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Frequently Asked Questions (UPGREAT)


General

1. What is UPGREAT?

UPGREAT is a rewards platform that allows all to enjoy greater deals and offers every day.


2. Who can sign up for UPGREAT and is it free?

UPGREAT is free for all to use. If you register in UPGREAT as a Great Eastern customer, you will be able to enjoy more deals.


3. How do I sign up for an UPGREAT account?

Download UPGREAT from the respective app store. Once downloaded, tap on “Sign up”, enter a valid email address and create a password. If you are a Great Eastern customer, please register and follow the steps as indicated within the app.


4. I am registered as a GETGREAT customer, can I have a different email signup in UPGREAT?

IMPORTANT Note: Please ensure your GETGREAT email and your UPGREAT email is the same.


5. I have difficulties in downloading UPGREAT. What can I do?

Please use the latest software version of your mobile phone. UPGREAT is compatible with:

  • iOS 9 and above
  • Android OS 6 and above.  

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Account Related

1. I want to change my name on UPGREAT, how do I do it?

Please write in to upgreat-sg@greateasternlife.com


2. If my UPGREAT account email address differs from my GETGREAT, what can I do?

You must ensure your UPGREAT and GETGREAT accounts are using the same email address.  In the event you are using different emails, you must recreate one of the accounts with your preferred email address.


3. What should I do if I have forgotten my password?

Go to the login screen and tap “Forget password”.


4. How do I reset my password?

To reset password, tap on “Forget password” at the login screen.


5. Can I delete my UPGREAT account?

Your UPGREAT account will be deleted automatically if it is inactive for 18 months.


6. How do I update my details? E.g. Phone number

To update your personal particulars, tap on “Manage Account” under “Me” tab.

For update of mobile number, kindly contact Customer Service

By Email: wecare-sg@greateasternlife.com

By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Mon – Fri.


7. Will my details in UPGREAT be updated in my other Great Eastern’s account(s)?

Any changes in your UPGREAT account will only be reflected in the app and not in your other Great Eastern policies/certificates.

Please update your personal details for your policies/certificates. You can contact your Financial Representatives or Customer Service.

By Email: wecare-sg@greateasternlife.com

By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Mon – Fri.


8. How do I verify myself as a Great Eastern policyholder in UPGREAT?

You may verify yourself after you have successfully created your account by tapping “verify now”. Otherwise, you may tap on “verify as a Great Eastern Customer” under “Me” tab.


9. How do I know if my UPGREAT account is linked with my Great Eastern policy?

Tap on “Manage My Account” under “Me” tab, tap “manage” My Great Eastern ID account and enter your log in credential, check that your user status is “Main”. The “Main” status identifies you as a Great Eastern policyholder within the UPGREAT app.


10. Can I have more than one UPGREAT account?

No, you are not allowed to have more than one UPGREAT account.  

Great Eastern reserves the rights to disable, delete, or suspend your account if you invent a false persona or misrepresent your real identity.

Once your account is disabled, deleted, or suspended, you will not be allowed to create another account without our permission.

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Technical Related


1. I can’t log in, what should I do?

Please ensure:

  • You have already signed up for an UPGREAT account
  • You have entered a valid and correct email address (UPGREAT and GETGREAT must have the same email address)
  • You have entered a correct password

If the issue persist, please contact us:

By Email: wecare-sg@greateasternlife.com

By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Mon – Fri.


2. What should I do if my account is locked?

Please tap on “Forget password” and enter the email address used during sign up. Check your mailbox and/or junk box for instructions to reset your password.


3. During the verification as a Great Eastern policyholder, I did not receive the OTP (One-Time Password).

Please check:

  • The mobile number shown in the verification process is correct
  • You have a good mobile network coverage

If the mobile number indicated in the verification process differs from your current mobile number, please contact us.

By Email: wecare-sg@greateasternlife.com

By Phone:

1800 248 2888 (for local calls)

+65 6248 2888 (for overseas calls)

9am – 5.30pm, Mon – Fri.


4. The UPGREAT app is not working, what should I do?

  • Check that you have the most updated version of UPGREAT
  • Check that your iOS / Android OS is updated to support the app
  • Try restarting your mobile phone
  • If the problem remains unresolved, please contact us at upgreat-sg@greateasternlife.com
     

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Points Related

1. Will my UPGREAT points expire?  

Yes, all UPGREAT points earned/received within the year (January – December) will expire in June the following year.


2. Can my UPGREAT points be extended or brought forward?

No, all UPGREAT points have to be utilised before the expiry date else it will be forfeited.


3. Can I transfer my UPGREAT points to others?

Transferring of UPGREAT points is only applicable for “Main” users. The “Main” users are those who have successfully verified their accounts to identify themselves as a Great Eastern customer. The “Main” status identifies you as a Great Eastern policyholder within the UPGREAT app.


4. I am having problems transferring my UPGREAT points to others.

  • You must be verified as a “Main” user. The “Main” users are those who have successfully verified their accounts to identify themselves as a Great Eastern customer.
  • You may have exceeded your UPGREAT points transfer limit.


5. How many UPGREAT points I can transfer?

You may transfer a maximum of 100,000 UPGREAT points per day.


