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Frequently Asked Questions (Great Eastern Rewards)


General

1.       What is Great Eastern Rewards?

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

2.       Who can sign up for Great Eastern Rewards and is it free?

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

3.       How do I sign up for an account on Great Eastern Rewards App?

Download Great Eastern Rewards 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 Great Eastern Rewards?

IMPORTANT Note: Please ensure your GETGREAT email and your Great Eastern Rewards email is the same as the stars earned in GETGREAT will be converted into GREAT Dollars under the email registered with GETGREAT.

5.      I have difficulties in downloading Great Eastern Rewards App. What can I do?

Please use the latest software version of your mobile phone. Great Eastern Rewards app is compatible with:

a.       iOS 13 and above

b.       Android OS 10 and above.  

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Account Related

1.      I want to change my name on Great Eastern Rewards, how do I do it?

Simply login to your Great Eastern Rewards account to change your name under the “Manage Account”.

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.       If my Great Eastern Rewards account email address differs from my GETGREAT, what can I do?

You must ensure your Great Eastern Rewards and GETGREAT accounts are using the same email address as the stars earned in GETGREAT will be converted into GREAT Dollars under the same email registered with GETGREAT. In the event you are using different emails, you must recreate one of the accounts with your preferred email address.

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

Go to the login screen and tap “Forget password”. An email with the verification code will be sent to your registered email address.

5.       How do I reset my password?

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

6.       Can I delete my Great Eastern Rewards account?

You will not be able to delete your Great Eastern Rewards account. However, your Great Eastern Rewards account will be deleted automatically if it is inactive for 30 months consecutively.

7.       How do I update my details on Great Eastern Rewards? E.g. Phone number

To update your personal particulars, tap on “Manage Account” under “Me” tab. Please note that any personal details changes made via Great Eastern Rewards will only be reflected in the app and not in your other Great Eastern policies/certificate.

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

Any changes in your Great Eastern Rewards 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.

9.       How do I verify myself as a Great Eastern policyholder in Great Eastern Rewards?

You may verify yourself after you have successfully created your account by tapping “Verify as Great Eastern Policyholder” under the “Me” tab.

 

Step by Step Guide:

To synchronize your Great Eastern Rewards account:

a.      Select “Me” at the bottom tab

b.      Select “Verify as Great Eastern Customer”

c.      Enter your ID type and ID number

d.      Confirm your mobile number and receive a 6-digit verification code via SMS

e.      Complete verification with your 6-digit verification code

10.   How do I know if I have verified myself as Great Eastern Policyholder?

If you see the “Great Eastern Lion” logo on the top left hand corner on the Great Eastern Rewards app, it means that you have verified yourself as Great Eastern Policyholder.

11.   Can I have more than one Great Eastern Rewards account?

No, you are not allowed to have more than one Great Eastern Rewards 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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Biometric Login Related:

1.       What is Biometric Login on Great Eastern Rewards app?

Biometric Login is a fingerprint or face recognition feature available to securely access your Great Eastern Rewards account without having to key in your Great ID and password. This feature is readily available for iPhone and selected Android devices that support the Biometric Function.

2.       Do I need to register for this function on Great Eastern Rewards app? If yes, how do I register?

You will need to enable the Biometric Login function on your Great Eastern Rewards app in order to use this as your Login method.

Step- by-Step guide:

a.       Launch your Great Eastern Rewards App

b.       Login to your Great Eastern Rewards account by keying in your Great ID and Password

c.       Once you have Login, you will be prompted to set-up the Biometric Login Function

d.       Click “Yes” and place your Finger on the “Home/Screen” to scan your Fingerprint or Click “Yes” and place your phone in front of your face for facial recognition.

3.       How do I know if I have successfully activated my Biometric Login on my Great Eastern Rewards account?

Once you have activated Biometric Login function on your device, you should be able to see message “Authentication successful, Biometric Login is now enabled”. Alternatively, you may check under the “Me” tab to ensure that the Biometric Login toggle is “ON”.

4.       When I launched the updated version of the Great Eastern Rewards app, I received a pop-up message “You have been logged out from this session. Please Login again” or “An error has occurred”. What should I do? This is before any Biometric Login has been done.

Please tap “OK” and proceed to Login. Once you have Login to your Great Eastern Rewards account, you will be prompted to set-up the Biometric Login function for your subsequent Login.

5.       Why am I unable to enrol the Biometric Login function?

Biometric Login on Great Eastern Rewards will only be applicable for devices that support the Biometric function. Biometric Login is only supported on Great Eastern Rewards app version 2.8.0 onwards.

6.       Is there another way I can enable Biometric Login?

You can go to the “Me” tab and turn on Biometric Login from there.

