What Is FIDReC Singapore? Everything You Need to Know (2026)

When you have a dispute with your insurer or financial institution in Singapore that you can't resolve internally, FIDReC is your most powerful free resource. Most Singaporeans don't know it exists until they need it — and by then, a basic understanding of how it works can make a significant difference to the outcome.

This guide covers everything you need to know about FIDReC in 2026: what it is, what it can do, how the process works, what it can award, and how to file the strongest possible case.

What Is FIDReC?

FIDReC stands for the Financial Industry Disputes Resolution Centre. It is an independent, not-for-profit company established in 2005 and approved by the Monetary Authority of Singapore (MAS) as the industry-wide alternative dispute resolution (ADR) scheme for financial services disputes in Singapore.

All financial institutions regulated by MAS — including all licensed insurers, banks, and financial advisers — are required to be FIDReC members and to participate in its dispute resolution process. This is a mandatory regulatory requirement, not voluntary participation.

FIDReC resolves disputes through two mechanisms:

1. Mediation: A trained mediator facilitates discussion between you and the financial institution to reach a mutually agreed resolution
2. Adjudication: An independent adjudicator reviews the evidence and issues a binding decision

What Disputes Does FIDReC Handle?

FIDReC handles disputes involving:

Insurance:

• Life insurance (death claims, total permanent disability, critical illness, investment-linked policies)
• Health insurance (Medisave-approved Integrated Shield Plans, hospital and surgical insurance)
• General insurance (travel, home, motor, personal accident)
• All claims disputes where the policyholder disagrees with the insurer's decision

Banking and financial services:

• Banking fee disputes
• Electronic payment disputes
• Investment product disputes
• Personal loan disputes

For the purposes of this guide, we focus on insurance disputes, which constitute the majority of FIDReC's caseload.

What FIDReC Cannot Handle

FIDReC has jurisdiction limits. It cannot handle:

• Disputes where the amount claimed exceeds the monetary limits (see below)
• Disputes involving commercial insurance for large corporations
• Disputes that are the subject of ongoing court proceedings
• Disputes where a court has already issued a judgment
• Complaints about MAS itself or government bodies

FIDReC's Monetary Limits

FIDReC handles disputes up to:

• SGD 100,000 through mediation
• SGD 150,000 through adjudication (for insurance claims)

If your claim exceeds these limits, you would need to pursue the dispute through the Singapore courts. However, FIDReC can still accept jurisdiction if both parties agree.

The FIDReC Process: Step by Step

Step 1: Internal Dispute Resolution (IDR) First

Before FIDReC will accept your complaint, you must first try to resolve it directly with your insurer through their internal dispute resolution process. This means:

1. Filing a formal written complaint with the insurer
2. Waiting for their formal written response

Most Singapore insurers aim to respond within 21 calendar days. If you haven't received a satisfactory response after 30 days, you can proceed to FIDReC.

Step 2: Filing Your FIDReC Complaint

To file a complaint with FIDReC:

1. Go to fidrec.com.sg
2. Complete the online complaint form
3. Upload all relevant documents (your policy, denial letter, your written complaint to the insurer, the insurer's response, and any supporting evidence)
4. Filing is completely free for consumers

You can also file by post or in person at FIDReC's offices at: 36 Robinson Road, #15-01 City House, Singapore 068877

Step 3: Assessment and Acceptance

FIDReC will assess whether:

• The complaint falls within FIDReC's jurisdiction
• The IDR process was completed
• The complaint is within the monetary limits
• The complaint is made within the time limits (generally within 6 years of the event, but FIDReC applies this with some flexibility)

If accepted, FIDReC will proceed with the dispute resolution process.

Step 4: Mediation

The vast majority of FIDReC cases go through mediation first. A FIDReC-trained mediator facilitates a discussion between you and the financial institution's representative.

Mediation is:

• Confidential — what is said in mediation cannot be used in later court proceedings
• Without prejudice — offers made in mediation don't bind either party unless agreed
• Typically scheduled within 4 to 6 weeks of the complaint being accepted

At mediation, you can present your case, your evidence, and your desired outcome. The financial institution will present their position. The mediator helps both parties explore possible resolutions.

Success rate: FIDReC reports that more than 85% of cases that proceed to mediation are successfully resolved at this stage. This is an extraordinarily high resolution rate and reflects the fact that many insurers recognise weak positions and settle rather than proceed to adjudication.

