Frequently Asked Questions

Account and Registration

  • Q:How can I register for Orange Health?

    A:

    You will first have to download the Income Insurance App, available on both Google Play and the App Store.

    Within the Income Insurance App, navigate to Orange Health from the menu to sign up with an email address or your FaceBook account.

    For more information on how to sign up, refer to our user guide.

  • Q:Who is eligible to sign up for Orange Health?

    A:

    Insured persons of in-force Enhanced IncomeShield, IncomeShield Standard Plan and IncomeShield policies are able to sign up for Orange Health.

  • Q:How do I change the email address registered with Orange Health?

    A:

    Please email healthcare@income.com.sg with your request to change the email address.

  • Q:I am an IncomeShield insured. Why am I not able to register?

    A:

    Please email healthcare@income.com.sg with your NRIC/FIN/Passport No. and screenshot of the error you faced.

  • Q:I am an IncomeShield policyholder. Why am I not able to register?

    A:

    Orange Health is specially tailored to help the insured persons of IncomeShield policies take charge of their health by participating in and tracking their physical activities. This can help them remain healthy and lead better quality lives in the long run. However, we will continue to monitor, review and refine the programme and may cater to IncomeShield policyholders in the future.

  • Q:Is there a fee to use Orange Health?

    A:

    No, there is no fee to sign up for Orange Health.

  • Q:Why is my account terminated?

    A:

    Income reserves the right to terminate Orange Health accounts if we find suspicious activities on the user’s accounts.

  • Q:How can I terminate my Orange Health account?

    A:

    To terminate your Orange Health account, please send an email to healthcare@income.com.sg.

Challenges

  • Q:How are points allocated for group challenges?

    A:

    If you pass the group challenge, the bonus points will be allocated to all group members, regardless of their individual performance.

  • Q:How do I form a group to participate in the group challenge?

    A:

    You can go to the group challenge you want to join, create the group, and invite your friends.

  • Q:I am short of one member for a group challenge. Can I still participate?

    A:

    No, you are unable to participate. You will need the exact number of group members for the challenge.

  • Q:If I join a check-in or QR code scanning challenge at 12pm and the challenge has already started, will my check-ins and QR codes scanned before 12pm count towards the challenge target?

    A:

    Only check-ins and QR codes scanned after you have joined the challenge will count towards the challenge target.

  • Q:If I join a steps or sleep challenge at 12pm and the challenge has already started, will my steps or sleep synced before 12pm be counted towards the challenge target?

    A:

    Yes, the number of steps and hours of sleep synced for that entire day will count towards the challenge target.

  • Q:What types of challenges are there and how can I take part?

    A:

    There are group challenges and individual challenges. These can involve steps, sleep, workout and diet.

    You can switch on your notifications to be informed of a new challenge!

  • Q:Where can I view the challenge leaderboard?

    A:

    Only certain challenges will feature a leaderboard. For such challenges, you can click on the leaderboard icon found on the top right hand corner in the Challenge details page.

  • Q:Why am I not able to invite friends to the group challenge?

    A:

    Your group may have already reached the maximum number of participants and only group leaders will be able to invite friends to the challenge.

Device

  • Q:Am I able to login with multiple devices?

    A:

    No, you will only be able to login on one device at a time. Logging into a new device will log you out of your other device.

  • Q:How can I change my activity tracker?

    A:

    You can change your activity tracker from the Settings icon > Register New Device.

  • Q:If I accidentally delete the Income Insurance app, will all my synced data in Orange Health be gone?

    A:

    No, your data and points will still be available on your Orange Health account.

  • Q:If I change my activity tracker, will I lose all the data / points earned?

    A:

    No, your data and points will still be available on your Orange Health account.

  • Q:There are discrepancies in the data from my wearable / Apple Health / Samsung Health to what is recorded on Orange Health. What can I do?

    A:

    You can double check that your tracker has been sycned or manually refresh the data by pulling down your screen on the Home page.

    If the data reflected is still not accurate, you can email us at healthcare@income.com.sg with screenshots of the data from your device.

  • Q:Which activity trackers are compatible with the Orange Health?

    A:

    Currently, you can sync your sleep and steps data from Apple Health, Samsung Health and Fitbit. We are working to integrate Garmin into Orange Health too.

  • Q:Why does my activity tracker not sync?

    A:

    You can try to manually sync it in the app by pulling down your screen on the Home page. You can also check that your tracker has been synced to your tracking app.

    Otherwise, you can email us at healthcare@income.com.sg.

Merchants

  • Q:I am a fitness/healthy dining merchant. How can I become a partner under Orange Health?

    A:

    Thanks for your interest! Please email healthcare@income.com.sg

  • Q:Who are the partners on the Orange Health Programme?

