Frequently Asked Questions

Online Services

me@income

  • General

    • Q: What is me@income? A:

      me@income is an online service provided free to our policyholders. As a policyholder, you can access details of your insurance policies with Income by visiting www.income.com.sg and clicking on the login button at the top right corner of the page to login with your NRIC and password.

    • Q: What information is available at me@income? A:

      You can access the following types of information:

      • Check details of your policies such as cash value or premium
      • View / print policy statements
      • Top up / withdraw investment funds
      • Change your particulars and password

       

    • Q: How do I opt for e-statement? A:

      You can do so by following these simple steps.

      Step 1: Login to me@income with your NRIC and password followed by an OTP.
      Step 2: Once logged in, click on "Manage My Particulars" and "Update Particulars".
      Step 3: Enter your email address under "Contact Details".
      Step 4: Select "Yes" for e-Statement under "Preferences".
      Step 4: Submit and confirm the update with an OTP.

    • Q: Is me@income secure? A:

      Yes, me@income allows you to access information conveniently in a secure environment and the data transmission to and from me@income is encrypted.

      We have also introduced a series of new security measures to further safeguard your online access to me@income. Income New Secured Access provides an additional level of security as it requires a unique one-time password (OTP) to be entered into the system following the first-level login with your NRIC and password. Your identity will then be verified for the second time before accessing your me@income account.

    • Q: Is the information accurate? A:

      We strive to provide you with accurate and updated information. However, some investment-linked transactions may require longer updating or processing time. If there are any discrepancies, the actual values will prevail.

      You can call Income hotline at 6788 1122 to feedback on any issues and we will investigate and revert to you.

  • Privacy settings

    • Q: How do I get my password? A:

      For first-time me@income users, you can click on "Register / Request Password" on the me@income page to receive a password by SMS / email. When you log in for the first time, you will be prompted to change the password to one that you can remember easily.

      You can request for a password in the same manner if you have forgotten yours. Your password will be reset and sent to you via SMS / email.

    • Q: How soon will I receive the password via SMS / email? A:

      Except for peak periods where there may be an influx of requests, you should receive the password within 1 or 2 minutes.

      For security measures, if you enter a mobile number / email address that does not match our records, you will be prompted to confirm the password request with an OTP (obtained via SMS or OneKey Security Device).

      If you are unable to confirm the password request with OTP, you may contact our customer service officers at 6788 1122 or email us at csquery@income.com.sg for assistance.

    • Q: If I enter the password request twice for it to be sent via SMS / email, will the password be changed? A:

      Yes, the password will be reset with every password request. The valid password will be the one from the last request received by the system. For example, if you submitted the first password request via SMS and then a second password request via email, the password you received via email will be the one you should use to log in.

    • Q: I have managed to log in to me@income with my NRIC and the new password but I am prompted to register my mobile phone number to receive a one-time password (OTP) or register for a OneKey Security device. Why is this so? A:

      We have introduced a series of new security measures to further safeguard you online access to me@income.

      In addition to your login password, you will now be required to provide further proof of identification when you login.

      This proof of identification is a unique one-time password (OTP) that you will need to input on screen when prompted. It can be obtained either by registering your mobile number and sent via an SMS text message, or by registering for a security device.

      1. SMS text message
        A unique one-time password (OTP) will be sent to your mobile phone via an SMS text message once you have submitted your NRIC and password for me@income. For more information on obtaining OTP via SMS text message, read more here. Or refer to “New Secured Access – SMS text message” under the “Customer service” FAQs.

      2. OneKey security device
        A security device is available to policyholders, who can register and obtain one by logging into their me@income account. This device is offered free to all Singapore Citizens and Permanent Residents in Singapore. Foreigners with FIN identity cards will have to register at the OneKey Customer Care Centre at International Plaza for a fee. Please bring along your FIN identity card and passport for the registration.

        Upon activation, you will be able to receive the one-time password via the security device. For more information on obtaining OTP via the security device, read more here. Or refer to “New Secured Access – security device” under the “Customer service” FAQs.

    • Q: I have managed to log in successfully but I was not prompted to change the password. How do I change my password? A:

      You may click on “Change Password” which is found on the left panel of the me@income page.

    • Q: I have changed my password. Why is my access denied when I try to log in again? A:

      You should note that your password is case sensitive, please ensure that you have entered it correctly (8 - 15 characters). If you still encounter issues logging in, you can click on the “Forgot Password” link to request for a new password to be sent to you and try again. Please call Income hotline at 6788 1122 if the problem persists.

    • Q: Can someone else request for a password on my behalf? A:

      No, we do not allow third party requests for passwords.

