| Reopening of Customer Service Centres on Appointment Basis Our Customer Service Centres will reopen on 2 June 2020 by appointment only. In line with the safe distancing measures, we will ensure strict safe measures are in place for the safety of our customers. For your health and well-being, we encourage you to visit our centres only for urgent matters. You can make an appointment to visit us at least one working day in advance. We may contact you prior to your appointment to resolve your queries over the phone. You can also visit e-Connect to view your policy information and perform selected transactions. Our Customer Service hotline is available from 900am to 530pm, Mondays to Fridays excluding public holidays, or you can email us at wecare-sg@greateasternlife.com. |
At Great Eastern Life, we believe in building meaningful relationships with our customers and partners.
Contact us by phone or visit us in person at our customer service centre, using the information provided below. We are always pleased to receive your enquiry or feedback.
Caution: Email is not a secure method of communication. Details of your name, e-mail address and any other personal information about you which you include could be intercepted or lost.
For any concerns on your policy or our services, kindly fill up this Feedback Form. Alternatively, you can email directly to Customer Service at Wecare-SG@greateasternlife.com.
We aim to resolve your feedback & complaints professionally and fairly within our established service standards as follows:
| Progress of Resolution / Investigation | Service Standards* |
|---|---|
| Provide acknowledgement reply | T+2 working days |
| Provide final resolution | T+14 working days |
| Resolution exceeding (T+14 working days) | Interim reply will be sent by T+14 working days, and every subsequent 14 working days, until final resolution given |
* "T" denotes the date of receipt of the complaint.
In the event that our final resolution is not to your satisfaction, and you wish to seek a third party opinion, we would suggest that you approach the Financial Industry Disputes Resolution Centre (FIDReC) for an independent assessment of your case. FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. Its address is listed below:-
36 Robinson Road
#15-01
City House
Singapore 068877
Tel: (65) 6327 8878, Fax: (65) 6327 8488
Email: info@fidrec.com.sg
Thank you for insuring with Great Eastern.
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