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I REFER to last Wednesday's letter, 'Delay after delay in IncomeShield claim' by Mr Leong Kok Choong. I am sorry for the frustration and distress caused to Mr Leong and his family over the way we handled his late mother's claim. There were delays on our part, exacerbated by a failure to promptly update our records and an inadequate explanation of the claim payout.
The general manager of our Health Division met Mr Leong last Thursday to offer a personal apology. We also took the opportunity to explain the basis of our payment, including the payout limits under his late mother's IncomeShield plan. We also apologised for our previous communications which were unclear and which added to Mr Leong's unhappiness.
This case is an example of a weakness in our processes and we have set up a task force to make the necessary changes to prevent similar incidents. NTUC Income is transforming many aspects of our culture and processes, and injecting new competencies into our organisation, so we can offer outstanding customer service. People are at the heart of our decision-making processes, even as we pursue commercial leadership.
I thank Mr Leong and his family for their patience. I also thank readers for their support of and trust in NTUC Income all these years. They have my personal assurance we will always be fair in all our dealings with them.
Tan Suee Chieh
Chief Executive
NTUC Income
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