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Customer Service


Auto-Extension of Coverage

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.

Quick Tips:

  1. Login to e-Connect
  2. Select 'My Document'
  3. Select ‘Letter’
  4. Select the letter name ‘Auto-Extension of Coverage

e-Connect Registration Guide, please click here.
e-Correspondence Guide, please click here.

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 wecare-my@greateasternlife.com.

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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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Change of Signature via e-Connect

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:

  • No more rejection of applications due to old signature differs.
  • You are NOT required to produce the old signature.
  • No witness is required.
  • You NEED NOT visit Head Office or Branches Service Centre to change signature.
  • Secured submission channel via e-Connect

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.

  1. To visit any of the nearest Great Eastern Branch Office or Head office to update your new signature.
  2. If you are an existing e-Connect user, please complete the Change of Signature Form (CSD_PSF01B_V01-102019) and submit a scanned copy of this form through eConnect > My Service Request > My Mailbox for our appropriate action. 

To download a copy of the Change of Signature Form, please click here
For Change of Signature via e-Connect Guide, please click here

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:

  1. Incomplete form.
  2. Submitted form is not clear or readable.
  3. Policy stated in the form does not belongs to the e-Connect user.
  4. Policy stated in the form is not an individual policy. Example: Group Multiple Benefit Scheme Policy.

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COVID-19 Vaccine Fund (Existing Great Eastern Customer)

What does the COVID-19 Vaccine Fund cover?

Benefits

Description

Coverage Amount

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

Death Benefit

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

 

  • The hospitalisation of the eligible life assured due to adverse events following immunisation (AEFI) of COVID-19 must be considered medically necessary by a registered medical practitioner.
  • The claim submission date by the eligible life assured must occur within the validity period of the COVID-19 Vaccine Fund. The claim submission date will be taken to be the date the eligible life assured submits all the required documents and we acknowledge receipt of the same.
  • Daily Hospital Cash Benefit shall only be payable once for each eligible life assured even if he/she is hospitalised multiple times due to adverse events following immunisation (AEFI) of COVID-19  during the coverage period.
  • COVID-19 Vaccine” refers to any COVID-19 vaccine (including the first dose and subsequent doses) that is approved for use in Malaysia by the Ministry of Health (MOH) and administered by a registered medical personnel at a MOH designated location in Malaysia.

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 wecare-my@greateasternlife.com.

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COVID-19 Vaccine Fund Campaign for Non-Customer

What does the COVID-19 Vaccine Fund (“Campaign”) cover?

Benefit

Description

Coverage Amount

Daily Hospital

Cash Benefit

·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

Death Benefit

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

Notes:

  • The hospitalisation of the Eligible Participant due to AEFI caused by a COVID-19 Vaccine must be considered medically necessary by a registered medical practitioner.
  • The claim submission date by the Eligible Participant must occur within the Coverage Period of the Campaign, and must 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.
  • Daily Hospital Cash Benefit shall only be payable once for each Eligible Participant even if he/she is hospitalised multiple times due to AEFI caused by a COVID-19 Vaccine during the Coverage Period.
  • “COVID-19 Vaccine” refers to any COVID-19 Vaccine (including the first dose and subsequent doses) that is approved for use in Malaysia by the Ministry of Health (MOH) and administered by a registered medical personal at a MOH-designated location in Malaysia.

Who is eligible for this Campaign?
The Campaign is open to all participants who fulfill the following criteria (“Eligible Participant”):

  • Malaysian nationals residing in Malaysia;
  • Aged 18 years old and above at the point of registration;
  • Not an existing life assured or covered person of Great Eastern Life Assurance (Malaysia) Berhad, Great Eastern General Insurance (Malaysia) Berhad and Great Eastern Takaful Berhad (Malaysia) (except for compulsory Group Employee Benefits policies and policies with coverage term of less than 1 year) at the time of registration and claim; and
  • Register on the Campaign microsite between 27 March 2021 and 30 November 2021, both dates inclusive.
  • Participant who are individuals subject to, or associated with any jurisdiction which is subject to, any sanction, prohibition or restriction under any laws and/or regulations, administered by any governmental, regulatory or competent authority, or any law enforcement in any country will not be eligible to participate in this Campaign.

