Frequently Asked Questions

BetterHealth

General Questions

  • Q:Why is Income providing these offers?

    A:

    We have collaborated with MHC BetterHealth to offer Income policyholders, advisors and employees access to primary care services that include teleconsultation and in-clinics visits. We will also be availing a complimentary $25,000 Personal Accident coverage for 6 months.

  • Q:What are the offers?

    A:

    Policyholders can enjoy the following benefits:

    -24/7 teleconsultation at $10 for standard teleconsultation from 0701 to 2359 daily. Additional S$20 after-hours surcharge for after-hours teleconsultation from 0000 to 0700 daily.

    -Choose a preferred timing to receive your medicine at $10 per delivery. 

    -Visit any of the 500-panel clinics islandwide, at $12.96 with GST/consultation.

    -Complimentary $25,000 Personal Accident coverage for 6 months. 

    -Up to 3 generations of family members can enjoy these benefits.

  • Q:Who are eligible to the offers?

    A:

    The offers are exclusive to all Income customers, advisors and employees only.

  • Q:I am an existing Income policyholder. How do I enjoy these offers?

    A:

    Our advisors will be reaching out to you to assist you with the enrollment process.

    Alternatively, you may also download the MHC BetterHealth App on Google Play Store or the App Store. Please input “income50” as the member code during your registration.

  • Q:Do I need to pay for these offers?

    A:

    No, these offers are complimentary to all Income policyholders, advisors and employees.

  • Q:My family members are not Income policyholders, advisors or employees. I have added my family member into my family tree, do they need to pay for these offers?

    A:

    No, these offers are complimentary to your family members.

  • Q:When will these offers expire?

    A:

    These offers are valid until 31 Dec’ 23.

  • Q: Who is MHC?

    A:

    MHC BetterHealth is our partner who will be providing teleconsultation services and access to their panel clinics.
    MHC BetterHealth is under the Ministry of Health’s (MOH) Licensing Experimentation and Adaptation Programme (LEAP) regulatory sandbox initiative launched in 2018.

Complimentary Personal Accident Plan

  • Q:What are the complimentary Personal Accident plan benefits?

    A:

    The complimentary Personal Accident plan benefits include $25,000 for accidental death and permanent disability. 

  • Q:Who is eligible for the complimentary Personal Accident plan?

    A:

    The individual must:

    a. hold a valid Singapore identification document such as a Singapore National Registration Identification Card (NRIC), Employment Pass, Work Permit, Long Term Visit Pass or Student Pass;

    b. be living or working in Singapore;

    c. be between 60 days old and 65 years old;

    d. sign up through the BetterHealth App.

See a doctor

  • Q:What do I need to start a teleconsultation?

    A:

    You will need a stable Wi-Fi/mobile data connection and a smartphone with a camera.

  • Q:What happens if the doctor determines that my condition is not suitable for teleconsultation?

    A:

    Our doctors will recommend you to visit the nearest clinic or hospital (if required) for a more thorough examination.

  • Q:How long will I need to wait before my teleconsultation begins?

    A:

    As individual consultation time varies, waiting time depends on the patients ahead of you in the online queue. BetterHealth endeavours to keep waiting times short and to ensure that you are attended to by a doctor within minutes.

    By activating the call back function in your settings, you will help us to retrieve your contact information so the next available doctor can give you a call at the next earliest timing.

    If we are unable to return your call within the next few hours, we recommend you to visit the nearest panel clinic. To locate a clinic, please refer to our User Guide – See a doctor.

  • Q:How do I obtain my Medical Certificate (MC) after completing my teleconsultation?

    A:

    You can download a soft copy of your MC via “My Visits” on the app.

  • Q:Will the digital MC and doctor’s notes be accepted?

    A:

    Under MOH telemedicine guidelines, all MCs (including digital) are legitimate as long as they are issued by SMC-registered doctors. As the MC is a computer-generated MC, the doctor’s signature is not required. The doctor’s name and MCR number are stated on the Digital MC as a form of authenticity.

  • Q:I am not in Singapore. Can I still use the BetterHealth teleconsultation services?

    A:

    Yes, you can. Our services are available at any location. Kindly note that only advisory and consultation services will be available as we do not have overseas medicine delivery services.

  • Q:How do I locate the panel clinic in my vicinity?

    A:

    To locate your panel clinic, please refer to our User Guide – See a doctor.

  • Q:How do I check if my preferred clinic is part of BetterHealth panel clinics?

    A:

    To locate your panel clinic, please refer to our User Guide – See a doctor. On the app, please key in your preferred clinic name on the search bar to verify if it is part of BetterHealth panel.

Using the BetterHealth App

  • Q:Why do I need to save my identification card details in the BetterHealth app?

    A:

    In line with best medical practices and teleconsultation guidelines, BetterHealth requests for your identification details as part of our one-time registration process. This allows us to accurately verify patient identity, ensure that medical care and treatment is provided to the right patient and maintain proper records. All personal information provided is strictly confidential.

  • Q:What are the available payment mode(s) on the BetterHealth app?

    A:

    The available payment modes are via debit/credit card.

    You will be prompted to link your debit/credit card during registration.

  • Q:What are the accounts available on BetterHealth?

    A:

    There are 3 types of Account:


    a. Main Account - The Income policyholder’s Account.

    The Main Account holder can build his/her family tree by adding their spouse, children, parents, siblings, and in-laws. The family members’ Account can exist as an Independent Account or Tagged Account.


    b. Independent Account – Suitable for an individual(s) above 18 years old and can consult a doctor independently.


    c. Tagged Account – Required for an individual(s) below 18 years old and needs to be accompanied during their consultation.


    To build your family tree, please refer to the User Guide – Family Tree.

  • Q:What is the purpose of the grant access feature?

    A:

    For greater convenience, you may grant access to your family members so that they are able to accompany your aged parents or children to see a doctor.

    To set up the grant access feature, please refer to our User Guide – Family Tree.

  • Q:Can my child(s) have their independent Account?

    A:

    If your child(s) is below 18 years old, their Account(s) have to be tagged under your Account.

    If your child(s) is 18 years old or above, their Account(s) can be created as an independent account.