OUR COMMITMENT TO PROVIDE EASY ACCESSIBLILITY
At Great Eastern General Insurance, we provide the convenience of direct after-sales servicing via the following touch points:
Customer Service Centre
Customer Service Hotline
|Toll free no.||: 1300-1300 88 (Press 2 for General Insurance)|
|General no.||: +603 4259 8888 (Calling from Overseas)|
|Fax||: +603 4813 0055|
Claims Service Hotline
|Toll free no.||: 1300-13-1088|
|Fax||: +603 2786 1028|
OUR COMMITMENT TO FEEDBACKS AND COMPLAINTS
We welcome and encourage all feedbacks and complaints as opportunities to understand the insurance needs of individuals and business better.
You may address all feedbacks, concerns or complaints by contacting or write to:
Complaints Handling Unit
|Tel No.||: +603 4259 7828|
|Fax No.||: +603 4813 0055|
|CS Toll-free No||: 1300 1300 88 (Press 2 for General Insurance)|
OUR COMMITMENT TO KNOW OUR CUSTOMER
RELIABLE AND QUALITY SERVICES
We are committed at all times towards providing reliable and quality services to our customers, agents and business partners. We will ensure that all personnel and staff involved in providing these services have the necessary expertise, training and skills. We will endeavor to offer services that are tailored to your needs. We will achieve this by fully understanding your goals and objectives while ensuring service standards that are consistent and efficient.
UNDERSTANDING CUSTOMERS” NEEDS
In order to understand the customers’ profile adequately, we as well our agents shall listen attentively to our customers. Acknowledge and properly understand our customers’ needs and preferences. Ask for requisite information and documents to advise our customers accordingly and in accordance with the Industry’s Code of Practice on the Personal Data Protection Act 2010. Always offer options of suitable products and services to meet the customers’ needs and wants.
STATEMENT OF PRIVACY PROTECTION OF DATA GIVEN
INFORMATION WE COLLECT & HOW THE INFORMATION IS USED
When you sign up for a new policy or register for our services, we ask you for your personal particulars via various modes of communication (e.g. electronic form transmission, hardcopy form filling, etc.) such as your contact details, amongst other information. Whenever we collect this personal information from you, we will make a reference to this policy. We limit the collection and use of personal information to what is necessary to administer our business, to offer the best possible range of financial plans, products and /or to deliver superior service to you.
SECURITY POLICY & FEATURES
We have adopted strict security measures to prevent unauthorized access which could result in the alteration, destruction, theft of data or compromise the confidentiality of our customer, or agent or business partner's data. Our web utilizes commercially proven security hardware and software products in our system, network and application infrastructure. These security products include routers, firewalls, secured operating system, authentication processes, encryption technology, etc. Please note that you play a part in system security as well. Although we exercise every reasonable effort to provide a variety of safe, secure and reliable system, we do not have control over the computer, computer software, systems and other incidentals used by you to access the system and your action to transmit your data over the internet to other website cannot be guaranteed, warranted or represented to be absolutely secured by our company.
SHARING OF INFORMATION
We will not disclose your personal information to others unless we have obtained your prior authorization. We do reserve the right to disclose or report personal information in limited circumstances where we believe in good faith that disclosure is required under any law, regulation, guidelines or directives (whether or not having the force of law), to cooperate with regulators, law enforcement authorities or any authority having jurisdiction over us, or to enforce and protect our rights or property.
To ensure that you benefit from the full range of insurance plans, products and/or services as well as other opportunities, we may from time to time share your personal information with our agents, affiliated or member companies within our Group and/or other business partners. In such circumstances, we protect that personal information with a confidentiality agreement and these entities must conform to our privacy standards so that confidentiality of the information is always upheld.
OUR COMMITMENT TO SERVICE STANDARDS
Counter / Branches :-
Call-in Customer :-
Written (Email, Fax, Letter & Social Media) :-
Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.
OUR COMMITMENT TO POLICY SERVICING
Policy Issuance for New and Existing Customer :-
Change of Policy Details / Reissuance Upon Lapse / Endorsement :-
Renewal Notice Issuance :-
Cancellation/ Surrendering of Policy (Including Refund of Premium):-
OUR COMMITMENT TO FEEDBACKS AND COMPLAINTS
RECORDING OF COMPLAINTS / FEEDBACK
RESPONSE TO COMPLAINTS
EXTERNAL RESOURCES FOR CUSTOMERS' ENQUIRIES / COMPLAINTS
If you are not satisfied with the response or the decision of our Company, you may submit your complaint either to the Ombudsman for Financial Services (OFS) ~formerly known as Financial Mediation Bureau (FMB), within 6 months from the date of our Company's final decision or to Bank Negara Malaysia (BNM).
Should you need further clarifications on the proper avenue to refer your complaint in regards to OFS or BNM, you may contact our Complaint Handling Unit.
The following are the contact details for OFS and BNM.
Ombudsman for Financial Services
(Formerly known as Financial Mediation Bureau)
|Level 14, Main Block, Menara Takaful Malaysia, No4, Jalan Sultan Sulaiman, 50000 Kuala Lumpur|
|Tel||: +603 2272 2811|
|Fax||: +603 2272 1577|
Bank Negara Malaysia
Laman Informasi Nasihat dan Khidmat (BNMLINK)
Walk-in Customer Service Centre
Ground Floor, D Block,
Jalan Dato’ Onn,
50480 Kuala Lumpur
Contact Centre (BNMTELELINK)
Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur
|Tel||: 1300-88 5465 (Overseas: +603 2174 1717)|
|Fax||: +603 2174 1515|
OUR COMMITMENT TO CLAIMS SETTLEMENT
RESPONSE TO CLAIMS
OUR COMMITMENT OF TREATING CUSTOMER FAIRLY
Great Eastern General Insurance (Malaysia) Berhad (GEGM) is committed to delivering excellent service that is responsive to the needs of our customers. In an organization with the mission of making life great by providing financial security, and promoting good health and meaningful relationships, fair dealing towards our customers and treating them fairly should feature strongly in the way we do business.
The Chairman, The board and Senior Management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.
To protect the interests and financial well-being of our financial consumers following the 6 Principles as below:
The Board and Senior Management must set clear expectations on Fair Treatment of Financial Consumer (“FTFC”) and ensure that this is embedded in the FSP’s corporate culture and core values.
FSP must ensure that financial consumers are provided with fair terms in contracts with financial consumers.
FSP must provide financial consumers with clear, relevant and timely information on financial services and products.
FSP must ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with financial consumers.
FSP must take reasonable care to ensure the suitability of advice and recommendations provided to financial consumers.
FSP must handle financial consumer complaints and claims promptly, fairly and effectively.