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What you need to know
A non-integrated plan means that you only have IncomeShield protection. There is no MediShield Life coverage.
Check your policy documents for coverage on the treatment you seek and the ward you are entitled to.
It usually takes 14 working days to process your claim once all documents are received. For claims which require further clarification, we will need more time to process your claim. For such cases, we will keep you informed.
You will need to settle all outstanding bills upon discharge from the hospital or medical institution.
Your hospitalisation or surgery bills can be paid with the following methods:
- Cash or credit card
- CPF MediSave account (Upon admission, please sign the forms for the Medical Claims Authorisation Form (MCAF)
- IncomeShield Letter of Guarantee (LOG) – to assist with partial or full waiver of deposit. (For Inpatient and Day Surgery)
You can obtain a LOG by calling us at 6788 1777 or through hospital admission staff if you are getting treatment in a restructured hospital.
Inpatient hospital treatment in Singapore[1]
You will be covered for daily ward and treatment charges, surgical benefits (including day surgery) and inpatient hospital treatments as listed in schedule of benefits. Please refer to policy conditions for more details.
Outpatient hospital treatment in Singapore[1]
You will be covered for:
- Radiotherapy, Cancer Drug Treatment and Cancer Drug Services
- Kidney dialysis
- Approved immunosuppressant drugs for organ transplant, including cyclosporin, tacrolimus and other drugs approved under MediShield Life.
- Erythropoietin and other drugs approved under MediShield Life for chronic kidney failure.
- Parenteral bags and consumables necessary for administering long-term parenteral nutrition that meets the MediShield Life claimable criteria.
The points listed above are not exhaustive. Please refer to the policy terms and conditions for full details.
Pre- and post-hospitalisation treatment[1]
For Enhanced IncomeShield Preferred Plan:
- Expenses have to be incurred in Singapore within 180 days before the date of admission and within 365 days after the date they are discharged, for treatments provided by our panel.
- Expenses have to be incurred in Singapore within 100 days before the date of admission and within 100 days after the date they are discharged, for treatments not provided by our panel.
For all other Enhanced IncomeShield plans:
- Expenses have to be incurred in Singapore within 100 days before the date of admission and within 100 days after the date they are discharged.
- Treatment given before or after emergency overseas treatment is not covered.
For all IncomeShield plans:
- Expenses have to be incurred in Singapore within 90 days before the date of admission and within 90 days after the date they are discharged.
- Treatment given before or after emergency overseas treatment is not covered.
Emergency overseas treatment[1]
You will only be covered for sudden or unexpected serious medical condition or injury which needs immediate surgery or medical treatment in a hospital to prevent death or serious damage to your immediate or long-term health. We do not cover pre-hospitalisation treatment given before, and post-hospitalisation treatment given after, emergency overseas treatment.
Coverage Information[1]
Find out the cost benchmark of medical treatment and surgery in Public and Private Hospital published by MOH here.
Prepare the required documents and complete the claim form
- Completed Medical/Accident/Living/TPD claim form (for inpatient hospital treatment and day surgery)
- Completed Attending Medical Practitioner’s Statement (for outpatient hospital treatment specifically cancer drug treatment)
- Completed Pre/Post-Hospitalisation & Outpatient Hospital Treatment Claim Form (for outpatient hospital treatment other than cancer drug treatment)
- Final hospital/medical bill(s), proof of payment (e.g., receipt, email confirmation etc.) and CPF MediSave Statement showing Hospital Registration Number (HRN), for those bill(s) fully/partially paid using MediSave[3]
- Hospital discharge summary
- Medical reports (if any)
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
Daily Cash Rider
We will review the claim under the Daily Cash Rider together with your IncomeShield Inpatient/Day Surgery claim if it was submitted.
Otherwise, you will need to submit the following documents:
- Completed claim form
- Final hospital/medical bill(s) [3,4]
- Hospital discharge summary
- Medical reports (if any)
You can file your claims online if you meet the following criteria:
- These bills are incurred due to an earlier hospitalisation, day surgery, dialysis, or cancer therapy; and
- You have already paid in full for these bills.
