Select your country and language
Singapore
Malaysia
Indonesia
Brunei
Policy Servicing
Loan/Withdrawals
Claims
Maturity
Feedback
Policy Servicing

Bonus Statement 2017
  1. How will my policy be affected after bonus declaration?
    In addition to the bonus allocated in 2017, we are declaring a one-off special bonus for eligible policies as a result of their performance over the past years.

    Once declared and vested, bonuses are guaranteed and payable in the event of a claim. Future bonuses, including maturity or terminal bonuses, are projected. The actual bonus rates declared in the future may be higher or lower, depending largely on the investment climate and economic conditions.

  2. How are bonus rates determined?
    Bonus rates declared are approved by the Board of Directors after written recommendation from the Appointed Actuary. When making recommendation for the amount of bonus to be declared for each policy, the Appointed Actuary has to take into consideration key factors that will affect the surplus available for distribution. These key factors include not only the investment performance and the outlook of the performance of the Par Fund in the medium to long term; they also include the claim experience, expenses, surrenders and lapses. The cumulative effect of past investment performance would be different for different plans, depending on the year of issue and type of plan.

  3. How can I find out more about the bonus rates for my policies?
    We will be sending the Bonus Statement for 2017 to all our policyholders in batches from June 2018. The statement will give you details of the bonus declared, including the current and past three years’ reversionary bonus rates allocated.

    You can also log on to e-Connect to view and print the Bonus Statement 2017 from 20 June 2018. 

  4. a) My policy does not break-even even after the bonus declaration.
    b) The total premiums I have paid for my policy have exceeded the death benefit. Should I continue with the policy?
    The Benefit Illustration (BIPS)/Policy Illustration (PIPS) you received were for the purpose of illustration and are not guaranteed. The actual amount payable either at maturity or upon surrender will depend on the declared bonus rate and maturity/terminal bonus rate. The assumptions used in the calculation of the values are stated on the BIPS/PIPS.

    Insurance is primarily aimed at meeting protection needs. Depending on factors such as age of entry, health loading, plan type and sum assured, some policies may not break-even.

    For example:

    If you buy a policy (e.g. Living Assurance Policy Plus with CRB) at an older age of, say 55, the cost of protection against death, TPD and major illnesses not only increases with age, but also increases at an increasing rate. Hence, for a life assured who is older, a large portion of the premium is utilised to pay for the cost of protection, leaving a smaller portion of the premium for savings purpose. As a result, the surrender value/death benefit of the policy would not be able to “catch up” with the total premiums paid and the policy does not break-even.

  5. Can I withdraw the accumulated bonus?
    Once declared, bonuses are guaranteed and are payable in the event of a claim.

    We do not encourage you to withdraw the accumulated bonus prematurely.  This is because you will be paid only the surrender value of the accumulated bonus.  If you have short-term financial needs, you may wish to consider taking a policy loan instead. You can contact our Customer Service Officers on 1800-248 2888 for more information on policy loan.

  6. What is the current investment portfolio of the Par Fund?
    We will be sending the Par Fund Update for 2017 to all our policyholders in batches from June 2018 onwards. The Par Fund Update will give you details on the asset mix of the Par Fund, fund performance and economic outlook. 

  7. I have other participating policies that are not reflected in this Bonus Statement. Why is this so?
    This Bonus Statement only reflects applicable participating policies that are accorded reversionary bonuses yearly. Participating policies that only have terminal bonuses and non-participating policies are not included.

    For the former, a separate communication will be sent to customers to share on their projected values together with the Par Fund Update for 2017.

  8. Why is “Illustrated Maturity Value” shown for some policies, and “Illustrated Surrender Value” and “Illustrated Death Benefit” shown for others?
    For Endowment policies, we will show the “Illustrated Maturity Value”.

    For Whole Life policies, we will show the “Illustrated Surrender Value” and “Illustrated Death Benefit” based on the Life Assured’s (LA) Age today as follows:-
    • If LA’s age is below 45 – the illustrated values are based on the year that the LA turns 65.
    • If LA’s age is between 45 to 79 – the illustrated values are based on the year 2038 (20 years later).
    • If LA’s age is above 79 – the illustrated values are based on the year that the LA turns 99.

  9. Why is the column under “Illustrated Values” blank for certain policies?
    There are various reasons as to why the “Illustrated Values” are blank. If you need the values, please contact our Customer Service Officers on 1800-248 2888 to request for a quotation and we will get back to you within 14 business days.

Dependants’ Protection Scheme (DPS)
Application for DPS
  1. How do I apply for DPS with your Company?
    To apply, you can: 
    1. Click here to download the Proposal Form and return the completed form to us, or 
    2. Get in touch with your distribution representative, or 
    3. Drop by our Customer Service Centre at 1 Pickering Street, #01-01 Great Eastern Centre, Singapore 048659.

    If you have any questions, you may contact our customer service officers at 1800 2482 888 or e-mail us at wecare-sg@greateasternlife.com

  2. What happens after I have submitted my Proposal Form to your company?
    After we receive your Proposal Form, one of our underwriters will evaluate your application and a decision will be communicated to you.

  3. What is the premium I must pay?
    The annual premium is dependent on your age at your last birthday as at policy renewal date (please refer to the table below).

    Age (years) Annual Premium
    34 and below S$36
    35–39 S$48
    40–44 S$84
    45–49 S$144
    50–54 S$228
    55–59 S$260

  4. How do I pay the premium?
    For your convenience, premium is automatically deducted every year from your CPF Ordinary Account and/or Special Account. It will only be deducted from your Special Account if there are insufficient funds in your Ordinary Account.

    If your CPF account has insufficient funds to pay the premium for a cover of $46,000, you can either be insured for a lower amount (the minimum sum assured is $5,000) or pay the difference in cash within 60 days from the policy renewal date. Your policy will end if no premium is paid.

  5. What will be the amount of my coverage and what will I be covered for?
    The maximum coverage amount is S$46,000. The policy covers death, Terminal Illness or Total Permanent Disability. You can only claim under Terminal Illness or total permanent loss if your terminal illness or total permanent loss of physical function started on or after 01 May 2016.

  6. Do I have to declare my health condition for the cover?
    You will have to declare your health condition if

    a) You were automatically extended with a DPS cover, or
    b) You are applying for DPS, or 
    c) You want to apply for a top-up to your sum assured after 60 days from the renewal date, or
    d) Your policy has lapsed and you wish to reinstate it.

    You must declare and fully disclose all information regarding your health, including:

    • All your past and current illnesses;
    • Any surgery/treatment/medical test that you had previously undergone or will be undergoing; and
    • Any physical or mental impairment.

    If you are suffering from any undisclosed pre-existing serious illness, claims will not be admitted.

    If you have not submitted your declaration of health, you can obtain the DPS Health Declaration Form by

    1. Clicking here to download the form
    2. E-mailing us at wecare-sg@greateasternlife.com
    3. Calling our Customer Service hotline at 1800 248 2888 to request for the form to be sent via post

    Kindly complete the form and return it to us at:
    1 Pickering Street
    #13-01 Great Eastern Centre
    Singapore 048659

  7. Do I need to complete any Financial Needs Analysis when I apply for DPS?
    Please refer to Section E of the Proposal Form. You may select the desired options of your choice.
Premium payment
  1. How do I renew my DPS coverage?
    Renewal is automatic annually unless: 
    1. You are at the end of the policy year, during which you turn 60 years of age; 
    2. Upon successful claim of Total Permanent Disability or Terminal Illness benefit;
    3. Upon death;
    4. Upon the loss of your Singapore Citizenship or Permanent Resident status;
    5. There is non-payment of premiums within the stipulated 60 days grace period; 
    6. You opt out of the DPS; or 
      whichever is the earliest event.

  2. Will I be informed when my coverage is renewed?
    A renewal notice will be sent to you 1 month before your renewal date. No further notification will be sent to you upon renewal unless your CPF account does not have enough funds to pay the full premium required. Your yearly CPF statement of account will show the premium deducted from your CPF account.
    You may check your DPS policy status online via CPF website> My Messages> Insurance.
    If the deduction is unsuccessful or partial, you will be notified by post on the top-up amount required to be paid.
    Important: You should update us if there is any change in your correspondence address so that you can be kept notified on the status of your DPS cover.

  3. I do not have enough money in my Ordinary or Special Account. Can I use my Medisave account or family member's Ordinary and/or Special Account?
    Premiums can only be deducted from your own CPF Ordinary or Special Account. If you do not have enough CPF savings to pay the premium for maximum cover, you can either pay the difference in cash or be insured for a lower amount (the minimum coverage is S$5,000). 

  4. Which account will premiums be deducted from?
    Premiums will first be deducted from your CPF Ordinary Account. If there are insufficient funds there, premiums will then be deducted from your Special Account.

  5. How do I make payment for my premiums? Do I go to the CPF Board or to Great Eastern after privatisation?
    You will have to complete and mail the Reinstatement/Top-up Form to Great Eastern. You can download the form by clicking here, or request for it to be sent to you by calling our customer service officers at 1800 248 2888 or e-mailing us at wecare-sg@greateasternlife.com.

    1. If you are requesting for an attempt to re-deduct from your CPF account, kindly ensure that you have sufficient fund for this option (i.e. you have made a voluntary contribution to your CPF account or have had new contributions made into your CPF account).
    2. If you are making a cheque payment, it should be payable to Great Eastern Life. Please write the policyholder name, his/her NRIC number and policy number on the reverse of the cheque and send it to
      Customer Service Department
      1 Pickering Street
      #13-01 Great Eastern Centre
      Singapore 048659
    3. If you are making cash payment, it will have to be made personally at Great Eastern Centre during office hours.
    4. If you are making payment via an AXS machine, please select Insurance> Great Eastern Life> DPS.
       
