How to protect your family from insurance services scams in Singapore

Imagine this scenario.

Your phone rings. A calm voice says:

“Hello, we are calling from the insurance services department. This is a routine notice about your policy.”

Nothing dramatic. Nothing urgent sounding. Yet.

By the time the caller ends the conversation, some people find themselves sharing sensitive information, making payments, or even transferring their own money. Not because they were careless, but because the interaction sounded official, procedural, and familiar.

These are not get-rich-quick frauds. They are insurance services scams, designed to resemble routine insurance housekeeping and administrative follow-ups.

According to the Singapore Police Force’s Mid-Year Scam and Cybercrime Brief 2025, insurance services scams emerged as a distinct scam category in 2025, with 791 reported cases and approximately S$21.3 million in losses in the first half of 2025 alone. That scale makes clear that this is not an edge case. It is a growing and systematic problem.

What is an insurance services scam?

An insurance services scam involves scammers impersonating insurance staff or service administrators and convincing you that there is an issue with an insurance service linked to your name.

Typically, you are told that:

• you signed up for an insurance service, package, or trial that you do not recall,
• an administrative charge or premium is about to be deducted,
• or a service must be cancelled, verified, or corrected urgently.

The scam escalates when the caller guides you into actions that cause financial loss, such as:

• transferring money,
• disclosing one-time passwords,
• sharing banking or Singpass credentials,
• enabling remote access,
• enabling screen sharing.

What distinguishes insurance services scams from many other scam types is the framing. The victim is led to believe they are preventing a loss or resolving a routine administrative matter. That framing lowers suspicion and increases compliance.

How the scam typically begin

Insurance services scams almost always start with unsolicited contact through channels that feel ordinary and credible:

• phone calls using local numbers,
• SMS messages asking you to call back,
• WhatsApp messages claiming to be from an insurance department,
• emails referring to “services” or “policy administration”.

The opening language is intentionally neutral and procedural. The goal is to sound like customer service, not a sales pitch or a threat.

A common early-stage tactic is to keep details vague. You may be told there is an “insurance service” attached to your name without a policy number, insurer name, plan type, or transaction history. Vague claims are harder to challenge in the moment and help scammers keep the conversation going.

The core insurance services scam patterns

These patterns form the backbone of insurance services scams and account for the majority of reported losses.

1) “You signed up for an insurance service but do not remember”

What scammers say

• “You previously signed up for an insurance service or trial package.”
• “Many customers do not remember because it was done online.”

Why this works

Most people do not remember every insurance interaction they have ever had. Insurance often involves riders, add-ons, bundled services, and promotions. Even careful consumers may not recall whether they enrolled in a trial or optional service.

Scammers exploit this uncertainty. They normalise forgetfulness and position themselves as the authority who can clarify the situation. Once you accept the possibility that you might have signed up, you are more likely to follow instructions to resolve the issue.

How to avoid it

If you do not remember signing up, you should not investigate on the call.

End the conversation and verify independently using the insurer’s official hotline or official mobile application.

2) “Your policy will auto-renew unless you cancel today”

What scammers say

• “Your insurance plan will be automatically charged if it is not cancelled today.”
• “I can help you avoid the deduction immediately.”

Why this works

Urgency changes decision-making. When people feel time pressure, they stop analysing and start reacting. The scammer frames the urgency as system-driven rather than personal, which makes it feel unavoidable rather than manipulative.

This tactic also exploits a common fear of surprise charges. Even sceptical individuals may think the safest option is to cancel immediately and verify later.

How to avoid it

Legitimate auto-renewals are communicated through official notices or insurer platforms. They do not require real-time phone intervention. If the call is unsolicited and urgent, assume it is a scam until proven otherwise.

3) “We need a verification payment to cancel your service”

This is the defining feature of many insurance services scams.

What scammers say

• “To cancel the service, we need to verify your bank account with a small payment.”
• “The amount will be refunded immediately.”

Why this works

The transfer is framed as verification rather than a fee. Verification sounds procedural and harmless. Scammers often reinforce this by providing step-by-step guidance and reassurance.

The goal is always the same. To get you to move money voluntarily.

How to avoid it

There is no legitimate insurance process in Singapore that requires customers to transfer money to cancel a policy or service. Any request to transfer money for cancellation or verification should result in immediate disengagement.

4) The “refund” switch

What scammers say

• “Your policy was activated incorrectly. You are entitled to a refund.”
• “Please transfer this amount first so we can process the refund.”

Why this works

The promise of a refund lowers suspicion. Once people believe they are getting money back, they scrutinise the process less carefully. The scammer uses that moment to introduce a transfer request framed as technical or procedural.

How to avoid it

Refunds never require upfront payment. Legitimate refunds are returned through established channels to accounts already on record. Payment before refund is always fraudulent.

5) OTPs and screen sharing

What scammers say

• “Please read your one-time password to stop the deduction.”
• “Let us turn on screen sharing so I can guide you.”

Why this is critical

One-time passwords are authorisation tools, not identity checks. Providing an OTP can authorise transfers or account changes. Screen sharing allows scammers to guide victims into approving transactions themselves.

From the bank’s perspective, these actions may appear authorised.

How to avoid it

No insurer will ask for OTPs or screen sharing. If either is requested, terminate the interaction immediately.

Other insurance-related scams you should also know about

Insurance services scams are a major focus, but they are not the only insurance-related scams affecting Singaporeans. These scams use different tactics and entry points.

Understanding the distinction helps you respond appropriately.

MAS officer impersonation scams

Scammers claim to be from the Monetary Authority of Singapore and ask victims to verify them using the MAS Register of Representatives.

The register is real, but it does not list MAS employees. It lists representatives appointed by financial institutions. Scammers exploit this misunderstanding to gain credibility.

Phishing and smishing pretending to be insurers

Victims receive SMS or email messages about policy renewals, claim payouts, refunds, or premium receipts, often containing links to fake websites that harvest credentials or OTPs.

Fake agents or unlicensed representatives

Scammers pose as insurance advisers and offer special plans or unusually high benefits. They may request payment to personal accounts or provide unofficial documents.

Motor accident and repair-related scams

After accidents, victims may be pressured to sign documents, accept unsolicited towing, or respond to impersonation calls related to accident reporting.

Red flags you should never ignore

End the interaction immediately if you are asked to:

• transfer money to cancel or verify a policy,
• share one-time passwords,
• enable remote access or screen sharing,
• act immediately on an unsolicited call.

What you should do instead

• Hang up and verify independently.
• Use official insurer websites or mobile applications.
• Never disclose OTPs, Singpass credentials, or banking login details.
• Do not install unknown applications or follow instructions from unsolicited callers.

Helping your elderly parents avoid these scams

Older adults are often targeted because they may trust official-sounding calls and have multiple insurance policies. According to the SPF’s report, 27.6% of insurance services scam victims were aged above 65.

Set up protective habits

• Teach a single rule: hang up and verify.
• Encourage them to never stay on the line to “hear the explanation.”
• Create a family protocol: they should call you before giving any information or taking any action related to insurance or banking.

Make technology safer

• Install ScamShield on their phone if possible.
• Enable call-blocking and spam filters.
• Consider limiting unknown numbers by using contact-based silencing features.

Practice scam role-play

Practise short scenarios so the phrases feel familiar. For example:

• “What if someone says you signed up for a trial service you do not remember?”
• “What if someone says your policy will auto-renew today?”
• “What if someone asks for your OTP to stop a deduction?”

Practice should focus on the response, not on debating the caller. The response is always the same: hang up and verify.

Be their first call

Tell them:

“Call me first before you say anything, even if it sounds official.”

This rule works because it removes urgency and gives them support in the moment.

Remember: removing pressure and shame around checking is essential. Verification should be expected, not embarrassing.

Great Eastern security advisory

Great Eastern is committed to protecting all our customers’ safety with us online over the internet and/or via your mobile.

As scams are constantly evolving, we must keep ourselves updated on the latest trends and be alerted on the signs to look out for.

We urge all customers to remain alert and safeguard themselves against scams. Beware of impersonators claiming to be from Great Eastern or Great Eastern Financial Representatives.

Great Eastern Financial Representatives will:

• Never request customers to transfer money to Monetary Authority of Singapore (MAS) or other third party.
• Never ask customers to transfer money to any account over the phone. Customers must refer to the official Great Eastern letter, app or website on how to pay their premiums.
• Never call customers on behalf of MAS. Please note that individuals listed on the Financial Institution Representatives Register (FIRR) are not from MAS.

Customers are advised to verify the identity of the caller. For example, ask to meet the person physically (e.g. at the Financial Institution's official premises) and check against his official identification document (ID) (e.g. NRIC). Ensure that the name on the official ID matches the name on the Register and the photo matches the person you are seeing.

Please do not click on any links in text messages or emails that appears to be from Great Eastern asking for your account details, user ID, PIN, OTP or One time Password (OTP). Great Eastern will never ask for your account details, user ID, PIN or OTP over SMSes, WhatsApp or emails.

If you suspect you have fallen victim to a scam involving your Great Eastern policy, please verify with your Financial Representative or contact our customer service hotline at 1800-248 2888 immediately.

Click here to read our full advisory.

Final takeaway

Insurance services scams are not random mistakes. They are structured, rehearsed, and designed to feel routine and responsible.

If something sounds urgent, technical, and comes from a call you did not initiate, treat it as suspicious until verified independently.

If the issue is real, it will withstand verification. If it is a scam, it will collapse the moment you disengage.

That distinction is your strongest defence.