    A:

    You may find the partners here.

Oh! Points and Rewards

  • Q:Can I transfer my Oh! points to another person?

    A:

    No, you will not be able to transfer Oh! points.

  • Q:How do I earn Oh! points?

    A:

    You can earn Oh! points from a variety of actions, including syncing your steps and sleep from activity trackers, dining at participating food outlets, working out at participating fitness centres, ordering groceries from participating grocery retailers and checking in at parks.


    You can also earn additional points from taking part in challenges, individually and/or with your friends.

  • Q:How long are my rewards valid for? Where can I check?

    A:

    The expiry of e-vouchers redeemed or won from challenges are shown under your Rewards.

    For rewards that are in the form of physical gift vouchers, we will be sending a redemption letter to the policyholder's registered mailing address. Please redeem it from selected outlets within two months from the date of the redemption letter. Subject to terms and conditions of the respective merchants.

  • Q:How long will the Oh! points that I have earned be valid for?

    A:

     

    Oh! points earned betweenExpire by
    1 July and 31 October31 December the same year
    1 November and 31 December30 June the following year
    1 January and 30 April30 June the same year
    1 May and 30 June31 December the same year

  • Q:I have switched out from IncomeShield to another insurer. I still have Oh! points – can I redeem them?

    A:

    Sorry, you will need to be the insured person of an in-force IncomeShield policy at the point of redemption.

  • Q:Why am I not able to redeem my points?

    A:

    Your policy might have been terminated and hence you are unable to redeem your points. We do check that you are an insured person of an in-force IncomeShield policy at the point of redemption.

    Alternatively, you might have changed your identification number or nationality and hence the policy number tied to your Orange Health account is no longer valid. You could write in to healthcare@income.com.sg for us to create a new Orange Health account for you.

  • Q:I just redeemed an e-voucher, but it does not work when I tried to use it. What should I do?

    A:

    Please check that the e-voucher has not expired. If it is still valid, please write to healthcare@income.com.sg for us to investigate the matter.

  • Q:I redeemed a physical gift voucher but have yet to receive the redemption letter. Who should I ask?

    A:

    The processing time is about one month from date of redemption. Please email healthcare@income.com.sg if you need further assistance.

  • Q:Is there a limit to the number of points that I can earn?

    A:

    There is no limit to the number of points you can earn. However, there is an expiry date for the points earned within each season. There are two seasons in a year. Season A which is from 1st January to 30th June, and Season B which is from 1st July to 31st December.

    Oh! points accumulated in the last 2 months of each season (A & B) can be carried over to the next season. The remaining points accumulated in the first 4 months of the season, if unutilised will expire. For example, points accumulated in May and June may be carried over to Season B. Similarly, Oh! points accumulated in November and December, may be carried over to the upcoming Season A.

  • Q:Is there a limit to the amount of rewards that I can redeem?

    A:

    Yes, you may redeem up to $40 worth of vouchers each season. There are two seasons in a year. Season A which is from 1st January to 30th June, and Season B which is from 1st July to 31st December.

  • Q:My reward has expired. Can I still use it?

    A:

    Sorry, we are unable to reissue your reward.

  • Q:Why are my points for sleep and steps not reflected even though I have synced my activity tracker?

    A:

    In order to earn Oh! points, you will need to enter Orange Health at least once every 7 days to sync your sleep and steps data. If there are still discrepancies, you may email to healthcare@income.com.sg.

Profile

  • Q:How can I change my display name?

    A:

    Please email your request to healthcare@income.com.sg

  • Q:How can I change my password?

    A:

    You can update your password via the Settings icon > Profile > Change Password. An OTP will be sent to your registered mobile number for validation, after which you can proceed to change your password.

  • Q:How can I customise my dashboard on the homepage?

    A:

    You can customise the dashboard on the Home page via the Settings icon > Customise Dashboard > Click on the camera icon to upload or take an image of your choice.

  • Q:How can I customise my profile picture?

    A:

    You can customise your profile picture via the Settings icon > Profile > tap on the image.

Technical

  • Q:Why am I not able to check-in at a location?

    A:

    You will need to ensure that you have allowed permission to access Location for Orange Health.

    For iOS users, you can check that under your phone Settings > Income Insurance.

    For Android users, you can check that under your phone Settings > Apps and Notifications > Income Insurance > Permissions.

  • Q:Why does my QR Code scanner not work?

    A:

    You will need to ensure that you have allowed permission to access Camera for Orange Health.

    For iOS users, you can check that under your phone Settings > Income Insurance.

    For Android users, you can check that under your phone Settings > Apps and Notifications > Income Insurance > Permissions.