Dealing With Dispute

What if I have a dispute with my insurer?

If you feel you have been treated unfairly by your insurer, you should lodge a complaint directly with the insurer, and provide the insurer with your details (name, contact numbers, etc.), the specific nature of your complaint and supporting documents.

The insurer should acknowledge your complaint within 3 business days, and if necessary, request additional information from you within 7 business days of the date of your complaint.

Depending on the nature of your complaint, the insurer may need more time to attend to it. If so, the insurer should contact you and update you on the progress within 14 business days of your last communication, before proceeding to resolve the problem.

If you have taken these steps and still feel the response is not satisfactory, or if there is no response within the timeframes stated above, you should then appeal to the Chief Executive of the insurer in writing. You can expect a response to this within 14 business days.

Finally, if you are still unsatisfied after going through these channels, you can contact the Financial Industry Disputes Resolution Centre Ltd (FIDReC). FIDReC is an independent institution which aims to provide consumers with a one-stop avenue for resolving disputes in the banking, insurance and capital market sectors.

For more information, visit FIDReC’s website at www.fidrec.com.sg

If I have a dispute with the third party insurer on the question of liability and quantum of settlement amount, who can help me to resolve the dispute?

You can approach FIDReC. In addition to handling insurance disputes involving claims between insureds and their insurers, FIDReC also handles motor third-party property damage claims of up to S$50,000.

For more information, visit FIDReC’s website at www.fidrec.com.sg