At Great Eastern Takaful Berhad, our vision is to pave the way to a GREAT and COLOURFUL life: Takaful for YOU & ME.
Our mission statement consists of:
GETB also considers compliance with various regulators’ requirements including the Shariah requirements; one of the most important and one of our strategic priorities. Our Customer Feedback Unit promotes fair dealing in business conduct with participants and is in place to protect the interests of our stakeholders.
Easy to reach
We are committed to provide efficient and effective services in handling complaints and enquiries. You may address all concerns or complaints relating to handling of your personal information by contacting us through these channels:
Tel: 1 300 13 8338
Fax: (603) 4259 8808
Email: i-greatcare@greateasterntakaful.com
Our Commitment to enquiries and complaints
We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.
We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have. If we have not met your expectations, please let us know. If we have exceeded your expectations, we would love to hear from you.
Our complaints handling process is based on the following principles:-
Details of your enquiries/complaints
In order to resolve your complaint, it is important that you give us as much information as possible when you contact us. Please provide the following information, such as:
Once we receive sufficient information, we will be able to investigate your complaint and work towards a resolution.
If you feel that your complaints are resolved unfairly, we shall advise you on the alternative dispute resolution avenue.
Recording of complaints
All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.
Prompt response to enquiries
We strive to provide timely responses to all interactions with us.
Prompt response to complaints
We strive to provide timely responses to all your interactions with us.
Delivering our promises through our claims process
It is our endeavour to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. For documentation related to a specific claim, please visit our claims page.
Should you need further information on how to submit a claim or download claim forms you may visit www.i-greatpartner.com.my.
Once you have made your submission, you can expect to receive a response from us within 14 working days.
If at all, you are not satisfied with our claim decision contact:
Customer Feedback Unit
Great Eastern Takaful Berhad
Level 3 Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur
Tel: 1 300 13 8338
Fax: +603 4259 8808
Email: i-greatcare@greateasterntakaful.com
Key points to remember
Pillar 1: Takaful Made Accessible
Offer an active engagement model where a customer is aware of:
We are committed to provide efficient and effective services in handling complaints and enquiries. You may address all concerns or complaints relating to handling of your personal information by contacting us through these channels:
Expected Outcome
Better engagement and improved services
Service Level Target
Our Commitments
Pillar 2: Know Your Customer
To understand customer’s profile adequately which enables us to:
Expected Outcome
Build Trust
Service Level Target
Our Commitment
Pillar 3: Timely, Transparent and Efficient Service
Deliver a seamless service where customers are aware of:
Expected Outcome
Customer Satisfaction
Service Level Target
Our Commitments
Pillar 4: Fair, Timely and Transparent Claims Settlement Process
Deliver a seamless claim processing and settlement experience wherein customers are aware of:
Expected Outcome
Provide peace of mind to the Customer.
Service Level Target
Our Commitments
Note: Claims settlement and timeline for General Takaful business is governed by Bank Negara Malaysia's Guideline on Claims Settlement Practices and General Takaful Operators shall operate accordingly.
Effective Date
This Customer Service Charter comes into effect from 1 January 2018.
By interacting with Great Eastern Takaful Berhad (“the Takaful Operator”), submitting information to the Takaful Operator, enrolling or signing up for any products or services offered by the Takaful Operator, you are providing personal information to the Takaful Operator.
“Personal information” means any information which relates to you and which has been or will be provided by you to the Takaful Operator, including but not limited to your name, bio-data or personal profile, National Registration Identity Card number, passport number, address, telephone number, email address, images, your personal preferences, particulars of any third party person covered or beneficiary, financial and banking account information, and any information which may identify you, any person covered, executor or beneficiary, that has been or may be collected, stored, used and processed by the Takaful Operator from time to time. The term “personal information” also includes sensitive personal information which means any personal information consisting of information as to physical or mental health or condition, political opinions, religious beliefs or other beliefs of a similar nature, and the commission or alleged commission of any offence.
