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Dear Policyholders

At NTUC Income, we appreciate feedbacks from you that will help us better understand your service experience with us, and where possible, allow us to improve on our service level and enhance your service experience. We would like to share with you how we handle your feedback.

More Details... Prompt Response to Enquiries Request for Compensation Request for Statement Making an Incomeshield Claim Special Underwriting Terms Satisfactory Repair of Vehicle Quality of Repair Renewal of Motor Insurance

Handling of Feedbacks - Compliments and Complaints

We hope to make it as convenient and hassle free as possible, for you, our valued policyholders to share with us your feedback. You can write to us via sq@income.com.sg or call us at 6877 3472 where our Service Quality officers will attend to your feedback. You can also fill up our Feedback form when you make a transaction at one of our servicing branches.

Your compliments reaffirm our customer friendly practices and motivate our employees and us to strive towards service excellence. At the same time, we value your feedback if we have not met up to your expectations. We will also assist you if you have an unresolved problem.

If You Have a Complaint

NTUC Income adopts a 3-level approach towards handling of complaints. Most complaints are handled and resolved at the first level, where our department managers work with our Service Quality officers to provide a satisfactory solution for you.

At the second level, appeals are referred to our senior management for review of decisions. We aim to resolve at least 90% of the complaints/appeals at first and second levels.

Under our Complaints Management Framework, when we cannot resolve a complaint on common agreement with our customer, Service Quality will assist the complainant to file the case or refer the case to external channels.

Officially launched on 31 August 2005, the Financial Industry Disputes Resolution Centre Ltd (FIDReC) is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. It subsumes the work of the Consumer Mediation Unit of the Association of Banks in Singapore and the Independent Disputes Resolution Organisation.

FIDReC's scope includes claims disputes as well as disputes pertaining to service standards and market conduct. There is however a limit set for the disputes handled:

1. up to S$100,000 for both life and general insurance for claim disputes with own insureds;
   
   
2. up to S$50,000 for disputes between banks and consumers, capital market disputes and all other disputes (including third party claims and market conduct claims) up to S$50,000 for disputes between banks and consumers, capital market disputes and all other disputes (including third party claims and market conduct claims)

FIDReC will handle disputes between individuals and insurers. It will not handle disputes between companies or other business groups and insurers.

Filing a case with FIDReC is free of charge but if the case cannot be resolved and subsequently has to be decided through an arbitrator or mediator, there will be a nominal fee levied: $50 payable by the individual and $500 by the insurer.

The decisons of FIDReC are binding on insurers but will not be binding on insureds. The notes of FIDReC proceedings will not admissable in courts of law unless some other rules of evidence apply.