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Terms and
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Charter

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Service

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Disclaimer

Please read carefully the information below before using this website.

CONDITIONS OF ACCESS

Access to this website is granted by GREAT EASTERN TAKAFUL Berhad (hereinafter referred to as "GETB") and its representation is subjected to the following conditions:

BY ACCESSING THIS WEBSITE AND ANY PAGE THEREOF, YOU AGREE TO BE BOUND BY THE TERMS AND CONDITIONS BELOW. IF YOU DO NOT AGREE TO THE TERMS AND CONDITIONS BELOW, PLEASE DO NOT ACCESS, OR PLEASE DISCONTINUE YOUR ACCESS TO THIS WEBSITE OR ANY PAGE THEREOF IMMEDIATELY. 

References to 'you', 'your' and 'yours' are references to the person(s) accessing this website. References to 'we', 'us' and 'our' are references to GETB. The headings herein are inserted for reference only.

The information, material, functions and content provided in this website and the Conditions of Access as specified herein may be changed from time to time with or without notice at GETB's absolute discretion. However, where the variation or change is in our sole opinion, of a substantial nature and materially affects your access to this website we shall notify you of such variation or change by giving you seven (7) days prior notice by display on our website or by such other mode as we deem fit, unless we are unable to do so due to circumstances beyond our reasonable control. Where the variation is in respect of these Conditions of Access, your continued access to this website subsequent to such variation shall be deemed as your agreement and binding acceptance of the same.

YOUR CONDUCT

Your access to this website shall at all times be in compliance with any guidelines, directions of GETB or any law, regulations or legislation as may be applicable and you agree that you shall not abuse or misuse this website or the services herein, in any way. Without prejudice to the generality of the foregoing, you shall not nor assist any other person to hack into or obtain unauthorised access to this website or any services herein nor interfere with the access and use of the same by others. Further, you agree that you shall not carry out nor assist any other person to transmit communication, information or materials which adversely affects our rights or the rights of others, which is morally offensive, which adversely affects our internet takaful system or the security of our internet takaful system or which is otherwise against the law.

IMPORTANT DOs and DON’Ts

  1. You should not share your user ID or password with any other person.
  2. You should never display your account information in an area visible to others.
  3. Your PC should never be left unattended.
  4. Clean the Cache memory after use to clear private information stored within.
  5. GREAT EASTERN TAKAFUL will never ask you for your ID and Password through email. Report back to GREAT EASTERN TAKAFUL should you receive such an email.
  6. It is your responsibility to keep your Internet Browser up to date with the latest security updates. 

DISCLAIMER OF WARRANTIES AND LIABILITIES

The following clauses exclude or limit our legal liability for this website. You should read them carefully.

No Warranties

Whilst we will use our reasonable endeavours to ensure the accuracy, currency, availability, correctness and completeness (in the context of its purpose) of the information and materials contained in this website, all information and materials including those on services, products, financial information, data, text, graphics, audio, video, links or other items are provided strictly 'as is', and 'as available' and is so provided for your information and reference only. Therefore GETB does not warrant the accuracy, adequacy or completeness of such information and materials and expressly disclaims liability for errors or omissions in such information and materials. The use thereof is at your sole risk. No warranty of any kind, implied, express or statutory, including but not limited to any warranty of title, non-infringement of third party rights, merchantability, satisfactory quality, fitness for a particular purpose and freedom from computer viruses, is given in conjunction with this website, or any information and materials therein. No warranty is given that access to any information or materials on this website or this website as a whole will be provided uninterrupted or free from errors or that any identified defect will be corrected. Further, no warranty is given that this website or any information or materials are free from any virus or other malicious, destructive or corrupting codes, agents, programs or macros. We make no representations or warranties regarding the accuracy, functionality or performance of any third party software that may be used in connection with this website. 

SCOPE OF WEBSITE USAGE

Intended users

This website (and especially any takaful information offered through this website) is currently intended for those who access it from within Malaysia only and nothing herein shall be construed as GETB providing takaful information and facilities outside of Malaysia. Materials and information in this website are not intended for use by persons located in or resident in jurisdictions which restrict the distribution of such materials and information and we do not guarantee that this website complies with or is appropriate for use in places outside of Malaysia. You are required to inform yourselves about and observe any relevant laws, regulations and local practices whether in relation to restrictions or otherwise and also any applicability thereof in the light of your own individual circumstances.

