I waited a long time to be served at the check-in counter at Changi Airport.
I told the customer service officer, "Are you X? I waited an unusually long time for you to check-in the passenger in front of me. After that, you were chatting with your colleague at the next counter before you attended to me. I am angry at this slow service. I will be lodging a complaint."
X said, "The delay was caused by the system hang. I apologise". X then attended to me speedily, efficiently and courteously. His face light up when I said, "Thank you. I have decided not to lodge the complaint". I am sure that X had a practical lesson in customer service that he will remember for a long time.
Lesson: Never chat with a colleauge while at work. Pay attention to your customer.
Saturday, April 12, 2008
Inflated injury claims
Dear Mr Tan
I assume you must have read the article in the Sunday Times on inflated car insurance claims. When you were at NTUC you implemented a rule whereby all car insurance policies at NTUC requires the insured to agree to use only workshops designated by NTUC. I believe that also covered all claims by 3rd parties. It was a good measure but not popular with many insurance companies who decided not to follow your footsteps. I wondered why.
It seemed that insurance companies when they met with 3rd party claims, they are very eager to settle the claim even when they are inflated. The excuse they give is that they do not wish to undergo a long legal process so it is easier to settle even if the claim is many times higher than what is really required to repair the car. Is this the case?
I have had experience of this nature before but the insurance company is very evasive when I question them. They are also very unwilling to disclose the amount the claim they have settled. Why is this so?
The end result is that I end up giving up my no claim bonus. Is there something we can do to nip this problem. I have a healthy suspicion that the insurance companies actually encourage this practise. Your views would be appreciated
REPLY
Here are my views. This is a difficult problem. It is difficult to solve.
The party that can solve it is the Government.They have to pass a law to make sure that people who cheat by inflating claims are severely dealt with. If the Government does not want to pass a law, then the insurance companies will continue to face difficulty in dealing with this matter. And the consumers will have to pay higher premiums.
I assume you must have read the article in the Sunday Times on inflated car insurance claims. When you were at NTUC you implemented a rule whereby all car insurance policies at NTUC requires the insured to agree to use only workshops designated by NTUC. I believe that also covered all claims by 3rd parties. It was a good measure but not popular with many insurance companies who decided not to follow your footsteps. I wondered why.
It seemed that insurance companies when they met with 3rd party claims, they are very eager to settle the claim even when they are inflated. The excuse they give is that they do not wish to undergo a long legal process so it is easier to settle even if the claim is many times higher than what is really required to repair the car. Is this the case?
I have had experience of this nature before but the insurance company is very evasive when I question them. They are also very unwilling to disclose the amount the claim they have settled. Why is this so?
The end result is that I end up giving up my no claim bonus. Is there something we can do to nip this problem. I have a healthy suspicion that the insurance companies actually encourage this practise. Your views would be appreciated
REPLY
Here are my views. This is a difficult problem. It is difficult to solve.
The party that can solve it is the Government.They have to pass a law to make sure that people who cheat by inflating claims are severely dealt with. If the Government does not want to pass a law, then the insurance companies will continue to face difficulty in dealing with this matter. And the consumers will have to pay higher premiums.
Travelling to Jakarta, April 2008
I will be in Jakarta for the next four days. I will return on Wed midnight. My posting to the blog will be less regular.
Goalkeeper to the blog
I have to act as goal-keeper to this blog.
There were regular comments from a few people attacking the following:
a) insurance agents in general
b) new products introduced by NTUC Income
c) the current management
I have to block many comments that fall into the following:
a) personal attacks
b) defamatory, e.g. accusing people of cheating, incompetence
c) vulgar, rude
I allow some comments to go through, if they appear to be fair, objective or substantiated.
To make my work easier, I suggest that you should send your e-mail to me giving the facts. I will post them, without disclosing your identity.
There were regular comments from a few people attacking the following:
a) insurance agents in general
b) new products introduced by NTUC Income
c) the current management
I have to block many comments that fall into the following:
a) personal attacks
b) defamatory, e.g. accusing people of cheating, incompetence
c) vulgar, rude
I allow some comments to go through, if they appear to be fair, objective or substantiated.
To make my work easier, I suggest that you should send your e-mail to me giving the facts. I will post them, without disclosing your identity.
Opportunities for growth and promotion
I am now a consultant to a relatively new life insurance company. This company sell life and health insurance directly to customers and corporte clients, using the internet, call center and worksite marketing. It will sell low cost investment funds later this year.
The company is interested to look for managers and executives for its sales and marketing team. We will use an innovative new marketing approach - create awareness, educate the customers and advice them on the suitable, good value products.
We are particularly interested in people who:
a) enjoy dealing with customers
b) like to try a innovative way of marketing
c) have a certificate or diploma in life and health insurance
d) enjoy success and achievement
The positions offer attractive salary and incentives, and good opportunity for growth and promotion.
If you are interested to learn more about this opportunity, send a brief resume by e-mail to kinlian@gmail.com
Please pass the word around to your friends, who may be interested to make a change of career.
The company is interested to look for managers and executives for its sales and marketing team. We will use an innovative new marketing approach - create awareness, educate the customers and advice them on the suitable, good value products.
We are particularly interested in people who:
a) enjoy dealing with customers
b) like to try a innovative way of marketing
c) have a certificate or diploma in life and health insurance
d) enjoy success and achievement
The positions offer attractive salary and incentives, and good opportunity for growth and promotion.
If you are interested to learn more about this opportunity, send a brief resume by e-mail to kinlian@gmail.com
Please pass the word around to your friends, who may be interested to make a change of career.
Avoid buying a private car
Dear Mr. Tan,
May I ask you whether it is a good time to buy a car now? As I had just came back from overseas lately. I found out that the COE had increased a lot. For the category below 1600cc, the COE price is $16930. Some people say it may hit $20000 for COE.
Do you think will the COE come down $12000 to $14000 in few months times As every things is increasing who will want to buy the car if COE keep increase. Please help me to answer my query.
REPLY
In my personal view, it is a bad time to buy a car any time. Although I I have a car, I prefer to keep it at home, and travel by MRT and bus.. Sometimes I take the taxi.
If you have to buy a car, you better get someone else to advise you on timing. I am not familiar with this matter.
May I ask you whether it is a good time to buy a car now? As I had just came back from overseas lately. I found out that the COE had increased a lot. For the category below 1600cc, the COE price is $16930. Some people say it may hit $20000 for COE.
Do you think will the COE come down $12000 to $14000 in few months times As every things is increasing who will want to buy the car if COE keep increase. Please help me to answer my query.
REPLY
In my personal view, it is a bad time to buy a car any time. Although I I have a car, I prefer to keep it at home, and travel by MRT and bus.. Sometimes I take the taxi.
If you have to buy a car, you better get someone else to advise you on timing. I am not familiar with this matter.
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