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Our Promise of Service

At MSIG, YOU are at the heart of all we do. This is why we go above and beyond to deliver excellent service to you from our heart.

You can be assured of, that we will do our best to help you – on your enquiry, your policy, your feedback or a claim – in an easy, efficient and fair way.

Service you can count on

  • We believe in genuine service whether it’s a call or over the counter. We are insurance professionals who sincerely care about what matters to you.
  • We ensure all our customers’ queries and concerns are answered quickly and professionally.
  • We treat our customers in a way that will earn their trust.

Fast and fair claims

  • We are here for you and ready to help. Our emergency hotlines are open 24/7 so you can reach out to us when you need assistance.
  • We keep our claims process simple so that you don't have to spend any extra time and effort to make a claim.
  • We make good on our promise to help recover loss and set things right by working hand-in-hand with our customers for a fair claim resolution.

Let us know what we have done well and how we can serve you better

If we have wowed you with our service, tell us about it here.

If our service did not meet your needs, tell us about it too.

Feedback Process

We have a sound feedback management process in place. You can be assured that all your feedback is treated with the greatest confidentiality and we are committed to handling your feedback fairly and promptly.

  • We will acknowledge your feedback within 1 working day.
  • We will provide our first reply to you within 3 working days and where possible, our final reply within 7 working days from the date we receive your feedback.
  • If we need a longer time to look into your feedback, we will let you know and provide you with an interim update every 5 working days.

Our Feedback Management Process includes:

  • A dedicated Service Quality Team which is committed to investigating every feedback.
  • Senior management review of all customer feedback to ensure every feedback is handled properly.
  • Improvement actions which we will put in place to continually enhance our service.

If the outcome is not to your satisfaction, you may wish to approach the Financial Industry Disputes Resolution Centre (FIDReC), an independent body set up to help with dispute resolution between consumers and financial institutions.

Get in touch with us at:

  • Tel : +65 6827 7602 (8.45 am - 5.30 pm on Monday to Friday except public holidays)
  • Fax : +65 6827 2708

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