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 Prudential vs Great Eastern: My Experience, Not all insurance companies are the same

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jack2
post Apr 5 2021, 01:26 AM

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QUOTE(zstan @ Mar 15 2021, 04:17 PM)
i also just cancelled all my Great Eastern policies. Moved to AIA & AXA
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why?

QUOTE(prophetjul @ Mar 30 2021, 08:44 AM)
Great Eastern Life issues.  Hahahaha!  thumbup.gif    30 years ago was like this. Nothing changes with GEL  laugh.gif

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The High Court here has recorded a consent judgment between a 42-year-old cancer patient and an insurance company in a RM2.5mil lawsuit she filed against the latter.

In the judgment recorded before Judicial Commissioner Liza Chan Sow Keng here on Monday (March 29), businesswoman Tan Siew Wei and Great Eastern Life Assurance (Malaysia) Bhd achieved a full and final settlement in one of the two insurance policies she is claiming for.

In the settlement, a sum of RM500,000 was to be paid by the defendant to Tan as a full and final settlement of all the claims and demands which Tan has against the defendant, in respect to the particular policy.

Tan, who was diagnosed with Stage 4 cervical cancer in 2019, had sued the company for rejecting her critical illness insurance claims on allegations that she had broken the policy clause with a non-disclosure on her mental state, where she was diagnosed with an anxiety attack in February, 2017.

She is suing the company to claim for RM500,000, which is the basic sum assured from the first life insurance policy, and another RM2mil, the basic sum assured from her second life insurance policy.
The court ordered for the settlement sum to be paid before April 1 and did not make any order as to costs.

Neither party would have any further claim against the other after the settlement is completed. The policy shall be terminated with all the benefits and rights provided under the policy to cease.

Tan's lawyer Ng Kian Nam said hearing for the RM2mil policy continues on April 14.

In the statement of claim filed on Aug 12, last year, Tan said she bought the first policy in 2015 from Great Eastern with a half a million basic sum assured and a monthly premium of RM600 payable for 20 years.

In 2018, she signed up for a second policy with a RM2mil basic sum assured and a monthly premium of RM1,666.70 payable for 61 years.

Before entering into the agreement on both policies, Tan said she had truthfully filled in her information in the forms and made full disclosures in line with the Financial Services Act on her health, including declaring that she did not have depression or anxiety at all material times.

On Dec 27,2018, the plaintiff said she gave birth to her fourth child at a private hospital in Cheras and the next year, she was diagnosed with cancer.

She subsequently made insurance claims on critical illness from the defendant, as well as other insurance companies where she had bought life insurance policies.

Tan claimed that all of the companies have compensated her, but Great Eastern had repudiated both her policies and returned her monthly premiums on grounds that she had made a non-disclosure, had a psychology consultation and had been diagnosed with anxiety attack.

In Great Eastern's statement of defence, the defendant said it had assessed and processed the plaintiff's insurance claims and found that the plaintiff did not have the right to the basic sum assured under the policies.

It claimed the plaintiff had a psychological consultation history on April 17,2014.

It further claimed the plaintiff was diagnosed with anxiety attack and was prescribed Xanax on Feb 13,2017.
The defendant claimed that Tan had consulted with another doctor on Feb 16,2017, and complained about an infection in her body.

"The defendant found that the plaintiff had the illness and is aware of the illness as early as February, 2014.

"She, however, failed to disclose the diagnosis, treatment or the illness in her forms," it added.

Great Eastern said it had rejected the plaintiff's claims through its letters dated June 18,2019 and returned her premiums via direct credit.

"Therefore, the defendant's rejection of liability on the plaintiff's claim was valid, lawful and justifiable," it said.

Lawyers Wong Hok Mun and Chris Lim appeared for the defendant in the proceeding.

https://www.thestar.com.my/news/nation/2021...ompany#cxrecs_s
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wow.. no one come out to talk this topic.
xpole
post Apr 7 2021, 02:40 PM

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Was approached by Great Eastern agent and other insurance companies, but end up I didn't sign up with Great Eastern

I don't feel confidence with Great Eastern. I'm glad I didn't sign up for this
jorgsacul
post May 13 2021, 05:22 PM

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GE , better avoid
jorgsacul
post May 13 2021, 05:24 PM

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Those encounter issues with GE Malaysia should take it up with bnm and cc MAS of Singapore
jack2
post May 14 2021, 10:26 PM

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QUOTE(jorgsacul @ May 13 2021, 05:24 PM)
Those encounter issues with GE Malaysia should take it up with bnm and cc MAS of Singapore
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why wanna cc to MAS of Singapore?
HumbleBF
post May 16 2021, 01:46 AM

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Thank you so much for this thread sharing your experience.

