We sincerely apologise for the service lapse Ms Aw Wen Ni experienced with us ("Ensure staff know correct details of insurance coverage"; Forum Online, Oct 5).

We fully agree with Ms Aw on the importance of providing accurate information to our customers.

Our customer service officer was incorrect in informing Ms Aw that the single-trip travel - classic plan covers skiing and snowboarding.

After verifying the information, the staff member failed to update and clarify the matter with Ms Aw.

We have since spoken to and apologised to Ms Aw for the oversight on our part.

We thank Ms Aw for her valuable feedback in helping us to improve our service.

Carole Chow (Ms)

Manager, Branding and Corporate Communications

MSIG Insurance (Singapore)