To receive payments as quickly as possible, opt for Direct Crediting under the Payment section in the claim form.
Your claims should be made within six months from the diagnosis date of the dread disease.
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.
Caregivers looking to claim on behalf of a policyholder can find out more about the process through the infographic below.
1
Are you making a terminal illness claim under the Dependants’ Protection Scheme?
2
Prepare the required documents and complete the claim form
Required documents
Medical reports, investigations reports, laboratory reports and hospital discharge summary
Attending Medical Practitioner's Statement (AMPS), to be completed by the claimant and the attending doctor. AMPS forms for specific conditions should be used where applicable
NRIC or relevant identification documents (e.g. passports, birth certificates)
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 dread disease 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
Download the Attending Medical Practitioner's Statement (AMPS) form that is applicable to your condition. The attending doctor2 of the policyholder must complete the form with reference to the diagnosed conditions
Submit the following
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.
Can you submit the Attending Medical Practitioner's Statement (AMPS) 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 dread disease claim?
It depends on your policy and the condition you are claiming for. (Note: Waiting period refers to a period starting from the date of policy issue, inclusion or increase of any benefit, or policy reinstatement, whichever is most recent.)
For a typical dread disease policy that covers the 30 specified dread diseases:
There is a 90-day waiting period for these four dread diseases: Major Cancers, Heart Attack, Coronary Artery By-pass Surgery, and Angioplasty & Other Invasive Treatment for Coronary Artery.
For other dread diseases, there is no waiting period.
For a dread disease policy that covers early, intermediate and advanced stages of dread diseases:
There is a 90-day waiting period for all early stage dread diseases, intermediate stage dread diseases, and special or juvenile dread diseases.
In addition, a 90-day waiting period will also apply to these specific advanced stage dread diseases: Major Cancers, Heart Attack, Other Serious Coronary Artery Disease, and Coronary Artery By-pass Surgery.
For other dread diseases, there is no waiting period.
Can I choose to make a claim under selected dread disease policies when I am diagnosed with one of the dread diseases?
No. We will process the claim under all policies and riders with the dread disease benefit. Once we pay out 100% of the benefit under a basic policy, any riders attached to the main policy will be terminated.
Assuming that I have a policy of $300,000 with Company A, $300,000 with Company P, and $300,000 with you. Upon making a dread disease claim, Company A & Company P each paid the full amount. How much will you pay?
As long as you have fully disclosed your insurance cover with other companies upon applying the insurance plan with us, we will pay the full claim amount.
What will happen to the riders if I make a dread disease claim under my basic dread disease policy and receive a 100% payout?
All riders (with the exception of Extended Permanent Total Disability rider) will cease as the main contract has come to an end.
For Extended Permanent Total Disability rider, it will be terminated unless the insured has been certified to be totally and permanently disabled (TPD) as well. In this case, we will commence the payouts under the Extended Permanent Total Disability rider at the end of the fifth year, provided that the insured is still TPD by then. If not, the Extended Permanent Total Disability rider will be terminated.
I have paid a yearly premium up to the next policy year. Upon making a claim, will the bonus paid out take into account the premiums I have paid into the next policy year?
Yes, provided this is a participating policy1 and the policy has been in force for at least two years (when bonus has vested) at the time the claim was admitted.
1. Participating policy refers to the policy that is managed in the Participating Fund (“the Fund”). The policy shares in the profits or losses of the Fund, through bonuses added to your policy. For more information, please refer to this guide: Understanding Your Participating Policy.
Where can I learn more about the policy information and claim process for Dependants' Protection Scheme?
