SM Advantage Card Official Answers Issues on the Insurance Program

This is a reprint with permission from Ms. Marou Sarne's blog:

I can't resist but reiterate my initial opinion of Mr. Maclang -- malabo s'yang kausap!!!!

ANSWERS OF MR. REY MACLANG, AVP FOR SM MARKETING, REGARDING THE CONTROVERSIAL SM ADVANTAGE CARD-PHILAM INSURANCE PROGRAM:

1. When did the insurance promo for SM Advantage Card holders begin?

The SM Advantage Personal Accident Insurance Program is NOT a promotion. It is an embedded value-added feature of SM Advantage which is granted to members once they reach a specific points balance in their card. The insurance benefit has been an integral part of SM Advantage since July 2006. This is over and above all the other benefits, perks, discounts and savings that SM Advantage management continuously develops for its members.

Recognizing the importance of insurance for every individual, SM Advantage, in partnership with Philam Insurance, created one of the most convenient and affordable programs in the market to ensure that its members can acquire basic financial protection against accidental death or permanent disability. With this modest motivation in mind, we continue to proudly extend this privilege to our members by providing them the following advantages:

· Extremely accessible and convenient insurance coverage simply by being an SM Advantage member.

· The opportunity to have an insurance coverage at a very low price, without any cash outlay. If the member would try to acquire an individual Personal Accident Insurance outside this program, it would cost approximately P500. With this specially-arranged program with Philam Insurance, our members have access to a substantial amount of insurance for only 20 points (equivalent to P20.00).

2. Were the customers informed beforehand that they will receive an accident insurance policy prior to the deduction of their 20 points in their rewards? How?

Yes, we, together with Philam Insurance have consistently informed our members about this privilege through flyers and full page advertisements in the most prominent daily broadsheets such as Philippine Daily Inquirer, Manila Bulletin and Philippine Star in compliance with the terms and conditions of the Loyalty Program. This advertising campaign actually started two weeks before the launch of the insurance program in 2006. Moreover, we continuously explore program enhancements and have lined up activities to raise the awareness of our members about this program, most recent of which are the SMS and e-mail blasts sent to members.

We have also informed our members through newspaper articles of actual claim cases where Philam Insurance paid out the insurance proceeds of more than P100,000 to the beneficiaries of insured SM Advantage members who were deducted a mere 20 points.

This is a genuine, and not to mention expensive effort on our part and that of our partner, Philam Insurance, to efficiently disseminate information and to ensure that all legitimate and admissible claims under the insurance program are paid to the rightful beneficiaries at all times.

3. Did the customers sign an agreement regarding this promotion prior to its implementation?

When members signed up for membership in the SM Advantage Loyalty program, they effectively agreed to its Terms and Conditions.

Section V of the Terms and Conditions of the SM Advantage Program states that:

1. The Terms and Conditions and Guidelines cannot be superseded or changed except by MCI. MCI shall use all reasonable endeavors to provide Members with accurate and timely information regarding the SM Advantage Program including any changes thereof; however, MCI and its Partners shall not be liable in any way for failure to do so.

2. MCI is not liable for any Award or Privilege not being available or being withdrawn for any reason whatsoever by any SM Advantage Partner.

3. MCI reserves the right at all times, without notice and in its sole discretion:

a. To make any changes whatsoever to these Terms and Conditions including the rules and guidelines in the Member’s Manual.

b. To withdraw, cancel, withhold, substitute, deny access to or use of in any way change any of the Awards and Privileges previously advertised or offered, to any Member, at any time, without prior notice, MCI will not be liable for any loss or damage suffered by the Member resulting from such withdrawal, cancellation, variation or change.

c. To terminate or materially alter the SM Advantage Program and/or revoke the membership of any Member and/or the right of any Member to use the Membership Card or to utilize any Award or Privilege.

4. If you’re an SM Advantage card holder, are you automatically enrolled to the insurance program?

Enrollment into the insurance program is done every 15^th of the month for qualified members. To qualify, a member must:

1. have a balance of at least 70 points at the time of enrollment.
2. be between 18 to 70 years old.

