Frequently Asked Questions

ElderShield

General

    • Q: How is “severe disability” defined? A:

      Severe disability means the inability to do at least three of these six activities of daily living – washing, dressing, feeding, toileting, mobility and transferring; even with the aid of special equipment, and will always require the physical assistance of another person throughout the entire activity.

      Washing : The ability to wash in the bath or shower (including getting into and out of the bath or shower) or wash by other means.
      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.
      Feeding : The ability to feed oneself food after it has been prepared and made available.
      Toileting : The ability to use the lavatory or manage bowel and bladder function through the use of protective undergarments or surgical appliances if appropriate.
      Mobility : The ability to move indoors from room to room on level surfaces.
      Transferring : The ability to move from a bed to an upright chair or wheelchair, and vice versa.
    • Q: What is meant by “pre-existing disability”? A:

      This means suffering from the disability before your ElderShield Policy's commencement date. For persons who are auto-covered, disability caused solely by accidents that occur during the 90-day opt out period shall not be regarded as Pre-existing Disability.

    • Q: What are the benefits of ElderShield? A:

      You will receive the following benefits from ElderShield in the event that you are certified with severe disability.

      ElderShield Policy taken up Monthly Benefit Payout Period
      Basic ElderShield 300 (Before 30 Sep 2007) $300 60 months
      Basic ElderShield 400 (Before 30 Sep 2007, upgrade) $400 72 months
      Basic ElderShield 400 (On or after 30 Sep 2007) $400 72 months
    • Q: Why should I remain insured under ElderShield? A:

      Premiums for ElderShield are based on your entry age. Entry age refers to the age as at your last birthday that you are auto-covered, or that you apply for ElderShield. This means that you will be able to enjoy a lower premium when you remain insured under ElderShield as compared to you opting out initially and signing up at a later date.

      If you decide to re-apply at a later date, you will need to complete the ElderShield Application form and declare all your health information. Your application will be subject to underwriting and we may not be able to grant you cover due to your medical conditions, then.

      Other reasons not to opt out:

      • There is no application hassle since auto-coverage is provided.
      • No underwriting is required except for those who are already disabled.
      • Auto-coverage is extended even for those who are unable to perform two “activities of daily living”.
      • Waiting period of 90 days for claims is waived for auto-coverage cohort.

      If you opt out now, you will lose your existing benefits and may not be able to enjoy the same benefits if you decide to re-join ElderShield later.

    • Q: Will my ElderShield premiums increase later because of my age? A:

      Your ElderShield premiums will not increase with age because your premium is based on entry age. Entry age means the age as at your last birthday that you are auto-covered, or that you apply for ElderShield.

    • Q: I am currently 64 years old. Can I apply for ElderShield and how many premium payments do I have to make? A:

      Yes, you can, as the last entry age is 64 years old (inclusive). All applications will be subject to underwriting. You will have to pay a total of two premium payments.

      For instance, if your date of birth is 15 Jan 1948 and your ElderShield commencement date is 31 Jan 2012, when you are 64 years old. This will be your first premium payment. On 31 Jan 2013, you are 65 years old. This will be your final premium payment.

    • Q: How can I pay my ElderShield premiums? A:

      You can use your CPF Medisave account to pay for your ElderShield premiums. If you do not have enough funds in your account, you can use the CPF Medisave accounts of your spouse, parents, children or grandchildren. To do so, you are required to submit the Change of Premium Payment Method form.

      Alternatively, you can pay your ElderShield premiums by cash, cheque or GIRO. Download GIRO form.

      We will send you a premium notice if we cannot collect the premium from your or any other authorised account through CPF or GIRO, in which case, you must pay us the premium by cash or cheque.

    • Q: How long do I need to pay ElderShield premiums? A:

      Premiums are payable on an annual basis till 65 years old. Your last premium payment will be on the policy renewal period when you reach the age of 65.

    • Q: What is a paid-up benefit? A:

      After you have made a minimum number of premium payments, your ElderShield policy will be treated as paid-up. This means that your ElderShield policy will not terminate due to non-payment of premiums. Your ElderShield policy will instead have a reduced benefit.

Auto covered under Eldershield

    • Q: How will I know whether I am covered automatically under ElderShield? A:

      You will receive an ElderShield Welcome Package from your assigned insurer (Income, Great Eastern or Aviva) three months before you turn 40 years old.

      The Welcome Package will provide you with all your ElderShield information. You will receive a Welcome letter, Policy Schedule, Opt-out form, Options form, Health Declaration form, Explanation note, Information Booklet and policy contract.

    • Q: How do I change my ElderShield insurer? A:

      You can indicate your preferred insurer in the Options form provided in your Welcome Package. You have to submit the Options form to your assigned insurer before your ElderShield policy commences.

    • Q: How do I opt out of ElderShield? A:

      You can submit the Opt-out form, found at the bottom of the Policy Schedule, to your assigned insurer before your ElderShield policy commences.

    • Q: If I have earlier opted out of ElderShield, how do I re-apply for ElderShield? A:

      You will need to complete the ElderShield Application form and declare all your health information. Your application will be subject to underwriting.