  6. I do not have sufficient funds in my CPF accounts, hence no premiums have been deducted for the renewal. What is the status of my policy now?
    If it is within 60 days from the renewal date and your policy is still in force, you may do a top up without underwriting. If it is after 60 days from the renewal date, your policy will have lapsed.

    If your policy has lapsed, you can reinstate the policy within 90 days from the renewal date. You will need to complete the Reinstatement/Top-up form and either make a cash/cheque payment or instruct us to re-deduct from your CPF account. Please note that reinstatement is subject to satisfactory health underwriting.

    You can download the Reinstatement/Top-up form by clicking here, or request for it to be sent to you by calling our customer service officers at 1800 248 2888 or e-mailing us at wecare-sg@greateasternlife.com.

  7. What should I do if my DPS premium was only partially deducted?
    If you wish to restore your DPS basic coverage to the maximum sum assured of S$46,000 and it is: 
    1. Within 60 days from the renewal date, kindly make the payment for the balance of premium required.
    2. After 60 days from the renewal date, kindly complete the Reinstatement/Top-up form and either make a cash/cheque payment or instruct us to re-deduct from your CPF account. Please note that top-up is subject to satisfactory health underwriting.

    If you wish to continue to be insured at the reduced sum assured, no action is required from you.

    You can download the Reinstatement/Top-up form by clicking here, or request for it to be sent to you by calling our customer service officers at 1800 248 2888 or e-mailing us at wecare-sg@greateasternlife.com.

  8. What is the duration of my coverage after paying the one-year premium?
    You will be covered for one policy year.

  9. Why can’t I top-up my CPF account for DPS premiums anymore?
    You will not be able to top up your CPF account for DPS premium deduction. If you wish to make a voluntary CPF contribution for DPS premium deduction, please note that the amount contributed will be credited into your CPF Ordinary, Special and Medisave accounts according to the percentage allocated for your age. This voluntary contribution can also be used for your housing and healthcare needs. You will be required to submit a re-deduction request to us after making the contribution. Alternatively, you can make payment via any AXS machine directly to Great Eastern within 60 days from your policy renewal date. Please select> Great Eastern Life> DPS. 

  10. I am above 55 years old and have funds in my CPF account. Why did the deduction fail?
    When you reach the age of 55, funds may have been transferred from your CPF Ordinary and/or Special Account (OA/SA) to your Retirement account for your retirement needs. As such, deduction from the OA/SA would have been unsuccessful due to insufficient funds.
    To continue with the coverage, you may make cash or cheque payment to Great Eastern. Alternatively, you can make payment via any AXS machine directly to Great Eastern, please select> Great Eastern Life> DPS. 

  11. What happens when I turn 60 years old?
    Your DPS policy will be terminated when you reach the age of 60 as of your policy renewal date, as you would have reached the maximum age of coverage. A letter will be sent to inform you when you have reached the maximum age of coverage. 

  12. How do I check my CPF account?
    You may check your DPS policy status online via CPF website> My Messages> Insurance.

    You can also check your CPF Account balance online via www.cpf.gov.sg. A SingPass is required to access to this service. If you do not have a SingPass, you can apply online via the CPF website.

  13. I have already paid my premium using cash/cheque, but my statement no longer reflects a deduction from my CPF account. Is my policy in force?
    Prior to 2012, payment received for DPS premiums will be credited into your CPF account, and this amount will subsequently be deducted from your CPF account. As such, the deductions were reflected on your CPF statement.

    With effect from 2012, payment received will no longer be credited into your CPF account. Therefore, the monies are directly applied into an account under your DPS policy. As such, if cash/cheque payment is made for your DPS premiums, deductions for DPS will no longer be reflected on your CPF statement. Please be assured that all is in order.

    You may check your DPS policy status online via CPF website> My Messages> Insurance
Reinstatement
  1. Why did my policy lapse?
    The policy will lapse if premium payment is not received within 60 days from the renewal date.

  2. Why should I reinstate my policy?
    Dependants’ Protection Scheme is an affordable term-life insurance scheme that provides a basic coverage of up to $46,000, in the event of death, Terminal Illness or Total Permanent Disability up to age 60. Continuing with your DPS cover will provide some financial protection for your family.
     
  3. How long can I take to reinstate my policy?
    Once the policy has lapsed, the reinstatement can be done within 90 days from the renewal date. A new application will have to be submitted after this deadline.
     
  4. How do I reinstate my policy?
    You can download the Reinstatement/Top-up form by clicking here, or request for it to be sent to you by calling our customer service officers at 1800 248 2888 or e-mailing us at wecare-sg@greateasternlife.com
  5. Kindly complete the Reinstatement/Top-up form and either make a cash/cheque payment or instruct us to re-deduct again from your CPF account. Please note that reinstatement is subject to satisfactory health underwriting. You may return the form to us at:

    1 Pickering Street
    #13-01 Great Eastern Centre
    Singapore 048659

Revocable Nomination
  1. How do i make a Revocable Nomination for DPS?
    If you are at least 18 years old and wish to have the death claim benefits paid to specific person/organization i.e. beneficiary(s), you can make a revocable nomination by completing the DPS nomination form and submitting the completed form to us. You can also cancel the nomination by making a new nomination and it will take effect from the date a valid form is submitted. You can obtain the DPS Nomination form by
    1. Clicking here to download Form 4 Revocable Nomination
    2. E-mailing us at wecare-sg@greateasternlife.com
    3. Calling our Customer Service hotline at 1800 248 2888 to request for the form to be sent via post

    Kindly complete the form and return it to us at:
    1 Pickering Street
    #13-01 Great Eastern Centre
    Singapore 048659

    An acknowledgement letter will be sent after we process your request.

  2. Who will receive the DPS approved claim benefits?
    For death claims, if you have made a DPS nomination, or have a will which is made know to us, your beneficiary(s) according to the nomination or will (whichever takes effect at the later date) will receive the benefits. If no nomination or will is made, the benefits will be paid to proper claimant(s). A proper claimant can be the executor of the deceased's estate or family member, e.g. spouse, parent, child or sibling. 

  3. Will the CPF nomination cover DPS claim proceeds?
    DPS claim benefits do not form part of the CPF proceeds. Hence, your CPF nomination does not apply to the distribution of DPS claim benefits. You can nominate your nominees under the new Nomination Framework under the Insurance Act, which was implemented on 1 September 2009 by completing Form 4 Revocable Nomination

  4. Can I change my revocable nomination?
    You may revoke (undo) your existing nomination and make another new nomination at any time. If you wish to revoke your existing nomination and not nominate any new nominees, please complete Form 5 Revocation of Revocable Nomination found on our website. If you wish to change nominees, please complete Form 4 Revocable Nomination.

  5. What kind of nomination can I make? Can I make a trust nomination for my DPS?
    You may make a revocable nomination for DPS  however trust nomination is not allowed for DPS. When the policyholder makes a trust nomination, he/she loses all rights to the ownership of the policy, which means all living benefits such as Terminal Illness and Total Permanent Disability payouts will be paid to the nominees. Also, the policyholder can only revoke the trust nomination with the consent of all the nominees.  
    However, if  CPF monies are used to pay for the policies, you must retain complete control of your retirement funds during your lifetime. Thus, trust nomination is not allowed for DPS as you will no longer have control over the proceeds of this policy during your lifetime.

  6. Can Muslim policyholders make nominations?
    Muslim policyholders may make revocable nominations for DPS. However, they should be aware that revocable nominations are subject to Syariah (Muslim) law and they can seek guidance from the Islamic Religious Council of Singapore (MUIS) on how the different types of nominations interact with the principles of Muslim law. The restrictions stated above on making trust nominations for CPF-funded policies also apply to Muslim policyholders.
Others
  1. What is the difference between ElderShield & DPS?
    DPS is a national term insurance that auto-covers CPF members who are Singaporeans or Permanent Residents from age 21 to 60. It covers death, Terminal Illness and Total Permanent Disability. Terminal Illness refers to an illness that a registered medical practitioner under the Medical Registration Act certifies is expected to result in death within 12 months. Total Permanent Disability refers to the inability to take part in any employment permanently or the total permanent loss of physical function of both eyes, both limbs, or one eye and one limb. Under these circumstances, the DPS benefit will be paid out in a lump sum.

    ElderShield
    is an insurance scheme that auto-covers Singaporeans or Permanent Residents who have reached the age of 40. It provides a monthly cash payout of S$300/S$400 up to a maximum period of 60/72 months to help those who have become severely disabled*.

    *Severe disability is defined as the inability to perform three out of the six Activities of Daily Living (washing, dressing, feeding, toileting, mobility and transferring). 

  2. Can I be assigned a Distribution Representative to service me for my DPS? 
    Yes, you can call our customer service officers at 1800 248 2888 or e-mail us at wecare-sg@greateasternlife.com and we will arrange a Distribution Representative for you.

  3. Can I change insurer after privatisation?
    Yes, you can change insurer after privatisation by completing the application form from your preferred insurer. However, you will be subject to medical underwriting. Please note that it is not necessary to terminate your DPS policy with your current insurer.

  4. What do I have to do if I wish to opt out?
    To opt out, you can call our customer service officers at 1800 248 2888 or e-mail us at wecare-sg@greateasternlife.com for a copy of the opt-out form.

  5. Can I convert my DPS into a participating policy and receive a bonus?
    DPS is not a convertible policy.

  6. I am already past 60 years old, so why am I still covered?
    Please note that as the renewal is based on the policy renewal date and is for a full policy year, so you are considered to be 59 years old even if you have reach 60 on your birthday (in the middle of the policy year). Hence, you are still eligible for one policy year of coverage, and your policy will only cease on the next renewal date.