Upon enrollment, 20 points are debited from the member’s points balance as one-time payment for his/her P100,000 accident insurance coverage for one year.

5. How much premium does SM pay for each qualified card holder’s insurance policy in PhilAm?

We cannot divulge the amount of premium we pay for each insurance coverage. However, because the program involves group insurance coverage and uses the opt-out mechanics for enrollment, we were able to arrange for the members a significant premium discount from Philam Insurance. This is the benefit and the privilege that we give to our members – the provision of very inexpensive financial protection that would otherwise have cost more if our members were to buy it themselves.

6. Did SM follow due process regarding the promotion? Did they get permission from the concerned agencies like the Department of Trade and Industry and the Insurance Commission?

Since the insurance program is not a promotion, there is no need to secure approval from DTI. Also, as per Philam, group accident insurance programs do not necessarily require IC’s permission to launch. However, the terms and conditions of the policy issued by Philam were reviewed and approved by the Insurance Commission. We have chosen to partner with Philam Insurance because they are a highly reputable insurance company.

7. How does the card holder get her certification / insurance policy?

Since this is a group insurance coverage, Philam Insurance issued us a Group Master Policy to cover all qualified members of SM Advantage. There is no need to issue individual certificates. If an individual member wants proof of cover, an insurance certificate can be requested from Philam Insurance by calling the Philam hotline at 528-5202.

8. How does she / he claim from the insurance company?

Just like with any other personal insurance, the insured member or his/her beneficiary can call the Philam hotline and he/she will be guided on how to claim. Claim documents will of course be required.

9. Who determines the beneficiaries of the policy in case of accidental death?

The law specifies that the benefits shall go in full to the first group of the following:

· Spouse, if none

· Child/ren, if none

· Parents, if none

· Siblings, if none

· Administrator of your estate

10. Is this a group insurance or an individual insurance? Why weren’t the certificates issued / mailed to the card holders upon the deduction of their points?

Please refer to our answer to Question # 7

11. Why were the card holders informed of the program a few months before the expiration of the policy (and not upon the start of the coverage?)

As explained in our answer to question # 2, we have continuously advertised the benefits of the insurance program through various prominent broadsheets, using full page colored ads. In an effort to more effectively inform our members of the program, we distributed flyers and, more recently, we launched an SMS and e-mail information drive to all qualified members regardless of the inception date of their insurance coverage. We know that newspaper advertisements, flyers, SMS and e-mail messages cannot ensure that all our members are made aware of the benefits of the insurance program; therefore we have extended and continue to extend great efforts and expense in informing our members about this important program.

12. If the card holder met an accident before he was informed of the insurance coverage, and if the policy has expired before the card holder was informed that he was covered, can the card holder still claim from the company or reimburse his hospital / funeral expenses?

Whether the cardholder was informed of the insurance coverage before or after he/she met an accident is immaterial in determining the validity of a claim. What is important is that the accident or the loss occurred during the time that the member’s insurance cover was active. This means that a claim can still be made even after the coverage has lapsed so long as the accident or the loss happened within the coverage period.

13. If the customer doesn’t want the insurance coverage, is there an easier way to get out of the program, without going to the SM malls and signing an opt-out form?

Yes, there are many ways by which the member can opt out of the insurance program, all of which are indicated in our newspaper advertisements and can be explained by the Philam hotline:

• SMS – Register first by sending SMAC REG <16> <4> to 2213. Text: SMAC INSURANCE OUT to 2213 [P2.50/text]
• Philam Hotline – Call 528-5202
• Fax – Cut out Opt-out Form from the ad, fill out and fax to 833-8888.
• Customer Service Counters – Fill out Opt-out Form and submit to the Customer Service Counter of any SM Department Store branch.

In addition to these, members who do not wish to be included in the program can now opt out by sending an e-mail to help@sm-advantage.com, and soon via the SM Advantage website at www.sm-advantage.com. No matter how the member chooses to opt out of the program, his/her 20 points will be credited back to his/her SM Advantage account within five days.

We accept opt-outs at any time before or during the member’s 12-month coverage period.

14. How do they check if their points were returned?

Members can request for points balance inquiry at any cashier counter of SM Department Store, SM Supermarket, SM Hypermarket, or any of the other SM stores where the SM Advantage Card is accepted for points earning. Unfortunately, the cashier will only be able to give your total points balance, so you will need to know your balance before you opted out of the insurance program.

For a more accurate accounting of your points, you may log on and register at www.sm-advantage.com. There, you will be able to view your transaction log (points earning and redemption, including insurance reversal) as far back as January 2006.

15. Do SM Advantage Card points expire?

As stated in the Member’s Manual, all unredeemed points will be forfeited if the member fails to renew his/her card before its expiration date. However, as a concession to members who were unable to renew their card before expiration, we normally give a 90-day grace period before we forfeit their points. This means that if they renew their membership within three months after its expiration, their remaining points will still be transferred to their new card.

Other SMAC members start speaking up!

Last week I sent out emails with questions (please see previous post) to explore how much SM Advantage members really know about the SM-Philam insurance tie up that automatically deducts points from members without our knowledge nor approval.

I already received several emails from fellow SMAC members and below are some of their replies. It’s not surprising anymore to find out that ALL who emailed me were also sent the notifications by SM only a few months’ short of their so-called insurance coverage.

1. Are you aware of the automatic insurance coverage for SMAC members? If yes, how did you find out about this and when?

A.S. says: Now yes, but only after I received the email from SM Advantage

I.A. says: Only thru the email I received with the information

J.C. says: No. Until I read your blog, I had absolutely no idea about this!

2. Have you received any email informing you about your personal coverage? If yes, when was the email sent and what are the dates of your coverage?

K.S. says: Dates of coverage are from November 2007 to November 2008. I was emailed May 24 2008

A.S. says: Yes, on Thursday, 29 May 2008. I'm supposedly covered from "10/15/07 and will end on 10/15/08".

3. Is it okay with you to be deducted 20 points from your SMAC balance without your knowledge and be automatically enrolled in the insurance coverage? Why or why not?

K.S. says: I feel that they should have informed us earlier and given us the choice.

A.S. says: No, not without my prior knowledge… as another person already shared, I have too many other insurances already and I don't need another one. While it's only P20, it's still something I can use to add in my purchasing power whenever I do grocery at SM.

I.A. says: I was deducted 40 points! Because I am prestige member. It is also unfair because they took the liberty to use my prestige membership over my SM Advantage membership which took out double points instead. Of course it is not ok without my prior approval!

J.C. says: No, this is not okay. As SM shoppers, we take great pains to earn those points (which compared to other point-earning cards much like it, take FOREVER to accumulate!). And so no matter how small the amount, we should be informed of ANY automatic deduction, even in the guise of something that will supposedly "benefit" us.

4. What are your general thoughts about being automatically insured without being informed about it personally? Do you think you can even file a claim when you meet any accident?

K.S. says: I would have rather that they called us up because not everyone checks their email so often. I welcomed the insurance however wish I could have been given a choice first. It is such a hassle to have to un-enroll yourself from th program.

I.A. says: Precisely! And to make matters worse, I recently went on a trip abroad and purchased travel insurance in US dollars. Had I known that I had this coverage from Philam, I could have used my USD for pocket money instead!

J.C. says: At minimum, I expect to be informed of a deduction, even just as a matter of courtesy. And I expect to be informed PERSONALLY as through an e-mail or snail mail message. SM cannot expect that every one of their 4 Million cardholders would be aware of this so-called "added benefit" only through the media. They have to remember that these are their LOYAL customers and should therefore be accorded the simple service of TIMELY, PERSONAL advice ... And not just be told when their coverage is about to expire. This smacks of foul play and of SM not acting in good faith to the very customers who keep them in business! Once again (and believe me, there were many, many, many times!), SM has made me very, very, very disappointed. I really should re-think my loyalty to this store.

As you’ve read blog readers, more and more people are taking a stand against this injustice. We would appreciate it if you can share with us your thoughts (and indignation!) as well. Thank you!

