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Frequently asked questions

Policy Servicing



Loan / Withdrawals / Maturity

Claims



Deferment of Premium Payment Programme
Policy Servicing

Bonus Statement 2020

1. How will my policy be affected after bonus declaration?

  • The reversionary bonus rates remain unchanged for 2020.    
  • The terminal bonus rates on death/TPD remain unchanged for 2020.
  • The terminal bonus rates on maturity or surrender remain unchanged for 2020.
  • Cash bonus rates for cash bonus policies remain unchanged

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. Since there is no revision in bonus rates, why are the “Illustrated Death Benefit” and “Illustrated Surrender Value” different from the illustrated values in my last year’s bonus statement?

The illustrated values will be different from last year’s bonus statement if your policy is a Whole Life policy and the Life Assured’s Age is between 45 to 79 as the illustrated values are based on the year that is 20 years later from current year.

For example:

If your age today is 47, illustrated values this year are based on the year 2041 (20 years later from 2021). In the last year’s bonus statement, your age will be 46 and illustrated values are based on the year 2040 (20 years later from 2020).

3. 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.

4. How can I find out more about the bonus rates for my policies?

Softcopy of the Annual Bonus Statement will be made available to our policyholders on e-Connect by end June this year. SMS will be sent to inform you on the availability of the Statements.

Hardcopy Statements together with the Participating Fund Update for 2020 will be mailed out to the policyholders who are

  • Aged 60 years old and above, or
  • Has previously opt for hardcopy communication from the Company

The statements will be sent out progressively in batches in July this year.

*The Annual Bonus Statement will be accompanied by the Participating Fund Update for 2020. The Participating Fund Update will inform policyholders of the performance of our Par Fund in 2020, the Asset Mix, overview of the economic outlook and the allocation of Annual Bonuses to Par Policies for the year. We have included explanatory notes and infographics in the Statement to help our policyholders understand the common insurance terms used as well as how illustrated values are derived.

5. I wish to receive hardcopy communications. How could I update my preference? 

You may wish to update your preference via the following:

OR

  • Call our Customer Service on 1800 248 2888 or email us at wecare-sg@greateasternlife.com

6a. My policy does not break-even even after the bonus declaration.

6b. The total premiums I have paid for my policy have exceeded the death benefit. Why should I continue my 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.

7. 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 at 1800-248-2888 for more information on policy loan.

8. What is the current investment portfolio of the Par Fund?

We will be sending the Bonus Statement for 2020 to all our policyholders by batches in June 2021. For policies with Reversionary/Terminal Bonus, you will receive a Par Fund Update for 2020 together with your Statement. The Par Fund Update will give you details on the asset mix of the Par Fund, fund performance and economic outlook.

9. 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. Cash Bonus will be allocated on the policy anniversary and the Cash Bonus Statement will be sent within one month from the date of allocation. Non-participating policies will not be reflected in the Statement.

For the former, a separate communication will be sent to customers to share on the Par Fund Update for 2020.

10. 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 2041 (20 years later).
  • If LA’s age is above 79 – the illustrated values are based on the year that the LA turns 99.

Please note that Illustration Values exclude Survival Benefit and Cash Bonus, if any. Policyholders may refer to the original Policy Illustration for these values.
 

Note: The PPF Scheme protects life insurance policies (including riders) issued by licensed life insurers which are PPF Scheme members. The Scheme covers policies issued in Singapore by a licensed life insurer to both residents and non- residents of Singapore. It does not cover policies issued by overseas branches of a licensed life insurer incorporated in Singapore. Refer to this link for more details on PPF Scheme.


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/ Maturity

In response to the low interest rate environment and global economic outlook, we will be revising the interest rates earned on the Cash Benefits (Cash Bonus / Survival Benefits) accumulated with the Company and the interest rates for Policy Loan with effect from 1 July 2021 as follows.

*Interest rate on Policy Loan has been revised from 6.0% to 5.5% annually.

#Interest rate earned on the Cash Benefits (Cash Bonus / Survival Benefits) accumulated with the Company has been revised from 3.0% to 2.5% annually.
This rate revision does not apply to policies denominated in USD sold after year 2015.


