CAD/3186/JAN2020/JY

30 March 2020

To All Members of the Field Force

Malaysia

Dear Sir/ Madam,

Deferment of Premium Payment Program (“DPP Program”) due to COVID-19

In line with the COVID-19 outbreak financial reliefs announced by the Government on 27 March 2020, the
Company will be allowing policyholders that are financially affected by COVID-19 or the Movement Control
Order (“MCO”) to defer their regular premium payments for a period of 3 months without affecting
their policy coverage. For ease of understanding, please refer to the details in the table below:

Who is Eligible? How to Apply? When to Apply?

(i) Policyholders who This is NOT an automatic Program. This option is open
have been infected for application from
by COVID-19 or Policyholders who fulfill the criteria can apply by: 1 April 2020 to 31
under mandatory December 2020.
home quarantine or A. Interim Process (1 April 2020 to 5 April 2020)
suffer loss of Please take note that as an interim process, additional
income as a result verification shall be performed on submissions
of economic impact received.
of COVID-19. (i) Writing to our dedicated email
(ii) This applies to covid19relief@greateasternlife.com to request for an
policies where application.
premium is due (ii) An application form will be emailed to the policy holder
from 18 March for completion.
2020 to 31 (iii) To email* the completed form together with supporting
December 2020 documents to covid19relief@greateasternlife.com
(both dates
inclusive). B. Mandatory Submission through eConnect
(iii) Premium must be (6 April 2020 to 31 December 2020)
paid up to current As part of the Company’s measurement to safeguard
due date as of 18 our customers’ information, submissions are mandatory
March 2020. via eConnect and below are the steps:
(iv) Regular premium (i) Policyholder to register / login to eConnect
paying policy. (ii) Retrieve the application form in eConnect
(iii) Submit the completed form and supporting documents
through My Mailbox in e-Connect

Important Note:
1. *Policyholder must use their email address that is
registered in the eConnect. Please refer to Appendix
2 for eConnect Step by Step Sign-Up Guide.
2. Mobile number and email address are mandatory when
completing the form.
3. We do not provide the form or accept submission of the
form through our branches or Head Office Service
Centre.
Please be advised that the processing of the application will take up to 10 working days (during MCO
period) and 5 working days (after MCO period) from the submission date. Policyholders will receive
notification on their application status via email. For successful application, policyholders will enjoy grace
period of 3 months to remit their policy’s premium due from the last due date.

For more information, kindly refer to the attached Frequently Asked Questions (Appendix 1).

We seek your patience and understanding in managing your customer’s enquiry on the Deferment of
Premium Payment Program as the Company is still refining the application process and will update as and
when the details are ready. In addition, Company will also provide the premium deferment information in
the Corporate Website for ease of policyholders’ reference.

Yours sincerely,

Jeffrey Yem
Chief Operations Officer

(This is a computer generated circular and a signature is not required)

Appendix 1: Frequently Asked Questions

No Question Answer

1. What is Deferment of Premium Payment It is a Program for eligible policyholders to apply to defer
Program for COVID-19 Outbreak? their regular premium payment for 3 months.

Policyholders can delay their premium payment for 3

consecutive months if his or her application for this
Program is approved by the Company.

2. What will happen to the policy which has
been approved under this DPP Program?
Company shall continue to provide the protection coverage
under the policy. In other words, should there be a claim
during this 3-months period, the claim will be processed in
accordance to the existing policy coverage, subject to
terms and conditions.

If the claim is admissible, the Company reserves the right

to deduct the outstanding premium from the claim payment
or collect the outstanding premium prior to the payment of
claim.

3. When is the effective date for this From 1 April 2020 to 31 December 2020 (both dates
Program? inclusive). Application to defer premium payment must be
received by the Company within this period.

4. Who is eligible to apply for this Program? 1. This is not an automatic qualified Program. Eligible
policyholder can apply and it is subject to Company’s
approval.
2. The eligibility criteria is as follows:
(a) Policyholders who have been infected or under
mandatory home quarantine or suffered loss of
income as a result of the economic impact due to
COVID-19
(b) Policy premium is due from 18 March 2020 to 31
December 2020 (both dates inclusive).
(c) Premium is paid up to current due date as of 18
March 2020.
(d) Regular premium paying policy.

5. Does the policyholder need to pay back the Yes, policyholder has to pay back the deferred premium(s)
premium after the Program has ended? and the next due premium once the Program has ended to
avoid lapsation of policy. Please be reminded that this is
not a waiver of premium program.