  7. Who is entitled to bonus sum assured? Can I withdraw this?
    The bonus sum assured is given to CPF members whose DPS coverage started before 28 June 2003. This sum was declared by the CPF Board during that period, and it ranges from S$1,500 to S$4,000. A second bonus was given to members covered under DPS as at 16 September 2005. This sum ranges from S$1,500 to S$3,850.

    These amounts are, however, not for withdrawal, but will be payable together with the basic sum assured in the event a claim is admitted.

  8. I am only a student. Why am I insured under DPS?
    DPS is automatically extended to members who are Singapore Citizens or Permanent Residents between 21 and 59 years of age when they made their first CPF contribution. This auto-cover feature of DPS is legislated under Part V of the CPF Act. The aim of the scheme is to insure members as early as possible, such as when they first enter the workforce and are likely to be healthy and insurable.  If you are below 21 years of age and your DPS policy has lapsed, you will automatically be insured by DPS again if there are CPF contributions after your 21st birthday. If you are below 21 years of age and have opted out of the DPS policy, you will not be insured by DPS again after your 21st birthday.

  9. I have already sold my flat. Why is my DPS still in force?
    DPS is an affordable term insurance that covers CPF members against death, Terminal Illness or Total Permanent Disability up to age 60. Home Protection Scheme (HPS) is a mortgage reducing insurance that protects CPF members and their families against losing their homes should members become physically/mentally incapacitated or passes away before their HDB flats are sold or HDB loans are paid up. The two schemes are different. Even if your HDB flat is sold or HDB loan is fully paid up, you could still take up DPS.

Duplicate Policy
  1. I have lost my policy. How do I get a replacement?
    Come personally to Great Eastern Life’s Head Office with your NRIC/passport. Our address is 1 Pickering Street, #01-01 Great Eastern Centre, Singapore 048659. You will need to complete a Declaration and Indemnity for Loss of Policy Form in the presence of our Customer Care Officer. 

    A policy replacement charge of S$20 will be imposed and the duplicate policy document will be sent to you within 10 working days.

  2. I am residing overseas and have lost my policy. How do I get a replacement?
    You can request for a duplicate policy document by completing a Statutory Declaration for Loss of Policy form.

    You have to bring this form to a Justice of the Peace, Notary Public or other officer empowered by law to administer oaths, affirmations or affidavits to make a statutory declaration that your policy document is lost. Then submit this duly signed and witnessed Statutory Declaration for Loss of Policy form to us for processing.

    A policy replacement charge of S$20 will be imposed and the duplicate policy document will be sent to you within 10 working days.

ElderShield
  1. Who is ElderShield for?
    All CPF members (Singapore Citizens and Permanent Residents (PRs)) who reach the age of 40 will be covered automatically. As it is an auto-cover scheme, you do not have to sign up to join ElderShield.

  2. What are the benefits of ElderShield?
    If your policy commenced before 29 September 2007 and you did not choose to upgrade, you will receive a monthly cash payout of S$300 for up to a maximum of 60 months should you become disabled. If your policy commenced after 29 September 2007 or if you have successfully upgraded your policy, the monthly cash payout will be S$400 for up to a maximum of 72 months. You can use the money to pay for a type of care that is suitable to your needs (e.g. home nursing services, day rehabilitation, nursing homes, etc.).

    For someone who has recovered but becomes disabled again, he/she will still get the cash payout as long as the total payout period is not more than 60 or 72 months.

  3. Why should I join ElderShield now?
    Even if you have some illnesses now, you are automatically covered unless you are already disabled. If you opt out when you become eligible for this scheme, you risk being denied coverage later because of your medical problems.

  4. What does ‘disabled’ mean?
    For ElderShield purposes, ’disabled’ means being unable to do at least three of these activities: washing, dressing, feeding, toileting, mobility and transferring. 

  5. How are premiums paid?
    You can use your Medisave to pay for your ElderShield premiums. If you do not have enough Medisave savings, you may also use the Medisave Accounts of your spouse, parents, children or grandchildren. You may also pay by cash.

  6. Do I have to continue paying my premiums if I become disabled?
    The insurance company will start paying you if you become disabled, and you can stop paying the premiums. If you recover, the insurance payout will stop, and you will have to continue paying the premiums, if you are paying by yearly premiums.

  7. Can I choose my ElderShield insurer?
    With effect from September 2007, Aviva Ltd was the third insurer appointed by the Ministry of Health (MOH). The first two insurers were Great Eastern Life Assurance Company Limited and NTUC Income Insurance Co-operative Limited. You will be randomly assigned to one of these insurers. If you wish to sign up with a particular insurer, you can do so before policy commencement with no penalty.

    If you change insurer after the policy commences, you will lose the premiums already paid and be regarded as an opt-in application by the second insurer. In addition, you may also be subjected to medical assessment by the second insurer.

  8. What happens if I don't have enough money to pay until end of payment term?
    ElderShield scheme has a Non-Forfeiture feature. This means that, after a minimum number of premium payments are made, the ElderShield policy will not lapse even if subsequent premiums are not paid. Instead, you will continue to be covered for life, but at a reduced monthly benefit. It is therefore important to ensure that the minimum number of premium payments are made.

    The monthly reduced benefit depends on the number of premiums you have made before stopping the premium payments, and it ranges from S$100 to S$372. You may refer to the Paid-up Values tables in your ElderShield Policy Document or the paid-up tables in this website to see the minimum number of premium payments required and the corresponding reduced monthly benefit.

    If you wish to change your premium payment method and use the Medisave savings of your immediate family members to make payment, please complete the Change of Payment Method form and return to us before your next policy renewal date.

Freelook
  1. What is Freelook?
    A freelook clause is provided in the policy terms and conditions. It states that the policyholder can cancel the policy under the freelook period within 14 days from receipt of the policy document.

  2. How will I be affected if I cancel my policy during the freelook period?
    Cancelling your policy under Freelook means that the whole policy is cancelled and there is no insurance coverage. If you have gone for a medical examination for the policy, any medical cost incurred will be borne by you.

    For Investment-Linked policies, market adjustments will be made and any losses will be borne by you.

  3. What is the procedure for cancelling a policy under Freelook?
    You need to give us a written request and submit it together with the original policy document.


Giro
  1. Why is GIRO the preferred mode of payment?
    GIRO is the preferred mode of premium payment, especially for monthly payment. It is also a convenient and hassle-free way of making payment. You need not monitor your premium due date, send cheques nor make cash payments to us. Most importantly, it ensures that premiums are paid on time so that your insurance coverage is intact.

  2. How do I apply for GIRO?
    You have to fill up a GIRO Application form.

    Click here to download the form. Print, complete and mail it to us together with the current month’s premium at 1 Pickering Street, #01-01 Great Eastern Centre, Singapore 048659. Please send us the original copy, as we need to submit the GIRO Application form to the bank for approval.

  3. Why do I need to pay a one-month advance payment when I submit the GIRO form?
    We will need to send your GIRO form to the bank for approval. The advanced payment of premium is required to give us and the bank ample time to process your application and ensure that your policy is kept in force with up-to-date payment of premium.

    Hence, we would advise you to pay the current month's premium when you submit the GIRO application form.

  4. What is the date of GIRO deduction?
    The GIRO deduction date is fixed on either the 11th or 12th and 26th or 27th of each month. The date is fixed based on your policy number and premium due date. You will be informed of the GIRO deduction date in our acknowledgement letter to you when we receive your GIRO Application form.

  5. What happens if my GIRO deduction is unsuccessful?
    There will be two GIRO attempts for the deduction. If first attempt to deduct fails, we will automatically schedule another attempt on the second deduction date. If the second attempt also fails, the GIRO service will be suspended. A GIRO unsuccessful deduction letter will be sent to you.

  6. I wish to change my GIRO account. What is the procedure?
    If you wish to change your GIRO Account to another bank, a fresh GIRO Application form has to be submitted. Click here to download the GIRO form. Print, complete and mail it to us at 1 Pickering Street, #01-01 Great Eastern Centre, Singapore 048659. Please send us the original copy, as we need to submit the GIRO Application form to the bank for approval.

  7. I have a Policy Loan or APL on my policy. How do I repay the loan by GIRO?
    You can use the same GIRO account to pay for any outstanding Policy Loan or APL. The minimum instalment is S$50 (see terms in the Application for APL/Loan Repayment by GIRO form). When the remaining loan balance is less than the instalment amount, the final instalment repayment will be the balance amount.

    Click here for the Loan Repayment by GIRO form.

Premium payment option
  1. What are the various ways of making payment to Great Eastern?
    You can choose from various methods of payment, such as GIRO, Internet Banking, AXS, OCBC Bank Branches, cash or cheque. If you are residing overseas, you can also use telegraphic transfer or bank draft. For all policies under monthly premium payment mode, GIRO is the preferred method of payment.

    Click here to find out more about the various ways of premium payment.

  2. As I am residing overseas, what is the best way to make payment for my premiums?
    As you are residing overseas, you could pay your premium either by bank draft or by telegraphic transfer. For payment by telegraphic transfer, the details of our bank account are as follows:

    Name & Address of Bank:
    Oversea-Chinese Banking Corporation Ltd
    65 Chulia Street OCBC Centre
    Singapore 049513
  3. OCBCSGSG (Swift code)

    Great Eastern Life Bank Account Number with OCBC:
    501-036925-001 (Singapore Dollars Policy)
    501-009492-201 (US Dollars Policy)

    Name of Payee: The Great Eastern Life Assurance Co Ltd

    We would like to advise that all bank charges related to the remittance would be borne by the policyholder. Please remember to state the policy number and name of the policyholder when remitting payment to us.

