysia only under Visa or MasterCard.
For debit card users, policyholder are encouraged to contact the card issuing bank to opt in e-Commerce transactions before start using e-PAY should the Policyholder 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 debit card issued in Malaysia under Visa or MasterCard.
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:-
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:-
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:-
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:-
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:-
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.
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?
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 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.
What are the benefits of e-payment?
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).
How do I apply to receive funds via e-payment?
For e-Connect user, you are advise to update the bank account number via My Service Request > Bank Account Registration
For more details on the step-by-step guide, please refer to the Direct Credit Registration User Guide.
Alternatively, you may 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.
What are the e-payment channels available for payment make to Great Eastern Life?
What & How does it work
Credit Card / Debit Card - Visa & Master
Direct Debit from Bank Account GIRO (limited to participating banks)
Internet Banking (limited to participating banks)
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 firstname.lastname@example.org
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.
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
|Before 1 June||On/after 1 June|
Up to 31st May 2018
GST still applicable and payable.
Subject to GST apportionment
1st June 2018 onwards
If payment is inclusive of GST -> No refund.
|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.
Who will receive this notification?
All Investment Linked policy owners.
I received SMS / Email / Letter related to Investment Linked Policy Guide. May I know the purpose of this guide?
This guide will provide you with general information on possible factors that may affect your investment linked policy sustainability and steps that you can take to enjoy insurance coverage for the full term of your policy.
Why did Great Eastern send me this SMS/Email/Letter informing about a guide?
This is an industry practice to guide policy owners on the general information on Investment Linked policy.
Are the other insurance companies doing this?
Yes, all the other insurance companies are doing the same.
I have received an email titled "Insufficient Investment Value Notification." How do I view my letter?
You can view or download the notification letter via eConnect using the following steps:
Please explain why I have received this notification?
This letter is to provide policy owner with an early notification on their investment-linked policy’s sustainability status based on the policy’s current investment value.
For policy with low investment value, we have also included recommended options on how to increase your policy’s total investment value to ensure it remains sufficient to pay for your policy’s insurance charges and fees until the full covered term/expiry date of the policy.
What I am expected to do after this?
It is important to consider the recommended options and be aware that your policy’s insurance coverage could be affected by *early lapsation if you choose not to adopt any of the recommendation and your policy’s total investment value may become insufficient to pay for the insurance charges and fees.
(*refer to the estimated lapse period stated in the letter)
How is the estimated lapse period calculated?
It is based on certain assumptions as stated in the letter.
For further details on the FAQ, please login to e-Connect >> My Portfolio >> Report & Updates Fund Information >> Frequently Asked Questions >> Insufficient Investment Value Notification.
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.
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:
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 will be temporarily revised from 6.8% to 6.4% per annum effective 1st January 2021 and this interest rate is subject to change by the Company from time to time.
What is Indebtedness with Interest
If the Total Investment Value is insufficient to deduct for policy fees and insurance charges, such unpaid policy fees and insurance charges shall be deducted from the rider’s cash value if the rider has acquired any cash value. The amount that deducted shall be charged with interest at the prevailing interest rates to be determined by the Company from time to time and the cash value utilised to pay for the policy fees and insurance charges together with the interest charged will become indebtedness of your policy.
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 will be temporarily revised from 6.8% to 6.4% per annum effective 1st January 2021 and this interest rate is subject to change by the Company from time to time.
As for 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:
Upon receipt of your request, we will inform you of the loan available and the requirements. The requirements are:
Current Rate (% per annum)
Policy Loan interest
6.4% per annum effective 1st January 2021
Policy Loan interest (Great Universal Life, Premier Heritage, Premier Legacy, Premier Legacy 2, Premier Legacy 3, Glorious Legacy)
Prevailing crediting rate plus 2%
Automatic Premium Loan interest
6.4% per annum effective 1st January 2021
Late Premium Interest (Great Universal Life)
Overdue Premium Interest (Great Flexi Wealth, MaxYield, MaxEmpower,Great Flexi Plus)
Overdue Premium Interest (Max Multiplier, Max Step-Up)
6.4% per annum effective 1st July 2021
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 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 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
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:
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.
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
U65 – U69
U110 – U112
Smart Premier Health
U115 – U118
U119 – U122
U130 – U139
Smart Extender Max
U123 – U126
IL Hospitalisation Benefits Rider
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.
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:
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.
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:
Contact your agent or Customer Service (email@example.com) for advice
Complete all required form(s) and prepare supporting document (if applicable)
Ensure your signature is executed in the same manner as per the Proposal Form or the latest recorded signature.
Submit the surrender/termination document to your agent or the nearest Great Eastern office.
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.
What is Third Party Payor Requirement?
As part of the Bank Negara’s Anti-Money Laundering and Counter Financing of Terrorism guideline, all policy-related payments from third party payor must provide the following requirement effective 1st August 2020:
This is applicable to all types of payment (cash, cheque, credit/debit card) regardless of amount using the following payment channels:
Who is Third Party Payor?
Any person or entity (company, organization etc.) that is NOT registered in the insurance policy record or the parties listed below:
What should I do if I can’t provide the Third Party Payor requirement?
Please pay at the following payment channels that are EXEMPTED from third party payor requirement:
Appointed banks’ counter
OCBC Bank, Public Bank and Bank Simpanan Nasional (BSN)
OCBC Bank, Maybank, Public Bank, CIMB Bank, RHB Bank and Bank Simpanan Nasional (BSN)
Online payment via e-Connect (customer’s portal)
Bank’s Standing Instruction
GIRO, Direct Debit Authorisation or Banker’s Order
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.
*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:
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:
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:
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
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 to:
Great Eastern Life Assurance (M) Berhad
Menara Great Eastern
No 303 Jalan Ampang
50450 Kuala Lumpur
Attn: Customer Service Department
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.