By providing personal information to the Takaful Operator, you consent (and where required, explicitly consent) to such use of your personal information including sensitive personal information, in the manner set out in this Notice. Such consent and authorisation herein shall extend to any information obtained from any of the takaful certificate (s) presently provided to you, any new application to the Takaful Operator for takaful certificate, and claim processing, such historical financial or credit records, data or information whether or not provided personally.
As a general rule, if you are under the age of 18 years, the Takaful Operator will obtain the consent from your parent, guardian or person who has parental responsibility for you. However, if you have attained the age of 16 years and wish to participate in a family takaful certificate on your own life or on another life in which you have a permissible takaful interest, you are deemed to have the capacity to give your own consent in relation to that takaful certificate.
The Takaful Operator may collect your personal information in the following manner, which includes but not limited to:
a. when you submit any form, including but not limited to application, proposal or claim forms;
b. when you enter into any agreement or provide other documentation or information in respect of your interactions and transactions with the Takaful Operator, or when you use the Takaful Operator’s services;
c. when you interact with the Takaful Operator’s staff, including the Takaful Operator’s customer service officers, e.g. via telephone calls (which may be recorded), letters, facsimile transmission, face-to-face meetings, digital platforms (including social media) and email;
d. when you use some of the Takaful Operator’s services provided through online and other technology platforms, e.g. websites and applications including when you establish any online accounts with the Takaful Operator;
e. when you request the Takaful Operator to contact you, be included in an email or other mailing list; or when you respond to the Takaful Operator’s request for additional personal information, or the Takaful Operator’s promotions and/or other initiatives;
f. when you are contacted by, and respond to, the Takaful Operator’s authorised representatives and other service providers;
g. when the Takaful Operator receives references from business partners and third parties, e.g. where you have been referred by them;
h. when your images are captured by the Takaful Operator via CCTV cameras while you are within the Takaful Operator’s premises, or via photographs or videos taken by the Takaful Operator or its authorised representatives when you attend events hosted by the Takaful Operator;
The Takaful Operator may also collect and/or verify your personal information from third parties such as a certificate owner who has taken up the takaful certificate on you or for your benefit, agents, brokers, business or strategic partners of the Takaful Operator and third parties from whom you have been referred to the Takaful Operator, or third parties from whom the Takaful Operator seeks or receives information on you in connection with your takaful certificate, which includes your takaful certificate application, or claims, e.g. from any of the Great Eastern group of companies, other insurers or takaful providers, insurance associations and takaful associations, hospitals, clinics and the relevant authorities.
If you provide the Takaful Operator with any personal information relating to a third party, including where you have named them as a person covered, executor, or beneficiary, or where you refer a third party to the Takaful Operator for the purposes of offering the Takaful Operator’s products and/or services to that third party, you represent to the Takaful Operator that you have obtained the consent of the third party for you to provide the Takaful Operator with their personal information for the purposes set out herein. References to “your personal information” shall include the personal information of third parties provided by you.
Your personal information may be used, recorded, stored, archived, disclosed or otherwise processed by or on behalf of the Takaful Operator (and its successors in title) for the following purposes:
a. for the provision of takaful services, as may be applicable and to carry out any activity or duty as a takaful operator, including but not limited to any operational or internal management purposes;
b. to assess or process any proposals or applications submitted on any of the Takaful Operator’s products and services, including any future underwriting;
c. any claim or investigation or analysis of such claim, including to ascertain your claims history in order to improve claims processing and prevent fraudulent claims, including any future claims assessment;
d. to manage and service the Takaful Operator’s relationship with you and to provide you with improved customer service;
e. to match and update any personal information held by the Takaful Operator and the Great Eastern group of companies (“Great Eastern”) relating to you from time to time (for more information on Great Eastern Takaful, log on to greateasterntakaful.com);
f. to offer and/or process any alterations, variations, cancellation or renewal of products or services by the Takaful Operator or by Great Eastern;
g. for direct marketing and general marketing of insurance and takaful products and services of the Takaful Operator, Great Eastern or third party products and services which are Shariah compliant that may be of interest to you. Please be assured that marketing information in respect of third party products and services will only be sent to you if you have expressly consented to the same;
h. for research and audit including but not limited to historical and statistical purposes;
i. to exercise any right of subrogation or recovery;
j. to prevent, investigate, or report any actual or suspected money laundering, terrorist financing, bribery, corruption, actual or suspected fraud including but not limited to takaful fraud, evasion of tax or economic or trade sanctions, and other criminal or unlawful activities;
k. for retakaful;
l. for litigation or potential litigation; and
m. if required by law or in good faith, if such action is necessary:
i. to comply with any law enforcement, court orders or legal process, and/or
ii. to protect and defend the rights or property of the Takaful Operator and Great Eastern Takaful (for information, log on to greateasterntakaful.com).