    If you are sending a draft to us, our address is:
    1 Pickering Street
    #13-01 Great Eastern Centre
    Singapore 048659

    Please remember to write the policy number and name of the policyholder when remitting payment to us.


Reinstatement
  1. In what circumstances would a policy lapse?
    • Premium not paid within grace period
      When the premium is not paid for the policy, and the policy has not acquired any cash value, the policy will lapse 30 days after the premium due date.
    • If the policy has acquired cash value, an Automatic Premium Loan (APL) will be set up after a 30-day grace period. This is provided for in the policy terms and conditions. APL will continue to pay for the premiums for as long as there is cash value. When the outstanding indebtedness (i.e. APL and APL interest) exceeds the cash value, the policy will lapse.
    • Taking policy loans against the policy and not making loan repayments may also cause the policy to lapse, despite regular premium payment. When the outstanding indebtedness (i.e. policy loan and loan interest) exceeds the cash value, the policy will also lapse.

  2. What is Reinstatement?
    Reinstatement is provided for in the policy terms and conditions. It allows the policyholder to continue with the policy, subject to certain terms after the policy has lapsed.

  3. How long from the lapsed date can I still reinstate my policy?
    The reinstatement period depends on the type of policy.
    • For Regular premium policies, reinstatement is within three years from the lapsed date
    • For Term policies, reinstatement is within six months from the lapsed date
    • For Single premium policies, reinstatement is within six months from the lapsed date

  4. What are the requirements for reinstating my policy?
    You need to fill up a Reinstatement Form. Policy reinstatement is subject to satisfactory health underwriting and payment of premiums and interest outstanding from the date of lapse to reinstatement.
    Additional form(s) is/are required if
    • your policy has lapsed for more than six months and/or your application for assurance was accepted at other than normal terms. Please attach the Declaration of Health form.
    • your policy is a Paysecure/PayAssure policy or has a Paysecure/PayAssure rider. Please attach the Supplementary form for Paysecure/PayAssure.
    • your policy is a Lifesecure policy or has a Lifesecure rider. Please attach the Supplementary form for Lifesecure.

Assignment
  1. What is an Absolute Assignment?
    An absolute Assignment is a transfer of ownership from the Assured (Assignor) to another person or institution (Assignee).

    The assignee becomes the new owner of the policy and assumes full legal right over the policy. All proceeds, be it surrender, maturity or claims will be payable to the assignee.

  2. When can I assign my policy?
    You can assign your policy if
    1. the policy
      • does not use CPF monies for premium payments
      • is not effected under trust
      • is allowed to be assigned under the plan

    2. both assignor and assignee are
      • at least 21 years old
      • of sound mind
      • not bankrupt
      • not under duress

  3. How can I effect an assignment?
    Both the assignor and assignee must come to our Customer Service Centre at 1 Pickering Street, #01-01 Great Eastern Centre, with their NRIC.

    If the assignment is done between spouses, or parent and child, and relationship can be established by producing the marriage certificate or birth certificate, they need not be present at our Customer Service Centre.

    Please complete the Absolute/Collateral Assignment form. Additional documents required are stated on the overleaf of the form.

  4. Can I assign to a company or institution?
    Yes, you can assign to a company or institution.

    Both the assignor and assignee must come to our Customer Service Centre at 1 Pickering Street, #01-01 Great Eastern Centre, with their NRIC.

    Please complete the Absolute/Collateral Assignment form. Additional documents required are stated on the overleaf of the form.

    For an assignment to a company or institution, a company stamp is required on the assignment form.

  5. Can I cancel/revoke the assignment?
    No. Once absolutely assigned, the policy ownership will belong to the assignee. However, the policy ownership can be transferred back to you provided the assignee agrees to it. A new assignment will need to be done.

  6. If I have made a nomination previously, can I still assign the policy?
    You can still assign the policy if the nomination made is a revocable nomination. The revocable nomination will be automatically revoked once the policy is assigned. If the policy has a trust nomination, the trust nomination will have to be revoked before you make an assignment.

Loan/ Withdrawals

Automatic premium loan
  1. What is Automatic Premium Loan (APL)?
    APL means that your policy cash value is used for your unpaid policy premium. This will go on until your cash value is used up. APL is only applicable if your policy has cash value and your premium is 30 days past the grace period.

  2. What is the interest charged?
    Interest is charged on the APL at 6% per annum and is calculated on a daily basis.

  3. How do I apply for APL?
    You need not apply for this. As long as your policy has cash value and the premium is not paid within the grace period of 30 days, APL will automatically be raised to keep your policy in force.

    This enables the Company to continue extending the insurance coverage to you and, at the same time, add reversionary bonus to your policy as if premium were paid.

  4. How do I know if my policy is on APL?
    We will send you quarterly APL notices if you are paying your premium monthly or quarterly. Otherwise, APL notices will be sent to you either on a half-yearly or yearly basis.

  5. How long can my policy last under APL?
    We are unable to confirm how long your APL can last, as this depends on the cash value, which in turn depends on the actual bonus declared each year. While under APL, you will be informed of the date the policy is expected to lapse before the cash value is completely depleted by the total indebtedness.

  6. Do I have to repay the APL?
    We would like to recommend that you continue to pay your premiums by cash or cheque instead of activating the APL provision so that your insurance coverage is not reduced or even terminated. APL is recommended only as a short-term measure.

  7. How do I repay the APL?
    You may make full or part repayment at your convenience. However, you are advised to repay the APL as soon as possible. This is because when the Cash Value is used up, your policy will lapse. We recommend that you repay by cheque.

  8. What happens if I do not repay the outstanding premium?
    Any outstanding APL payment will be deducted from your Lion payment or maturity claim. Once your cash value is used up, your policy will lapse.

Cash Benefits Payment
  1. What is Cash Benefits Payment?
    Cash Benefits payment refers to either Survival Benefits (three- or five-year interval) or Cash Bonus (yearly interval), which are payable at regular intervals during the term of the policy, provided the policy is in force.

  2. What are some of the plans with Survival Benefit Payments?
    Some of the plans are as follows:
    • Guaranteed Rewards
    • Family 3
    • Prime Gold Regular Saver
    • Dynamic Prolife (pays out both survival benefits and cash bonus)
    • SaversLife

  3. What are some of the plans with Cash Bonus Benefit Payments?
    Some of the plans are as follows:
    • Financier Whole Life
    • Dynamic Prolife with Cash Bonus
    • Dynamic Living Assurance Plan with Cash Bonus
    • FlexiLife 60 with Cash Bonus

  4. What can I do with the Cash Benefits Payment?
    Depending on the options that you have chosen at the start of the policy, you can either withdraw the amount as and when it is due, use it to pay for your premium, or simply keep it with our Company to earn interest.

  5. My Survival Benefits was used automatically to pay for my outstanding premiums/policy loans without my authorisation. Why?
    The contract has provided for this. If there is any outstanding indebtedness (policy loan or APL) attached to the policy at the time the survival benefit is payable, the Company will automatically use it to offset the indebtedness first. Only the balance will be paid out or left on deposit with the company, depending on the cash benefit option (refer to Question 4 above).

  6. What is the interest rate if the Cash Benefit is kept with the Company?
    Our current interest rate is 3% per annum. This deposit interest rate will be reviewed on a regular basis to reflect the future investment and interest climate.

  7. My Cash Benefit is currently on deposit with your Company. Can I withdraw it at any time?
    Yes, you can withdraw the Cash Benefits together with any interest accumulated up to the date of withdrawal at any time. Interest is calculated on a daily basis.

    Click here for the online withdrawal form. Please print, complete and mail it to us for our processing. The cheque will be sent out to you within seven working days upon receipt of your withdrawal form.

  8. I have received a Cash Benefit cheque from Great Eastern. Can I return the Cash Benefit cheque for deposit with you?
    You can deposit the cash benefit cheque with us only if it has not been presented. However, there is an administrative charge of S$30 per cheque. If the cash benefit cheque has been presented, it cannot be returned for deposit with the Company.

  9. Is this Cash Benefits the same as the amount shown in the Bonus Statement that I receive from Great Eastern?
    No. Cash Benefits are special benefits given and are different from the Bonus paid yearly to participating policies.

    On the other hand, the Bonus Statement is to inform you of the Bonus that was allocated to your policy for a specific year. A Bonus is an annual payment from the Company’s surplus given to policies with participating profit.

Policy Loan
  1. What is a Policy Loan?
    It is an advance payment granted to the policyholder after the policy has a cash value. You can use this loan to meet your short-term financial needs.

  2. When can I apply?
    You can apply for a policy loan once your policy has cash value. The cash value will be available about two to three years after you have bought the policy. However, this does not apply to some plan types, such as Investment-Linked, Term and policies bought using CPF.

  3. How much can I borrow?
    You can borrow up to 92% of the policy cash value, depending on the type of policy you have.

  4. What is the interest charged?
    Our current interest is 6% per annum, calculated on a daily basis on the outstanding loan.

  5. When do I repay the loan?
    You may make full or part repayments of the loan at your convenience. However, you must continue to pay your premium to keep your policy valid. Otherwise, your policy may eventually lapse. As a guide, we suggest you repay your loan within a year or two.

  6. How can I repay the loan?
    You can pay by cheque or cash. It is easier to pay by cheque as it can be mailed. If you are using GIRO for your premium payment, you may also make repayment for your loan via the same GIRO account. The minimum loan repayment instalment is S$50. When the remaining loan balance is less than the instalment amount, the final repayment instalment will be the balance amount.

    Click here for a Loan Repayment by GIRO form.

