Great Eastern assures customers of its full commitment to service support as insurance remains essential service
SINGAPORE, 3 April 2020 – In response to the latest government advisories issued today, leading insurer Great Eastern today reiterated that it is fully committed to continue providing quality services to its customers.
Khor Hock Seng, Group CEO said: “Against the backdrop of the escalating COVID-19 pandemic, we want to assure our customers that we are 100% committed to supporting their insurance needs as their insurer of choice.
We will ensure quality customer services continue under current circumstances, even as we observe the tighter measures and guidance given by the government, and have taken the necessary steps to remain accessible through a number of touchpoints”.
Continuing Customer Service Support
Services will continue to operate such as those related to the submission, review and disbursement of customer claims, processing of new policy applications and the renewal of policies. Customer service hotlines will operate as usual from 9.00am to 5.30pm, Mondays to Fridays excluding public holidays, and our customer service representatives are also contactable on email at email@example.com.
With effect from Tuesday 7 April, Customer Service support will be centralised in one location at Great Eastern Centre, 1 Pickering Street, on a by-appointment basis only. Customers can call in our hotline on 1800 248 2888/ +65 6248 2888 to schedule their appointments prior, and are advised to visit our service centre only for urgent matters.
Our financial representatives will also remain accessible and responsive to customers who require their assistance.
Customers can access a number of online services via Great Eastern’s E-Connect platform such as to view their policy information and perform selected policy transactions.
Integrated Shield Plan policyholders may use our Health Connect call-in service for their medical insurance needs, such as pre-authorisation for bills and specialist appointments. Outpatient video medical consultations with Doctor Anywhere are also available at preferred rates, if customers prefer to avoid visiting GP clinics during this period.
Deferment of Premium Payments
As announced earlier this week, we will extend a six-month grace period for life insurance premium payments for customers whose incomes and livelihoods are affected by the COVID-19 pandemic, to help ensure their policy coverage continues uninterrupted.
Customers with queries or seeking to apply for the deferment of their premium payments can contact their financial representative, or our dedicated hotline number on +65 6839 4565 from 9.00am to 5.30pm, Mondays to Fridays excluding public holidays, or email us at DPPfirstname.lastname@example.org.
Businesses who are Great Eastern’s general insurance customers can apply for assistance with instalment plan payments.
Helping our Customers & the Community
Great Eastern has put aside S$1 million to assist customers with hospitalisation costs if affected by COVID-19 through its Customer Care Fund*. On a national level, it has contributed S$200,000 to provide financial assistance to those in local community through the Courage Fund.
*The Great Eastern COVID-19 Customer Care Fund is available until end-2020 to help customers and/or their immediate family members who are hospitalised due to COVID-19, providing a daily S$200 hospitalisation cash benefit up to 60 days, and in the unfortunate event that death occurs, a lump sum pay out of S$20,000. More information on www.greateasternlife.com
About Great Eastern
Founded in 1908, Great Eastern is a well-established market leader and trusted brand in Singapore and Malaysia. With over S$90 billion in assets and more than 8 million policyholders, including 5 million from government schemes, it provides insurance solutions to customers through three successful distribution channels – a tied agency force, bancassurance, and financial advisory firm Great Eastern Financial Advisers. The Group also operates in Indonesia and Brunei and has a presence in China as well as a representative office in Myanmar.
The Great Eastern Life Assurance Company Limited and Great Eastern General Insurance Limited have been assigned the financial strength and counterparty credit ratings of "AA-" by Standard and Poor's since 2010, one of the highest among Asian life insurance companies. Great Eastern's asset management subsidiary, Lion Global Investors Limited, is one of the largest private sector asset management companies in Southeast Asia.
Great Eastern is a subsidiary of OCBC Bank, the longest established Singapore bank, formed in 1932. It is now the second largest financial services group in Southeast Asia by assets and one of the world’s most highly-rated banks, with an Aa1 rating from Moody’s. Recognised for its financial strength and stability, OCBC Bank is consistently ranked among the World’s Top 50 Safest Banks by Global Finance and has been named Best Managed Bank in Singapore by The Asian Banker.
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VP, Group Corporate Communications
AVP, Group Corporate Communications