Family Takaful | Frequently Asked Questions

1. What are the documentations required to participate in Takaful?
   You are required to submit a certified true copy of IC/birth certificate (if child), proposal form, e-confirmation form, customer fact finding, and agent's confidential report.


2. I already have an existing medical plan with Great Eastern Life Assurance Malaysia Berhad. Can I apply for a medical plan with Great Eastern Takaful Berhad?
   Yes, you can apply.


3. Will Great Eastern Life Assurance Malaysia Berhad cancel my medical plan if I apply for another medical plan with Great Eastern Takaful Berhad?
   No.


4. Can I appoint myself as a trustee under takaful?
   No. Self-trustee is not applicable in takaful. A trustee will only act as an executor and will distribute the proceeds according to the Faraid Law (for muslims) or Hibah (for muslims and non muslims).


5. Can I appoint anyone as a nominee and trustee?
   Yes. You may appoint anyone as a trustee and nominee regardless of the interest.


6. When should the agent give a photocopy of the Customer Fact Finding (CFF) to his client?
   The agent should give a photocopy of the CFF to his client before submitting the proposal, CFF and Confirmation of Advice (CA) forms to the Company for proposal registration.


7. Can a baby aged less than one month old be covered?
   No. The minimum entry age is one month old.


8. Can a bankrupt participate in takaful?
   No.


9. Can the spouse or company apply for takaful coverage (as proposer) for a bankrupt?
   No.


10. Can a pregnant woman participate in a medical plan with Great Eastern Takaful Berhad?
    No. We will only consider the application one month after delivery.


11. Who is excluded from having a medical plan?
    
    • Child below one month old.
    • Pregnant women.
    Note: Applicants with health problems will be subjected to medical underwriting.


12. What is the contribution method/frequency I can select for my Takaful Plan?
    Please refer to table below for the available mode/method of payment.
    
    

    Contribution Method	Contribution Frequency				Forms & Documents Required
    	Yearly	Half Yearly	Quarterly	Monthly
    Credit Card
    Biro Perkhidmatan Angkasa (BPA)					- 1/79 BPA Form - Certified True Copy (CTC) Contributor NRIC - Certified True Copy (CTC) Contributor latest salary slip
    Direct Debit Authorisation (DDA)					- Direct Debit Authorisation Form
    GIRO (Autodebit)					- Auto Debit Form: BSN, MBB, CIMB, RHB, PBB
    Bank's Order
    Cheque
    Cash

    
    For BPA/DDA/GIRO applications, please attach required completed application forms and documents with 2 months advanced contribution upon submission. 
    
    Some of the contribution method may not be applicable depending on the Takaful Plans chosen.
    
    Note: The items listed may not be exhaustive and the company reserves the right to request for further information/documents.

    If you are a customer, kindly visit our Customer Portal at https://igetintouch.greateasterntakaful.com. For agent, please visit our Agency Portal at www.i-greatpartner.com.my or contact our careline at 1 300 13 8338.

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1. Is Takaful meant for muslims only?
   No, Takaful is open to all regardless of religious beliefs. 


2. How do I increase the sum covered?
   You may fill in an application form for Inclusion/Addition/Alteration of Assurance form (duly completed by certificate owner).


3. How do I reduce the sum covered?
   You may fill in an Application for Amendment form (to be completed by the certificate owner).


4. What should I do if I want to change my nominee(s)?
   You may fill in an appointment/Change of Nominee and Appointment/Change of Trustee(s) form. The new application will supersede the previous/first application.


5. How do I change for contribution method/frequency?
   • For contribution method Credit Card, Bank's Order, Cheque, Cash. You may login to i-Get In Touch to perform the changes by following the simple steps as shown below:
       MY Service Request > Change Contribution Method (click here for guideline).
     
     
   • For contribution method Biro Perkhidmatan Angkasa (BPA), Direct Debit Authorisation (DDA), GIRO (Autodebit). You may submit required completed application forms and documents with 2 months advance contribution to company.
     
     
   • For change of contribution frequency, You may login to i-Get In Touch to perform the changes by following the simple steps as shown below:
        MY Service Request > Change Contribution Frequency (click here for guideline).
     
     
   • Please refer to table below for the contribution method/frequency.
     
     

   Contribution Method	Contribution Frequency				Forms & Documents Required
   	Yearly	Half Yearly	Quarterly	Monthly
   Credit Card
   Biro Perkhidmatan Angkasa (BPA)					- 1/79 BPA Form - Certified True Copy (CTC) Contributor NRIC - Certified True Copy (CTC) Contributor latest salary slip
   Direct Debit Authorisation (DDA)					- Direct Debit Authorisation Form
   GIRO (Autodebit)					- Auto Debit Form: BSN, MBB, CIMB, RHB, PBB
   Bank's Order
   Cheque
   Cash

   
   Some of the contribution method may not be available to certain Takaful plans.
   
   
6. How can I make a complaint?
   You may visit our Customer Care page to file a complaint.
   
   
7. Do I have to surrender my certificate should I decide to change the investment fund?
   No. What you can do is to switch funds. However, there will be a fee imposed.


8. Would I be entitled to personal tax relief when I participate in any takaful plans?
   Yes, you will be eligible for personal tax relief when you participate in any takaful plans. For individuals outside the pensionable public servant category, tax relief for Family Takaful is restricted to RM3,000 while contribution to the EPF or approved scheme is entitled to a restricted tax relief of RM4,000. Meanwhile, individuals in the pensionable public servant category are entitled to a restricted RM7,000 tax relief for the Family Takaful contributions. A restricted RM3,000 tax relief is also entitled for medical and education takaful plan respectively. 

Note: Tax benefits are subject to the Malaysian Income Tax Act 1967 and final decision of the Inland Revenue Board of Malaysia.


9. If I surrender or lapse an existing Takaful certificate to replace it with another (by the same or a different Takaful operator) will I lose out? 
   • The new certificate will usually require a higher contribution based on your current age.
   • You may need to pay an extra contribution or be denied takaful coverage if there are changes to your health.
   • In most medical and critical illness certificates, the waiting period (the duration when no claim is payable) resumes from the certificate issue date or reinstatement date, whichever is later.


10. What is money laundering?
    Money laundering involves transactions intended to disguise the true source of funds, disguise the ultimate disposition of the funds, eliminate any audit trail and make it appear as though the funds came through legitimate sources, and evade income taxes.
    
    Note: For further information, you may refer to the Anti-Money Laundering and Anti-Terrorism Financing Act 2001 (Act 613).
     
11. What is Portfolio Withrawal Condition
    Portfolio Withdrawal is a clause that provides the Takaful Operator under specific conditions the right to stop offering a medical plan (riders included) by giving you advance written notification.
    
    What does the removal of this clause mean to you?
    By removing this clause from your certificate, the Company will continue to offer you medical coverage so long as the certificate is in force. 
    
    What are the products involved?
     

    No	Product Name	Plan Code
    1	i-Medik Rider*	A410 - A414
    2	i-Medik Plus Rider	J1 - J3
    3	i-Medik Xtra Rider	J27-J30
    4	i-Medik Xtender Rider	J33-J37
    5	i-Hospitalisation Benefits Rider*	A409* K5

    _{*For certificate inforced from 31^st December 2011 onwards}
    
    When will the removal of this clause be effective? 
    The removal clause for all the products mentioned above will end immediately.
       
12. What are the benefits of e-payment?
    Convenience  
    Able to make/receive payment at unconventional locations 24 hours a day, 7 days a week, 365 days a year. Eliminates the need to travel and deposit the cheque at the bank as payments are credited directly into your bank account.   
                                
    Cost Saving
    e-payment transaction cost less in comparison to cheque where there are costs incurred such as postage, cheque writing fees and trips to Great Eastern Takaful, bank or post office.
    
    Speed
    e-payments will reduce the amount of time that you spend on cheque writing and mailing. Funds are available within 2-3 working days from payment approval date (subject to the recipient bank's processing time).                                                
    
    Security
    e-payment is secured by means of encryption. It is a safe payment channel as you will avoid having to carry cash.   
                                                                                
    Any charges imposed for e-payment service?                             
    No, you can enjoy this service for free.   
                                                                   
    Will my personal data be safe and remain confidential?             
    Your banking information will be used solely for the purpose of e-payment service. All your personal information is governed by Islamic Financial Services Act 2013 (IFSA 2013) and Personal Data Protection Act 2010 (PDPA).
    
    Do I need to make an e-payment request every time I do transactions with Great Eastern Takaful?
    No, you only need to make one application for e-payment. Your banking credentials will be used for all payment transactions for the same Certificate in the future: until you notify Great Eastern Takaful of cancelling this e-payment facility or you have updated your new banking information to Great Eastern Takaful.
    
    How do I change contribution method to e-payment?
    Click here for e-payment contribution method change guide.
    
    
13. What is Direct Credit Facility?
    How do I apply to receive funds via e-payment?
    You have to complete and submit to Great EasternTakaful the Direct Credit Facility Form. (Click here to download/print the form).
    
    What type of banking account is eligible for e-payment?
    Saving or Current accounts with MEPS Inter-Bank GIRO (IBG) service where you are the primary account holder.This e-payment service is not available for overseas bank accounts and any joint account where you are not the primary account holder.       
    
    For the latest participating banks for e-payment, please visit http://www.paynet.my/interbank-GIRO/banks-tpa.html  
    
    When will my bank account be credited?
    Upon approval of your certificate transaction, payment will be credited to your account between 2-3 working days subject to successful bank transfer.                                                                                                                                              
    Will I be notified when the fund is credited successfully into my account?
    Yes, you will receive email notification upon successful crediting of funds into your bank account, provided you have given your email address to Great Eastern Takaful for e-payment notification.   
    
    What happens if my e-payment transaction is not successful?
    If your e-payment transaction is not successful, Great Eastern Takaful reserves the right to make payment via another e-payment attempt or via cheque. Reasons for unsuccessful credit to your bank account can be due to invalid bank account number, closed or inactive bank account, different identification number, or if you are not the primary bank account holder. Therefore, kindly ensure that your banking information submitted to Great Eastern Takaful is correct and up-to-date.
    
    Do I need to apply for e-payment every time I made a transaction with Great Eastern Takaful?
    No. You are only required to apply once for this facility. Your banking information will be used for all fund transfer transactions for the same certificate(s) in the future; and shall continue to be used until you inform to revoke your instructions for this e-payment facility or you have provided Great Eastern Takaful with new banking information.
    
    Note: The items listed may not be exhaustive and the company reserves the rights to request for further information/documents.
    
    If you are a customer, kindly visit our customer portal at https://igetintouch.greateasterntakaful.com. For agents, please visit www.i-greatpartner.com.my or contact our careline at 1 300 13 8338.

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1. What is a suicide clause?
   This clause stipulates that no claim is payable in the event of death due to suicide, whether sane or insane, within one year from inception of certificate or from date of any reinstatement.


2. What is a contestable period?
   Within the first certificate year, the takaful operator has the right to void the certificate due to non-disclosure without the need to prove fraud or material misrepresentation.


3. Who can certify claims documents? 
   
   • Claims/Branch Officer
   • Commissioner for Oaths
   • Notary Public
   • Advocate & Solicitor
   • Justice of Peace
   • Member of Parliament
   • Ketua Balai Polis
   • Penghulu
   • District Officer


4. How do I submit a death claim?
   Death Claim Requirement List:
   
   • Death Claim form
   • Original certificate contract
   • Death Certificate/Burial Permit
   • Statutory Declaration (if certificate/assignment is lost or destroyed)
   • Deed of Assignment
   
   Death due to Illness 
   • Doctor's statement
   
   Death due to Accident
   • Accidental Death Benefit Claim form
   • Police report/Police Investigation report
   • Post-mortem report
   • Toxicology report (if applicable)
   
   Foreign Death
   • The Death Certificate has to be certified by the Malaysian Embassy or Consulate
   
   Others
   • Proof Of Deceased's Age (NRIC/Passport/Birth Certificate)
   • Proof of Relationship between Deceased & Claimant (Marriage Certificate/Children's Birth Certificate)
   • Letter of Authorisation/Consent (completed by the Next-of-Kin)
   • Authorisation to Collect Claim(s) Payment Cheque(s)


5. What are the Activities of Daily Living (ADL)? 
   Activities of Daily Living are routine activities carried out for personal hygiene and health (eg. dressing, feeding, mobility, toileting, transferring and washing), which are essential to independent living.


6. What are the requirements for commonly claimed critical illnesses?
   

Illness	Medical Evidence
Cancer	Histopathology report
Stroke	CT Scan/MRI Scan
Heart Attack	Cardiac enzyme (Troponin T, CK, CKMB), ECG, Echocardiogram report
Coronary Artery Bypass Surgery	Coronary artery bypass report, Angiogram report, and Echocardiogram report
Other Serious Coronary Artery Disease	Angiogram report and Echocardiogram report
Kidney Failure	Dialysis report, Ultrasound or CT Scan report, Renal function test, Urinalysis
Benign Brain Tumour	Histopathology report or CT Scan/MRI report
Brain Surgery	Craniotomy/Brain surgery report, CT Scan report



7. What are some common reasons for a takaful operator to refuse a claim?
   
   • Material non-disclosure
   • Certificate not inforce
   • Lapsed after grace period (usually in the first three years of inception)
   • Expired due to cash value exhaustion
   • Suicide within one year of inception
   • Hospitalisation or Covered Event took place within waiting period
   • Event falls under an excluded risk
   • Hospitalisation due to alcoholism or substance abuse
   • Event not within scope of coverage
   • No hospital admission, only outpatient treatment
   • Condition due to illness and not accident
   • Event occurred before certificate commencement date
   • Disability or illness does not meet certificate definitions or terms and conditions


8.  Where do I obtain the claim form?
   You may download the claim form here. The form is also available at our branches and Customer Service Centre. You may contact your servicing agent or our customer service at 1 300 13 8338 for assistance.

Note: The items listed may not be exhaustive and the company reserves the rights to request for further information/documents.

If you are a customer, kindly visit our Customer Portal at https://igetintouch.greateasterntakaful.com. For agent, please visit our Agency Portal at www.i-greatpartner.com.my or contact our careline at 1 300 13 8338.

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Upon subscribing to Auto Debit Service, you are advised to follow the safety measures below to ensure continuous coverage of your takaful certificate:

- To check your card or bank account number is correctly registered as per your instructions.
- To check your card or bank account statement regularly to detect if there are any irregularities with regards to the contribution deduction.

If you suspect any unauthorised deductions had been made to your account or other irregularities concerning your contribution deductions, you should notify your bank and Great Eastern Takaful Berhad immediately.

You are advised to keep the bank-in slip as a confirmation of payment made to the certificate and check the payment status via our customer portal i-Get In Touch for details.

What are the payment method available for auto debit service ?
You may apply below payment method for contributions payment. It is simple, secured and convenient. By using auto debit service, we will automatically deduct your contributions from your bank or card account. There are no additional charges for contributions paid via this facility.

Direct Debit Authorisation (DDA)
What is Direct Debit Authorisation (DDA) ?
DDA is a facility for auto deduction of contributions via saving or current account.

What is the participant banks for DDA?
You may refer below table for DDA participant banks.

How do I apply for the DDA ?
You will need to complete DDA form and submit it to Takaful Operator with 2 months advance contributions payment.

Where can I have the form ?
Form is available download from company website.
Click Here to download form

Can I submit photocopy form ?
No. Original hand written form is required submit to Takaful Operator for registration process.

GIRO (Autodebit)
What is GIRO?
GIRO is a facility for auto deduction of contributions via bank account.

What is the participating banks for GIRO?
Participant banks as below:
- Malayan Banking Berhad
- Public Bank Berhad
- RHB Bank Malaysia
- Bank Simpanan Nasional
- CIMB Bank Berhad

How do I apply for the GIRO?
You will need to complete Autodebit form and submit it to Takaful Operator with 2 months advance contributions payment.

Where can I have the form?
Form is available at participating banks. Form must be verified and approved by the bank first before submit to Takaful Operator.

Easi-Pay (Credit Card/Debit Card)
What is Easi-Pay Service ?
Easi-Pay Service is a facility for auto deduction of contributions via Visa or Mastercard.

How do I apply for the Easi-Pay Service?
You have to apply the service via client portal (i-Get In Touch).
Click here for the guideline

Can I use debit card for Easi-Pay Service?
Yes. You may use debit card issued in Malaysia only under Visa or MasterCard.
You are encouraged to contact card issuing bank to allow recurring billings under debit card before apply Easi-Pay Service.

Can I use foreign bank credit card for Easi-Pay Service?
Yes. However, Easi-Pay service only accept Visa or MasterCard.

Can I use my uncle's card to pay for my contributions ?
No. This facility is only applicable if you are the card holder or if the card holder is your spouse, children, parents or siblings.

Biro Perkhidmatan Angkasa (BPA)
What is BPA ?
BPA is a facility for auto deduction of contributions via salary deduction.

Who can apply for BPA ?
Contributor must be an employee with the government body or agency who participate in BPA.

How do I apply for the BPA ?
You will need to complete 1/79 BPA Form attach with Certified true copy (CTC) contributor NRIC and Certified true copy (CTC) contributor latest salary slip with 2 months advance contributions payment.

Can I submit photocopy form ?
No. Original 1/79 BPA form is required for registration process.

Where can I have the form ?
Form is available at our agent portal. You may refer to your servicing agent for the form.

Can I apply BPA for yearly payment mode ?
No. BPA only available for monthly payment mode.

Can I apply BPA for initial contributions payment and subsequent for recurring payment ?
Yes. You will need to submit requried documents to Takaful Operator immediately after proposal submission.

JomPAY
What is JomPAY ?
JomPAY is Malaysia’s national bill payment scheme established and operated by Payments Network Malaysia Sdn Bhd (PayNet), under the auspices of Bank Negara Malaysia.

With JomPAY, you can pay your certificate contribution or other certificate related payment using your Savings or Current or Credit Card Account. JomPAY is available through Internet Banking or Mobile Banking or Automated Teller Machine (ATM).

How do I make payment via JomPAY ?
You may make payment by following the simple steps as shown below:

What type of certificate payment can be made using JomPAY?
With effective from 1st February 2022, you can make others payment type via JomPAY with indication in "Ref-2" field. In order to ensure your payment is updated promptly into your certificate, please refer to the guide while performing the payment transaction as per below.

Note: Mobile number 0123456789 is for illustration only.

IMPORTANT NOTE:
Please refer the following for documents need to be submitted via email to i-greatcare@greateasterntakaful.com after the payment is made as below:

• Single Contribution Top-up – Investment-linked Plans: Application Form for Amendment
• Certificate Alterations – copy of letter issued by company requesting for payment
• Certificate Reinstatement – Health Warranty form (if applicable)

What is the participant banks for JomPAY ?
For the list of participating banks, please refer http://www.jompay.com.my

Can I apply recurring payment via JomPAY ?
Yes. However, you need to liaise and arrange with your bank.

How do I cancel the JomPAY recurring payment service?
You need to liaise and arrange with your bank.

