Client Charter
INTRODUCTION
At Great Eastern Takaful Berhad (formerly known as Great Eastern Takaful Sdn Bhd), our vision is to pave the way to a GREAT and COLOURFUL life: Takaful for YOU & ME.

Our mission statement consists of:

Caring for your lifecycle needs with attractive and affordable products
Experiencing great moments with us; we deliver our promises on time, all the time
To be the preferred partner for all stakeholders by attracting and developing value-based talents

GETB also considers compliance with various regulator’s requirements including the Shariah requirements as the most important and one of our strategic priority. We inculcate a robust Customer Feedback Unit that promotes fair dealing in business conduct with participants and to protect the interests of our stakeholders.

EASY TO REACH
We are committed to provide efficient and effective services in handling complaints and enquiries. You may address all concerns or complaints relating to handling of your personal information by contacting us through these channels:

Visit any of our 21 service centers nationwide

Call our toll free at 1 300 13 8338

Write to us at:


Customer Feedback Unit
Great Eastern Takaful Berhad
(formerly known as Great Eastern Takaful Sdn Bhd)
Menara Great Eastern 303 Jalan Ampang
50450 Kuala Lumpur
Fax
:
(603) 4259 8808

OUR COMMITMENT TO ENQUIRIES AND COMPLAINTS
We believe that you are entitled to efficient, honest and fair treatment in your dealings with us, especially if something goes wrong.

We want to know straight away if we can improve our service and welcome your feedback as we genuinely want to resolve any problem you may have.  If we have not met your expectations, please let us know.  If we have exceeded your expectations, we would be glad to hear them too.

Our complaints handling process is based on the following principles:-
Acceptance – we recognize that we may not have met your expectations and will accept all complaints.
Ownership – we are responsible for resolving your complaint. If we need to pass it to someone else due to the nature or complexity of the enquiry/complaint, we will inform you.
Collection of information – we will confirm the details of your complaint and clarify if we are unsure.
Treatment – we will ensure that you and your complaint are treated fairly.
Commitment – we will follow-through on what we commit to doing.
Timeliness – if we cannot resolve your complaint straight away, we will strive to resolve it within 14 days. For complaints which may take more time to resolve, we will keep you informed of our progress.
Resolution – we aim to achieve a mutually acceptable resolution to all complaints.

Details of your Enquiries/Complaints
In order to resolve your complaint, it is important that you give us as much information as possible when you contact us. Please provide the following information such as:

1)
Account Information - your name, certificate number or account number
2)
Contact Details - your mobile phone number or other preferred method of contact (house number, alternate mobile phone number, email, etc). If you wish to be called only during certain hours, please let us know.
3)
Complaint Information - what your complaint is about, what happened, when did it happened and who were involved. If you have evidence to support your complaint, please provide us as well.

Once we receive sufficient information, we will be able to investigate your complaint and work towards a resolution.

If you feel that your complaints are resolved unfairly, we shall advise you on the alternative dispute resolution avenue.


Recording of Complaints
All complaints received are recorded in a register and a reference number is allocated to each complaint. A complaint file is opened for documentation of records and work done on each case. In addition, the status and progress of each complaint is kept in the system for easy monitoring, tracking, retrieval and analysis.

PROMPT RESPONSE TO ENQUIRIES
We strive to provide timely responses to all interactions with us.

1. Walk-in Customers
You will be served within 10 minutes.

2. Phone Enquiries
Responses to our automated voice response complaints are instant.
Calls are answered within 3 rings.
Simple and straight forward cases will resolved and respond immediately.
Complex cases which require follow up will be responded within 2 working days.

3. Enquiries via e-mail and correspondence
An automated response to acknowledge receipt will be sent to the sender upon receipt of the email.
Email responses would be given within 3 working days from the date of receipt for enquiries.
Correspondence would be replied within 3 working days from the date of receipt for simple enquiries. You will be updated regularly if enquiries are complex and requirering in depth investigation.


