1. For Life Insurance Medical Repricing queries, contact our Careline team at +603-48133928 from Monday to Friday, 8.30am to 5.15pm (except Public Holiday).

 

2. For General Insurance Medical Repricing queries (Easi Health and Easi HealthCare), contact our Careline team at +603-42598900 from Monday to Friday, 8.30am to 5.15pm (except Public Holiday).

 

3. As part of Bank Negara Malaysia’s (BNM) ongoing efforts to ensure that all Insurance and Takaful industry players uphold their commitments and deliver services as outlined in their Customer Service Charter (CSC), both BNM and the Boards and Management Committees of the Associations (MTA/LIAM/PIAM) have approved the appointment of NielsenIQ Malaysia as the research agency to conduct the Customer Satisfaction Survey (CSS) 2024/25. Please visit our Announcement page for more information.

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Make a personal accident claim

For a smoother experience, ensure you have the relevant supporting documents ready beforehand:

How to make a personal accident claim

Life insurance

    How to make a personal accident claim

  • Life insurance
  • General insurance

If your policy number begins with numeric number (E.g. 10123456789, 32456789), you are a life insurance customer. Please refer to the steps below:

1. Download the following forms and documents to make a claim.

Document Requirements for Accident Rider Claim:

  1. Accident Claim Form - Claimant's Statement
  2. Accident Claim Form - Attending Physician Statement
  3. Original copy of Letter of Authorisation/Consent (3 copies)
  4. Life Assured's NRIC duly certified
  5. Claimant's NRIC duly certified (if different from Life Assured)
  6. Original/Certified True Copy Medical Certificates
  7. Police Report duly certified, if applicable
  8. Driving License duly certified, if due to road traffic accident
  9. Hospital bill(s) and Payment Receipt(s) duly certified
  10. Original Bills and original Payment Receipts (applicable for benefit plans with medical expenses reimbursement claims)
  11. X-ray, MRI, CT scan or other radiology reports duly certified (applicable for cases with fracture, slipped disc, head/joint injury and severance of any body part)
  12. 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

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Did you know?

You can find more about e-Claims and the frequently asked questions in the link below.

Find out more

Questions and Answers

It is advisable for the claimant to submit the Accident Claim Form - Attending Physician Statement as the information provided is more precise and detailed for Accidental Rider claim assessment.

Yes, depending on the nature of the accident i.e. Motor Vehicle Accident (MVA).
For assault/robbery case, police report is mandatory.

If employer pays only part of the bill, balance of the bill can be submitted to Great Eastern for claims assessment. Employer’s confirmation on payment made is required. Original bills are required to be submitted to Great Eastern for balance payment.

If other insurance company pays only part of the bill, balance of the bill can be submitted to Great Eastern for claims assessment. Original proof of settlement and original bills/receipts are required to be submitted to Great Eastern for balance payment.

No, medical expenses incurred are on reimbursement basis thus original bill and receipts are required before payment is made.

If HSD pays only part of the bill, balance of the bill can be submitted to Life Claims for assessment.

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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