  7. Will my policy cover be affected by the loan?
    Yes. You must continue to pay your premiums to keep the policy in force. When any policy benefits (such as cash benefits or maturity value) are due to you, this will be used to offset your loan, before the balance is made to you.

  8. How to apply for a loan?
    Contact your Distribution Representative, who will be able to assist you. Call our Customer Care Officers at 1800 248 2888 for our one-hour DIAL-A-LOAN service. You have to personally collect your cheque.

  9. What will be my maximum loan available now?
    The maximum loan value is available via e-Connect. With a secure password, you will be able to check your policy details, values or payment. Have you signed up for your e-Connect password? If not, please click here to sign up and we will send the password to you within five working days upon successful registration.

  10. How much should I pay if I wish to settle my policy loan of S$5,000 within two years?
    A Special Repayment Guide is enclosed for your reference. If you wish to pay off your S$5,000 policy loan within two years, you need to make monthly payments of S$222.

    Note: The Maximum loan available on your policy can be found in e-Connect. E-mail us at wecare-sg@greateasternlife.com

  11.   Period of Payment
    Loan Amount (S$) 6 months 9 months 1 year 1.5 years 2 years 3 years 4 years
    1,000 170 114 87 59 Monthly Repayment shall not be less than S$50 per month
    2,000 340 228 173 117 89 61 -
    3,000 509 342 259 175 133 92 71
    4,000 679 456 345 233 178 122 94
    5,000 848 570 431 292 222 153 118
    6,000 1,018 684 517 350 266 183 141
    7,000 1,188 798 603 408 311 213 165
    8,000 1,357 912 689 466 355 244 188
    9,000 1,527 1,026 775 525 399 274 212
    10,000 1,696 1,140 861 583 444 305 235
    15,000 2,544 1,709 1,291 874 665 457 353
    20,000 3,392 2,279 1,722 1,165 887 609 470
    25,000 4,240 2,848 2,152 1,456 1,109 761 588
    30,000 5,088 3,418 2,582 1,747 1,330 913 705
    40,000 6,784 4,557 3,443 2,330 1,773 1,217 940
    50,000 8,480 5,696 4,304 2,912 2,217 1,522 1,175

Claims

Death Claim
  1. What is the procedure for making a Death Claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Death Claim.

  2. What is the Doctor’s Statement?
    The Doctor’s Statement is a form provided by Great Eastern Life, to be completed by the doctor who attended to the deceased person for his last illness before his death. If death occurred in Singapore, the claimant can submit all the relevant documents except the Doctor’s Statement. Claims Department will review the claim and advise if the Doctor’s Statement is required. The Doctor’s Statement must be completed if death occurred abroad due to an illness.

  3. How will the death claim proceeds be paid?
    We pay to the trustee if the policy is under trust, the asssignee if the policy is assigned and the nominee if there is a nomination.

    If there is no trust, assignment or nomination under the policy, the Company may pay to a "proper claimant" under Section 61 of the Insurance Act (on a case to case basis) for an amount up to S$150,000 without requiring the production of the Grant of Probate or Letters of Administration.

    For submission of death claims for policies without trust, assignment or nomination, please advise the following claimants to come forward:

    Scenario Claimant to submit the death claim Documents to submit
    Deceased had left a will Executor of Last Will
    • Copy of Last Will
    • NRIC of Executor
    Deceased did not leave a Last Will : -
    Deceased is married Spouse
    • NRIC of spouse
    • Marriage certificate of deceased and spouse
    Widowed / Divorced with adult children Any adult child
    • NRIC of child 
    • Birth certificate of child
    • Death certificate / divorce certificate of deceased's spouse
    Single with surviving parents  Either parent
    • NRIC of parent
    • Birth certificate of deceased
    Single with no surviving parents Any sibling
    • NRIC of sibling 
    • Birth certificates of sibling and deceased
    • Death certificates of parents 

    For full details on the submission of death claim, please refer to Instruction Page for Death Claim.
    For more details on Trust and Revocable Nomination, please refer to ‘Your Guide to the Nomination of Insurance Nominees’.

  4.  Who is considered the Proper Claimant?
    Proper Claimant refers to the executor, widower, widow, parent, child, brother, sister, nephew or niece of the deceased. 

  5. What is the Grant of Probate or Grant of Letters of Administration and how does the estate apply for it?
    A Grant of Probate is issued by the Courts to confirm the appointment of the executor(s) named in the deceased’s will.

    A Grant of Letters of Administration is issued by the Courts to name the legal representatives who are entitled to deal with the deceased’s estate.

    Both can be applied through a lawyer or the Public Trustee, who will draw up and submit a petition to the High Court for approval. It may take up to six months for the court to grant an approval, depending on the complexities of the deceased’s estate.

Total and Permanent Disability (TPD) claim
  1. What is the procedure for making a Total and Permanent Disability (TPD) claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Total and Permanent Disability Claim.

  2. How will the Total and Permanent Disability (TPD) Benefits be paid?
    Should the insured person become totally and permanently disabled while the policy is in force, the Company will waive the payment of all future basic life premiums and pay the Disability Benefit in 10, five or three annual instalments, or one lump sum, depending on the terms and conditions stated in the policy contract.

    *Please refer to the policy contract for the instalment payments and the date of the instalments due as different contracts have different terms and conditions.

  3. Why is a medical report required before payment of every TPD instalment?
    A medical report is required before each TPD instalment is made because, under the contract for TPD, if the assured ceases to be totally and permanently disabled, the Company will discontinue all further annual payments. Therefore, there is a need to confirm that the policyholder is still totally and permanently disabled before each instalment is paid out.

  4. For endowment policies, what happens when there are TPD instalments due after the policy maturity date?
    On the maturity due date, the Company will pay in one lump sum to the policyholder the balance of the TPD instalments.

  5. If the insured person passes away in the midst of his TPD instalments, what will happen to the rest of the unpaid TPD instalments?
    The unpaid TPD instalments will be paid in one lump sum to the estate of the deceased.

  6. What happens if the insured person recovers from his TPD before he has received the full TPD benefits?
    It is stated in the contract that if the insured person ceases to be TPD, the Company will discontinue further TPD benefits payments and the policy shall continue under such terms and conditions as the company may decide.

  7. If I have both DPS and Great Eastern Life policies, how should I submit the Permanent Incapacity (PI) and Total and Permanent Disability (TPD) claims respectively?
    You may complete just one set of Claim form. Please use the DPS PI Claim form and submit all the required documents to us as stated on the claim form.

Living Assurance/Early-Payout Critical Care (EPCC) Claim
  1. What is the procedure for making a Living Assurance/EPCC claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Living Assurance Claim

  2. Will the Living Assurance/EPCC claim be paid to the policyholder immediately?
    There is a three-month waiting period for the following major illnesses/surgeries (i.e. the major illness or the illness for which surgery is required will be covered only three months after the date of issue of the policy/rider or reinstatement of the policy/rider):
    • Cancer/Major Cancers
    • Heart Attack
    • Angioplasty & other Invasive Treatments for Coronary Artery
    • Coronary Artery By-pass Surgery
    If the claim is admitted, the payment of claims will be made to the policyholder.

  3. What is a Doctor’s Statement?
    The Doctor’s Statement is a form provided by Great Eastern Life, to be completed by the doctor who attended to the insured person for his illness. The policyholder has to request the attending doctor to complete the Doctor’s Statement and the fee for the completion of the Doctor’s Statement will be borne by the policyholder. Should the Claims Department require additional medical reports, the medical report fee will be borne by the Company. In addition, all relevant laboratory and test results need to be submitted.

  4. If an existing insured person is planning to reside overseas, how will the Living Assurance be affected?
    The Living Assurance benefits provide a worldwide cover. However, the insured person’s condition must be certified by a qualified physician practising Western medicine. The Company reserves the right to ask the insured person to be reviewed by an appointed physician.

    If a special endorsement (Endorsement No. 100) is included in the insured person's policy, eg. for foreigners and PRs, the insured person is required to be diagnosed in Singapore, Malaysia or Brunei. However, the Company will still consider the medical evidence if the illness is diagnosed in other countries. If the medical evidence is sufficient, the Company may choose to pay the claim on goodwill basis without admitting liability. Otherwise, the Company reserves the right to ask the insured person to be reviewed by an appointed physician.

  5. What should the policyholder do if he does not know which Major Illness to claim under?
    If the policyholder does not know the exact diagnosis of his condition or does not know which Major Illness it falls under, the policyholder may show the policy with the Major Illnesses’ definitions to his attending doctor and seek the doctor’s opinion whether the condition fulfils any of the Major Illnesses. If it does, the policyholder should request the attending doctor to complete the Doctor’s Statement of that particular Major Illness.

Accident / Golden Protector Claim
  1. What is the procedure for making a Personal Accident Claim?
    Please click here to go to ‘make a claim’ for the procedure on making a Personal Accident Claim.

  2. Do I need to submit a medical report?
    For claims of more than S$1,500, the Doctor’s Statement must be completed by the attending doctor and submitted to us. The Doctor’s Statement is furnished at the expense of the claimant.

    For claims of less than S$1,500, the Doctor’s Statement need not be submitted. The Company may waive the
    1. medical report if there is sufficient documentary evidence, e.g. a Doctor’s Memo or Inpatient Discharge
    2. summary report to show the cause of hospitalisation/disability and period of disability

  3. If the insured person underwent day surgery, can he/she claim under Hospital & Surgical Protector (HSP)/Premier Health Plan (PHP)/Supremehealth/Maxhealth?
    Day surgery performed in a specialist clinic or hospital may be paid after assessment of the claim. However, day surgery performed by a General Practitioner is not payable.

