Last Updated on 2022-06-17 , 8:28 pm
AIA Singapore has issued an official apology over an incident where an AIA insurance agent had taken back a balloon that was originally given to a young girl at Century Square Mall in Tampines.
In the statement, AIA Singapore wrote, “We are sorry for the unpleasant experience. We have counselled the representatives involved in this incident.”
What Happened Exactly?
Last Monday (13 Jun), Nazreen Ogisi took to Facebook to rant about an unpleasant encounter she had with an AIA insurance agent at a roadshow that was set up in Century Square, Tampines.
She was with her 2-year-old daughter that day when an AIA insurance agent approached her with a penguin-shaped balloon, handing it to her daughter before the agent started to ask her a few questions.
After the brief Q&A session ended, it became apparent to the insurance agent that Ms Nazreen did not fit the customer profile or demographic she was targeting, hence she took away the balloon from the young girl.
“Imagine my horror??!” Ms Nazreen wrote in her post, vividly expressing her disgust with the situation.
The Elephant in the Roadshow
Perhaps if it had only happened once to Ms Nazreen, it wouldn’t have left such a deep impression.
Unfortunately, shortly after Ms Nazreen walked off, another agent approached her, this time with an elephant-shape balloon in hand.
At this point, it became obvious that the balloons were a customer-luring technique employed by the insurance agents, first striking at the hearts of the children of their potential clients before moving on to the main point.
Nonplussed, Ms Nazreen told the other agent not to tempt her child with a balloon only to take it away again later, further elaborating that she knew that she didn’t match their client criteria.
The other agent had more tact (kind of), as she went back to her manager to ask if she could let Ms Nazreen’s daughter have the balloon for free.
The insurance agent returned later to say—not apologise—that she couldn’t give out the balloon.
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Ms Nazreen saw the tactic for what it was: a marketing gimmick, and she didn’t hesitate to call out the AIA insurance agents for how discourteous their behaviour was on her Facebook post.
Yes, Ms Nazreen knows that she can’t afford to get such balloons for her child. But to entice her daughter to get her attention, only to take away “the bait” later because she couldn’t fit their profile is seriously disrespectful.
By that point, it’s nearly short of calling out your unlikely clients for not earning enough to meet your standards.
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“If your customer service is so poor especially with regards to my child, do you think I will trust you to take care of my money and insure my life and family?? Think again!” Ms Nazreen exclaims, rightly so.
Ms Nazreen also called the incident “absolutely disgusting”, in full uppercase to punctuate her disappointment.
She even vows that she will “NEVER recommend or take up a policy” with AIA Singapore.
Her Facebook post quickly garnered a lot of reactions, with more than 1,700 Facebook users emoting in response, and sharing it over 2,500 times.
Numerous media outlets picked up on the story, so you can imagine the traction it received.
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AIA Singapore’s Apology
AIA Singapore would like to apologise for the unpleasant experience that Ms Nazreen has faced.
“We have reiterated our roadshow guidelines to all our representatives and are working closely with them to ensure that they adhere to the highest standards of professionalism,” the insurance company states.
AIA Singapore also mentioned that they have contacted the individuals involved to address their concerns.
Lastly, perhaps in a bid to restore some faith, AIA Singapore said that members of the public can contact the company directly through their official website, should they have any queries or feedback they would like to share.
No offence meant, but, this reminds me of Rihanna’s song Take A Bow, specifically the lyric that goes, “Don’t tell me you’re sorry ‘cause you’re not / Baby when I know you’re only sorry you got caught.”
Do right, or at least better, by your customers, AIA.
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It’s lives and hard-earned savings you’re insuring, after all.
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Featured Images: Image: Facebook (AIA) & Funlah
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