We refer to Mr Johnathan123's posting on 11 May 2019.

We understand your disappointment, and apologize for any inconvenience that this may have caused you.

Based on the information we received about your loss, and after taking into consideration your policy coverage -we trust we have
your understanding the reason we had to decline your claim.

Miss Leong, Assistant Manager, EQ Insurance

I bought a travel insurance through my agent at Prudential almost a year back as I was going for a backpacking trip around Europe. At my stay in Switzerland, we rented a car and returned it after using it for about 4 days. We dropped the car rental key into the dropbox back at Geneva airport as it was after office hours, the office was closed and nobody could check for damages on our car, and we had an early morning flight to catch to Italy.

So in Italy, when I checked my account, I realized that the car rental company had deducted 1.65K swiss franc from my account. I called them to ask what happened and they mentioned that it was due to a crackline at the left rear car tyre metal plate. To cut the long story short, after trying to reason with the company and verifying that there was indeed that crack, we filed to claim the insurance from EQ insurance.

So we produced each and every document, from the pictures, to the rental agreement, except for a police report. I mentioned and reasoned nicely to the claims lady as to why we were unable to produce a police report because of the fact that we have already departed the country when we realized the deduction to the card was made, and there was no way we could have gotten a police report. She still insisted that by policy wise, we needed that police report. So after rounds of trying to get her to understand from the customer's point of view, she said she can file for an ex-gratia appeal (Consideration by management instead of following the policies).

So if the company was really willing to serve customer's interest, they would understand that this police report is not retrievable due to our circumstances, and in fact, the police report does not serve any use other than proving to them that the accident was real. But they do not need this police report in this case, when the evidence of the damage, the charges from the car rental company, and the deduction from my card, all these evidences were sufficient enough to prove. However, they chose to reject the ex-gratia appeal despite understanding our circumstance and not needing the document as evidence.

I am utterly disappointed with my Prudential agent as he did not put in any effort in helping me to settle the claim as I had to download the form, fill in the form, send the form, liaise with EQ insurance and correspond with them, fight for this case all by myself, and what's more, this is my very first insurance claim ever. This matter really showed me how EQ insurance is a self-serving company who claims they place client's interest first.

EQ Insurance has been responsive. While other companies take a few working days to respond, they do respond within one working day :)

Very happy with the service quality and standards.

We refer to Ms Aggylow’s posting on 15 May 2013.

As an insurance company, it is our duty and responsibility to protect our customers’ rights and to ensure that any sensitive information of our customers as well as their personal data are not being divulged.

As such, our claim officers are not authorized to correspond or take instructions from any other person other than our insured. We cannot compromise on our insured’s position by taking instruction from any other person. This is a serious matter as the insured’s driving record and NCD will be affected.

As Ms Aggylow stated that the accident vehicle belongs to her fiancé’s father and the driver involved in the incident is her fiancé, she is unfortunately neither our insured nor the authorized driver of the insured vehicle.

This explains why our Claim Officer has to correspond to our insured, rather than Ms Agglow. We deeply regret that the misunderstanding might have created some anxiety for Ms Aggylow, but we seek her kind understanding on this matter.

If the case is still undergoing investigations, it would also be improper to divulge the claims details to any other parties beside our insured. The driver involved in the accident will only be contacted should we require any information relating to the accident as he may be needed for court proceedings.

At EQ Insurance, we are committed to providing a high standard of service to our customers and we make an effort to settle every claim fairly and promptly.

Ms Aggylow may write to us directly at marketing@eqinsurance.com.sg with the policy details for any additional assistance or understanding on this matter, and we will respond immediately.

Peter Ng, Marketing Manager EQ Insurance

Did not wish to give any stars because they do not even deserve a single one.
Same response as Reanne, cheap, but do not update on claims status. Claims officer Richard Ng is rude and keeps emphasizing to speak to my father-in-law (our car was bought under his name) even though he was not present at the time/situation of accident to know enough what was going on. Was not patient in advising and showed seriously bad attitude while speaking to me. Told me he did not want to speak to me but my father-in-law instead when fiancé was busy with work but I was also present at the moment of accident. He called my father-in-law and told him I "over-reacted" when I insisted a change in claims officer to handle my case. Also keeps telling us/scaring us saying that we might lose our case if we claim. If so then what are you guys there for? Lousy insurance company. Ended up closing case with private settlement by myself. Emailed Richard Ng with my name, cc my fiancé, told him to advice on survey fees on the case we closed. The best part? He IGNORED my email and replied to my fiancé instead and CC me when I was the one directly emailing him. RUDE and insensitive. WILL NEVER EVER buy insurance from them again. DO NOT BUY ANY INSURANCE FROM THEM.

P/s :
Management of EQ insurance, I believe no one has the time and effort to just malign you guys of your bad attitude and services. You might not be able to find out anything from my details or name but I'm able to provide details of my father-in-law for you all to check if you are in doubt of this case. A note to all, I am able to also provide screenshots of the emails we have with RICHARD NG to prove that I'm not maligning EQ insurance. Pm me if you need more details.

<i>Reeanne, posted on 22-Mar-2010. - Cheap but service is very bad. No update of status on claims and no reply in spite of 5 emails for 2 months. Swear that I will never sign up with them again.</i> <hr> With reference to the post by Reeanne on 22 Mar 2010, we sincerely apologise for the delay in replying as we were made aware of this forum posting only recently. We are truly sorry for any inconvenience experienced by Reanne. We were not able to locate a claim registered by an insured with the name Reanne in any of our claims records and are therefore at this point of time unable to ascertain the details other case without some policy details, or the details of the staff member or email that she wrote to with regards to her claim. EQ Insurance’s core values are Ease, Quality and Integrity. As such, we endeavour to provide ease in the insurance application process; provide quality products & advice; and maintain integrity at all times especially in settling claims fairly & promptly. We take these values extremely seriously and a service failure such as described by Reanne should not be allowed to happen. As Reanne's policy details (full name, policy number etc.) were not included in the above post we have been unable to ascertain if her claim has been settled at the date of this post. We would very much like to check with Reeanne if the issue has been resolved. Reanne, if you are still monitoring this post and if your claim is still pending or you would like to provide us with any direct feedback, kindly write to us directly with the necessary details at marketing@eqinsurance.com.sg and we will respond to you immediately. Peter Ng Marketing Manager EQ Insurance

Cheap but service is very bad. No update of status on claims and no reply in spite of 5 emails for 2 months. Swear that I will never sign up with them again.