Forum: Balance of power in claims cases skewed in favour of insurance companies

The court’s award of damages to Mr Jonathan Ko is a triumphant victory for an ordinary person against a corporate giant that had acted unreasonably or even callously to deny its obligations. (

Court awards over $417k in accident claim, lashes NTUC Income for ‘wholly unreasonable’ conduct;

Oct 1).

From my recent experience filing a small property claim with a well-established local insurer, I can attest that the balance of power in such situations is overwhelmingly tilted in favour of insurers with vast resources. Insured individuals often lack the wherewithal and knowledge to fight for justice.

In my case, the insurance company rejected my property damage claim outright – without requesting further information or conducting a site inspection. For weeks, my written and phone correspondence went unanswered.

It was only after repeated appeals that the company appointed a loss adjuster to assess the cause and extent of the damage. This was followed by six months of frustrating back-and-forth.

I finally recovered some $10,000 as compensation. I persevered under a policy for which I had paid premiums for over two decades without any claim made. 

Mr Ko’s case is also an excellent example of the role of the justice system to right the inherent power imbalance.

Hopefully, all corporations and organisations, not just insurance companies, will note this and treat their customers, especially seniors and vulnerable people who might be less able and knowledgeable, with fairness, respect and integrity. 

Ang Ah Lay