7.       Can I disable the Biometric Login function?

You can disable the Biometric Login function whenever you like. Simply Login to your Great Eastern Rewards account and deactivate the function under the “Me” tab.

8.       Do I have to set-up the Biometric Login function when I change a new phone?

You will need to set-up the Biometric Login on your Great Eastern Rewards app if you have changed to a new device.

9.       My fingerprint Login keeps failing; can I still Login to my Great Eastern Rewards account?

You will still be able to Login to your Great Eastern Rewards account. Please key in your device passcode on iPhone and pattern for Android devices to Login to your Great Eastern Rewards account.

10.   Why can’t I enrol biometric login despite having a device that supports it?

Please ensure that you have turned on and configured the biometric function in your device settings.

11.   Why is my biometric enrolment record gone?

When you log in with another account using the same device, your biometric enrolment record on our Great Eastern Rewards application will be wiped. Please ensure that you do not share your device with other users.

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Technical Related:

1.       I can’t log in, what should I do?

Please ensure:

a.       You have already signed up for an Great Eastern Rewards account

b.       You have entered a valid and correct email address (Great Eastern Rewards and GETGREAT must have the same email address)

c.       You have entered a correct password

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

Please check:

a.       The mobile number shown in the verification process is correct

b.       You have 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.

3.       The Great Eastern Rewards app is not working, what should I do?

a.       Check that you have the most updated version of Great Eastern Rewards

b.       Check that your iOS / Android OS is updated to support the app

c.       Try restarting your mobile phone

If the problem remains unresolved, please contact us at rewards-sg@greateasternlife.com

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GREAT Dollars Related:

1.       Will my GREAT Dollars expire?

No, the GREAT Dollars does not have any expiry.

2.       Can I transfer my GREAT Dollars to others?

Transferring of GREAT Dollars is only applicable for users who have successfully verified their accounts to identify themselves as a Great Eastern customer. The “Great Eastern Lion” logo on the top left hand corner on the Great Eastern Rewards app identifies you as a Great Eastern policyholder within the Great Eastern Rewards app.

3.      I am having problems transferring my GREAT Dollars to others.

a.       You must verify your account to identify yourself as a Great Eastern Customer. You will see the “Great Eastern Lion” logo on the top left hand corner on the Great Eastern Rewards app once you have successfully verified yourself as Great Eastern Policyholder.

b.      You may have exceeded your GREAT Dollars transfer limit.

4.       How many GREAT Dollars can transfer?

You may transfer a maximum of 100,000 GREAT Dollars per day.

5.       How do I earn more GREAT Dollars?

GREAT Dollars can be earned through the following:

a.       Purchase selected Great Eastern insurance product(s)

b.       Participate in GETGREAT activities (Applicable only to selected Great Eastern Policyholders)

c.       Other avenues that may be made available to members from time to time

d.       Connect with your servicing Great Eastern Representatives to assist you to top-up and transfer the GREAT Dollars to you for use.

6.       How do I redeem my GREAT Dollars for rewards?

Tap on “GREAT Catalogue” at the Home screen to redeem your GREAT Dollars for rewards.

7.       Will I receive any acknowledgement when I redeem a reward with my GREAT Dollars?

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

You may also see that your GREAT Dollars have been successfully deducted under “GREAT Dollars History” in “Me” tab.

8.       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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Rewards & Redemptions 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:

a.       Scan a QR code (provided by merchant) at the cashier counter

b.       Allow the cashier to enter a Merchant Pin

c.       Allow the cashier to scan the barcode

d.       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 have transferred my GETGREAT stars to GREAT Dollars. I have not received the GREAT Dollars in my Great Eastern Rewards account. What should I do?

Stars transferred from GETGREAT to GREAT Dollars are immediate. To check, tap on your Great Eastern Rewards account “GREAT Dollars History” under the “Me’ tab.

11.   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:

a.       E-voucher has expired

b.       Reserved e-voucher has expired. *Always check on the e-voucher T&Cs for reservation validity

c.       E-voucher has been successfully redeemed

12.   Why is my reward not found in Great Eastern Rewards “My Vouchers”?

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

13.   I can’t find my GREAT Dollars after transferring from GETGREAT to Great Eastern Rewards.

Please ensure that you have sign up / log in with the same email address for your Great Eastern Rewards and GETGREAT accounts as the stars earned in GETGREAT will be converted into GREAT Dollars under the same email registered with GETGREAT.

14.   Do e-vouchers have expiry dates?

Yes, all e-vouchers have an expiry. Please check on the validity of the selected reward.

