Your policy is still valid
An “orphan policy” is a policy whose agent has left. Nothing about your cover changes: the insurer still owes you the benefits, and you still need to pay premiums on time. What you lose is the person who reminds you, explains things and helps with claims.
What to do now
- Find your policy documents, or log in to the insurer’s customer portal to see your policies, premiums and nominees.
- Check that premiums are being paid. If you paid through the agent before, switch to auto-debit, online banking or JomPAY straight to the insurer. Never pay premiums into a personal account.
- Call the insurer’s customer service and ask for a new servicing agent. Insurers usually reassign orphan policies, or you can name an agent you trust.
- Check your nominees and contact details are up to date.
Making a claim without your old agent
You can claim directly through the insurer: by its claims hotline, customer portal or a branch. For hospital admission, show your medical card at a panel hospital as usual. A new servicing agent can help you prepare documents and follow up.
A good time for a policy review
Many orphan policies were bought years ago and never reviewed. Check that the cover still fits your life: medical card limits, life cover for your loans and family, and whether any investment-linked policy’s account value is falling.
Lulu takes over and services existing policies for clients, starting with a free review. No hard selling: often the old policy is worth keeping as it is. If you have a Great Eastern policy, see the Great Eastern policyholder guide.