Auto-Extension of Coverage
Assignment of Policy
Credit Card Services
Change of signature via e-Connect
Disbursement of Policy Benefits Payout via Direct Credit
e-PAY
e-Statement
Epayment
Freelook Period
Investment Linked Policy Guide
Insufficient Investment Value Notification
Increase of Total and Permanent Disability (TPD) Limit up to RM10 million per life
Non-forfeiture Option
Nomination
Opt-In Medical Campaign
Portfolio Withdrawal Condition
Removal of Overall Lifetime Limit for SmartMedic Xtra and SmartMedic Xtra 99
Surrender
Third Party Payor
Unclaimed Money
Updating of New (12-digit) Identity Card Number/Latest Passport Details/Other Personal Details
I have received telephone call from 03-7611xxxx. Is this a valid telephone number from Great Eastern?
Yes, the telephone numbers are valid. These are dedicated telephone numbers currently used by Great Eastern to perform call out for this Auto-Extension of Coverage exercise.
What is the purpose of this call?
The call objective is to provide information and details on the features of Auto-Extension of Coverage to the impacted policyholder.
Do I need to provide any information to the person who call me?
No, you do not need to provide any personal information during the call.
We will not request for any update or information from the policyholders.
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:
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.
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.
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:
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?
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.
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).
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 |
|
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 wecare-my@greateasternlife.com
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.
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. For the latest information on the Automatic Premium Loan Interest Rate, please refer to the “What is the interest rates?” table below. Please take note that the 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:
Procedures
Upon receipt of your request, we will inform you of the loan available and the requirements. The requirements are:
Description |
Current Rate (% per annum) |
|---|---|
Policy Loan interest |
6.3% per annum effective 1st January 2022 |
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 |
6.3% per annum effective 1st January 2022 |
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) |
6.3% per annum effective 1st July 2022 |
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 |
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.
Please complete all pages (page 1-page 4) of nomination form together with your wet ink signature and duly witnessed by disinterest party before submission the form to HO /branches for processing.
What does Opt-In Medical Campaign offer?
The “Opt-In Medical Campaign” offers the option to include the following new coverage/ benefits to your main medical plan/ rider without medical underwriting, with additional premium as stated below. By opting in, any secondary medical rider(s) attached to your main medical plan/ rider will also be provided with COVID-19 medical coverage. An endorsement on the new coverage/ benefits will be provided to customers who have chosen to opt in.
New Coverage/ Benefits |
Details |
|---|---|
Unlimited number of days for Hospital Room and Board |
As charged, subject to the hospital room and board limit. |
Intensive Care Unit (ICU) |
As charged, up to a maximum of 200 days per policy year. |
Post-Hospitalisation Home Nursing Care |
As charged, up to RM8,000 per disability and 200 days per lifetime. Within 200 days after discharge. |
Medical Report Fee |
As charged, up to a maximum of RM200 per admission for inpatient treatment or per disability for outpatient treatment. |
COVID-19 Medical Coverage |
COVID-19 medical coverage for life assured who is fully vaccinated or ineligible unvaccinated. |
Additional Premium:
Occupation Class |
Additional Premium (per year) |
|---|---|
1 & 2 |
RM30 |
3 |
RM38 |
4 |
RM45 |
Notes:
1. In cases where premium payments are made other than annual premium, premium modal factors are to be applied to determine the revised modal premium (including the additional premium for this Campaign)
2. The additional premium will also be subject to the health extra of the policy, if applicable.
3. For Investment-linked policies under premium waived status, a Single Premium Top-Up (SPTU) will be required instead of the additional premium
When is the offer period?
The offer period for this “Opt-In Medical Campaign” is from 20 November 2023 to 31 December 2023.
Who is eligible for this “Opt-In Medical Campaign”?
This “Opt-In Medical Campaign” is eligible to all existing life assureds where their medical plan/ rider has the exclusion on communicable disease requiring quarantine by law.
