Frequently Asked Questions
About My Income customer portal & My Income app
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Q:What are My Income customer portal and My Income app?
A:My Income customer portal and My Income app are digital platforms that enable our policyholders to view and manage their policies directly, anytime and anywhere.
My Income customer portal may be accessed via your desktop or mobile web browser at https://me.income.com.sg, while My Income app is available for download via Google Play or the App Store.
Both platforms require you to log in, via Singpass or using your My Income username and password, to access your policy information.
Click on the links below to find out more about each platform:
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Q:How do I update my personal particulars?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Under "Quick actions" select "My profile"
3. For your convenience, retrieve your personal details from MyInfo with SingPass. This will not require supporting documents.
If you would like to manually update details:
3. Click on the pencil icon to update and provide supporting documents as follows.
Required supporting documents:
- Please provide a clear copy front and back copy of NRIC/FIN card or passport for verification
- For change of Name, NRIC, or date of birth, please attach a copy of documentary proof (E.g. Copy of deed poll or Updated NRIC).
- For update of address, if the new address is not reflected in your NRIC, please submit a proof of address (E.g. Bank statements, Telephone/Utility bills, Rental agreement, or Government agency letter (not more than 6 months old)
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Q:How do I retrieve my policy documents?
A:You can do so via My Income customer portal or My Income app.
Simply follow the steps below:
1. Log in to My Income customer portal or My Income app
2. Select the policy you would like to view
3. In the policy details page, click “View policy document” to download and retrieve the PDF copy of your policy document.
Online policy documents are available for the following policy types only:
· Life insurance (policies purchased after 26 Sept 2019)
· Motor Insurance
· IncomeShield
To request for Life policy documents for purchases before 26 Sept 2019 (subject to admin fee of $10), complete and submit the Life Policy Alteration Form with payment at any of our Income branches. The document will be mailed to you subsequently.
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Q:What should I do if I encounter problems on My Income customer portal or My Income app?
A:For general help, you may call our Customer Service at 6788 1777 (Monday-Friday, 8.30am-6.30pm) or submit an enquiry via our online form.
To report a technical issue with My Income app, you may email us at myincomeapp@income.com.sg. Please include a screen recording of the error faced and your app info (Open the app > Continue as guest/log in > Settings/Account > About My Income app > Copy app info) so that we are able to assist in troubleshooting the problem.
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Q:Why don't I see my policies on My Income customer portal and/or My Income app?
A:We strive to provide you with the most accurate and updated information. However, some transactions, like payments or new purchases, may take some time to be reflected on our customer platforms.
Should you encounter any issues with your policy information, please call our Customer Service at 6788 1777 (Monday-Friday, 8.30am-6.30pm) or submit an enquiry to us via our online form so we can further assist you.
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Q:Why do I still see inactive or terminated policies in My Income?
A:Inactive or terminated policies are displayed in My Income for 6 months after termination or cancellation to facilitate with claim processes.
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Q:Can I use My Income app without creating an account?
A:Yes, you can use My Income app without creating an account by clicking on “Continue as guest” on the login screen. However, you will not be able to access certain features, such as your policies or claims information.
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Q:Can more than one customer log in to My Income app on the same device?
A:Only one policyholder may log in My Income app at a time, on a single device. To allow another policyholder to log in on your device, you will first have to log out. Do note that biometric login is only available for 1 user per device.
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Q:Why do I get automatically logged out of My Income app when I close the app?
A:For security reasons, you will automatically be logged out of the My Income app when you close it if you have logged in using Singpass or via biometric login. You can log in again to continue.
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Q:Why do I get logged out of My Income app on one device when I access it on another device?
A:For security reasons, you can only be logged in to the My Income app on one device at a time.
Registering a My Income account
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Q:How do I log into My Income customer portal or My Income app?
A:You may log into My Income customer portal or My Income app using your Income customer account credentials (email and password) or via Singpass log in. To register for a new account, click here.
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Q:Can I create an account if I am not an Income policyholder?
A:No, only Income policyholders may create My Income accounts.
If you are already a policyholder, you can log in to My Income customer portal or My Income app using Singpass Mobile, or by clicking here to register a new account.
NOTE: You do not need a My Income account to download and use My Income app, but the features available will be limited.
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Q:How do I activate my account for My Income customer portal or My Income app?
A:If you have registered for a new My Income account with your email address, you will be sent an email to activate your account within 7 days. Follow the steps in the email to complete your registration.
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Q:I would like to change the email address used for My Income account login. How can I do so?
A:You may call our Customer Service at 6788 1777 (Monday-Friday, 8.30am-6.30pm) or submit your request to us via our online form.
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Q:Am I able to use the same email address to register multiple My Income customer accounts?
A:No, each policyholder may create just one My Income account, tied to a unique email address.
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Q:Why did I not receive the SMS OTP after entering my User ID and password?
A:The SMS one-time password (OTP) is sent to the mobile number that is registered with Income. Please ensure that we have your latest mobile number updated in our records. You may call our Customer Service at 6788 1777 (Monday-Friday, 8.30am-6.30pm) to update your contact details if needed.
If you are trying to access My Income from another country, please note that the success of sending and receiving SMS text messages may depend on the settings provided by both your local mobile service provider and the chosen network at your overseas location. For easy access to My Income whilst travelling, we recommend logging in via SingPass Mobile, as OTP will not be required.
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Q:I am a corporate customer, can I use My Income customer portal or My Income app?
A:My Income customer portal and My Income app currently only serve non-corporate customers.
For corporate individual customers, please approach your company’s HR or your company’s appointed advisor for assistance.
Making policy transactions
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Q:How do I apply for a policy loan?
A:You can do so via My Income customer portal, if your policy has the loanable amount to apply for a policy loan.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Life Insurance'
3. Select the policy you would like to request the policy loan for
4. Select “Request for policy loan” (this function will only be available if your policy has a loanable amount)
5. Follow the steps on screen to submit your request
6. OTP will be sent to your mobile number to validate your request
A SMS and an email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
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Q:How do I change the payment frequency for my policy?
A:You can do so via My Income customer portal, only for Life Insurance policies, excluding Investment-Linked policies (ILPs).
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click "Payment" in the navigation bar, and then "Change payment frequency"
3. Select the policy you would like to change the payment frequency for
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
An email acknowledgement will be sent to your registered email address upon successful submission of your request.
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Q:How do I change the payment method for my policies?
A:You can do so via My Income customer portal, for your Life and Health Insurance policies. These are the currently accepted payment methods:
· Life insurance: GIRO application
· Health Insurance IncomeShield: MediSave, GIRO and Credit Card
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click "Payment" in the navigation bar, and then "Manage GIRO arrangement" (for Life policies) or "Change payment method" (for IncomeShield)
3. Select the policy you would like to change the payment method for
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
An email acknowledgement will be sent to your registered email address upon successful submission of your request.
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Q:How do I request for the maturity proceeds to be credited to my bank account?
A:You can do so via My Income customer portal. This function will be made available to you only 2 months before the policy matures.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Select the policy that is due to mature
3. In the policy details page, click “Pay maturity proceeds to bank A/C”.
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
An SMS and email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
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Q:How do I change the payout mode for the cash benefits of my policy?
A:You can do so via My Income customer portal. You will need to submit your request 21 days before the cash benefit is due. Otherwise, the change may only be effected from the next cash benefit due.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Life Insurance'
3. Select the policy you would like to change the payout mode for your cash benefit
4. Select “Change cash benefit mode” (this function will only be available if this is applicable to your policy)
5. Follow the steps on screen to submit your request
6. OTP will be sent to your mobile number to validate your request
A SMS and an email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
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Q:How do I upgrade/downgrade my IncomeShield plan and/or rider?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Change IncomeShield Plan'
2. Select the policy you would like to change plan/rider
3. Compare the options on the screen and select either 'Upgrade' or 'Downgrade'
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
An email acknowledgement will be sent to your registered email address upon successful submission of your request.
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Q:How do I withdraw the deposited cash benefits?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Life Insurance'
2. Select the policy you would like to withdraw the deposited cash benefits from
3. Select “Withdraw Deposited Cash Benefits” (this function will only be available if this is applicable to your policy)
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
A SMS and an email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
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Q:How do I top up funds in my ILP Policies?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Manage Investment'
3. Complete the CKA (Customer Knowledge Assessment) and set up your Risk Profile if not yet done so.
2. Select 'Top Up' and choose your desired policy to do the top up for.
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
A SMS and an email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
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Q:How do I do a fund switch for my ILP Policies?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Click 'Policy' on the navigation bar and then 'Manage Investment'
3. Complete the CKA (Customer Knowledge Assessment) and set up your Risk Profile if not yet done so.
2. Select 'Fund Switch' and choose your desired policy to do the fund switch for.
4. Follow the steps on screen to submit your request
5. OTP will be sent to your mobile number to validate your request
A SMS and an email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.
