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. 

Introducing the new digital claims service
Introducing the new digital claims service
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e-Claims

Submit and track your claims easily online anytime, anywhere.

Digital claim service to submit Life & Medical claims for Great Eastern Life Assurance policies.

What are the benefits of submitting claims digitally?

  • Guided claim form filling through tooltips.
  • Immediate update of claim submission status.
  • Claim status can be monitored in Great Eastern customer's portal, eConnect.
  • Faster claim processing and payment.
  • Enjoy the convenience of submitting claims and follow-up document anywhere and anytime.

 

How to submit a claim online?

For Policyholders follow the steps below.

1. Visit the eConnect customer portal and log in with your Great ID

2. Click My Claim > Online Claims which will navigate you to a new web browser tab.

3. Proceed to click Create New Claim and follow the step by step instructions to complete the submission.

For Non-Policyholders, click here to submit the online claim form.

 

e-Claims Guide

For Policyholder’s e-Claims journey via eConnect, please click on the link below.

For Non-Policyholder's e-Claims journey, please click on the link below.

 

Frequently Asked Questions

User Guide for Policy Owner submitting e-Claims (eConnect)
No. eConnect is accessible by Policyholder only. 
A nominee may submit the claim through:-
 
a) the Policyholder’s servicing agent using GreatPlanner e-Claims
 
b) Great Eastern Corporate Website > Make a Claim

Yes. An SMS or Push notification will be sent to servicing agent upon claim processing.

No size limitation.

Policyholder may upload and submit the follow up documents from withdrawn / closed case, which will reopen a new case for tracking. 

Not required. However, the Claim Submitting Person is required to retain the original documents for at least one year (for Life e-Claims) or seven years (for Medical e-Claims) after the claim submission.   

We may reach out to you if we need your assistance in verifying the documents submitted through e-Claims. 

No, the update applies to all future amounts payable for transactions related to the policy.

No signature required for e-Claims submissions via eConnect by Policyholder. However, signature is required if submission is performed via Corporate Website e-Claims link

Yes

Yes, we will process any other eligible policies together. Please upload the Direct Credit Facility Form for other policies to ease the claim processing.

1. In the Great ID sign in screen, go to the “forgot your password” link.

2. Enter your email address.

3. Verify your email address by using the verification code sent to your email inbox.

4. Enter a new password.

e-Claims is currently available for our Great Eastern Life Assurance Policy Holders only. For additional assistance, you may reach us at: 

Email: wecare-my@greateasternlife.com

Customer Service Careline: 1300-1300 88 or +603 4259 8888 (Calling from Overseas)

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User Guide for Non-Policy Owners submitting e-Claims (Corporate Website)
There are various reasons an e-Claims submission could fail such as:-

1. Incorrect Policyholder’s /Life Assured’s ID no.

2. Incorrect Policy no.

3. Policy not inforce

4. No benefit coverage for the selected claim type

5. ex-OAC policies or Group Employee Benefit policy

 
If you are unsure if any of the reasons above is applicable, you may reach out to us for advise at:  
 
Customer Service Careline: 1300-1300 88 or +603 4259 8888 (Calling from Overseas) 

A nominee may submit the claim through:-

a) the Policyholder’s servicing agent using GreatPlanner e-Claims.

b) Great Eastern Corporate Website > Make a Claim

No size limitation.

Not required. However, the Claim Submitting Person is required to retain the original documents for at least one year after the claim submission.  

We may reach out to you if we need your assistance in verifying the documents submitted through e-Claims. 

No, the update applies to all future amounts payable for transactions related to the policy.

For e-Claims submissions through the corporate website, we will inform the claim status to the rightful claimant or policyholder directly via email. Alternatively, you may contact the Policyholder’s servicing agent for claim status.

Yes, we will process any other eligible policies together. Please upload the Direct Credit Facility Form for other policies to ease the claim processing.

e-Claims is currently available for our Great Eastern Life Assurance Policy Holders only. For additional assistance, you may reach us at: 

Email: wecare-my@greateasternlife.com

Customer Service Careline: 1300-1300 88 or +603 4259 8888 (Calling from Overseas)

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