Great Eastern General Insurance Malaysia Client Charter & Privacy Policy

RELIABLE AND QUALITY SERVICES

We are committed at all times towards providing reliable and quality services to our customers, agents and business partners. We will ensure that all personnel and staff involved in providing these services have the necessary expertise, training and skills. We will endeavor to offer services that are tailored to your needs. We will achieve this by fully understanding your goals and objectives while ensuring service standards that are consistent and efficient.

UNDERSTANDING CUSTOMERS” NEEDS

In order to understand the customers’ profile adequately, we as well our agents shall listen attentively to our customers. Acknowledge and properly understand our customers’ needs and preferences. Ask for requisite information and documents to advise our customers accordingly and in accordance with the Industry’s Code of Practice on Personal Data. Always offer options of suitable products and services to meet the customers’ needs and wants.

STATEMENT OF PRIVACY PROTECTION OF DATA GIVEN

We respect every individual's right to privacy. Our business relationship with you is most valuable and is the very basis of our name and reputation. Whether you are our policyholder, agent, registered user or a visitor to the secured area of our Website, we understand the importance you place on the privacy and security of information that personally identifies you. We refer to and treat this information as "personal information".  For more information on how we collect and use your personal information, please refer to our Personal Data Protection Notice.

INFORMATION WE COLLECT & HOW THE INFORMATION IS USED

When you sign up for a new policy or register for our services, we ask you for your personal particulars via various modes of communication (e.g. electronic form transmission, hardcopy form filling, etc.) such as your contact details, amongst other information. Whenever we collect this personal information from you, we will make a reference to this policy. We limit the collection and use of personal information to what is necessary to administer our business, to offer the best possible range of financial plans, products and /or to deliver superior service to you.

SECURITY POLICY & FEATURES

We have adopted strict security measures to prevent unauthorized access which could result in the alteration, destruction, theft of data or compromise the confidentiality of our customer, or agent or business partner's data. Our web utilizes commercially proven security hardware and software products in our system, network and application infrastructure. These security products include routers, firewalls, secured operating system, authentication processes, encryption technology, etc. Please note that you play a part in system security as well. Although we exercise every reasonable effort to provide a variety of safe, secure and reliable system, we do not have control over the computer, computer software, systems and other incidentals used by you to access the system and your action to transmit your data over the internet to other website cannot be guaranteed, warranted or represented to be absolutely secured by our company. 

SHARING OF INFORMATION

We will not disclose your personal information to others unless we have obtained your prior authorization. We do reserve the right to disclose or report personal information in limited circumstances where we believe in good faith that disclosure is required under any law, regulation, guidelines or directives (whether or not having the force of law), to cooperate with regulators, law enforcement authorities or any authority having jurisdiction over us, or to enforce and protect our rights or property.

To ensure that you benefit from the full range of insurance plans, products and/or services as well as other opportunities, we may from time to time share your personal information with our agents, affiliated or member companies within our Group and/or other business partners. In such circumstances, we protect that personal information with a confidentiality agreement and these entities must conform to our privacy standards so that confidentiality of the information is always upheld.

Counter / Branches :-

• Customer Waiting Time: Within 10 minutes.
• Where no follow up is required – we will endeavor to provide first touch point resolution immediately.
• Where follow-up is required – we will respond within 5 working days from the date of the first visit.

Call-in Customer :-

• Where no follow up is required – Immediate such as first call resolution.
• Where follow up is required – Within 3 working days from the date of the first call.

Written (Email, Fax, Letter & Social Media) :-

• For Email/Social media;
  • Acknowledgement will be provided within 1 business day. 
  • Non-complex enquiry – will be responded within 3 working days from date of receipt.
• For letter or fax ;
  • Enquiries will be replied within 3 working days from the date of receipt on non-complex enquiries.

Note: Where enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.