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 *5.5% 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 #2.5% 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.

    You may log in to e-Connect to request for a withdrawal of your Cash Benefit.

  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 *5.5% 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. You may click here for the various payment options available. 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?
    You may log in to e-Connect to request for a Policy Loan.

  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. 

Maturity Payment

For policies that are maturing, we offer various payment options to our policyholders.

  • You may wish to opt to receive the maturity payment via your NRIC linked PayNow bank account or through direct crediting into your preferred bank account. Please complete this form and submit to us at least one month before the maturity due date. The payment will be credited to the account by the due date. For non-OCBC bank account holder, the crediting will take place by the next working day.
  • For cheque payment, a remittance advice showing the breakdown of maturity proceeds with the perforated cheque will be mailed to you. If you would like to authorise your financial representative to collect the cheque, you may complete the authorisation form and submit it to us at least seven working days before the maturity date.

For policyholders who are residing in overseas, we will be writing to inform you on the maturing of your policy and the available payment options before the due date. Please keep us informed on your preferred mode of receiving the payment so we could make the arrangement accordingly.


Unclaimed Maturity

We are always on a lookout for policyholders whose policies have matured and have outstanding monies due to them under their insurance policies with Great Eastern Life. You may refer to the list as follows.

LIA Register of Unclaimed Life Insurance Proceeds

We would require verification of the individual’s name and the last few digits of their identity number. If you know of any of these individuals, you may contact our Customer Service Officer (click here).


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 


  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.

Personal Accident 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 

Medical/ Hospitalisation claim
  1. What is an Integrated GREAT SupremeHealth Plan?
    GREAT SupremeHealth, which is an Integrated Shield Plan, consists of 2 parts:
    (1) MediShield Life (Basic component) which is compulsory and administered by CPF Board, and
    (2) An additional private insurance coverage portion provided by Great Eastern.

    The final payout from the integrated GREAT SupremeHealth will comprise of the MediShield Life payout and the GREAT SupremeHealth’s additional insurance coverage payout.

  2. How do I check if my GREAT SupremeHealth is an Integrated Shield Plan?
    If you are a Singapore Citizen or Permanent Resident who has MediShield Life and uses Medisave to pay for the GREAT SupremeHealth premium, you will be covered under the integrated GREAT SupremeHealth.

  3. What is Deductible and Co-insurance?
    Expenses incurred are subject to Deductible and Co-insurance, where applicable.
    Deductible is the initial amount Life Assured need to pay in Period of Insurance (policy year) before any payout from the GREAT SupremeHealth can be made.
    Co-insurance is proportion of the claim that Life Assured need to pay after the deduction of the Deductible. It is expressed as a percentage of the total claimable amount.

  4. Which benefits are NOT subjected to the Deductible under GREAT SupremeHealth?
    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.

  5. What is Short-Stay Ward?
    Confinement in the short-stay ward of an accident-and-emergency department of a  Government Restructured Hospitals with short stay ward charges incurred. There must be a short-stay ward charge.

  6. 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, 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 is not covered.

  7. What is Room & Board?
    Room & Board refers to 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.

  8. 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.

  9. How to submit claim under GREAT SupremeHealth?
    If you are a Singapore Citizen or Permanent Resident, you need to inform the hospital/day surgery centre staff that you are covered under GREAT SupremeHealth 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 are linked-up to the electronic claim submission system. You may visit CPF Board’s website for an updated list.

  10. Does Short Stay Ward require to be E-filed for claim under GREAT SupremeHealth?
    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.

  11. If I did not E-file my claim under GREAT SupremeHealth 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.

  12. I would like to claim from my employee benefits (Group Hospital & Surgical) or other insurer first for my upcoming hospitalisation treatment.  Only if my employee benefits cannot claim in full, I will then claim the balance amount from my GREAT SupremeHealth. How should I inform the hospital?  
    You will have to present a 3rd party Letter of Guarantee (LOG) to the hospital and request the hospital to bill the 3rd  party LOG as 1st payer, followed by GREAT SupremeHealth (2nd payer) during the financial counselling session with the hospital of how the bill may be covered by 3rd party LOG under employee benefits, an Integrated Shield plan, Medisave and government subsidies (where applicable). A 3rd party LOG is provided to you by the other insurer under your employer's Group Hospital & Surgical policy if you are eligible. You can check with your company's human resource on your eligibility.

