We would like to clarify that it is a standard practice in the motor insurance industry to apply the excess and adjust the No Claim Discount (NCD) for policyholders who claim against their policy.

In cases similar to Mr Pereira's, where the other party involved in the accident fails to file a report, NTUC Income will do our best to track down the latter to establish liability for the damage caused.

Once it is proven that our policyholder is not at fault, we will return the excess and restore the NCD to our policyholder.

We acknowledge that this practice could have been better communicated to Mr Pereira, and apologise for the inconvenience caused. We have since contacted him to resolve the matter amicably.

We would like to assure all readers that as a key player in the motor insurance market, NTUC Income is committed to treating our policyholders fairly while giving them the best value products.

Caroline Fernandez (Ms)

Head, Public Affairs

NTUC Income