Frequently Asked Questions

IncomeShield Standard Plan

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 panel1 or extended panel2, the co-payment limit 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 panel1 or extended panel2.

    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 panel1 or extended panel2.

    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 panel1 or extended panel2.

    For each stay in hospital of 12 months or less, where the treatment is provided by our panel1 or extended panel2, you must pay the co-payment (up to a maximum of $3,000) for one policy year (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 up to the maximum co-payment 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 co-payment for one extra policy year.

    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.
     


    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

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

    A:

    The benefits are as shown in the table.

    Benefits Our panel1 Extended panel2 Others3
    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)

    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.


    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

    3Others means registered medical practitioners, specialists, hospitals or medical institutions that are not our panel1 or extended panel2.

  • Q:What is Classic Care Rider?

    A:

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

    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 provided by a registered medical practitioner or specialist who is not from our panel1 or is from the extended panel2, 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). You must pay the co-payment followed by the additional non-panel payment. We will only pay the amount of your claim which is more than the total of the co-payment and the additional non-panel payment.


    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 from our panel1 or is from the extended panel2.


    For each stay in hospital of 12 months or less that is provided by a registered medical practitioner or specialist who is not from our panel1 or is from the extended panel2, you must pay the additional non-panel payment of up to $2,000 for one policy year (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 additional non-panel payment of up to $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 additional non-panel payment of up to $2,000 for one extra policy year.


    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.

    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

Deluxe Care Rider
  • Q:What is Deluxe Care Rider?

    A:

    Deluxe Care Rider is a rider that covers the deductible and co-insurance parts of your IncomeShield Standard Plan.

    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:What are the benefits for Deluxe Care Rider?

    A:

    The benefits are as shown in the table.

    Benefits Our panel1 Extended panel2 Others3
    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 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)

    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.


    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

    3Others means registered medical practitioners, specialists, hospitals or medical institutions that are not our panel1 or extended panel2.

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

    A:

    If the treatment during the insured’s stay in hospital is provided by a registered medical practitioner or specialist who is not from our panel1 or is from the extended panel2, 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). You must pay the co-payment followed by the additional non-panel payment. We will only pay the amount of your claim which is more than the total of the co-payment and the additional non-panel payment.


    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 from our panel1 or is from the extended panel2.


    For each stay in hospital of 12 months or less that is provided by a registered medical practitioner or specialist who is not from our panel1 or is from the extended panel2, you must pay the additional non-panel payment of up to $2,000 for one policy year (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 additional non-panel payment of up to $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 additional non-panel payment of up to $2,000 for one extra policy year.


    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.

    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

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

    A:

    If the treatment is provided by our panel1 or extended panel2, the co-payment limit 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 panel1 or extended panel2.

    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 panel1 or extended panel2.

    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 panel1 or extended panel2.

    For each stay in hospital of 12 months or less, where the treatment is provided by our panel1 or extended panel2, you must pay the co-payment (up to a maximum of $3,000) for one policy year (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 up to the maximum co-payment 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 co-payment for one extra policy year.


    1Panel or preferred partner means a:

    • registered medical practitioner;
    • specialist;
    • hospital; or
    • medical institution;

    approved by us. The lists of approved panels and preferred partners, which we may update from time to time, can be found at www.income.com.sg/specialist-panel. Our list of approved panels also includes all restructured hospitals, community hospitals and voluntary welfare organisations (VWO) dialysis centres.

    2Extended panel means a registered medical practitioner or specialist approved by us to provide coverage on the benefits in the rider. The registered medical practitioner or specialist must not be on our panel or preferred partners lists and must meet other criteria including being on another Integrated Shield Plan provider’s panel listing. The approved extended panel list, which we may update from time to time, can be found at www.income.com.sg/specialist-panel.

IncomeShield Standard Plan
  • Q:What is IncomeShield Standard Plan?

    A:

    IncomeShield Standard Plan is Income’s offering for Standard Integrated Shield Plan (Standard IP).

    Integrated Shield Plans (IPs) comprise two components – the MediShield Life component and additional private insurance coverage. Those covered under IPs enjoy the combined benefits of (i) MediShield Life, run by the Central Provident Fund (CPF) Board, and (ii) the additional private insurance coverage for Class A/B1 and private hospital stays, run by private insurers. IncomeShield is Income’s offering for IP.

    The Ministry of Health has worked with private insurers who offer IPs, including Income, to develop Standard IP to offer affordable coverage with similar benefits across all IP insurers for Class B1 wards. MediShield Life provides coverage for Class B2 and C wards only.

