The Passing Game (Dtd 15Aug05)

Mr Goh had emailed me about my enquiries:

From: "Goh Peng Hong" gohph@income.com.sg
To: XXX@yahoo.com
CC: "Stella Soh" , "Jenny Pe" , "DAVID TAN" , "Eddie Loke"
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005
Date: Sun, 14 Aug 2005 03:10:00 +0800

Dear Tan XX XXXX,

We understand you. We do not assume.

I have copied this email to our Service Quality Manager, Stella Soh who will provide an independent view on the case on your below four queries..

Regards

Goh Peng Hong
Claim Service Centre


My Reply:

From: Tan XX XXXX
To: Goh Peng Hong
Cc: Stella Soh ; Jenny Pe ; DAVID TAN ; Eddie Loke
Sent: 14-Aug-2005 6:27 PM
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005

Dear Mr Goh,

May I know why are all my questions ignore?

Is it because the questions are too hard to be understood?

Can you answer the questions which I have asked?

Quoted from my previous email:

"
- Does NTUC has an assessment report for each accident on how the verdict is concluded? This assessment report is a written document that clearly states who and how the accident is assessed as for future references.

ANS:______________
"

Regards,
Tan XXX XXX


NTUC's reply again:

From: "Goh Peng Hong" gohph@income.com.sg
To: XXX@yahoo.com
CC: "Eddie Loke" , "DAVID TAN" , "Jenny Pe" , "Stella Soh"
Subject: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005
Date: Mon, 15 Aug 2005 00:27:48 +0800

Dear Tan XX XXX,

My earlier email dated 12-Aug-2005 @ 11:46pm, we have stated the decision.

As your goodself find it unsatisfactory in that email, in my subsequent email dated 14-Aug-2005 @ 3:10am, I have referred to our Service Quality manager to handle your query.

Plse let her confirm and revert to your goodself.

Regards

Goh Peng Hong
Claim Service Centre

If the claim department does not have the assessment reports, what makes Mr Goh thinks that the Service Quality Manager has them??? Let's see what this Service Quality Manager can do....

The Answer to the Enquiries (Dtd 13Aug05)

Finally, NTUC sent me an answer for my enquiries:

From: "Goh Peng Hong" gohph@income.com.sg
To: XXX@yahoo.com
CC: "Eddie Loke" , "DAVID TAN" , "Jenny Pe"
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005
Date: Fri, 12 Aug 2005 23:46:18 +0800

Dear Tan XXX XXX,

Due to the nature of the case and your request, we have spent longer than usual and have discussed with the relevant managers. Below are our final decision...

1) On the liability,

Based on the material facts, damages to the vehicles and BOLA guideline, we have assessed your goodself largely at fault. As long as the liability of an accident is more than 20% and we settle the claim, NCD will be affected.

2) On the premium,

Yr 2003
- renewal prem was $995 after 20% NCD
- Gross Prem $1243 based on 126pts

Yr 2004
- renewal prem was $966 after 20% NCD
- Gross Prem $1207 based on 124pts

Yr 2005
- NCD affected bcos of accident on 6/5/05 accident
- original renewal prem is $1721 based on 137pts, inclusive of 10pts loading for pick-up models
- revised to $1549 after 10% special discount in view of 10pts loading (abt 30% increase)

Conclusion:

As the facts of the case is not in your favour, we have settled the third party claim to prevent them from sending the case to a lawyer which will add more cost to the claim.


Regards

Goh Peng Hong
Claim Service Centre

*It took them quite a while to give me the above answer and involved a number of managers leh......

My reply to them:
Date: Sat, 13 Aug 2005 01:55:32 -0700 (PDT)
From: XXX@yahoo.com
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005
To: "Goh Peng Hong"
CC: "Eddie Loke" , "DAVID TAN" , "Jenny Pe"

Dearest Mr Goh,

Please answer to my following question with a YES/NO answer in the blank space:
- Does NTUC has an assessment report for each accident on how the verdict is concluded? This assessment report is a written document that clearly states who and how the accident is assessed as for future references.

ANS:______________

By the way, I have requested for the reply of the following:
1) Two accident assessment reports; one by the special committee, another by the assessment officer. The assessment reports should include how the accident is assessed based on ALL the evidences found and how the verdict is derived. These two reports will be used for my future references if another similar accident happens to me.

2) The detailed calculation on how the insurance premium is computed

3) The explanation on why NTUC staff are reluctant to give their Employee ID to the customer

4) The explanation on why NTUC staff are reluctant to disclose their designation and how they are related to the case to the customer in the email

However, only one of the requests is answered (The NCD calculation, but that is not detailed enough: How does the points derived?, How does each point costs derived?). If you have difficulties in comprehending the customer's requests, please ask, and do not assume.


Regards,
Tan XXX XXXX

**Again... No assessment report yet. Does it exist in the first place??

The Enquiries (Dtd 12Aug05)

Still no reply.. I decided to email Mr Goh:

Date: Thu, 11 Aug 2005 05:51:15 -0700 (PDT)
From: XXX@yahoo.com
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XXX1381X on the 06.05.2005
To: "Goh Peng Hong"

Dear Mr Goh,
I am still waiting for your reply on the following items:
1) Two accident assessment reports; one by the special committee, another by the assessment officer. The assessment reports should include how the accident is assessed based on ALL the evidences found and how the verdict is derived.
2) The detailed calculation on how the insurance premium is computed
3) The explanation on why NTUC staff are reluctant to give their Employee ID to the customer
4) The explanation on why NTUC staff are reluctant to disclose their designation and how they are related to the case to the customer in the email
By the way, the two days grace that you have mentioned again and again seems like years to me. This has been dragging for so long and I really doubt the working capability of NTUC staff.

Regards,
Tan XX XXXX

The reply from Mr Goh:

From: "Goh Peng Hong" gohph@income.com.sg
To: XXX@yahoo.com
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX9999X & XX1381X on the 06.05.2005
Date: Fri, 12 Aug 2005 06:43:41 +0800

Dear Tan XXXX XXXX,

The decision on the liability and premium have been provided to your goodself by the relevant case officers earlier.

We are discussing with the relevant managers for a consolidated response.

I will revert later in the day on our final response..

Regards

Goh Peng Hong
Claim Service Centre


*Trying to buy more time again, they have been using this trick again and again.......

The Third Request for More Time (Dtd 04Aug05)

One more week had passed.... Another email from Mr Goh.

From: "Goh Peng Hong" gohph@income.com.sg
To: XXX@yahoo.com
Subject: Re: Response on liability & premium calculation: TP claim: 6048683 --- Accident between XX999X & XXX1381X on the 06.05.2005
Date: Thu, 4 Aug 2005 01:46:39 +0800

Dear Tan XXX XXXX,

I'm sorry for the late response..

Will be furnishing the update before the end of this week...

Regards

Goh Peng Hong
Claim Service Centre

* Sigh..... If there isn't any assessment report, should tell me straight *Trying to buy more time??* Let's give him another chance..... Btw 04 Aug 05 is a Thursday, from his email, I will be getting the report by 7 Aug 05 (Sunday).