Anne Holloway emailed me this transcript of her web chat with an NTUC Income employee regarding her IncomeShield policy. The heading of her email was: Read this and cry...
Customer Service: Welcome to NTUC Income Contact Centre.
Customer Service: Please hold while we connect you to one of our Customer Service Representatives...
Anne Wong Holloway: It's 4:46 pm on Wed, 30 Jan.
Anne: How long do I need to wait? (Finally I got someone - Troms - at 4:49pm; usually web support chat reps answer much quicker)
Troms: Good afternoon, Ms Holloway.
Troms: We are sorry for the delay.
Troms: How may I help you?
Anne: Yes, at last!
Troms: Thank you for your patience Ms Holloway.
Anne: My Incomeshield policy is 9xxxx118 - I am informed online by POSB and also by your own website that the number does not have enough digits for me to effect online payment of my premium. What do I need to do?
Troms: How can I complete your afternoon today?
Troms: Thank you for the information.
Anne: You can help me make a premium payment
Troms: Let me check that for you.
Troms: One moment please.
Troms: Can I call you Ms Holloway?
Troms: May I have your number?
Anne: You can call me what you like as long as I can get this done ASAP
Anne: What number?
Troms: I would like to assist you in making the payment online. I will contact you on your phone number.
Anne: 9xxxx118 is my policy number; I am in Hong Kong now and can be reached on my HK home number +852 2812 xxxx
Troms: Oh I see. I apologise I`m unable to contact overseas number. Anyway, I`ll just assist you as quick as I can.
Anne: I see my premium should not be due immediately although my NTUC agent keeps chasing me - my policy renews 28 February.
Troms: Before we proceed Ms Holloway, I need to do a quick verification. May I obtain your Date of Birth and NRIC number?
Troms: I`m sorry to hear that your agent keeps chasing you.
Anne: S0xxxxxxx is NRIC and DOB is xx xx xxxx
Troms: Don`t worry, I`ll do my best to assist you from here.
Troms: Great! Thank you for your cooperation, Ms Holloway.
Troms: You need a bill reference number to make an internet banking payment. Is that what you were trying to do? Online banking payment?
Anne: How is it that my policy number is a few digits shorter than what is needed to pay online via your website and POSB's website?
Troms: Policy Number is different from Bill Reference Number, Ms Holloway.
Anne: I don't have a bill ref number, I only have what I can see of my policy details on your website.
Troms: At the moment, we have not generated any bill reference number yet.
Troms: The bill reference number can be found on the payment notice that we send to policyholders around one to two weeks from their renewal date.
Troms: You are correct. Your current policy will expire by 28 Feb 2013.
Anne: I am in HK, how would I have my bill number if they did not post it on the NTUC website with my policy details? BUPA, IHI etc all give full details to facilitate payment. And about 2 months in advance as well. Now, why is my agent chasing me for payment when a bill has not been generated?
Troms: It will renew on 01 March 2013.
Anne: This all means I cannot make a payment today?
Troms: The bill reference number will be generated around first week of March.
Anne: Now that's rather late for payment due before renewal, no?
Troms: Correct, Ms Holloway, the payment is not necessary today.
Troms: The grace period for your policy is 60 days from 01 March 2013.
Anne: OK then, I won't waste any more of your time -- or mine! Thank you.
Troms: No worries. We are always here to help you.
Troms: Since you are overseas, you can also send an email to us if you have enquiries.
Troms: Our email address is healthcare@income.com.sg
Troms: Is there anything else I may help you with Ms Holloway?
Anne: No thanks a lot. Bye
Troms: It`s my pleasure to help you. Enjoy your stay in HK!
Troms: Goodbye.
Anne: Oh, by the way, do you offer a transcript of this webchat?
Troms: I will send it to your email address, is that okay?
Anne: Terrific, thanks again. Bye.
Troms: May I verify that your email address is wongholloway@yahoo.com?
