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.

Human beings are like currents…

…we follow the path of least resistance.

An e-mail reply from MSIG.

An e-mail reply from AXA.

What is presented to me when I log on to the Income website.

My scooter insurance’s up for renewal; I’m with NTUC Income but I thought I’d scout around to see if I could get a better offer from another company.

Out of all the agencies I e-mailed, only two got back to me, and in no uncertain terms, informed me that they weren’t hard up for my money so I could very kindly f*** off and leave them alone.

Or it could have just been bad customer service.

To MSIG’s credit (or discredit?), the e-mail was copied to two reps, one of whom actually forwarded my message to Commercial Agency Pte Ltd, and an agent quoted me a premium of $350.96 on the same terms that NTUC Income offered.

Except, of course:

  • Income’s premium is lower,
  • it’s giving me a 5% loyalty discount which reduces the premium even more AND
  • I have complete ease of renewal – one click, enter my credit card details and I’m done.

Moral of the story: make it easy for your customers to get what they want, and you’ll keep them, even if it’s just to make $300 off of them for another year.