Legal Tips

Agency

Document Date: April 2012

Here are some Frequently Asked Questions on the topic "Agency":

In an insurance company, who is an agent?
What acts can be performed by an agent of NTUC Income?
When acts cannot be performed by an agent of NTUC Income?
What happens when an agent of NTUC Income fills up the proposal form for a customer who is illiterate in English?
Can an agent of NTUC Income help a customer with his claim?
How can a customer make a complaint about an agent of NTUC Income?

Q1.	In an insurance company, who is an agent?
A1.	The term "agent" refers to an individual who is licensed to sell insurance. In NTUC Income, the term "agent" covers our Financial Consultants, Financial Associates, Insurance Advisers, Insurance Consultants or Corporate General Insurance Agents.
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Q2.	What acts can be performed by an agent of NTUC Income?
A2.	An agent of NTUC Income can do the following: Promote and sell our insurance products. For this purpose, the agent can receive proposals and applications for NTUC Income; Attend to and liaise with customers on our behalf and provide after sales service and support; Collate and prepare all information, documentation and reports which NTUC Income may need about its customers; Collect premiums from customers on our behalf and pay the premiums to us.
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Q3.	When acts cannot be performed by an agent of NTUC Income?
A3.	An agent of NTUC Income cannot do the following: Accept or make any proposal or offer, or renew, extend, vary or reinstate any policy on our behalf; Cancel or withdraw any proposal or offer accepted by us; Deal with, negotiate, admit or settle any claims on our behalf; Sign any claim form or document on behalf of any customer; Take on any liability or debt on our behalf; Make any false or misleading promise, statement, commitment or representation regarding the terms or benefits under our insurance products; Cause or influence any customer to cancel any policy provided by us or allow any policy to lapse; Accept any payment or benefit from anyone (other than NTUC Income) for doing anything in connection with any insurance policy issued by us or any other insurer; and Make any representation or promise on our behalf or in any way commit us to any obligation without first obtaining our written consent.
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Q4.	What happens when an agent of NTUC Income fills up the proposal form for a customer who is illiterate in English?
A4.	The agent acts as agent of the customer. The agent has a duty to the customer to exercise care, and the agent can be held liable to the customer if he is negligent.
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Q5.	Can an agent of NTUC Income help a customer with his claim?
A5.	The agent can only help a customer to complete and submit the claim forms to NTUC Income, but the agent cannot sign the claim forms for any customer. The agent is also not allowed to: negotiate, settle or admit any claim on our behalf; and make any assessment of the claim on our behalf.
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Q6.	How can a customer make a complaint about an agent of NTUC Income?
A6.	A customer can send an email to sq@income.com.sg and provide the relevant details like name, NRIC number, insurance policy and some brief facts about the complain. Alternatively, he / she can call NTUC Income 24-hours hotline at 63INCOME to make the complaint.
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