My Income app (Travel)
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Q:What is a Saved Profile and how do I use it?
A:My Income app allows you to save your or your loved ones' details as individual profiles. You will be able to use these Saved Profiles for quicker selection during your next travel insurance purchase.
To add a new Saved Profile, follow the steps below:
1. Log in to My Income app
2. Tap on "Account" in the bottom navigation bar
3. Go to "Saved Profiles"
4. Select "Add new profile" and fill in the required details
5. Tap on "Save"
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Q:What do I do if I don't see my Saved Profiles?
A:You may check on your Saved Profiles by following the steps below:
1. Log in to My Income app
2. Tap on "Account" in the bottom navigation bar
3. Go to "Saved Profiles"
If your previously Saved Profiles are not showing, please email us at myincomeapp@income.com.sg with the following:
- Details of error faced
- Screenshots and/or screen recordings of error faced
- App version and Device ID (Tap on "Account" and go to "About My Income app")
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Q:I have just purchased a Travel insurance policy, when will the premium be deducted from my credit card?
A:For Standard or Enhanced Pre-X Travel insurance plans (to All Destinations), the premium will be deducted when the purchase is confirmed.
For FlexiTravel hourly purchases (to Bintan, Batam & Malaysia), the premium will be deducted only after the trip has ended.
NOTE: Due to processing time, payment deduction may take a few days to be completed.
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Q:What should I do if I have entered my travel details wrongly, or I want to make changes to my travel dates?
A:For Standard or Enhanced Pre-X Travel insurance plans (to All Destinations), you can make changes to your policy here.
For FlexiTravel hourly policies (to Bintan, Batam & Malaysia), you can make changes to your trip date/time before the trip begins.
Simply follow the steps below:
1. Log in to My Income app
2. Tap on "Buy Travel Insurance"
3. Under the "My trips" section, tap on "View/edit trip" on the selected policy
4. On the Trip details page, tap on "Edit trip details"
5. After making the required changes, click on "Confirm"
NOTE: Purchased policies can only be viewed using the policyholder's My Income account.
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Q:I have purchased a FlexitTravel Hourly policy, but why can't I see it when I log into My Income customer portal?
A:FlexiTravel hourly policies (to Bintan, Batam & Malaysia) are currently only available on My Income app.
You may access your plans with the following steps below:
1. Log in to My Income app
2. Tap on "Buy Travel Insurance"
3. Under the "My trips" section, tap on "View all" to view your travel policies
NOTE: Purchased policies can only be viewed using the policyholder's My Income account.
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Q:I have recently bought a policy with Income, but why don't I see it on My Income app?
A:Please give up to 48 hours for your recently purchased policies to appear on My Income app.
You may check on your policy in the app with the steps below:
1. Log into My Income app
2. Under "My policies", tap on the product category to view your policies
NOTE: Purchased policies can only be viewed using the policyholder's My Income account.
If your policy is still not showing 48-hours after purchase, please email us at myincomeapp@income.com.sg with the following:
- Details of error faced
- Screenshots and/or screen recordings of error faced
- App version and Device ID (Tap on "Account" and go to "About My Income app")
Submitting claims online
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Q:How do I submit my IncomeShield pre & post hospitalisation claims?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income Customer Portal
2. Click ‘Submit Claim’
3. Select Health > IncomeShield Pre & Post Hospitalisation Claim > Click ‘Next’
4. Select your policy
5. Follow the steps on screen to submit your claims
An email acknowledgement will be sent to your registered email address upon successful claim registration.
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Q:How do I submit a travel claim?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Select ‘Submit claims’ under ‘Quick Actions’
3. Select General > Travel and then click ‘Next’
4. Select the policy you would like to claim under
5. Follow the steps on screen to submit your claim
An email acknowledgement will be sent to your registered email address upon successful claim registration.
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Q:How do I submit a personal accident claim?
A:You can do so via My Income customer portal.
Simply follow the steps below:
1. Log in to My Income customer portal
2. Select ‘Submit claims’ under ‘Quick Actions’
3. Select General > Personal Accident and then click ‘Next’
4. Select the policy you would like to claim under
5. Follow the steps on screen to submit your claim
An email acknowledgement will be sent to your registered email address upon successful claim registration.