The list of eligible medical plans is shown in the table below:
Eligible Medical Plans |
||||
|---|---|---|---|---|
SmartMedic Million U191 – U194 |
Great Medic Shield H219 – H220 |
SmartMedic Xtra U158 – U161 |
SmartMedic U153 – U157 |
Smart Extender Max U171 – U174 |
Great Medic Xtra H213 – H215
|
SmartPremier Health U115 – U118
|
SmartPremier Health 99 V115 – V118
|
SmartMedic Xtra U119 – U122 |
SmartMedic Xtra 99 V119 – V122
|
SmartMedic U65 – U69 |
SmartMedic 99 V65 – V69
|
Smart Extender Max U123 – U126 |
Smart Extender Max 99 V123 – V126 |
Great MediCare 2 H209 – H212 |
Great MediCare 2 Rider H38 – H41 |
Great MediCare H24 – H27 |
Great MediCare Rider H29 –H32 |
Great MediCare H200 – H203 |
Great Health Care H20 – H23 H55 – H58 |
IL HealthCare Benefit U40 – U44
|
IL HealthCare Benefit U53 – U57
|
IL Health Protector* U35 – U38 |
Great Health Direct H216 (Direct) |
MediLife Saver Plan** MM01 – MM04 MM08 – MM11 |
Conversion GMC2 R101 – R104 R151 – R154 R202 – R204 R303 – R304 |
|
|
|
|
*Only for policies with submission on or after 01 March 2005 which have the exclusion clause of communicable disease.
**The opt-in for MediLife Saver Plan will be available at a later stage.
The COVID-19 coverage will also apply to the secondary medical rider if you have opted-in for the coverage above under the primary medical plan. The secondary medical riders are listed below:
Eligible Secondary Medical Plans for COVID-19 Coverage |
||||
|---|---|---|---|---|
SmartMedic Million Extender Special U195 |
SmartMedic Million Extender U196 |
SmartMedic Million Plus U197 – U200 |
Great Medic Million Extender H65 – H66
|
SmartMedic Enhancer U167 – U169
|
Smart Extender U130 – U139 U162 – U166 |
Smart Extender 99 V132 – V139
|
Great Extender H59 – H61 |
SmartMedic Enhancer U110 – U112 |
SmartMedic Enhancer 99 V110 – V112 |
For COVID-19 coverage, the treatment is only for fully vaccinated and ineligible unvaccinated. What is the definition of “fully vaccinated” and “ineligible unvaccinated”?
“Fully Vaccinated” means the life assured has received the required COVID-19 vaccine and/or booster dose(s), where applicable, as determined by the Ministry of Health (MOH) of Malaysia at the time of hospitalisation.
“Ineligible Unvaccinated” means in relation to a COVID-19 vaccine, a life assured who is ineligible for vaccination due to medical reasons or a life assured who is outside the parameters for vaccination as determined by the MOH of Malaysia at the time of hospitalisation.
What do I need to do if I want to accept this offer?
For policyholder who receives the invitation via electronic communication letter, you may accept the offer through our customer portal. Kindly refer to attached Appendix 1 for the step-by-step guide.
Why I am not able to select multiple policies to include the new coverage/ benefits in eConnect?
Please be advised that you can only select ONE policy at a time due to different scenarios, e.g. difference in premiums, policy sustainability, option offered, etc.
Do I need to pay additional premium upon signing up for this offer?
Yes. To enjoy the new coverage/ benefits, you are required to pay additional premium as stated above.
If my policy is attached with premium waiver rider(s) and/or payer benefit rider(s), how will the additional premium amount impact my premium waiver rider(s) and/or payer benefit rider(s)?
For policies with waiver and/or payer riders attached, sum assured for these riders will NOT be adjusted by the same quantum of the additional premium amount.
When will this coverage/ benefits be effective upon my acceptance of this offer?
For Investment-linked Plan
The new premium will take effect from next premium due date. The insurance charges for the new coverage/ benefits inclusion will be charged from the next monthly insurance charge due date.
For Traditional Plan (Standalone Medical Plan/ Rider)
The new premium and coverage/ benefits will take effect from “Next Premium Due Date/ Next Policy Anniversary”, subject to the type of your medical plan/rider.
Example 1 (Standalone – Yearly Renewable Term Plan):
Policyholder has a Great Healthcare medical plan with policy anniversary falling on 15 March of every year and accepts the offer on 01/12/2023 before the next policy anniversary date on 15/03/2024, and premium for year 2024 has not been paid.
The new premium and new coverage/ benefits will be effective from 15/03/2024 (“Next Policy Anniversary Date”) onwards.
Example 2 (Standalone – Yearly Renewable Term Plan):
Policyholder has Great Healthcare medical plan with policy anniversary falling on 15 September of every year and accepts the offer on 15/12/2023 after the policy anniversary in year 2023 (i.e. 15/09/2023), and premium for year 2023 has been paid.
The new premium and new coverage/ benefits will be effective from 15/09/2024 (“Next Policy Anniversary Date”) onwards.
