Thank you for buying a Great Eastern policy. Your servicing agents will be delighted to advise and assist you on any of your after-sales needs.

At Great Eastern , we also provide the convenience of direct after-sales servicing at our Customer Service Centre on the Mezzanine Floor at our Head Office: Menara Great Eastern, 303 Jalan Ampang, 50450 Kuala Lumpur or any of our branches near you. We have a team of dedicated Customer Service Officers to serve you.

Alternatively, you may call our Customer Service Careline at 03-42598333. Our enhanced Interactive Voice Response System (IVRS) is ready to assist you anytime. You may refer our IVRS call flow to reach your request.

To maximise your time, we strongly suggest that you seek after-sales service in the following order:

The Great Eastern Complaint Handling Unit is responsible for ensuring that all customer complaints are handled promptly and professionally in accordance with our company's policies and guidelines.

In addition to lodging a complaint, we also welcome our customers' feedback with regard to :

A "Customer Feedback Form" (with complete instructions) is available at our Customer Services Counter. The e-form may also be downloaded from this link :-
Customer Feedback Form

You should hear from us within 2 working days. For non complicated case, we will respond within 14 working days from date of receive complaint. For complicated case, we will respond within 14 working days from date of receive complaint and complainant will be updated of the progress every subsequent 30 calendar days until it is resolved

You may choose to complete the form or send us a complaint letter together with your personal information, i.e. name, address, telephone no. policy no. and the nature of the complaint.

Likewise, you may also complete the same "Customer Feedback Form" by selecting one of the above options, i.e. either a Suggestion, Request or Compliment, or send us a letter with your personal information and the nature of your feedback.

Where to Send The Feedback/Complaint ?

Please send the Customer Feedback Form or letter to the Great Eastern Complaint Handling Unit at :

Great Eastern Life Assurance (Malaysia) Berhad
Level 4, Complaint Handling Unit
Menara Great Eastern
303, Jalan Ampang
50450 Kuala Lumpur

Complaint Handling Unit Personnel:

Manager : Mr Tan Chow Tun

Officer : Ms Yap Khai Ling

Telephone No : (603) 48133738

Fax No : (603) 42598397

Officer : Ms Yap Khai Ling

E-mail : feedback@lifeisgreat.com.my

If you are not satisfied with the response or the decision of our Company, you may submit your complaint either to the Financial Mediation Bureau (FMB) within 6 months from the date of our Company's final decision or to the Bank Negara Malaysia (BNM).

Your complaint shall be submitted to either FMB or BNM based on the following conditions :

Should you require further clarifications on the proper avenue to refer your complaint in regard to FMB or BNM, you may contact our Complaint Handling Unit.

The following are the contact details for FMB and BNM.

FMB : Tingkat 25, Dataran Kewangan Darul Takaful, 4 Jalan Sultan Sulaiman,

Telephone No : 03-2272 2811

Fax No : 03-2274 5752

Laman Informasi Nasihat dan Khidmat (BNMLINK)
(Walk-in Customer Service Centre)
Ground Floor, D Block, Jalan Dato’ Oon, 50480 Kuala Lumpur

Contact Centre (BNMTELELINK)
Corporate Communications Department, Bank Negara Malaysia
P.O. Box 10922, 50929 Kuala Lumpur
Telephone No.: 1-300-88-5465: (Overseas: 603-2174-1717)
Fax No.:603-2174-1515
Email: bnmtelelink@bnm.gov.my

Tips on Making A Complaint

To allow us to ensure that your complaint is resolved in the speediest time possible, please note the following tips when writing your complaint :

Write legibly in black or blue ink

State your case clearly and provide all the relevant facts and information by the sequence of events.

Include any reference numbers if applicable

Group Insurance Enquiry

Why Great Eastern ?

Don't delay ! Simply contact our Group Insurance to find out more.

Khoo Peng Yong - 603-4813 3882, KhooPengYong@lifeisgreat.com.my
Theresa Toh - 603-4813 3821, TheresaToh@lifeisgreat.com.my
Sherry Ong - 603-4813 3901, SherryOng@lifeiisgreat.com.my
Lee Yee Mun - 603-4813 3808, LeeYeeMun@lifeisgreat.com.my
William Ong - 607-334 1022, WilliamOng@lifeisgreat.com.my (southern region)
Nicole Wang - 604-262 2141, NicoleWang@lifeisgreat.com.my (northern region)
Jason Yung - 082-412 736,JasonYung@lifeisgreat.com.my (east Malaysia)

Cheong Yew Wing - 603-4813 3881, CheongYewWing@lifeisgreat.com.my
Ting Chooi Whar - 603-4813 3805, TingChooiWhar@lifeisgreat.com.my

Ting Chooi Whar - 603-4813 3805, TingChooiWhar@lifeisgreat.com.my