Frequently Asked Questions


Online services

me@income FAQ – General
  • Q:What is me@income?

    A:

    me@income is an online service portal for Income policyholders that enables certain transactions to be made directly by our customers online – anytime, anywhere.

  • Q:What features are available on me@income?

    A:

    These are some of the most frequently-used features you can enjoy on me@income:

    1. Access all your policy information – anytime, anywhere
    2. Perform online policy transactions such as premium payment (Life Insurance policies and selected General Insurance policies), change your premium payment method and payment frequency. 
    3. Submit your life and health insurance claims online. 
    4. Update your particulars online
    5. View your Nomination details
    6. View and download statements and letters

    Some features are only available to certain policy types, please log in to me@income to view the full list of features available to you.

  • Q:What should I do if I am unable to log in using the password I have entered?

    A:

    Please note that your password is case sensitive and should be entered exactly as registered. If you still encounter issues logging in, please click on “Forgot Password” for new password to be sent to you via email. Alternatively, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

  • 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 you have updated your contact details with us, including your latest mobile number. You may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) to update your contact details. 

    If you are trying to access me@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 me@income whilst travelling, we recommend logging in via the SingPass Mobile app

  • Q:Is the policy information shown in me@income up-to-date?

    A:

    We strive to provide you with the most accurate and updated information. However, some investment-linked transactions may require a longer processing time. If there are any discrepancies, the actual values will prevail.

    Should you encounter any issues with your policy information, please call our Customer Service at 6788 1122 (Mon-Fri 8:30am to 6:30pm) so we can investigate the matter and further assist you.

  • Q:Who should I contact if I encounter problems on me@income?

    A:

    For general queries, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

  • Q:Why do I still see my inactive or terminated policy in me@income?

    A:

    Inactive or terminated policies are displayed in me@income for 6 months after termination or cancellation to facilitate with claim processes.

me@income FAQ – Registration
  • Q:Why do I need to register a new me@income User ID?

    A:

    In accordance with the Personal Data Protection Act (PDPA), Income is ceasing the use of NRIC/FIN/Passport numbers for log in to me@income with effect from 23 July 2019.

     As such, your email address will be your new default User ID. Learn more about the PDPA here.

  • Q:Why does my User ID have to be an email address?

    A:

    We are standardising the format of User IDs to email addresses for easier recall.

  • Q:How do I ensure that access to my me@income account is secure?

    A:

    Accessing me@income requires Two-Factor Authentication (2FA) to verify every user. Upon logging in to me@income with your User ID and password, an SMS OTP will be triggered to your registered mobile number for further verification. Income also employs the latest encryption methods to protect your data as an added layer of security. 

  • Q:Why am I unable to use the same email address for multiple accounts?

    A:

    In our efforts to protect the data and privacy of all our policyholders, each policyholder is required to have a unique me@income account, along with a unique User ID. 

  • Q:I do not have an email address. How can I proceed to register?

    A:

    You may create an email address by selecting an email provider of your choice. Some common email providers are Gmail, Yahoo Mail and Outlook. Once you have successfully created an email address, you can then proceed to register it as your new User ID on me@income.

  • Q:I have chosen an email address as my User ID but I would like to change it again. How can I do so?

    A:

    You may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

  • Q:Can I register for a me@income account if my mobile number is outdated or not registered with Income?

    A:

    Customers whose mobile number is not registered with Income or have outdated mobile number can now register using SingPass Mobile App.

    Upon successful validation, you will be prompted to provide your latest mobile number.

  • Q:How do I update my personal particulars via me@income?

    A:

    Click here to update your particulars via me@income. To speed up the process, you may retrieve your personal details from MyInfo.

    You may be required to submit any of the following supporting documents:

    • A clear front and back copy of your 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 latest NRIC, copy of deed poll).
    • 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)
me@income FAQ – Log in via SingPass Mobile
  • Q:What is SingPass Mobile?

    A:

    SingPass Mobile is a mobile application available on iOS and Android that allows you to log in easily via your fingerprint, face recognition or a 6-digit passcode. It is offered as an alternative Two-Factor Authentication (2FA) method to log in to me@income. Watch this introduction video for more information. You can also learn more about the SingPass Mobile app here.

  • Q:What are the benefits of signing in to me@income using SingPass Mobile?

    A:

    With the SingPass Mobile app, you do not have to enter both your User ID and password each time you access me@income. It also saves you time by eliminating the wait for SMS OTPs. Additionally, you can log in securely to me@income, even when in use overseas.

  • Q:How do I get started with SingPass Mobile?

    A:
    1. Download the SingPass Mobile app from the official Apple App Store or Google Play Store. Check that the app developer is Government Technology Agency.
    2. Complete a one-time setup.
    3. You are now ready to log in to me@income via SingPass Mobile.

    Need more guidance? Follow this step-by-step instructional guide here, or refer to these FAQs here.

  • Q:How do I use SingPass Mobile to log in to me@income?