I'm with HLA and have never submitted a claim before yet, and stuff like your experience with GE scares me alot!

Hope HLA will not be like this!



This post has been edited by HumbleBF: May 16 2021, 01:53 AM
Kitty_catts
post May 16 2021, 08:42 PM

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QUOTE(imin @ Sep 5 2019, 09:42 AM)
Thanks for sharing your experience. I've only used Allianz Medical Card and it was pretty good.
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Hi you made any claim before? How was the customer service?
imin
post May 16 2021, 09:49 PM

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QUOTE(Kitty_catts @ May 16 2021, 08:42 PM)
Hi you made any claim before? How was the customer service?
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I didn't make any post-claim; instead when I was about to be hospitalized, I just gave the hospital my Allianz Medical Card card. The whole procedure took quite a few hours though; but not sure who's fault was that la.
heavensea
post Jul 27 2021, 09:50 PM

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Wow that's why GE sell cheaper than AIA.
Really knn...
Koranshita
post Jul 27 2021, 11:22 PM

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I am with GE.. for many years. So far only claim hospitals stay. Agree with the signature. Keep on rejecting when sikit cacat.


The agent is ok. Maybe need to consider a backup insurance? I have employee benefits so personal is GE seldom use.

Thanks for tips. Anything can't claim call.BMN ahahah

This post has been edited by Koranshita: Jul 27 2021, 11:23 PM
Pop The Bubbles
post Jul 28 2021, 02:46 PM

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Came across this topic when I was reading some other investment thread. I am with GE since young which started by my parent for about 15 years and I
just continue to pay after I started to work.

not sure if i should switch to other.
MUM
post Jul 28 2021, 02:59 PM

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QUOTE(Pop The Bubbles @ Jul 28 2021, 02:46 PM)
Came across this topic when I was reading some other investment thread. I am with GE since young which started by my parent for about 15 years and I
just continue to pay after I started to work.

not sure if i should switch to other.
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It is recommended to hv yr 15 yrs old policy be reviewed again for adequacy of coverage to suit Yr working, lifestyle n commitment level
Ewa Wa
post Jul 28 2021, 03:54 PM

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QUOTE(Pop The Bubbles @ Jul 28 2021, 02:46 PM)
Came across this topic when I was reading some other investment thread. I am with GE since young which started by my parent for about 15 years and I
just continue to pay after I started to work.

not sure if i should switch to other.
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Definitely will ask u to review the policy instead of switching to others. Old policy has very good bonus payout yearly and could be more than ur premium. If u choose to terminate it then you will loose out the terminal bonus and other bonuses.
lifebalance
post Jul 28 2021, 06:16 PM

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QUOTE(Pop The Bubbles @ Jul 28 2021, 02:46 PM)
Came across this topic when I was reading some other investment thread. I am with GE since young which started by my parent for about 15 years and I
just continue to pay after I started to work.

not sure if i should switch to other.
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After 15 years, you can bet that you need to review to find out what is latest in the market with the money that you're paying now.
mini orchard
post Jul 28 2021, 06:56 PM

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QUOTE(Pop The Bubbles @ Jul 28 2021, 02:46 PM)
Came across this topic when I was reading some other investment thread. I am with GE since young which started by my parent for about 15 years and I
just continue to pay after I started to work.

not sure if i should switch to other.
*
Maintain the current policy. Entry premium is lower due to age.

Just buy additional coverage.

I bought a policy for my children many many years ago. Medical coverage limit was 200k then. Life was 50k. Premium today is 1.3k pa. Yearly cash dividend received is about 70% premium. Nett premium payable 300 to 400 per year.

Few years back, they bought additional coverage to compliment old policy.