  • Technical issues

    • Q: My account is locked after exceeding the maximum number of 5 attempts. What should I do? A:

      You can request for a new password via “Register/Request Password” to reset your account.

    • Q: Why am I unable to view anything when I click on my "Statements"? A:

      You need to have Acrobat Reader to view your statements. Please click here to download this program.

      You will need to ensure that the Pop-up blocker is disabled before accessing the statements. For iPhone and iPad users, you will find this setting under “Settings” > “Safari” > “Block Pop-ups”. For Internet Explorer users, you will find this setting under “Tools” > “Pop-up Blocker”.

      Before your statement is displayed, you will see a white screen. It may take a few seconds (depending on your internet speed) for the system to load your statement.

      If the problem persists and you need to view your policies and cash values, you may use the "Policies" function. It shows you all the policies that you have and their respective details.

    • Q: Who should I contact if I encounter problems or notice any discrepancies in my policy details? A:

      You can email us at csquery@income.com.sg or call the Income hotline at 6788 1122.

Online payment

  • General enquiries

    • Q: What are the types of policies which I can pay via the online payment portal? A:

      Life insurance policies with premiums that are due monthly, quarterly, half yearly or yearly can be paid via the online payment portal.
      Selected general insurance policies can also be paid via the online payment portal. Policies accepted are:

      • Golfer’s Insurance
      • Home Insurance
      • Motor Insurance (excluding company-registered vehicles)
        • Commercial Vehicle Insurance
        • Motorcycle Insurance
        • Private Car Insurance
      • Personal Accident Insurance
      • Personal Accident Infectious Diseases Insurance.

      Group and health policies such as Corporatised Entities Group Insurance (CEGIS), Dependants' Protection Scheme (DPS), ElderShield , IncomeShield, LUV, Public Officers Group Insurance Scheme (POGIS) and SAFRA policies, are currently not available for online payment.

    • Q: What are the payment modes available for online payment? A:

      The payment modes available for online payment are as follows:

        eNETS Direct Debit* Visa/MasterCard
      Life Insurance Policies
      Selected General Insurance Policies

      *For eNETS Direct Debit payment, you need to have a valid internet banking facility with the following banks:

      • Citibank
      • POSB/DBS
      • OCBC
      • UOB

      For UOB eNETs Direct Debit, it is currently not compatible with iPad and iPad 2 devices.

    • Q: Why is credit card payment not available for life insurance policies? A:

      Premiums for life insurance policies are usually of a higher amount and the premiums are paid over a long period of time. The banks charge a percentage of the payment as an administrative fee to process the credit card transaction.

      As a social enterprise, we wish to keep the premiums low and not pass on the administrative fee to our policyholders so that they can benefit from competitive premium rates. Therefore, we only accept eNETS Direct Debit for life insurance policies.

    • Q: Where do I access to make online payments and what information do I need? A:

      You can make payments online at www.income.com.sg in two ways.

      For iPhone and iPad users, please disable the Pop-up blocker under ‘Settings' > 'Safari' > 'Block Pop-ups' before making any payment.

      1. me@income
        Click on the Login button located at the top right corner of our home page on www.income.com.sg.
        Please login with your NRIC and password.
        Policy details are displayed and for policies with premiums due, you will be prompted to make payment.

      2. Online Payment
        Click on “Make a Payment” located at the top of our home page on www.income.com.sg.

      No log-in is required. Please have the following information ready to make payment:

      • Your policy number
      • Type of policy
      • Premium amount
    • Q: How do I know the payment is successful? A:

      You will see the following confirmation screen and you will also receive an email and an SMS (if mobile phone number was entered).



       

    • Q: Will there be any confirmation sent to me once I make the payment? A:

      An email confirmation will be sent to your email account.
      If you have entered a mobile phone number, you will also receive an SMS.

    • Q: Once the payment portal has accepted my payment, when should I expect to see the update in my policy? A:

      Update of the payment to your policy is not immediate.
      It will be done within three working days. If you notice that the payment is still not updated after more than three working days, please email csquery@income.com.sg or call our Income hotline at 6788 1122.

    • Q: Who can I contact for more information? A:

      Please email csquery@income.com.sg or call our Income hotline at 6788 1122.
      Alternatively, you may also contact your insurance adviser for assistance.

  • Enquiries about life insurance

    • Q: What are the types of life insurance policies which I can make payment online via eNETS Direct Debit? A:

      If the premiums for your in-force life insurance policies are due on a monthly, quarterly, half-yearly or yearly basis, you can make the payment online via eNETS Direct Debit.

      For policies that are under CPF, GIRO and salary deduction (shown as “Checkoff” in me@income), you will not be able to make payment online.