Please submit your claims via My Income Customer Portal after you have received our letter informing you that your claim for inpatient hospitalisation or day surgery or outpatient hospital treatment has been approved.
- Completed Pre/Post-Hospitalisation & Outpatient Hospital Treatment Claim Form
- Bank statement with name & account number [For claim payment]
- Finalised medical bills(s) showing $0 outstanding [If there is an outstanding amount, submit with a receipt as proof of payment][3,4]
- CPF MediSave Statement showing Hospital Registration Number (HRN), for those bill(s) fully/partially paid using MediSave
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
- Completed claim form
- Original final hospital/medical bills and receipts[3,4]
- Hospital discharge summary*
- Medical reports*
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
Additional required documents for foreigners
- Passport showing the insured’s personal particulars
- Eligible valid pass of the insured
* All overseas documents must be certified as true copies by a Notary Public. If the documents are in foreign language, please provide a version officially translated to English by a certified translator/ interpreter. You will have to bear the costs of the translation services, if any.
Send us your documents and claim form
For Pre- and post-hospitalisation treatment
You can submit this claim online via My Income customer portal. Don't have an account yet? Register today!
For other claims (Outpatient hospital treatment, day surgery, emergency overseas treatment)
Please submit your claim through your insurance advisor OR via email to us at [email protected]
Important notes
[1] Subject to precise terms, conditions and exclusions specified in the policy contract.
[2] This benefit will apply for policies starting or renewed from 1 Mar 2019, and inpatient hospital treatment incurred thereafter. Please check your actual policy document for details on your coverage.
[3] Unless you have submitted the original document to us, you are required to keep the original medical bills/receipts for six months as we may request for them for verification prior to/post settlement of your claim.
[4] How to tell if your hospital/medical bills are original and final:
a. The bill is a final bill (not an estimated or interim bill).
b. The bill is an original copy (not a duplicate or a photocopy / scanned copy).
c. There is no outstanding amount due to the medical institution.
d. Ensure that the MediSave amount is approved, if applicable.
e. Ensure that the MediShield Life / Private Shield plan amount is reflected on the bill, if applicable.
Information is correct as at 08 Jan 2026
Your queries answered.
Policies that are on standard terms and have been inforced for at least a year from the start date or the reinstatement date; whichever is later, will be eligible.
The following are some instances where the IncomeShield LOG may not be issued:
- The estimated claimable amount falls within the policy deductible amount;
- There is an exclusion in the policy;
- There is an outstanding recovery amount due to Income Insurance;
- Treatments at private clinics, public hospital's short-stay wards, outpatient treatments and community hospitals;
- Overseas treatments;
- Treatments for excluded conditions such as pregnancy related treatments, cosmetic surgery, HIV infection or AIDS related, please refer to the policy contract for the a full list of exclusions.
Do note that Income Insurance reserves the right to limit or decline the issuance of the IncomeShield LOG, even if the eligibility criteria is met.
This is a facility provided to IncomeShield policyholders at major hospitals in Singapore. The IncomeShield Letter of Guarantee or LOG can be used to help with the upfront cash deposit required for hospitalisation or day surgery, subject to the acceptance of the Hospital.
An insured who is eligible for IncomeShield LOG receives treatment that is provided by a private specialist from IncomeShield's Panel or Extended Panel, can benefit from an IncomeShield LOG amount of up to $30,000; while it is up to $10,000 for treatment that is not provided by our Panel. For treatment that is provided by specialist from a public hospital, the IncomeShield LOG amount is up to $50,000.
The IncomeShield LOG is a facility intended to assist in the pre hospitalisation or pre surgery process; it is not an indicator of claim approval and neither is the issued amount an indicator of the claim amount. The filed IncomeShield claim, with details of the medical conditions and its treatments, will require a review by Income Insurance.
