Insurance Appeal Letter Singapore: A Template That Works (MAS-Compliant)

Insurance Appeal Letter Singapore: A Template That Works (MAS-Compliant)

Writing an insurance appeal letter in Singapore is not simply a matter of expressing frustration. A successful appeal requires a structured, evidence-based letter that demonstrates your understanding of the policy, applies the correct legal and regulatory framework, and presents your case professionally. This guide provides a complete MAS/FIDReC-aligned appeal letter template with detailed guidance on every section.

Before You Write: What You Need

Gather the following before drafting your appeal:

• Your insurance policy documents (policy schedule + full policy wording)
• The insurer's denial letter (in full, with all stated grounds)
• All correspondence with the insurer to date
• Supporting evidence relevant to your claim (medical records, receipts, photographs, repair quotes, specialist letters, etc.)
• Your claim reference number
• The date you submitted your original claim

The Structure of an Effective Singapore Insurance Appeal Letter

A strong appeal letter should follow this structure:

1. Heading and reference details
2. Opening statement of purpose
3. Summary of the claim and denial
4. Point-by-point rebuttal of denial grounds
5. Supporting evidence list
6. Reference to applicable MAS guidelines
7. Desired outcome and deadline for response
8. Closing and signature

Full Appeal Letter Template

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[Your Full Name] [Your Address] [Your Email Address] [Your Phone Number] [Date]

[Name of Insurer] [Insurer's Complaints Department / Customer Relations] [Insurer's Address]

Re: Formal Appeal Against Claim Decision — Policy No. [XXXXXXXXX] — Claim Ref: [XXXXXXXXX]

Dear Sir/Madam,

1. Purpose of This Letter

I am writing to formally appeal the decision dated [date of denial letter] in which [Insurer Name] declined my claim under Policy No. [XXXXXXXXX]. I respectfully submit that the denial is incorrect and not supported by the terms of my policy. I request a full and impartial review of my claim in accordance with your internal appeal process and the consumer protection standards set by the Monetary Authority of Singapore (MAS).

2. Background and Summary of Claim

On [date of incident/claim event], I [briefly describe what happened — hospitalisation, accident, diagnosis, property loss, etc.]. I submitted a claim to [Insurer Name] on [date of claim submission] seeking [describe what you claimed for].

On [date of denial], I received your denial letter stating that my claim was declined on the following grounds:

[Quote the denial grounds verbatim from the insurer's letter]

I respectfully disagree with this decision for the reasons set out below.

3. Grounds for This Appeal

[Address each denial ground in a separate numbered point. For each ground, state the denial reason, then provide your counter-argument and evidence.]

3.1 [First Denial Ground]

Your denial letter states that [quote the denial reason].

I submit that this is incorrect because [explain why. Reference specific policy clauses, for example: "Clause 4.2 of the Policy Wording states that... which clearly covers my situation because..."]. [Insert supporting evidence, for example: "Please refer to the medical report from Dr [Name] dated [date], which confirms that my condition meets the policy definition of [term] as defined in Clause 1.3."]

3.2 [Second Denial Ground — if applicable]

[Repeat the same structure for each additional denial ground.]

4. Supporting Evidence

The following documents are attached in support of this appeal:

1. Copy of Policy Schedule and Policy Wording
2. Copy of your denial letter dated [date]
3. [Medical report / receipts / photographs / repair quote / specialist letter — list all attachments]
4. [Any other supporting document]

5. Applicable MAS Guidelines and Consumer Protection Standards

I note that under the MAS Guidelines on Fair Dealing (FAA-G11), financial institutions including insurers are required to treat customers fairly and to handle claims in a transparent and equitable manner. I further note that MAS expects insurers to provide clear and adequate explanations for claim decisions.

I submit that the denial of my claim as described is inconsistent with these fair dealing standards, in that [briefly explain how the denial falls short — for example, "the exclusion relied upon was not clearly communicated at the time of policy sale" or "the policy language is ambiguous and should be construed in my favour under the contra proferentem principle"].

6. Desired Outcome

I respectfully request that [Insurer Name]:

1. Conduct a full and impartial review of my claim;
2. Overturn the denial decision and approve my claim for the full sum of SGD [amount]; and
3. Provide your written response within 21 working days of receipt of this letter, in accordance with MAS guidelines for complaint handling.

If I do not receive a satisfactory response within this timeframe, I reserve my right to escalate this matter to the Financial Industry Disputes Resolution Centre (FIDReC) at fidrec.com.sg and/or to make a report to the Monetary Authority of Singapore (MAS) at mas.gov.sg.

Yours faithfully,

[Your Full Name]

[Your NRIC / Policy Number]

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Key Phrases That Strengthen Singapore Insurance Appeals

For coverage disputes: "The Policy Wording at Clause [X] provides that [quote clause]. My claim falls squarely within this provision because [explanation]."

For exclusion disputes: "The exclusion relied upon is ambiguous. Under the contra proferentem principle, applicable in Singapore contract law, ambiguous terms are construed against the party who drafted them — in this case, [Insurer Name]."

For pre-existing condition disputes: "I disclosed all material facts known to me at the time of application. The condition cited was [not diagnosed / not symptomatic / not material] at that time, as evidenced by [supporting documentation]."

For procedural delays: "I note that MAS guidelines require insurers to acknowledge complaints within 5 business days and provide a final response within 21 working days. I have not received [acknowledgement / final response] despite [X] days having elapsed since my original complaint dated [date]."

For regulatory escalation threat: "I reserve the right to escalate this matter to FIDReC, which handles disputes up to SGD 100,000 and provides binding adjudication decisions, and to file a report with MAS under the Financial Advisers Act / Insurance Act."

What Not to Include in Your Appeal Letter

Emotional language without factual basis: Saying "this is outrageous and unfair" does not help. Say instead: "The policy clause at section X does not support this denial because..."

Threats of media or social media coverage: This is counterproductive and can undermine your credibility.

Irrelevant personal circumstances: Unless directly relevant to the claim, do not include financial hardship, emotional distress, or length of time as a customer. Focus on the policy and the evidence.

Vague or general statements: Every assertion should be supported by evidence or a specific policy reference.

Using ClaimBack to Generate Your Appeal Letter

Writing a structured, well-referenced appeal letter requires careful attention to detail. ClaimBack at claimback.app automates this process — you provide the key facts, and ClaimBack generates a professionally formatted, MAS/FIDReC-aligned appeal letter tailored to your specific situation.

This is particularly useful when:

• You are not sure how to frame your legal argument
• The policy wording is complex or technical
• You want to ensure you have not missed any important regulatory reference
• You need a professional-quality letter quickly

After Sending Your Appeal Letter

1. Keep a copy of everything you send
2. Send by email (to create a digital timestamp) and by post if required by the insurer
3. Track the 21-working-day response deadline
4. If no response is received, or the response is unsatisfactory, proceed to FIDReC at fidrec.com.sg

Conclusion

A well-structured insurance appeal letter is your single most powerful tool in reversing a claim denial. Reference your policy, address every denial ground with evidence, cite MAS guidelines, and state your expected timeline clearly. Use ClaimBack at claimback.app to generate a professional appeal letter that gives your case the strongest possible foundation.