I had send an email explaining 3 weeks ago about a mistake in my annual statement, but no reply so far.
I had sent another email about 1.5 week ago, to resend the email. Both times I got the auto-reply:
"(This is an auto reply to inform you that we have received your email successfully)

Dear Valued Policyholder,

Thank you for contacting Great Eastern Life Assurance (Malaysia) Berhad.

We would like to inform you that we are experiencing an unusually high volume of emails and it will take us longer than usual to respond to you. Please allow us 4 working days to get back to you.

Alternatively, please contact our Customer Service Careline at 1300-1300 88 from Mondays to Fridays 8.30 am to 5.15 pm (except Public Holidays). For customers residing outside Malaysia, we can be reached at +603 4259 8888. Our Customer Service Officer would be glad to assist you.
"

Both times they did not contact me in the 4 days.

Has anybody ever received a reply from Great Eastern?

A call to your servicing agent or direct line, perhaps? You should know that Malaysian corporate culture is 'No call, No urgent to respond'

-deleted- (double posted)

This post has been edited by Hun Eung: May 14 2016, 12:10 PM

Already tried servicing agent, he asked me to contact customer care.

Walk up to their office

Hv u tried what the agent suggested? Perhaps u can get faster response by doing that.

you may call customer care directly while waiting for the email reply.

That would be my last resort.

Yes, they have an email address from which they can be contacted.

Some things are easier to explain through email with attachments that can be seen than through talking to somebody.
Anyway, calling is my next option.

Their facebook team asked me to try emailing again.

complain & F**K your agent la, i called my agent to inform I've not received any statement.

less than 3hrs, agent informed main office, they called and do verification + send me the softcopy.

just did it last week. also, last minute..

last resort, walk to office

Great eastern sent an email after more than a month. Reason was that they have a big surge of emails.

Agent doesn't seem to be very active anymore.

I've sent email to them on 28 april, then replied me back on 28 may,

agent no more work for great eastern, call service number always nobody pick up

here's their replied
Dear Mr Tan,

We apologise for the delay in our reply as we are currently experiencing sudden surge in the volume of emails. Some of our policyholders may encountered longer waiting time for their emails to be answered.

Well try to see if any non-servicing agent can help you on this

Exactly, and they say that while their initial auto reply email already says:
"We would like to inform you that we are experiencing an unusually high volume of emails and it will take us longer than usual to respond to you. Please allow us 4 working days to get back to you."

This really seems like some old school company.
They should know not to put an email address if they can't reply within a reasonable amount of time.

So why do they put an email address on their site?

I already send them all the documents as proof. Once I call them and explain I will need to email everything again.
At that point I will have wasted even more time and money to get their mistake corrected.

I also asked their people at facebook already if they may have another email address I can send my enquiry to.
They simply say no.

Great eastern isn't using any emails for communication?

Somebody from great eastern called today. They have different payment information in their system compared to my bank statement.

I can foresee this will take a lot of time to fix. Will just cancel the policy and let my money talk instead. It's just a super low yield life insurance policy anyway.

sorry to see that you had a bad experience, hopefully it did not affect your faith on insurance.