ETEtiqa Insurance Singapore★★★★★
I am sharing my personal experience to help others make an informed decision before purchasing a travel insurance policy from this company.
I am sharing my personal experience to help others make an informed decision before purchasing a travel insurance policy from this company.
Following a sudden medical emergency that forced me to cancel my travel plans, I found the claims process to be frustrating due to what I perceived as a lack of empathy, transparency, and clear communication.
1. An Unexplained Two-Month Delay
I submitted my travel cancellation claim on 11 March 2026. I received the claim decision exactly two months later, on 11 May 2026. During this period, I made several enquiries through the hotline and WhatsApp chat to check on the status of my claim, but I received only standard responses without any meaningful update on its progress.
2. First Claim Denial
When I finally received the decision from the claims handler, Sally, my claim was denied on the basis of a pre-existing medical condition. Based on my understanding of my medical circumstances and the documents I had submitted, I did not believe this reason was applicable to my case.
3. Second Claim Denial Following My Appeal
I submitted an appeal together with additional medical evidence. The company reopened my case but issued another denial the following day. This time, the reason for rejection differed from the first. Based on my understanding, the company interpreted the policy to mean that the medical emergency had to occur on the actual date of travel. In my opinion, this was an overly narrow interpretation of the travel cancellation benefit.
4. Request for an Explanation and Case Closure
I subsequently requested a detailed written explanation within seven business days and informed the company that, if my concerns were not addressed, I intended to refer the matter to FIDReC. Instead of responding to the issues I had raised, my customer portal was updated to show that my case had been marked as “Closed.”
5. Escalation to FIDReC
As I remained dissatisfied with the outcome, I referred the dispute to FIDReC. Following FIDReC’s involvement, the claims department requested additional documents and information, including some documents that I had previously submitted. I promptly provided everything requested.
6. Final Outcome
Following more than two weeks of FIDReC mediation, the company approved my travel cancellation claim and paid it in full.
Advice
Keep copies of all relevant documents, medical reports, receipts, and correspondence with your insurer. If you genuinely believe your claim has been wrongly denied, you may wish to consider referring the matter to FIDReC for independent dispute resolution.
This review reflects my personal experience and is shared to assist others in making an informed decision.
2026-07-23
UNUnited Overseas Bank★★★★★
I m utterly disappointed with your…
I m utterly disappointed with your service. This happened on the 20 of Sep 2022. I erroneously transferred a huge amount from my savings account to my credit card due to a wrong instruction provided by my agent.
Therefore I tried to do a transfer back via my mobile app. Before I do that I want to confirm with UOB that there will be not charges if I do an internal transfer of this nature. An officer by the name of Christine confirmed that there will be no charges on this transfer. (But she didn’t offer her help to do the transfer for me even after I have related my reasons for this transfer).
I tried to do the transfer on my own but it was not successful. An error message was display on the mobile app for me to contact the call Center.
I did. My 2nd call was made to Aden. This gentleman is very helpful. Upon calling the nature of my call he immediately offered to do the transfer for me. After awhile he told me he has no access to my account as I belong to the wealth banking and offered to transfer my call to the relevant parties to assist me. I waited for more than 5 mins but to no avail.
I then made my 3rd call to the call Center. An unprofessional staff by the name of Abagil picked up my call. I told her that I will not repeat the nature of my call and requested to read the earlier conversation I had with the earlier officers. I also questioned her as to why my previous call was not attended to after more than 5 mins of wait.
She rudely told me that they are all busy and went back to the nature of my call. She said it can’t be done by the bank. I have to make a visit to the bank personally to perform this mentioned transfer. I challenged her as the officer told me that the bank is able to handle this transaction on behalf of the customer. She then put me on hold and revert with a BIG NO for an answer. I then requested to speak to the Manager but she said NO Manager is free to handle my call. I then requested her to get her Manager to contact me. She reluctantly took my request. Out of a sudden, she realised her mistake and told me it can be done. It will takes 3 to 5 working days. I told her it is urgent and requested her to expedite this on my behalf. The whole conversation with her was truly unpleasant and personally she is not cut out to be a customer service staff.
After the above, I called again as I feel that she needs to be escalated for that kind of service provided. I called and Tommy picked up the call this time. This is a total 180 degree change of service after experiencing an unpleasant service provided by the earlier staff. He told me he will monitor my transaction personally and will call me once the transfer is completed. I
Then shared with him about my unpleasant conversation with Abagil and then requested for his manager to call me. Again I mentioned my urgency in this request and he assured me that he will see to it.
Shortly I received a call from the Manager (I can’t remember the name of this staff and unable to verify that she is a manager). She is trying so hard to do a service recovery by giving me a mouthful of how she will train the staff etc…. Without allowing me to speak. I then interrupted her and told her the staff concerns truly needed training. She acknowledged what I said. Then she said that my kind of transaction must be performed by the bank otherwise I will be charged with a cash advance fee. (This contradicts with the first confirmation provided by Christine). She assured me that my transfer will be done by Thursday which is Sep 22. So I left this in her good hands.
On 22 Sep, I realised my transaction is still not done. I contacted the bank again. Again I was given a mouthful of motherhood statement as reasons. I told her that I was assured that my transferred will be effected by today. Again she gave me a rubbish answer as the day has not ended. I do not want to waste my time speaking to these unprofessional officers any longer and requested for her to look into it immediately and she said the end of the day it at 6pm.
On 23 morning, to my disappointment it has not been done. Again a mouthful of motherhood reasons was given. She told me that due to the huge amount in my request they need to seek the highest manager’s approval and the transaction takes 4-6 workings days.(lol..???) she mentioned that she will get Tommy to see to my request and return a call once this is done.
I can no longer tolerate all the above nonsense. For heaven sake I m dealing with a professional bank UOB and the above services are just not acceptable.
Firstly your staff are not trained. Inconsistent replies are given by different officers.
Staff concerned are not trained to the provide a solution to the need of the customers but trained to provide a mouthful of beautifully scripted replies and reasons when the customer’s needs are not fulfilled.
Whatever information are not reliable and trustworthy. No longer I can trust UOB.
2022-09-23