The information that you have provided to the Takaful Operator is necessary. If you do not provide the Takaful Operator with such information, the Takaful Operator may not be able to provide you with the takaful coverage and/or respond to any claim.
The Takaful Operator may disclose and/or provide your personal information to the following parties (within and outside Malaysia) for the purposes stated above:
a. the Takaful Operator’s authorised representatives;
b. in relation to third party certificates, the certificate owner and/or person covered;
c. in relation to group certificates, the certificate owner and/or to their agent or brokers;
d. third party service providers (who provide administrative, telecommunications, computer related facilities including but not limited to the purchase of hardware or software, system enhancements, migration or maintenance, if any, payment, data processing, storage, or other services to the Takaful Operator in connection with or related to the conduct or manner of operation of our business) to fulfil the obligations of the Takaful Operator to you;
e. banks and financial institutions;
f. insurers or takaful operators, fraud detection and prevention services, retakaful operators, takaful associations such as the Malaysian Takaful Association and takaful industry regulatory authorities;
g. any credit reference agencies or, in the event of default, any debt collection agencies;
h. any takaful rating organizations that collect information about credit history, accident fault, injury description and amounts paid and share it with other insurance companies or takaful operators and others entitled to see it;
i. any person, who is under a duty of confidentiality and has undertaken to keep such data confidential, which the Takaful Operator has engaged to fulfil its obligations to you;
j. any actual or proposed assignee, transferee, participant or sub-participant of the Takaful Operator’s rights or business;
k. any person to whom the Takaful Operator is under an obligation to make disclosure under the requirements of any law, rules, regulations, codes of practice or guidelines binding on the Takaful Operator including, without limitation, any applicable regulators, governmental bodies, or industry recognized bodies such as the Malaysian Takaful Association, and where otherwise required by law
l. other companies in Great Eastern, and the Takaful Operator’s affiliates; and
m. any business or strategic partners.
The Takaful Operator will take reasonable efforts to protect personal information in its possession or control by making reasonable security arrangements to prevent unauthorised access, collection, use, disclosure, copying, modification, disposal or similar risks. However, the Takaful Operator cannot completely guarantee the security of any personal information the Takaful Operator may have collected from or about you, or that e.g. no harmful code will enter the Takaful Operator’s website (e.g. viruses, bugs, trojan horses, spyware or adware). You should be aware of the risks associated with using websites.
While the Takaful Operator strives to protect your personal information, the Takaful Operator cannot ensure the security of the information you transmit to the Takaful Operator via the internet, and the Takaful Operator urges you to take every precaution to protect your personal information when you are on the internet. The Takaful Operator recommends that you change your passwords often, use a combination of letters and numbers, and ensure that you use a secure browser.
If applicable, you undertake to keep your username and password secure and confidential and shall not disclose or permit it to be disclosed to any unauthorised person, and to inform the Takaful Operator as soon as reasonably practicable if you know or suspect that someone else knows your username and password or believe the confidentiality of your username and password has been lost, stolen or compromised in any way or that actual or possible unauthorised transactions have taken place. The Takaful Operator is not liable for any damages resulting from any security breaches related to unauthorised and/or fraudulent use of your username and password.
The Takaful Operator may retain your personal information for such time as deemed to be necessary for the purpose of fulfilling any operational, audit, investigation, legal, regulatory, tax or accounting requirements, including but not limited to any potential litigation, and future underwriting and claims assessment purposes.
The Takaful Operator’s websites and platforms use cookies and other technologies. Cookies are small text files stored in your computing or other electronic devices when you visit the Takaful Operator’s website and platforms for record keeping purposes. Cookies are stored in your browser’s file directory, and the next time you visit the website or platform, your browser will read the cookie and relay the information back to the website, platform or element that originally set the cookie. Depending on the type of cookie it is, cookies may store user preferences and other information.
Web beacons (also known as pixel tags and clear GIFs) involve graphics that are not apparent to the user. Tracking links and/or similar technologies consist of a few lines of programming code and can be embedded in the Takaful Operator’s websites or platforms. Web beacons are usually used in conjunction with cookies and primarily used for statistical analysis purposes. This technology can also be used for tracking traffic patterns on websites and platforms, as well as finding out if an e-mail has been received and opened and to see if there has been any response.
The Takaful Operator may employ cookies and other technologies as follows:
a. tracking information such as the number of visitors and their frequency of use, profiles of visitors and their preferred sites;
b. making the Takaful Operator’s websites and platforms easier to use e.g. cookies may be used to help speed up your future interactions with the Takaful Operator’s websites and platforms;
c. to better tailor the Takaful Operator’s products and services to your interests and needs e.g. cookies information may be identified and disclosed to the Takaful Operator’s service providers and business partners to generate consumer insights;
d. collating information on a user’s search and browsing history;
e. when you interact with the Takaful Operator on the Takaful Operator’s websites and platforms, the Takaful Operator may automatically receive and record information on its server logs from your browser. The Takaful Operator may collect for the purposes of analysis, statistical and site-related information including, without limitation, information relating to how a visitor arrived at the website or platform, the browser used by a visitor, the operating system a visitor is using, a visitor's IP address, and a visitor's click stream information and time stamp (which may include e.g. information about which pages they have viewed, the time the pages were accessed and the time spent per web page);
f. using such information to understand how people use the Takaful Operator’s websites and platforms, and to help the Takaful Operator improves its structure and contents;
g. using cookies that are necessary in order to enable the Takaful Operator’s websites and platforms to operate e.g. cookies that enable you to log onto secure parts of the Takaful Operator’s websites and platforms; and/or
h. personalising the website and platform for you, including delivering advertisements which may be of particular interest to you and using cookie related information to allow the Takaful Operator to understand the effectiveness of the Takaful Operator’s advertisements.
Some cookies the Takaful Operator uses are from third party companies to provide the Takaful Operator with web analytics and intelligence about the Takaful Operator’s websites and platforms. These companies collect information about your interaction with the Takaful Operator’s websites and platforms. The Takaful Operator uses such information to compile statistics about visitors who interact with the websites, platforms and other online content related to the Takaful Operator, to gauge the effectiveness of the Takaful Operator’s communications, and to provide more pertinent information to its visitors.
If you do not agree to such use of cookies, you can adjust your browser settings. Unless you have adjusted your browser settings to block cookies, the Takaful Operator’s system will issue cookies as soon as you visit the Takaful Operator’s site or click on a link in a targeted email that was sent you, even if you have previously deleted the cookies.
The way which cookies can be managed depends on your browser. For more information on how to configure or disable cookies, please refer to the 'Help' option of your internet browser.
If you do not agree to the Takaful Operator’s use of cookies and other technologies as set out in this Notice, you should delete or disable the cookies associated with the Takaful Operator’s websites and platforms by changing the settings on your browser accordingly. However, you may not be able to enter certain part(s) of the Takaful Operator’s websites or platforms. This may also impact your user experience while on the Takaful Operator’s websites or platforms.