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

Please check:

a.       Internet or 4G connection

b.       You have selected the correct store for redemption

c.       The correct validation (QR code/Pin) from the Merchant is applied

d.       Your e-voucher’s barcode or promo code was not shared and used by others

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

16.   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 verify your account to identify yourself as a Great Eastern customer. Verify yourself by tapping on “verify as a Great Eastern customer” under the “Me” tab. You will see the “Great Eastern Lion” logo on the top left hand corner on the Great Eastern Rewards app once you have successfully verified yourself as Great Eastern Policyholder.

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

Please check that:

a.       You must have verified yourself as a Great Eastern Customer under “Me” tab

b.       You have met the criteria of the reward listed

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GREAT Dollars Conversion Related:

1.       What is the conversion rate of GREAT Dollars to KrisFlyer Miles?

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

2.       Are there any charges to convert GREAT Dollars to Krisflyer Miles?

There is no fee imposed for each conversion.

3.       How long will it take to process my request to convert GREAT Dollars to KrisFlyer miles?

It will take approximately 5 – 7 working days.

4.       Will I receive any confirmation regarding the successful conversion of my GREAT Dollars 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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GoGreat (DPS Related)

1.        What is the Dependants’ Protection Scheme (DPS)?

DPS was incepted in May 1989 and was administered by CPF Board until it was privatized in September 2005 and will be solely administered by Great Eastern Life from 1 April 2021. From 1 April 2021, Great Eastern Life will be the sole provider of DPS.

It is a term-life insurance scheme which provides insured members and/or their families with some money to get through the first few years should the insured members meet an untimely death, suffer from terminal illness or total permanent disability.

The impact of such an event is far greater when the individual has not yet accumulated enough CPF or other savings to be bequeathed to any dependant(s) reliant on said individual’s income. This is why DPS coverage is automatically extended to all working Singapore Citizens or Permanent Residents, upon a valid CPF working contribution between the age of 21 and 65. members upon their first CPF contribution between age 21 and 60 (age 65 from 1 April 2021).

2.       How do I know if I am eligible for the “GoGreat Specially for DPS” vouchers on the Great Eastern Rewards App?

If you are eligible for the campaign, you will see the “GoGreat Specially for DPS” campaign icon on the Great Eastern Rewards app “Home” tab.

3.       Where can I find my “GoGreat Specially for DPS” vouchers?

You can access the campaign via:

1.       The GoGreat Banner or;

2.       The Bubble “Specially for DPS” via the Explore Great Eastern Rewards under the “Home” tab, or;

3.       Under the campaigns shown on Great Eastern Rewards “Home” tab.

4.       How do I verify myself as a Great Eastern policyholder in Great Eastern Rewards?

You may verify yourself after you have successfully created your account by tapping “Verify as Great Eastern Policyholder” under the “Me” tab.

Step by Step Guide:

To synchronize your GREAT Eastern Rewards account:

a.       Select “Me” at the bottom tab

b.       Select “Verify as Great Eastern Customer”

c.       Enter your ID type and ID number

d.       Confirm your mobile number and receive a 6-digit verification code via SMS

e.       Complete verification with your 6-digit verification code

5.       How do I know if I have successfully verified as a Policyholder on Great Eastern Rewards app?

If you see the Great Eastern Lion logo on the top left hand corner on the Great Eastern Rewards app, it means that you have verified yourself as Great Eastern Policyholder.

6.       I still do not see the “GoGreat Specially for DPS” vouchers in my Great Eastern Rewards account after I have done the verification. What should I do?

Kindly write in to wecare-sg@greateasternlife.com for Great Eastern Customer Service Associate to check by providing your Great ID (Great Eastern Rewards Login Email).

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

Please check:

a.       The mobile number shown in the verification process is correct

b.       You have 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.

8.       How do I use or redeem my DPS 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:

a.       Scan a QR code (provided by merchant) at the cashier counter

b.       Allow the cashier to enter a Merchant Pin

c.       Allow the cashier to scan the barcode

d.       Enter the promo code upon checking out your cart item

9.        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”.

10.   I have redeemed vouchers via “GoGreat Specially for DPS” vouchers. However, I cannot find the voucher code that was given.

Please check your transaction history under the “Me” tab on Great Eastern Rewards app to retrieve the voucher codes assigned.

11.   The voucher I am redeeming states that I have hit the redemption limit. However, I have not used the voucher for my purchases. What should I do?

Please check your transaction history under the “Me” tab on Great Eastern Rewards app to retrieve the voucher code. If you have not used the voucher code on the merchant platform, you may still do so before the voucher expiry stated on Great Eastern Rewards app.

12.  What should I do if I have forgotten my password?
Go to the login screen and tap “Forget password”. An email with the verification code will be sent to your registered email address.

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