QUOTE(Ewa Wa @ Jul 28 2021, 03:54 PM)
Definitely will ask u to review the policy instead of switching to others. Old policy has very good bonus payout yearly and could be more than ur premium.  If u choose to terminate it then you will loose out the terminal bonus and other bonuses.
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Agreed.
shop.petong P
post Oct 29 2021, 11:38 AM

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Just to share my experience with Prudential when submitting claim for my late father recently:

27th Sep - ask the agent to help with death claim

28th Sep - send all the required documentation to agent

5th Oct - informed by agent that claim has been submitted

8th Oct - ask agent why premium still charge to my card and agent say will check with company. Until today no reply

25th Oct - whatsapp agent to ask about claim status (almost a month). didn't get a reply

26th Oct - as I didn't get any reply from the agent, i called the customer service to check on claim status. And I was told a CTC of death certificate is required and this request was made on 19th Oct (no one actually bother to inform me whether its agent or Prudential and happily just mark the claim as pending)


28th Oct - take my own initiative and visit PJ office to submit the documentation in order to expedite the claim. Out of frustration I send a complain to Prudential customer service and below is the reply from their customer service. Didn't even bother with a phone call to help me resolve the issue or follow up.

Thank you for your email below.

We are deeply sorry this has happened to you and it is not experience we wish to create for any of our customer.

We would like to extend our sincerest apologies for any inconvenience that you encountered.


Two issue I have here:

1. Agent will always be nice to you when asking you to buy policy but look at their service when they can no longer earn from you. Just like a used tissue paper

2. Prudential is not showing any respect or care to the deceased family at least that is how I feel. Are you telling me they can't see when there is a death claim pending for almost a month requiring verification of a basic documentation? Not to mention the perfunctory reply from their customer service! FYI other insurance companies all processed and paid out the claim within a week no hassle at all.



MUM
post Oct 29 2021, 12:35 PM

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QUOTE(shop.petong @ Oct 29 2021, 11:38 AM)
Just to share my experience with Prudential when submitting claim for my late father recently:
......
......
26th Oct - as I didn't get any reply from the agent, i called the customer service to check on claim status. And I was told a CTC of death certificate is required and this request was made on 19th Oct (no one actually bother to inform me whether its agent or Prudential and happily just mark the claim as pending)

........
........
2. Prudential is not showing any respect or care to the deceased family at least that is how I feel. Are you telling me they can't see when there is a death claim pending for almost a month requiring verification of a basic documentation? Not to mention the perfunctory reply from their customer service! FYI other insurance companies all processed and paid out the claim within a week no hassle at all.
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Was wondering,
where n how did they sent out that request for ctc? Is it by mail to the last known documented address?
Other insurance companies does not require ctc of that death cert? Mind to share the names of those companies that does not requires ctc?


shop.petong P
post Oct 29 2021, 01:03 PM

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QUOTE(MUM @ Oct 29 2021, 12:35 PM)
Was wondering,
where n how did they sent out that request for ctc? Is it by mail to the last known documented address?
Other insurance companies does not require ctc of that death cert? Mind to share the names of those companies that does not requires ctc?
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Not exactly sure but when i called the customer service was told that in the system there is a remark requiring ctc of death cert. Other insurance companies also need ctc but they already told me this is needed before i submit the claim so the process is all smooth and fast.

One Agent even drop by my house to collect ori death cert to their company for ctc verification and we dont need to visit any branch at all. And I am being informed throughout the process from claim submission to approval to payment
roystevenung
post Oct 29 2021, 01:27 PM

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QUOTE(shop.petong @ Oct 29 2021, 01:03 PM)
Not exactly sure but when i called the customer service was told that in the system there is a remark requiring ctc of death cert. Other insurance companies also need ctc but they already told me this is needed before i submit the claim so the process is all smooth and fast.

One Agent even drop by my house to collect ori death cert to their company for ctc verification and we dont need to visit any branch at all. And I am being informed throughout the process from claim submission to approval to payment
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Death claim can be done online within a week as it only require a colored photo of the death cert and details of the claimant & banking details

It is more of agent issue on the follow up... apologize for that

shop.petong P
post Oct 29 2021, 03:01 PM

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QUOTE(roystevenung @ Oct 29 2021, 01:27 PM)
Death claim can be done online within a week as it only require a colored photo of the death cert and details of the claimant & banking details

It is more of agent issue on the follow up... apologize for that
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No offense here but I just feel Prudential as a company is equally guilty as well. Firstly The claim is sitting in the system pending for almost a month yet they didnt even bother to follow up with me or at least give me a call. Should they do that i could have submit the documentation one week earlier. Secondly Even when i complain to the customer service all i got is an apology but not an offer to help with the situation. Look at the reply i got from cs is it even helpful?

Also after i submit the ctc to PJ office, I was told that the claim will take about two weeks to process. Adding all up its close to 1.5 months of lead time (best case) vs the one week that you mention.

Well we have been with the company for >15 years paying the premium timely but definitely dont feel being valued/appreciated, not at all.





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