Making a claim can be a stressful experience. At the very least it means there's been an interruption to your normal routine.
We believe in smoothing out as many rough roads for you as we can, and being here to help you through difficult times. You might not have made a claim with us yet, and don't know quite what to expect from us. Our promises give you some idea of the care you can expect should you ever need to claim.
We believe that insurance is not a product, it's a service. And even more than the customer service you get when you first contact us, the service you get when making a claim is what really matters for you. That's why we're always looking for extra ways to improve your experience during a claim.
How can you know we really mean it when we say customer satisfaction is our main priority? There are a few ways. To start, simply call and talk to us. You'll know from the first time you speak with someone from our team that we place a high value on our customer's experience.
Internally we, and many other companies, use what's called a Net Promoter Score (or NPS). The NPS tests how loyal customers are to us. An NPS that is positive (i.e., higher than zero) is said to be good, and and NPS of +50 is considered to be excellent. Our score is 60%.
That score is something we're always working to improve. If you don't know NPS, you might wonder where we stand. Our NPS is around double the industry standard. That means our customers are twice as loyal, twice as happy with us as the other guys.
You will need to submit the following original documents and keep copies to substantiate your claim either by fax at Fax: 64231197, email at firstname.lastname@example.org or post to DirectAsia, 20 Anson Road, #08-01, Singapore 079912, Singapore S(058716).
DirectAsia offers customers with NCD20, NCD25, and NCD30 the opportunity to protect their NCD status through the purchase of NCD Protector Plus for a nominal fee. This way, if you have a claim - even if you are at fault, the NCD Protector Plus will allow your NCD to advance to the next level (up to a maximum of NCD30) the following year. Most insurers will only allow you to maintain your NCD status when you have an at-fault claim.
It's worth remembering that DirectAsia will honour your protected NCD status with your current insurer if you've had an 'at-fault' claim - other insurers don't!