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 
6. Update Personal Details (correspondence address, email address & contact details)
7. Change Survival Benefit/Cash Bonus/Guaranteed Cash Payment Option
8. Update Car Registration Number
9. Full Withdrawal of Survival Benefit (SB)/ Cash Bonus (CB)/ Guaranteed Cash Payment (GCP)

Note: Service Request available may vary based on product.

1. Select ‘Service Request’
2. Select ‘Change Payment Method’ or ‘Change Payment Frequency’ 
   
3. Select the policy and click ‘Continue’
4. Select the new payment method or payment frequency and click ‘Continue’
5. Read and accept the Terms & Conditions and click ‘Confirm’

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

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

2. Enter the OTP number that send to your registered mobile number and click "Next".

3. Select ‘Create New Query’.

4. 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). Note: The file size uploaded to the system will be limited to 2MB per file.

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).

1. Select ‘Bank Account Registration’ under the ‘My Service Request’ tab

2. Select the policy number(s) and click ‘Continue’

3. Fill in the bank account details

4. Read and accept the Terms & Conditions and click ‘Continue’

5. Review the new bank account details and click ‘Submit’

6. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

1. Select "ILP Service Request Submission" under the ‘My Service Request’ tab

2. Select the policy number and the service request ‘Fund Switch’ and click Go

3. At the ‘New Fund Switch Instructions’ section, select Unit, All or Amount at ‘Method’ and indicate the units or amount

4. At the ‘Funds to be Switched into’ section, please select ‘Local’ at fund category, the fund name and indicate the allocation percentage. (Note: For more than 1 fund switching, please click ‘+’ after completing the first fund.)

5. Click ‘Continue, Step 2: Preview’

6. Read and accept the Terms & Conditions and click ‘Continue’

7. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

1. Click ‘My Account’ at the top of page and select ‘View Profile’

2. Select ‘Profile Information’ and click ‘Update’ button

3. Fill in your latest email address and contact details, and click Preview

4. Read and accept the Terms & Conditions and click Submit

5. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

1. Click ‘My Account’ at the top of page and select ‘View Profile’

2. Select ‘Policy Addresses’ and click ‘Update’ button

3. Fill in the new latest correspondence address, select the policy number and click ‘Preview’ Note: For overseas address, please click at “Overseas” box 1st before entering the address

4. Read and accept the Terms & Conditions and click ‘Submit’

5. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

1. Select ‘Change SB/CB/GCP Option’ under the ‘My Service Request’ tab

2. Select the policy and new option

3. Read and accept the Terms & Conditions and click ‘Preview’

4. Preview the changes made and click ‘Submit’

5. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

1. Select ‘Update Car Registration Number’ under the ‘My Service Request’ tab

2. Select the policy and indicate the new car registration number

3. Read and accept the Terms & Conditions and click ‘Preview’

4. Preview the changes made and click ‘Submit’

5. Key in the One Time Password (OTP) sent to your mobile number and click ‘Next’

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
• Revision of Insurance Charges/ Premium Communication

Letter:

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

Statement:

• Cash Bonus Statement
• Investment-Linked Plan (ILP) Annual Statement
• Investment-Linked Plan (ILP) Opening Statement
• Investment Link Full Withdrawal Statement
• Premium Paid Statement.
• Premium Paid Statement (Group).
• Reversionary Bonus (RB) Annual Statement.
• Survival Benefit Statement.
• Annual Sustainability Notice for Investment Linked Policy
• Hybrid Statement
• Advance Premium Account Statement

Policy Contract & Endorsement:

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

Receipt

• eReceipt

eInvoice

• Self-Billed e-Invoice (Payout)

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’
   

Annual Statements that are stored for 5 years:

• Premium Paid Statements
  
• Investment-Linked Plan Annual Statement
• Reversionary Bonus (RB) Annual Statement
• Annual Sustainability Notice for Investment-Linked Policy
• Universal Life Plan Annual & Sustainability Statement
• Hybrid Statement

Annual Statements that are stored for 2 years:

• Cash Bonus Statement
• Survival Benefit Statement

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 the request for hardcopy policy contract (within first policy year only) via e-Connect (My Service Request >> Hardcopy Policy Document) or submit Request for Contractual Changes (PSF01) form by completing the ‘Others’ column. 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. Check the Fund Unit Price.
2. View/download the Fund Annual Report.
3. Submit claims and check your claims status.
4. Download and view eMedical card

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.
b. Automatic Premium Loan Repayment.
c. Policy Reinstatement payment
d. Non Lapse Top-Up via e-Connect ( Applicable to certain policies only)
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’.

You can use the following cards for payment via ePay: -

• Credit card issued by Visa or MasterCard (local and foreign).
  
• Debit card issued by any local bank in Malaysia.

Note:

• For Debit card transaction, please ensure you have activated the card for online transactions. Otherwise, your transaction may not be successful.
• Charge card e.g. AMEX, AEON, Diners are not acceptable.

Yes, provided the cardholder is your immediate family such as spouse, children, sibling or parent.

No, this information is used to process your payment and send notification to the payer.

Please check with the card issuing bank as OTP SMS is triggered by the issuing bank to the registered mobile number with the bank.

SMS/email notification is sent to the cardholder/payer only.

For new policy’s initial payment, a receipt will be issued and mailed to your correspondence address.

For other types of payment, you may refer to your banking statement or your policy details page in e-Connect (My Portfolio > View Policy Details > Under Payment Records).

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.

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 > Personal Insurance > Get Help > Customer Service > Eforms > EasiPay Service) 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 > Personal Insurance > Get Help > Customer Service > Premium Payment).

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