Policy Issuance for New and Existing Customer :-

• Motor
  • E-policy Immediately
  • Manual: 5 working days (with the exception of new vehicles to be registered with JPJ)
• Non-Motor – within 10 working days (applicable for individuals only)

Change of Policy Details / Reissuance Upon Lapse / Endorsement :-

• Motor - within 3 working days
• Non-Motor - within 5 working days

Renewal Notice Issuance :-

• 30 calendar days before expiry of existing policy.

Cancellation/ Surrendering of Policy (Including Refund of Premium):-

• Motor - within 7 working days
• Non-Motor - within 7 working days

RECORDING OF COMPLAINTS / FEEDBACK

• All complaints / feedbacks received are recorded in the Customer Feedback System and a reference number is allocated to each complaint.

RESPONSE TO COMPLAINTS

• For non-complicated cases, will resolve the issue in an equitable, objective and timely manner by informing the complainants on decision no later than 14 calendar days from the date of the receipt of the complaints.
• For complicated cases, we shall inform the complainant accordingly and update progress every 30 calendar days.  If not resolved, to update within another 30 calendar days. 
• Complaints via e-mail or fax will be lodged within 2 business with the acknowledgement by the Compaints Unit. Our respond to the customer on such compaints between 14 calendar days upon receipt of the complaint depending on the case severity.
• If enquiry is complex, we will provide a reasonable timeframe and keep the customer updated accordingly.

If you are not satisfied with the response or the decision of our Company, you may submit your complaint either to the Ombudsman for Financial Services (OFS) ~formerly known as Financial Mediation Bureau (FMB), within 6 months from the date of our Company's final decision or to Bank Negara Malaysia (BNM).

Should you need further clarifications on the proper avenue to refer your complaint in regards to OFS or BNM, you may contact our Complaint Handling Unit.

The following are the contact details for OFS and BNM.

Ombudsman for Financial Services 
(Formerly known as Financial Mediation Bureau)

Bank Negara Malaysia

Laman Informasi Nasihat dan Khidmat (BNMLINK)

Walk-in Customer Service Centre
Ground Floor, D Block,
Jalan Dato’ Onn,
50480 Kuala Lumpur

Contact Centre (BNMTELELINK)

Bank Negara Malaysia
P.O. Box 10922
50929 Kuala Lumpur

• Customers will be informed on the acknowledgment of their claim within 7 working days from receipt of claims notification.
• Claims Registration will be done within 7days from the date of notification.
• All claims notifications through agents will reach the claims operators within 3 working days, except for crime related claims which will be notified within 24 hours from time of loss. 
• If documentation/information is incomplete, customers will be informed within 14 working days from acknowledgement of the claim by the Claims Department.
• We will state key claims procedures and assign timelines to it, (i.e. appointment of adjuster, claims assessment, etc.).
• Customers will be updated on the progress / decision every 14 working days. 
• Offer to Insured will be done within 7 days from the date of receipt of the completed documents.
• We will strive to update every 20 working days on the progress for claims related to catastrophe / disaster, e.g. large number of claims.
• Settlement of Payments is within 14 days from the date of receipt of the acceptance of offer/ discharge voucher.

RESPONSE TO CLAIMS

• It is our aim to settle justified claims promptly according to your policy benefits and standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation.
• If you are not satisfied with our claim decision, you may submit your appeal in writing to our Customer Service Centre or the nearest branch office.
• If your appeal is declined and you are not satisfied with the decision, you may refer to the Ombudsman for Financial Services (OFS) or Bank Negara Malaysia (BNM) as mentioned earlier.

Great Eastern General Insurance (Malaysia) Berhad (“GEGM”) mission statement is “To make life great by providing financial security, promoting good health and meaningful relationships”.

An important aspect in the development of meaningful relationships is the building of trust based on integrity. This is expounded in the company values where Integrity is one of the three core values of Great Eastern. Underlying this value and forming the basis of our conduct of business is our Treating Customer Fairly Principles.

To protect the interests and financial well-being of our financial consumers following the Seven Outcomes of Treating Customer Fairly as below:

Outcome 1:

Consumers have the confidence that they are dealing with a Company where the fair treatment of its consumers and consideration of their best interests are integral to its corporate culture and core values.