Shocking Numbers!

I've just discovered Marou Sarne's post (dated June 5) in her multiply blog and I was staggered at the sheer numbers she wrote there:

"if you have accumulated 50 POINTS in your SM ADVANTAGE CARD, chances are, you have already been enrolled in the accident insurance program of philam without your prior knowledge.

this is what i gathered from TRADE AND INDUSTRY UNDERSECRETARY ZENAIDA MAGLAYA after my interview with her in the program, BUSINESS IS OUR BUSINESS this noon in DWIZ 882 khz am (monday to friday 12-1 pm).

according to usec maglaya, she talked to MR. REY MACLANG who is apparently the head of the promo department of the sm advantage card, and mr. maclang admitted that they have enrolled more or less 700, 000 card holders to this program. there are 4 million sm advantage card holders. 700, 000 qualified for the promo. this means P 14 million worth of accident insurance through the deducted rewards points (mathematical explanation: 20 points which is equivalent to P 20 is paid to the accident insurance of every qualified card holder, in this case, 700,000 card holders.)

i asked usec maglaya if sm has violated any law regarding this pre-enrollment and the late announcement / information dissemination through email. she said that they have to investigate deeper and collect evidences before they could conclude that the sm-philam collaboration is punishable by consumer laws.

what does dti need?

1. they need the formal complaints of the cardholders who have been irked / affected by this insurance promo

2. they are asking for the flyers, print ads, emails and text messages that sm supposedly published / disseminated before the promo started

3. they need the contract which the card holders signed before they became members (to check if there was an agreement regarding this automatic insurance program)"

Now at least one of my questions was answered. P14 million pesos!!!! Wow, I wonder WHO got richer because of that?!

Calling All SM Advantage Club members!

Help, Please!

Are you an SM Advantage Club member? If yes, are you aware of the SMAC-Philam Plans coverage tie-up wherein SMAC members are automatically enrolled in the insurance program and deducted 20 points from their card balances for this so-called “privilege”?

Please help us find out how many of us are there who were only informed about our coverage with just a few months remaining before the insurance was about to expire. Our concern is, they didn’t ask if we’d like to be covered and if it is okay to deduct points without our knowledge. Yes, 20 points per member is not much. But imagine if 10,000 members (ergo, worth P200,000) were not informed and no one filed any claims, who benefits from the money???

We’d like to prove that SM purposely sent notification emails late so that nobody will have time to file any insurance claims, if any. Complaints were already filed to the DTI but they are not doing any further investigations unless supporting documents are given. In line with this, please voice your indignation against this deceitful way of doing business so that they will finally realize that loyal customers should be respected and looked after, instead of being considered money-makers for the company.

To know if you are covered by the insurance plan, call SMAC’s hotline at 833-8888 and verify your account. You might even be surprised to know that you have been covered and being deducted points for 2 years already without your knowledge like some members have found out! In case you have an email from SMAC in your archives about the insurance plan, please search for it and see when it was sent and when your coverage was.

To become an advocate too against this scheme, please fill out the form below and email to pinoy.advocacy@gmail.com PLEASE ENCOURAGE EVERYBODY YOU KNOW WHO ARE ALSO SMAC MEMBERS TO VISIT THIS SITE AND FILL OUT THE FORM TOO.

1. Are you aware of the automatic insurance coverage for SMAC members? If yes, how did you find out about this and when?
2. Have you received any email informing you about your personal coverage? If yes, when was the email sent and what are the dates of your coverage?
3. Is it okay with you to be deducted 20 points from your SMAC balance without your knowledge and be automatically enrolled in the insurance coverage? Why or why not?
4. What are your general thoughts about being automatically insured without being informed about it personally? Do you think you can even file a claim when you meet any accident?
5. Please indicate your name and SMAC number found on your card.

Thank you very, very much! Let us not be apathetic to issues such as these. If we won’t work together to make a difference, how then will the lives of Filipinos like us become better?

We would also appreciate if you can leave your comments for this post so that those who need to and should hear about this become aware that we are making a valid point.

