MSIG’s policy of actively encouraging our claims experts to give comfort and reassurance to our customers, especially those who have a particular problem, is paying dividends. The results speak for themselves. Increasingly, we’ve been getting compliments from appreciative customers, sometimes even when their claims have been rejected for reasons they didn’t at first understand.

A recent example is Ms. Sung, one of our travel insurance customers who was full of praise for our claims team. Despite the fact that her claim was only partially settled, she was very impressed by our timely advice and wholehearted support throughout the claims settlement process.

When Ms. Sung was in the UK for 2 weeks over Easter, she unfortunately mislaid her handbag while sightseeing, resulting in the loss of her mobile phone and £400 in cash. Ms. Sung reported the incident to the local police and submitted a claim with us immediately upon her return to Hong Kong.

Raymond, our claims adviser assigned to Ms. Sung's case, quickly determined that with Ms. Sung’s travel policy, her mobile phone was listed under General Exclusions and, as such, only the missing cash was covered.

His past experience has taught Raymond that every claimant likes to know the details of how their case will be settled. He therefore ensured that Ms. Sung was kept closely informed of her claim status from the outset starting with the case receipt acknowledgement, followed by the proposed claim offer and finally, the acknowledgement of acceptance. Raymond did this using mobile SMS and phone calls.

As a result, Ms. Sung accepted the claim offer without query and her claim was settled and paid within one week. Even though Ms. Sung was unable to get full payment for her claimed losses, she was impressed by the organised, timely and responsible way in which her claim was handled as well as by Raymond’s sincere and caring attitude.

Shortly after settlement, we received a very complimentary letter from Ms. Sung, who also promised to recommend MSIG’s products and services to her friends.

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