What you need to know.
Integrated Shield Plan claims for COVID-19:
As our borders progressively reopen to permit international travel, MOH is allowing Singapore Citizens and PRs who travel out of Singapore to claim for inpatient COVID-19 treatment from MediShield Life and Integrated Shield Plans on or after 20 Oct 2020, should they experience onset of COVID-19 symptoms within 14 days of their return to Singapore.
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An integrated plan means that you have IncomeShield protection on top of MediShield Life coverage.
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Check your policy documents for coverage on the treatment you seek and the ward you are entitled to.
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You must be treated in a hospital/medical institution that is found in the List of Medical Institutions Participating in MediShield Life Scheme.
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All claims have to be submitted electronically by hospital/medical institution through the system set up by MOH.
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The hospital or medical institution in which you are getting treatment must know that you are covered under IncomeShield.
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Find out if your treatment is covered under your plan and get helpful information you need to file your claims here.
Additional information before you claim.
Documents to bring to the hospital or medical institution
Forms that you must bring along for your treatment are:
1. Completed Medical Claims Authorisation Form (MCAF).
This can be obtained from the MOH | Forms or from hospital staff.
2. Other forms specific to the hospital.
3. Hospital’s Admission Authorisation Form (Inpatient and Day Surgery only).
4. IncomeShield Letter of Guarantee, if any (Inpatient and Day Surgery only).
You can obtain a LOG by calling us at 6788 1777 or through the hospital staff if you are getting treatment in a restructured hospital.
What you can be covered for
Inpatient hospital treatment in Singapore [1]
You will be covered for daily ward and treatment charges, surgical benefits (including day surgery) and inpatient hospital treatments as listed in schedule of benefits. Please refer to policy conditions for more details.
Outpatient hospital treatment in Singapore [1]
You will be covered for:
- Radiotherapy, Cancer Drug Treatment and Cancer Drug Services
- Outpatient kidney dialysis
- Approved immunosuppressant drugs, including cyclosporin and tacrolimus for organ transplant, and other drugs approved under MediShield Life.
- Erythropoietin and other drugs approved under MediShield life for chronic kidney failure.
- Parenteral bags
Please refer to policy conditions for more details.
Pre- and post-hospitalisation treatment [1]
For Enhanced IncomeShield [2]:
- Expenses have to be incurred in Singapore within 100 days from the hospitalisation or day surgery.
- If the inpatient hospital treatment is provided by our panel and paid for under Enhanced IncomeShield Preferred plan, expenses have to be incurred in Singapore within 180 days before the date of admission and within 365 days after the date they are discharged.
For IncomeShield: Expenses have to be incurred in Singapore within 90 days from the hospitalisation or day surgery.
Treatment given before or after emergency overseas treatment is not covered.
Emergency overseas treatment [1]
You will only be covered for serious injuries or medical conditions which require immediate medical treatment in a hospital to prevent death or serious damage to health. Pre- and post-hospitalisation treatment given before or after emergency overseas treatment is not covered.
Coverage Information [1]
Find out if your treatment is covered under your plan and get helpful information you need to file your claims here. All claims submitted are subjected to review in accordance with the terms and conditions of the policies.
After you have submitted your claims
For inpatient and outpatient hospital treatment in Singapore
The claim will be reviewed and the final claim outcome and payment (if applicable) will be transmitted to the hospital. The hospital will send the final bill to the patient and will process refunds (if applicable).
For claims which require further clarification, we will need more time to process your claim. For such cases, we will keep you informed.
For pre- and post-hospitalisation treatment and Emergency overseas treatment
It usually takes 14 working days to process your claim once all documents are received.
For claims which require further clarification, we will need more time to process your claim. For such cases, we will keep you informed.
1
Tell us what you would like to claim for
2
Prepare the required documents
Outpatient hospital treatment (including Cancer Drug Treatment), Inpatient hospital treatment, and Day surgery
The hospital or medical institution will send us your claim through electronic submission. We will then review your claim under Daily Cash Rider if applicable.
If your IncomeShield Outpatient hospital treatment (including Cancer Drug Treatment) / Inpatient hospital treatment / Day Surgery claim was confirmed by medical institution that the treatments could not be electronically submitted, please follow the below steps for claim submission.
- Completed claim form (for inpatient hospital treatment and day surgery)
- Final hospital/medical bill(s), proof of payment (e.g., receipt, email confirmation etc) and CPF MediSave Statement showing Hospital Registration Number (HRN), for those bill(s) fully/partially paid using MediSave [3]
- Hospital discharge summary
- Medical reports (if any)
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
Claim forms
Pre- and post-hospitalisation treatment
You can file your claims online if you meet the following criteria:
- These bills are incurred due to an earlier hospitalisation, day surgery, dialysis, or cancer therapy; and
- You have already paid in full for these bills.
Please submit your claims via My Income Customer Portal after you have received our letter informing you that your claim for inpatient hospitalisation or day surgery or outpatient hospital treatment has been approved.
