I REFER to the letters ("Set up insurance hotline for emergencies" by Mr Sim Eng Cheong, Forum Online, Jan 17; and "Caught between insurer and hospital" by Mr Foo Der Chyang, Forum Online, Jan 5).
Following Mr Foo's letter earlier this month, Aviva got in touch with him to clarify the matter and also apologise for the lapse in customer service.
We agree that we should have communicated better to assure him when he needed multiple letters of guarantee for various bill amounts.
In line with our efforts to make things as simple and easy as possible for customers, for the past year, we have placed claims specialists at our call centre in order to immediately resolve claims queries whenever possible.
Aviva remains committed to delivering the highest levels of service and support for our customers in their time of need. We take Mr Foo's feedback seriously and will continue to work closely with hospitals to improve the customer experience.
Lee How Teck (Ms)
Chief Operating Officer
Aviva Singapore
Following Mr Foo's letter earlier this month, Aviva got in touch with him to clarify the matter and also apologise for the lapse in customer service.
We agree that we should have communicated better to assure him when he needed multiple letters of guarantee for various bill amounts.
In line with our efforts to make things as simple and easy as possible for customers, for the past year, we have placed claims specialists at our call centre in order to immediately resolve claims queries whenever possible.
Aviva remains committed to delivering the highest levels of service and support for our customers in their time of need. We take Mr Foo's feedback seriously and will continue to work closely with hospitals to improve the customer experience.
Lee How Teck (Ms)
Chief Operating Officer
Aviva Singapore