    A:

    After you have activated SingPass Mobile on your mobile device, you can start using the app to log in to me@income right away. Here’s how it works:

    1. Launch the SingPass Mobile app and scan the QR code on the me@income homepage using the app’s QR code scanner.
      (If you’re logging in on a mobile device, tap on the QR code to launch SingPass Mobile.)
    2. Confirm your log in request.
    3. Verify your identity using your fingerprint, face recognition or 6-digit passcode, and you will be logged in to me@income.

    Watch this how-to video for more information. 

    For more help with logging in to me@income, you may call our Customer Service at 6788 1777 (Mon-Fri 8:30am to 6:30pm) or submit your request to us via our online form.

me@income FAQ – Policy Transactions
  • Q:How do I change the payment frequency for my policy via me@income?

    A:

    The function “Change payment frequency” allows you to view and change your payment frequency via me@income. However, this is only applicable for Life Insurance policies excluding Investment-Linked policies (ILP).

    To submit change of payment frequency, go to “iManage”, select “Change payment frequency”. Please ensure your personal information is updated before proceeding as an email acknowledgement will be sent to your registered email address upon successful submission of your request.

  • Q:How do I retrieve my policy documents via me@income?

    A:

    After logging in to your account, select the policy you wish to view or retrieve the policy document. In the policy details page, click “View policy document” to download and retrieve the PDF copy of your policy document.

    Please note that “View policy document” function is only available for the following policy types:

    • Life insurance (policies purchased after 26 Sept 2019)

    • Motor Insurance 

    To request for Life policy document that was purchased 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.

  • Q:How do I change the payment method for my IncomeShield policy via me@income?

    A:

    The function “Change payment method” allows you to update the payment method for your Life and Health Insurance policies. These are the current accepted payment methods via me@income:

    • Life insurance – GIRO application

    • Health Insurance – Medisave, Cash and Credit Card


    To change the payment method, click here and follow the steps below:

    1. Select the policy to change the payment method for

    2. Ensure your personal information is updated before proceeding

    3. Read and agree to the Important Notice and proceed to change payment method

    4. Review the changes before agreeing to the Declaration and Personal Data Use Statement


    An email acknowledgement will be sent to your registered email address upon successful submission of your request.


  • Q:How do I withdraw the deposited cash benefits including interest of my policy?

    A:

    The function “Withdraw Deposited Cash Benefits” is available if your policy has a deposited coupon.

    Upon successful log-in, select the policy you wish to withdraw cash benefit from. In the policy details page, scroll down to “My benefits” section and click “Withdraw Deposited Cash Benefits”. Please ensure your personal information is updated before proceeding. 

    Kindly provide us your preferred withdrawal option by selecting full or partial withdrawal, followed by preferred payment option by selecting repay to own policies’ loans and/or outstanding premiums, cheque or bank crediting.

     You may be required to submit the following document(s):

    • Copy of your NRIC (front and back)

    • Copy of your bank book or recent bank statement showing your name, bank name and account number


    An SMS and email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.


  • Q:How do I request to change the cash benefit option?

    A:

    Update of cash benefit option via me@income serves as a standing instruction for all future cash benefit option, except for Anticipation policy. The request has to be submitted 21 days before the cash benefit due date. Otherwise, the change will only be effected on next cash benefit due date. Upon successful log-in, select the policy you wish to change the benefit option for. In the policy details, scroll down to “My benefits” section and click “Change Cash Benefit Mode”. Please ensure your personal information is updated before proceeding to provide us your preferred payment option by selecting repay to own policies’ loans and/or outstanding premiums, cheque or bank crediting. 

     

    You may be required to submit the following document(s):

    • Copy of your NRIC (front and back)

    • Copy of your bank book or recent bank statement showing your name, bank name and account number


    An SMS and email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.

  • Q:How do I request for the maturity proceeds to be credited to my bank account?

    A:

    The function “Pay maturity proceeds to bank a/c” will be made available 2 months before the policy matures.

    After logging in, select the policy that is due to mature. In the policy details page, click “Pay maturity proceeds to bank a/c”. Please ensure your personal information is updated before proceeding. Kindly provide bank details and upload a copy of your bank book or bank statement showing your name, bank name and account number along with your request. 

    You may also be required to submit a copy of your NRIC (front and back).

    An SMS and email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.

  • Q:How do I apply for a policy loan via me@income?

    A:

    Upon successful log-in, select the policy you wish to apply policy loan from. In the policy details page, click “Request for Policy Loan”. Please ensure your personal information is updated before proceeding. 

    You will need to provide us the loan amount you wish to apply, followed by your preferred payment option by selecting either “Cheque” or “Direct crediting into my bank account”. You may also be required to submit the following document(s):

    • Copy of your NRIC (front and back)
    • Copy of your bank book or recent bank statement showing your name, bank name and account number

    Please review your loan request before the submission. You will also need to ensure that you have read and understood the Important Notice, Terms and Conditions, Personal Data Use Statement and Declarations.

    An SMS and email acknowledgement will be sent to your registered email address and mobile number upon successful submission of your request.