Example 3 (Standalone – Non Yearly Renewable Term Plan):
Policyholder has a Great Medic Xtra medical plan with policy anniversary falling on 1 December of every year and on half-yearly payment mode (i.e. premium will due on 1 December and 1 June of every year). The Policyholder accepts the offer on 15/12/2023 before the next premium due date on 01/12/2023) and premium due on 01/12/2023 has not been paid.
The new premium and new coverage/ benefits will be effective from 01/12/2023 (“Next Premium Due Date”) onwards.
Example 4 (Standalone – Non Yearly Renewable Term Plan):
Policyholder has a Great Medic Xtra medical plan with policy anniversary falling on 1 September of every year and on half-yearly payment mode (i.e. premium will due on 1 September and 1 March of every year). The Policyholder accepts the offer on 15/12/2023 (i.e. after the premium due date on 01/09/2023) and premium due on 01/09/2023 has been paid.
The new premium and new coverage/ benefits will be effective from 01/03/2024 (“Next Premium Due Date”) onwards.
If my policy is under premium holiday, am I required to clear all the overdue premiums before accepting this offer?
No. However, in order to sustain your policy up to its full contractual term/maturity term, we strongly encourage you to settle all overdue premiums before accepting this offer.
My policy has been terminated/lapsed, am I still eligible to sign up for this offer?
For policy that has been terminated/lapsed, you are not eligible for this offer.
How will this coverage/benefits inclusion affect my policy sustainability?
The additional premium quoted is sufficient to cover the insurance charges for this new coverage/benefits. However, it is also subject to any revision on the insurance charges, any change in occupation class and other policy changes that may affect your policy sustainability. You may refer to the Annual Sustainability Notice for your Investment Linked policy sent to you every year to view your policy sustainability status.
What can I do if I wish to sustain my policy till its full contractual term/maturity term?
You may complete the “Investment-Linked Plans: Application Form for Amendment” (PSF06A) to increase your regular premium or to perform Single Premium Top Up (SPTU) as suggested in the Sustainability Notice. Once completed, kindly return the completed form to us together with payment.
If I could not afford to increase the suggested amount in the sustainability notice, how would I know how long my policy may be sustained for?
Please refer to the Annual Sustainability Notice for your Investment Linked policy sent to you every year to view your policy sustainability status.
Is there any waiting period for the new coverage/benefits upon my acceptance of this offer?
No, there is no waiting period applicable for the new coverage/benefits.
What will happen if I do not respond before the end date of the offer period? Will I be able to accept this offer in the future?
This is a limited period offer. Any request to accept this offer after the end of offer period will not be accepted.
Can I cancel the new coverage/benefits after my acceptance of this offer?
No. You are not allowed to cancel the new coverage/benefits after accepting this offer. However, you can drop your primary medical plan to cancel the new coverage/benefits.
Appendix 1
Step-by-Step Guide for Accepting the Offer via Customer Portal
Important Note:
The answers provided to the FAQs herein set out how this Opt-In Medical Campaign will be administered by Great Eastern Life Assurance (Malaysia) Berhad.
The terms “Great Eastern” and “Company” shall refer to Great Eastern Life Assurance (Malaysia) Berhad.
The information set out in this FAQ is correct as at 20 November 2023.
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.
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.
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.
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:
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) |
|
4. |
JomPAY |
|
5. |
Bank’s Standing Instruction |
GIRO, Direct Debit Authorisation or Banker’s Order |
Why Great Eastern Life sent my money to the Registrar of Unclaimed Money?
Payment that was 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 refer below option:
1) You may proceed via online submission eGumis https://ewtd.anm.gov.my
***Criteria to apply via online:-
2) Proceed via manual submission.
a) Requirement from Policyholder (Only if there’s any discrepancy on name / identity card number)
*Note: please write-in to us by providing the policy number, identity card number & name of the Assured
b) Requirement from Next of Kin/Administrator/Executor
Additional document:
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:
For Individual
For Company
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 RM2,000.00 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 documents to the Registrar of Unclaimed Money:
After submitting the documents to the Registrar of Unclaimed Money, how do I check the application status?
You may contact Registrar of Unclaimed Money directly at:
Bahagian Pengurusan Wang Tak Dituntut
Jabatan Akauntan Negara Malaysia
Aras 1, Blok Utara , Perbendaharaan 2
Kompleks Kementerian Kewangan
No 7 Persiaran Perdana
Presint 2
62594 Putrajaya
Tel: +603-8882 1000
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 theirs 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 https://ewtd.anm.gov.my
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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