  4. If the insured person has consulted the A&E department of a hospital due to an illness (acute or otherwise) but was not hospitalised, will the claim be payable?
    No. HSP/PHP/Supremehealth/Maxhealth claim is only payable if the insured person is hospitalised or has undergone a surgery in a specialist clinic or hospital due to an illness/accident. However, A&E consultations without hospitalisation will be payable if it is due to an accident/injury and must be treated by a qualified Western-trained physician (Please refer to policy contract for the definition of ‘physician’).

  5. If the insured person goes to the A&E department of a hospital due to an illness, e.g. high fever or food poisoning, can he/she claim under the Hospital & Surgical Protector (HSP)/Premier Health Plan (PHP)?
    No. Emergency outpatient treatment only covers accidental injuries (Please refer to policy contract for the definition of ‘Emergency Outpatient Treatment’).

Medical/ Hospitalisation claim
  1. What is an Integrated Supreme Health Plan?

    Integrated Supreme Health Plan is a private medical plan that consists of 2 parts:
    1. the CPF MediShield Life portion as the basic component (Note: MediShield was replaced with MediShield Life by CPF Board from 01 Nov 2015 onwards)
    2. An additional private insurance coverage portion provided by Great Eastern.

      The final payout from the Integrated Supreme Health Plan will comprise of the MediShield Life payout and the Supreme Health’s additional insurance coverage payout.
       
  2. How do I check if my Supreme Health Plan is integrated?
    1. If you are a Singapore Citizen or Permanent Resident who has CPF MediShield Life and uses Medisave to pay for the Supreme Health Plan Premium, you will be covered under the Integrated Supreme Health Plan.

    2. What is Deductible and Co-insurance?

      Expenses incurred are subject to Deductible and Co-insurance, where applicable.

      Deductible is the fixed amount payable by the Life Assured in Period of Insurance (policy year) before any payout from the Supreme Health plan can be made.

      Co-insurance is 10% of the eligible expenses incurred in excess of the Deductible which is borne by the policyholder under Supreme Health plan.

      Please refer to the table below for illustration:

      Total Eligible Expenses S$10,000
      Less: Deductible  (S$3,500)
      Eligible Expenses in excess of Deductible S$6,500
      Less: Co-Insurance (10%) (S$650)
      Nett Amount Payable under Supreme Health S$5,850
       
      To complement the benefits of Supreme Health plan, a policyholder can choose to purchase a standalone Total Health plan to cover the Deductible and Co-insurance.

  3. Which benefits are NOT subjected to the Deductible under Supreme Health?

    Benefits listed below are not subject to Deductible:
        1. Outpatient Kidney Dialysis Treatment
        2. Outpatient Cancer Treatment (Radiotherapy, Chemotherapy, Immunotherapy, Stereotactic Radiotherapy)
        3. Erythropoietin
        4. Immunosuppressant drugs prescribed for treatment of organ transplants

    However, the Co-insurance of 10% shall apply.

  4. What is Short-Stay Ward?

    Confinement in the short-stay ward of an accident-and-emergency department of a government hospital with short stay ward charges incurred. There must be a short-stay ward charge.

    Hospital Name of Short-Stay Ward
    Tan Tock SEng Hospital Emergency Diagnostics & Therapeutic Centre (EDTC)
    National University Hospital Extended Diagnostic Treatment Unit (EDTU)
    Singapore General Hospital Emergency Observation Ward (EOW)
    Alexandra Hospital Extended Diagnostic Treatment Unit (EDTU)
    Khoo Teck Puat Hospital Extended Diagnostic Treatment Unit (EDTU)
    Changi General Hospital Short Stay Unit (SSU)
    Institute of Mental Health Observation Ward
         
  5. What is Day Surgery?

    Day surgery refers to the situation where a patient undergoes an operation in a hospital or a day surgery centre which is MediShield Life-accredited medical institution that can E-file a day surgery claim, performed by a duly qualified Medical Doctor and involving local or general anesthesia. The surgical expenses include the fees and charges for anesthetics and oxygen and their administration, and use of operating theatre and facilities. Surgery excludes Accidental Dental Treatment. Day surgery done in a clinic or polyclinic which is not participating in MediShield Life Scheme and does not have E-filing facility is not covered.

  6. What is Room & Board?

    It is accommodation in a hospital, including meals and general nursing, during confinement as a bed-paying patient. Deluxe rooms, luxury suites or other special rooms that cost more than a standard single room are excluded.
    High Dependency Ward is not classified under ICU. It is recognized as within the Standard Room & Board charges.

  7. What is Final Expenses Benefit?

    This is a waiver of Deductible and Co-insurance (D&C). This benefit will come into effect upon the insured person’s death during hospitalisation or after discharge from the hospital. The D&C, which must be incurred during the same period of insurance in which death occurs, will be reimbursed up to the limits for the plan type insured, provided that death is a result of the cause of the hospitalisation. If the insured person’s death is a result of self-inflicted injuries, suicide or attempted suicide, whether sane or insane, the Final Expenses benefit will not be claimable.

  8. How to submit claim under Integrated Supreme Health Plan?

    E-filing is mandatory under Integrated Supreme Health Plan.

    You need to inform the hospital/day surgery centre staff that you are covered under Integrated Supreme Health plan upon your admission. You will need to complete a Claim Form for Medisave-Approved Integrated Plan in order for the hospital/day surgery centre to submit the claim electronically i.e. via E-filing to us.

    Claim incurred for Inpatient treatment and/or Day Surgery and/or Outpatient Benefits namely, Erythropoietin, Immunosuppressant Drugs Prescribed for Treatment of Organ Transplants, Kidney Dialysis treatment and Cancer treatment will be submitted by Hospitals via E-filing through Central Claims Processing System (CCPS).

    All major hospitals/day surgery centres that are accredited under the MediShield Life scheme by MOH are linked-up to the electronic claim submission system. You may visit CPF Board’s website for an updated list.

  9. Does Short Stay Ward require to be E-filed for claim under Supreme Health? 

    Hospitals can only e-file the claim if confinement in the short stay ward is more than 8 hours. If the confinement is less than 8 hours, please submit the claim with the Hospital Claim Form and original final bill.

  10. If I did not E-file my claim under Supreme Health upon discharge, what should I do?

    You will need to go back to the hospital/day surgery centre to ask for E-filing to be done. Please note that some hospitals/day surgery centre will charge an administrative fee for such requests, which will be borne by policyholder.

  11. How to claim under my Supreme Health plan if I am also covered under another medical plan/my employment benefits?

    You should request the hospital/day surgery centre to E-file your claim to us for processing under your Supreme Health Plan first. After your claim has been processed and hospital bill has been finalized, you may to proceed submit the original final bill to claim against your employer or other medical plans, if any.

  12. If I had claimed my hospitalisation bills under another medical plan/my employment benefits first but I was not fully reimbursed, can I still submit the claim under my Supreme Health Plan?

    Yes, but you will need to bring the 3rd party insurer’s claim settlement letter to the hospital/day surgery centre and request them to E-file the claim inclusive of the 3rd party’s claim settlement amount to us.

    Please note that some hospitals/day surgery centre will charge an administrative fee for such requests, which will be borne by policyholder.

  13. What Claims are to be Manually Submitted to Great Eastern?

    (i)      For Life Assured who is a foreigner, the Supreme Health plan is not integrated with CPF MediShield Life. Hence, E-filing is not applicable
    (ii)     For Life Assured who is insured under Total Health plan only (with no Supreme Health plan)
    (iii)    For Life Assured who is insured under Premier Health Plan or Hospital & Surgical Protector Plan
    (iv)    Claim for all Pre and Post-Hospitalisation Treatments
    (v)     Claim for Overseas Bills

    For the above claims, policyholder needs to submit claim manually to Great Eastern.

    For instructions on manual claim submission and downloading of claims forms, please visit our website under Home > Personal Insurance > Get Help > Make a Claim > Medical/Hospitalisation Claim.

  14. If I had claimed my Pre/Post-Hospitalisation bills under another medical plan/my employment benefits first but I was not fully reimbursed, can I still submit the claim under my Supreme Health Plan?

    You may submit a copy of the 3rd party insurer’s claim settlement letter and a copy of the bills for us to process the balance unclaimed portion of the bill. If your bills reflect full payment by the 3rd party (e.g. MCPS – medical claims proration system for civil servants, other statutory bodies, etc.) where co-payment of the bill may be deducted from the salary, please provide a copy of the payslip reflecting the co-payment deducted for each corresponding bill.

  15. How approved claims are reimbursed to me?

    1. For claims under Integrated Supreme Health plan that are notified via E-filing, the payment will be made directly to the hospital/day surgery centre. The hospital/day surgery centre will finalize the bills and process the refund (if any) accordingly to the patients.
      1. For claims that are notified via manual submission, the reimbursement protocol is to first reimburse the policyholder for any cash payment, followed by the reimbursement to the CPF Medisave Account and then followed by the reimbursement to MediShield Life or Medisave-approved Integrated Shield Plan.

    2. Do Premier Health Plan (PHP)/Hospital & Surgical Protector (HSP) cover goods and services tax (GST)?

      No. PHP/HSP does not cover GST.

    3. If I have consulted the A&E Dept in a Hospital due to an illness (acute or otherwise) but was not hospitalised, will the claim be payable?

      No. Our hospitalisation plans do not cover for outpatient treatment at A&E Dept due to an illness. However, if the Life Assured has undergone a surgical procedure in the A&E Dept as a result of an illness, it would be covered.

    4. If I have consulted the A&E Dept in a Hospital due to an accidental injuries but was not hospitalised, will the claim be payable?

      Yes. Emergency outpatient treatment covers accidental injuries and this is only applicable to Hospitalisation Plans that have a benefit on Emergency Outpatient Treatment due to Accident.