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:

Claim Process:

  • Great Eastern Takaful Berhad: https://www.greateasterntakaful.com/en/get-help/make-a-claim.html
  • Great Eastern Life Assurance (Malaysia) Berhad:  http://my.gelife.co/claimchecklist
  • Great Eastern General Insurance (Malaysia) Berhad: http://my.gelife.co/gegmclaims

Submit Claim Documents to:

  • Great Eastern Takaful Berhad: Covid19Care@greateasterntakaful.com
  • Great Eastern Life Assurance (Malaysia) Berhad: covid19relief@greateasternlife.com
  • Great Eastern General Insurance (Malaysia) Berhad: MedicalClaims@greateasterngeneral.com

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:

  • Great Eastern Takaful Berhad: i-greatcare@greateasterntakaful.com
  • Great Eastern Life Assurance (Malaysia) Berhad: covid19relief@greateasternlife.com
  • Great Eastern General Insurance (Malaysia) Berhad: gicare-my@greateasterngeneral.com

* The Company reserves the right to change and/or terminate the fund earlier, should the prevailing conditions and circumstances change.

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Deferment of Premium Payment Program

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:

  • Policyholders who have been infected or under mandatory home quarantine or suffered loss of income as a result of the economic impact due to COVID-19
  • Policy premium due is on or before 31 December 2021
  • Premium is paid up to current due date, i.e. no overdue premium, as of the application date
  • Regular premium paying policy.

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.

Notes:

  1. For auto-deduction of credit / debit card payment method, the 6-month instalments will be deducted from your credit / debit card on the “Repayment Due Date”. Please submit Easi-Pay Service Form or update via e-Connect if there is any change of card details.
  2. For other payment methods, please arrange for repayments of the 6-month instalments on or before the “Repayment Due Date” to prevent the lapsation of the policy. For details on payment channels, please click here

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.

Example:

  1. Monthly premium next due date is 15 April 2021
  2. Application approved on 10 April 2021
  3. The Program shall commence from 15 April 2021 to 14 July 2021

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

  • Normal premium auto-deduction via credit card / debit card / GIRO will automatically resume on the next premium due.
  • For premium payment via bank standing instruction, please inform your respective bank to resume the auto-deduction.
  • For recurring payment via Internet Banking / JomPAY, please update the recurring option.

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:

  1. The premium deduction via credit card/debit card/GIRO will stop billing until the end of the deferment period.
  2. For bank standing instruction, policyholder needs to inform the respective bank to stop payment.
  3. For recurring payment via Internet Banking or JomPAY, policyholder needs to change the recurring option to stop the auto deduction through their Online Banking.

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?

 

  • For auto-deduction of credit card/debit card/GIRO payment method, the billing of premium will automatically resume after the Program is over.
  • For bank standing instruction, policyholder is required to inform the respective bank to resume the payment.
  • For recurring payment via Internet Banking or JomPAY, policyholder is required to set-up the recurring option through their Online Banking.
  •  

    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:

    1. During the LOA submission where they are required to select and tick the Opt Out Option from the DPP Instalment Plan
    2. Write in to opt out from the DPP Instalment Plan during the deferment period.

    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:

    1. Policyholder to register / login to e-Connect
    2. Retrieve the Deferment of Premium Payment (DPP) Application Form in e-Connect
    3. Submit the completed form and supporting documents through My Mailbox in e-Connect

    Important Note:

    1. Mobile number and email address is mandatory when completing the form.
    2. For the convenience and to reduce movement of policyholders, submission of DPP Application Form is through e-Connect and we DO NOT accept application form over the service counter across branches and Head Office.
    3. Common rejection reasons on DPP application request:
    • Incomplete or no supporting documents (s)
    • DPP Application Form received is more than 30 days from the next premium due date.
    • Policy premium is NOT paid up to current due date as of the application date.

    What are the documents required?