6. How do I earn more UPGREAT points?

UPGREAT points can be earned through the following:

  • Taking part in GETGREAT activities and redeeming for UPGREAT points (Nov 2018)
  • Lookout for selected future Great Eastern consumer promotions with UPGREAT Points 
  • Shake and Win Promotions
  • Lookout for special activities in UPGREAT that give points


7. How do I redeem my UPGREAT points for rewards?

Tap on “Points Catalogue” at the Home screen to redeem your UPGREAT points for rewards.


8. Will I receive any acknowledgement when I redeem a reward with my UPGREAT points?

Your reward(s) will be found in “My Voucher” tab once you have made a successful redemption with your UPGREAT points.

You may also see that your UPGREAT points have been successfully deducted under “Points History” in “Me” tab.


9. I have accidentally redeemed for the wrong voucher, can I refund or reverse the transaction?

No, all redemptions made on your discretion are non-refundable and irreversible.

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Redemptions/Rewards Related

1. How do I use or redeem my e-voucher?

Select the e-voucher that you want to use and tap on “Use it now”. You may be prompted to perform the following:

  • Scan a QR code (provided by merchant) at the cashier counter
  • Allow the cashier to enter a Merchant Pin
  • Allow the cashier to scan the barcode
  • Enter the promo code upon checking out your cart item

2. What is a merchant pin and where can I obtain it?

Please present the reward to the cashier/staff of the participating store. The cashier/staff will need to verify the e-voucher and will enter a unique “Merchant Pin”.


3. Where can I retrieve my Barcode & Promo Code if I accidentally tapped on “Use it now”?

You may retrieve your Barcode/Promo code from the “Transaction History” in “Me” tab.


4. Can I transfer my e-voucher(s) to someone?

Yes, you may transfer the e-voucher(s) to someone under the condition that the e-voucher(s) is found in “My Vouchers” tab. You will need to have the email address of the person you intend to transfer the e-voucher to.


5. How do I transfer the e-voucher and how do I know if the e-voucher is transferable?

All e-vouchers that are transferable will have a “Gift box” icon. Just tap on the “gift box” icon and enter the email address of the person you intend to send the e-voucher to.


6. How do I know if my friend has received the e-voucher I transferred?

You will receive a notification once your friend has accepted your e-voucher.


7. What happens if my friend did not accept the e-voucher I transferred over?

If your friend decline or did not accept the e-voucher within 3 days, the e-voucher will be returned to you in “My Voucher” tab.


8. What should I do if I entered a wrong email address when transferring the e-voucher?

The e-voucher will be returned to you in “My Voucher” tab within 3 days if left unaccepted.


9. Where can I see all the e-voucher(s) that I have redeemed?

You can view your “transaction history” under the “Me” tab.


10. I saw my e-voucher this morning and when I proceed to redeem, my e-voucher has disappeared. What should I do?

Your e-voucher is no longer in the app due to:

  • E-voucher has expired
  • Reserved e-voucher has expired. *Always check on the e-voucher T&Cs for reservation validity
  • E-voucher has been successfully redeemed


11. Why is my reward not found in UPGREAT “My Vouchers”?

If you have redeemed a reward using your UPGREAT points or won a reward through “Play & Win” and are unable to see your rewards in “My Vouchers” kindly contact us at upgreat-sg@greateasternlife.com

 

12. Do rewards have expiry dates?

Yes, all rewards have an expiry. Please check on the validity of the selected reward.


13. Why am I unable or having problems trying to redeem my e-voucher?

Please check:

  • Internet or 4G connection
  • You have selected the correct store for redemption
  • The correct validation (QR code/Pin) from the Merchant is applied
  • Your e-voucher’s barcode or promo code was not shared and used by others

If the issue persist, kindly contact us at upgreat-sg@greateasternlife.com.


14. Why some of the reward that appears in the Home page cannot be found after I log in.

Some of the rewards are exclusively for Great Eastern policyholders. You must be verified as a “Main” user. The “Main” users are those who have successfully verified their accounts to identify themselves as a Great Eastern customer. Verify yourself by tapping on “verify as a Great Eastern Customer” under “Me” tab.


15. I am a Great Eastern policyholder why I am not eligible for some of the rewards?

Please check that:

  • You must have verified yourself as a Great Eastern Customer under “Me” tab
  • You have met the criteria of the reward listed


16. Why can’t I tap “Reserve & Redeem” button? (Greyed off)

You are unable to tap on the “Reserve & Redeem” button due to:

  • The item has been fully reserved
  • The item are fully redeemed

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Points Conversion Related

1. What is the conversion rate of UPGREAT points to KrisFlyer Miles?

Your UPGREAT points can be converted to KrisFlyer miles (in blocks of 330 miles) at the conversion rate of 1000 UPGREAT points = 330 miles.


2. Are there any charges to convert UPGREAT points to Krisflyer Miles?

There is no fee imposed for each conversion.


3. How long will it take to process my request to convert UPGREAT points to KrisFlyer miles?

It will take approximately 5 – 7 working days.


4. Will I receive any confirmation regarding the successful conversion of my UPGREAT points to KrisFlyer miles?

There is no specific confirmation. You can contact Singapore Airlines KrisFlyer at Tel: 6789 8188 or visit www.krisflyer.com for an update.
 

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Step by Step Guideline


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