      You may submit the completed ElderShield Application form to us:

      • At any Income branch
      • Send it by post to
        Income Centre
        75 Bras Basah Road
        Singapore 189557
    • Q: Can I terminate my ElderShield policy later if I decide that it is not suitable for my needs? A:

      If you request to terminate your ElderShield policy within the free-look period of 60 days from the policy commencement date, you shall be entitled to cancel this policy and receive a full refund of premiums paid. There is no refund for termination request made after the free-look period and the policy will be terminated at the next renewal.

      To terminate your ElderShield policy, you will need to complete the Opt-out form. You may submit the completed Opt-out form to us:

      • By post, please send it to “Income Centre, 75 Bras Basah Road, Singapore 189557”; or
      • By hand, please visit any Income branches.

Policy renewal

    • Q: How will I be notified on my ElderShield Renewal? A:

      You will receive a Renewal Notice from us two months before your policy renewal date.

    • Q: What do I need to do when I receive my Renewal Notice? A:

      Depending on your ElderShield premium payment mode, please ensure the necessary actions indicated in the table below.

      Premium payment mode Necessary actions we require from you
      CPF Medisave account Please ensure sufficient funds in the CPF Medisave account(s) to avoid any disruption to your coverage.
      GIRO Please ensure sufficient funds in the GIRO account(s) to avoid any disruption to your coverage.
      Cash You may
      1) issue a cheque to “NTUC Income”. Please indicate your name, contact number and policy number at the back of the cheque; or
      2) pay by NETS or cash at any of our servicing branches.
    • Q: How can I view the offers under ShieldTreats? A:

      Access ShieldTreats by logging in with your NRIC. You will be able to view the coupons of the merchant outlets and the discounts you can enjoy. Terms and conditions apply. You can also call the merchant directly for any enquiries.

Policy reinstatement

    • Q: Why has my ElderShield policy lapsed? A:

      Your ElderShield policy has lapsed due to non-payment of premiums that are overdue for 75 days after the renewal date.

    • Q: How do I reinstate my ElderShield policy? A:

      You are allowed to reinstate your policy within 180 days from your policy lapse date. You will need to complete the ElderShield Reinstatement form and declare all your health information. Your reinstatement application will be subject to underwriting.

      You may submit the completed ElderShield Reinstatement form to us:

      • By post, please send it to “Income Centre, 75 Bras Basah Road, Singapore 189557”; or
      • By hand, please visit any Income branches.
    • Q: What should I do if it is 180 days past my policy lapse date? A:

      You will no longer be able to reinstate your ElderShield policy. Instead, you will need to take up a new ElderShield policy. You will need to complete the ElderShield application form and declare all your health information. Your application will be subject to underwriting.

      You may submit the completed ElderShield Application form to us:

      • By post, please send it to “Income Centre, 75 Bras Basah Road, Singapore 189557”; or
      • By hand, please visit any Income branches.

Policy alteration

    • Q: How do I change my premium payment mode for my ElderShield policy? A:

      You will need to complete the Change of Premium Payment Method form at least two weeks before your policy renewal date.

      You may submit the completed Change of Premium Payment Method form to us

      • By post, please send it to “Income Centre, 75 Bras Basah Road, Singapore 189557”; or
      • By hand, please visit any Income branches.
    • Q: How do I terminate my ElderShield policy? A:

      You should note that you will not receive any refund and your ElderShield policy will only be terminated at your next policy renewal. In order for us to process your termination, you will need to complete the Opt-out form.

      You may submit the completed Opt-out form to us

      • By post, please send it to “Income Centre, 75 Bras Basah Road, Singapore 189557”; or
      • By hand, please visit any Income branches.
    • Q: Can I cancel my existing ElderShield policy with Income and apply with another insurer? A:

      Yes, you can. But you should carefully consider the following disadvantages before doing so.

      • Your application will be subject to underwriting and the other insurer may not be able to grant you cover due to your medical conditions, then.
      • You will lose any premiums that are already paid.
      • You may be charged higher premium as premium is based on your entry age.

Claim coverage

    • Q: What is the difference between ElderShield and ElderShield Supplement? A:

      ElderShield is an insurance scheme introduced by the MOH to provide financial help to those who are unable to take care of themselves because of severe disabilities. ElderShield Supplement is designed to complement the Basic ElderShield by providing more comprehensive, longer coverage or a higher monthly payment.

    • Q: What criteria will I need to meet in order to claim for ElderShield and ElderShield Supplements? A:

      You will have to be certified to be suffering from “severe disability” by one of the appointed assessors in order to claim ElderShield and Eldershield Supplements.

    • Q: How soon will I receive my claim payout? A:

      Your first monthly benefit payout will be credited into your bank account 90 days after you have been certified disabled by the appointed assessor and qualify for the benefit payout. The 90 days deferment period is one of the requirements stated in the policy contract.

    • Q: How will I receive my monthly benefit payments? A:

      Your monthly benefit payments will be directly credited into your bank account specified in your ElderShield Claim Form.

