One of our Insured was involved in a fatal traffic accident which
caused the death of his three children.
He was extremely upset over the traumatic experience and therefore
our officer handled his claims with utmost care and concern. The
vehicle damage claim as well as the personal accident benefits for
the deceased were settled fairly and promptly with sensitivity and
skills.
Our officer managed to console and cheer the customer up. He was
extremely touch by the sincerity of our staff and was indeed very
appreciative of the personal attention given.
The customer wholeheartedly wanted to present a gift to our staff
which was tacfully declined. In the end, the customer sent a Thank
You card to him.
The followings were stated in the Thank You card:
" It was with great pleasure that I wrote these words to express my
heartful thanks for your help in the claim after my accident. You
were professional judging by the way you present yourself with esteem
regards for the customer. Your excellence performance would be an
example for everyone to follow. Thank you so much."
Sensing that the customer was a religious person (Muslim) during the
settlement of the claim, our officer even wished him that GOD would
give him another child soon. True enough, as a customer service
follow through, the staff called the customer recently during the
Hari Raya Festive Season and was very glad to discover that his wife
was expecting. The staff could really sense that the customer was
really really happy with us.
The above is another example of a delighted customer who received a
high standard of customer service from NTUC Income beyond his
expectation.
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