NTUC Income Insurance review: General insurance policy

Demonstrate a bit more tolerance and compassion towards existing customers.

In 2009, I purchased three VIVO life insurance policies with enhanced waiver for my children, as they were too young to make payments themselves. In 2022, as my children had grown up and were capable of handling their own payments, I requested NTUC Income to remove me as the policyholder. While they complied with my request, I later discovered that the enhanced waiver of $9.15 for 2-3 payments had not been automatically removed. When I approached the front office personally, I was informed that, as I was no longer the policyholder, they could not assist me. Despite the recent change in policyholder being only 3-4 months prior, the front office staff declined to check or provide contact information for further assistance. As a customer, I believe I have the right to escalate the issue to a higher-ranking officer if my concerns are not addressed. Ultimately, my agent resolved the matter, and new payments were adjusted, excluding the enhanced waiver.

My second encounter with NTUC Income occurred during my recent trip to Bintan from December 7 to December 9. I purchased a travel policy online for the trip. On the last day, I visited the blue lake, and although I felt some itchiness on my legs between the lake and the hotel, I did not take it seriously. It was only later, at home, that I experienced discomfort and swelling on both legs. I consulted a doctor, who diagnosed it as likely insect bites and prescribed antibiotic cream and antihistamines. When I tried to claim the medical fee of $19.10 from NTUC Income, I was informed that it couldn't be processed because the incident occurred in Bintan, and I needed to see a doctor there. This was challenging for me, as the insect bites happened on the last day of my trip, and I had to catch a ferry shortly after visiting the blue lake. I firmly believe that I have the right to claim the medical fee, and both incidents have left me significantly disappointed with NTUC Income.

Unfortunately, my experience with the insurance policy I purchased fell short of my expectations. I encountered challenges and issues that left me feeling dissatisfied with the overall process. I believe it is important to highlight these concerns, not only for my benefit but also to assist your team in identifying areas for improvement.