Why Singapore - health insurers lag in aligning brand and reality
Insurers should offer more affordable health plans, according to Forrester.
Raffles Health Insurance (RHI) was recognized as the top winner in Forrester’s first Total Experience Score for Singapore’s financial services sector in 2025, beating among others AIA, FWD, Great Eastern, HSBC Life, Income Insurance, Prudential, and Singlife.
Forrester provided the reason for RHI’s first-place finish saying that it had the highest rating for the integrated healthcare ecosystem and trust.
Nonetheless, the research pointed out a discrepancy in customer perception in Singapore’s health insurance sector with policyholders being the hardest critics.insuranceasia.com
To better their situation, insurers must give healthcare plans that are more affordable, provide policy understanding blatantly, and take the pain out of service processes.
Data security enhancement and website functionality improvement were recognized as the major customer experience upgraders.
The Total Experience Score brings together Forrester’s Brand Experience Index and Customer Experience Index to measure the degree of matching between the brand and the customers’ experiences.
The research disclosed that, to some extent, f.s. companies are able to provide uniform experiences; however, the majority of them do still face the problem of not being able to create and maintain trusting customer relationships.
Tom Mouhsian, Forrester’s principal analyst, suggested that the results indicate that having a strong brand is not sufficient to win and keep customers.
He stated that the trust-building and growth-sustaining activities should include providing consistent, emotionally engaging experiences throughout the customer lifecycle.
Companies in Singapore are increasing their expenditure on insurance due to the growing risks
About the Author
1 thought on “Why Singapore – health insurers lag in aligning brand and reality”