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. You hereby consent (and where required, explicitly consent) to the use of your personal information including sensitive personal information, in the manner set out in this notice.
"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, 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 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.
If you provide us 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 an individual to us for the purposes of us offering our products and/or services to that individual, 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.
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:
The Takaful Operator may also collect, store, use and process your personal information from the certificate owner who has taken up the takaful certificate for and on behalf of you, agents, brokers and/or business or strategic partners of the Takaful Operator or third parties from whom we seek or receive information on you pertaining to or in connection with your takaful certificate, which includes your takaful certificate application or claims.
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 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 or respond to any claim submitted by you.
The Takaful Operator may disclose and/or provide your personal information to the following parties (within and outside Malaysia) for the purposes stated above;
Our affiliates, business or strategic partners may contact you about products, services and offers, which are Shariah compliant and which may be of interest to you or benefit you financially.
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 Customer Careline at 1300-13-8338 or visit our Customer Portal at https://igetintouch.greateasterntakaful.com 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 our Customer Careline at 1300-13-8338, or write to the Takaful Operator at i-greatcare@greateasterntakaful.com.
If you have any complaints in respect of your personal information, you may contact our Privacy Officer at 603-4259 8381.
For more information on how the Takaful Operator processes your personal information, please log on to our website greateasterntakaful.com and read the Client Charter and Privacy Policy.
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.
The Takaful Operator may review and update this Personal Data Protection Notice from time to time to reflect the 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. Any updated and/or changes to this Personal Data Protection Notice will be posted in our website at greateasterntakaful.com at any time to keep yourself updated of any changes.
In the event of any inconsistencies between 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.