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Document Date: December 2005

A policyholder was extremely delighted with our customer service. She wrote in to express her appreciation.

In February 2005, Lydia (not her real name) was diagnosed with colon cancer. She had an operation the following month. Fortunately it was stage one. Nevertheless, she was upset when tried to make claims from various insurance policies.

Lydia made one call after another to various insurance agents, but she was disappointed because, in her own words, they did nt appear to be keen to help. One agent from an unnamed company could not even direct her to the right forms to fill.

Then Lydia remembered Income's Carol Lim who had sent her a personalised birthday card before her illness. But she did not put much hope of getting a better response as she had not bought any critical illness policy from Income. All she had was Incomeshield coverage. Yet Carol went out of her way to help Lydia.

In a letter to CEO Tan Kin Lian, Lydia said:

"I was so touched when she was so empathetic about my situation. Her caring ways lifted my spirits. Not only did she send me the forms to my email, (while others simply directed me to their websites to download the forms or didn't even know where to find their websites); she also helped me in obtaining a reimbursement for the professional fees I had to pay my doctor for my medical report.

I was pleasantly surprised at her determination to go the extra mile in having my claims settled, keeping me always informed on the status. I was extremely delighted when I received the reimbursement within two weeks!

This episode has certainly changed my opinion about NTUC Income, as I had previously thought that other insurance companies were better. NTUC Income has proven to be very service-orientated.

My husband and I are now strong supporters of NTUC Income. Carol Lim is definitely an asset to your company especially in this competitive insurance market where service is generally lacking. Once again, I would like to express our heartfelt thanks to NTUC Income for having staff like Carol.”