I would like to share an extremely unpleasant experience I had with AIA Customer Service today.
Today 20th July, I visited the AIA service centre at Tampines at around 1.45pm. I had bought a policy about 2 years ago and as my agent already resigned, I’m unable to check some of the policy features and decided that the best way is to ask the customer service officer.
Having reached the service centre and got my queue number, I sat down and waited for my turn. As the queue number on the screen keeps jumping, I found it very strange that my queue number starting with 8xxx doesn’t seems to be moving.
After a while, I came to realise that of 8 the 12 counters are open, with 4 of them closed. Probably due to absentees. I kept waiting and waiting. However the number doesn’t seems to be moving. It was only after a while that I found out that there are only 2 counters that are serving the public or policyholders.
Whereas 6 of the other counters are dedicated to serving AIA agents. I probed one of the officers and her response was that the 6 officers are not trained in handling the public. There were a few other policyholders who were as frustrated as me. Some of them are uncles & aunties who had waited longer than an hour.
Whereas many of the AIA agents who got their queue numbers were either served instantaneously or less than 10 minutes.
After almost 1.5hours, I was finally served. I decided that enough is enough and went ahead to cancel all my policies with AIA.
My question to the AIA management is, is this the way to treat your policyholders by letting them wait for the longest time? Are your policyholders less important than the insurance agents who spend more lesser time waiting at the queue.
I have decided to end my relationship with AIA and will never buy any insurance plans from them ever..