    5. Can I claim under my Supreme Health plan if I am hospitalised overseas?

      If the medical or surgical treatment is medically necessary as a result of an Emergency while overseas, Supreme Health plan shall reimburse the eligible expenses incurred up to the limits stated in the Supreme Health Benefit Schedule, subjected to Reasonable & Customary charges in Singapore.

      Emergency is contractually defined as a serious Injury or illness or the onset of a serious medical condition which, in the opinion of the Company, requires urgent remedial treatment within 24 hours from the discovery of the Injury or illness or experiencing an onset of the serious medical condition to avoid death or serious impairment to the Life Assured’s immediate or long-term health.

      If you are also covered under Total Health plan, you can choose to purchase a Total Health Plus Rider (to be attached to your Total Health plan) to cover medical treatment in both emergency and non-emergency situations overseas.

    6. If I have a Total Health Plus Rider coverage attached to my Total Health plan, when do the Reasonable and Customary Charges come in for expenses incurred outside of Singapore?

      Under Total Health Plus Essential Rider
      The coverage for expenses incurred outside the ASEAN* countries will be limited to Reasonable and Customary Charges in Singapore.

      Under Total Health Plus Advance Rider
      If you have resided outside Singapore for more than 90 days, whether continuously or otherwise during the Period of Insurance, any Eligible Expenses incurred outside of the ASEAN* countries will be limited to Reasonable and Customary Charges in Singapore
      (Note: The 1st 90 days start from the date of departure from the country of residence)

      *Singapore, Malaysia, Indonesia, Philippines, Thailand, Brunei, Vietnam, Myanmar, Cambodia, and Laos.

SupremeHealth Recovery
  1. Why does Great Eastern need to recover claims paid out from my SupremeHealth policy?
    From the requirement set out in the CPF (Private Medical Insurance Scheme) Regulations, parties offering similar medical coverage to Medisave-approved Integrated Shield Plans are required to refund the amounts paid out under your Medisave-approved Integrated Shield Plan (i.e. SupremeHealth).

  2. What are the benefits of seeking a recovery?
    We encourage you to seek a recovery as this will ensure that the annual benefit limits under your SupremeHealth policy will be preserved as much as possible for future claimable events. By recovering the SupremeHealth claims payout from other parties, SupremeHealth premiums can be kept affordable in the long run.

  3. Why is Great Eastern processing my claim first when I have other medical insurance plans?
    For all Medisave-approved Integrated Shield Plans, hospitals/clinics are equipped with the MediClaim system (administered by CPF) to directly get in touch with insurers on claims for your medical expenses. Hence, Great Eastern will be the first party to process your claim.
    Great Eastern will then proceed to get in touch with your employer or the other insurer with your assistance/approval to recover the claim paid out from your SupremeHealth plan.
    Please note that, prior to Great Eastern getting in touch with your employer or the other insurer, you need to make a claim with your employer’s insurer or the other insurer and return us the SHP Claims Recovery Authorisation Form.

  4. I would like to claim from my employer or other insurer first. Could I inform the hospital and then re-submit the claim for SupremeHealth if there are still amounts not paid by my employer or other insurer?
    Should your employer or other insurer also provide an LOG, you may claim from your employer or other insurer first. SupremeHealth will pay any outstanding eligible expenses not reimbursed under your employer or other insurer's insurance policy.
    Otherwise, you are encouraged to e-file your SupremeHealth claim with the hospital first and seek a recovery of the claim paid out under SupremeHealth from your employer or the other insurer.

  5. How can I find out which insurer covers my employer for medical benefits?
    You may check with your employer on details of the medical insurance policy offered by your company. Details useful for the recovery are the insurer's name, contact person, policy details and type of coverage. If your employer is self-insured, just pass us the contact person’s details and we will get in touch with him/her directly.

  6. Why should I make my employer or other medical insurance plans refund the paid medical expenses back to SupremeHealth?
    When we successfully claim back from your employer or other medical insurance plans, you will preserve the annual benefit limit under your SupremeHealth Plan, keeping your premiums affordable in the long run.

Instructions for Recovery
  1. My company does not provide me with any hospitalisation benefit, but I have a personal medical insurance policy. Should I claim from my personal medical insurance policy, too?
    Yes, you should claim from your personal medical insurance policy, too. You can proceed to make the recovery after you receive from us a letter informing you that your medical expenses have been successfully reimbursed under your SupremeHealth policy. Please follow the steps below for making recovery from the other insurance policy:

    Step 1:

    Submit a claim to the insurer of the insurance policy that you are seeking recovery (if this has not been already done). Please refer to the respective insurer for submission procedures. If the insurance policy is one that is provided by the employer, you may need to submit the claim via the employer.

    Step 2:
    Complete the SHP Claims Recovery Authorisation Form.

    Step 3:
    Return the following items to us using the self-addressed envelope provided.
    • Completed SHP Claims Recovery Authorisation Form
    • Duplicated copy of all documents submitted in Step 1, which should include the claim form and hospital bills

  2. Could Great Eastern obtain information of my employer or other insurer directly from the hospital and help me to submit the claim?
    Your personal information with the hospital only includes basic information on the hospitalisation and the bill incurred. It does not include any information on your employer or the other insurer. The hospital is also not in the position to release such information to a third party. As such, Great Eastern would not be able to submit a medical claim directly to your employer or other insurer on your behalf.

  3. The other insurer requires a medical report to assess the claim. Will the medical report fees be borne by Great Eastern?
    No, Great Eastern will not be able to reimburse you for your medical report fees.

Voucher Incentive
  1. What will I receive upon a successful recovery?
    As a token of our appreciation, you will receive a S$50 Robinson’s gift voucher from us if we successfully claim from the other insurer for the medical expenses incurred. The voucher will be sent to you approximately a month from the date Great Eastern receives the reimbursement amount from the other insurer.

Letter of Guarantee (LOG)

      1.  What is a Letter of Guarantee (LOG)?
           A LOG* is a facility Great Eastern extends to our Supreme Health Lives Assured. When you are admitted to a hospital, a LOG can be obtained at the hospital to waive the
           pre-admission deposit amount of up to S$10,000.

           *Note: Applicable only when Supreme Health Life Assured does not use Health Connect.

     2.   How does the LOG work?
           LOG is available only at the participating Restructured hospitals and Private hospitals in Singapore. You may request for a LOG in the event that you are unable to settle the
           pre-admission deposit. The LOG can be used to waive the deposit up to S$10,000, thus alleviating your financial burden.

    3.    Who is eligible for a LOG?
            LOG will be issued if the pre-set rules are fulfilled. Great Eastern reserves the right and at its discretion, to decline the request for a LOG in other circumstances which may
            not be listed.

a)         Only for Supreme Health’s Life Assured
b)         Must be accompanied with Medical Claims Authorisation Form (MCAF)
c)         Only applicable for Singapore Citizen or Singapore Permanent  Resident
d)         Policy is in-force at the date of hospital admission
e)         Life Assured was accepted for cover at standard risk
f)          There is no pending premium for more than 1 month
g)         There are no pending claims in progress
h)         The medical conditions and treatments are not excluded from the policy


Instructions for Request of LOG
  1. How can I request for a LOG?
    You can inform the hospital staff at point of admission that you are a Supreme Health Life Assured. Hospital staff would be able to assess if you are eligible via the e-LOG system and generate the LOG on the spot. You would need to sign the Medical Claims Authorisation Form (MCAF) before the LOG can take effect.

  2. When will a LOG be issued?
    A LOG would be issued immediately upon request during the admission process if you fulfil the pre-set rules to be eligible for LOG.

  3. Should I request for a LOG from Great Eastern prior to a scheduled admission?
    No, you do not need to request for a LOG in advance from Great Eastern. LOG will not be issued in advance prior to a hospital admission. All requests are to be processed at the hospital via the e-LOG system.

LOG Amount
  1. How much pre-admission deposit is the LOG able to waive?
    The LOG is able to waive up to S$10,000 deposit per hospital admission, including requests for top-ups.
  2. Example: If you are covered under Supreme Health and Total Health.
    If a pre-admission deposit of S$12,000 is required, the LOG will issue a waiver of S$10,000. The hospital will collect the outstanding in excess of S$10,000 or not reimbursable under Total Health from you. The outstanding amount may be payable by cash and/or Medisave. You may check with the respective hospitals for more details.

    Note: If you are covered only under Supreme Health, you will have to bear the Deductible and Co-insurance. LOG will waive the upfront cash deposit, after deducting Deductible and Co-insurance, up to S$10,000.

  3. Can I appeal for a higher LOG amount if I need more than S$10,000?
    We regret to inform that Great Eastern would not be able to accede to requests of more than S$10,000. You would need to bear the outstanding amount using cash or funds from your own or a family member’s Medisave account.

    Alternatively, if you call in to Health Connect, you can get pre-authorisation for your proposed medical and/or surgical expenses. Once the pre-authorisation is completed, a Certificate of Pre-authorisation will be issued. This Certificate of Pre-authorisation waives off the deposit requirement upon admission and also enable for Great Eastern to settle the medical and/or surgical expenses directly with the hospital after discharge.

    Please refer to FAQ on Health Connect for more information.

Issuance of LOG
  1. Is the issuance of LOG guaranteed?
    The issuance of a LOG is not guaranteed. In some circumstances, your request for a LOG may be declined. This includes, but is not limited to, not fulfilling the pre-set rules for LOG eligibility. Great Eastern reserves the right, at its discretion, to decline the request for a LOG in circumstances not listed under the pre-set rules.

