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Customer Care

We are committed to providing a quality service to all our customers. If something is amiss, we want to know about it so we can serve you better. We have a number of electronic forms that are available for download.

Customer Care – Get Help – Great Eastern Life Takaful

Great Eastern Takaful is committed to providing friendly, efficient, and customer-focused service at all times. We will ensure that all complaints are handled promptly and professionally according to our company's policies and guidelines. Nonetheless, we acknowledge that our customers must be provided with the avenue to give us feedback and/or complaints.

Our aim is to:

  • Ensure that it is easy and straightforward to make a complaint.
  • Treat all complaints seriously and confidentially.
  • Resolve any problems quickly, effectively and, where possible, to the customer's and partner's satisfaction.
  • Learn from the complaints to improve our services in the future.
In addition to lodging a complaint, we welcome feedback from our customers with regards to:
  • Service Standard
    To let us know if our services exceed our standard
  • Service Suggestion
    To assist us in improving our services
  • Service Compliments
    To let us know if our customers are happy with our services

How to make a complaint/give feedback/pay compliments

There are several channels to do so:

  1. A "Customer Feedback Form" is available at our Customer Service Counter. The e-form may also be downloaded from this link: Customer Feedback Form
  2. Send a complaint letter to us along with your personal information, such as name, address, telephone number, policy number, and the nature of the complaint.
  3. Email us at i-greatcare@greateasterntakaful.com
  4. Visit any of our Customer Service Counters. Our friendly and dedicated staff will be glad to assist you.

You should hear from us within two working days. For non-complicated cases, we will respond within 14 working days from the date the complaint is received. For complicated cases, we will respond within 14 working days from the date the complaint is received, and the complainant will be updated of the progress every 30 days until it is resolved.

Where to send feedback/complaints?

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

Great Eastern Takaful Berhad
Customer Feedback Unit/Complaint Handling Unit
Level 3 Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur

Telephone: (603) 4259 8338 Extn 7372
Fax: (603) 4252 7528
Email: cfu@greateasterntakaful.com

Notice of Avenue to Seek Redress
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 six months from the date of our company’s final decision or to BNMLINK/BNMTELELINK Bank Negara Malaysia (BNM).

Should you require further clarification on the proper avenue for dealing with your complaint with regards to FMB or BNM, you may contact our Customer Feedback Unit/Complaint Handling Unit.

Both the FMB and BNM can be contacted at:

Financial Mediation Bureau:
Tingkat 25, Dataran Kewangan Darul Takaful,
4 Jalan Sultan Sulaiman,
50000 Kuala Lumpur

Telephone: (603) 2272 2811
Fax: (603) 2274 5752

Bank Negara Malaysia:
Laman Informasi Nasihat dan Khidmat (BNMLINK):
(Walk-in Customer Service Centre)
Ground Floor, D Block, Jalan Dato' Onn, 50480 Kuala Lumpur
Contact Centre (BNMTELELINK):
Corporate Communication Department, Bank Negara Malaysia
P.O.Box 10922, 50929 Kuala Lumpur

Telephone: 1-300-88-5465
Overseas: (603) 2174 1717
Fax: (603) 2174 1515
Email: bnmtelelink@bnm.gov.my

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