Anne: Yes, indeed it is. I look forward to the transcript.
Customer Service: Welcome to NTUC Income Contact Centre.
Customer Service: Please hold while we connect you to one of our Customer Service Representatives...
Anne Wong Holloway: It's 4:46 pm on Wed, 30 Jan.
Anne: How long do I need to wait? (Finally I got someone - Troms - at 4:49pm; usually web support chat reps answer much quicker)
Troms: Good afternoon, Ms Holloway.
Troms: We are sorry for the delay.
Troms: How may I help you?
Anne: Yes, at last!
Troms: Thank you for your patience Ms Holloway.
Anne: My Incomeshield policy is 9xxxx118 - I am informed online by POSB and also by your own website that the number does not have enough digits for me to effect online payment of my premium. What do I need to do?
Troms: How can I complete your afternoon today?
Troms: Thank you for the information.
Anne: You can help me make a premium payment
Troms: Let me check that for you.
Troms: One moment please.
Troms: Can I call you Ms Holloway?
Troms: May I have your number?
Anne: You can call me what you like as long as I can get this done ASAP
Anne: What number?
Troms: I would like to assist you in making the payment online. I will contact you on your phone number.
Anne: 9xxxx118 is my policy number; I am in Hong Kong now and can be reached on my HK home number +852 2812 xxxx
Troms: Oh I see. I apologise I`m unable to contact overseas number. Anyway, I`ll just assist you as quick as I can.
Anne: I see my premium should not be due immediately although my NTUC agent keeps chasing me - my policy renews 28 February.
Troms: Before we proceed Ms Holloway, I need to do a quick verification. May I obtain your Date of Birth and NRIC number?
Troms: I`m sorry to hear that your agent keeps chasing you.
Anne: S0xxxxxxx is NRIC and DOB is xx xx xxxx
Troms: Don`t worry, I`ll do my best to assist you from here.
Troms: Great! Thank you for your cooperation, Ms Holloway.
Troms: You need a bill reference number to make an internet banking payment. Is that what you were trying to do? Online banking payment?
Anne: How is it that my policy number is a few digits shorter than what is needed to pay online via your website and POSB's website?
Troms: Policy Number is different from Bill Reference Number, Ms Holloway.
Anne: I don't have a bill ref number, I only have what I can see of my policy details on your website.
Troms: At the moment, we have not generated any bill reference number yet.
Troms: The bill reference number can be found on the payment notice that we send to policyholders around one to two weeks from their renewal date.
Troms: You are correct. Your current policy will expire by 28 Feb 2013.
Anne: I am in HK, how would I have my bill number if they did not post it on the NTUC website with my policy details? BUPA, IHI etc all give full details to facilitate payment. And about 2 months in advance as well. Now, why is my agent chasing me for payment when a bill has not been generated?
Troms: It will renew on 01 March 2013.
Anne: This all means I cannot make a payment today?
Troms: The bill reference number will be generated around first week of March.
Anne: Now that's rather late for payment due before renewal, no?
Troms: Correct, Ms Holloway, the payment is not necessary today.
Troms: The grace period for your policy is 60 days from 01 March 2013.
Anne: OK then, I won't waste any more of your time -- or mine! Thank you.
Troms: No worries. We are always here to help you.
Troms: Since you are overseas, you can also send an email to us if you have enquiries.
Troms: Our email address is healthcare@income.com.sg
Troms: Is there anything else I may help you with Ms Holloway?
Anne: No thanks a lot. Bye
Troms: It`s my pleasure to help you. Enjoy your stay in HK!
Troms: Goodbye.
Anne: Oh, by the way, do you offer a transcript of this webchat?
Troms: I will send it to your email address, is that okay?
Anne: Terrific, thanks again. Bye.
Troms: May I verify that your email address is wongholloway@yahoo.com?
Anne: Yes, indeed it is. I look forward to the transcript.
No comments:
Post a Comment