If you wish to lodge a complaint
Claims

We are committed to providing our customers with world class service. However, should you have any reason to believe that we have fallen short in our service, we would be happy to hear from you. This is what you need to do:

Stage One

• Write to our Compliance Officer-in-charge, Ms Ng Gek Hong or for claims related matter, our Claims Manager, Adeline Lee. Please provide details (your name, contact numbers, email address), policy number, specific nature of your complaint and supporting documents.
• We will acknowledge your complaint within 2 working days and endeavour to resolve your complaint promptly and amicably.

Stage Two

• If the outcome of your complaint is not handled to your satisfaction, you can write to Shasi Gangadharan, our General Manager.
• He will review your complaint and respond within 5 working days.

Stage Three

• If you are still dissatisfied with our General Manager’s response, you can register your claim in person, by fax, post or email FIDRec. This service is free of charge.
• If the dispute is within FIDRec Case Manager’s jurisdiction, he or she will take it up with Federal Insurance Company and facilitate a resolution of the dispute.
• If a resolution cannot be reached, you may refer the dispute to a single FIDRec mediator or a panel of mediators, depending on the amount claimed, at a nominal administrative fee of $50.
• The ruling of the mediator is final and binding on the insurance company but the consumer is free to reject the ruling and pursue legal proceedings, mediation or arbitration.

FIDReC or Financial Industry Disputes Resolution Centre Ltd is an independent body and deals only with claims from individuals or sole proprietors. The contact details are:

Financial Industry Disputes Resolution Centre Ltd
112 Robinson Road #08-01
Singapore 068902
Email: info@fidrec.com.sg
Phone: 6327 8878
Fax: 63271089

Information on FIDReC may be obtained from their website: http://www.fidrec.com.sg