Without affecting the generality of the foregoing, any information or material on products and services is intended to be of general information to persons within Malaysia only. Nothing in this website should be regarded as any advice or recommendation with respect to products and services nor as any offer or solicitation to buy the said products and services. You should seek professional advice at all times and obtain independent verification of the materials and information provided in this website prior to making any investment, business or commercial decision based on any such materials or information.

You are wholly responsible for use of the website by yourself and/or any person using your computer and you must ensure that any such person complies with the terms and conditions herein. In the event that the laws of the jurisdiction you are in do not permit or impose restrictions on the access to the contents of this website, you shall forthwith discontinue access or comply with such restrictions (as the case may be).

COPYRIGHT AND TRADEMARKS

The copyright in this website is owned by GETB. No part or parts hereof may be reproduced, distributed, republished, displayed, broadcast, hyperlinked, framed or transmitted in any manner or by any means or stored in an information retrieval system without the prior written permission of GETB save for the provision in the paragraph captioned 'Restricted Use for Agents and Potential Agents' below. You also may not, without GETB's permission, insert a hyperlink to this website on any other website, frame or "mirror" any material contained on this website on any other server.

All text, graphics, images, art, photos, video or other multimedia work or any combination thereof available on this website are at all times protected by copyright, trademarks and service marks and any other applicable Intellectual Property or proprietary rights, all of which are the property of GETB and where applicable, third party proprietors. No right or licence is given to any party accessing this website to download, reproduce or use any such content. No trade mark or service mark displayed on this website may be used as a link to any GETB member's site or any other site unless establishment of such a link and use of such trade mark or service mark is approved in advance by GETB in writing.

Restricted Use for Agents and Potential Agents

If you are an Agent or potential Agent of GETB, you may print, copy, download or temporarily store extracts from this website, strictly for your personal information and provided nothing is altered, when you use or are contemplating the use of our products and services for which the page or extract from this website is relevant in your direct/indirect soliciting of takaful business for GETB.

No granting of rights

Any rights not expressly granted herein are reserved.

LINKS

Links to other sites

Where we provide hypertext links to other locations on the Internet, such is done for information purposes only. No endorsement or approval of any third parties or their advice, opinions, information, products or services is expressed or implied by any information on this website. We are not responsible for the content of any other websites or extracts from links or pages linked to or linking to this website. We have not verified the content of any such websites. Following links to any other websites or pages shall be at your own risk and we shall not be responsible or liable for any damages or in any other way in connection with linking.

Downloadable software

Links to downloadable software sites are for convenience only and we are not responsible or liable for any difficulties or consequences associated with downloading the software. Use of any downloaded software is governed by the terms of the license agreement, if any, which accompanies or is provided with the software.

SECURITY OF MESSAGES

Messages sent at user's risk

Messages sent over the Internet cannot be guaranteed to be completely secure as they are subject to possible interception or loss or possible alteration. We are not responsible for them and will not be liable to you or anyone else for any damages or otherwise in connection with any message sent by you to GETB or any message sent by GETB to you over the Internet. 

INDEMNITY

You hereby irrevocably agree to indemnify and keep GETB indemnified from all liabilities, claims, losses (directly or indirectly) and expenses, including any legal fees on a full indemnity basis, that may be incurred by GETB or any member thereof in connection with or arising from.

  • your misuse of this website and the services provided herein; whether deliberate or otherwise, or
  • your breach of these terms and conditions howsoever occasioned, or
  • any intellectual property right or proprietary right infringement claim made by a third party against GETB in   connection with your use or misuse of this website. 

MISCELLANEOUS

No waiver

The failure of GETB to exercise or enforce any right or provision of these terms and conditions shall not constitute a waiver of such right or provision.

Severability

If any part of these terms and conditions is determined to be invalid or unenforceable pursuant to any law, which is applicable to GETB, then the invalid and unenforceable provision will be deemed superseded by a valid, enforceable provision that most closely matches the intent of the original provision, without invalidating any other provisions of the terms and conditions herein. 

