Frequently Asked Questions

Enhanced IncomeShield

Classic Care Rider
  • Q:How do I claim for Extra Bed Benefit?

    A:

    Your insured child must be age 18 or younger during the stay in hospital and the insured’s parent or guardian stayed and shared in the same room. We will pay up to 10 days for each stay in hospital. If the insured is in the hospital for only part of a day, we will pay half of this benefit for that day.

  • Q:How does the co-payment limit apply for Classic Care Rider?

    A:

    If the treatment is provided by our panel^, the maximum co-payment per policy year is up to $3000.

    If you are claiming for pre-hospitalisation treatment, post-hospitalisation treatment or special benefits (if it applies), we will not apply the co-payment limit if the treatment during the insured’s stay in hospital is not provided by our panel^.

    If you are claiming for consultation fees, medicines, examinations or tests for the main outpatient hospital treatment that is covered under your policy, we will apply the co-payment limit only if the main outpatient hospital treatment is provided by our panel^.

    For each claim that meets the limits on special benefits (if it applies) or the limit for each policy year of your policy, the co-payment for that claim will not be added towards the co-payment limit of $3,000 for each policy year.

    When the insured is under the care of more than one registered medical practitioner or specialist for their stay in hospital or the main outpatient hospital treatment under your policy, we will apply the co-payment limit as long as the main treating registered medical practitioner or specialist (shown in the hospital records as the principal doctor) is part of our panel^.


    ^Panel means a registered medical practitioner, specialist, hospital or medical institution on our approved list for your policy. You can find the relevant approved list at www.income.com.sg. We may update this list from time to time.

  • Q:What are the benefits for Classic Care Rider?

    A:

    The benefits are as shown in the table.

    Benefits Panel^ Non-panel
    Deductibles and co-insurance Does not apply
    Co-payment 10% of the benefits due under your policy
    Co-payment limit (each policy year) Up to $3,000 No limit
    Additional non-panel payment (each policy year) Does not apply Up to $2,000
    Extra bed benefit Refund up to $80 per day (up to 10 days for each hospital stay) if the parent/guardian stays in the hospital with the insured child (aged 18 or younger)

    ^Panel means a registered medical practitioner, specialist, hospital or medical institution on our approved list for your policy. You can find the relevant approved list at www.income.com.sg. We may update this list from time to time.

  • Q:What is Classic Care Rider?

    A:

    Classic Care Rider is a rider attached that covers the deductible and co-insurance parts of your Enhanced IncomeShield plans.

    Classic Care Rider is not available to Enhanced C policyholders. Please contact your adviser or customer service hotline 6332 1133 for more information.

    While this rider is in force, there is no deductible or co-insurance due under your policy. However, you will have to make a co-payment and an additional non-panel payment (if it applies) for each claim.

  • Q:When will I need to make an additional-panel payment?

    A:

    If the treatment during the insured’s stay in hospital is not provided by our panel^, you will have to make an additional non-panel payment of up to $2,000 in each policy year for your claims for inpatient hospital treatment, pre-hospitalisation treatment, post-hospitalisation treatment or special benefits (if it applies).

    When there is more than one treating registered medical practitioner or specialist for the insured’s stay in hospital, we will apply the additional non-panel payment as long as the main treating registered medical practitioner or specialist (shown in the hospital records as the principal doctor) is not part of our panel^.

    For each stay in hospital of 12 months or less that is not provided by our panel^, the maximum additional non-panel payment for one policy year is $2,000 (even if the stay in hospital runs into the next policy year). If the stay in hospital is for a continuous period of more than 12 months but less than 24 months, you must also pay the maximum additional non-panel payment of $2,000 for the next policy year. And, for each further period of 12 months or less that the stay in hospital extends for, you must pay the maximum additional non-panel payment of $2,000 for one extra policy year.


    ^Panel means a registered medical practitioner, specialist, hospital or medical institution on our approved list for your policy. You can find the relevant approved list at www.income.com.sg. We may update this list from time to time.

Deluxe Care Rider
  • Q:How do I claim for Extra Bed Benefit?

    A:

    Your insured child must be age 18 or younger during the stay in hospital and the insured’s parent or guardian stayed and shared in the same room. We will pay up to 10 days for each stay in hospital. If the insured is in the hospital for only part of a day, we will pay half of this benefit for that day.

  • Q:How does the co-payment limit apply for Deluxe Care Rider?

    A:

    If the treatment is provided by our panel^, the maximum co-payment per policy year is up to $3000.

    If you are claiming for pre-hospitalisation treatment, post-hospitalisation treatment or special benefits (if it applies), we will not apply the co-payment limit if the treatment during the insured’s stay in hospital is not provided by our panel^.