- Bank statement with name & account number [For claim payment]
- Finalised medical bills(s) showing $0 outstanding [If there is an outstanding amount, submit with a receipt as proof of payment] [3][4]
- CPF MediSave Statement showing Hospital Registration Number (HRN), for those bill(s) fully/partially paid using MediSave
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
Emergency overseas treatment
- Completed claim form
- Original final hospital/medical bills and receipts [3] [4]
- Hospital discharge summary*
- Medical reports*
- Reimbursement letter / discharge voucher / payslip or Medical Claims Pro-ration System (MCPS) statement AND it must show the Visit Date, Invoice Number, and individual co-payment amount (For civil servants) [If other policies/ insurers/ employer/ third parties has/ have reimbursed any of the bill(s)]
For foreigners
- Passport showing the insured’s personal particulars
- Eligible valid pass of the insured
* All overseas documents must be certified as true copies by a Notary Public. If the documents are in foreign language, please provide a version officially translated to English by a certified translator/ interpreter. You will have to bear the costs of the translation services, if any.
Claim forms
3
Send us your documents
For Pre- and post-hospitalisation treatment
Submit your documents via My Income Customer Portal
For other claims (Outpatient hospital treatment, day surgery, emergency overseas treatment)
Please submit your claim through your insurance advisor OR via email to us at healthcare@income.com.sg
- Subject to precise terms, conditions and exclusions specified in the policy contract.
- This benefit will apply for policies starting or renewed from 1 Mar 2019, and inpatient hospital treatment incurred thereafter. Please check your actual policy document for details on your coverage.
- Unless you have submitted the original document to us, you are required to keep the original medical bills/receipts for six months as we may request for them for verification prior to/post settlement of your claim.
- How to tell if your hospital/medical bills are original and final:
a. The bill is a final bill (not an estimated or interim bill).
b. The bill is an original copy (not a duplicate or a photocopy / scanned copy).
c. There is no outstanding amount due to the medical institution.
d. Ensure that the MediSave amount is approved, if applicable.
e. Ensure that the MediShield Life / Private Shield plan amount is reflected on the bill, if applicable.
Information is correct as at 23 December 2024.
Policies that are on standard terms and have been inforced for at least a year from the start date or the reinstatement date; whichever is later, will be eligible.
The following are some instances where the IncomeShield LOG may not be issued:
- The estimated claimable amount falls within the policy deductible amount;
- There is an exclusion in the policy;
- There is an outstanding recovery amount due to Income Insurance;
- Treatments at private clinics, public hospital's short-stay wards, outpatient treatments and community hospitals;
- Overseas treatments;
- Treatments for excluded conditions such as pregnancy related treatments, cosmetic surgery, HIV infection or AIDS related, please refer to the policy contract for the a full list of exclusions.
Do note that Income Insurance reserves the right to limit or decline the issuance of the IncomeShield LOG, even if the eligibility criteria is met.
This is a facility provided to IncomeShield policyholders at major hospitals in Singapore. The IncomeShield Letter of Guarantee or LOG can be used to help with the upfront cash deposit required for hospitalisation or day surgery, subject to the acceptance of the Hospital.
An insured who is eligible for IncomeShield LOG receives treatment that is provided by a private specialist from IncomeShield's Panel or Extended Panel, can benefit from an IncomeShield LOG amount of up to $30,000; while it is up to $10,000 for treatment that is not provided by our Panel. For treatment that is provided by specialist from a public hospital, the IncomeShield LOG amount is up to $50,000.
The IncomeShield LOG is a facility intended to assist in the pre hospitalisation or pre surgery process; it is not an indicator of claim approval and neither is the issued amount an indicator of the claim amount. The filed IncomeShield claim, with details of the medical conditions and its treatments, will require a review by Income Insurance.
Restructured Hospitals/Medical Institutions
- Alexandra Hospital
- Admiralty Medical Centre
- Changi General Hospital
- Khoo Teck Puat Hospital
- KK Women's And Children's Hospital
- National Cancer Centre
- National Heart Centre Of Singapore
- National University Hospital
- Ng Teng Fong General Hospital
- Sengkang General Hospital
- Singapore General Hospital
- Singapore National Eye Centre
- Tan Tock Seng Hospital
- Woodlands Health Campus
Private Hospitals/Medical Institutions
- Farrer Park Hospital
- Gleneagles Hospital
- Mount Alvernia Hospital
- Mount Elizabeth Hospital
- Mount Elizabeth Novena Hospital
- Parkway East Hospital
- Raffles Hospital
- Thomson Medical Centre
- Crawfurd Hospital
The Hospital administrators will assist to make the request on your behalf. If successful, the IncomeShield LOG will be issued to the hospital on the same day.
The hospital reserves the right to collect a partial or a full deposit of the bill or accept the issued IncomeShield LOG only for the waiver of the initial deposit. Following are some other situations where a deposit will be required:
- The total of the IncomeShield LOG amount and the estimated CPF Medisave withdrawal amount is insufficient to cover the required deposit;
- The IncomeShield policy is unable to provide coverage for the hospitalisation or day surgery;
- Ineligible claims or ineligible items or medical services that are excluded and/or are not part of the treatment; please refer to the policy contract for details.
You may approach the participating hospitals' administrators for assistance, they will assist to request for the IncomeShield LOG on your behalf. In order to activate the IncomeShield LOG, you will need to accept the IncomeShield LOG terms, authorise the CPF Medisave withdrawal and sign the Medical Claims Authorisation Form (MCAF).
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