    • Q: Can my monthly benefit payments be made to my caregiver? A:

      Yes, they can be paid to your caregiver. Please complete and sign the Letter of Undertaking and Indemnity found in the ElderShield Claim form. Please submit the completed and signed form together with a copy of your caregiver’s bank book / statement showing his / her bank account details such as bank’s name, branch and account number to the following address.

      Group Life Claims Section
      Life & Health Operations
      NTUC Income Insurance Cooperative Ltd
      Income Centre
      75 Bras Basah Road
      Singapore 189557

    • Q: Do I need to be confined to an institution before I am entitled to the monthly benefit? A:

      No, it is not a requirement for you to be confined to an institution for the benefit to be paid out. ElderShield monthly benefit payments are made in the form of cash benefit and are not tied to the reimbursement of costs of institutional care.

    • Q: Will there be any reviews of my disability? A:

      Yes, you may be required to go to our panel assessor for periodic examination. We will keep you informed when such requirements arise.

    • Q: Who will bear the charge for these periodic reviews? A:

      We will bear the cost of such periodic reviews. In the event that you have been charged by the assessor, please seek reimbursement from us by sending us your original receipt at the following address:

      Group Life Claims Section
      Life & Health Operations
      NTUC Income Insurance Cooperative Ltd
      Income Centre
      75 Bras Basah Road
      Singapore 189557

    • Q: If I have both ElderShield & an ElderShield Supplement, can I claim from both if I become severely disabled? A:

      Yes, you can claim from both ElderShield and ElderShield Supplement as long as you fulfil the respective claims eligibility criteria.

    • Q: Will there be any claim payable upon death? A:

      ElderShield covers you for disability. Hence, no claim will be payable should death occur. Your ElderShield policy will be terminated upon death and there will also be no refund of premiums.

      However, if you have purchased our PrimeShield, your estate will be eligible to claim for the death benefit if death occurs during your disability claim.

    • Q: If I can now perform the Activities of Daily Living which I was unable to do previously after my treatment, do I need to inform Income? A:

      Yes, you should. The monthly benefit is only payable when you are not able to perform at least three Activities of Daily Living. We will review your case and inform you of the outcome.

Medical assessment for claims

    • Q: Can I see my own doctor or specialist to be assessed? A:

      No, only assessors appointed to conduct the ElderShield assessments are allowed to make the assessments. These assessors have been trained and accredited by Ministry of Health (MOH) to assess and determine the ability of the applicant to perform the 6 Activities of Daily Living (ADLs) according to the scheme requirements. Your own doctor or specialist would not know the standards set by MOH for ElderShield, unless they are on the panel.

      View list of appointed assessors

    • Q: 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? A:

      Yes, you can make arrangement with the panel assessor located nearest to your house or institution for a house call.

      You can refer to the following table for the assessment fees for the different types of assessment available.

      Type of Assessment Fees per assessment ($)
      Visit to the appointed assessor 50.00
      House call 150.00

      (Note: The fees quoted above are subject to future revisions.)

      View list of appointed assessors

      However, if the institutions disallow the assessor to visit you for valid reasons, please contact us for alternative arrangements.

    • Q: If I recover from my disability and subsequently become disabled again, would I need to go for another medical assessment? A:

      Yes, you will need to go for another medical assessment.

    • Q: Who will bear the cost of the medical assessment? A:

      You will need to bear the cost of the medical assessment. If you prefer to have the assessment done at your house, you can make the arrangement with any of the appointed assessors. Income will reimburse you the assessment fee when your claim is successful.

Premium payment

    • Q: If I become severely disabled, do I still need to continue paying my premiums? A:

      Your premium will be waived when you are certified to be severely disabled (i.e. Meeting the criteria for being unable to perform at least three of the six Activities of Daily Living). You will, however, need to resume paying your premium when you recover from your disability.

    • Q: Can I stop my premium payment once I file for a claim? A:

      We would advise you 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 to you when the claim is approved.

    • Q: If I recover from my disability after a period of time, do I have to continue paying the premiums? A:

      Yes, you have to resume paying the premiums to continue the coverage. However, if you have exceeded the premium paying age then, you will not be required to pay any more premiums but will continue to be covered under the policy.

Claim procedure and processing

    • Q: Where can I get more information on the ElderShield Scheme?

      A:

      For more information on the ElderShield scheme, you can visit the following websites.

    • Q: What if I have further questions? A:

      You can send us your enquiries via our online enquiry form. Alternatively, you can call Income hotline at 6332 1133.

      You may also contact the relevant authorities below.

      MOH
      Email: moh_info@moh.gov.sg
      Phone: 1800 225 4122


      CPF Board
      Online enquiries: https://www.cpf.gov.sg/eSvc/Web/FeedbackSubscription/Index
      Phone: 1800 227 1188

    • Q: How do I make a claim? A:

      You will need to complete the following two steps to file your claim:

      1. Completion of Claim Form
        Please fill in and sign the ElderShield Claim form.
      2. Medical Assessment
        • You will need to make an appointment to go to any of the appointed assessors for a medical assessment.
        • Please bring along the completed ElderShield Claim form for the appointment.
        • Upon being certified that you are unable to perform three or more Activities of Daily Living, the assessor will help you to fill out your assessment form and return it together with the completed claim form to Income for processing.