1. Log on to https://econnect-my.greateasternlife.com
2. Click on ‘Register Now’.
3. Tick ‘Yes’ under ‘Do you have any Great Eastern policies or certificates’ and click ‘Next’.
4. Self-verification as a Great Eastern Customer using policy holder preferred method of verification below:
   1. Personal ID – Enter Identity Number, Date of Birth and Gender; or
   2. Policy/Certificate Number – Enter an active Policy Number and Identity Number
5. Click ‘Next’. 
6. Upon successful verification, a six-digit One Time Password (OTP) will be sent to policy holder’s registered mobile number.
7. Proceed to create Great ID with a valid email address (This will be the policy holder’s login ID).
8. Enter ‘Preferred Name, Email Address and create Password’. Once done, click ‘Next’
9. Enter the authentication pin sent to the email address provided.
10. Complete the registration by click on “Next”.
11. Great ID login screen will be displayed for policy holder to access and click ‘Proceed’ to continue with eConnect page.
    

*Note : The OTP will be sent to policy holder’s latest registered mobile number in our record.

1. Go to https://econnect-my.greateasternlife.com
2. Click ‘Log in with Great ID’
3. Click on ‘Forgot Your Password’.
4. Enter the email address used to sign up for Great ID and click ‘Next’.
5. Enter the authentication pin sent to the email address provided and click ‘Next’.
6. Set a new password and click ‘Next’’.
7. Successfully reset password message and click ‘Finish’
   

Please reset your password using ‘Forgot Your Password’ as per Q2

You can reset your password using ‘Forgot Your Password’ as per Q2.

Yes. Please refer to Q2 to reset your password.

1. To update the mobile number, please refer to two methods below:
2. Download & complete Great ID Mobile OTP Update Form via “Update Your Records” at the OTP Verification screen during Great ID registration.
3. Download & complete Great ID – Request to Update Mobile Number form
   
4. Send the completed form through Email/Counter.

Yes, subject to you having active mobile roaming services in your country of stay

Please update your OTP Mobile Number as per Q6.

1. Select ‘My Portfolio’.
2. Select ’View All Policies/Certificates’
3. Select Policy Number and Click at ‘View Policy Details’

My Portfolio contained the following information:

• An overview of your coverage i.e. Life, Health, Personal Accident, Wealth and etc. with the duration of cover.
• Details of your policy benefits.
• Premium information.
• Payment records (up to 24 months from current date).
• Policy Value / Fund Details.
• Nominee/Beneficiary/Trustee information.
• Payer information.
  
  

Note: Information displayed may vary based on product. 

The Coverage Overview act as a general guide to your coverage. It is charted based on your policy with the longest covered duration. For an exact period of cover, please refer to your Policy Contract. 

Currently, the following service request are available in e-Connect for our customer’s convenience: -

1. Bank Account Registration
2. Change Payment Method.
3. Change Payment Frequency.
4. Perform Fund Switch for Investment-Linked Policy.
5. My Mailbox 

1. Select ‘Service Request’
2. Select ‘Change Payment Method’ or ‘Change Payment Frequency’ 
   

To send a secured message/enquiry through My Mailbox: -

1. Select ‘My Service Request > My Mailbox’.

2. Select ‘Create New Query’.

3. Fill-in the following column

• Ref No – provide ‘Policy number’.
• Subject dropdown box – select the type of enquiry.
• Click ‘Continue’.

4. Message Content

• Description column – enter the enquiry/ request message.
• Optional: Click on Attachment(s) – to upload document (if any).

5. Click ‘Confirm’ to send your enquiry/ request.

To open our reply: -
1. Select ‘My Service Request > My Mailbox’.
2. Click on ‘Reports’.
3. Select the ‘Query No’ you would like to view.
4. Click on ‘Reports’ to view the Query listing (to select another query).

You can view and print the following documents from e-Connect: -

Important Notification:

• Premium Notice and Automatic Premium Loan (APL) Notice
• Insufficient Investment Value
• Potential Lapse/Lapse Notice
• Credit Card or GIRO Deduction Failure Notice
• Direct Credit Invitation and Confirmation Letter
• Policy Acknowledgement Slip Reminder Letter

Letter:

• Change Payment Method / Mode
• Change of Address
• Investment Strategy
• Policy Payout –Bank Details Updated

Statement:

• Cash Bonus Statement
• Investment-Linked Plan (ILP) Annual Statement
• Investment-Linked Plan (ILP) Opening Statement
• Premium Paid Statement.
• Premium Paid Statement (Group).
• Reversionary Bonus (RB) Annual Statement.
• Survival Benefit Statement.