• We will set minimum standards on fair business practices in all dealings with our financial consumers. This includes providing financial services or products suitable to our consumers’ financial circumstances and preserving the confidentiality of our financial consumers’ information.
• We will train all our staff to provide quality advice and recommendation to financial consumers.

Outcome 2:

Consumers are not subject to unfair discriminatory practices, including unfair contract terms that significantly disadvantage them.

• We will ensure that the terms in our contracts or agreements are fair, transparent, and well communicated to financial consumers;
• We will ensure that terms and conditions set out the respective rights; liabilities and obligations clearly and as far as possible in plain language;
• We will ensure that the terms and conditions in contracts or agreements are not altered without prior notification to financial consumers.

Outcome 3:

Consumers are provided with clear, relevant and timely information for them to make informed decisions before, during and after the point of sale, including the costs, risks and important exclusions or limitations.

• We will ensure that promotional materials are clear and not misleading (whether by statement or omission) as financial consumers often rely on information in promotional materials when making decisions.
• We will disclose key product features, fees and charges, risks and benefits in a clear and concise manner;
• We will ensure critical terms are brought to financial consumers’ attention and explained to them.
• All information delivered contains financial consumers’ financial information should be adequately protected.

Outcome 4:

GEGM's staff, representatives and agents exercise due care, skill and diligence when dealing with consumers.

• We will conduct sales, advertising and marketing of our financial services and products with integrity and will not make false or exaggerated claims;
• We will avoid or clearly disclose actual or potential conflicts of interest;
• We will ensure staff, representatives and agents remuneration takes into consideration whether key performance indicators relating to fair treatment of financial consumers have been achieved.
• Before appointing representatives and agents to market or sell financial services or products or to recover payment from financial consumers, we shall conduct proper due diligence on the representatives and agents.

Outcome 5:

Consumers receive suitable advice and recommendations that take into account their financial needs and circumstances.

• Our Staff, representatives and agents must ensure that any advice or recommendation on a financial service or product provided to financial consumers have a reasonable basis and are provided in the best interests of financial consumers.     
• We have controls in place to ensure that our staff, representatives and agents preserve the confidentiality of the information disclosed by financial consumers. The information shall only be used for purposes of providing advice on or recommending a financial service or product to the financial consumers.
• Our Staff, representatives and agents shall also highlight to financial consumers would affect the suitability of the recommendation or advice.

Outcome 6:

Consumers’ complaints and claims are handled in a prompt, fair and effective manner.

• We have proper processes in placed and well-documented procedures for complaints and claims handling, including clearly identified contact points for the proper handling of complaints and claims from financial consumers. The procedures shall be clear,easily understood and readily accessible by financial consumers. 
• We will create an environment where complaints are seen as valuable feedback to help improve business performance and help staff recognise the importance of resolving complaints and handling claims in a fair and effective manner.
• We shall ensure that there are effective and timely communications with the complainants or claimants throughout the complaints and claims handling process.
• We will inform financial consumers of the availability of the Ombudsman for Financial Services, should the financial consumer decide to continue pursuing a case which the FSP considers as either resolved or closed.

Outcome 7:

Vulnerable customers are treated fairly and equitably by GEGM and its staff, representatives and agents.

• We shall establish and uphold appropriate policies, procedures and accountability framework to support our staff, representatives and agents in addressing vulnerable consumers’ needs and ensuring vulnerable consumers are treated fairly and equitably. 
• We will establish suitable measures to ensure staff, representatives, and agents do not engage in predatory practices in their dealings with vulnerable consumers.
• We shall take into account prevailing or possible vulnerabilities as well as needs when designing and providing services/products to ensure vulnerable consumers are not exposed to risks of potential harm or exclusion.  
• We shall make available information as well as variety of communication channels to allow vulnerable consumers to be in touch with the company should they wish to obtain assistance when facing events that put them in vulnerable circumstances.