Dear NTUC Income.

Last year, I wrote about how convenient your service was when it came to renewing my motorcycle insurance.


Motorcycle insurance renewal letter: no, I'm not interested in calling my agent or your 24-hour customer service hotline! I just want to click a button and give you my money!


NTUC Income Online: where is the renew button for me to renew my motorcycle insurance?

What is – I don’t even – which hamster told you that customers are desirous of this heinous pigletry???

I don’t want to “call [my] agent or [your] 24-hour hotline” because I don’t need to talk to a human being to do this.

I just want to click a button and give you my money so that you can insure Le Poots and I – that is all.

Like what you see in this picture here, just in case you’ve forgotten what convenience and customer service is all about:

Customer service and convenience, circa 2010.

At the same time, it seems my premium has increased to $322.58. Why?

If you think this is an uneducated grouse, don’t worry – I know what the basic principles of insurance entail.

Nevertheless, my question centres on a logical Key Performance Indicator that all efficient insurers should adopt (or should have at least adopted), and that is: insurers must aim to maintain or reduce the year-on-year premiums that a customer has to pay.

But why can’t insurers meet that aim in Singapore?

Is it because of:

I have no ready answers.

But if anything, ladies and gentlemen, this is yet another reason why we need honest and customer-oriented people in charge of the organisations and institutions in our country.

About the author

Laremy Lee

A versatile educator, writer and editor, Laremy Lee (李庭辉) has the uncanny knack of being one of the few among his generation in Singapore who crafts compelling stories in different genres.

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