Your Feedback
At Liberty we value your feedback. Whether it’s a compliment or a complaint, we are continuously seeking to learn from your experience and enhance our service. Similarly, if you have any suggestions or general feedback about our products, policies and procedures and what we could do better, we would like to hear from you.
What to do if you have a complaint
We understand that occasionally you may not be satisfied with our products or services and you may have a complaint. We take complaints seriously and have a process to help you if you wish to make a complaint or have a dispute managed.
Step 1. Please talk to us
Please contact your insurance advisor or the relevant staff member in the department concerned who may be able to resolve the matter for you. If they are unable to satisfy your concerns, they will refer the complaint to their supervisor or manager.
Step 2. Have your complaint reviewed
If you are unable to resolve your complaint, or if you are dissatisfied with the response you may ask for the matter to be escalated via the service center at servicecenter@libertyinsurance.com.sg.
The relevant teams will review your dispute and provide you with a decision usually within 14 business days, provided all necessary information has been received and investigation is complete. If more time is required to investigate and respond we will contact you to advise you of an alternative timeframe and keep you informed of the progress.
Step 3. Financial Industry Disputes Resolution Centre Ltd (FIDReC)
If you remain dissatisfied with the resolution of your complaint, you may approach the Financial Industry Disputes Resolution Centre Ltd (FIDReC), an independent and impartial institution that resolves consumer financial disputes through mediation and adjudication. Currently, FIDReC’s services are available to consumers, who are individuals or sole-proprietors, for claims against financial institutions.
FIDReC's contact details are:
Address: 36 Robinson Road, City House, #15-01, Singapore 068877
Phone: +65 6327 8878
Fax: + 65 6327 8488
Email: info@fidrec.com.sg
Website: www.fidrec.com.sg