GOVERNING LAW AND JURISDICTION

By accessing this website and/or using the services offered through this website, you agree that Malaysian law:
 

  • shall govern such access and the provision of such services, and
  • shall be applicable in the interpretation of the terms and conditions herein.

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Our 4 Pillars of Standard

 

Pillar 1: Takaful Made Accessible

Offer an active engagement model where a customer is aware of:

  • Multi-channel options and accessibility for participating and enquiry.
  • Where and how to provide feedback, suggestion and complaint.

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; or
  • Call our toll free at 1300-13-8338; or
  • Write to us at:
    Customer Feedback Unit
    Great Eastern Takaful Berhad
    Level 3 Menara Great Eastern
    303 Jalan Ampang
    50450 Kuala Lumpur
     

Expected Outcome
Better engagement and improved services

Service Level Target

  • Multi-channels and appropriate channels are being used for participating and enquiry.
  • Online channels are being used for participating and enquiry.
  • Feedback, suggestions and complaints are received via channels provided.
     

Our Commitments

  1. We will make Takaful products easily accessible via various channels, physically and virtually, to obtain information, participate or make enquiries.

    • Offer an active engagement model where a customer is aware of:
      • Multi-channel options and accessibility for participating and enquiries.
      • Where and how to provide feedbacks, suggestions and complaints.
         
    • Reinforce that Takaful is easily accessible via various channels, physically and virtually.
      • Customers are kept informed on the physical and engagement channels available for them to participate in takaful plan or to make enquiries.
      • Specifically, customers should have access to the following:
        • Takaful agent locator
        • List of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.
        • Social media– Facebook: Great Eastern Takaful Berhad

          Note: Channel availability may vary from time to time, and customers will be informed accordingly.
           
  2. We will actively seek feedback, suggestions or complaints on how We can serve customers better.

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Pillar 2: Know Your Customer

To understand customer’s profile adequately which enables us to:

  • Know and anticipate the customer’s needs and preference.
  • Ask for requisite information and documents to best advise the customer.
  • Offer suitable products and services.

Expected Outcome
Build Trust

Service Level Target

  • 90% of customers are served with suitable products and services which fit their needs and wants.
  • Minimal complaints (ratio of 5% of total complaints) from customers are on not understanding what was offered and / or not having the suitable products and services.

Our Commitment

  1. We will strive to help customers find the right product to suit their needs.

    • Knowledgeable and ethical employees and agents are available to serve customers.
    • Training
      • Ensure employees and agents are properly trained on products and services offered.
      • Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
         
    • Understanding Customers’ Needs
      In order to understand the customers’ profile adequately,  we, including our agents shall: -
      • Listen attentively to the customers.
      • Acknowledge and properly understand the customers’ needs and preferences.
      • Ask for requisite information and documents to advise the customers accordingly and in accordance with the industry’s Code of Practice on the Personal Data Protection Act 2010.
      • Offer options of suitable products and services to meet the customers’ needs and wants.
         
    • Any options provided to customers shall be explained and on an “opt-in- basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

      Note: Handling of customer information is governed by Bank Negara Malaysia’s Certificate Document on Management of Customer Information and Permitted Disclosures and Takaful Operators shall operate accordingly.

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Pillar 3: Timely, Transparent and Efficient Service

Deliver a seamless service where customers are aware of:

  • Takaful Operators’ responsibilities towards customers.
  • Expected service standard and time taken to deliver these services, i.e. time taken to answer enquiries / resolve complaints.
  • Where and how to obtain information required

Expected Outcome
Customer Satisfaction

Service Level Target

  • 80% of customers are being served within the expected service level and timelines.
  • 100% of customers are issued with certificate documents in a timely manner.
  • Declining complaints ratio.
     

Our Commitments

  1. We will set clear responsibilities towards customers and uphold it:

    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:

    • 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

      We also consider 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.
       
  2. We will set clear expectation on time taken for various services.

    • To include a clear expectation on time taken for various services:
      • Delivery of Services
        Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels (head offices / branches / brochures / call centre / website / social media).

      • Standards to be adopted
        • Serve walk-in customer promptly.
        • Customer Waiting Time: Within 10 minutes.
           
  3. We will ensure efficient certificate servicing and providing relevant documentation in a timely manner.

    • Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as consequence arising from any of these actions.
    • Customers are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.
    • The standard operating procedure on dealings with customers must be clearly complied with.
       
