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.

Our mission statement consists of:

• Caring for your lifecycle needs with attractive and affordable products
• Experiencing great moments with us; we deliver our promises on time, all the time
• To be the preferred partner for all stakeholders by attracting and developing value-based talents

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:

• Visit any of our 21 service centres nationwide
  
  
• Call our toll free at 1 300 13 8338
  
  
• Write to us at:
  
  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

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:-

• Acceptance – we recognise that we may not have met your expectations and will accept all complaints.
• Ownership – we are responsible for resolving your complaint. If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
• Collection of information – we will confirm the details of your complaint and clarify if we are unsure.
• Treatment – we will ensure that you and your complaint are treated fairly.
• Commitment – we will follow-through on what we commit to do.
• Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 days. For complaints which may take more time to resolve, we will keep you informed of our progress.
• Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

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:

1. Account Information - your name, certificate number or account number
   
   
2. Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc.). If you wish to be called only during certain hours, please let us know.
   
   
3. Complaint Information - what your complaint is about, what happened, when did it happened and who were involved. If you have evidence to support your complaint, please provide us as well.

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.

PROMPT RESPONSE TO ENQUIRIES

We strive to provide timely responses to all interactions with us.

1. Walk-in Customers
   You will be served within 10 minutes.
   
   
2. Phone Enquiries
   
   • Responses to our automated voice response complaints are instant.
   • Calls are answered within three rings.
   • Simple and straight forward cases will resolved and respond immediately.
   • Complex cases, which require follow up, will be responded within two working days.
   
   
3. Enquiries via e-mail and correspondence
   
   • An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
   • Email responses would be given within three working days from the date of receipt for enquiries.
   • Correspondence would be replied to within three working days from the date of receipt for simple enquiries. You will be updated regularly if enquiries are complex and requiring in depth investigation.

PROMPT RESPONSE TO COMPLAINTS

We strive to provide timely responses to all your interactions with us.

1. Walk-in Customers
   You will be served within 10 minutes.
   
   
2. Complaints via phone
   
   • Responses to our automated voice response complaints are instant.
   • Calls are answered within three rings.
   • Simple and straight forward cases will resolved and respond immediately.
   • Complex cases, which require follow up, will be responded within two working days.
   
   
3. Complaints via e-mail and correspondence
   
   • An acknowledge receipt will be sent to the sender upon receipt of the email.
   • Email responses would be given within seven days from the date receipt of the complaint.
   • For correspondence, acknowledgement letter will be sent to sender within two working days from the date complaint is lodged. 
   • For complex cases, you will be informed within 14 days on the resolution unless further time extension is required. You will be updated and informed regularly on the case status until it is resolved. 

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

1. Free Look Period
   The certificate may be cancelled by returning it to the Takaful Operator by hand or registered post within fifteen (15) days after the receipt by you or a person who resides your residence, we shall then refund the sum of:-
   
   
   1. The amount of contributions that have not been allocated to purchase units;
   2. Value of units that have been allocated (if any) at their respective Net Asset Value on the Next Valuation Date;
   3. Any Tabarru and Service Charge that have been deducted;
   
   Less medical expenses which may have been incurred on the covered person. Please note that for the purpose of determining the period of fifteen (15) days, this certificate will be deemed to be returned to the Takaful Operator on the date we have received it or the date that it has been posted to us by registered post.
   
   
2. Terminating Your Takaful Coverage To Enter into a New Takaful Plan
   Upon lapsing or surrendering an existing takaful certificate in order to replace with another (by the same or a different takaful operator) you will lose out!
   
   
   • The new certificate is usually of a higher contribution based on the current age
   • You may need to pay extra contribution or be denied takaful coverage if there are changes to your health.
   • In most medical and critical illness policies, the waiting period (the duration when no claim is payable) resumes from the certificate issue date or reinstatement date, whichever is later.
   
   You can meet your financial objectives by upgrading your takaful coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing certificate.
   
