BankBazaar Singapore – January 18, 2018
SINGAPORE: NTUC Income has launched online sales of IncomeShield, the company’s Integrated Shield Plan (ISP). ISPs so far have been offered only through insurance advisers, though you could get a quote for it online.
With the launch of NTUC Income’s online sales of ISPs, customers will be able to research about the product, make a decision and buy it easily. This ensures better accessibility, speed and ease. This will define a new standard wherein IP can be bought, claimed and handled anytime, anywhere.
More importantly, new users who do not have any pre-existing health issues can get their insurance approved within minutes. Claiming your hospitalisation bills has also become hassle-free as you will get reimbursed within seconds once you submit a soft-copy of the bill on the online portal. The entire process has become paperless.
Another interesting feature of this product is the Google-like search function known as Coverage Checker. With this feature, policyholders will be able to evaluate an appropriate hospital ward type and get a rough estimate of how much their bill would come to from 80-odd medical treatments. If users want more clarity, they can pose their questions to a chatbot directly on the online portal. This feature will be introduced by March this year.
NTUC Income is also offering users simplified versions of the common terms related to health insurance, in addition to scenario-based examples. This will help them get a better understanding of the benefit of a private health insurance plan. Users will also be able to make informed decisions about purchasing an ISP. The portal will remain open to Singapore permanent residents and Singaporeans below the age of 61.
The portal also protects them from the risk of overriding any ongoing ISP by taking them through a compulsory check at the beginning of the customer journey. The request is declined for those who already enjoy an ISP protection. Customers also get an extended free-look period of 90 days to give them more peace of mind.
According Peter Tay, the Chief Operating Officer at NTUC Income, the step towards digitising its solutions has been taken looking at how the customers today access, engage and use information digitally. They are habituated to swift gratification through online transactions which are often reinforced by a smooth user experience. As a result, NTUC Income is putting in more effort to live up to their expectations and are designing its customer journey on the portal based on reactions from customers.