Friday, February 8, 2013

Anne's web chat with NTUC Income

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
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

Anne: Yes, indeed it is. I look forward to the transcript.

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