    If you are claiming for consultation fees, medicines, examinations or tests for the main outpatient hospital treatment that is covered under your policy, we will apply the co-payment limit only if the main outpatient hospital treatment is provided by our panel^.

    For each claim that meets the limits on special benefits (if it applies) or the limit for each policy year of your policy, the co-payment for that claim will not be added towards the co-payment limit of $3,000 for each policy year.

    When the insured is under the care of more than one registered medical practitioner or specialist for their stay in hospital or the main outpatient hospital treatment under your policy, we will apply the co-payment limit as long as the main treating registered medical practitioner or specialist (shown in the hospital records as the principal doctor) is part of our panel^.


    ^Panel means a registered medical practitioner, specialist, hospital or medical institution on our approved list for your policy. You can find the relevant approved list at www.income.com.sg. We may update this list from time to time.

  • Q:What is Deluxe Care Rider?

    A:

    Deluxe Care Rider is a rider that covers the deductible and co-insurance parts of your Enhanced IncomeShield plans (applicable to Preferred, Advantage and Basic).

    Deluxe Care Rider is not available to Enhanced C policyholders. Please contact your adviser or customer service hotline 6332 1133 for more information.

    While this rider is in force, there is no deductible or co-insurance due under your policy. However, you will have to make a co-payment for each claim.

  • Q:What are the benefits for Deluxe Care Rider?

    A:

    The benefits are as shown in the table.

    Benefits Panel^ Non-panel
    Deductibles and co-insurance Does not apply
    Co-payment 5% of the benefits due under your policy
    Co-payment limit (each policy year) Up to $3,000 No limit
    Additional non-panel payment (each policy year) Does not apply $0#
    Extra bed benefit Refund up to $80 per day (up to 10 days for each hospital stay) if the parent/guardian stays in the hospital with the insured child (aged 18 or younger)

    ^Panel means a registered medical practitioner, specialist, hospital or medical institution on our approved list for your policy. You can find the relevant approved list at www.income.com.sg. We may update this list from time to time.

    #We may apply an additional non-panel payment to this rider at the renewal date by giving you at least 30 days’ notice.

MediShield Life and Enhanced IncomeShield
  • Q:What is MediShield Life?

    A:

    MediShield Life is a compulsory national health insurance for all Singapore Citizens and Permanent Residents providing better protection than MediShield.

    MediShield Life offers:

    • Better protection and higher payouts, so that patients pay less MediSave/cash for large bills
    • For All Singapore Citizens and Permanent Residents, including the very elderly and those who have pre-existing illnesses
    • For Life
  • Q:What is an Integrated Shield Plan (IP)?

    A:

    An Integrated Shield Plan (IP) consists of two parts – the MediShield Life portion which is managed by the Central Provident Fund (CPF) Board and an additional private insurance coverage portion offered by a private insurer.

    The MediShield Life portion is designed for Class B2/C wards stays in public hospitals. The additional insurance coverage offered by the private insurer will increase your level of protection beyond medical care provided at Class B2/C wards in public hospitals.

    Enhanced IncomeShield are IPs offered by Income.

  • Q:I feel that MediShield Life gives me sufficient coverage. Should I keep my Enhanced IncomeShield cover?

    A:

    The MediShield Life portion is designed to cover treatment in Class B2/C wards in public hospitals and pays only up to MediShield Life benefit limits, when you stay in higher class wards in public hospitals or private hospitals. With lower or no government subsidies, treatments at higher class wards in public hospitals or private hospitals are more expensive.

    Enhanced IncomeShield helps to provide Singapore Citizens and Permanent Residents who wish to stay in higher ward classes with additional coverage so that policyholders can be more adequately protected.

    Enhanced IncomeShield also covers you for certain benefits that are not included under MediShield Life. This includes coverage for pre- and post-hospitalisation expenses, emergency overseas treatment, and the option to purchase riders to cover deductibles and co-insurance. With these benefits, Enhanced IncomeShield takes care of your hospital and surgical expenses and provides you with peace of mind while you recuperate. With higher benefits, Enhanced IncomeShield premiums are also higher than MediShield Life premiums.

    We encourage you to decide on a plan that meets your needs, taking into consideration your preferred ward class and level of benefits, and affordability of premiums over the long-term.

  • Q:Is there duplicate coverage between MediShield Life and Enhanced IncomeShield and do I have to pay double premiums?

    A:

    There is no duplicate coverage between MediShield Life and Enhanced IncomeShield.

    Policyholders covered under Enhanced IncomeShield will enjoy the combined benefits of MediShield Life which provides hospitalisation coverage targeted at Class B2/C wards and the additional private insurance coverage targeted at higher class wards in public or even private hospitals depending on your plan.

    Your Enhanced IncomeShield premium is made up of the MediShield Life premium and an additional private insurance coverage premium. Hence, you are not paying double premiums.

