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GREAT Comprehensive Care

Frequently Asked Questions

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1. What is GREAT Comprehensive Care?

GREAT Comprehensive Care (“Policy”) is a specially designed 3 in 1 bundle plan which provides you with Healthcare Solution in partnership with Doctor Anywhere.

This plan provides coverage for the following:

a. Daily Hospital Cash – Get a daily (per 24 hours) hospital allowance when you are hospitalised in Singapore due to an Illness or Accident that had happened within 36 hours.

b. Personal Accident Benefit – Protection against Death and Total and Permanent Disability (TPD) as result of an Accident.

c. Outpatient Care Benefit – Covers up to 6 or 12 video-consultations by a Registered Medical Practitioner on Doctor Anywhere platform. This benefit does not cover the cost for any medical tests, treatments, medication and delivery costs.

Please see the GREAT Comprehensive Care’s Certificate of Insurance and Terms and Conditions for the full terms and conditions, which will be emailed to you within 21 days after your GREAT Comprehensive Care policy is issued.

2. Who are eligible to apply for the GREAT Comprehensive Care?

All members of Doctor Anywhere who is between 16 and 65 Age Next Birthday at the Effective Date; and who is a Singaporean or Singapore Permanent Resident or with a valid employment pass (EP holders / S Pass holders) / dependant’s pass; and is residing in Singapore.

3. What is the coverage period?

The coverage period is 12 months, starting from the Effective Date of your Certificate of Insurance.

4. Can I take up this policy for a longer coverage term?

No, this Policy is only valid for a year.

5. What is the difference between the Basic and Deluxe Plan?

The difference is in the maximum amounts payable per person in the event of a claim. You can view the Benefits in Product Summary (Clause 3) and compare the amounts payable for each of the Policy features, to help you choose the one that is right for you.

6. Is medical underwriting required for this plan?

No, medical underwriting is not required for this Policy. However, please be aware that losses arising from any Pre-Existing Conditions or existing disability are not covered. Please refer to our Policy Terms and Conditions for more information on the exclusions.

7. Can I purchase both the Basic and Deluxe GREAT Comprehensive Care plans for myself?

This Policy is limited to one (1) per person, and you can only choose either the Basic or Deluxe plan.

8. What payment frequencies can I choose from?

We currently only offer annual payment frequency for this plan.

9. Does GREAT Comprehensive Care cover have any cash or surrender value?

This Policy does not have any cash or surrender value.

10. Can this policy be terminated and is there an administrative charge if I choose to cancel my policy?

This Certificate of Insurance may be terminated by the Company or the Life Insured by giving 30 days’ notice in writing. Termination of the Certificate of Insurance by the Life Insured or the Company shall be without prejudice to any claim arising prior to such termination.

If the Certificate is terminated by the Company, a prorate premium (without interest) will be refunded to the Life Insured. If the Certificate of Insurance is terminated by the Life Insured, no premium will be refunded.

11. What happens if I cancel my GREAT Comprehensive Care plan during the free-look period?

All benefits covered in the plan will be cancelled if you cancel your GREAT Comprehensive Care plan during the free-look period.

12. What happens to all my unused benefits in the event of termination of the policy?

All benefits covered in the plan will be cancelled upon termination of the policy should you cancel the GREAT Comprehensive Care plan.

PERSONAL ACCIDENT BENEFIT

13. What does the Personal Accident benefit cover?

a. Accidental Death Benefit: 100% sum assured as stated in your Certificate of Insurance on death due to Accident.

b. Accidental Total and Permanent Disability (TPD) Benefit: 100% of sum assured as stated in your Certificate of Insurance on TPD due to Accident.

c. Death due to Coronavirus Disease (COVID-19) Benefit: S$10,000 if the Life Insured dies in Singapore due to Coronavirus Disease (COVID-19).

Please see the GREAT Comprehensive Care’s Certificate of Insurance and Terms and Conditions for the full terms and conditions, which will be emailed to you within 21 days after your GREAT Comprehensive Care policy is issued.

14. I have other Personal Accident plan with another insurer. Will I still be able to claim under this benefit?

Yes, you will still be able to claim under this benefit even you have other personal accident plans.

HOSPITAL & SURGICAL BENEFIT

15. What does the Hospital Cash benefit cover?

a. Daily Hospital Cash: a daily cash allowance for each full day (24 hours) of Any One Hospitalisation occurring within 36 hours of an Accident or Illness and requiring Hospital confinement in Singapore for at least 12 hours. The maximum benefit limit and maximum number of days per Any One Hospitalisation is as stated in your Certificate of Insurance.

b. Daily Cash Benefit in Intensive Care Unit: daily cash allowance for each full day (24 hours) if the Life Insured is confined in the Intensive Care Unit of the Hospital on the recommendation of a Registered Medical Practitioner for the treatment of an Illness or Accident. The benefit is payable in addition to the Daily Hospital Cash subject to the maximum benefit limit and maximum number of days per Any One Hospitalisation as stated in the Schedule of Compensation.

Waiting Period, Pre-Existing Conditions exclusions and other exclusions apply.

Please see the GREAT Comprehensive Care’s Certificate of Insurance and Terms and Conditions for the full terms and conditions, which will be emailed to you within 21 days after your GREAT Comprehensive Care policy is issued.

16. Does it cover private and public hospital in Singapore, and hospitals outside Singapore?

GREAT Comprehensive Care only covers treatment received in Singapore for Accident or Illness.

17. I have other hospital cash plan with another insurer. Will I still be able to claim under this benefit?

Yes, you will still be able to claim under this benefit even you have other hospital cash plans.

CLAIMS

18. How do I make a claim?

Please submit the completed claim forms to us.

  • For Hospitalisation Cash Benefit Claim, the claim form can be downloaded here.
  • For Death Benefit Claim, the claim form can be downloaded here.
  • For Personal Accident/ Total Permanent Disability (TPD) Claim, the claim form can be downloaded here.

19. Will I be notified of the claim status?

Yes, you will be notified of the claim outcome in a timely manner. All successful claim amounts will be paid as cheques to the Life Insured or Life Insured’s legal representative, with a settlement letter sent to you.

a. In the event of death of the Life Insured, we pay to: 1) the Life Insured’s estate if there is no will; or 2) the Life Insured’s executor if there is a will.

b. In the event of Total and Permanent Disability of the Life Insured, we pay to the Life Insured.

20. Who can I contact if I have more questions?

Please contact our Group Insurance Customer Service Hotline at +65 6248 2112 or email us at groupcso-sg@greateasternlife.com.

DOCTOR ANYWHERE GP VIDEO CONSULTATIONS

21. What is Doctor Anywhere?

Doctor Anywhere is part of the Ministry of Health Singapore’s (MOH) regulatory sandbox for telemedicine providers. You can consult a doctor on Doctor Anywhere for diagnosis, medical advice and referrals relating to non-common illnesses, if suitable.

22. Who can use Doctor Anywhere for GP Video Consultation Service?

Anyone with non-urgent conditions is suitable. However, those below 16 years old must be accompanied by a parent during the video consultation.

23. Do I need to make appointment with Doctor Anywhere in advance?

No, you can request for a video consultation anytime you need it. However, you have the option of scheduling an appointment for a later time if you prefer.

24. Can the Doctors on Doctor Anywhere prescribe medication?

Yes, the doctors can prescribe a wide range of medications. Doctor Anywhere also offers medication delivery from the clinic right to your doorstep, within three hours from purchase. Any medications and delivery costs will be borne by you.

25. Can the Doctors on Doctor Anywhere issue medical certificates?

Yes, the doctors can issue medical certificates in medically appropriate situations.

26. Can I obtain referral letters from doctors on Doctor Anywhere?

Yes, the doctors can issue referral letters (e.g. specialists, laboratory testing) in medically appropriate situations.

27. What kind of conditions are suitable for GP video consultation?

Many common illnesses and chronic conditions can be effectively treated through a GP video consultation. Below are some typical conditions that can be treated on Doctor Anywhere. This list has been approved by the Ministry of Health, Singapore Medical Association and the College of Family Physicians.

a. Common Illnesses

  • Fever
  • Cough, sore throat or laryngitis
  • Diarrhoea / Vomiting
  • Flu / Cold
  • Sinusitis
  • Rash and skin conditions
  • Cold sores
  • Headache
  • Giddiness / Dizziness
  • Red eye

b. Chronic Conditions

  • Diabetes
  • Hypertension
  • Hyperlipidemia
  • Other secondary diseases which may arise from the chronic disease conditions mentioned the above (e.g. Ischemic Disease, Peripheral Artery Disease etc.)

For conditions that are not listed above, the doctor will assess your history, current symptoms and any other available documents to determine if your condition is suitable for a video consultation.

28. What kind of conditions are NOT suitable for GP Video Consultation?

In general, the below symptoms are some conditions that are not considered appropriate for online consultations:

  • Breathlessness
  • Acute or severe chest pain
  • Actively bleeding or deep wounds or lacerations
  • Psychosis or delusions
  • Suicidal thoughts
  • Persistent vomiting
  • Severe abdominal pain
  • Inability to control bowel movements or urination
  • Severe headache or giddiness
  • Sudden onset numbness, weakness or slurred speech
  • Fainting spells, presyncope, or syncope
  • Injuries with suspected fractures or dislocations presenting as severe pain, open wounds, deformity, severe bruising or swelling, loss of sensation and limb weakness
  • Sudden loss of vision

This list is not exhaustive. Doctor Anywhere's services only address non-serious healthcare issues and should not be used in the case of a healthcare emergency. In such cases, please go to the Accident & Emergency department of the nearest hospital or call 995 immediately.

29. Who can I contact if I have more questions on Doctor Anywhere?

You may contact Doctor Anywhere Customer Support team:

By Phone: +65 6591 8668

By Email: askus@doctoranywhere.com

Operating Hours: Daily (including Public Holidays) 8:00am to 10:00pm

You may also refer to Doctor Anywhere’s FAQ at https://doctoranywhere.com/faq.

REDEMPTION OF GP VIDEO CONSULTATION VOUCHERS VIA UPGREAT

30. Where will I find my GP Video Consultation Vouchers?

You can redeem your vouchers via UPGREAT Mobile Application. You can download the UPGREAT app via Apple Store or Google Play. You can gain access to the Doctor Anywhere Video Consultation vouchers via UPGREAT within 5 working days after your policy is incepted.

Important Note: Sign up or login with the same email address used when purchasing the policy.

31. What are the steps involved to redeem the vouchers?

a. Select the Doctor Anywhere Video Consultation e-voucher which can be found in “My Vouchers” tab in your UPGREAT app.

b. Tap on “Use it now”

c. Press and hold to copy the UPGREAT redemption code

d. Click to proceed to launch the Doctor Anywhere app

e. On Doctor Anywhere app, select Video Consultation and redeem your voucher on the Payment page.

Please refer to the full FAQ on Doctor Anywhere to learn about preparing for your first video consultation.

32. Do I have to pay for my GP Video Consultation?

Great Eastern will cover the costs of 6 or 12 General Practitioner Video Consultations (depending on the coverage plan you have selected) through Doctor Anywhere app for a duration of 12 months.

However, any medical tests, treatments, medications and delivery costs will be borne by you.

33. Where can I retrieve the voucher code for future use or in the scenario when I accidentally tapped on “Use it now”?

a. You may retrieve your Promo code from the “Transaction History” in “Me” tab in UPGREAT Mobile application

b. Press and hold to copy the UPGREAT redemption code

c. Click to proceed to launch the Doctor Anywhere app

34. Where can I see all the e-voucher(s) that I have redeemed?

You can view your “transaction history” under the “Me” tab.

35. What is the validity period of my GP Video Consultation Vouchers?

They are valid 12 months from the issue date of your first GREAT Comprehensive Care policy. Any un-used voucher will be converted into UPGREAT points for future use.

36. Can I transfer my GP Video Consultation Vouchers?

Yes, you can transfer the voucher to your friends and families via UPGREAT Mobile Application. All e-vouchers that are transferable will have a “Gift box” icon. Just tap on the “gift box” icon found and enter the email address of the person you intend to send the e-voucher to.

37. How do I know if my friend has received the e-voucher I transferred?

You will receive a notification once your friend has accepted your e-voucher.

38. What happens if my friend did not accept the e-voucher I transferred over?

The e-voucher will be returned to you in “My Voucher” tab within 3 days if left unaccepted.

39. What should I do if I entered a wrong email address when transferring the e-voucher?

The e-voucher will be returned to you in “My Voucher” tab within 3 days if left unaccepted.

40. I cannot find my voucher or I am having problems trying to redeem my voucher on UPGREAT.

Please check:

a. Internet or 4G connection

b. You have selected the correct store for redemption

c. The correct validation (QR code/Pin) from the Merchant is applied

d. Your e-voucher’s barcode or promo code was not shared and used by others

If the issue persist, kindly contact us at upgreat-sg@greateasternlife.com.

You can learn more about UPGREAT via our UPGREAT FAQ.

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Great Eastern Holdings Ltd | Great Eastern Life Assurance Co Ltd | Great Eastern General Insurance Ltd