   
3. Contribution Payment
   
   
   • You can pay your contribution via cash(annual mode only) at any of our 21 Great Eastern Life Malaysia Branches, or
   • Cheque (annual mode only). If you are making your contribution payment by cheque, always ensure that the cheque is payable only to Great Eastern Takaful Berhad, or
   • Auto debit facilities via selected Banks or
   • Credit Card Easi-payment through Malaysian Visa or MasterCard account
   
   When paying contributions, please make sure you obtain our official receipt which is a computer generated document and does not require a signature. Note that no receipt will be issued for contributions payment made through banker’s order, auto-debit and credit card facilities. In those cases, confirmation from respective bank or credit card statement constitutes evidence of payment.
   
   
4. Comprehensiveness and Transparency in Product Information
   We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.
   

By interacting with the Company, submitting information to the Company, or signing up for any products or services offered by the Company, you consent and authorize the Company to obtain and verify any information about you from you or from any third parties which the Company may require in connection with your application for any of the Company's takaful products or services.

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 Company for takaful, such historical financial or credit records, data or information whether or not provided personally.

The information that you have provided to the Company is necessary. If you do not provide the Company with such information, the Company may not be able to provide you with takaful coverage or to respond to any claim.

The Company may disclose and/or provide your personal information to the following parties for the purposes stated above:

1. the Company's authorised representative;
2. in relation to third party certificates, the certificate owner;
3. in relation to group certificates, the certificate owner and/or its broker;
4. third party service providers (who provide administrative, telecommunications, computer, payment, data processing or storage, or other services to the Company in connection with the operation of our business) to fulfil the Company's obligations to you;
5. takaful operators, third-party claims adjusters, fraud detection and prevention services, retakaful companies and takaful industry regulatory authorities;
6. any credit reference agencies or, in the event of default, any debt collection agencies;
7. any takaful rating organizations that collect information about credit history, accident fault, injury description and amounts paid and share it with other takaful operators and others entitled to see it;
8. any person, who is under a duty of confidentiality and has undertaken to keep such data confidential, which the Company has engaged to fulfil its obligations to you;
9. any actual or proposed assignee, transferee, participant or sub-participant of the Company's rights or business,
10. any person to whom the Company is under an obligation to make disclosure under the requirements of any law, rules, regulations, codes of practice or guidelines binding on the Company including, without limitation, any applicable regulators, governmental bodies, or industry recognised bodies such as the Malaysian Takaful Association, and where otherwise required by law; and
11. other companies in the Company's group of companies (for information, please log on to www.greateasterntakaful.com) including those located outside Malaysia.

You may access certain personal information held by the Company based on the applicable data protection laws of Malaysia. You may access your personal information at any time by calling our Careline at 1300-13-8338 or visit our customer portal at www.igetintouch.com.my. If you have any inquiry or complaint (such as limiting the processing of certain information, including the withdrawal of consent to receive marketing information), you may contact our Privacy Officer at +603 4259 8381 or our Careline at 1300-13-8338, or write to the Company.

The Company may charge a reasonable fee for access. If you can show that the personal information held by the Company is not accurate, complete and up to date, the Company will take reasonable steps to ensure it is accurate, complete and up to date upon receiving your verification/feedback.

For more information on how the Company deals with your personal data, please log on to www.greateasterntakaful.com and read the Company's Client Charter and Privacy Policy.

The Company may review and update this Personal Data Protection Notice from time to time to reflect changes in the law, changes in the Company's business practices, procedures and structure, and changes in the community's privacy expectations. It is not generally feasible to notify you of changes to this Personal Data Protection Notice and as such, you can log on to www.greateasterntakaful.com or contact the Company's Privacy Officer to obtain the latest version of the Personal Data Protection Notice at any time.

By interacting with the Company, submitting information to the Company, or signing up for any products or services offered by the Company, you consent to such use of your personal information including sensitive personal data.

The Company is committed to ensure the safety and security of our customer’s personal information in our operations. As such, we have put place strong security measures to prevent unauthorized access, which could result in alteration, destruction or theft of data or compromise the confidentiality of our customer's data. In doing so, we will ensure compliance by our staff with the strictest standards of security and confidentiality.

Please click here for the Bahasa Malaysia version.