ElderShield Supplement / PrimeShield / Care Secure
Required documents
To claim under this policy, you must be unable to perform three or more of the following Activities of Daily Living (ADLs):
Washing
The ability to wash in the bath or shower (including getting into and out of the bath or shower) or wash by other means.
Dressing
The ability to put on, take off, secure and unfasten all garments and, as appropriate, any braces, artificial limbs or other surgical or medical appliances.
Feeding
The ability to feed oneself food after it has been prepared and made available.
Toileting
The ability to use the lavatory or manage bowel and bladder function through the use of protective undergarments or surgical appliances if appropriate.
Mobility
The ability to move indoors from room to room on level surfaces.
Transferring The ability to move from a bed to an upright chair or wheelchair, and vice versa.
Booking an appointment
Book an appointment with one of our appointed assessors for a medical assessment.
You will be required to pay a subsidised fee for the medical assessment.
At the medical assessment
Download and complete the claim form before bringing it for the appointment.
If you are unable to do so, your immediate family member or caregiver can complete them on your behalf.
After the medical assessment is done, the assessor will then return the assessment report together with the completed claim form to Income for processing.
If you are unable to submit your claim online, you can choose one of the following channels to submit your claim during this period.
Email your claim to us.
a. Submission of Group and Affinity insurance products, email to groupclaim@income.com.sg
b. Submission of Personal life/health insurance products, DPS or ElderShield, email to csquery@income.com.sg.
By post to
Claims Service Centre
Income Centre
75 Bras Basah Road
Singapore 189557
Important notes
Please ensure that all requirements for claim submission stated in our website are completed before submission to avoid unnecessary delay.
To receive payments as quickly as possible, opt for Direct Crediting under the Payment section in the claim form.
If you are submitting your claim online or via email, 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.
For all overseas claims, you are required to submit/follow up with the original notarised documents.
If you are a caregiver submitting a TPD claim on behalf of the policyholder (insured)
Find out if the policyholder is mentally incapacitated1
If you are unsure, the policyholder (insured) should go for a formal assessment by a registered medical practitioner and specialist in mental health. The assessor should not be related to the policyholder (insured).
If the policyholder is mentally incapacitated
As a caregiver, you will need to provide a copy of:
Lasting Power of Attorney (LPA) document with the doctor/medical assessment certifying that the policyholder is mentally incapacitated, or Court Appointed Deputy document
Identification documents
If the policyholder is NOT mentally incapacitated
As a caregiver, you will need to provide a copy of:
Authorisation given by the policyholder to handle all insurance and claim matters on their behalf
Identification documents
To process the claim, you will need to
Download and fill in the Living Claim form and prepare the supporting documents listed in the checklist
Completed Living Claim form with the required supporting documents
Completed AMPS
All medical reports on the diagnosed condition
Copy of LPA with the doctor/medical assessment certifying that the policyholder is mentally incapacitated, or Court Appointed Deputy document (where applicable)
Copy of authorisation given by the policyholder to handle all insurance and claim matters on their behalf (where applicable)
Identification documents
Claims can be submitted online (if the policyholder is not mentally incapacitated) or via email to csquery@income.com.sg
1As defined under Section 4 of the Mental Capacity Act, a person lacks capacity in relation to a matter if at the material time he is unable to make a decision for himself in relation to the matter because of an impairment of, or a disturbance in the functioning of, the mind or brain. Please refer to the Mental Capacity act for full details. Formal assessment will be required. Registered medical practitioners and specialists in mental health can conduct formal assessments.
2The insured’s regular attending doctor who is treating the insured on the diagnosed conditions.
How will my Total Permanent Disability benefit be paid?
We will pay you the benefit in a lump sum after you have been certified as being totally and permanently disabled.
If I am hospitalised for an injury or an acute condition, can I claim under Total Permanent Disability?
Total Permanent Disability benefit will only be payable when your condition fulfils the criteria stated in your policy document. We suggest waiting for your condition to stabilise before considering filing a claim if your current condition is unstable. If you submit your claim before your condition stabilises, we will not be able to assess your claim and will require you to resubmit your claim at a later date.
What does Total Permanent Disability mean under Dependents’ Protection Scheme (DPS)?
Total Permanent Disability refers to (i) the inability to take part in any employment permanently or (ii) the total permanent loss of physical function of any of the following:
Both eyes; or
Two limbs; or
One eye and one limb
Total Permanent Disability is not about the difficulty of finding a job or whether a person is currently employed. It is about the ability of the person in performing work related activities. For example, if a person is still able to perform simple or sedentary forms of work, he/she is not considered to be totally and permanently disabled.
For Total Permanent Disability due to total loss of physical function of both eyes, two limbs or one eye and one limb, loss must occur only after 1 May 2016 in order for claims to be payable.
What if I am mentally incapable of handling money?
A Court Order is required for claim payment if you are certified to be mentally incapacitated and unable to handle your financial affairs. A Court Order is a legal document which the Court grants to your next-of-kin or appointed person to handle your affairs on your behalf. If you had made a Lasting Power of Attorney (LPA) before the mental incapacity certification date, please forward a copy of the LPA document and a copy of the Donee’s identity card to us for our processing.
Can you obtain the Attending Medical Practitioner’s Statement (AMPS) from the doctor on my behalf?
You are encouraged to obtain the completed AMPS from your doctor(s) because it will speed up the process. The cost of the report should range from $100 to $300 (subject to prevailing GST and hospital fee charges. You may clarify with the hospital directly on the fee charges); the cost of this report is to be borne by you.
Where AMPS form specific to your condition is available in our website, you should use that specific AMPS for your doctor’s completion.
If you are unable to obtain the completed AMPS due to special reasons (e.g. suffering from a stroke and no available next of kin to assist with the AMPS application), we would be happy to do so on your behalf, upon your request and the cost of the report will be borne by you. However, please be informed that hospitals may take up to ten weeks to respond to our request.
Is there a waiting period before I can make a TPD claim?
There is no waiting period. However, because TPD means the inability to take part in any paid work for the rest of a person’s life, the insured must be certified by a registered medical practitioner to have been totally and permanently disabled for at least six months in a row.
What if I am mentally incapable of handling money?
A Court Order is required for claim payment if you are certified to be mentally incapacitated and unable to handle your financial affairs. A Court Order is a legal document which the Court grants to your next-of-kin or appointed person to handle your affairs on your behalf. If you had made a Lasting Power of Attorney (LPA) before the mental incapacity certification date, please forward a copy of the LPA document and a copy of the Donee’s identity card to us for our processing.
Where can I learn more about the policy information and claim process for Dependants' Protection Scheme?
