水自流

Bus 45路上的清真寺。坐在公车的第二层，不经意的侧头看到嵌在棉花糖般的清真寺

N久之前就尝试搜索一下关于新加坡车险的信息，因为工作上能够用到。将Tan先生的blog收藏后就没有再来光顾，近段时间才了解要有所发展还是将精力放到现在谋生的方向来。因此，将不定时翻译Tan先生的一些关于车险的文章，当然，这个还没有得到他的许可。暂时先试行翻译一些文章，然后再根据效果进行下一步方案。需要铭记于心的是，千里之行，始于足下；千里之堤，溃于蚁穴。说再多也没有用呀。

About Tan Kin Lian
Former CEO, NTUC Income
“I retired from NTUC Income on 28 February 2007, after completing 30 years as the chief executive. I write this blog to educate the public about insurance, finance and current affairs in Singapore. I invite you to visit my website, www.tankinlian.com. If you wish to post any view on this blog, you need to be a registered user, including OpenID. You can also write to me at kinlian@gmail.com”

关于Tan Kin Lian
NTUC Income前首席执行官
“经过将近30年的执行官生涯后，我自2007年2月28日从NTUC Income退休。我写这个blog的目的是让大众更加了解新加坡的保险、财经以及一些时事。请访问我的网站：www.tankinlian.com。你需要注册在这里发表你的意见，支持OpenID。也欢迎你发邮件到我的邮箱： kinlian@gmail.com。”

原文：车险中的客户服务 (Customer service on Motor Insurance)
作者：Tan Kin Lian
翻译：水自流
跨度：3天

车险中的客户服务
Tan先生，你好，

我的车被一辆沃尔沃撞到后面。首先将车开到IDAC，做了检查后，我将车送到一个在UBI的NTUC授权维修车行进行维修。我刚刚取回车辆，下面是关于这次事情的一些问题：

1）车行帮助我去索赔医疗费用是否是正常的步骤？我去的车行只是简单的叫我将我的医疗费用单交给他们，他们会“代表我”去索赔。
答：一个好的保险公司会帮助你去索赔。但他们愿意选择简单的方式，因此，你需要车行来帮你去索赔。

2）我是否该知道沃尔沃的车主会付给我去的那个车行多少维修费用？我经常听到的就是车行会从保险公司那索赔一大笔钱，而只支付其中的一小部分给我。
答：你只是有权让车行将车维修完好。至于保险公司给车行多少维修费用是另外一回事。

3）我是否也可以索赔受伤造成的误工费/损失费（我右眼被严重撞伤）？可以的话，程序是怎样的？我可以只是交给车行帮我索赔吗？
答：你可以通过发信件直接向保险公司索赔。但是他们赔偿的金额很少。因此，很多车主选择律师来帮忙索赔。可以试试律师。

4）我对索赔的整个过程的不透明性很不满意。以你的经验，是否有一个更好的方法去索赔？
答：为客户提供一个简单有效的方法去索赔由于车祸引起的损失是一个好的保险公司的责任。你该坚持能够从保险公司那里得到高质量的服务和帮助的权利。如果他们不能做到，你可以去投诉他们。请浏览我blog中关于“消费者向MAS投诉”栏目。

注：
1. IDAC是Independent Damage Assessment Centres的简称，可以从GIA的网页上看到IDAC是应运从2002年8月1日生效的新的车险规则而生的。
GIA是The General Insurance Association of Singapore的简称，也就是新加坡的保险业行会。
2. IDAC只是负责车祸的登记，车辆损坏情况的检验。因此就有授权维修中心的产生。
3. 这个案例为第三方索赔(Third Party Claim)，也就是对方负全责。由此产生的所有费用都有对方保险公司负责。一般来说，保险公司可以根据投保车主的保单类型、驾龄、是否车主驾驶以及索赔金额等来决定车主需要支付的‘罚款’，即excess。

原文：

Customer service on Motor Insurance

Hi Mr. Tan

I was involved in a car accident, where a Volvo slammed into the back of my vehicle. I brought my vehicle to IDAC. After inspection, I brought my vehicle to an NTUC authorized workshop in UBI. I have just got my vehicle back. I would like to know:

1) Is it the usual procedure for the workshop to claim my medical expenses? The workshop I went to simply asked me to hand over all my medical bills and they will assist to “claim on my behalf”.
Reply: A good insurance company will assist you to make this claim. But they prefer to have the easy way out. So, you have to depend on the workshop to do it for you.

2) Would I be able to know how much the insurer of the Volvo is liable to pay to the workshop I went to? I have heard stories from my friends that very often, the workshop will get to claim a much larger amount from the insurer and they would only pass a fraction of that money to me.
Reply: You are entitled to have your car repaired to its condition before the accident. How much the insurer pays to the workshop is a separate matter.

3) Am I also able to claim for lost allowance / hardship for the injuries caused to me? (I suffered a badly bruised right eye) What would be the procedure to do this? Can I just leave it to the workshop to claim this for me
Reply: You can make this claim by writing direct to the insurance company. But they tend to give a low amount to the claimant. So, many claimants prefer to engage a lawyer to make the claim. Try the lawyer.

4) I am upset over the transparency of the entire motor insurance claims procedure. In your expertise is there a better way to do this?
Reply: It is the duty of a good insurance company to make it easy for you to claim for your losses. You should insist on a high standard of service and assistance from the insurance company.
If they fail to do so, you should lodge a complaint. Read my blog about “Consumer complaint to MAS”.