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Make a critical illness/ living assurance claim

How to make a critical illness/ living-assurance claim

1. Get the following documents

Document requirements for Living Assurance Claim:

  1. Living Assurance Claim Form - Claimant's Statement 
  2. Confidential Medical Certificate (Cancer)
  3. Confidential Medical Certificate (Brain, Nerve & Muscle related condition) - to be completed by Consultant Neurologist
  4. Confidential Medical Certificate (Heart related conditions)
  5. Required documents under Other Illnesses: 
    1. Confidential Medical Certificate (Other Illnesses)
    2. Additional Medical Questionnaire for Covered Event under Other Illnesses:
    Living Assurance Claim – Applicable Covered Event Additional Medical Questionnaire to be completed by the attending doctor
    a) Blindness / Total Loss of Sight
    b) Loss of Speech
    c) Deafness / Total Loss of Hearing    		 Medical Questionnaire for Eyes, Ears & Speech-related Conditions
    a) Full Blown AIDS
    b) HIV Infection due to Blood Transfusion
    c) AIDS Cover for Medical Staff    		 Medical Questionnaire for HIV-related Conditions
    a) End Stage Kidney Failure
    b) Systemic Lupus Erythematosus (SLE) With Lupus Nephritis    		 Medical Questionnaire for Kidney-related Conditions
    a) End Stage Liver Failure
    b) Fulminant Viral Hepatitis    		 Medical Questionnaire for Liver-related Conditions
    a) End Stage Lung Disease Medical Questionnaire for Lung-related Conditions
    a) Major Burns Medical Questionnaire for Major Burns
  6. Original copy of Letter of Authorisation/Consent (3 copies)
  7. Life Assured's NRIC duly certified
  8. Claimant's NRIC duly certified (if different from Life Assured)
  9. All relevant diagnostic test results or reports duly certified for individual Covered Event. Please refer to List of Covered Events and the Required Medical Evidence.
  10. Direct Credit Form

2. Submit documents

You are advised to use Requirement Checklist for Life Claims Submission as a guide on documents required for the Life Claims Submission.

You may submit the claim via the following channels:

a) Online claim submission:

  • For Policy Owners, click here to log in to e-Connect customer portal. Click My Claim > Online Claims which will navigate you to a new web browser tab. Proceed to click 'Create New Claim' and follow the step by step instructions to complete the submission. 

        You may refer to the eClaims Customer Guide-eConnect for more details.

  • For Non-Policy Owners, click here to submit the online claim form. Upon successful submission, the claim status will be notified to the rightful party of the claim via mail or email. 

        You may refer to the eClaims Customer Guide-Corporate Website for more details.   

b) Through your servicing agent      

c) At Head Office or the nearest branches. View Location of Head Office and Branches

d) Post the claim forms along with supporting documents to us

    Claims Department (Registration)
    Menara Great Eastern
    Level 4, Claims Department
    No. 303 Jalan Ampang
    50450 Kuala Lumpur

Check claim status for Life insurance claims

a) For Policy Owners, click here to log in to e-Connect customer portal. Click My Claim > Claim Status
b) For Non-Policy Owners, email us at: claims-my@greateasternlife.com

Questions and Answers

Yes, commonly waiting period is 30 days to 60 days from the date of risk commencement or date of reinstatement, whichever is later. As different covered event applies different waiting period, please refer to the policy contract for more details.

No, not all policy provides BuyBack option. Please refer to the terms and conditions of your policy contract.

There is no refund for Investment Linked policies. Any excess premium will be added into the Assured’s Total Investment Value fund.

Within the first policy year, the insurer has the right to void the policy due to nondisclosure, without the need to prove fraud.

Group Manager or Unit Manager may certify all claims documents with the exception of claims incurred outside of Malaysia where the confirmation of the claim event and all other related and relevant documents issued by Foreign Authority must be certified by the Malaysian Embassy or a Public Notary.
 

The respective country's embassy in Malaysia.

With effect from 1 June 2013, policyholders may proceed with claims without submitting the original policy contract. This guideline is revised with the intent to simplify the current process to make hassle free for claims. Nevertheless, the company reserves the right to call for the original policy or supporting documents should the need arises during the processing stage.

The estimated timeframe to process a claim is within 10 – 14 working days upon receiving the complete claim documents.

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