Our COVID-19 Updates

Overview

We're here for you!

Singlife remains committed to serving you throughout this period. Learn more about how you can continue to service your policy, make a claim, or purchase from us.

COVID-19 coverage

Know what you are covered for in relation to COVID-19. Plus Hospital Cash Benefit and telemedicine for COVID-19 patients. 

The Singlife Steps Up Campaign

Meet Singaporeans who have stepped up.

Getting in touch

Following the updated COVID-19 measures, our Customer Service Centre is now open from Monday to Friday between 9am-12pm. Kindly note that prior appointment is required, please call our Customer Care hotlines to schedule an appointment.

Here are alternative ways to service your policy, make a claim, or purchase from us.

For easy and instant access to policy information, you can log in to MySinglife or your relevant online portals.

For further assistance, you may wish to call us or submit your queries here

Service Impact and alternatives
Policy servicin g requests e.g.inglife.com.sg/reinstatement, surrender, change in benefits, fund transactions, etc

·  For Life & Health insurance, you can complete and sign the appropriate request form, and email us a photo or scan of the form at [email protected] for assistance.
(Note: For Trust Nomination - Nomination of Beneficiary Form 1 as well as UK Trust and Assignment Form, due to current regulations, please continue to send us hardcopy signed forms via mail.)

·  You can continue to make changes to your policy online on MySinglife for Car, Home & Travel insurance.

·  You can continue to view and make changes to your MINDEF/MHA Group Insurance Scheme online on MINDEF-MHA Online. For Public Officers Group Insurance Scheme (POGIS), you can continue to view details on POGIS Online. Alternatively, submit your queries and we'll assist you.

·  For Navigator, you can continue to transact on MySinglife as long as the markets remain open and fund houses are still accepting trades.

Make a claim For Health insurance claims
(i.e. Singlife Shield and Singlife Health Plus)

Submit to us via email at [email protected]

·  with the email subject:
Claim Submission: [Policy Number] or Claim Submission: [Name of the Policy/Plan i.e. Singlife Shield]

·  Please read the instructions on how to file a claim under the respective section of Form Library. For pre-hospital and post-hospital claims, a claim form is not required.

·  For a better payment experience, SGD payments to the Assured (Policyholder) will be credited to the bank account linked to the Assured (Policyholder)’s PayNow-NRIC/FIN. Please check that you have registered for PayNow with your bank, using your NRIC/FIN. 

·  If you've submitted medical reimbursement claims via email, please keep your original bills for at least 6 months.

Note: Please do not send any enquiry to [email protected] as it is an unattended mailbox.

For Life insurance claims

Submit to us via email at [email protected].

·  with the email subject:
Claim Submission: [Policy Number] - [Type of Claim]

·  Please read the instructions on how to file a claim under the respective section of Form Library.

·  For a better payment experience, SGD payments to the Assured (Policyholder) will be credited to the bank account linked to the Assured (Policyholder)’s PayNow-NRIC/FIN. Please check that you have registered for PayNow with your bank, using your NRIC/FIN.  

·  If you've submitted medical reimbursement claims via email, please keep your original bills for at least 6 months.

For general insurance claims Submit your claims online for CarHome & Travel insurance.
For group schemes and employee insurance claims 

Submit your claims online for MINDEF/MHA Group Insurance Scheme and POGIS.

Submit your claims via ClaimConnect or EBConnect for employee insurance.

Premium payment

You can pay online from the comfort and safety of your home via:

·  AXS e-Station

·  AXS m-Station (mobile app)

·  Internet Banking  (Click here to learn more about how you can make payment via Internet Banking.) 

You can also apply for Interbank GIRO:

· For DBS/ POSB account holders, click here to apply via Internet Banking.

· For other bank account holders, please continue to send us a hard copy of signed and completed GIRO form via mail. Click here to download the applicable GIRO form.

New policy applications /  account opening

·  For Life & Health insurance, during this period of time, your financial adviser representative can provide financial advisory services to you via video conferencing or telephone. They can also continue to submit policy applications via the online adviser platform, EzSub.

·  You can continue to purchase online via our website for CarHome & Travel insurance.

·  You can continue to purchase or upgrade your MINDEF/MHA and POGIS Group Insurance Scheme online via MINDEF-MHA Online and POGIS Online respectively

·  For Navigator, we’re able to process account opening forms via email from your financial advisory firm.

We appreciate your patience and understanding as we weather this storm together.

Singlife’s coverage of novel coronavirus (COVID-19)

With the evolving situation of novel coronavirus (COVID-19), you may wish to know what you’re covered for with your policies, in relation to COVID-19. We have compiled a summary here. This list is not exhaustive. If you have further questions, please do not hesitate to reach out to your financial adviser representative or contact us.

Claim type Our plans Coverage for novel coronavirus (COVID-19), subject to policy terms and conditions
•  Side effects (such as allergic reactions) from COVID-19 vaccinations* •  Singlife Shield
•  Singlife Health Plus
•  Employee benefit plans with inpatient benefit 
You are covered for inpatient hospitalisation / treatment costs associated with side effects (such as a severe allergic reaction) arising from COVID-19 vaccinations. The vaccine must be authorised by the Health Sciences Authority or brought in under Special Access Route (SAR), and you're medically eligible to receive it. 
 
•  Employee benefit plans with outpatient benefit 

You are covered for costs associated with outpatient treatments due to side effects (such as a severe allergic reaction) arising from COVID-19 vaccinations at registered general practitioners and the accident and emergency (A&E) departments of hospitals in Singapore (inclusive of referral to Diagnostic X-ray & Lab test).

The insured member must not have medical condition(s) or undergoing medical treatment(s) that are recommended against receiving the vaccination, as listed on the Ministry of Health website. The vaccine must be authorised by the Health Sciences Authority or brought in under Special Access Route (SAR), and you're medically eligible to receive it. 

•  Hospitalisation from COVID-19 •  Singlife Shield
•  Singlife Health Plus
•  Group Hospital and Surgical Insurance
•  Group Basic Medical Plan
•  Group Outpatient Medicare
•  Group PreferredCare Plus

You are covered for the costs associated with hospital stay, surgery and selected outpatient treatments due to COVID-19.

From 20 October 2020, all SCs, PRs and LTPHs who travel overseas and receive treatment on or after 20 October 2020, are eligible for government subsidies and insurance coverage under MediShield Life / Integrated Shield Plans (IP) i.e., Singlife Shield and Singlife Health Plus, and Group Insurance plans. Refer to the full announcement by MOH on the revised charging policy for COVID-19 treatment for travellers.

From 13 January 2021, all SCs, PRs and LTPHs will also be eligible for insurance coverage under MediShield Life / Integrated Shield Plans (IP) i.e., Singlife Shield and Singlife Health Plus if they are directly admitted to community hospitals for COVID-19 treatment.

From 15 April 2022, you will also be covered in hospital-based COVID-19 Treatment Facilities (CTF). For non-hospital based CTFs, the coverage will be till 7 Dec 2022.

•  Hospitalisation from non-COVID-19 •  Singlife Shield
•  Singlife Health Plus
•  Group Hospital and Surgical Insurance
•  Group Basic Medical Plan
•  Group Outpatient Medicare
•  Group PreferredCare Plus
Transitional Care Facility (TCF) is a dedicated facility to manage certain non-COVID-19 patients in the midst of the current COVID-19 wave by providing simple medical treatment and rehabilitative services. From 15 April 2022, you will be covered for the costs in TCF.
•  Death
•  Terminal Illness
•  Total & Permanent Disability

Any plan that provides death, Terminal Illness and/or Total & Permanent Disability coverage.

For example,
•  MyProtector-Term Plan II
•  MyWholeLifePlan 
•  MyRetirement series
•  MyWealthPlan
•  MyEasySaver
•  MINDEF/MHA Group Term Life
•  Public Officers Group Insurance Scheme (POGIS)
and others

You are covered for death, Terminal Illness and/or Total & Permanent Disability due to COVID-19, provided the claim meets the stated benefit definitions and all other terms and conditions as contained in the relevant policy document.

If your policy provides an Accidental Death Benefit, death due to COVID-19 does not qualify as accidental death.

•  Critical Illness
•  Early/Intermediate Critical Illness

Any Critical Illness plan/rider that provides Early, Intermediate or Severe Stage CI.

For example,
•  My MultiPay Critical Illness Plan
•  My Early Critical Illness Plan
•  Early Critical Illness Cover
•  Critical Illness Advance Cover
•  MINDEF/MHA Living Care
•  Public Officers Group Insurance Scheme (POGIS) – Critical Illness rider
and others

You are covered if you’re diagnosed with COVID-19 and it results in a Critical Illness that’s covered by your policy, provided the claim meets the stated benefit definitions and all other terms and conditions as contained in the relevant policy document.

COVID-19 on its own is not one of the Critical Illnesses covered.

•  Accident Benefit • MyAccidentGuard
• Personal Accident Insurance
• MINDEF/MHA Group Personal Accident
• Accident Reimbursement Cover
• Accidental Fracture Cover
• Weekly Income Cover
• Group Personal Accident
COVID-19 is not one of the infectious diseases covered. Any claims due to COVID-19 will not be eligible.
•  Disability • MyCare/MyCare Plus
• MyLongTermCare/MyLongTermCare Plus
• IdealIncome
• MINDEF/MHA Disability Income
• Group Disability Income
You are covered for disability due to illness (such as COVID-19), subject to the deferment/waiting period of your policy.
Hospital cash benefit and telemedicine coverage for COVID-19 patients 
To provide additional support amid the COVID-19 pandemic, we will provide coverage for COVID-19 patients in Community Care Facilities (CCF) and Community Recovery Facilities (CRF) under the qualified policies. Outpatient telemedicine claims will also be covered for the eligible policyholders. Please refer to the table below for more details.
Claim type Our plans Coverage
 Hospital Cash Benefit • Employee benefit plans with inpatient benefit

You are eligible for Hospital Cash Benefit of S$100 per day up to 14 days if you are a COVID-19 patient who is required to stay in CCF or CRF after your discharge from the hospital.

Provided that the COVID-19 patient is the eligible person under the policy to enjoy the Hospital Cash Benefit.

Telemedicine • Singlife Shield
• Singlife Health Plus
You are fully covered for costs associated with tele-consultation and medicine prescribed by the specialist provided the consultation was within the duration set out in the pre- or post-hospitalisation benefit.
• MINDEF & MHA Group Insurance with Outpatient Medicare rider You are covered for costs associated with tele-consultation and medicine prescribed under the outpatient benefit for non-panel general practitioners. Subject to policy's per visit and/or annual limit.
• Employee benefit plans with outpatient benefit

With effect from 1 July 2020, you are covered for costs associated with tele-consultation and medicine prescribed by Singlife's approved tele-consultation providers.

Only selected plans with coverage for non-panel general practitioners, pre-approved by us, will be covered for non-panel tele-consultation and medicine prescribed under non-panel benefits.

The above are subject to policy's per visit and/or annual limit and terms and conditions of the policy.

Documents required to claim for Hospital Cash Benefit: 

1) Hospital bill for the COVID-19 admission; and

2) Discharge memo or Quarantine Order and Revocation Order that indicated their stay at the CCF or CRF.

Note:

1) If you are admitted to a CCF or CRF without a prior hospital admission, you will not be eligible for Hospital Cash Benefit.

2) Hospital Cash Benefit is payable in addition to the Government fully covering the costs of treatment and isolation of Singapore Residents and Long-term Pass Holders in a CCF or CRF.

3) Both telemedicine claims and Hospital Cash Benefit are payable until the closure of the last CCF or CRF in Singapore.

4) The Hospital Cash Benefit will not be paid for patients who contravene the government travel advisories which can be found here.


Singlife Travel Insurance Plans

The novel coronavirus outbreak (COVID-19) which started in Wuhan, the capital of Central China’s Hubei province, was first alerted to the World Health Organization (WHO) in late Dec 2019. On 20 Jan 2020, MOH also announced the screening of all inbound travellers from China (previously only Wuhan), and 14 days isolation for people with travel history to Wuhan. As the novel coronavirus outbreak has been widely reported in the media and public domain, we considered this as a known event from 20 Jan 2020 onwards. 

For travel policies purchased from 25 May 2021 onwards:

Please note that our travel policy now extends cover to claims arising due to COVID-19 for certain coverages provided you have completed the full inoculations or vaccinations for it prior to your trip and are not travelling against travel advisory issued by the Singapore government. For full details, please refer to the policy booklet or the FAQ for more details.

For travel policies purchased from 20 Jan 2020 - 24 May 2021:

Please note that there will be no coverage for any loss related to COVID-19 for policies purchased from 20 Jan 2020 - 24 May 2021 as it is a known event. All other claims unrelated to this event will continue to be covered. Subject to our policy terms and conditions.

For travel policies purchased before 20 Jan 2020:

Please refer to the table below for the eligibility of travel insurance claim based on the travel advisory from Ministry of Foreign Affairs (MFA), Singapore.

Claim type For trips starting: Destinations
• Trip Cancellation From 27 Jan 2020 China
From 23 Feb 2020 Daegu and Cheongdo in South Korea
From 3 Mar 2020 The rest of South Korea, Japan, Iran and Northern Italy
(Northern Italy refers to the eight administrative regions of Lombardy, Emilia-Romagna, Veneto, Piedmont, Liguria, FriuliVenezia-Giulia, Aosta Valley and Trentino-Alto Adige)
From 16 Mar 2020 The rest of the world

Note:

1.  You may submit your claims online if your trip is starting within the next 30 days for our claim officers to assess accordingly. Please ensure that you provide the necessary supporting documents from your airline/hotel providers/travel agent on the refund you are not able to obtain.

2.  If you are travelling against the travel advisory issued by MFA, Singapore (regardless of your nationality), you will not be covered under any section of the policy for the known circumstances, facts or risks at your planned destination even if the policy was purchased before 20 Jan 2020.

3.  If you have purchased an annual policy before 20 Jan 2020, please note that the claims will be assessed based on your trip booking date.

Please refer to your policy documents for the standard terms and conditions.

This is published for general information only and does not have regard to the specific investment objectives, financial situation and the particular needs of any specific person. This information is not a contract of insurance. Full details of the standard terms and conditions of this plan can be found in the relevant policy contract. 

*While vaccinations and their related or consequential expenses remain a general exclusion of the policies, we offer this extension of coverage for COVID-19 vaccinations until 31 December 2021 on an ex gratia and exceptional basis in support of the nation's vaccination efforts. The eligible policyholder / insured member is covered as long as the hospital admission or the inpatient treatment take place by 31 December 2021. If aforementioned terms are met, the coverage will be extended till the patient is discharged.

Information is accurate as at 1 January 2022 and it is subject to change as the COVID-19 situation evolves. Please check this page regularly for the latest updates.