PROMPT RESPONSE TO COMPLAINTS
We strive to provide timely responses to all your interactions with us.


1. Walk-in Customers
You will be served within 10 minutes.

2. Complaints via phone
Responses to our automated voice response complaints are instant.
Calls are answered within 3 rings.
Simple and straight forward cases will resolved and respond immediately.
Complex cases which require follow up will be responded within 2 working days.

3. Complaints via e-mail and correspondence
An acknowledge receipt will be sent to the sender upon receipt of the email.
Email responses would be given within 7 days from the date receipt of the complaint.
For correspondence, acknowledgement letter will be sent to sender within 2 working days from the date complaint is lodged.
For complex cases, you will be informed within 14 days on the resolution unless further time extension is required. You will be updated and informed regularly on the case status until it is resolved.

DELIVERING OUR PROMISES THROUGH OUR CLAIMS PROCESS  Description: bt_print
It is our endeavour to settle justified claims promptly through standardized procedures in claims administration. To facilitate your claims, you need to submit sufficient documentation. For documentation related to a specific claim, please visit www.i-great.com / Customer Care/ igetintouch.
Should you need further information on how to submit a claim or download claim forms you may visit www.i-greatpartner.com.my.

Once you have made your submission, you can expect to receive a response from us within 14 working days.

If at all, you are not satisfied with our claim decision,

Customer Feedback Unit
Great Eastern Takaful Berhad
(formerly known as Great Eastern Takaful Sdn Bhd)
Menara Great Eastern
303 Jalan Ampang
50450 Kuala Lumpur

Tel
:
1 300 13 8338
Fax
:
(603) 4259 8808

Email:  i-greatcare@i-great.com.my


KEY POINTS TO REMEMBER
1. Free Look Period

The certificate may be cancelled by returning it to the Takaful Operator by hand or registered post within fifteen (15) days after the receipt by you or a person who resides your residence, we shall then refund the sum of:-

I.
The amount of contributions that have not been allocated to purchase units;
II.
Value of units that have been allocated (if any)at their respective Net Asset Value on the Next Valuation Date;
III.
Any Tabarru’ and Service Charge that have been deducted;

Less medical expenses which may have been incurred on the covered person. Please note that for the purpose of determining the period of fifteen (15) days, this certificate will be deemed to be returned to the Takaful Operator on the date we have received it or the date that it has been posted to us by registered post.

2. Terminating Your Takaful coverage To enter into a New Takaful plan
Upon lapsing or surrendering an existing Takaful certificate in order to replace with another (by the same or a different Takaful operator) you will lose out!

The new certificate is usually of a higher contribution based on the current age.
You may need to pay extra contribution or be denied Takaful coverage if there are changes to your health.
In most medical and critical illness policies, the waiting period (the duration when no claim is payable) resumes from the certificate issue date or reinstatement date, whichever is later.

You can meet your financial objectives by upgrading your Takaful coverage instead of replacing it. Exercise your right to keep your financial objectives on track and be wary of undue influence from any party to terminate your existing policy.

3. Contribution Payment

You can pay your contribution via cash(annual mode only) at any of our 21 Great Eastern Life Malaysia Branches, or
Cheque (annual mode only). If you are making your contribution payment by cheque, always ensure that the cheque is payable only to Great Eastern Takaful Berhad(formerly known as Great Eastern Takaful Berhad (formerly known as Great Eastern Takaful Sdn Bhd)), or
Autodebit facilities via selected Banks or
Credit Card Easi-payment through Malaysian Visa or MasterCard account

When paying contributions, please make sure you obtain our official receipt which is a computer generated document and does not require a signature.  Note that no receipt will be issued for contributions payment made through banker’s order, auto-debit and credit card facilities. In those cases, confirmation from respective bank or credit card statement constitutes evidence of payment.

4. Comprehensiveness and Transparency in Product Information 
We are also committed at all times, in ensuring that all information and disclosure of our products and services is fair, accurate and comprehensive. As such, we shall not engage in deceptive, misleading or false representations with regards to our product and services.