Policy Contract & Endorsement:

• ePolicy Contract.
• Endorsement – Benefit Alterations
• Extension of Medical Rider 99

1. Log on to https://econnect-my.greateasternlife.com
2. Select ‘My Document’.
3. Choose the ‘Document Type’

Note: Available selection in Item 3 may vary based on Document Type selected.

1. Log on to https://econnect-my.greateasternlife.com
2. Select ‘My Document’
3. Select ‘My Statement’
   

Your policy’s statements are stored for 5 years so you can access them easily. 

Please send your request to us using My Mailbox in e-Connect (My Service Request > My Mailbox).

ePolicy contract is available for new individual life application submission effective from 12 November 2018 

Yes, agent can select for ePolicy contract when processing customer’s application using both MPOS and eSUB. Please refer to the instruction below:

a. MPOS User:
To select ‘Electronic’ for the Policy Despatch Method from the dropdown list

b. eSUB User:
To select (tick) Electronic for the Policy Despatch Method

IMPORTANT NOTICE:
Mobile number and email address for both life assured and proposer is mandatory (except if the proposer is an entity).
For juvenile or third party application, please provide proposer’s mobile number and email address.

If customer prefers agent to collect and deliver the medical card, please select or tick ‘Hand’. Alternatively, to send the Medical Card directly to customer’s correspondence address via normal mail, to select or tick ‘Mail’. Please referto the guide below:

a. MPOS User:
Please select Mail or Hand from the dropdown list for the Medical Card Dispatch Method

b. eSUB User: 
Please select (tick) Mail or Hand for the Medical Card Dispatch Method

For policies at new business stage:

Customer can submit Request for Amendment (RFA) form by completing the ‘Others’ column or write-in to change from ePolicy to physical policy contract.

For inforce policies:

Customer can submit Request for Contractual Changes (PSF01) form by completing the ‘Others’ column or write-in to re-print the policy contract. Please take note the current re-printing of policy contract charges may apply.

Agent will receive letter notification via ePartner ‘Inbox’ within 2 days from the policy’s inforce date once ePolicy contract is ready for viewing.

A copy of customer’s ePolicy contract is also available in ePartner for agent’s reference under Application > New Business Status Enquiry > Proposal Status Enquiry List

Policyholder will also receive SMS and email notification within 2 days from policy’s inforce date when the ePolicy contract is ready in eConnect.

It is also advisable to contact your customer to assist them once you have received the ePolicy contract notification. 

The SMS/email is to notify customer that their policy is inforce and the ePolicy contract is ready in e-Connect.

Please refer to the ePolicy Contract Guide Operation > New Business > Servicess > New Business ePolicy Contract Guide) for example of the SMS and email content sent to customer with ePolicy contract option. 

Customer will received three SMS notifications of which the 2nd SMS is sent on the next day after 1st SMS and followed by 3rd SMS on the third day. 

Please refer to the ePolicy Contract Guide in ePartner or eConnect Guide which is accessible via Great Eastern Malaysia’s corporate website under Customer Services.

Acknowledgement status will be reflected in the ePartner within 2 days after customer has acknowledged receipt of their ePolicy via eConnect.

In addition, the PAS listing is also available in ePartner as per current practice for agent’s reference on the status of policy acknowledgement.

Yes, customer will receive the following reminders:

• SMS and email on the 7th day after the 1st notification
• Letter sent on the 60th and 75th day to customer’s mailing address.

Yes, physical PAS is acceptable for ePolicy contract.

However, it is still advisable for customer to login to eConnect and perform acknowledgement of their ePolicy contract so they are aware of how to view/retrieve their ePolicy contract.

The ePolicy contract will be removed from ePartner when the policy is cancel under Free Look or surrendered or matured or terminated. 

No. Only servicing agent can view own customer’s e-policy contract in ePartner. 

Currently, the following services are available in e-Connect for our customer’s convenience: -

1. Update policy address, contact number and email address.
2. Change your policy’s payment method.
3. Change your policy’s payment frequency.
4. Perform Fund Switch for Investment-Linked Policy.
5. Check the Fund Unit Price.
6. View/download the Fund Annual Report.
7. Send secured message to Customer Service via My Mailbox.
8. Check your claims status

You can purchase a new policy via e-Connect by selecting ‘Shop @ Great Eastern’ and follow the instructions.

Please check your Internet browser for compatibility. You can use e-Connect with popular browsers like Chrome, Firefox, Internet Explorer (version 10 & above) and Safari. 