  4. We will ensure efficient certificate servicing and provide relevant documentation in a timely manner (Family Takaful).

    • Family Takaful
      Certificate Processing Turnaround Time (from receipt of full documentation, information and payment of contribution).
      • New Certificate Issuance (upon acceptance in the Certificate system):
        • Standard cases – within 5 working days
        • Additional information required / pre-existing medical condition / complex cases – within 10 working days
           
      • Change of Certificate details (Endorsement):
        • Certificate Changes (Non-financial): within 3 working days
        • Certificate Changes (Financial):
          • Standard cases - within 5 working days
          • Non-Standard cases – within 10 working days
        • Reinstatement: within 10 working days (with payment & complete documentation)
           
    • Renewal notice issuance
      For Certificate with guaranteed renewal, contribution due notice will be issued not less than 30 calendar days before the next contribution due date (exclude recurring credit / debit card and auto debit payments; and monthly modes).

      Notification of Revised Contribution to renew basic term Certificate / term rider will be issued not less than 30 calendar days before the expiry of existing Certificate / rider.

    • Cancellation / surrendering of Certificate: 10 working days upon receipt of full documents – to also include processing of refund contribution.
    • Issuance of medical / hospitalization card for individuals - Within same business day of Certificate issuance.

      Note: The timelines above do not take into account on boarding process – Takaful Operators have their own on boarding process/introduction to its products and services.
       
  5. We will be open and transparent in our dealings.

    The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centres / social media / corporate website:
    • Product related details, i.e. product features, product disclosure sheets, terms and conditions, key facts and exclusions will be shared at the point of sale.
    • Fees, charges (other than contributions), as well as obligations in the use of a product or service (e.g. when contribution needs to be paid and explaining payment before cover warranty).
    • Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (Family Takaful) and our right to reject or accept applications.
    • All the above information shall be explained and stated using simple words and in an easy to understand manner.
       
  6. We will follow through and provide the requisite answers / updates to customers’ queries & complaints promptly.

    • Walk-in Customers
      You will be served within 10 minutes.

    • Phone
      • Responses to our automated voice response complaints are instant.
      • Calls are answered within three rings.
      • Simple and straight forward cases will be resolved and immediately responded.
      • Complex cases, which require follow up, will be responded within two (2) working days.
         
    • Written (Email, fax, written letter & social media)
      • 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.
         
    • Counter / Branches
      • Where no follow up is required, we will endeavour to provide first touch point resolution immediately.
      • Where follow-up is required – within 5 working days from the date of the first visit.

        Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.
         
  7. We will ensure consistent and thorough complaints handling.

    • To adopt the following:
      • Customers shall be informed of the various options for submitting a complaint through available channels, depending on the channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number, email and address), website, social media, etc.
      • A verification process has to be performed on the certificate owner /Participants.
      • Communicate clearly on the issue and gather adequate information for an informed resolution.
      • Address the issue in an equitable, objective and timely manner by informing the complainants on our decision no later than 14 calendar days from the date of the receipt of the complaints.
      • If the case is complicated or requires further investigation, we shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.
      • Keep the complainants updated if unable to address issues within the stipulated timeframe.
      • Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. For further information, please refer to https://www.greateasterntakaful.com/en/get-help/customer-care.html

        Note: Complaints handling and timelines are governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and Takaful Operators shall operate accordingly

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Pillar 4: Fair, Timely and Transparent Claims Settlement Process

Deliver a seamless claim processing and settlement experience wherein customers are aware of:

  • Procedures, documentation and steps including various options (if any) for first notification of loss in an event of a claim.
  • Expected service standard for claims processing and specific time taken for each step within the claims processing stages.
  • Various redress mechanisms for unsatisfactory claims payment.

Expected Outcome
Provide peace of mind to the Customer.

Service Level Target

  • 75% of the customers are satisfied with the claims decisions and processes.
  • Declining complaints ratio over the years from customers on claims settlement and processes.
  • 100% of legitimate claims are paid accordingly.

Our Commitments

  1. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.