Data analytics, artificial intelligence and machine learning may be used for some of the purposes stated above.
You may access certain personal information held by the Takaful Operator based on the applicable data protection laws of Malaysia.
You may access your personal information at any time by calling the Takaful Operator’s Customer Careline or visiting the Customer Portal. If you have any inquiry such as limiting the processing of certain information, including the withdrawal of consent to receive marketing information, you may contact the Takaful Operator’s Customer Careline, or write to the Takaful Operator.
The Takaful Operator may charge a reasonable fee for access. If you can show that the personal information held by the Takaful Operator is not accurate, complete and up to date, the Takaful Operator will take reasonable steps to ensure it is accurate, complete and up to date upon receiving your verification or feedback.
If you have any complaints in respect of your personal information, you may contact the Takaful Operator’s Privacy Officer.
For more information on how the Takaful Operator processes your personal information, please log on to our website and read the Client Charter and Privacy Policy, as set out below:
| Great Eastern Takaful Berhad | |
| Website | www.greateasterntakaful.com |
| Customer Portal | igetintouch.greateasterntakaful.com |
| Customer Service Care | 1300-13-8338 |
| Email Address | i-greatcare@greateasterntakaful.com |
| Privacy Officer | +60342598381 |
The Takaful Operator may review and update this Notice from time to time to reflect changes in the law, changes in the business practices, procedures and structure of the Takaful Operator and Great Eastern, and changes in the community's privacy expectations. It is not generally feasible to notify you of changes to this Notice and as such, you can log on to the Takaful Operator’s website to obtain the latest version of the Notice at any time.
In the event of any inconsistencies between the English version and the Bahasa Malaysia version of this Notice, the English version shall prevail.
Please visit the Bahasa Malaysia version.
Any personal information that you have provided or will be providing, may be used, recorded, stored, archived, disclosed or otherwise processed by or on behalf of Great Eastern Takaful Berhad (“GETB”), including GETB’s successors in title for the following purposes:
“Personal information” means any information which relates to you and which has been or will be provided by you to GETB and/or Great Eastern, including but not limited to your name, National Registration Identity Card number, passport number, address, telephone number, email address, images, your personal preferences, financial and banking account information and any information which may identify you, that has been or may be collected, stored, used and processed by GETB from time to time. The term “personal information” also includes sensitive personal data which means any personal data consisting of information as to physical or mental health or condition, political opinions, religious beliefs or other beliefs of a similar nature and the commission or alleged commission of any offence.
GETB may retain your personal information for such time as deemed to be necessary for the purpose of fulfilling any administrative, audit, investigation, legal, regulatory, tax or accounting requirements, including but not limited to any potential litigation purpose.
The information that you have provided to GETB is necessary. If you do not provide GETB with such information, GETB may not be able to process, administer or manage your application and role as a GETB agent, including but not limited to your promotion and commission.
If you provide us with any personal information relating to a third party, by submitting such information to us, you represent to us that you have obtained the consent of the third party to provide us with their personal information for the purpose related to you as set out in this notice.
GETB may disclose and/or provide your personal information to the following parties (within and outside Malaysia) for the purposes stated above:
You may access certain personal information held by GETB based on the applicable data protection laws of Malaysia.
You may access your personal information through the i-Great Partner website (https://igreatpartner.greateasterntakaful.com). If you have any inquiry such as limiting the processing of certain information, you may contact GETB through Internet Communication Module (ICM) in i-Great Partner.
If you have any complaints in respect of your personal information, you may contact our Privacy Officer at 603-4259 8381.
GETB may charge a reasonable fee for access. If you can show that the personal information kept by GETB is not accurate, complete and up to date, GETB will take reasonable steps to ensure it is accurate, complete and up to date upon receiving your verification or feedback.
GETB may review and update this Personal Data Protection Notice from time to time to reflect changes in the law, changes in its business practices, procedures and structure of GETB, Great Eastern, and changes in the community’s privacy expectations. Any updates and/or changes to this Personal Data Protection Notice will be posted in the i-Great Partner website. You are advised to refer to the i-Great Partner website periodically to keep yourself updated of any changes.
In the event of any inconsistencies between the English version and the Bahasa Malaysia version of this notice, the English version shall prevail.
Please click here for the Bahasa Malaysia version.
PRIVACY POLICY
AT GREAT EASTERN TAKAFUL, we respect every individual’s right to privacy. Our relationship with you is our most valuable asset and is the very basis of our name and reputation. Whether you are our certificate owner, GREAT EASTERN TAKAFUL agent, registered user or a visitor to the secured area of our Website, we understand the importance you place on the privacy and security of information that personally identifies you or your information. We refer to and treat this information as “personal information”. We extend the following privacy policy to you.
INFORMATION GREAT EASTERN TAKAFUL COLLECTS AND HOW THE INFORMATION IS USED
When you sign up for a new certificate or register for our services, we ask you for your personal particulars via various modes of communication (e.g. electronic form transmission, hardcopy form filling, etc.) such as your contact details, amongst other information. Whenever we collect this personal information from you, we will make reference to this policy. We limit the collection and use of personal information to what is necessary to administer our business, to offer the best possible range of financial plans, products and/or to deliver superior service to you
SECURITY PROCEDURES IN PLACE TO PROTECT THE INFORMATION
We are committed to protect the security of your personal information. For this purpose and to the best of our ability, we have put in place the required control system to ensure security and confidentiality of our customers’, agents’ or business partners’ information at all times. These security standards and procedures shall be maintained notwithstanding any ending or termination of this business relationship. For further information on our security measures, please see our statement on Security Policy and Features below.
We also maintain stringent procedures authorizing only such employees as are strictly relevant or required to access your information on a need-to-know basis. Our employees have been educated and have personally undertaken to observe/act in accordance to your right to privacy and confidentiality. Any breach by the employee of our corporate policies would be viewed seriously and subject the employee to such disciplinary action as we may consider appropriate.
SECURITY POLICY AND FEATURES
We have put in place security measures to prevent unauthorized access which could result in the alteration, destruction, theft of data or compromise the confidentiality of our customers’ or agents’ or business partners’ data. Our site utilizes commercially proven security hardware and software products in our system, network and application infrastructure. These security products include routers, firewalls, secure operating system, authentication processes, encryption technology, etc.
Please note that you play a part in system security as well. Although we exercise every reasonable effort to provide a variety of safe, secure and reliable system, we do not have control over the computer, computer software, system and other incidentals used by you to access the system and further transmission over the internet cannot be guaranteed, warranted or represented to be absolutely secure. If you have registered for on-line facility, you should not share the facility with another person or reveal both your “system user-id” and “password”. The “password” is supposed to be a secret code and it must be changed immediately, if you feel that it has been compromised. Under good practice, “password” must be changed regularly and its secret code cannot be easily guessed.
SHARING OF INFORMATION
We will not disclose your personal information to others unless we have given you prior notice of disclosure or have been previously authorized by you. We do reserve the right to disclose or report personal information in limited circumstances where we believe in good faith that disclosure is required under any law, regulation, guidelines or directives (whether or not having the force of law), to cooperate with regulators, law enforcement authorities or any authority having jurisdiction over us, or to enforce and protect our rights or property.
To ensure that you benefit from the full range of financial plans, products and/or services as well as other opportunities, we may from time to time share your personal information with our agents, affiliated or member companies within our Group and/or other business partners. In such circumstances, we protect that personal information with a confidentiality agreement and these entities must confirm to our privacy standards so that confidentiality of the information is always protected.
Disclaimer by Takaful Advisor on social media account
Any views, opinions, references, assertions of fact and/or other statements that a financial representative may set out on his/her social media account(s) or otherwise are his/her personal views and are not necessarily the views held by Great Eastern Takaful. Great Eastern Takaful disclaims any liability whatsoever that may arise out of or in connection with such statements.
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