Frequently Asked Questions

DIRECT Star Classic Protect

Product Coverage
  • Q:What is DIRECT Star Classic Protect?

    A:

    DIRECT Star Classic Protect is a participating regular premium whole life plan that provides protection against death, terminal illness and total and permanent disability (before the age of 65).


    This is a Direct Purchase Insurance (DPI) product with no financial advice provided. The product is only available if you buy direct from us, it is not available for sale through all other distribution channels of Income.

Death Benefit
  • Q:What is the death benefit payable?

    A:

    Upon death of the insured during the term of the policy, we will pay the sum assured plus accumulated bonuses if any, and the policy will cease after the benefit is paid.

  • Q:What are the exclusion(s) for death benefit?

    A:

    We will not pay the death benefit if the insured commits suicide within one year from the date:

    • we issue the policy
    • we issue an endorsement to include or increase a benefit; or
    •  we reinstate the policy;

    whichever is latest. 


    The policy will cease with immediate effect and we will refund the total premium paid, without interest, less any payout and any amount you owe us, from the cover start date.


    The benefit is also not payable if the insured has a material pre-existing condition which was not disclosed upon application of this policy.

Terminal Illness (TI) Benefit
  • Q:What is the TI benefit payable?

    A:

    Upon diagnosis of the insured with TI during the term of the policy, we will pay the sum assured plus accumulated bonuses if any, and the policy will cease after the benefit is paid.

  • Q:What is the meaning of terminal illness (TI)?

    A:

    Terminal illness (TI) means an illness which, in the opinion of the registered medical practitioner involved and a registered medical practitioner we have appointed, is highly likely to lead to death within 12 months. However, we will exclude terminal illness in the presence of human immunodeficiency virus (HIV).


    Registered medical practitioner means a doctor who is qualified in western medicine and is legally licensed in Singapore or has the qualifications recognised by the Singapore Medical Council.

  • Q:What are the exclusion(s) for TI benefit?

    A:

    We will not pay this benefit if your claim arises from:

    • deliberate acts such as self-inflicted injuries, illnesses or attempted suicide; or
    • unlawful acts, provoked assault, or deliberate exposure to danger; or
    • the effects of alcohol, drugs or any dependence.


    The benefit is also not payable if the insured has a material pre-existing condition which was not disclosed upon application of this policy.

Total and Permanent Disability (TPD) Benefit
  • Q:What is the TPD benefit payable?

    A:

    Upon the diagnosis of the insured with a TPD (before the age of 65) during the term of the policy, we will pay the sum assured and accumulated bonus (if any).


    Any policy loan and interest will be deducted from the benefit amount payable.


    The policy terminates thereafter.

  • Q:What is the definition of TPD and Total physical loss?

    A:

    TPD is defined as the complete and continuous inability of the insured to take part in any paid work for the rest of the insured’s life, or total physical loss.


    The insured must be incapable of engaging in any occupation when he is totally and permanently disabled. We do not pay if the insured is merely unable to perform the same job as before, or is unable to perform a job to which his training, education or experience is suited.


    "Total physical loss" means:

    • the total and permanent loss of sight in both eyes;
    • the loss of, or total and permanent loss of use of, two limbs at or above the wrist or ankle; or
    • the total and permanent loss of sight in one eye and the loss of, or total and permanent loss of use of, one limb at or above the wrist or ankle.
  • Q:What are the exclusion(s) for TPD benefit?

    A:

     We will not pay this benefit if your claim arises from:

    1. deliberate acts such as self-inflicted injuries, illnesses or attempted suicide;
    2. unlawful acts, provoked assault, or deliberate exposure to danger; or
    3. the effects of alcohol, drugs or any dependence.


    We will also not pay this benefit unless the insured is certified by a registered medical practitioner to have been totally and permanently disabled for at least six months in a row.

DIRECT Dread Disease Rider for Whole Life
  • Q:What is this rider?

    A:

    This rider can be attached to DIRECT Star Classic Protect policy to provide additional dread disease cover. Application is subject to underwriting and additional premiums are payable for this rider to be added.


    This rider pays out the sum assured of the main plan plus accumulated bonuses if any, when the insured is diagnosed with a specified dread disease except for angioplasty and other invasive treatment for coronary artery. If the insured undergoes angioplasty and other invasive treatment for coronary artery during the term of the rider, we will pay 10% of the sum assured of the main plan plus accumulated bonuses if any, subject to a maximum of S$25,000.


    Any payment made under this rider will form an accelerated payment, and reduce the sum assured and any bonuses of the main plan. The main plan and this rider will end when the sum assured reach zero. 

  • Q:Should I buy a dread disease rider for my DPI?

    A:

    This rider pays out a benefit (as described in the point above) when insured is diagnosed with a specified dread disease covered under the rider.

    This payout may ease your financial burden as treatments and medication can be costly and insured may not be able to work due to the dread disease. It is important to note that whenever we make an accelerated payment on this rider, the sum assured and any bonuses of the main plan will be reduced by the same amount. The main plan and this rider will end when the sum assured reach zero.


