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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 and Contribution Channel Facilities as your references.

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 as follows:

    . Full Name

    . Identity Card Number

    . Certificate Number

    . Contact Number - mobile, home and/or office

    . Email Address

    . Correspondence Address

    . Detail description of complaints

  3. Email us at cfu@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 your complaint letter to the Great Eastern Takaful Customer Feedback Unit at:

Great Eastern Takaful Berhad
Customer Feedback 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
It is important for us to resolve your complaints promptly and fairly. However, if you remain dissatisfied and wish to pursue further after we have completed the complaint resolution process, you may refer to the below external bodies in pursuit of redress or resolution of your complaint:

  1. Ombudsman for Financial Services (664393-P)
    (Formerly known as Financial Mediation Bureau)
    Level 14, Main Block
    Menara Takaful Malaysia
    No. 4, Jalan Sultan Sulaiman
    50000 Kuala Lumpur

    Tel: 603-2272 2811
    Fax: 603-2272 1577
    Email: enquiry@ofs.org.my
    Website: www.ofs.org.my

  2. Bank Negara Malaysia
    Pengarah
    Jabatan LINK & Pejabat Wilayah
    Jalan Dato' Onn
    50480 Kuala Lumpur

    Tel: 1-300-88-5465
    Fax: 603-2174 1515
    Email: bnmtelelink@bnm.gov.my
    Website: www.bnm.gov.my
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