Latest SMAC developments

I received emails (again) last Friday from SMAC. The first was from Mr. Maclang (again):

Dear Ms. ******,

Thank you for your email and your comments concerning the SM Advantage - Philam Personal Accident Insurance Program. Rest assured that we have noted your comments and will take them into consideration as we endeavor to further improve on the program.

Meanwhile, as you have expressed your desire not to be included into the program, we have credited back your 20 points to your SM Advantage account. Unless you inform us otherwise, we will consider you permanently opted out of the SM Advantage - Philam Personal Accident Insurance Program.

Kind regards,

REY T. MACLANG
Asst. Vice President - Marketing
Marketing Convergence, Inc.

Bldg. D, SM Corporate Office, J. W. Diokno Boulevard
Mall of Asia Complex, Pasay City 1300

Philippines

Phone: +63 (2) 831-8000 local 4979
FAX: +63 (2) 831-6600

Mobile: +63 (0917) 868-3943

Email: RTM@sm-shoemart.com

===

To which I can't help but retort:

Dear Mr. Maclang,

How about the other 20 points you also automatically deducted from me that was supposed to be for my coverage from August 2006 to 2007? The insurance plan that you instigated and which eventually expired without my knowledge? I know about that because the CS rep I spoke to via your hotline told me about it.

Again, any insurance is good insurance, IF the insured knows about it. Sadly, that is not the case with so many of your customers. Know that I have received emails from other friends of mine who received the same email from you and who were also outraged at SM Advantage's audacity to inform them about it months after the insurance coverage took effect.

Too, you still haven't answered the questions I've been asking you since my first email. Why only now? What is the reason why you are informing us about our so-called privilege so many months after you enrolled us there? If you can send these kinds of emails now, why haven't you sent it to us earlier, immediately after we were enrolled? I really want to understand why. Perhaps then, I won't feel this much contempt at the way you are treating your customers -- loyal ones at that. What you are doing, evading the real issues at hand, only shows that you care more about your profits than your customers' welfare.

I remain in the dark about your true intentions.

Disappointed,
******

==

I'd guess he gave up on me (naubusan ng Ingles?) because the next email was sent by somebody else who said the same thing Mr. Maclang been saying in his previous emails. First was this:

Dear Ms ********,

This is to confirm that we will opt you out from Philam with this e-mail request and we will credit back your 20 points.

The SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.

For further inquiries, you may send us an email at help@sm-advantage.com or call at 8338888 or 1-800-1888-SMAC (7622) outside Metro Manila

Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart.com

==

And then, I got another one. Still without answers to the questions I've been asking since time immemorial:

Dear Ma'am,

Greetings from SM Advantage!

In our effort to continuously provide SM Advantage members with new and valuable privileges, we have recently launched the SM Advantage – Philam Insurance Program. The program gives SM Advantage members the opportunity to avail of Php 100,000 personal accident insurance coverage for one year, for only 20 points.
The Philam accident insurance coverage is awarded to all SM Advantage members with 70 points and above. As token payment for the coverage, twenty (20) points are automatically deducted from every qualified member’s points balance.
The automatic nature of the scheme ensures that the Cardholder can immediately enjoy the insurance coverage benefit without any lapse of time.

Furthermore, the SM Advantage – PHILAM Insurance program was announced in three major dailies namely, The Philippine Star, Philippine Daily Inquirer, and the Manila Bulletin one month before the start of the program. The information campaign is and will be sustained through PHILAM insurance flyers displayed and distributed at the customer service counters of all SM Department Stores nationwide to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics.
Last July 13, 2006 we started enrolling qualified members into this program. As such these people are now covered with the Php 100,000 PHILAM personal accident insurance.

Thank you for your email and for forwarding your discussion to us, if you know anyone who has concerns about Philam or their account they may send us an email at help@sm-advantage.com or call at 833-8888 and we will be glad to assist them.

Best regards,
Maricris Arroco
SM Advantage Helpdesk
Phone: +63 (2) 833-8888
Fax: +63 (2) 833-8888 loc 5
E-mail: opns-support.mci.ho@sm-shoemart.com

==
So I replied again, this time in a language that hopefully, they could finally understand:


Ms. Arroco,

I have received several emails already from your office. Time and again you have repeatedly tried to tell me about the so-called privileges for SM Advantage members such as I. But since you seem not to understand what I was getting at, (or perhaps you didn't even take the time to read my emails thoroughly) let me write my concerns in Tagalog. Siguro naman this time, magkakaintindihan tayo.

Una, hindi ko sinasabing masama ang intention ng SMA at Philam sa pagbibigay ng insurance sa mga miyembro nyo. PERO ang minamasama ko, ay KUNG PAANO ninyo ito ipinatupad. Kahit pa sabihin niyo ng paulit-ulit na na-publish ang announcements sa major newspapers at may mga fliers na ipinakakalat, sabi mo nga to ensure that SM Advantage (SMAC) members are continuously informed of the program mechanics THE FACT REMAINS, maraming members ninyo ang hindi pa rin nakakaalam tungkol dito HANGGANG NGAYON!

So ibig sabihin KULANG ang efforts na ginagawa ninyo! Biruin mo ang gulat ko nang pagtawag ko sa hotline ninyo, bigla kong nalaman na covered na pala ako ng insurance na yan since 2006?! Tapos HINDI KO MAN LANG NALAMAN eh nag-expire na at lahat yung una at nai-enroll niyo na naman ako sa panibagong coverage NA HINDI KO PA RIN ALAM at ngayon nagkaroon kayo ng time na mag-email sa akin para sabihan ako tungkol dito 3 MONTHS BAGO ITO MAGE-EXPIRE na naman!

Noong nag-renew ako ng card last October 2007, bakit wala man lang sulat (o yang sinasabi ninyong flier) ang ibinigay kasama nung mga coupons (na hindi ko rin naman nagamit dahil 2 months na lang mage-expire na rin agad) na binibigay ninyo para i-inform ako na nasa second year of coverage na pala ako?

KUNG MAY TIME KAYONG MAG-EMAIL SA AKIN NGAYON NG PAULIT-ULIT PARA IPAMUKHA SA AKIN NA NAGCO-COMMUNICATE KAYO VIA NEWSPAPERS AND FLIERS SA MGA MEMBERS NINYO, BAKIT HINDI NINYO NAGAWANG I-EMAIL AKO NUNG UMPISA PA LAMANG NA IN-ENROLL NINYO AKO AUTOMATICALLY SA INSURANCE PROGRAM NA YAN?

Ang punto ko, kung marami kaming ganito ang experience, kanino napunta ang mga 20 points na pinagkakaltas ninyo sa amin kung wala na rin naman kaming naging chance mag-claim ng kahit ano dahil HINDI NGA NAMIN ALAM?! BAKIT NAGHUHUGAS KAMAY KAYO NA PARANG WALA KAYONG KASALANAN EH NAPAKALINAW NAMANG MAY PAGKUKULANG KAYO??????

Yan ang mga tanong ko noon pa na hanggang ngayon ay hindi ninyo sinasagot. Paano ko ire-respeto ang mga sinasabi ninyong pagmamalasakit sa mga members ninyo ngayong hindi ko naman nakita yan based na rin sa mga past emails ninyo sa akin?

Rest assured na marami pang members ang magsasalita tungkol dito. Sinisiguro ko yan sa inyo. Napakahirap na ng buhay sa Pilipinas ngayon, huwag na ninyong dagdagan ang panloloko sa kapwa ninyo Pilipino.

Ay naku, pagod na ako! Ang labo nilang kausap!!!

Continuation of the SM Advantage Saga

Ack, this seems like a teleserye already. But, as there are new developments in my "battle" against SM's rotten insurance program, let's carry on ...

Yesterday, Ms. Marou Sarne of DWIZ 882, interviewed me around 12:45 pm during their program about the issues I took up with SM Advantage. She gave a backgrounder about the topic and confirmed that there are also other people who posted the same complaints in an internet forum. We discussed about SM's dubious process of automatically enrolling SMA members without our knowledge and consent among other things. I was glad I was given the opportunity to speak out for many who, I'm sure, would also like to air out their concerns but couldn't find the proper venues to do so.