    There is a total of 30 dread diseases that are covered under the rider. For more information on the dread diseases covered, please refer to http://www.moneysense.gov.sg/dpi. You can also refer to the policy contract for detailed definition of each dread disease as you will receive a payout under the rider only if the illness falls within the definition stated in the contract.


    Additional premiums are payable for this rider to be added. You will need to consider whether you can afford the additional premiums and whether your insurance needs can be better met with the addition of this rider.

  • Q:What are the dread diseases being covered?

    A:

    The 30 specified dread diseases are:

    No.Name of Dread DiseaseNo.Name of Dread Disease
    1Major Cancer16Muscular Dystrophy
    2Heart Attack of Specified Severity17Idiopathic Parkinson’s Disease
    3Stroke with Permanent Neurological Deficit18Open Chest Surgery to Aorta
    4Coronary Artery By-Pass Surgery19Alzheimer’s Disease / Severe Dementia
    5End Stage Kidney Failure20Fulminant Hepatitis
    6Irreversible Aplastic Anaemia21Motor Neurone Disease
    7End Stage Lung Disease22Primary Pulmonary Hypertension
    8End Stage Liver Failure23HIV Due to Blood Transfusion and Occupationally Acquired HIV
    9Coma24Benign Brain Tumour
    10Deafness (Irreversible Loss of Hearing)25Severe Encephalitis
    11Open Chest Heart Valve Surgery26Severe Bacterial Meningitis
    12Irreversible Loss of Speech27Angioplasty & Other Invasive Treatment for Coronary Artery
    13Major Burns28Blindness (Irreversible Loss of Sight)
    14Major Organ / Bone Marrow Transplantation29Major Head Trauma
    15Multiple Sclerosis30Paralysis (Irreversible Loss of Use of Limbs)

    The full definition of each dread disease covered and the circumstances in which you can claim are stated in the policy contract.

  • Q:What are the exclusion(s) for dread disease benefit?

    A:

    We will not pay this benefit if your claim arises from:

    • deliberate acts such as self-inflicted injuries, illnesses or attempted suicide;
    • deliberate misuse of drugs or alcohol;
    • acquired immunodeficiency syndrome (AIDS), AIDS-related complex or infection by human immunodeficiency virus (HIV), except as stated under HIV due to blood transfusion and occupationally acquired HIV; or
    • major cancers, heart attack, coronary artery by-pass surgery, or angioplasty and other invasive treatment for coronary artery, where the insured was diagnosed with the disease within 90 days from the cover start date. For coronary artery by-pass surgery and angioplasty and other invasive treatment for coronary artery, the date of diagnosis shall refer to the date of diagnosis of the medical condition that leads to the surgical procedure, and not to the date of surgical procedure. 
Cash Value & Bonuses
  • Q:Is there any cash value for this policy?

    A:

    Yes, the main plan has cash value when premiums have been paid for at least two years.

  • Q:Is there any cash value for the rider, if added to this policy?

    A:

    No, there is no cash value for the rider.

  • Q:Is this policy eligible for any bonus?

    A:

    Yes, this policy is eligible for bonuses. There are two types of bonuses:

    • “Annual” or “reversionary” bonus is added to the policy each year.
    • “Terminal” or “special” bonus is an extra bonus that we pay at the time of claim or when you surrender your policy.


    Bonuses are not guaranteed. They are recommended by our Appointed Actuary and approved by our Board of Directors.

    Bonus pay-outs to policyholders are primarily influence by the performance of the Life Participating Fun (Par Fund). The Fund’s performance is predominantly driven by factors such as the investment returns of the Par Fund, its expenses and claims experience. Aligned to industry practice, Income is safeguarding policyholders’ interest by allocating 90% of Par Fund surpluses to them. This means for every $9 distributed to policyholders, only a maximum of $1 is allocated to shareholders.

  • Q:Can I take a policy loan?

    A:

    Yes, you can take a policy loan on your main plan subject to the prevailing terms and conditions.

    A policy loan cannot be taken on the rider, if added to the main plan. 

Eligibility & Premium Payment
  • Q:What are the policy term and entry age available?

    A:

    The available policy term and entry age are as follows:

    Premium TermMinimum Entry Age (Last Birthday)Maximum Entry Age (Last Birthday)
    Up to age 69 (Last Birthday)1859
    Up to age 84 (Last Birthday)1864
  • Q:Are premium rates guaranteed?

    A:

    Premium rates for the main plan are guaranteed throughout the policy term.

    Premiums for the dread disease rider are not guaranteed. We will give you 6 months’ notice before making any change. 

  • Q:What is the minimum and maximum sum assured for this policy?

    A:

    The minimum sum assured for DIRECT Start Classic Protect is S$50,000 per policy and the total maximum sum assured per insured is S$200,000.


    Please also note that the maximum sum assured for all DPIs per insured is S$400,000 per insurer.

  • Q:What are the premium payment frequencies available?

    A:

    You can choose to pay your premiums monthly, quarterly, half-yearly or yearly.

Application Process
  • Q:Will there be any financial advice given on my needs and suitability of this product?

    A:

    No, this product is only available to customers who are buying direct from us without any financial advice.

  • Q:How do I apply for DPI?

    A:

    Kindly apply personally at any of our specified Client Advisory Centres listed in the relevant FAQ below during operating hours. A Client Adviser will be assigned to assist you in the application of DPI.   The Client Adviser will provide you the following documents for application of DPI:

    1. Benefit illustration and product summary
    2. Application form and additional health questionnaire, if applicable
    3. Direct Purchase Insurance Fact Sheet and Checklist
    4. Fact Sheet Supplementary Form
    5. Nomination form
    6. GIRO form for premium deduction.

    If you are considered a Selected Client (refer to the relevant FAQ below for the  definition of Selected Client), it is recommended that you apply for DPI in the presence of a Trusted Individual (refer to the relevant FAQ below for the definition of Trusted Individual) Upon completing the above documents, the Client Adviser will assist you to submit documents and premium payment. We will need to make a photocopy of your NRIC (as well as your Trusted Individual’s, if applicable) as part of the documents required for application. We will keep you updated on the outcome of the application.

  • Q:What is the definition of Selected Client?

    A:

    A Selected Client is one who meets at least 2 of the following criteria:

    1. Aged 62 or older
    2. Not conversant in spoken or written English; or 
    3. Below GCE ‘O’ Level or ‘N’ Level certifications, or equivalent academic qualifications
  • Q:What is the definition of Trusted Individual?

    A:

    A Trusted Individual is defined as an individual who meets all of the following criteria:

    • At least aged 18;
    • Possess at least GCE ‘O’ or ‘N’ level certifications or equivalent academic qualifications;
    • Be proficient in spoken or written English; and
    • Be a person who has the trust of the Selected Client.
  • Q:Where are the Client Advisory Centre and operating hours?

    A:

    You may refer to our branch information here.

  • Q:Will my application be subject to underwriting?

    A:

    Yes, your application will be subject to underwriting. We will keep you informed on the outcome of the underwriting.

  • Q:When will the insurance coverage commence?

    A:

    Insurance coverage commences upon underwriting approval and receipt of premium payment. We will inform you of the date of commencement of cover in writing.

  • Q:Will there be any insurance coverage while the application is being processed?

    A:

    Yes, if premium payment is made, we will pay the sum assured if the insured dies as a result of an accident while we are processing the application.

  • Q:What are the methods of payment available?

    A:

    We offer the following payment methods for your convenience:

    1. By GIRO deduction
    2. By direct payment e.g. cheque, cash, NETS, credit card. Credit card payment is restricted to first premium payment for regular premium life insurance application. Subsequent premium payments have to be made using GIRO, cash or cheques.
    3. By internet banking, AXS, ATM or phone banking.

    We encourage payment by GIRO deduction for regular premium payment as it reduces the administrative work for all parties involved.

  • Q:What is the arrangement for GIRO deduction?

    A:

    The arrangements are as follows:

    1. GIRO Form
      1. You have to submit the GIRO form to authorise GIRO deduction.
      2. Kindly have the form verified by an insurance adviser / servicing staff before submission.
      3. If the account is operated by “thumbprint”, the GIRO form must also be verified by the bank before submission.
    2. Commencement
      1. After receiving the GIRO form, we will arrange with the bank to start the deduction as early as possible. This will usually take effect on the next or following month.
      2. We will inform you in writing as soon as the arrangement is confirmed.
    3.  Deduction Dates
      1. The deduction dates in each month are:
        • 1st attempt: 6th
        • 2nd attempt: 18th
      2. The deduction date will be rescheduled to the next working day if the 6th or 18th falls on Sunday or Public Holiday.
      3. We will send you a notice if any premium cannot be deducted due to insufficient funds in the account.
    4. Receipt We will not issue any receipt for premiums deducted through GIRO. The deduction will be shown in the bank statement.
  • Q:Can all types of credit card be used to make payment?

    A:

    Currently we only accept Master and Visa cards. Other cards such as Diners or American Express are not accepted.

    You may wish to note that debit cards are also not accepted.

  • Q:When will the premiums be deducted from credit card?

    A:

    Once the life insurance application has been approved and credit card details have been entered in our system, the premium will be deducted within 5 working days.

  • Q:Do I need to personally collect the policy document from Income?

    A:

    For your convenience, the policy document will be sent to you by post. Hence you do not need to collect it personally from us.

  • Q:Can I cancel the policy during free-look period?

    A:

    There is a 14-day free-look period during which you can evaluate if the policy meets your needs. In the event that you decide to give up the policy within the free-look period, we will refund you the premiums paid (less any incurred medical examination expenses).

    The 14-day free-look period will start seven days after we have posted the policy.

Policy Alteration
  • Q:Can I request for a change in premium payment frequency, e.g. from yearly to monthly?

    A:

    Yes, you can request for the change by contacting us via email at life.health@income.com.sg. Our staff will assist you to effect the change.


    You may wish to note that the change in payment frequency must coincide with the anniversary date of the policy.

  • Q:Can I nominate a beneficiary?

    A:

    Under the Insurance Act, if you effect a life insurance on your own life, you can nominate any person as a beneficiary to receive the insurance policy proceeds.