Clearing your browser history, cookies, temporary files/cache will vary based on the browser and operating system you are using.

Here are basic instructions for several of the most common browsers.

Google Chrome

• Go to the three-dot menu at the upper right of Chrome to select More tools > Clear browsing data.
• Select browsing history, cookies, and cached images and files.
• Choose “the beginning of time" to completely clear your cache.
• Close all Open tabs (save data where needed)
• Close the Internet Browser being used
  
• Reopen the Internet Browser
• Go to eConnect Login page and Login as normal
  
  

Mozilla Firefox

• Open the Firefox Tools button in the top right corner
• Select History > Clear recent History
• Select ‘Everything’ and check the options of what you wish to clear. For troubleshooting purposes, select "Cache"
• Close all Open tabs (save data where needed)
• Close the Internet Browser being used
• Reopen the Internet Browser
• Go to eConnect Login page and Login as normal 

Microsoft Edge

• Begin at the Menu button (three-line menu) and choose Settings
• Choose Settings again.
• Choose Privacy, search and services > Clear Browsing Data
• Choose what you wish to clear and click ‘Clear Now’
• Close all Open tabs (save data where needed)
• Close the Internet Browser being used
• Reopen the Internet Browser
• Go to eConnect Login page and Login as normal

Safari (on iPhone or iPad)

• Go into Settings on your device
• Choose Safari
• Scroll down and choose Clear History and Website Data

Policyholder can make payment for the below payment type:-

a. Renewal Premium via e-Connect
b. Automatic Premium Loan Repayment via e-Connect
c. Reinstatement via e-Connect
d. Non Lapse Top-Up via e-Connect (Not applicable for OAC policy)
e. Initial Payment via MPOS submission

However, only eligible payment type will be allowed to make payment according to your policy status.

1. Log on to https://econnect-my.greateasternlife.com
2. Select ‘My Portfolio’.
3. Select Policy Number to view.
4. Click on ‘View Policy Details’.
5. Click on ‘Pay Now’.

Policyholder can access e-PAY via e-Connect except for Initial Payment. However, policyholder needs to register as an e-Connect user first.

Policyholder can follow e-Connect guide, please refer to:

• www.greateasternlife.com/my >>  Customer Services >> Self service portal >> Digital services >> e-Connect
  

Yes. Policyholder may use debit card issued in Malaysia only under Visa or MasterCard.

For debit card users, policyholder are encouraged to contact the card issuing bank to opt in e-Commerce transactions before start using e-PAY should the Policyholder wish to use the debit card for recurring billings. 

No. e-PAY only accept debit card issued in Malaysia under Visa or MasterCard.

Yes. However, this is only for credit card with 3D Secure.

3D Secure service requires an additional security layer and authentication step for online card transactions. This service is to safeguard against the risk of fraudulent transactions by requesting cardholders to provide the One Time Password (OTP) in order to process the online transactions.

This service is provided by Visa and MasterCard under the name of “Verified by Visa” and “MasterCard SecureCode.”

Currently, e-PAY is only applicable for Life insurance policy and Bancassurance (BANCA) policies.

Yes. However it’s subject to cardholder relationship as below:

• Spouse
• Children
• Parents
• Siblings

This information will only be used to send email and SMS for payment confirmation and the information given will not supersede to the existing contact details in Great Eastern.

Payment confirmation will be sent via SMS and email to the cardholder/payer.

Alternatively, policyholder also can check the payment details via e-Connect as follows:

• e-Connect >> View Policy Details >> Premium Information

Payment confirmation will be triggered only one time via SMS and email to the cardholder/payer.

Alternatively, policyholders may check the payment details via e-Connect as follows:

• e-Connect >> View Policy Details >> Premium Information

No receipts will be issued for payment made via e-PAY. However, policyholder may refer to the payment confirmation sent via SMS and email.

Alternatively, policyholders able to view payment details in e-Connect as follows:-

• e-Connect >> View Policy Details >> Premium Information

Yes, when policyholder made payment via e-PAY, they can opt to use the same card for future recurring payment. 

Policyholder can perform change payment method under “My Service Request” in e-Connect to update the new card details as follows:

• e-Connect >> My Service Request >> Change Payment Method

Policyholder may contact with card issuing bank as OTP SMS will be triggered by the respective issuing bank to the registered mobile number with the bank.

Policyholder can check with card issuing bank on the unsuccessful reason.

Policyholder will be given 3 attempts to make payments.

Upon successful transaction, payment will be updated immediately.

Please refer to Q1, policyholder is not allowed to pay policy loan via e-PAY.

