p/s I am interested to know what their response is and whether they will do anything. Stay tuned.
Re: Complaint
From: "wecare@lifeisgreat.com.sg"
--------------------------------------------------------------------------------
Dear Valued Policyholder
Thank you for contacting Great Eastern Life.
We will look into your enquiry and reply to you by the next working day.
For your info:-
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For change of address request via email, it will be updated within one
working day. Please include your full name and NRIC/Passport number in your
email. An acknowledgement letter will be sent to you by post.
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visit our website at www.lifeisgreat.com.sg.
3. AXS Stations for Insurance Payment
You can now pay your insurance premiums through AXS machines for Great
Eastern Life policies, Overseas Assurance Life policies and Accident &
Health policies. Visit our website lifeisgreat.com.sg for more details.
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Visit our website www.lifeisgreat.com.sg and apply for your e-Connect
password now if you do not have one.
Thank you for insuring with Great Eastern!
Warmest regards
Elaine Lim
VP, CS Communications
Customer Service
Great Eastern Life Assurance Co Ltd
Reg No 1908 00011G
In response to:
22/05/2010 11:29 bcc
AM
Subject
Complaint
To: Senior Management in Great Eastern Life
I would like to escalate a matter against a Great Eastern Life
advisor/representative who sold the Supremehealth plan to my mother.
Some time ago, we already wrote in to Great Eastern to terminate the plan
that the advisor sold my mother due to mis-selling and mis-representation.
My mother does not write or speak much English and when she went down to
Great Eastern to find out the value of her current insurance plans, the
advisor told her to sign on a screen in order to enter the system. It was
only a while later when I received a letter from NTUC income stating that
the health plan I bought for my mum has been terminated due to a new plan
that was signed up through Great Eastern.
After several calls to the customer service dept in Great Eastern
requesting to terminate the plan and to issue a complaint against the
advior, there were follow ups by the investigation dept, they told me that
they could not find any mis-selling by the advisor/rep. Which was very
disappointing due the following reasons:
1) No policy doc was given to my mum after her visit to the advsior
indicating she had bought any plan of any sort.
2) I have been paying for my mum's health plan with NTUC through my
medisave account. Why would my mum sign up for a Supremehealth plan when
she does not have much money in her medisave acc to pay for the premium
(she is self-employed) and the premium is more than $700 a year?
It is very clear that the advisor acted in his own interest to earn more
commission and did not follow the key principles of knowing your customer
and acting in interests of the customer.
Because of all this trouble caused by the advisor, Great Eastern informed
us that in order to ensure there is no lapse in coverage, we have to sign
up with NTUC for their healthplan which would automatically terminate the
Supremehealth plan with Great Eastern. So I had to go to the trouble of
going back to NTUC income to signing up of the health plan again for my
mum.
We thought the problem had been resolved however recently a few days ago,
my mum received a letter from Great Eastern saying that the premium was due
for deduction for the same Supremehealth plan that was supposed to be
terminated already. My mum called in to ask why this was so and they said
they will send her another form to sign so she can terminate the plan.
On 20th May, the advisor, Alex, called our residence at 7.45am in the
morning ask to speak to my mum. When I asked why, he told me to pass the
message to my mum to inform her to fax in a letter indicating that she
wants to terminate her Supremehealth plan. When I questioned why was the
plan not terminated despite us following the instructions given by Great
Eastern Life, he said that he also wants the plan to be cancelled as it
caused him so much investigation and trouble, and it was the customer
service offer's fault and asked us to indicate the name of the officer that
served us the other time we called in in the fax.
I told him that we do not know the name of the officer and informed him
that it was because of him that we have to go to all the trouble to cancel
the plan which my mum did not even want. When I indicated I would write in
to escalate the matter further to Great Eastern, he said that it was not
fair and that now he has to take the blame again?I ended the call because I
did not want to argue with him further.
He is very unprofessional and I am unable to understand why Great Eastern
Life has such an unethical and irresponsible advisor in the company. It
reflects very badly on Great Eastern as a company and shows it does not
value its customers.
I hope the senior management would take a serious view on this matter.
Thank you.
We have checked with the CPF Board and confirmed that xxx is in the process of reinstating her IncomeShield effective from 31 May 2009. As Great Eastern Life was not informed about the switch of plan, the SupremeHealth Plan continues to stay inforce.
Currently, NTUC Income is in the midst of liaising with the CPF Board with regard to the reinstatement of the IncomeShield. The CPF Board will notify Great Eastern Life with regard to the termination date as well as the refund of full premium. Once the SupremeHealth Plan is cancelled, we will send an acknowledgement letter to xxx.
Referring to your feedback on our Life Planner, Lim Hua Yao (A/c 1144612), our Compliance Officer had since spoken with him and reminded him on the importance of providing quality customer service to our customers. Please be assured that your feedback will serve as a record for the Life Planner.
Once again, thank you for bringing this matter to our attention and the opportunity for us to clarify.
Yours sincerely
Hazel Tiyu
Manager, CS Communications
Customer Service
Great Eastern Life Assurance Company Limited
Reg. No. 1908 00011G
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