  • Q:Are Enhanced IncomeShield policyholders eligible for premium subsidies?

    A:

    Enhanced IncomeShield policyholders will receive the applicable MediShield Life subsidies for the MediShield Life portion.

  • Q:With MediShield Life now providing universal coverage, would my Enhanced IncomeShield also cover my pre-existing conditions?

    A:

    MediShield Life is able to cover pre-existing conditions because the cost of providing such coverage is shared among those with pre-existing conditions, the community and the government, which bears the bulk of the costs (about 75%). 

    Unlike MediShield Life, private insurers are unable to provide cover for pre-existing conditions. Hence, these pre-existing conditions will continue to be excluded from the additional private insurance coverage portion under your Enhanced IncomeShield.

  • Q:Are riders (Deluxe Care Rider and Classic Care Rider) part of Enhanced IncomeShield policy? How are riders relevant to MediShield Life?

    A:

    Riders are not part of Integrated Shield plans (IPs), as they are not approved by Ministry of Health (MOH) for MediSave use.

    Riders are complementary products introduced by private insurers to cover the co-insurance and deductible portions of your bill when you make a claim under your Integrated Shield Plan (IP). Some riders also provide additional benefits e.g. cash benefits when you are hospitalised.

    As Riders are not MediSave-approved plans, policyholders will need to pay for them separately by cash.

  • Q:How do the changes to the MediSave withdrawal limit affect me?

    A:

    With the launch of MediShield Life, there will be two parts to MediSave’s use for IP premiums.

    • The first part is for MediShield Life premiums which can be fully payable by MediSave.
    • The second part is called the Additional Withdrawal Limit (AWLs), which is the maximum MediSave limit that you can use for your Enhanced IncomeShield’s additional private insurance coverage premiums.
    • If your additional private insurance coverage premium costs more than the AWL, you will have to pay the balance in cash. You can refer to the Cash Outlay indicated in your payment notice letter. With the new AWLs, Singaporeans will be able to use the same amount or more of their MediSave to pay the additional private insurance coverage component of their IP premiums than before. This is provided that there is no change in plans or age bands.
Product Coverage
  • Q:What is Deductible and Co-insurance?

    A:

    Deductible is the amount that you will need to pay first before any claim is payable. Co-insurance is the amount that you need to co-insure after the Deductible is met.

  • Q:If I develop a medical condition a few years after my insurance has started, will my insurance coverage be affected?

    A:

    No, Enhanced IncomeShield is guaranteed renewable for a lifetime. This means that after you have been accepted, any change to your health status does not affect your current insurance coverage.

  • Q:Where can I find more information about the treatments covered under my plan?

    A:

    You can access our health coverage tool here to find out if your treatment is covered under your plan and get helpful information you need to file your claims. All claims submitted are subjected to review in accordance with the terms and conditions of the policies.

Applying For Enhanced IncomeShield
  • Q:Can I have more than one Integrated Shield Plan?

    A:

    No, you can only be insured under one Integrated Shield Plan at any point in time. Your current Integrated Shield Plan will be automatically terminated upon commencement of a new Integrated Shield Plan.

  • Q:If another insurer is willing to accept my application at a more favourable status, will Income change its decision?

    A:

    Income will apply its own guidelines on the assessment of risks. If you have any additional information about your health, you may give this to us for a review of our earlier decision.

  • Q:I was covered under Enhanced IncomeShield with exclusion for a few years. In my recent regular medical check-up, my doctor mentioned that my medical condition had improved and is within the normal range. Can I request for a re-assessment to have my exclusion removed?

    A:

    Yes, you can submit your medical reports to us for our review. If the medical reports submitted do not have sufficient information, we may request for more information. We reserve the right to maintain our initial decision if the improvement of the medical condition does not meet our underwriting guidelines.

Upgrading to Enhanced IncomeShield
  • Q:How do I upgrade my plan?

    A:

    For existing IncomeShield policyholders, you can choose to upgrade your plan to enjoy better benefits at your convenience online.

    You will need to meet the entry requirements (e.g. maximum entry age) of the plan you wish to upgrade to. Any upgrade of plans will require underwriting.

  • Q:I upgraded to a higher plan with exclusion of certain medical conditions. Will I lose the cover for these medical conditions that were previously covered?

    A:

    No, you will continue to enjoy cover up to the benefit limits of your previous plan for these medical conditions. For your upgraded plan, you will be covered for any other medical conditions that you are not excluded from.

  • Q:Do I need to wait till my renewal for the upgrade to be effective?

    A:

    No, upon approval of your upgrade application, we will issue you a new policy contract. The change will take effect on the start date indicated on your policy contract. To upgrade to Enhanced IncomeShield plans, you need to be 75 years old and below (age next birthday).

  • Q:What will happen to my existing cover if I request for an upgrade of plan?

    A:

    Upon a request to upgrade your plan, the current policy will be terminated and a new set of policy document will be issued to you. Any unused premiums from the terminated policy will be refunded to you through your respective mode of payment.

  • Q:Why is the same policy number used for my upgraded plan?

    A:

    We are using the same policy number for your new plan as it is essentially a conversion or upgrade of plan. This will make it easier for you to remember your policy number.

  • Q:I have upgraded my plan recently. Can I upgrade again to a higher plan?

    A:

    If you wish to upgrade to a higher plan after your first upgrade, you can do so after 40 days from the start date of your upgraded plan.

  • Q:I have already upgraded to a higher plan but have yet to receive my pro-rated refund for the previous plan. Why is this so?

    A:

    The refund of your pro-rated premium for your previous plan can only be processed after CPF Board confirms on the activation of your upgraded plan. Furthermore, refunds are processed in batches. Therefore, your refund for your previous plan and your premium deduction for your upgraded plan may not coincide.

  • Q:I submitted my upgrade form together with my whole family. Why am I the only one to receive the Enhanced IncomeShield policy contract?

    A:

    Each insured person is issued an individual insurance policy. Therefore, each upgrade is processed independently and may result in a time difference when receiving your policy contracts.

  • Q:I submitted an application to upgrade my plan. Can I change my mind to upgrade my plan later?

    A:

    Yes, you can. However, you should note that re-application will be subject to Income’s underwriting and acceptance.

Applying for IncomeShield Riders
  • Q:Can I, as the insured person, purchase two or more Riders for myself?

    A:

    You are only able to purchase either Deluxe Care Rider or Classic Care Rider.

  • Q:If I have an Enhanced IncomeShield policy, how do I apply for a new Rider?

    A:

    Please call our hotline at 6332 1133 or visit any of our branches to find out more.

    • If you are upgrading or adding Riders to Enhanced IncomeShield plans (Enhanced Preferred/Advantage/Basic).
    • If you are keen to add the new Riders to Enhanced C, it is not available. Please contact your adviser or call our customer service hotline for more information.

    If the start date of the new Rider is not aligned with the Enhanced IncomeShield policy renewal date, a pro-rated premium will be charged for the new Rider. Upon the renewal of the Enhanced IncomeShield policy, the Rider renewal dates will be aligned with that of the Enhanced IncomeShield policy.

  • Q:Are the exclusions under the IncomeShield main plan applicable for the Riders?

    A:

    All the exclusions under the IncomeShield plan will apply to the Riders. Additional exclusions under the Riders will be specified under the Rider contract.

Others
  • Q:I am currently under an Integrated Shield Plan with Income. What will happen to my MediShield Life cover if my Enhanced IncomeShield plan is terminated?

    A:

    If you are a Singapore Citizen or Permanent Resident, even though you have terminated your Enhanced IncomeShield plan, you will continue to be covered under MediShield Life.

    We would like to highlight that by terminating your Enhanced IncomeShield plan, you will need to re-apply if you wish to be covered in the future. The acceptance of your new application will be subject to Income’s underwriting and acceptance. Before you terminate the cover, we hope that you will reconsider your decision as it is important for you to have catastrophic medical insurance coverage to help defray part of the large medical bills in the event of a serious illness or prolonged hospitalisation.

  • Q:If I have terminated my Enhanced IncomeShield/IncomeShield plan earlier and decide to sign up again, will I be entitled to the same coverage regardless of the health conditions developed after the termination?

    A:

    Your re-application for Enhanced IncomeShield will be subject to Income’s underwriting and acceptance. Depending on the underwriting assessment, your application may be:

    • Accepted at standard terms
    • Accepted with exclusions on any pre-existing medical conditions
    • Postpone or Decline
  • Q:I am currently receiving Additional Premium Support (APS) from the Government. Will I still receive APS if I am insured under Enhanced IncomeShield?

    A:

    Anyone who pays for, or is insured under Enhanced IncomeShield is not eligible for Additional Premium Support (APS) from the Government. ^

    If you are currently receiving APS to pay for your MediShield Life and/or CareShield Life premiums, and you choose to be insured under Enhanced IncomeShield, you will stop receiving APS. This applies even if you are not the person paying for Enhanced IncomeShield. In addition, if you choose to be insured under Enhanced IncomeShield, the person paying for Enhanced IncomeShield will stop receiving APS, if he or she is currently receiving APS.

    ^ APS is for families who need assistance with MediShield Life and/or CareShield Life premiums, even after receiving premium subsidies and making use of MediSave to pay for these premiums.

  • Q:How do I submit my IncomeShield claim?

    A:

    You may submit your claims via me@income. For more information on our claim process and other channels to submit your claims, find out more here.