Marou told me that they will be trying to contact DTI, SM and perhaps Philam so they can speak their side in today's program. So do tune in to their show using the AM frequency from 12-1 pm Mondays to Fridays or look for their website where, I was told, live feeds can be heard.

I just hope we can get some clearer answers soon. Hmmm, if only someone from SM could honestly admit: "Eh kaya nga late kami nagpapadala ng notices, para wala na kayong time mag-claim at amin na lang ang pera nyo!" After all, that is what's been happening. *sigh* Wishful thinking.

Also, I received another email from Atty. Asis of DTI this afternoon in response to my last letter to them (please see my previous blog post). Here it is

Dear Ms. *****,

Thanks for the update, I accidentally touched a key on my computers which prompted the sending of my incomplete email reply to you which was my first email letter and I aplogies for that incident. I sent the said SM letter to help clarify concerns between you and SM as an initial measure of action taken by our offcice on your complaint considering a similar case on the matter. However If you are not satisfied with the explanations stated in the said letter you might consider waiting for an answer from SM. Again we are doing this as an initial measure/action to assiat disputing parties resolve their concerns within their level..

In case you are still not satisfied with their response, you can formally file a complaint in our office. Your formal complaint should be duly signed stating therein your name, address; contact numbers, the name and address of the establishment you are complaining; and the circumstances regarding the complaint including names, emails, dates places etc. Also enclosed supporting documents such as official receipts, deed of sale and the likes manifesting proof of sales/transaction. We need the said information so that we can properly evaluate and act on your complaint; and determine whether your omplaint has legal basis or cause action; or it is within the ambit of the consumer act. Please comply with the above requirements as prescribed by the law.

Very truly yours,

Mario Asis

Head, Legal Affairs Center

National Capital Region

Department of Trade and Industry

12th Floor Trafalgar Plaza Bldg.,

105 H.V. dela Costa st. Salcedo Village Makati

Tel. No. 811-8231 local 218

To which, again, my Gabriela Silang side couldn't just let pass. So I composed another reply:

Dear Atty Asis,

I hope SM can come up with a specific response with regards to the issues I'm complaining about and not send some general letter to shut up the customers simply because they answered regardless of the content or message within.

*Sigh* So I'm supposed to go through all the legal hoops just so DTI will act on the issues I raised? I was hoping that since more and more SM Advantage customers are complaining about this particular program, your agency can at least start investigating this further. After all, we did send you our complaints already. Frankly, it seems that even DTI is making it harder for ordinary people like us to find justice when the cases involve big corporations like SM and Philam.

If you search the net, you'll find several forums where people are also posting their disgust at the so-called insurance privilege because they, too, only got to know about it a few months before their coverage expires. In my case, I only found out about being already on my 2nd year of coverage because I called their hotline! What kind of professionalism is that on their part?!

Kindly consider compiling too the list of complaints you've been getting from dissatisfied SM Advantage customers instead of asking each one of us to yet again file another set of formal complaints individually before you take some concrete actions.

Respectfully,
*****

==

Once more, I was disappointed because he wants me to file a formal complaint (hindi pa pala considered formal yung ginawa kong pag-email!) with supporting documents etc. Haven't I mapped out already the important points they need to look into? To think that even with the similarly-mannered complaints they already received, they still won't investigate the matter thoroughly unless someone would go through all the "red tape". What I observed is that DTI only forwards to email senders the standard letter that SM gave them and (I think) hopes for the best that everyone who received that will no longer pursue the matter because it would be too much of a hassle by then.

Given the numerous complaints already being aired by so many SMA customers (whether through formal writing or calls to DTI, SM and Philam; posts in the internet and emails to one's network of contacts) who are dissatisfied with the process, why can't DTI at least exert some effort to take this thing more seriously? I hope when they are contacted by Marou's program, somebody can finally provide coherent answers that will directly address the issues raised.