6. If the policy has premium deduction via If the application is approved:

credit card/debit card/GIRO or bank
standing instruction, what should the
policyholder do when their application has
been approved?
1. The premium deduction via credit card/debit
card/GIRO will stop billing until the end of the
deferment period.
2. For bank standing instruction, policyholder needs to
inform the respective bank to stop payment.
3. For recurring payment via Internet Banking or
JomPAY, policyholder needs to change the recurring
option to stop the auto deduction through their Online
Banking.
7. What should the policyholder do to restore
the premium deduction via credit card/debit
card/GIRO or bank standing instruction
when the Program is over?
8. How long does it take to process the
application?
9. If approved, when does the Program
commence?
10. Can the policyholder submit multiple
applications for the same policy under this
Program?
11. What is the application process?
1. For credit card/debit card/GIRO, the billing of
premium will automatically resume after the
Program is over.
2. For bank standing instruction, policyholder is
required to inform the respective bank to resume
the payment.
3. For recurring payment via Internet Banking or
JomPAY, policyholder is required to set-up the
recurring option through their Online Banking.
The processing will take up to 10 working days (during
MCO period) and 5 working days (after MCO period) from
the date of receiving the completed form and documents.
Policyholders will receive notification of their application
status via email.
The Program shall commence from the next premium due
date up to maximum of 3 monthly premiums.
Example:
1. Monthly premium next due date is 15 April 2020
2. Application approved on 10 April 2020
3. The Program shall commence from 15 April 2020
to 14 July 2020
No, this Program is only available once for each policy.
A. Interim Process
(1 April 2020 to 5 April 2020)
Please take note that as an interim process, additional
verification shall be performed on submissions
received.
(i) Writing to our dedicated email
covid19relief@greateasternlife.com to request for an
application.
(ii) An application form will be emailed to the policy holder
for completion.
(iii) To email* the completed form together with supporting
documents to covid19relief@greateasternlife.com
B. Mandatory Submission through eConnect
(6 April 2020 to 31 December 2020)
As part of the Company’s measurement to safeguard
our customers’ information, submissions are
mandatory via eConnect and below are the steps:
(i) Policyholder to register / login to eConnect
(ii) Retrieve the application form in eConnect
(iii) Submit the completed form and supporting documents
through My Mailbox in e-Connect
Important Note:
1. *Policyholder must use their email address that is
registered in the eConnect.
2. Mobile number and email address is mandatory when

12. What are the documents required?
13. Does the policyholder have other options
besides this Program?
14. If the policy lapses after the deferment
period, can the policy be reinstated?
15. Policyholder still receives Automatic
Premium Loan (APL) and/or Lapse notice
after the application has been approved.
Why?
16 If the application is approved, is there any
late payment interest imposed during the
payment deferment period?
17. How do I know if my policyholder has
applied for the Program and approval has
been granted so that I can ensure they pay
their premium after the 3 months grace
period?
completing the form.
3. We do not provide the form or accept submission of
the form through our branches or Head Office Service
Centre.
1. Application Form
2. A report or letter certified by a Doctor at any of the
Ministry of Health Malaysia designated hospitals
confirming Covid-19 infection of the policyholder, or,
3. A report or letter certified by a Doctor confirming home
quarantined is required due to Covid-19 potential
infection of the policyholder; or
4. Employer’s letter of salary reduction or
termination/retrenchment; or
5. Letter or evidence of commission reduction; or
6. Evidence on loss of income for business, e.g. closure
of food court or shops, drops in business revenue, etc.;
or
7. Any other document or evidence that can substantiate
the application.
Yes, policyholder can consider other options like reducing
sum assured or removing some benefits or riders from the
policy to reduce the premium amount. Policyholder can
consult the servicing agent for appropriate advice.
Yes, policyholder can apply for reinstatement by submitting
Health Warranty Form as per the existing process and
requirement. For more details, please contact your
servicing agent.
For approved applications, policyholders may ignore the
notice. Should there be any enquiries, please email to
covid19relief@greateasternlife.com
For successful application, there is no late payment
interest imposed during this deferment period.
We are working on a special listing of policyholders whose
application has been approved to be available in ePartner
for servicing agent’s reference and follow-up as necessary.
We will inform the agency force once this listing is ready in
ePartner.
Appendix 2: Step by Step eConnect Sign-Up Guide