Complaints Handling Process

At Great Eastern, we strive to deliver excellent customer service to our valuable policyholders. We treat all complaints seriously. If you are unhappy with our staff or Life Planner, service delivery, product-related issues, decisions or actions made, please let us know by filling up this Feedback Form. We aim to resolve your complaint professionally and fairly within our stipulated time frame.

Upon receipt of your complaint, at the first level, we endeavor to resolve your complaint within 5 working days (Mondays to Fridays, excluding Public Holidays). However, if more time is needed for investigation, we will give you an interim reply within 5 working days and every subsequent 10 working days, and a formal reply will follow within a month. We may also contact you to better understand your concerns.

However, if your complaint is of complex nature such as the market conduct of our sales representatives, and where an investigation by Compliance department is required, we would need at least 14 working days for investigation. An interim reply will be given to you if more time is needed.

Independent Party Review
In the event that our final resolution is not to your satisfaction, and you wish to seek a third party opinion, we would suggest that you approach the Financial Industry Disputes Resolution Centre (FIDReC) for an independent assessment of your case. FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. Its address is listed below:-

Financial Industry Disputes Resolution Centre (FIDReC)
112 Robinson Road #13-03
HB Robinson
Singapore 068902
Tel : 63278878, Fax : 63278488, Email : info@fidrec.com.sg

Thank you for insuring with Great Eastern.

Yours Sincerely,

Allison Lum
Head, Customer Service
Great Eastern Life