    • To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:
      • Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
      • This information shall be made available through various channels (i.e. branches / brochures / call centres / social media / website).
      • Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
      • All claims notifications through agents must reach the Takaful Operators within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
      • If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
      • To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
      • Customers will be updated on the progress / decision every 14 working days.
      • In the event of a catastrophe / disaster, e.g. large number of claims may be received and as such, meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress.

    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.
     

  2. We will inform customer of the next level of escalation if the claims settlement / rejection is not to his / her satisfaction.

    • To keep the customer informed of the next level of escalation if the claims settlement / repudiation is not to his / her satisfaction.
      • Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call centre / website)
      • Any letter of rejection / repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently: “Any person who is not satisfied with the decision of the Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme.”

     

    This Customer Service Charter comes into effect from 1 January 2018.

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Customer Fair Treatment

 

The Chairman, the board and senior management are committed to deliver good financial consumer outcomes to our customers. We believe in building long-term and mutually beneficial relationships with our customers. This Charter specifies our commitment to provide the highest standards of fairness in all our dealings with our customers.

To protect the interests and financial well-being of our customers:

We commit to embed fair dealing into our company’s corporate culture and core values

  • We will set minimum standards on fair business practices in all dealings with our customers. This includes providing products and services suitable to our customers’ financial conditions and preserving the privacy of our customers’ data;
  • We will train all staff attending to customers to provide quality advice and suggestions;
  •  We will take customers’ feedback seriously and provide immediate constructive feedback to our staff.

We commit to ensure that customers are provided with fair terms

  • We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to customers;
  • We will ensure that terms and conditions set out the respective rights, charges and duties in as plain language as possible;
  • We will ensure that the terms and conditions in contracts or agreements are not altered without prior notice.

We commit to ensure that customers are provided with clear, relevant and timely information on financial services and products

  • We will provide customers with relevant and timely information in a product disclosure sheet;
  • We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
  • We will ensure critical terms are brought to customers’ attention and explained to the customers.

We commit to ensure that our staff, representatives and agents exercise due care, skill and diligence when dealing with customers

  • We will conduct promotions and marketing of our products and services honestly and will not make false claims;
  • We will avoid or clearly disclose actual or potential conflicts of interest;
  • We will ensure key performance indicators and processes relating to fair treatment of customers are consistently monitored.

We commit to ensure that customers receive suitable advice and recommendations that take into account their financial needs and circumstances 

  • We will provide clear, relevant and quality advice or recommendations based on adequate consideration of customers’ financial objectives, needs, circumstances, financial situation and risk appetite so that customers can make informed decisions;
  • We will ensure advice or recommendations are substantiated with a reasonable basis and in the best interest of customers; and
  • We will ensure that our customers’ data and privacy are safeguarded. 

We commit to ensure that customers’ complaints and claims are handled in a prompt, fair and effective manner 

  • We will have in place proper and well documented complaints handling process and provide clear redress options should customers decide to further escalate their complaints;
  • We will ensure that our staff, representatives and agents are properly trained to handle and resolve complaints in an effective and timely manner; and
  • We will monitor and evaluate the nature and trend of complaints received through effective root cause analysis and thereafter take adequate measures to rectify weaknesses identified.

We commit to ensure that vulnerable consumers are treated fairly and equitably, including by our staff, representatives and agents

  • We will ensure that we assess the needs of vulnerable consumers in our customer base and target market and implement appropriate policies to meet these needs;
  • We will ensure that our staff, representatives and agents are well trained to recognise, assess and respond appropriately to the needs of vulnerable customers; and
  • We will have in place sufficient monitoring and evaluation mechanisms to ensure that our staff, representatives and agents are responding to the needs of vulnerable customers and make necessary improvements to ensure vulnerable consumers continue to receive fair and equitable treatment. 

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Pillar 1: Takaful Made Accessible

Offer an active engagement model where a customer is aware of:

  • Multi-channel options and accessibility for participating and enquiry.
  • Where and how to provide feedback, suggestion and complaint.

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; or
  • Call our toll free at 1 300 13 8338; or
  • Write to us at:

    Customer Feedback Unit
    Great Eastern Takaful Berhad
    Level 3 Menara Great Eastern
    303 Jalan Ampang
    50450 Kuala Lumpur

Expected Outcome

Better engagement and improved services

Service Level Target

  • Multi-channels and appropriate channels are being used for participating and enquiry.
  • Online channels are being used for participating and enquiry.
  • Feedback, suggestions and complaints are received via channels provided.