  2. Would I still need to settle the pre-admission deposit or hospitalisation bill upon presenting the LOG?
    The issuance of a LOG does not guarantee a full or partial waiver of the pre-admission deposit. The LOG is still subjected to acceptance by the hospital. The hospital may still, at its discretion, require you to fully settle the hospitalisation/day surgery bill upon discharge, despite the submission of a LOG.

  3. Does the issuance of a LOG suggest a full admittance of my claim?
    The issuance of a LOG does not indicate an approval on any claim or claim amount in respect to the cause of admission payable under your Supreme Health Plan. A claim would still need to be submitted and assessed by Great Eastern.

    The LOG amount may not be the actual sum that you are entitled to claim under the policy. The final amount of claim paid upon a claim settlement may deviate from the LOG amount.

  4. Are there any other documents that I need to submit together with the LOG?
    You need to sign the Medical Claims Authorisation Form (MCAF) before the LOG can take effect. The hospital staff will pass the form to you at point of admission.

  5. If I have a LOG from my employer or other insurer, can I request for a LOG from Great Eastern?
    We regret to inform that Great Eastern would not be able to issue another LOG.

  6. If I do not have a Supreme Health policy but am insured under Premier Health Plan/Hospital & Surgical Protector, am I eligible for LOG?
    No, LOG is only available to eligible Lives Assured covered under Supreme Health.

 


LOG Availability
  1. Which are the participating hospitals in Singapore?
    LOG is only available at the following participating Restructured hospitals and Private hospitals.

    List of Participating Restructured Hospitals
    • Singapore General Hospital
    • Tan Tock Seng Hospital   
    • National University Hospital
    • Changi General Hospital
    • KK Women's & Children's Hospital
    • Khoo Teck Puat Hospital
    • Ng Teng Fong General Hospital
    • Alexandra Hospital

    List of Participating Private Hospitals

    • Raffles Hospital
    • Mount Elizabeth Hospital
    • Parkway East Hospital
    • Gleneagles Hospital
    • Thomson Medical Centre
    • Concord Cancer Hospital
    • Mount Elizabeth Novena Hospital
    • Mount Alvernia Hospital
    • Farrer Park Hospital

  2. Can I request for a LOG for all hospital treatments?
    LOG would only be issued for day surgery and inpatient hospital treatments. It is not applicable for outpatient treatments such as kidney dialysis, cancer treatment and consultation.

  3. Can I request for a LOG for medical treatments, emergency or non-emergency, when overseas?
    No, this facility is currently only available to local participating hospitals and private hospitals.

ElderShield
  1. What is the definition of disability?
    Disability shall mean the inability of the policyholder to perform at least three out of the six Activities of Daily Living (ADL), even with the aid of special equipment; the physical assistance of another person is always required throughout the entire activity. Cases whereby substantial assistance is needed to do the ADLs will also be considered.

  2. What are the ADL?
    The six Activities of Daily Living are washing, dressing, feeding, toileting, mobility and transferring.

  3. Does ElderShield give worldwide coverage?
    Yes.

  4. Can I claim after I reach 65 years of age (Regular Premium Plan) since I will no longer be paying premiums?
    The premium payment term of the policy is up to age 65. However, the policy provides lifetime coverage. Hence, you will still be eligible to claim under the policy after you have stopped your paying your premiums at age 65.

  5. Should I recover from my disability after a period of time, will I have to continue paying the premiums?
    Should you recover from your disability, benefit payments will cease and you have to resume paying the premiums to continue the coverage. However, if you have exceeded the premium paying age by then, no more premium payments will be required, but you will continue to be covered under the policy.

  6. Will there be any claim payable upon death?
    ElderShield covers disability only, so no claim will be payable should death occur. There will also be no refund of premiums. The policy will be terminated upon the death of the policyholder. However, if the policyholder has purchased our Supplementary Plan, the estate of the policyholder will be eligible to claim for the death benefit should death occur during the disability claim. However, if there is no disability claim at the time of death, there will not be any death benefits payable.

Benefit
  1. How much is the monthly benefit?
    For policies that commenced before 30 September 2007, the monthly benefit shall be S$300. For policies that commenced after 30 September 2007 or have been successfully upgraded, the monthly benefit shall be S$400.

  2. For how long will I receive the monthly benefit?
    The benefit shall be payable up to a maximum of 60 months per lifetime for policies that commenced before 30 September 2007. For policies that commenced after 30 September 2007 or have been upgraded to the new ElderShield plan, the benefit is payable up to a maximum of 72 months. It shall cease immediately on the earliest of the following dates:
    1. the date of recovery from disability
    2. the date of death of the policyholder
    3. after the maximum benefit payout period has been reached (i.e. 60 months or 72 months)

  3. How will the monthly payments be made to me?
    For your convenience, the payments can be directly credited into your bank account specified in the Claim Form. Alternatively, cheque payments can be arranged.

  4. Can payments be made to my caregiver?
    All payments will be made to the policyholder. However, we will consider your request on a case-by-case basis.

  5. I am going overseas for my treatment. Can you send the monthly benefit to my overseas address?
    Arrangement for bank drafts to be sent to your overseas address or telegraphic transmission to your overseas account can be made. However, any charges involved will be deducted from the benefit payments.

  6. With the treatment received, I can now perform the ADLs, which I was unable to do so previously. Must I inform your company?
    Yes. Since the benefit is only payable when you are not able to perform at least three ADLs, we will have to review your case when there is an improvement in your condition.

Procedure
  1. Can I stop my premium payment once I file for a claim?
    You are required to continue paying the premiums to keep the policy in force till the admission of the claim. Subsequently, any premiums paid after the date of the medical assessment will be refunded.

  2. I am disabled but I do not stay in Singapore and am unable to go back. How should I file my claim?
    You would be required to obtain the Claim Form from the insurer’s website, or contact the insurer’s Customer Service Centre to request for a copy to be mailed to you.

    You will then have to submit the completed statement, together with any available medical reports (from registered practitioners in Western medicine), and provide the name, address and clinic of the doctor certifying your medical condition.

    Upon receipt of the information, the insurer will send the Assessor’s Statement to the doctor, who will assess the severity of your disability and send the completed statement back to the insurer.

    The insurer will assess the claim and, where necessary, request your disability to be assessed by a specialist in your country of residence, to be appointed by the insurer.

    For claims made from overseas, the insurer shall make every reasonable effort to assess the disability and make claim payments. Under these circumstances, the insurer may commute the benefit payments to a single payment reflecting the present value of future benefit payments.

Medical Assessment
  1. I am a housebound patient and cannot go to your panel assessor for the medical assessment. Can the assessor come to my house or institution?
    You may make arrangement with the panel assessor located nearest to your house or institution for a house call. The assessment fee for a house call will be S$150.

  2. Which panel assessor is nearest to my house/institution?
    Click here for the panel assessor list.

    This list is also attached to the claim form for your easy reference.

  3. Should I recover from my disability and subsequently become disabled again, would I need to go for another medical assessment?
    Yes, you would need to go for another medical assessment.

  4. Will I get a reimbursement for the assessment fees?
    Yes, we will reimburse the full assessment fees (including S$150 for the housecall)  upon admission of the claim.

Periodic Review
  1. Will there be any reviews of my disability?
    Yes, you may be required to go to our panel assessor for periodic examination. We shall keep you informed when such requirements arise.

  2. Will there be any charges for the reviews? Who will bear those charges?
    Yes, there will be charges for reviews. However, the insurer shall bear the charges for the reviews.

Maturity

Maturity Payment
  1. What happens to the maturity proceeds if I’m not living in Singapore when my policy matures?
    We will write to the policyholder before the maturity date regarding the payment.

  2. Who will the maturity claim be paid to?
    Maturity proceeds will be paid to the legal owner of the policy.

  3. Can I use my maturity proceeds for payment of premiums for another policy or for repayment of policy loans/APL?
    No.

  4. Can I transfer my maturity proceeds as full/part payment to a new policy that I want to purchase?
    Yes. Kindly inform your servicing Great Eastern Distribution Representative or OCBC Financial Consultant of the request. We shall send you a cheque for the balance maturity proceeds, if any, after the transfer of the maturity proceeds.

  5. Can I authorise my Great Eastern Distribution Representative to collect my Great Eastern Life maturity cheque?
    Yes, but we will require an authorisation form signed by you before we can release the cheque to your Servicing Distribution Representative. Please note that the authorisation letter has to be submitted to us at least seven working days before the maturity date.

Feedback

For any concerns on your policy or our services, kindly fill up this Feedback Form. Alternatively, you can email directly to Customer Service at wecare-sg@greateasternlife.com 



We aim to resolve your feedback & complaints professionally and fairly within our established service standards as follows:

Progress of Resolution / Investigation Service Standards*
Provide acknowledgement reply T+2 working days
Provide final resolution T+14 working days
Resolution exceeding
(T+14 working days)
Interim reply will be sent by T+14 working days, and every subsequent 14 working days, until final resolution given

*"T" denotes the date of receipt of the complaint.

Independent Party Review
In the event that our final resolution is not to your satisfaction, and you wish to seek a third party opinion, we would suggest that you approach the Financial Industry Disputes Resolution Centre (FIDReC) for an independent assessment of your case. FIDReC is an independent and impartial institution specialising in the resolution of disputes between financial institutions and consumers. Its address is listed below:-

Financial Industry Disputes Resolution Centre (FIDReC)
112 Robinson Road #08-01
HB Robinson
 Singapore 068902


Tel : (65) 63278878, Fax : (65) 63278488


Email : info@fidrec.com.sg

Thank you for insuring with Great Eastern.

Back to top
Need help?
For product enquiries
For customer service
Email Us
Visit Us
Make a claim
Buy General Insurance
Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd
Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd