How to File a FIDReC Complaint in Singapore: Step-by-Step Guide

How to File a FIDReC Complaint in Singapore: Step-by-Step Guide

The Financial Industry Disputes Resolution Centre (FIDReC) is Singapore's independent, one-stop body for resolving financial disputes — including insurance claim denials — between consumers and financial institutions. FIDReC is free for consumers, professionally staffed, and empowered to make binding decisions. This guide provides everything you need to know about using FIDReC effectively.

What Is FIDReC?

FIDReC (Financial Industry Disputes Resolution Centre) was established in 2005 as a neutral body to resolve disputes between consumers and financial institutions in Singapore, including banks, insurers, financial advisers, and capital markets intermediaries. It operates under the auspices of MAS (Monetary Authority of Singapore), which requires all licensed financial institutions to be FIDReC members.

Key FIDReC facts:

• Website: fidrec.com.sg
• Free for consumers (financial institutions pay case fees)
• Monetary limit: SGD 100,000 per claim (this is the maximum FIDReC can award)
• Types of disputes: Insurance claims, investment disputes, banking disputes, financial advisory complaints
• Process: Mediation first, then adjudication if mediation fails
• Binding decisions: Adjudication decisions are binding on the financial institution (not on the consumer — you can still go to court if you disagree)

Before You File: Prerequisites

FIDReC requires you to have first exhausted the financial institution's internal complaint process. Specifically, you must:

1. Have made a formal complaint to the insurer in writing
2. Have received either:
   • A final response from the insurer that does not resolve your complaint, OR
   • No response within 6 months of your complaint, OR
   • A response after the 21-working-day MAS guideline period for cases involving clear consumer detriment

You must also file your FIDReC complaint within 6 months of the insurer's final response. Do not delay.

What Types of Insurance Disputes FIDReC Handles

FIDReC handles a broad range of insurance disputes, including:

• Claim denials (life, health, general, travel, motor insurance)
• Mis-selling of insurance products
• Policy cancellation disputes
• Premium disputes
• Disputes about policy terms and coverage
• Delays in claim payment
• Disputes about claim settlement amounts

FIDReC does NOT handle:

• Disputes involving amounts exceeding SGD 100,000 per claim (though you may still file for the capped amount)
• Complaints about MAS policies (those go to MAS directly)
• Criminal matters or matters before the courts

What to Prepare Before Filing

Assemble the following documents before you begin the FIDReC filing process:

Essential documents:

• Your insurance policy schedule and full policy wording
• The insurer's denial or rejection letter (dated)
• All written correspondence with the insurer (emails, letters)
• Your original claim application or claim form
• Proof of your complaint to the insurer (email records are ideal)
• The insurer's final response letter

Supporting evidence (relevant to your specific claim):

• Medical records, hospital discharge summaries, or specialist reports (for health/life claims)
• Police reports (for theft, accident, or crime-related claims)
• Photographs of damaged property (for property claims)
• Repair estimates or receipts (for property or motor claims)
• Travel booking confirmations and cancellation notices (for travel claims)
• Death certificate, post-mortem report (for life insurance claims)

Your summary statement: Prepare a clear written summary of:

• What happened (chronological narrative)
• What you claimed for
• What the insurer decided and why
• Why you believe the decision is wrong
• The specific outcome you are seeking (for example, "payment of SGD [X] under Clause [Y]")

The FIDReC Process: Stage by Stage

Stage 1: Filing Your Complaint

Go to fidrec.com.sg and use the online complaint form. You can also file by post. Complete the form with:

• Your personal details and NRIC
• The financial institution's name
• A description of your dispute
• The amount in dispute

Submit all supporting documents with your complaint. Incomplete submissions slow the process significantly.

FIDReC will acknowledge receipt and assign a case manager. You will receive a case reference number.

Stage 2: FIDReC's Preliminary Assessment

FIDReC's case manager will review your complaint for admissibility — confirming that it falls within FIDReC's jurisdiction and that you have exhausted the insurer's internal process. If additional information is needed, you will be contacted.

The insurer will be notified and asked to provide its response and full case file to FIDReC. This typically takes 4 to 6 weeks from filing.

Stage 3: Mediation

FIDReC's primary process is mediation — a facilitated negotiation between you and the insurer, overseen by a trained FIDReC mediator. The mediator does not make a binding decision but helps both parties reach a voluntary settlement.

Mediation format:

• Usually conducted in person at FIDReC's offices or by videoconference
• The FIDReC mediator speaks with each party separately and then together
• You may bring a support person (but not a lawyer representing you)
• Duration: typically half a day to a full day

Tips for mediation:

• Prepare a clear, concise summary of your position
• Be willing to listen to the insurer's perspective
• Know your minimum acceptable settlement before attending
• Ask questions if anything is unclear
• If you use ClaimBack at claimback.app to prepare your appeal materials, bring these to mediation as reference

Mediation resolves approximately 50-60% of FIDReC cases. If you reach an agreement, it is recorded in a settlement agreement that is binding on both parties.

If mediation fails, you proceed to adjudication.

Stage 4: Adjudication

If mediation does not produce a settlement, the case proceeds to adjudication. An independent adjudicator (a retired judge, senior lawyer, or industry expert) reviews the full case file and issues a binding decision.

Adjudication process:

• Written submissions from both parties (you and the insurer)
• FIDReC may request additional documents or information
• An oral hearing may be held in complex cases
• The adjudicator issues a written decision

Adjudication outcomes:

• If decided in your favour: the insurer is bound by the decision and must comply
• If decided against you: you are not bound — you retain the right to pursue the matter in court
• Awards can include the insured amount plus interest and, in some cases, a portion of costs

Timeline: Adjudication typically takes 6 to 12 months from filing, depending on complexity.

FIDReC Timelines: What to Expect

Stage	Typical Duration
Preliminary assessment	4–6 weeks
Mediation scheduling and hearing	2–4 months from filing
Adjudication (if mediation fails)	6–12 months total

What FIDReC Can Award

FIDReC adjudicators can award:

• Payment of the disputed claim amount (up to SGD 100,000)
• Interest on delayed payments
• In appropriate cases, the filing fee paid by the consumer (though FIDReC is generally free for consumers)
• Specific performance (ordering the insurer to fulfill a contractual obligation)

FIDReC cannot award:

• Amounts above SGD 100,000 per claim
• Punitive damages
• Legal costs (generally)

Common Mistakes When Filing with FIDReC

Filing before exhausting internal complaints: FIDReC will not accept your complaint if you have not given the insurer a proper opportunity to resolve it first.

Missing the 6-month deadline: FIDReC strictly enforces the 6-month filing deadline from the insurer's final response.

Submitting incomplete documentation: Weak documentation undermines your case at both mediation and adjudication. Include everything relevant upfront.

Claiming amounts above SGD 100,000 without understanding the limit: For claims above SGD 100,000, you can still file with FIDReC for the first SGD 100,000 and pursue the balance separately in court.

Not preparing for mediation: Arriving at mediation without a clear, prepared position weakens your negotiating stance.

Conclusion

FIDReC is one of the most effective and accessible dispute resolution services in Asia. For insurance claim disputes in Singapore, it provides a free, professionally managed alternative to litigation. The key is to exhaust internal complaints first, file within 6 months, prepare thorough documentation, and present your case clearly. Use ClaimBack at claimback.app to generate a professionally structured appeal letter that gives you the strongest possible position when entering the FIDReC process.