    • Application Form
    • A report or letter certified by a Doctor at any of the Ministry of Health Malaysia designated hospitals confirming Covid-19 infection of the policyholder or;
    • A report or letter certified by a Doctor confirming home quarantined is required due to Covid-19 potential infection of the policyholder; or
    • Employer’s letter of salary reduction or termination/retrenchment; or
    • Letter or evidence of commission reduction; or
    • Evidence on loss of income for business, e.g. closure of food court or shops, drops in business revenue, etc.; or
    • Any other document or evidence that can substantiate the application.

    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:

    1. Reduce sum assured for the basic plan and Basic Investment Premium (BIP)
    2. Reduce sum assured and rider(s) term coverage
    3. Downgrade the rider(s) plan
    4. Cancel rider(s) / supplementary benefit(s)
    5. Change the policy’s payment frequency to “monthly” mode
    6. Change the policy’s survival benefit and cash bonus option to pay the outstanding premium(s)
    7. One-time withdrawal from survival benefit / cash bonus to pay the outstanding premium(s)
    8. Convert the policy to Paid-Up Assurance / Extended Term Assurancee

    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 covid19relief@greateasternlife.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:

    • Change/update of address
    • Change/update contact number
    • Change/update email address

    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:

    1. Guarantee Letter (GL) to hospital will be paid to hospital in full and no deduction of pending premium.
    2. Reimbursement claims will be processed in accordance to the existing policy coverage, subject to terms and conditions.

    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.

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    Disbursement of Policy Benefits Payout via Direct Credit

    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)

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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:-

    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:-

    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. Premium Paid Statement - statement is now available via e-Connect
    2. Investment-Linked Policy (ILP) Annual Statement
    3. Investment-Linked Annual Sustainability Statement
    4. Reversionary Bonus (RB) Annual Statement
    5. Cash Bonus Statement
    6. Universal Life Annual Statement
    7. Universal Life Annual Sustainability Statement

    Click here to login to e-Connect and retreive your statement.
    Click here for e-Statement guide.

    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.

    How do I sign up for e-Connect?
    To sign up as e-Connect user, login to e-Connect website at econnect-my.greateasternlife.com. Please click here on e-Connect guide.

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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?
    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.

    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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    Investment Linked Policy Guide

    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. 

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    Insufficient Investment Value Notification

    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:

    1. Login to e-Connect.
    2. Click on the "My Document" tab
    3. Select "Document Type: Insufficient Investment Value Notification".

    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.

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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 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:

    • Asking the assistance of your Life Planning Advisor
    • Mail your request to our Head Office address or your nearest branch
    • 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

    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
    Indebtedness with interest (IL Invest Assure Rider & IL Cash Assure Rider)

    6.4% per annum effective 1st January 2021

    Late Premium Interest (Great Universal Life)

    2.5%

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

    2%

    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
    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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    Third Party Payor

    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:

    • Complete the Customer Details Form for Third Party Payor (available from our payment counter and website)
    • Photocopy of the Third Party Payor’s identity document (e.g. NRIC, passport) – not require if the third party payor is an entity or company.

    This is applicable to all types of payment (cash, cheque, credit/debit card) regardless of amount using the following payment channels:

    1. Payment counters at Great Eastern office
    2. By mail (cheque) to Great Eastern office
    3. EasiPay Service form for credit card auto-debit using third party’s credit/debit card

    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:

    • Proposer
    • Life Assured
    • Absolute Assignee
    • Intermediaries (agents, brokers and financial advisers)

    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:

    No.

    Payment Channel

    Details

    1.

    Appointed banks’ counter

    OCBC Bank, Public Bank and Bank Simpanan Nasional (BSN)

    2.

    Internet Banking

    OCBC Bank, Maybank, Public Bank, CIMB Bank, RHB Bank and Bank Simpanan Nasional (BSN)

    3.

    Online payment via e-Connect (customer’s portal)

    e-Connect

    4.

    JomPAY

    JomPAY

    5.

    Bank’s Standing Instruction

    GIRO, Direct Debit Authorisation or Banker’s Order

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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 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

    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.

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    Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd