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 beneficiary and executor?
   Yes. You may appoint anyone as a trustee and nominee regardless of the interest. Both beneficiary and executor cannot be appointed at the same time.


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?
   Yes, depending on the entry age on each of the plan.


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?
    Yes, if she has no medical health conditions, and is less than 8 months pregnant.
    


11. 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

    
    For BPA/DDA/GIRO applications, please attach required completed application forms and documents with 2 months advanced contribution upon submission. 
    
    Some of the contribution methods 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 guidelines.
     
     
   • 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 guidelines.
     
     
   • 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

   
   Some of the contribution methods may not be available to certain Takaful plans.
   
   Kindly note that enrolment for Biro Perkhidmatan Angkasa (BPA), Direct Debit Authorisation (DDA), and GIRO (Autodebit) contribution method is not available through i-Get In Touch, as hardcopy application form is required. For more information, please refer to the Contribution Payment Facilities section.
   
   
6. How can I make a complaint?
   You may email at cfu@greateasterntakaful.com or visit any of our 21 service centres nationwide to file a complaint. Click here for Branch Network Locations.
   
   
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. What you can do is to perform fund switching, which is free of charge. You may login to i-Get In Touch to perform the fund switching by following the simple steps as shown below:
   
   My Service Request > ILP Service Request Submission
   
   You may click here for the guidelines.
   
   
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. 



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? 
   As a general rule, it is often not advantageous to replace an existing Takaful certificate/rider with a new certificate/rider whether issued by the same or a different Takaful operator. Some of the reasons it may be of a disadvantage to you are:-
   • The amount of annual contribution under an existing certificate may be lower than a new Takaful certificate with similar coverage or benefits. Any replacement of the same type of certificate will normally be at a higher contribution rate based upon the person covered’s attained age.
   • Replacement of an existing Takaful certificate with a new one will result in the certificate owner incurring the initial costs twice.
   • The incontestable and suicide clauses begin anew in a new Takaful certificate. This may result in a claim being denied under the new Takaful certificate that would have been contributed under the Takaful certificate that was replaced.
   • There may have been changes in your health since the entitlement of the existing coverage. For the new certificate, you may be subjected to underwriting due to your present health conditions.


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 Withdrawal 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 my log in to i-Get In Touch to update your bank details by following the simple steps as shown below:
    
    My Service Request > Bank Account Registration
    
    You may click here for the guidelines.
    
    Alternatively, you may complete and submit the Direct Credit Facility Form to Great Eastern Takaful via email at i-greatcare@greateasterntakaful.com. You may click here to download the form.
    
    
14. 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.
    
    
15. 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.                                                                                                                                              
16. 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.   
    
    
17. 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.
    
    
18. 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. How do I check whether I can make a claim?
   Please contact customer service care line at 1300-13-8338 or write to us at i-greatcare@greateasterntakaful.com.
   Our customer service personnel will first verify whether you are our valid customer. Upon validation, we will help identify the type of benefit eligible to your claim.
   You may click the link here and be directed to the “Make A Claim” page. Select the appropriate claim and follow the instructions provided. Once you have completed all the required documentation, kindly submit the claim online via i-Get In Touch or reach out to your Great Eastern Takaful Agent for further assistance.
   For our Corporate Employee Benefit customers, kindly contact your company’s Human Resource personnel first before making a claim. For other Corporate customers, kindly contact our customer service care line at 1300-13-8338 for further assistance, or write to us at i-greatcare@greateasterntakaful.com.
   For our Bancatakaful customers, you may approach the customer officer at the respective partnership banks for assistance in submitting your claims.


2. After submitting the claim via i-Get In Touch, do I still need to keep the original documents?
   Yes, you will need to keep the original copy of all uploaded claim documents as the Company reserves the right to request the original documents. Uploaded documents photo/image must be taken from the original copy. In case the actual incurred medical expenses exceed RM500, kindly submit the physical original invoice and receipt to us.


3. Where can I submit the physical claims document? 
   
You may submit the hardcopy claims document to Great Eastern Takaful Drop-box at Level 1 of Menara Great Eastern or any Great Eastern branches near to you.


4. How do I use the medical card for hospital admission?
   Please ensure that you have downloaded the appropriate application (app) into your mobile phone.
   Kindly use the GETCare app if you are an individual customer. You may click the link here to find out more FAQ about medical card and Guarantee Letter (GL).
   For Corporate customers, please download the application according to your respective Third Party Administrator (TPA) as advised by your Human Resource Department.
   Upon admission to the Panel Hospital, you may present your NRIC and/or e-medical card in application to the hospital’s admission counter for Guarantee Letter arrangement.
   
   
5. What should I do if I encounter issues logging into the GETCare app? 
   You may write/feedback to support team at getb_support@micaresvc.com.


6. If I am traveling overseas, am I still covered?
   
Kindly contact your Takaful Agent to inquire about your entitlement. If you are eligible, please submit your claim along with the necessary documents. You may refer to the requirement checklist of the specific claim type.


7. Why can’t I use a certified true copy or reprinted or photocopy of the medical bill and/or receipt when submitting medical reimbursement claim?
   
A Certified True copy or reprinted or Photocopy of medical bill and/or receipt is not acceptable as it is part of the claim’s requirement to submit the original medical bill and/or receipt for reimbursement of medical claim.


8.  Can I use Great Eastern Life Claimant’s Statement to submit the claim in Great Eastern Takaful if I have a policy with Great Eastern Life as well?
   Great Eastern Takaful Claimant’s statement is still required for completion as it carries authorisation clauses specific to Great Eastern Takaful Berhad.
   
   
9. How do I track my claim’s progress?
   You can check your claim status by registering as a user of our i-Get In Touch website. Please click on this link to complete the registration process.
   For our Corporate customers, please call our customer service care line at 1300-13-8338 for further assistance, or write to us at i-greatcare@greateasterntakaful.com.
   
   
10. Where can I obtain the claim requirement letter?
    You can obtain the requirement letter in i-Get In Touch website. You can also request a copy of the requirement letter from your servicing agent who can download the letter via i-Great Partner app.
    For our Corporate customers, we will notify you in writing and send the claim requirement letter to your company. You can also request a copy from your company’s Human Resource personnel.
    
    
11. My husband has passed away and upon receiving the death claim payment, I have noted that a sum of RM 4,000.00 has been deducted for Badal Hajj arrangement. How will I be informed on the progress of Badal Hajj?
    We have been authorised to make necessary arrangements with our service provider and will register your husband’s Badal Hajj accordingly, which usually happens after Ramadhan.
    Upon successful registration, the service provider will contact you to confirm the latest correspondences address.
    After the Hajj season has ended, the appointed service provider will proceed to dispatch a souvenir and Badal Hajj certificate to you.
    
    
12. I really need to speak to the Claims Department personnel and seek advice regarding my claim as the issue in hand is quite technical. How do I go about it?
    Please call our customer service care line at 1300-13-8338 for further assistance, or write to us at i-greatcare@greateasterntakaful.com informing your intention.
    After reviewing your case, our customer service personnel will contact you accordingly.

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What are the payment methods 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 the 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 participates 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's 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 obtain the form?
The 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 payments 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.

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 to 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 owners can access Pay Now via i-Get In Touch except for Initial Contribution Payment. However, Certificate owners needs to register as an i-Get In Touch users.

Can certificate 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 accepts debit cards 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 guidelines.

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 you provide guidance how to make payments via Pay Now?
Please check here for guidelines.
 

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

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

Can I make ATM payment beside Public Bank Berhad?
No. The facility is 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 a payment by following the simple steps as shown below:

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

Cash
How do I make payment via Cash?
You may make 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 is only available at Bank Simpanan Nasional (BSN).

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1. Will I receive a hard copy receipt after making a Renewal Contribution for my certificate?
   No hardcopy receipt is provided for renewal contribution payment. Certificate owners can access the e-Receipt through i-Get In Touch > My Document > Receipt.
   
   
2. Is this Renewal Contribution Receipt available for Auto Debit Deduction Payment Method?
   No, the e-Receipt only applicable for below collection channels renewal payment. 
   • JomPAY
     
   • Internet Banking:
     • Maybank
     • Public Bank
     • CIMB Bank
     • Bank Simpanan Nasional (BSN)
   • Public Bank:
     • Cheque Deposit Machine (CDM)
     • Automatic Teller Machine (ATM)
     • Cash Recycling Machine (CRM)
   • BSN Counter Payment
   • Biro Perkhidmatan Angkasa (BPA)
     
     
3. How long does it take for renewal payment e-Receipt made available in i-Get In Touch after making a payment?
   The e-Receipt will be made available on i-Get In Touch two (2) days after the payment has been receipted in system.

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1. What is e-Statement?
   It is an electronic document that is issued to a Takaful certificate with annual statement which will commence 1st February 2019 (“Commencement Date”). With effect from the Commencement Date, you will no longer be receiving the printed copy of your statement from us. You can now view and retrieve your statement at your own convenience online at i-Get In Touch.
   
   
2. What are the types of e-Statements available in i-Get In Touch?
   
   • Family Takaful Contribution Statement (FTCS)
     
   • Investment-Link (IL) Annual Statement
     
   • Participant Individual Account (PIA) Annual Statement
     
   
   
3. How do I know my e-Statements are available in i-Get In Touch?
   You will receive an SMS/email notification to your registered mobile number/email address when your e-statement is updated and available in i-Get In Touch.
   
   
4. Can I change my registered email address?
   Yes, you can update your email address at i-Get In Touch > My Account > View Profile or by completing the Request for Alteration in Personal Details Form (PSF01A).
   
   
5. What is the duration on the e-Statements made available in i-Get In Touch?
   You can access your e-statements up to the last 5 years under My Portfolio > e-Document.
   
   
6. What is the format of my e-Statement?
   All e-Statements are in PDF format (Portable Document File) readable using Adobe Acrobat Reader (version 5 and above).
   
   
7. How soon I can view my e-Statement after I sign up for i-Get In Touch?
   You can login and view the e-Statement immediately.
   
   
8. Can I still opt for the printed statement?
   No, since the e-Statements are readily available in i-Get In Touch. You can login at any time to download and print your e-Statement at your own convenience.
   
   
9. How do I sign up for i-Get In Touch?
   Please click here for the i-Get In Touch sign up guide.
   

    

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1. When will the decrease in sum covered take effect?
   It will take effect from the next contribution due date.
   
   
2. Can I apply to decrease the sum covered within free look period?
   You may apply to decrease the sum covered within the free look period and the revised sum covered will take effect from the next contribution due date and you are NOT eligible to receive the difference/excess of contribution paid.
   
   
3. Can we reduce the sum covered if the certificate has lapsed?
   Reduction of the sum covered is not allowed if the certificate status is not in force. However, you are allowed to reduce the sum covered if you would like to reinstate the certificate.
   
   
4. What is the minimum sum covered I can reduce?
   You may request a decrease of the sum covered at any time; however, it will only take effect from the next contribution due date.
   
   
5. When can I reduce the sum covered?
   You may request a decrease of the sum covered at any time; however, it will only take effect from the next contribution due date.
   
   
6. What are the requirements to reduce the sum covered?
   Certificate owner needs to submit duly signed and completed Request for Contractual Changes (PSF01) form to reduce the sum covered.
   Kindly take note that we only accept form/letter submission via i-Get In Touch ("iGIT"). Certificate owner is advised to upload the form via our customer portal. Nevertheless, if certificate owner is unable to upload the form in iGIT, certificate owner may get servicing agent to upload the form in i-Great Partner with valid reason indicated on the form.
   
   
7. If I reduced the sum covered, will my certificate benefits be affected? 
   Your certificate benefit will not be affected. However, if your certificate is entitled for cash payment, the cash payment will be based on the reduced sum covered. Other benefits will remain the same.
   
   
8. Will I get the new certificate document after I reduce the sum covered?
   New certificate document will not be printed out, but endorsement will be issued and it can be part of the certificate document.
   
   
9. How long will my application to reduce sum covered be processed?
   It takes 5 working days for us to process the application after receiving all the required documents.
   
   
10. Where can I get the form to reduce my sum covered?
    You can download the form at Great Eastern Takaful's corporate website here.
    
    Get Help > Customer Care > Electronic Forms > Request for Contractual Changes (PSF01)
    
    
11. Can I fax/email the form?
    It is advisable for customers to upload the form in i-Get In Touch under CS Alteration.
    As for agent, you may upload the form via i-Great Partner under Operation > Customer Service > CS Form Submission. 

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1. Is it possible to change the name of the person covered?
   Certificate owner can change the name  of  the  person covered  (provided  that  it  is  only  a change of name and not a change to another person covered). If the name is entirely different from the original record, an official document evidencing the change of name from the relevant competent authority and the new identification document is required. Eg: Jabatan Pendaftaran Negara (JPN).
   
   
2. If my client’s name was spelled wrongly, can he continue to pay his/her contribution? Can he/she claim when the certificate matures?
   The client can continue to pay his/her contribution and claim upon maturity of certificate (subject to further verification).
   
   
3. There is a minor mistake in my customer's particular. Is there any implication if my customer does not make any correction?
   It is very important for certificate owners to make corrections on the personal particular. If no correction is made, certain transactions cannot be done. For example, if there is an error in NRIC, direct credit amount cannot be transferred to certificate holder account as the NRIC at the bank is not same with our record.
   
   
4. I found out that my client’s age stated in the certificate document is different from his real age. If he makes the correction, is there any impact on his certificate?
   The correction of age is very important to determine the accurate contribution to be charged to the person covered.
   If the age in the certificate is lesser than the person covered's actual age, the age will be understated and once the correction of age is done, the contribution will be revised. Certificate owner will need to top up any short fall in the contribution amount. If the age in the certificate is more than the person covered's actual age, the age will be overstated, and the excess contribution will be refunded.
   
   
5. What are the documents required by Great Eastern Takaful Berhad if the certificate owner name is entirely different from the original record?
   If it is a correction of name/change of citizenship, original or copy of the Birth Certificate, Identity Card & Citizenship Certificate duly certified true copy by a person of prominent standing such as a doctor, lawyer, banker, magistrate, Notary Public, Agency Managers, agent etc. is required. For certification by agent, signature of the person covered on the document is required. Alternatively, it can be certified by authorized personnel of the Company.
   If the name is entirely different from the original record, an official document evidencing the change of name from the relevant competent authority and the new identification is required.
   
   
6. What document is required in order for my client to update his new identity number if he has given up his Malaysian citizenship?
   The customer is required to submit the new identification document and the relevant supporting documents such as Citizenship Certificate duly certified true copy by our Company Senior GSM, GSM and USM, Agency Manager, Doctor, Lawyer, Magistrate, Notary Public, or our authorized company officers.
   We only accept form/letter submission in i-Get In Touch ("iGIT"). The certificate owner is advised to upload all supporting documents together with the form via our customer portal. Nevertheless, if he/she is unable to upload the documents via iGIT, he/she may get the servicing agent to upload the documents via i-Great Partner with valid reason indicated on the form.
   
   
7. Who can certify the document if my client is residing outside Malaysia? 
   All documents need to be certified by the Notary Public.
   
   
8. What form does a certificate owner need to submit to change his/her personal particular?
   The customer is required to write a letter or submit Request For Alteration in Personal Details (PSF01A) or any letter and supporting documents (if required) with signature by certificate owner.
   
   
9. Is certified true copy (CTC) of Birth Certificate required for updating NRIC?
   Certificate owner will only need to submit the certified true copy of new NRIC.
   
   
10. Where can I download the Request for Alteration in Personal Details form?
    You can download the form from the Great Eastern Takaful corporate website.
    
    Get help > Customer Care > Electronic Forms > Request for Alteration in Personal Details form (PSF01A)
    
    Alternatively, you can click here to download the form.
    
    
11. Does certificate owner need to go to the office personally?
    It is not necessary for certificate owners to walk into the office personally as certificate owners can send the certified true copy of the documents by email. Certificate owner can send the documents to i-greatcare@greateasterntakaful.com.
    
    
12. How long does it take to update the personal particular in the system?
    After we receive all the required documents/forms, it will take 3 working days for us to update the system.
    
    
13. Will the company print the new certificate document after my client change his/her personal details?
    The new certificate document will not be printed again on the change of personal details. If the change of personal details has impact on the contribution amount, an endorsement will be issued on the new/revised contribution amount upon correction of NRIC/Name and date of birth.
    
    
14. Can I fax/email the form?
    It is advisable for customers to upload the form in i-Get In Touch under CS Alteration.
    As for agent, you may upload the form via i-Great Partner under Operation > Customer Service > CS Form Submission. 

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1. Does the certificate owner need to obtain the executor’s consent for correction of nominee’s NRIC?
   Executor‘s consent is NOT required.
   
   
2. What are the forms needed for submission if the certificate holder requests to change the nominee’s relationship? E.g.: Fiancée to Wife?
   Appointment Changes of Nominee Form with duly certified proof of relationship such as Marriage Certificate or full set of appointment of nominee form is required.
   
   *** The document proof must be duly certified or original sighted by a person of prominent standing such as a doctor, lawyer, magistrate, Notary Public, Agency Manager, agent or authorized officers of the company as supporting evidence. For certification by an agent, the customer’s signature on the document is required. This document should indicate their official rubber stamp which includes their name and designation.
   
   
3. What is the form(s) submitted for updating nominee’s name/NRIC and executor’s name/NRIC?
   Please submit duly certified NRIC of the nominee/executor and fill up Appointment Changes of Nominee Form together will supporting documents.
   
   *** The document of proof must be duly certified or original sighted by a person of prominent standing such as a doctor, lawyer, magistrate, Notary Public, Agency Manager, agent, or authorized officers of the company as supporting evidence. For certification by an agent, the customer’s signature on the document is required. This document should indicate their official rubber stamp which includes their name and designation.
   
   
4. Does Great Eastern Takaful Berhad accept requests to correct the nominee’s name by letter/email instead of form?
   Yes, If the request is submitted together with the document of proof.
   
   *** The document of proof must be duly certified or original sighted by a person of prominent standing such as a doctor, lawyer, magistrate, Notary Public, Agency Manager, agent, or authorized officers of the company as supporting evidence. For certification by an agent, the customer’s signature on the document is required. This document should indicate their official rubber stamp which includes their name and designation.
   
   
5. Who can certify the document of proof?
   The document of proof must be duly certified or original sighted by a person of prominent standing such as a doctor, lawyer, magistrate, Notary Public, Agency Manager, agent or authorized officers of the company as supporting evidence. For certification by an agent, the customer’s signature on the document is required. This document should indicate their official rubber stamp which includes their name and designation.
   
   
6. Can the certificate owner make amendment on his nominee’s name via i-Get In Touch Portal?
   No, the changes must be submitted via mail, fax or email with a certified true copy of supporting documents for verification.
   You will need to submit the Appointment Changes of Nominee Form for an amendment.
   
   
7. Does Great Eastern Takaful Berhad accept copy via fax/email for the correction? 
   Customer may send the certified true copy of the documents through email and counter.
   
   Alternatively, certificate owners may also change email address or contact number in customer portal - i-Get In Touch (iGIT). The path as below:
   iGIT > My Form Submission > Certificate Alteration
   
   Upload the form together with supporting documents.
   
   
8. My client has written his nominee particulars wrongly in the proposal form. Does he need to resubmit all the requirements?
   The certificate owner will only require giving us a call on the mistaken of wrongly written the nominee particular in proposal form. Alternatively, certificate owners also can fill up the Appointment Changes of Nominee Form or write in officially to notify us of the wrong update.
   
   
9. How does the certificate owner know if the changes have been corrected?
   There will be an endorsement issued to the certificate owner. Once the endorsement is available in i-Get In Touch (iGIT), the system will trigger an email and SMS to send to certificate owner. The email and SMS is to inform customer to login to iGIT to download the said document. The new nominee details may also be viewed via iGIT under certificate details information page.

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1. How do I submit a request to update my address?
   You can update your address by writing to us or fill up the Request for Alteration in Personal Details (PSF01A) form and submit it by email, post or through your servicing agent.
   
   Alternatively, you may also change your address through our customer portal, i-Get In Touch ("iGIT"). The link as below:
   iGIT > My Account > View Profile > Certificate Addresses > Update
   
   
2. Once I submit the request, how long does it take to be updated?
   Once we receive the form/letter, your new address will be updated within 3 working days. Service Request through iGIT* will be updated immediately.
   
   *If the above service request transaction is performed during business hours, the information will be updated directly into respective system on the same day, and if the transaction is performed after business hours, it will be updated on the following day.
   
   
3. If the person covered is a minor, can the parent request a change of address on behalf of the minor?
   The parent can request for the change of address provided the parent is the certificate owner as only the certificate owner has the right to request changes to the certificate.
   
   
4. As absolute assignee, can I request to change the correspondence address?
   Absolute assignee can request to change the correspondence address.
   
   
5. I would like to update one of my nominee’s addresses. As certificate owner, can I submit the request, or would my nominee need to submit the request?
   Certificate owner needs to submit the request to update nominee/trustee/conditional assignee’ s address.
   
   
6. Do I need to get consent from my nominee/trustee to submit request to update address?
   Consent from the nominee is NOT required.
   

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1. Can my client update his email address/contact number online?
   Please advice your client to update the email address/contact number via i-Get In Touch (i-GIT).
   
   The link as below:
   iGIT > My Account > View Profile > Profile Information > Update
   
   Alternatively, certificate owners can update the email address by writing to us, or fill up Request for Alteration in Personal Details (PSF01A) form and submit through email or servicing agent.
   
   
2. How can the certificate owner change his/her nominee’s email address/contact number?
   Certificate owner can write in or fill up the Request for Alteration in Personal Details (PSF01A) form and submit it to Great Eastern Takaful through email or servicing agent.
   Alternatively, certificate owner may also change the email address or contact number in our customer portal, i-Get In Touch ("iGIT”). The path as below:
   iGIT > My Account > View Profile > Profile Information > Update
   
   
3. Does my client need to get consent from the nominee/executor/assignee to submit request to update email address/contact number?
   Consent from nominee/executor/assignee is NOT required.
   
   
4. Once the certificate owner submits the request, how long does it take to be updated?
   Once we receive the request form/letter, the email address/contact no. will be updated within 3 working days.
   Service request submitted in iGIT* will be updated immediately.
   
   *If the above service request transaction is performed during business hours, the information is updated directly into respective system on the same day, and for transaction performed after business hours, it will be updated on the following day.

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1. Why should certificate owner update his/her signature?
   This is to ensure that the Company has the certificate owner’s latest contractual specimen signature for verification purposes to proceed with certificate owner's request for any contractual changes.
   
   
2. For a certificate that was subscribed online (e.g. i-Great Murni), how will Great Eastern Takaful Berhad verify the certificate owner’s signature?
   The certificate owner is advised to upload the letter through iGIT as this is the most secure platform for form submission. If the certificate owner is not able to upload the letter via iGIT, he/she is required to perform a ‘one-time signatures update’ over-the-counter before he/she can proceed with any certificate servicing request.
   The certificate owner may visit our Customer Service Centre at our Head Office or any of our branches for the signature update.
   
   
3. How does certificate owner update his/her signature?
   • If the certificate owner can sign the old signature, he/she can complete Request For person Alteration in Personal Details (PSF01A) Form and submit to us duly witness.
   • If the certificate owner is unable to sign the old signature, he/she is required to walk into the nearest Great Eastern branch office or Head office to update new signature in front of our Customer Service Officer.
     
   • Alternatively, the certificate owner can submit or upload the Request for Alteration in Personal Details Form (PSF01A) in i-Get In Touch.
      
4. What if the certificate owner cannot remember the old signature?
   The certificate owner has these options:
   
   • Submit Request For Alteration in Personal Details (PSF01A) Form, copy of National Registration Identity Card (NRIC) with new signature signed beside the NRIC, selfie with original IC and submit all documents by email.
   • If the certificate owner cannot remember the old signature, he/she may walk into the nearest Great Eastern branch office or Head office to update the new signature in front of our Customer Service Officer.
   • Alternatively, the certificate owner can submit/upload the Request For Alteration in Personal Details (PSF01A) Form in i-Get In Touch.
      
5. Who can be the witness of the form?
   Any 3rd party who is:
   
   • at least 18 years old and above
   • not a bankrupt,
   • of sound mind,
   • not under duress, and
   • not one of the nominees in the certificate.
   Alternatively, it can be witnessed by any authorized personnel of the company.


6. If my customer’s old signature is his thumb print, how can he update his signature?
   The certificate owner needs to go to the nearest Great Eastern branch office or Head office to update his signature in front of our Customer Service Officer.
   Alternatively, the certificate owner can submit/upload the Request For Alteration in Personal Details (PSF01A) Form in i-Get In Touch.
   
   
7. My customer subscribed to a certificate for his son when he is a minor, and now his son is 18 years old, and the certificate has been vested to his son. When can his son update his signature?
   Once the person covered attained age 18 years old, we will send a vesting letter to the person covered to update the new signature.
   
   The person covered needs to:
   
   • Update the signature by signing on the letter,
   • Cross out CTC NRIC copy for “For GETB use only”, and
   • Certificate holder to sign on the CTC NRIC copy.
   Alternatively, the new certificate owner may complete Request For Alteration in Personal Details (PSF01A) Form .
   The new certificate holder may complete and sign the new signature in the ‘New Signature column’ and put in remark ‘For Vesting update’ in the ‘Old signature column’. The new owner needs to sign again on the signature of certificate owner and submit to us duly witnessed. 
   
   • Attach it with Certified True Copy (CTC) of NRIC,
   • Cross out CTC NRIC copy for “GETB use only”, and
   • Certificate holder to sign on the CTC NRIC copy.

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1. What are the documents required for transfer of ownership? By way of Grant of Probate/Letter of Administration?
   Customers need to submit the following documents:
   
   • Declaration of New Participant Form
   • Clear copy of the new certificate owner’s NRIC/biometric copy or a clear copy of a valid passport is needed
   • Death certificate of the deceased certificate owner
   • Proof of relationship between the deceased and the new certificate owner (Example: Marriage certificate)
   • Proof of relationship between the new certificate owner and the minor/person covered (Example: Birth certificate or Legal adoption certificate
   • Tax Residency Self-Certification form (Individual) of the new certificate owner 
     
     Note: Other than biological parent, a legal guardian document is needed.
2. Are there any alternative options without the need to petition to the Court for the Grant of Probate or Letters of Administration for transfer of ownership?
   As long as the new certificate owner able to provide proof of relationship or supporting documents, such as legal guardian, birth certificate, marriage certificate, the new certificate owner can submit the following documents to change the ownership of the certificate:
   
   • Declaration of New Participant Form
   • Clear copy of the new certificate owner’s NRIC/biometric copy or a clear copy of a valid passport is needed
   • Death certificate of the deceased certificate owner
   • Proof of relationship between the deceased and the new certificate owner (Example: Marriage certificate)
   • Proof of relationship between the new certificate owner and the minor/person covered (Example: Birth certificate or Legal adoption certificate
   • Tax Residency Self-Certification form (Individual) of the new certificate owner 
     
     Note: Other than biological parent, a legal guardian document is needed.
3. Does the statutory declaration require stamp duty?
   The Declaration by New Participant form does not require stamp duty.
   
   
4. The certificate is third party certificate where the certificate holder is the parent and the person covered is the spouse. My client who was the certificate holder had passed away. What is the procedure to transfer the ownership of the certificate to the person covered?
   For third party certificate where the relationship is spouse, the person covered will become the new certificate owner and contributor. The requirement are as follows:
   
   • Declaration of New Participant Form
   • Clear copy of the new certificate owner’s NRIC/biometric copy or a clear copy of a valid passport is needed
   • Death certificate of the deceased certificate owner
   • Proof of relationship between the deceased and the new certificate owner (Example: Marriage certificate)
   • Tax Residency Self-Certification form (Individual) of the new certificate owner 
     
5. For third party certificate where the certificate owner is the parent and the person covered is the child, when the certificate owner passed away and the person covered is still below age 18, can the surviving parent request for transfer of ownership?
   For third party certificate and the person covered is the child, the surviving parent will become the new certificate owner and contributor. The requirements are as follows.
   
   • Declaration of New Participant Form
   • Clear copy of the new certificate owner’s NRIC/biometric copy or a clear copy of a valid passport is needed
   • Death certificate of the deceased certificate owner
   • Proof of relationship between the deceased and the new certificate owner (Example: Marriage certificate)
   • Tax Residency Self-Certification form (Individual) of the new certificate owner 
     
6. The certificate is a third party certificate where the certificate holder is the parent and the person covered is the child. If the certificate holder passed away, what is the procedure to transfer the ownership of the certificate to other than siblings or surviving parents (e.g. Uncle, grandparents etc.)?
   The ownership of the certificate can be transferred upon passing away of the certificate owner. The claimant who would like to become a new certificate owner must be able to provide proof of relationship or supporting documents, such as legal guardian to become a new certificate owner.
   
   • Declaration of New Participant Form
   • Clear copy of the new certificate owner’s NRIC/biometric copy or a clear copy of a valid passport is needed
   • Death certificate of the deceased certificate owner
   • Legal guardian document as supporting document
   • Tax Residency Self-Certification form (Individual) of the new certificate owner 
     
7. If the certificate owner passed away, is it allowable to transfer the ownership of the certificate to a trust corporation, e.g. Amanah Raya?
   The transfer of ownership of the certificate to a trust corporation is not allowed.
   
   
8. Is it allowable to transfer the ownership of the certificate from one Company to another Company?
   For a Keyman certificate, the change of owner from one company to another company as the new certificate owner is NOT allowed.
   
   
9. When can transfer of ownership be exercised? 
   Transfer of ownership can be applied in the event the participant of a third-party certificate passed away. The new owner should be the legal estate of the participant.
   
   
10. What is the processing time for transfer of ownership transaction?
    The processing time is 5 working days.
    
    
11. Is there any endorsement issued for transfer of ownership?
    There will be an endorsement issued.
    
    
12. Will there be a letter issued to inform on the success/rejection of the transfer of ownership request?
    For successful requests, the Company will issue an endorsement only. As for unsuccessful requests, rejection notification will be issued via e-mail, servicing agents, Customer Service Centre, or mail.
    
    
13. Can customer fax/email the relevant documents and written letters to Great Eastern Takaful Berhad?
    All the documents requesting for the transfer of ownership must be original copy.
    

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1. How does the sum covered multiple rule work?
   Sum covered multiple rules is used to calculate the portion of the contribution which will flow to balancer. Any excess after sum covered multiple rules will be treated as balancer. The allocation rate for balancer is 95%.
   For example:
   Person Covered: 30 ANB, Male, Non-smoker, contribution RM15,000, Sum Covered RM500,000.
   Based on the sum covered multiple rule table, the factor is 50.
   The basic contribution is calculated as Sum Covered / Sum Covered Multiple rule factor.
   = RM500,000 / 50
   = RM10,000
   
   Since the contribution proposed is RM15,000, the excess RM5,000 will flow to the balancer.
   

Age at Entry	Sum covered multiple rule
1-16	60
17-25	55
26-35	50
36-45	35
46-55	25
56 and above	15



2. For the increase amount of contribution, will it follow the allocation for the original contribution?
   The increased amount of contribution will be treated as new contribution and allocation does it follow the first-year allocation.
   
   
3. After changing my regular contribution, when will the effective date be?
   The effective date will be the next contribution due date.
   
   
4. Any fee required for change of contribution?
   An alteration fee is not required for the change of contribution.
   
   
5. I want to increase my regular contribution. Any limit on the minimum contribution?
   The minimum increment is RM240 per year, which is RM20 per month, RM60 per quarter, and RM120 per half-yearly.
   
   
6. I want to decrease my regular contribution. Any limits on the minimum contribution?
   The minimum contribution per certificate must be RM1,200 per year, which is RM100 per month, RM300 per quarterly, and RM600 per half-yearly.
   
   
7. What is the requirement which I need to submit to increase my regular contribution?
   For certificate without waiver rider, the certificate owner can just submit duly signed and completed Application for Inclusion/Alteration of Coverage (PSF02) form to increase regular contribution amount at any time.
   For increasing the contribution with waiver rider attached, please submit the below requirements:
   
   • Completed PSF02 (Application for Inclusion/ Alteration of Coverage) form
   • ILP Calculator (with the assistance of servicing agent - optional) 
     
     Note: Once the increase of regular contribution is completed, the coverage for waiver rider will be increased accordingly. In the event of claims, the waiver rider will cover the increase of contribution. For example:
     Existing contribution amount = RM1,200
     New contribution amount = RM2,400
     In the event of claims, the company will waive the contribution of RM2,400.
8. What is the requirement I need to submit to reduce my regular contribution?
   Certificate owner will need to submit duly signed and completed Request for Contractual Changes (PSF01) form to reduce regular contribution amount. The company will issue a Letter of Consent (LOC) within 5 working days if the certificate is NOT sustainable up to the full contractual term/maturity date with the revised contribution amount. The company will only proceed with the changes upon receiving the duly signed and completed LOC from the certificate holder.
   
   
9. Can I increase the regular contribution without increasing the waivers?
   Any increase in regular contribution, the waiver contribution riders will also have to be increased concurrently.
   
   
10. Can I fax/email the forms to Great Eastern Takaful Berhad?
    We only accept form/letter submission via i-Get In Touch ("iGIT"). Certificate owner is advised to upload the letter in iGIT. Nevertheless, if certificate owner is unable to upload the letter in iGIT, certificate owner may get the servicing agent to upload the letter via i-Great Partner with valid reason indicated on the letter.
    
    
11. How long is the processing time?
    The processing time is 5 working days from the date received of completed documents.

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1. What is free-look period/cooling-off period?
   Certificate owner is given 15 days from the day they acknowledged the receipt of the e-certificate from iGIT to review the certificate. If the certificate owner is not satisfied with the certificate that he/she enrolled in, Certificate owner is allowed to cancel the certificate with a written notice to the company.
   
   
2. Can certificate owners get a full refund if the certificate is terminated under free-look period?
   For Traditional certificate, Great Eastern Takaful Berhad will refund the full amount of contribution received less medical examination fee, if any, incurred during proposal stage.
   For Investment-Linked certificate, Great Eastern Takaful Berhad will refund the sum of:
   
   • Any amount or contribution that have not been allocated for unit fund
   • Total Account Value (TAV) of the certificate
   • Total values of the Units deducted for Tabarru’ and Service Charge based on the Net Asset Value on the Next Valuation Date less any medical fees incurred during the proposal stage
3. How will certificate owners get the refund after free-look cancellation?
   The amount will be refunded via direct credit.
   
   
4. How long does it take for the refund of contribution to the credit card account?
   The refund of the contribution amount will be by direct credit only, not by credit card account.
   
   
5. What is the procedure to request for free-look cancellation?
   Certificate owner can request to cancel the certificate within 15 days upon acknowledgement of e-certificate in i-Get In Touch ("iGIT"). Certificate owner can submit the following documents for certificate cancellation:
   
   • A written request from the Certificate owner, where the signature must the same with our records
   • Direct Credit Facility Form 
     
     Note: In case the certificate owner doesn’t acknowledge the e-certificate in iGIT after 75 days, the system will auto acknowledge the e-certificate on the 75th day. Thereafter, the certificate owner will be given 15 days to request free-look cancellation.
6. Is consent required from nominee(s)/executor/conditional assignee?
   Consent is not required from nominee(s)/executor/conditional assignee.
   
   
7. Can the certificate owner fax/email the requirement for free-look cancellation to Great Eastern Takaful Berhad? 
   We only accept form/letter submission in iGIT. Certificate owner is advised to upload the letter via iGIT. Nevertheless, if certificate owner is unable to upload the letter via iGIT, certificate owner may get the servicing agent to upload the letter via i-Great Partner with valid reason indicated on the letter.
   
   
8. How long does it take for the refund amount to be credited to my customer’s back account via direct credit?
   A customer can check his/her bank account after 3 to 5 working days from the day Great Eastern Takaful Berhad processed the refund through direct credit.
   
   
9. How long is the processing time for free-look cancellation?
   Upon receiving the completed documents, the free-look cancellation will take approximately 5 working days to process.
   

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1. How do I get information about Investment-Linked Certificate?
   Please click here to access the Guide to Investment-linked Certificate. The guideline will provide you with general information on how your Investment-linked Certificate works, factors that may reduce your fund value and steps that you can take to enjoy Takaful coverage for the full term of your certificate.
   
   
2. When will the cancellation of benefits take effect?
   It will take effect from the next monthly anniversary due date upon receiving the application form or upon receipt of a Letter of Consent  or the payment received date (whichever is later).
   
   
3. Is there any letter or endorsement issued to certificate owner?
   Endorsement will be issued after updating the Cancellation of Investment-Linked Benefits. This endorsement will be uploaded in i-Get In Touch ("iGIT") where certificate owner can review and download for reference.
   
   
4. Is the certificate owner required to submit the ILP Calculator via i-Great Partner for cancellation of benefits?
   Submission of ILP Calculator via i-Great Partner is not compulsory for cancellation of benefits. Certificate owner will only need to submit the form for cancellation of benefits.
   We only accept form/letter submission via i-Get In Touch ("iGIT"). Certificate owner is advised to upload the form via iGIT. Nevertheless, if certificate owner is unable to upload the form via iGIT, certificate owner may get the servicing agent to upload the form via i-Great Partner with valid reason indicated on the form.
   
   
5. Is the certificate owner allowed to withdraw the application after the cancellation is done?
   Withdrawal of request can be done within 3 weeks after alteration date.
   
   
6. When can I cancel my rider or supplementary benefit?
   Certificate owner may cancel any attaching IL rider or supplementary benefits at any time.
   
   
7. Do I get any refund after I cancel my rider or supplementary benefit?
   Upon cancellation of any Investment-link rider, there would be no refund of contribution and no reduction in the Investment-link certificate contribution amount.
   
   
8. Will my contribution be reduced upon cancellation of rider or supplementary benefit?
   Upon cancellation of benefit, the contribution will remain the same. However, the Tabarru’ charges of the cancelled rider would not be deducted from the total account value (TAV) at the next certificate due date.
   
   
9. What documents do I need to submit to cancel my rider?
   Certificate owner needs to submit either of the following documents for rider cancellation:
   
   • Completed Request for Contractual Changes (PSF01) form, or
   • Completed Application for Inclusion/ Conversion/ Alteration of Coverage (PSF02) form.
     
     We only accept form / letter submission via i-Get In Touch ("iGIT""). Certificate owner is advised to upload the form via iGIT. Nevertheless, if certificate owner is unable to upload the form via iGIT, certificate owner may get the servicing agent to upload the form via i-Great Partner with valid reason indicated on the form.
10. Do I need to get consent from nominee/assignee/executor to cancel the rider the supplementary benefit?
    No consent from nominee/assignee/executor is needed.
    
    
11. How long does it take to process my application for rider or supplementary benefits cancellation in IL certificate?
    The process will take around 5 working days after we receive all the required documents/forms.

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1. What is the requirement for certificate owner to submit the request to decrease sum covered?
   Certificate owner needs to submit the Request for Contractual Changes (PSF01) form.
   
   
2. Can the sum covered be reduced within free-look period? Will there be any refund?
   You are allowed to reduce sum covered within free-look period but there will be no refund of contribution paid.
   
   
3. My certificate has outstanding contribution. Can I decrease the sum covered?
   The certificate owner can request to decrease sum covered even though the certificate has outstanding contribution.
   
   
4. My certificate has a potential lapsed date. Can I submit the request?
   You can submit the request to reduce sum covered.
   
   
5. If certificate owner decreases sum coverage, will the contribution reduce automatically?
   The contribution will be reduced automatically and if the certificate owner would like to reduce the contribution, please indicate the changes on the application form.
   
   
6. Will there be any revision/changes to the benefits covered on my certificate benefits?
   We will only revise the sum covered in accordance with your request on the form.
   
   
7. I only submitted a request to decrease the sum covered for main benefit. Why did Great Eastern Takaful Berhad decrease the sum covered for other benefits? 
   The decreased sum covered for other benefits is subject to the minimum sum covered limit of both the rider and main benefits.
   For example: The sum covered by the Waiver of Contribution must be the same as the main benefit.
   
   
8. Is there any fee required to decrease the sum covered?
   There is no alteration fee to decrease the sum covered.
   
   
9. Is there any letter or endorsement issued to certificate owner?
   Endorsement will be issued, and it will be part of the certificate document.
   
   
10. When will the decrease in the sum covered take effect?
    It will take effect from the next monthly anniversary due date upon receiving the application form.
    
    
11. Where can I get the alteration form?
    The downloadable form is available in our corporate website here and i-Great Partner (i-Great Partner > Operation > Customer Service Form).
    
    
12. I have changed my mind, and would like to withdraw the application submitted earlier. What are the requirements?
    Withdrawal of application is not allowed after the Company has processed your request. However, if you wish to increase the sum covered, you are required to submit a completed Application for Inclusion/Conversion/Alteration of Coverage (PSF02) form which is subject to Underwriting's approval.
    
    
13. How long is the processing time?
    The processing time is 5 working days from the date received of completed document.
    
    
14. Can I fax/email the form to Great Eastern Takaful Berhad?
    We only accept form/letter submission via i-Get In Touch (“iGIT”). Certificate holder is advised to upload the letter via our customer portal. You may upload the form via i-Get In Touch under CS alteration. Nevertheless, if certificate owner is unable to upload the form via iGIT, certificate owner may get the servicing agent to upload the form via i-Great Partner with valid reason indicated in the form.
    

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