Step 5: Adjudication (If Mediation Fails)

If mediation doesn't resolve the dispute, the case proceeds to adjudication. An independent adjudicator — typically a legal professional or experienced insurance professional — reviews:

• All documents submitted by both parties
• Any additional written submissions requested
• The policy terms and applicable law

The adjudicator then issues a binding decision. This decision:

• Is binding on the financial institution if you accept it
• Is not binding on you — you can reject it and pursue other remedies (e.g., court action)
• Is final for the financial institution — they cannot appeal

Adjudication typically takes 6 to 8 weeks after mediation fails.

Step 6: Implementation

If a resolution is reached at mediation or you accept the adjudicator's decision, the financial institution is required to implement it promptly. FIDReC monitors implementation and can escalate to MAS if an institution fails to comply.

What Can FIDReC Award?

At adjudication, the adjudicator can:

• Order the insurer to pay a claim or part of a claim
• Order the insurer to change a decision (e.g., to approve a claim, reverse an exclusion)
• Award financial compensation for consequential losses
• Order the insurer to take specific action (e.g., provide information, correct records)

FIDReC does not typically award large punitive damages or legal costs — it is focused on fair resolution of the specific dispute, not punishment of the financial institution.

How to Prepare the Strongest Possible FIDReC Case

Understand what FIDReC looks for: FIDReC adjudicators assess whether the financial institution's decision was fair and reasonable given the policy terms and the facts. The question is not always whether the insurer was technically correct under a strict reading of the policy — but whether their overall conduct and decision was fair.

Organise your evidence clearly: Create a numbered index of all documents. Write a clear, one-to-two-page summary of the dispute that a non-specialist can understand. Adjudicators review many files — clarity helps.

Reference the specific policy clause: Your complaint must address the specific clause or exclusion the insurer cited. Vague general complaints ("they're being unfair") are less effective than specific clause-by-clause challenges.

Get your doctor's or expert's letter: For medical and health insurance disputes, a strong specialist letter is essential. For property disputes, an independent surveyor or engineer's report can be decisive.

Know the MAS Fair Dealing guidelines: FIDReC adjudicators consider MAS's fair dealing requirements in their assessment. If your insurer's conduct fell short of MAS's fair dealing standards — inadequate disclosure, unreasonable delays, failure to explain the denial — raise this explicitly.

Attend mediation prepared: At mediation, be calm, factual, and focused on evidence. Know your key points and the outcome you want. The mediator is neutral — convince them with facts, not emotion.

How Long Does the FIDReC Process Take?

• Mediation: Typically scheduled within 4 to 6 weeks of acceptance
• Adjudication: If mediation fails, adjudication decision typically within 6 to 8 weeks more
• Total from filing to decision: Most cases conclude within 3 to 4 months if they proceed to adjudication

This is significantly faster than court proceedings, which can take 1 to 3 years in Singapore.

FIDReC vs. Going to Court

Factor	FIDReC	Court
Cost to consumer	Free	Significant legal fees
Time	3-4 months	1-3 years
Legal representation needed	Usually not required	Often essential
Monetary limit	SGD 150,000	No limit
Outcome binding on insurer	Yes (if you accept)	Yes

For disputes under SGD 150,000, FIDReC is almost always the better first step.

After FIDReC: What Are Your Options?

If FIDReC's adjudication is not in your favour and you reject the decision:

• You can still take the insurer to the Singapore courts
• The adjudicator's decision is not admissible in court proceedings
• You will need legal representation and should consult a lawyer specialising in insurance disputes

Singapore's State Courts handle claims up to SGD 250,000, and the High Court handles larger amounts.

Getting Help

Understanding FIDReC's process and preparing a strong complaint is key to a successful outcome.

ClaimBack (claimback.app) generates professional appeal letters and complaint summaries tailored to the FIDReC process and Singapore insurance regulations. The tool is free and helps you frame your case correctly from the start — increasing your chances of resolution at the internal stage and, if needed, at FIDReC mediation.

Summary

• FIDReC is Singapore's free, MAS-approved dispute resolution centre for financial services
• All MAS-licensed insurers must participate
• Resolution rate at mediation exceeds 85%
• Handles disputes up to SGD 100,000 (mediation) and SGD 150,000 (adjudication) at no cost
• Process is faster than court: typically 3 to 4 months total
• Exhaust internal IDR first, then file at fidrec.com.sg
• Adjudicator decisions are binding on the insurer (if you accept); you retain the right to go to court if you don't