Internet Banking
What is Internet Banking ?
Internet Banking is a facility for online payment of contribution via bank account.

What is the participant banks for Internet Banking ?
If you have an account in any one of these banks, you can log on to their website and pay online.

How do I make payment via Internet Banking ?
Please click here for Internet Banking Guideline

Can I apply recurring payment via Internet Banking ?
Yes. However, you need to liaise and arrange with you bank.

How do I cancel the Internet Banking recurring payment service?
You need to liaise and arrange with you bank.

Pay Now (ePAY)
What is Pay Now ?
Pay Now is a facility for certificate owner to make payment via i-Get In Touch.

Where to access to Pay Now ?
Certificate owner can access Pay Now via i-Get In Touch except for Initial Contribution Payment. However, Cetificate owner needs to register as an i-Get In Touch user.

Can cetificate owner use debit card to make payment via Pay Now ?
Yes. You may use debit card issued in Malaysia only under Visa or MasterCard.

Can certificate owner use foreign bank debit card to make payment via Pay Now ?
No. Pay Now only accept debit card issued in Malaysia under Visa or MasterCard.

Can certificate owner use foreign bank credit card to make payment via Pay Now ?
Yes. However, this is only for credit card with 3D Secure.

What is 3D Secure Service?
3D Secure service requires an additional security layer and authentication step for online card transactions.
This service is to safeguard against the risk of fraudulent transactions by requesting cardholders to provide the One Time Password (OTP) in order to process the online transactions.
This service is provided by Visa and MasterCard under the name of “Verified by Visa” and “MasterCard SecureCode.”

Can certificate owner use family member’s credit card/ debit card to make payment via Pay Now ?
Yes. However, However it’s subject to cardholder relationship as below:-
a. Spouse
b. Children
c. Parents
d. Siblings

What if certificate owner registered recurring payment via Pay Now and now he/she wants to change to another card for recurring?
Certificate owner can perform change payment method under “My Service Request” in i-Get In Touch to update the new card details as follows:-
i-Get In Touch >> My Service Request >> Change Contribution Method
(click here for guideline)

Are there any receipts issued for payment via Pay Now ?
No receipts will be issued for payment made via Pay Now. However, certificate owner may refer to the payment confirmation sent via SMS and email.

How many attempts can certificate owner try if the payment is unsuccessful?
Certificate owner will be given 3 attempts to make payments.

Can provide guidance how to make payment via Pay Now ?
Please check here for guidance

Cheque Deposit Machine (CDM)
How do I make payment via Cheque Deposit Machine (CDM) ?
You may make cheque deposit payment at any Public Bank Berhad Branches by following the simple steps as shown below:

Can I make cheque payment beside Public Bank Berhad ?
No. The facility only available at Public Bank Berhad.

How many certificate payment I can make in one cheque ?
1 cheque for 1 certificate payment only.

Automatic Teller Machine (ATM)
How do I make payment via Automatic Teller Machine (ATM) in Public Bank Berhad ?
You may make payment by following the simple steps as shown below:

Can I make ATM payment beside Public Bank Berhad ?
No. The facility only available at Public Bank Berhad.

Cash Recycling Machine (CRM)
How do I make payment via Cash Recycling Machine (CRM) at Public Bank Berhad ?
You may make payment by following the simple steps as shown below:

Can I make CRM beside Public Bank Berhad ?
No. The facility only available at Public Bank Berhad.

Cash
How do I make payment via Cash?
You may made the payment over the counter at any BANK SIMPANAN NASIONAL (BSN) branches nationwide.

Can I make Cash payment beside Bank Simpanan Nasional (BSN)?
No. The facility only available at Bank Simpanan Nasional (BSN).

Do I receive a receipt upon payment made over the counter at Bank Simpanan Nasional (BSN) ?
There is no receipt generated for payment made over the counter at Bank Simpanan Nasional (BSN). Kindly keep you bank-in slip as proof of payment.

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