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Mar 22, 2010
Taxing time with mum's insurer
WHEN we think of insurance, we tend to visualise a man with a friendly face holding an umbrella out to us when it starts to rain. That is the result of successful marketing.
In reality, when the crunch comes, how many insurance companies can truly claim to be such a 'friend'? Isn't it more a case of wait until you are drenched before deciding to hold the umbrella out to you, by which time the downpour has probably eased off and you have caught pneumonia?
Take my experience with NTUC Income. I bought an Enhanced IncomeShield Plan for my mother (a preferred plan that is supposed to be top of the range). My mother came to visit me in Hong Kong last week (I am based there). A few days into the visit, she became seriously ill and was admitted to hospital. She had to undergo an emergency triple bypass and heart valve replacement. Meanwhile, I called NTUC Income for assistance and support.
First, this company does not appear to allow its executives to make overseas calls. It does not appear to be part of its modus operandi. Can you imagine what kind of first impression that makes? It was only after an exchange of words before the executive reluctantly agreed to call me on my Hong Kong number. Unnecessary aggravation.
Second, overseas coverage applies only to 'emergency' situations which translates as 'serious injury or onset of a serious condition which requires immediate medical intervention to prevent death or serious impairment of health'.
NTUC Income is unable to commit on whether claims will be paid until post-fact - that is, when everything is settled and the final receipt is produced. As one can imagine, a major operation plus hospitalisation means a colossal bill, hence the need for insurance coverage.
In times of crisis, the customer needs the insurance company to be there to support him along the way, not when everything is over, and definitely not to add to the stress.
If an insurance company can revert on whether a hospital claim is valid only after the final bill has been received, this is surely like saying you will provide the umbrella only after the rain has stopped.
In which case, the usefulness of this insurance company is severely compromised.
NTUC Income's executive promised me a same-day return call and e-mail. I have received neither thus far, and the indifference to the customer is complete.
Anthony Chiam
ST Forum
Home > ST Forum > Online Story
Mar 22, 2010
Taxing time with mum's insurer
WHEN we think of insurance, we tend to visualise a man with a friendly face holding an umbrella out to us when it starts to rain. That is the result of successful marketing.
In reality, when the crunch comes, how many insurance companies can truly claim to be such a 'friend'? Isn't it more a case of wait until you are drenched before deciding to hold the umbrella out to you, by which time the downpour has probably eased off and you have caught pneumonia?
Take my experience with NTUC Income. I bought an Enhanced IncomeShield Plan for my mother (a preferred plan that is supposed to be top of the range). My mother came to visit me in Hong Kong last week (I am based there). A few days into the visit, she became seriously ill and was admitted to hospital. She had to undergo an emergency triple bypass and heart valve replacement. Meanwhile, I called NTUC Income for assistance and support.
First, this company does not appear to allow its executives to make overseas calls. It does not appear to be part of its modus operandi. Can you imagine what kind of first impression that makes? It was only after an exchange of words before the executive reluctantly agreed to call me on my Hong Kong number. Unnecessary aggravation.
Second, overseas coverage applies only to 'emergency' situations which translates as 'serious injury or onset of a serious condition which requires immediate medical intervention to prevent death or serious impairment of health'.
NTUC Income is unable to commit on whether claims will be paid until post-fact - that is, when everything is settled and the final receipt is produced. As one can imagine, a major operation plus hospitalisation means a colossal bill, hence the need for insurance coverage.
In times of crisis, the customer needs the insurance company to be there to support him along the way, not when everything is over, and definitely not to add to the stress.
If an insurance company can revert on whether a hospital claim is valid only after the final bill has been received, this is surely like saying you will provide the umbrella only after the rain has stopped.
In which case, the usefulness of this insurance company is severely compromised.
NTUC Income's executive promised me a same-day return call and e-mail. I have received neither thus far, and the indifference to the customer is complete.
Anthony Chiam