  13. If I had claimed my inpatient hospitalisation/ day surgery bill against my employee benefits (Group Hospital & Surgical) first but the bill was not reimbursed in full. Can i still submit the claim under my GREAT SupremeHealth?      
    Yes, you will need to bring the other insurer's claim settlement letter to the hospital/ Day Surgery Centre and request them to submit the claim electronically (e-file), inclusive of the claim settlement amount paid by Group Hospital & Surgical under GREAT Supremehealth. At the same time, you will need to notify Claims Department by submitting a copy of the Group Hospital & Surgical claim settlement letter to us.

  14. What claims are to be manually submitted to Great Eastern?
    (1) For Life Assured who is a foreigner, your GREAT SupremeHealth is not integrated with MediShield Life. Hence, E-filing submission is not applicable
    (2) For Life Assured who is insured under Premier Health Plan or Hospital & Surgical Protector Plan
    (3) Pre and post hospitalisation treatments
    (4) Overseas bills

    Policyholder needs to submit the above claims 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.
     
  15. If I had claimed my Pre/Post-Hospitalisation bills against my employee benefits (Group Hospital & Surgical, Outpatient) first but the pre/ post bills were not reimbursed in full. Can i still submit the balance amount to claim under GREAT SupremeHealth?
     
    Yes, you will need to submit the following documents to us in order to claim the remaining balance from us:
     (1) A copy of the other insurer's claim settlement letter; and
     (2) A copy of the pre/ post bills.
     (3) If your bills reflect full payment by the 3rd party (e.g MCPS - medical claims proration system for civil servants, other statutory bodies, etc.) and where 
          you are required to bear a co-payment of the bill, such co-payment is typcially deducted from your salary account by your employer, please provide us 
          with the proof of such co-payment being deducted.
         
  16. How approved claims are reimbursed to me?
    For claims under GREAT SupremeHealth that are notifed 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) according to the patient.

    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.

  17. If I have consulted the A&E Department of a Hospital due to an illness (acute or otherwise), will the claim be payable? 
    No. Our hospitalisation plans do not cover for outpatient treatment at A&E Department of a Hospital due to an illness. Where applicable, you should claim from your employee benefits for outpatient treatment.

  18. If I have been treated at A&E Department of a Hospital due to an accidental injuries, will the claim be payable?
    Yes. Emergency outpatient treatment covers accidental injuries and is only applicable to hospitalisation plans that provide benefit for Emergency Outpatient Treatment to bodily injuries due to an accident. Please refer to the terms and conditions of your respective hospitalisation plan for eligibility.

  19. Can I claim under my GREAT SupremeHealth if I am hospitalised overseas?
    If the medical or surgical treatment is medically necessary as a result of an Emergency while overseas, GREAT SupremeHealth shall reimburse the eligible expenses incurred up to the limits stated in the GREAT SupremeHealth 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.

  20. If I have a GREAT TotalCare Plus coverage attached to my GREAT TotalCare, when do the Reasonable and Customary Charges come in for expenses incurred outside of Singapore?
    Under GREAT TotalCare Plus (ESSENTIAL) 
    The coverage for expenses incurred outside the ASEAN* countries will be limited to Reasonable and Customary Charges in Singapore.

    Under GREAT TotalCare Plus (ADVANCE)
    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.

  21. If the insured person underwent day surgery, can he/she claim under Hospital & Surgical Protector (HSP)/Premier Health Plan (PHP)/GREAT 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.

  22. My surgery or treatment has been rescheduled because of the Covid-19 situation. As such, my pre and post hospitalisation visits have also been affected. Can I still submit bills to make claims?
    Yes, you can still submit the bills to make claims if your pre and post hospitalisation visits are related to your surgery or treatment.

    Simply provide us with your doctor's memo with the following details:
    (1) A statement that your surgery or treatment has been rescheduled because of the COVID-19 situation.
    (2) Details of both the original and rescheduled dates, for example, from 16 March 2020 rescheduled to 16 June 2020.

    Submit your medical bills with the doctor's memo to us to make your claims.

    As your pre and post hospitalisation claims are valid for 120 and 180 days respectively, they may no longer be valid due to your rescheduled surgery or treatment. Please be assured that we'll still process your claims as long as these expenses are eligible based on your policy coverage. You may refer to your policy contract or contact your financial representative to find out the details of your eligible claimable expenses.

 

 
 

GREAT SupremeHealth Integrated Shield Claim Recovery
Dear Customer,

We hope you are satisfied with your recent claims experience with Great Eastern and you are recovering well. 

Please consider fully utilizing the benefits of your employer's Group Hospital & Surgical Plan if you are eligible. You can easily receive up to $200* worth of shopping vouchers if you do so for a successful claim recovery on your GREAT SupremeHealth plan. 

Thank you and wishing you a speedy recovery.
 
  1. Why should I do this? 
    GREAT SupremeHealth is a Medisave-approved integrated medical insurance plan (Integrated Shield plan), other insurers providing similar medical coverage are required to refund the amounts paid out under the individual's GREAT SupremeHealth plan.

    We encourage to you to recover your GREAT SupremeHealth claims payout from other parties - most typically your employer's Group Insurance (Hospitalization & Surgical plan).  This is beneficial to you as it will preserve the annual benefit limits under your GREAT SupremeHealth policy for any future claimable events.  The premiums can also be kept affordable in the long run for consumers across the board.

    In doing so, you can receive up to $200* worth of shopping vouchers as a token of appreciation form us upon successful recovery of your GREAT SupremeHealth claims.

  2. How do I claim from my employer's group insurance to reimburse to my GREAT SupremeHealth?
    Doing so is easy! Simply follow these steps:

    1. Check with your company's Human Resource (HR) if you have any Group Insurance coverage provided by your employer

    2. If so, please submit the following documents to your company's HR:

      1. Group insurance claim form. This can be downloaded from most group insurers' websites or claim can be submitted via online submission portal arranged by your company's HR
      2. Original final and itemised bills
      3. Hospital (or Inpatient) Discharge Summary
      4. GREAT SupremeHealth claim settlement letter - For each approved claim, we will send out the settlement letter to you providing details on claim payment made.

    3. Your company's HR will liaise with your employer's group insurer for appropriate reimbursements.

    4. Complete the Integrated Shield Claims Recovery Authorisation Form and send it back to us @ MedicalClaims-SG@greateasternlife.com.

    5. Any assistance required from us on the above steps, please feel free to contact us at 1800 248 2888.


  3. When will I receive my token of appreciation?
    Upon successful reimbursement from your employer's Group Insurance to Great Eastern, you will receive up to $200* worth of shopping vouchers as a token of appreciation from us within one month.

    *Please note that the value of voucher depends on amount successfully recovered. The Company reserves the right to replace the voucher/credits with an item of similar value at any time.

Letter of Guarantee (LOG) - waiver of pre-admission deposit
  1. What is a Letter of Guarantee (LOG)?
    A LOG* is a facility Great Eastern extends to our GREAT SupremeHealth 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$80,000 for Restructured Hospital and S$50,000 for Private Hospital.

    *Note: Applicable only when GREAT SupremeHealth 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$80,000 for Restructured Hospital and S$50,000 for Private Hospital, 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 below.

        a)   Only for GREAT SupremeHealth’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)   The medical conditions and treatments are not excluded from the policy

  4. How can I request for a LOG?
    You can inform the hospital staff at point of admission that you are a GREAT SupremeHealth Life Assured. Hospital staff would be able to assess if you are eligible and generate the LOG. You would need to sign the Medical Claims Authorisation Form (MCAF) before the LOG can take effect.

  5. 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. Hospitals will self-administer the LOG. 

  6. How much pre-admission deposit is the LOG able to waive?
    The LOG is able to waive up to S$50,000 deposit for private hospitals and S$80,000 for restructured hospitals per hospital admission.

  7.  Can I appeal for a higher LOG amount?
    We regret to inform that Great Eastern would not be able to accede to requests of more than the stipulated amount stated above. 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 if you are seeing our panel specialist for your planned admission/ surgery to request for pre-authorisation for your proposed medical and/or surgical expenses. Once the pre-authorisation is completed and approved, 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.

  8. 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.

  9. 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.

  10. 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 GREAT SupremeHealth. 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.

  11. 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.

  12. 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.

  13. If I do not have a GREAT SupremeHealth 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 GREAT SupremeHealth.

  14. 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
    • Sengkang General Hospital
    • Singapore National Eye Centre
    • Jurong Medical Centre

    List of Participating Private Hospitals

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

  15. 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.

  16. 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. Can I see my own doctor or therapist to be assessed for ElderShield eligibility?
    Severely disabled individuals who wish to apply Eldershield will need to undergo a severe disability assessment by a MOH-accredited severe disability assessor. We have expanded the list of accredited assessors to include therapists and nurses who have been trained to assess whether the applicant meet Eldershield criteria of being unable to perform three or more of the six Activities of Daily Living (ADLs).                                                                                                                                                                                                       
  2. 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 assessors located nearest to your house or institution for a house call. For disability assessment, applicant will need to pay $100 for a clinic-based assessment or $250 for non-clinic based assessment with effect from 31 Jan 2020.                                                                                                                                                                                      
  3. Which panel assessor is nearest to my house/institution?
    Click here for the panel assessor list.

  4. 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.
                                                                                                                                                            
  5. Will I get a reimbursement for the assessment fees?
    Yes, you will be be fully reimburse for the fees upon admission of the claim .                                                                                                                                                                                                                                                  
  6. Will cognitive impairments be better recognised under revised disability assessment framework?
    Yes, assessors will be guided more explicitly on the aspects to take into consideration if an insured is suspected to be cognitively impaired.                                                                                                                                                                  
  7. If my General Practitioner (GP) / my nursing home has assessed that I am disabled, why do I still need to visit an accredited assessor for assessment?
    Not all GPs would have undergone the rigorous training programme to learn how to assess disability. You would still required to undergo disability assessment which performed by an accredited assessor. If you are staying in a nursing home, you may approach your nursing home for assistance to submit the Resident Assessment Form in place of the severe disability assessment. 

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.

GREAT CareShield Advantage / GREAT CareShield Enhanced

1. What is disability? 

Disability refers to the inability of the Life Assured as certified in an Assessor's Statement, to perform any of the 6 Activities of Daily Living (ADLs). This means requiring significant assistance from another person throughout the entire activity. 

2. What are the 6 Activities of Daily Living (ADLs)?
The 6 Activities of Daily Living are:

(a) Washing
The ability to wash in the bath of shower (including getting into and out of the bath of shower) or wash by other means.

(b) Dressing
The ability to put on, take off, secure and unfasten all garments and, as appropriate, any braces, artificial limbs or other surgical or medical appliances.

(c) Feeding
The ability to feed oneself food after it has been prepared and made available.

(d) Toileting
The ability to use the lavatory or manage bowel and bladder function through the use of protective undergarments or surgical appliances if appropriate.

(e) Walking or Moving Around
The ability to move indoors from room to room on level surfaces.

(f) Transferring
The ability to move from a bed to an upright chair or wheelchair, and vice versa.

3. Does GREAT CareShield Advantage / GREAT CareShield Enhanced provide worldwide coverage?
Yes

4. To be insured under GREAT CareShield Advantage / GREAT CareShield Enhanced, I would already have a basic ElderShield or CareShield Life policy. In the event of a Disability, do I need to be assessed twice to make claims for both policies?
No, you will only be required to complete a single claim form and assessment for your both policies.

5. Can I see my own doctor or specialist to be assessed?
You are only able to use your own doctor for the assessment if they are already on the list of MOH Accredited Assessors for Severe Disability Schemes.

6. Should I fully recover from my disability, will I have to continue paying the premiums?
Should you recover from your disability, you will have to resume paying the premiums to continue your coverage. However, if you have exceeded the premium payment age (chosen by you when you first purchased the policy) when you have fully recovered from your disability, no more premium payments will be required and you will continue to enjoy coverage under the policy.


Benefit

1. How much is the monthly payout that I will receive?
The monthly payout that you will receive depends on your chosen monthly benefit when you had purchased the policy and whether you had purchased GREAT CareShield Advantage or GREAT CareShield Enhanced.

For GREAT CareShield Advantage, if you are still unable to perform 2 or more ADLs after the Deferment Period, you will receive 100% of your chosen monthly benefit amount for as long as you are unable to perform 2 or more ADLs.

For GREAT CareShield Enhanced, if you are still unable to perform 2 ADLs after the Deferment Period, you will receive 50% of your chosen monthly benefit amount for as long as you are unable to perform 2 ADLs. If you are still unable to perform 3 or more ADLs after the Deferment Period, you will receive 100% of your chosen monthly benefit amount for as long as you are unable to perform 3 or more ADLs and any monthly benefit payments under 2 ADLs will cease.

2. How long will I receive the monthly payout?
You will receive the monthly payout for as long as you are unable to perform the applicable number of ADLs.

3. How will the payouts be made to me?
You will receive the payouts as you have indicated in your claim form. You are encourage to choose PayNow or Direct Credit into your bank account for greater convenience.

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

 


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 inforce until the admission of the claim. Subsequently, any premiums paid after the Deferment Period 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. It is not convenient for me to go to any doctor in the panel for my medical assessment. Can the doctor perform the assessment at a location that is convenient for me?
You may make an arrangement for a house call assessment. Do note that the cost of a clinic-based assessment is $100 and house call assessment is $250.
If you are residing in a nursing home, your nursing home can help to submit a Resident’s Assessment Form instead of the disability assessment. Please approach your nursing home for more assistance.

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

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?
If your claim is successful, we will reimburse the full cost of your assessment.

If your claim is denied, you will be responsible for the cost of the assessment unless waived as part of the first time assessment fee waiver for CareShield Life.

5. Will cognitive impairments be better recognised under revised disability assessment framework?
Yes, assessors will be better equipped and guided more explicitly on the aspects to consider if an insured is suspected to be cognitively impaired.

6. If my General Practitioner (GP) / my nursing home has assessed that I am disabled, why do I still need to visit an accredited assessor for assessment?
Not all GPs would have undergone the rigorous training programme to learn how to assess disability. You would still required to undergo disability assessment which performed by an accredited assessor. If you are staying in a nursing home, you may approach your nursing home for assistance to submit the Resident Assessment Form in place of the severe disability assessment.
 


Periodic Review

1. Will there be any reviews of my disability?
Yes, you may be required to go for periodic reviews on your disability. This will help us to assess if you have recovered or if your disability has worsened. We shall keep you informed when such requirements arise.

2. If my condition has been assessed to have worsened from the inability to perform 1 ADL to the inability to perform 2 or more ADLs, will I have to undergo another assessment to be eligible for the monthly payouts from my plan?
No. If we have assessed during the periodic review that your disability has worsened to the inability to perform 2 or more ADLs, the monthly payout from your plan will start after the Deferment Period.

3. Will I have to pay for these periodic reviews?
Rest assured, we will bear the charges for the periodic reviews regardless of the outcome of the assessment.
 

Great Eastern COVID-19: Deferment of Premium Payment Programme (“DPP Programme”)

1. Great Eastern COVID-19 Deferment of Premium Payment Programme
Great Eastern’s COVID-19 Deferment of Premium Payment Programme (“DPP Programme”) is an extension arrangement designed to help our policyholders who are affected by COVID-19, to maintain their insurance protection during the current economic downturn.

Eligible policyholders can apply for the DPP Programme if their premium due date or policy renewal date falls within the eligibility period:
 

Premium due date / policy renewal date falling within

1st window

2nd window

3rd window (NEW)

1 April – 30 September 2020

1 October to 31 March 2021

1 April – 31 December 2021

Application

Closed

Closed

Open

Note: The application for DPP Programme can only be made once per policy. Policies previously applied and approved cannot reapply under the extended eligibility period. 

For existing policyholders who are already on the DPP Programme, there will be an auto-extension of 3 months for repayment (refer to FAQ #6).

2. How can you apply for the DPP Programme?
To apply, please complete the application form (click here to download the form).

Policyholder may email the completed form to us at DPP-sg@greateasternlife.com.

3. When to Apply?
Application(s) should be made within 30 days from the policy’s next premium due date.

4. Eligibility
To be eligible for the DPP Programme, the following criteria apply:

a. Policyholder’s monthly income has been reduced or loss of job due to COVID-19.

b. Individual policy with premium due date or policy renewal date falls on any date between (i) 1 April and 30 September 2020, (ii) 1 October 2020 to 31 March 2021 or (iii) 1 April 2021 to 31 December 2021 inclusive. Note: the application for DPP Programme can only be made once per policy.

c. Policyholder has a history of good payment, that is policy premiums have been paid up-to-date and there is no outstanding premium as of application date.

5. Are there any terms and conditions I need to agree to in order to apply for the Programme?
Unless otherwise stated, all other clauses under the Policy will continue to apply and have full effect during the deferment period.

6. What happens at the end of the deferment period?
To support our policyholders, we will be extending the payment grace to 90 days from the original 30 days. This extended payment grace is automatic and applicable to all policies approved under the Deferment Programme.

7. If I have more than 1 policy with Great Eastern, do I have to submit multiple applications?
That is not necessary. Policyholder can list the policy numbers in a single application form.

8. Who can I contact to find out more about this Programme?
Policyholders who wish to find out more about this DPP Programme can contact their Financial Representatives or our Customer Service Officers at 1800 248 2888 (9am to 5.30pm, Mon-Fri, excluding public holidays) or email us at DPP-sg@greateasternlife.com.

9. Upon expiry of DPP, my financial position still does not allow me to fulfill the requested payment. Are there other options available? 

Depending on your plan type, you may consider the below.

  • You may opt to use your policy’s Cash Benefits where applicable to offset the premiums. Click here to learn more.
  • If your policy has cash value, the policy will automatically activate Automatic Premium Loan (APL). Click here to learn more.
  • If you have an Investment Linked Policy (ILP), you may opt for Premium Holiday.
  • You may also convert your policy to reduced paid up or extended term insurance policy.
  • You may right size your policy benefits by reducing the policy regular premiums. This allows you to reduce your on-going financial commitment to the policy while maintaining your insurance protection.

If you require assistance to understand which option(s) is best for your current policies with us or to assess your financial needs, we encourage you to contact your financial representative. Alternatively, you can contact our Customer Service Officer (click here).

10. How can I utilise my insurance policies to meet my short term financial needs?

An insurance policy is intended to meet your long-term financial and protection needs. Therefore, it may be disadvantageous for you to terminate your insurance policies as you may suffer losses from the premature termination and lose the insurance protection you may need.

Some disadvantages of early Termination or Surrender of Policy are:

  • You lose the insurance protection offered by your policy
  • This may result in losing the financial benefit accumulated over the years
  • You may not be able to obtain a similar level of protection or returns on the same terms in the future
  • You may have to pay a higher premium due to changes in age or health

Depending on the insurance policies you have with Great Eastern, you may consider the following options:

  • If your policy has cash value, you may consider applying for a policy loan. Click here to learn more.
  • For policies with acquired cash value, you can choose to reduce the sum assured of the policy.
  • If you have ILP policy, you may opt to partial withdraw units from the funds.

If you require assistance to understand which option(s) is best for your current policies with us or to assess your financial needs, we encourage you to contact your financial representative. Alternatively, you can contact our Customer Service Officer (click here).

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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