  • Q:Are the Standard IP benefits offered by all the IP insurers the same? How about the premiums?

    A:

    Benefits of Standard IP are standardised across all IP insurers. However, there will be variances in the premiums of Standard IPs offered by different IP insurers as each insurer takes into account the company’s estimation of claims and expenses, risk management policies and other relevant factors.

  • Q:Why does the Standard IP not provide additional benefits (e.g.: pre- and post-hospitalisation)?

    A:

    In designing the Standard IP, it was important to balance between providing adequate coverage and ensuring premiums remain affordable. The Standard IP was thus intended to be a “no-frills”, affordable product targeted at large hospital bills and selected costly outpatient treatments.

  • Q:MediShield Life provides universal coverage. Will IncomeShield Standard Plan also cover my pre-existing medical 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 be excluded from the additional private insurance coverage portion under your IncomeShield Standard Plan.

  • Q:If I am covered under IncomeShield Standard Plan, does this mean that I will no longer be covered for MediShield Life?

    A:

    If you are a Singapore Citizen and Permanent Resident, you will continue to be covered by MediShield Life even if you are covered under IncomeShield Standard Plan. This means that you will be enjoying the combined benefits of (i) MediShield Life, run by the Central Provident Fund (CPF) Board, and (ii) the additional private insurance coverage by Income for Class B1 hospital stay.

Applying for IncomeShield Standard Plan
  • 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.

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

    A:

    You may get in touch with us through your preferred mode of contact at www.income.com.sg/contact-us or visit any of our branches to find out more If you are upgrading or adding Rider to Enhanced IncomeShield plans (Enhanced Preferred/Advantage/Basic/Enhanced C) or IncomeShield Standard Plan.

    Note

    • You are not able to apply for an upgrade or add a new Rider to IncomeShield plans (Plan P/Plan A/Plan B/Plan C) as these plans are withdrawn. You may upgrade to our Enhanced IncomeShield plan or IncomeShield Standard Plan and upgrade or add Rider to these plans.
    • If the start date of the new Rider is not aligned with the Enhanced IncomeShield/IncomeShield Standard Plan’s policy renewal date, a pro-rated premium will be charged for the new Rider. Upon the renewal of the Enhanced IncomeShield/IncomeShield Standard Plan policy, the Rider renewal dates will be aligned with that of the Enhanced IncomeShield/IncomeShield Standard Plan policy.


  • 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:Are the exclusions under the Enhanced IncomeShield/IncomeShield/IncomeShield Standard Plan main plan applicable for the Riders?

    A:

    All the exclusions under the Enhanced IncomeShield/IncomeShield/IncomeShield Standard Plan will apply to the Riders. Additional exclusions under the Riders will be specified under the Rider contract.

Upgrading to IncomeShield Standard Plan
  • Q:How do I upgrade my Plan?

    A:

    For existing IncomeShield policyholders, you can choose to upgrade your plan to enjoy better benefit by completing and submitting the Enhanced IncomeShield Upgrade Form or IncomeShield Standard Plan Upgrade Form to us at healthcare@income.com.sg, or you can speak to your adviser.

    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 have existing Riders with my Enhanced IncomeShield/IncomeShield plans. Will I still have my Riders if I switch to IncomeShield Standard Plan?

    A:

    Your existing Riders will continue to be attached to your upgraded plan. However, the Rider premiums under your upgraded plan may be higher.

  • 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.

  • 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: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 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.

  • Q:I submitted my upgrade form together with my whole family. Why am I the only one to receive the IncomeShield Standard Plan 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.

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

    A:

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


    We would like to highlight that by terminating your Enhanced IncomeShield/IncomeShield/IncomeShield Standard 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:I am currently receiving Additional Premium Support (APS) from the Government. Will I still receive APS if I am insured under IncomeShield Standard Plan?

    A:

    Anyone who pays for, or is insured under IncomeShield Standard Plan 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 IncomeShield Standard Plan, you will stop receiving APS. This applies even if you are not the person paying for IncomeShield Standard Plan. In addition, if you choose to be insured under IncomeShield Standard Plan, the person paying for IncomeShield Standard Plan 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 My Income. For more information on our claim process and other channels to submit your claims, find out more here.

  • Q:If I have terminated my Enhanced IncomeShield/IncomeShield/IncomeShield Standard 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/IncomeShield/IncomeShield Standard Plan 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