Our Commitments

  1. We will make Takaful products easily accessible via various channels, physically and virtually, to obtain information, participate or make enquiries.

    • Offer an active engagement model where a customer is aware of:
      • Multi-channel options and accessibility for participating and enquiries.
      • Where and how to provide feedbacks, suggestions and complaints.
         
    • Reinforce that Takaful is easily accessible via various channels, physically and virtually.

      • Customers are kept informed on the physical and engagement channels available for them to participate in takaful plan or to make enquiries.
      • Specifically, customers should have access to the following:
        • Takaful agent locator
        • List of customer engagement channels, i.e. corporate website, self-service customer web portal and call centre.
        • Social media– Facebook: Great Eastern Takaful Berhad

          Note: Channel availability may vary from time to time, and customers will be informed accordingly.
           
  2. We will actively seek feedbacks, suggestions or complaints on how We can serve customers better

    • Customers are provided with available channels to provide feedback and suggestions via:
    • We will conduct periodic customer satisfaction feedbacks / surveys to ensure the customers’ needs are fulfilled.

Back to top

Pillar 2: Know Your Customer

To understand customer’s profile adequately which enables us to:

  • Know and anticipate the customer’s needs and preference.
  • Ask for requisite information and documents to best advise the customer.
  • Offer suitable products and services.

Expected Outcome

Build Trust

Service Level Target

  • 90% of customers are served with suitable products and services which fit their needs and wants.
  • Minimal complaints (ratio of 5% of total complaints) from customers are on not understanding what was offered and / or not having the suitable products and services.

Our Commitment

  1. We will strive to help customers find the right product to suit their needs

    • Knowledgeable and ethical employees and agents are available to serve customers.
    • Training

      • Ensure employees and agents are properly trained on products and services offered.
      • Training must be provided any time a new product is launched and regularly as refresher courses on existing products.
         
    • Understanding Customers’ Needs

      In order to understand the customers’ profile adequately,  we, including our agents shall: -

      • Listen attentively to the customers.
      • Acknowledge and properly understand the customers’ needs and preferences.
      • Ask for requisite information and documents to advise the customers accordingly and in accordance with the industry’s Code of Practice on the Personal Data Protection Act 2010.
      • Offer options of suitable products and services to meet the customers’ needs and wants.
         
    • Any options provided to customers shall be explained and on an “opt-in- basis”, e.g. riders, sharing/using customer information for marketing and research purposes.

      Note: Handling of customer information is governed by Bank Negara Malaysia’s Certificate Document on Management of Customer Information and Permitted Disclosures and Takaful Operators shall operate accordingly.

Back to top

Pillar 3: Timely, Transparent and Efficient Service

Deliver a seamless service where customers are aware of:

  • Takaful Operators’ responsibilities towards customers.
  • Expected service standard and time taken to deliver these services, i.e. time taken to answer enquiries / resolve complaints.
  • Where and how to obtain information required

Expected Outcome

Customer Satisfaction

Service Level Target

  • 80% of customers are being served within the expected service level and timelines.
  • 100% of customers are issued with certificate documents in a timely manner.
  • Declining complaints ratio.

Our Commitments

  1. We will set clear responsibilities towards customers and uphold it:

    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:

    • 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

      We also consider 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.
       
  2. We will set clear expectation on time taken for various services.

    • To include a clear expectation on time taken for various services:

      • Delivery of Services

        Information on turnaround time on delivery of services must be made available in the Clients Charter through various channels (head offices / branches / brochures / call centre / website / social media).

      • Standards to be adopted
        • Serve Walk-in Customer Promptly
        • Customer Waiting Time: Within 10 minutes.
           
  3. We will ensure efficient certificate servicing and providing relevant documentation in a timely manner.

    • Customers shall be informed of each step and documentation required to alter, renew, surrender or cancel a certificate, e.g. what happens when there are changes to the certificate, notice on renewal, etc. as well as consequence arising from any of these actions.
    • Customers are to be reminded in the renewal notice to inform us of any changes in the risk before renewal.
    • The standard operating procedure on dealings with customers must be clearly complied with.
       