No, e-PAY can be accessed via e-Connect only. Kindly advise the policyholder to register as an e-Connect user in order for them to make payment via e-PAY for their policies.

For online purchase, the card used for initial premium payment is automatically on-boarded for payment of renewal premiums.

If you wish to use another card for renewal premium payment, you can: -

• Update the new card number online through e-Connect by selecting ‘My Service Request > Change Payment Method’ after the policy is issued or;
• Complete the Easi-Pay Service Form (PSF16) at www.greateasternlife.com/my (Home > Customer Services > Payment > Make a Premium Payment) and submit the form to Customer Service. 

You can pay your premium using internet banking, JomPay or through our collecting banks.

Please refer to our Premium Payment guide at www.greateasternlife.com/my (Home > Customer Services > Payment > Make a Premium Payment). 

Your payment is updated immediately into our system when the transaction is successfully processed using ePay.

Insurance policy with annual statement is issued as electronic document effective from 2019 onwards. Policyholders can view and retrieve their statements online through e-Connect portal and will no longer receive the hardcopy of the statement.

1. Premium Paid Statement - statement is now available via e-Connect
2. Investment-Linked Policy (ILP) Annual Statement
3. Investment-Linked Annual Sustainability Statement
4. Reversionary Bonus (RB) Annual Statement
5. Cash Bonus Statement
6. Universal Life Annual Statement
7. Universal Life Annual Sustainability Statement
   

Click here to login to e-Connect and retreive your statement.
Click here for e-Statement guide.

You will receive an email notification to your registered email address when your statement is updated and available in e-Connect.

Yes, you can update your email address online through e-Connect > My Account > View Profile or by completing the Person Changes Form (PSF01A).

You can access up to the last 5 years statement in e-Connect under My Document.

All e-Statements are in PDF format (Portable Document File) readable using Adobe Acrobat Reader (version 5 and above).

You can login and view the statement immediately (if any) as the statements are already available in e-Connect.

No, as these statements are readily available in e-Connect. You can login at any time to download and print these statements according to your convenience.

To sign up as e-Connect user, login to e-Connect website at econnect-my.greateasternlife.com. Please click here on e-Connect guide.

e-Correspondence enables policyholders to receive selected correspondence such as letter, notice or statement from the Company in electronic version through e-Connect after the implementation date, and stop receiving hard (paper) copy correspondence through postal mail.

Individual policyholders with e-Connect access can view or download and save their eCorrespondence by login to e-Connect. For corporate policyholders that are not granted access to eConnect will continue to receive hard (paper) copy correspondence.

Policyholders will automatically enjoy e-Correspondence service if they are an existing active eConnect user or from the date of registration and login to e-Connect. 

• Faster than postal mail as e-Correspondence is available in e-Connect within 2 days fromissuance date.
• e-Correspondence is stored in policyholder’s e-Connect account so personal data is securedagainst data theft unlike paper mail.
• No more missing mail or ‘did not receive’ when policyholder change their place of residence.
• Ability to view or access e-correspondence at anytime and anywhere via e-Connect.
• e-Correspondence is kept in e-Connect for 2 years for ease of reference
• Reduce paper waste and save the environment for future generations
  

No for e-Connect user. However, Company will continues to send hard (paper) copy correspondence to policyholders who are not an e-Connect user or correspondence which is currently not available in electronic version.

Below are the new correspondences that are available in electronic version via e-Connect:

• Premium Notice and Automatic Premium Loan (APL) Notice
• Potential Lapse Notice
• Lapse Notice
• Cash Bonus Statement
• Survival Benefit Statement
• Change Payment Method / Mode Letter
• Change of Address Letter
• Credit Card or GIRO Deduction Failure Notice
• Direct Credit Invitation and Confirmation Letter
•  Investment-Linked Plan Opening Statement
• Investment Strategy Letter
• Policy Acknowledgement Slip Reminder Letter

Policyholder will receive email or SMS notification when a new e-Correspondence is available in eConnect.

Important Note: Policyholders must ensure their latest email address and mobile number is updatedto receive the e-correspondence notifications. Please refer to e-Connect Guide on how to update emailaddress or mobile number via e-Connect.

The e-Correspondences is typically stored and available in e-Connect for a period of two (2) years. Policyholders are encouraged to download and save a copy of their e-correspondence in their personal computers/phones for future reference. 

e-Correspondence is kept in ‘My Document’ tab in e-Connect for 2 years so policyholder can still view their previous e-correspondence through ‘My Document’.

If the correspondence has been removed from e-Connect, policyholder can still request for a copy of their letter by writing to wecare-my@greateasternlife.com.