- How do I make a complaint?
At EQ Insurance, we value your feedback. You are encouraged to discuss any concerns or dissatisfaction that you may have directly with the agents or staff members who are servicing you.
If the issue cannot be resolved, you may wish to lodge a formal complaint by writing to our Customer Service Department at marketing@eqinsurance.com.sg.
In order to resolve your complaint, please provide us with the following information:
- Your name, contact details, relationship with EQ Insurance, and policy/claims number
- Specific nature of your complaint
- Copies of any documentation supporting the complaint (if any)
We will acknowledge receipt of your complaint within 3 days by a phone call or email whilst we look into the matter you raised. We will contact you for further information if required within 7 working days.
We will endeavour to resolve all complaints as soon as possible and provide you with a full reply within 14 working days.
If the outcome of your complaint is not handled to your satisfaction, you can write to:
Principal Officer
EQ Insurance Company Limited
22 Gemmill Lane
Singapore 069257
Email: tzewen@eqinsurance.com.sg
The Principal Officer will respond to your appeal within 14 working days.
If you are still dissatisfied with the Principal Officer’s response, we will refer you to an independent dispute resolution organization, the Financial Industry Disputes Resolution Centre Ltd (FIDReC) who acts independently of the insurer.
FIDReC’s contact details are:
Financial Industry Disputes Resolution Centre Ltd
112 Robinson Road
#08-01
Singapore 068902
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg
Telephone: 6327 8878
Fax: 6327 1089
Our complaints and disputes follow the requirement of the General Insurance Association of Singapore (GIA)’s Industry Code of Practice. If you wish to find out more on the Code of Practice, you may visit www.gia.org.sg.