  4. We will ensure efficient certificate servicing and provide relevant documentation in a timely manner (Family Takaful)

    • Family Takaful

      Certificate Processing Turnaround Time (from receipt of full documentation, information and payment of contribution)

      • New Certificate Issuance (upon acceptance in the Certificate system):

        • Standard cases – within 5 working days
        • Additional information required / pre-existing medical condition / complex cases – within 10 working days
           
      • Change of Certificate details (Endorsement):

        • Certificate Changes (Non-financial): within 3 working days
        • Certificate Changes (Financial):

          • Standard cases - within 5 working days
          • Non-Standard cases – within 10 working days
             
        • Reinstatement: within 10 working days (with payment & complete documentation)
           
    • Renewal notice issuance

      For Certificate with guaranteed renewal, contribution due notice will be issued not less than 30 calendar days before the next contribution due date (exclude recurring credit / debit card and auto debit payments; and monthly modes)

      Notification of Revised Contribution to renew basic term Certificate / term rider will be issued not less than 30 calendar days before the expiry of existing Certificate / rider.

    • Cancellation / surrendering of Certificate: 10 working days upon receipt of full documents – to also include processing of refund contribution.
    • Issuance of medical / hospitalization card for individuals - Within same business day of Certificate issuance.

      Note: The timelines above do not take into account on boarding process – Takaful Operators have their own on boarding process/introduction to its products and services.
       
  5. We will be opened and transparent in our dealings

    The following information shall be easily accessible and made available through the various channels of communication such as branches / brochures / call centres / social media / corporate website:

    • Product related details, i.e. product features, product disclosure sheets, terms and conditions, key facts and exclusions will be shared at the point of sale.
    • Fees, charges (other than contributions), as well as obligations in the use of a product or service (e.g. when contribution needs to be paid and explaining payment before cover warranty).
    • Anti-fraud statement and key points to remember, i.e. confidentiality of customer information, free look period of not less than 15 calendar days (Family Takaful) and our right to reject or accept applications.
    • All the above information shall be explained and stated using simple words and in an easy to understand manner.
       
  6. We will follow through and provide the requisite answers / updates to customers’ queries & complaints promptly

    • Walk-in Customers
    • You will be served within 10 minutes
    • Phone

      • Responses to our automated voice response complaints are instant.
      • Calls are answered within three rings.
      • Simple and straight forward cases will be resolved and immediately responded.
      • Complex cases, which require follow up, will be responded within two (2) working days
         
    • Written (Email, fax, written letter & social media)

      • 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.
         
    • Counter / Branches

      • Where no follow up is required, we will endeavour to provide first touch point resolution immediately.
      • Where follow-up is required – within 5 working days from the date of the first visit.

        Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.
         
  7. We will ensure consistent and thorough complaints handling

    • To adopt the following:

      • Customers shall be informed of the various options for submitting a complaint through available channels, depending on the channel presence and whichever applicable, i.e. provide complaints unit contact details (telephone number, email and address), website, social media, etc.
      • A verification process has to be performed on the certificate owner /Participants.
      • Communicate clearly on the issue and gather adequate information for an informed resolution.
      • Address the issue in an equitable, objective and timely manner by informing the complainants on our decision no later than 14 calendar days from the date of the receipt of the complaints.
      • If the case is complicated or requires further investigation, we shall inform the complainant accordingly and update progress every 14 calendar days. If not resolved, to update within another 14 calendar days. Thereafter, after every 30 calendar days.
      • Keep the complainants updated if unable to address issues within the stipulated timeframe.
      • Refer the complainants to the next level of escalation if the resolutions are not to the satisfaction of the complainants. For further information, please refer to https://www.greateasterntakaful.com/en/get-help/customer-care.html

        Note: Complaints handling and timelines are governed by Bank Negara Malaysia (BNM)’s Guidelines on Complaints Handling and Takaful Operators shall operate accordingly

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Pillar 4: Fair, Timely and Transparent Claims Settlement Process

Deliver a seamless claim processing and settlement experience wherein customers are aware of:

  • Procedures, documentation and steps including various options (if any) for first notification of loss in an event of a claim.
  • Expected service standard for claims processing and specific time taken for each step within the claims processing stages.
  • Various redress mechanisms for unsatisfactory claims payment.