Restructured Hospitals/Medical Institutions
- Alexandra Hospital
- Admiralty Medical Centre
- Changi General Hospital
- Khoo Teck Puat Hospital
- KK Women's And Children's Hospital
- National Cancer Centre
- National Heart Centre Of Singapore
- National University Hospital
- Ng Teng Fong General Hospital
- Sengkang General Hospital
- Singapore General Hospital
- Singapore National Eye Centre
- Tan Tock Seng Hospital
- Woodlands Health Campus
Private Hospitals/Medical Institutions
- Farrer Park Hospital
- Gleneagles Hospital
- Mount Alvernia Hospital
- Mount Elizabeth Hospital
- Mount Elizabeth Novena Hospital
- Parkway East Hospital
- Raffles Hospital
- Thomson Medical Centre
- Crawfurd Hospital
The Hospital administrators will assist to make the request on your behalf. If successful, the IncomeShield LOG will be issued to the hospital on the same day.
The hospital reserves the right to collect a partial or a full deposit of the bill or accept the issued IncomeShield LOG only for the waiver of the initial deposit. Following are some other situations where a deposit will be required:
- The total of the IncomeShield LOG amount and the estimated CPF Medisave withdrawal amount is insufficient to cover the required deposit;
- The IncomeShield policy is unable to provide coverage for the hospitalisation or day surgery;
- Ineligible claims or ineligible items or medical services that are excluded and/or are not part of the treatment; please refer to the policy contract for details.
You may approach the participating hospitals' administrators for assistance, they will assist to request for the IncomeShield LOG on your behalf. In order to activate the IncomeShield LOG, you will need to accept the IncomeShield LOG terms and sign the Medical Claims Authorisation Form (MCAF).
The deductible is the amount that you will need to pay first before any claim is payable.
You are encouraged to attend financial counselling for a better understanding on the costs involved for your upcoming hospitalisation stay and take note of your plan coverage in order to make an informed choice. You can contact your insurance advisor if you need further advice.
You can refer to the following table for your ward entitlement based on the plan type that you have purchased. This is to ensure that your policy coverage under your Enhanced IncomeShield plan is better able to meet the expenses for your corresponding ward.
| Plan Type1 | Ward Type | Corresponding Deductibles2 |
| Enhanced IncomeShield Preferred | Standard room a private hospital or private medical institution | $3,500 |
| Enhanced IncomeShield Advantage | Restructured hospital for ward class A and below | $3,500 |
| Enhanced IncomeShield Basic | Restructured hospital for ward class B1 and below | $2,500 |
| Enhanced IncomeShield Enhanced C | Restructured hospital for ward class B2 and below | $2,000 |
- For further plan details, please refer to the Policy Contract
- Deductibles for each policy year for an insured aged 80 years or below next birthday
Yes, you can choose to stay in ward class C and we will apply the deductible of ward class C to your claim. We will use the benefits of your Enhanced IncomeShield Basic plan to process the claimable amount.
For example:
You are covered under Enhanced IncomeShield Basic plan and stay in ward class C. The benefits used to process the claimable amount will be that of Enhanced IncomeShield Basic plan and the deductible applicable is $1,500.
Yes, you can. However, we will only pay the percentage of the reasonable expenses for necessary medical treatment using the pro-ration factor which applies to Enhanced IncomeShield Basic plan as specified in the schedule of benefits.
Yes, you can do so. You should note that if you stayed in a lower ward class (hence entitled to a lower deductible) for the first admission but choose to upgrade to a higher ward class on your second admission (within the same policy year), the difference of the two deductibles will apply for the second claim only.
| Claimable amount | Ward Class | Deductible applied | Co-insurance Applied | Net amount paid | |
| First Admission | $3000 | Ward Class C | $1,500 | $150 | $1,350 |
| Second Admission | $3,000 | Ward Class B2 | $500 ($2,000 - $1,500) | $250 | $2,250 |
| Third Admission | $3,000 | Ward Class B2 | $0 | $300 | $2,700 |
You can contact your insurance adviser or email your enquiry to [email protected]. Alternatively, you can call our customer service officers at 6788 1777.
Let us help you
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