      Premiums Paid Monthly Quarterly Half-yearly Yearly Via CPF Via GIRO Via Salary Deduction
      eNETS Direct Debit
    • Q: My policy is terminated due to outstanding premiums. Can I make an online payment to reinstate the policy? A:

      Online payment is currently only available for policies that are in-force.
      Please contact your insurance adviser for assistance.
      If you do not have an insurance adviser, please email csquery@income.com.sg or call our Income hotline at 6788 1122 for assistance.

    • Q: I encountered errors when I tried to submit my payment at the online payment portal even though I keyed in the details on my payment notice. Why is this so? A:

      This could be because a new payment notice with a different amount has been generated and you have not received it yet. Therefore, the premium amount you entered does not match with our latest records.
      In such situations, you can log into me@income whereby the policy details and exact premium payable will be shown to you. Online payment can be made via me@income too.

    • Q: What is excess premium balance? A:

      Excess premium balance shows any excess payment which you have made to your policy. For example, if your premium is $100 but you paid $101, $1 will be put in the excess premium balance.
      This could also happen when you pay your premium before it is due. We will put these excess payments in the excess premium balance, to pay for premium(s) that are due in the later months. In other words, we will not do an automatic refund unless you tell us otherwise.

    • Q: Where do I check my excess premium balance? A:

      The excess premium balance is shown in your policy details at me@income.

    • Q: Excess premium balance is also shown in my Investment Linked Policy (ILP) but it is always zero. Why is this so? A:

      For ILPs, there is no excess premium balance. As long as payment is made, the premium due date will be revised to reflect the number of premiums made. For example, if your monthly premium is $100 and you pay $300, the premium due date will reflect a due date which is three months later.

    • Q: How do I know that the payments I make through the online portals are successful? A:

      Once your payment is submitted online, you will see a payment confirmation screen and receive an email confirmation with the details of your payment. If you have entered a mobile phone number, an SMS confirmation will also be sent.

    • Q: I have paid my premiums but the premium due date remains the same. Why is this so? A:

      If your payment is made after the due date, once your payment is processed, the new due date will be updated. On the other hand, if your premium is paid before the due date, any payment that you make will be put in your policy’s excess premium balance. Once the premium due date is reached, premium will be deducted from this excess premium balance and the new due date will be updated.

    • Q: If there is an excess payment in my policy’s excess premium balance when I pay my premium, will this amount be deducted when the premium is due? A:

      Yes. If your monthly premium is $100 and there is $10 in your excess premium balance, you will be prompted to pay $90.

    • Q: I have an excess premium in my statement. Why is this amount not automatically deducted when my premium is due? A:

      Please refer to the following screenshot:


      This scenario happens when you have made an earlier payment and you are viewing your premium statement at me@income before your premium due date. For example, in the scenario above, your premium due date is on 30 Mar 2012 and if you are viewing your statement before 30 Mar 2012, the ‘Total Premium Due’ amount reflected is for premium due in Apr 2012 while the $100 reflected in your Excess Premium Balance is payment for 30 Mar 2012. The Excess Premium Balance of $100 will only become $0 on 30 Mar 2012.

    • Q: If I pay my Investment-Linked Plan (ILP) via the payment portal, when will I know the unit price? A:

      ILP uses forward pricing. This means the price of your units purchased is not known at the time you pay. You will only know the price two working days after you pay your premiums online. For example, you pay your premiums at the payment portal on 27 Mar 2012. Your unit price will be available on 29 Mar 2012.

    • Q: If I have any queries pertaining to my payment, who can I contact? A:

      Please email csquery@income.com.sg or call our Income hotline at 6788 1122.
      Alternatively, you may also contact your insurance adviser for assistance.

  • Enquiries about general insurance

    • Q: How do I renew my policy or make payment via me@income? A:

      You can renew your policy or make payment via me@income for the following insurance plans.

      • Golfer’s Insurance
      • Home Insurance
      • Motor Insurance (excluding company-registered vehicles)
        • Commercial Vehicle Insurance
        • Motorcycle Insurance
        • Private Car Insurance
      • Personal Accident Insurance
      • Personal Accident Infectious Diseases Insurance

      You may click on “Renew” for renewal of policy or “Pay Premium”.

    • Q: Can I renew my policy if it has already expired? A:

      You will not be able to renew your policy if your policy has expired.
      Please email csquery@income.com.sg or call our Income hotline at 6788 6616 for enquiries pertaining to renewal of expired policy.

    • Q: Can I make partial payment for renewal of my policy? A:

      No, the payment has to be the full amount of the renewal premium.

    • Q: I can’t locate my renewal policy number in the Policy Listing. What is the reason for this? A:

      Your policy may have terminated or expired.
      You can email csquery@income.com.sg or call our Income hotline at 6788 6616 to check on the status of your policy.