Expected Outcome

Provide peace of mind to the Customer.

Service Level Target

  • 75% of the customers are satisfied with the claims decisions and processes.
  • Declining complaints ratio over the years from customers on claims settlement and processes.
  • 100% of legitimate claims are paid accordingly.

Our Commitments

  1. We will set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner.

    • To set clear timeline for claims settlement process and strive to settle claims within these prescribed timelines and in a transparent manner by adopting the following procedures:
      • Customers will be informed of the estimated time taken for claims settlement process and expected service standard.
      • This information shall be made available through various channels (i.e. branches / brochures / call centres / social media / website).
      • Customers shall be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
      • All claims notifications through agents must reach the Takaful Operators within 3 working days, except for crime related claims which should be notified within 24 hours from time of loss.
      • If documentation/information is incomplete, customers shall be informed within 14 working days from acknowledgement of the claim by the Claims Department.
      • To state key claims procedures and assign timelines to it, i.e. appointment of adjuster, claims assessment, etc.
      • Customers will be updated on the progress / decision every 14 working days.
      • In the event of a catastrophe / disaster, e.g. large number of claims may be received and as such, meeting timelines stipulated may not be possible, we will strive to update every 20 working days on the progress. 

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.

                        

  1. We will inform customer of the next level of escalation if the claims settlement / rejection is not to his / her satisfaction.

    • To keep the customer informed of the next level of escalation if the claims settlement / repudiation is not to his / her satisfaction.

      • Customers shall be provided with available channels to appeal on a decision / raise disputes (i.e. branch / brochures / call centre / website)
      • Any letter of rejection / repudiation of any element of a claim and dispute on quantum which is within the purview of the Financial Ombudsman Scheme must contain the following statement prominently: “Any person who is not satisfied with the decision of the Takaful Operator, should refer to the procedure for appeal as stated in the leaflet issued by the Financial Ombudsman Scheme.”

Effective Date

This Customer Service Charter comes into effect from 1 January 2018.

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PERSONAL DATA PROTECTION NOTICE
 

  1. Personal Information

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.
 

  1. Collection of Personal Information

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.
 

  1. Purpose of Collection and Use of Personal Information

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.
 

  1. Disclosure of Personal Information

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.
 

  1. Security Measures on Your Personal Information

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.

  1. Retention of Personal Information

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.
 

  1. Use of Cookies and Related Technologies

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.
 

  1. Your Rights on Your Personal Information

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:

  • to process your agent application form;
  • for administration and internal management purposes, including character/credit checks which may consist of a comprehensive review and investigation of your  background, qualification, experience, education, employment history, reference and other information (including criminal history record);
  • for research and audit including but not limited to historical and statistical purposes;
  • for monitoring your role and performance as a GETB agent;
  • to correspond and update your personal information held in GETB’s records and Great Eastern group of companies (“Great Eastern”) from time to time;
  • for promotional purpose including displaying and publishing photograph or video image;
  • for direct marketing and general marketing purpose on GETB, 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 such products and services will only be sent to you if you have expressly consented to receive;
  • 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;
  • for litigation or potential litigation; and
  • if required by law or in good faith, if such action is necessary:
    a.     to comply with any law enforcement, court orders or legal process, and/or
    b.     to protect and defend the rights or property of GETB and Great Eastern.

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:

  • GETB’s authorised representatives and immediate officer and/or superior; 
  • 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 GETB in connection with or related to the conduct or manner of operation of our business) to fulfill GETB’s obligations to you;
  • takaful operators, fraud detection and prevention services, retakaful operators, takaful associations and takaful industry regulatory authorities;
  • any credit reference agencies or, in the event of default, any debt collection agencies;
  • any person to whom GETB is under an obligation to make disclosure under the requirements of any law, rules, regulations, code of practice or guidelines binding on GETB including without limitation, any applicable regulators, governmental bodies, or industry-recognised bodies such as the Malaysian Takaful Association, and where otherwise required by law;
  • other companies in Great Eastern, affiliates and any business or strategic partners (for information, please log on to our website greateasterntakaful.com); and
  • other parties in respect of whom you have consented to the disclosure of your personal data.

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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