Frequently Asked Questions

Star Term Protect

Product coverage

  • Q:What is DIRECT-Term (renewable)?

    A:

    DIRECT-Term is a non-participating regular premium plan that provides high insurance protection at lower cost.

    This is a Direct Purchase Insurance (DPI) product with no financial advice provided. The product is only available if you buy direct from us, it is not available for sale through all other distribution channels of Income.

  • Q:What are the benefits payable?

    A:

    If the insured becomes totally and permanently disabled (before the age of 65), is certified to be terminally ill or dies during the term of the policy, we will pay the sum assured as set out in the policy document.

  • Q:Is there guaranteed renewal for Direct-Term (renewable)?

    A:

    If there is no claim on this policy during its term, when it ends, we will renew it for another 5 years at its prevailing sum assured. However, we will not renew this policy if the insured is age 80 years and above at the time the policy is due for renewal.

    We will work out the renewal premium based on the policy’s contract term, sum assured and the age of the insured at the time the policy is renewed.

Cash value, bonuses and maturity benefit

  • Q:Is there any cash value or maturity value for this policy?

    A:

    No, there is no cash or maturity value for this policy.

  • Q:Is there any bonus given to this policy?

    A:

    No, this policy is not eligible for bonus.

Total and permanent disability (TPD) benefit

  • Q:What is the total and permanent disability (TPD) benefit payable?

    A:

    We will pay the sum assured if the insured is diagnosed as totally and permanently disabled before the age of 65.

    We will pay this benefit in a lump sum, subject to a maximum payment of $1 million each year. If the benefit is more than $1 million, we will pay in yearly instalments, provided that the insured remains in TPD. The maximum aggregate TPD benefit payable on the insured is $6.5 million (excluding any bonuses), inclusive of all in forced policies issued by us and by any other insurer.

    Once we begin paying the TPD benefit, the policy and rider, if any, will immediately end and there is no need to pay future premiums.

    The policy will cease after the benefit is paid.

  • Q:What is total and permanent disability (TPD)?

    A:

    TPD is defined as the complete and continuous inability of the insured to take part in any paid work for the rest of the insured’s life, or total physical loss. The insured must be incapable of engaging in any occupation when he is totally and permanently disabled. We do not pay if the insured is merely unable to perform the same job as before, or is unable to perform a job to which his training, education or experience is suited.“Total physical loss” refers to:

    1. the total and irrecoverable loss of sight of both eyes;
    2. the loss by complete severance or total and irrecoverable loss of use of both limbs at or above the wrist or ankle; or
    3. the total and irrecoverable loss of sight of one eye and the loss by complete severance or total and irrecoverable loss of use of one limb at or above the wrist or ankle.

  • Q:Is there any exclusion(s) for total and permanent disability (TPD) benefit?

    A:

    We will not pay this benefit if your claim arises from:

    1. deliberate acts such as self-inflicted injuries, illnesses or attempted suicide;
    2. unlawful acts, provoked assault, or deliberate exposure to danger; or
    3. the effects of alcohol, drugs or any dependence.

    We will also not pay this benefit if the insured is merely unable to perform the same job as before, or is unable to perform a job due to the limitations of his training, education or experience.

  • Q:What is required when I submit a total and permanent disability (TPD) claim?

    A:

    You will need to provide us with a medical certificate by a registered medical practitioner certifying that the insured is totally and permanently disabled for at least six months consecutively.

  • Q:Do I need to continue paying premiums while I am receiving the total and permanent disability (TPD) benefit in instalments?

    A:

    No, once we begin paying the TPD benefit, your policy and rider (if any) will cease immediately and you do not have to pay premiums.

Death / terminal illness benefit

  • Q:What is the death benefit payable?

    A:

    In the event of the insured’s death, we will pay the sum assured and the policy will cease after the benefit is paid.

  • Q:Is there any exclusion(s) for death benefit?

    A:

    We will not pay the death benefit if the insured commits suicide within one year from the cover start date. The policy will cease with immediate effect and we will refund the total premiums paid without interest from the cover start date.

    Cover start date means the date:

    1. We issue the policy;
    2. We issue an endorsement to include or increase a benefit; or
    3. We reinstate the policy;

    whichever is latest.

  • Q:What is the terminal illness benefit payable?

    A:

    If the insured is certified to be terminally ill, we will pay the sum assured and the policy will cease after the benefit is paid.

  • Q:What is the meaning of terminal illness?

    A:

    Terminal illness means an illness which, in the opinion of the registered medical practitioner involved and a registered medical practitioner we have appointed, is highly likely to lead to death within 12 months.

  • Q:Is there any exclusion(s) for terminal illness benefit?

    A:

    We will not pay this benefit if the claim arises from a terminal illness in the presence of Human Immunodeficiency Virus (HIV).

Policy alteration

  • Q:Can I request for a change in premium payment frequency, e.g. from yearly to monthly?

    A:

    Yes, you can request for the change by contacting us via email at life.health@income.com.sg. Our staff will assist you to effect the change.

    You may wish to note that the change in payment frequency must coincide with the anniversary date of the policy.

  • Q:Can I nominate a beneficiary?

    A:

    Under the Insurance Act, if you effect a life insurance on your own life, you can nominate any person as a beneficiary to receive the insurance policy proceeds.

Application process

  • Q:Will there be any financial advice given on my needs and suitability of this product?

    A:

    No, this product is only available to customers who are buying direct without any financial advice.

  • Q:How do I apply for DPI?

    A:

    Kindly apply personally at any of our specified Client Advisory Centres listed in the relevant FAQ below during operating hours. A Client Adviser will be assigned to assist you in the application of DPI. 
    The Client Adviser will provide you the following documents for application of DPI:

    1. Benefit illustration and product summary
    2. Application form and additional health questionnaire, if applicable
    3. Direct Purchase Insurance Fact Sheet and Checklist
    4. Fact Sheet Supplementary Form
    5. Nomination form
    6. GIRO form for premium deduction.

    If you are considered a Selected Client (refer to the relevant FAQ below for the definition of Selected Client), it is recommended that you apply for DPI in the presence of a Trusted Individual (refer to the relevant FAQ below for the definition of Trusted Individual).

    Upon completing the above documents, the Client Adviser will assist you to submit documents and premium payment. We will need to make a photocopy of your NRIC (as well as your Trusted Individual’s, if applicable) as part of the documents required for application.

    Alternatively, you can apply online if you are not a Selected Client. If you are a Selected Client, please visit one of our Client Advisory Centre instead as we have put in place several safe guards for your benefit which is not available in the online application.

    Please note that:
    1) Only DIRECT – Term (renewable) and DIRECT – Term (non-renewable) are available for online application.

    2) DIRECT - Dread Disease Rider for Term will not be available for online application.

    We will keep you updated on the outcome of the application.

  • Q:What is the definition of Selected Client?

    A:

    A Selected Client is one who meets at least 2 of the following criteria:

    • Aged 62 or older
    • Not conversant in spoken or written English; and
    • Below GCE ‘O’ Level or ‘N’ level certifications, or equivalent academic qualifications

  • Q:What is the definition of Trusted Individual?

    A:

    A Trusted Individual is defined as an individual who meets all of the following criteria:

    • At least aged 18;
    • Possess at least GCE ‘O’ or ‘N’ level certifications or equivalent academic qualifications;
    • Be proficient in spoken or written English; and
    • Be a person who has the trust of the Selected Client.

  • Q:Where are the Client Advisory Centres and what are their operating hours?

    A:


    Details of our Client Advisory Centre are as follows:

    Client Advisory Centre Operating Hours
    Ang Mo Kio Client Advisory Centre
    53 Ang Mo Kio Ave 3,
    #03-18/19/20/21 AMK HUB
    Singapore 569933    		 Monday – Friday
    Saturday & Sunday    		 10.00am - 8.30pm
    10.00am - 4.00pm
    Bras Basah Client Advisory Centre
    75 Bras Basah Road,
    Income Centre,
    Singapore 189557    		 Monday – Friday
    Saturday    		 10.00am - 6.30pm
    10.00am - 4.00pm
    Eastpoint Client Advisory Centre
    3 Simei Street 6, #04-01/02/K7,
    Eastpoint Mall
    Singapore 528833    		 Monday-Friday
    Saturday & Sunday    		 11.00am-9.00pm
    10.00am-9.00pm
    Westgate Client Advisory Centre
    Westgate Branch
    3 Gateway Drive
    #02-40B
    Singapore 608532    		 Monday – Friday
    Saturday & Sunday    		 11.00am - 7.30pm
    10.00am - 4.30pm
    Raffles Client Advisory Centre
    #01-05 Income at Raffles
    16 Collyer Quay
    Singapore 049318    		 Monday – Friday
    Saturday    		 10.00am - 7.00pm
    10.00am - 1.30pm
    Tampines Client Advisory Centre
    No. 2 Tampines Central 6,
    Income at Tampines Point #01-01,
    Singapore 529483    		 Monday – Friday
    Saturday    		 10.00am - 6.30pm
    10.00am - 4.00pm
    Woodlands Client Advisory Centre
    900 Woodlands Drive #05-06
    Woodlands Civic Centre,
    Singapore 730900    		 Monday – Friday
    Saturday    		 10.00am - 6.30pm
    10.00am - 4.00pm

  • Q:Will my application be subject to underwriting?

    A:

    Yes, your application will be subject to underwriting. We will keep you informed on the outcome of the underwriting.

  • Q:When will the insurance coverage commence?

    A:

    Insurance coverage commences upon underwriting approval and receipt of premium payment. We will inform you the date of commencement of cover in writing.

  • Q:Will there be any insurance coverage while the application is being processed?

    A:

    Yes, if premium payment is made, we will pay the sum assured, if the insured dies as a result of an accident while we are processing the application.

  • Q:What are the methods of payment available?

    A:

    We offer the following payment methods for your convenience:

    1. By GIRO deduction
    2. By direct payment e.g. cheque, cash, NETS, credit card. Credit card payment is restricted to first premium payment for regular premium life insurance application. Subsequent premium payments have to be made using GIRO, cash or cheques.
    3. By internet banking, AXS, ATM or phone banking.

    We encourage payment by GIRO deduction for regular premium payment as it reduces the administrative work for all parties involved. 

  • Q:What is the arrangement for GIRO deduction?

    A:

    The arrangements are as follows:

    1. GIRO Form
      1. You have to submit the GIRO form to authorise GIRO deduction.
      2. Kindly have the form verified by an insurance adviser / servicing staff before submission.
      3. If the account is operated by “thumbprint”, the GIRO form must also be verified by the bank before submission.
    2. Commencement
      1. After receiving the GIRO form, we will arrange with the bank to start the deduction as early as possible. This will usually take effect on the next or following month.
      2. We will inform you in writing as soon as the arrangement is confirmed.
    3.  Deduction Dates
      1. The deduction dates in each month are:
        • 1st attempt: 6th
        • 2nd attempt: 18th
      2. The deduction date will be rescheduled to the next working day if the 6th or 18th falls on Sunday or Public Holiday.
      3. We will send you a notice if any premium cannot be deducted due to insufficient funds in the account.
    4. Receipt We will not issue any receipt for premiums deducted through GIRO. The deduction will be shown in the bank statement. 

  • Q:Can all types of credit card be used to make payment?

    A:

    Currently we only accept Master and Visa cards. Other cards such as Diners or American Express are not accepted.

    You may wish to note that debit cards are also not accepted.

  • Q:When will the premiums be deducted from credit card?

    A:

    Once the life insurance application has been approved and credit card details have been entered in our system, the premium will be deducted within 5 working days.

  • Q:Do I need to personally collect the policy document from Income?

    A:

    For your convenience, the policy document will be sent to you by post. Hence you do not need to collect it personally from us.

  • Q:Can I cancel the policy during free-look period?

    A:

    There is a 14-day free-look period during which you can evaluate if the policy meets your needs. In the event that you decide to give up the policy within the free-look period, we will refund you the premiums paid (less any incurred medical examination expenses).

    The 14-day free-look period will start seven days after we have posted the policy.

DIRECT Dread Disease Rider for Term

  • Q:What is this rider?

    A:

    This rider can be attached to DIRECT-Term (non-renewable) policy to provide additional dread disease cover for a limited period of time. Application is subject to underwriting and additional premiums are payable for this rider to be added.

    This rider pays out the sum assured of the main plan when the insured is diagnosed with a specified dread disease except for angioplasty and other invasive treatment for coronary artery. If the insured undergoes angioplasty and other invasive treatment for coronary artery during the term of the rider, we will pay 10% of the sum assured, subject to a maximum of $25,000.

    Any payment made under this rider will form an accelerated payment, and reduce the sum assured of its main plan. The main plan and this rider will end when the sum assured reach zero.

  • Q:Should I buy a dread disease rider for my DPI?

    A:

    This rider pays out the sum assured of the main plan when insured is diagnosed with a specified dread disease (except for angioplasty and other invasive treatment for coronary artery, as described in point 14 above).

    This payout may ease your financial burden as treatments and medication can be costly and insured may not be able to work due to the dread disease. It is important to note that whenever we make an accelerated payment on this rider, the sum assured of its main plan will be reduced by the same amount. The main plan and this rider will end when the sum assured reach zero.

    There is a total of 30 dread diseases that are covered under the rider. For more information on the dread diseases covered, please refer to http://www.moneysense.gov.sg/dpi. You can also refer to the policy contract for detailed definition of each dread disease as you will receive a payout under the rider only if the illness falls within the definition stated in the contract.

    Additional premiums are payable for this rider to be added. You will need to consider whether you can afford the additional premiums and whether your insurance needs can be better met with the addition of this rider.

  • Q:What are the dread diseases being covered?

    A:

    The 30 specified dread diseases are:

    No.Name of Dread DiseaseNo.Name of Dread Disease
    1Major Cancers16Muscular Dystrophy
    2Heart Attack of Specified Severity17Parkinson’s Disease
    3Stroke18Surgery to Aorta
    4Coronary Artery By-Pass Surgery19Alzheimer’s Disease / Severe Dementia
    5Kidney Failure20Fulminant Hepatitis
    6Aplastic Anaemia21Motor Neurone Disease
    7End Stage Lung Disease22Primary Pulmonary Hypertension
    8End Stage Liver Failure23HIV Due to Blood Transfusion and Occupationally Acquired HIV
    9Coma24Benign Brain Tumour
    10Deafness (Loss of Hearing)25Viral Encephalitis
    11Heart Valve Surgery26Bacterial Meningitis
    12Loss of Speech27Angioplasty & Other Invasive Treatment for Coronary Artery
    13Major Burns28Blindness (Loss of Sight)
    14Major Organ / Bone Marrow Transplantation29Major Head Trauma
    15Multiple Sclerosis30Paralysis (Loss of Use of Limbs)

    The full definition of each dread disease covered and the circumstances in which you can claim are stated in the policy contract.


  • Q:What are the exclusions for dread disease cover?

    A:

    We will not pay this benefit if your claim arises from:

    1. deliberate acts such as self-inflicted injuries, illnesses or attempted suicide;
    2. deliberate misuse of drugs or alcohol;
    3. acquired immunodeficiency syndrome (AIDS), AIDS-related complex or infection by human immunodeficiency virus (HIV), except as stated under HIV due to blood transfusion and occupationally acquired HIV; or
    4. major cancers, heart attack, coronary artery by-pass surgery, or angioplasty and other invasive treatment for coronary artery, where the insured was diagnosed with the disease within 90 days after the cover start date. For coronary artery by-pass surgery and angioplasty and other invasive treatment for coronary artery, the date of diagnosis shall refer to the date of diagnosis of the medical condition that leads to the surgical procedure, and not to the date of surgical procedure.

  • Q:Is this rider renewable?

    A:

    If this rider is attached to a DIRECT - Term (renewable) policy and there is no claim (except angioplasty and other invasive treatment for coronary artery) on this rider during its term, when it ends, we will renew it for another five years at its prevailing sum assured. However, we will not renew this rider if the insured is 60 years and above at the time the rider is due for renewal. We will also not renew this rider beyond the premium term of its main plan. We work out the renewal premium based on the rider’s contract term, sum assured and the age of the insured at the time the rider is renewed. The main plan must be in force for us to renew this rider.

Eligibility and premium payments

  • Q:What are the policy term and entry age available?

    A:

    DIRECT-Term (non-renewable)
    The available policy term and entry age are as follows:

    Policy TermMinimum Entry Age (Last Birthday)Maximum Entry Age (Last Birthday)
    201864
    Up to age 64 (Last Birthday)1859

    DIRECT-Term (renewable)

    Only a 5 year policy term is available.

    The minimum entry age is set at age 18 last birthday and the maximum entry age is set at age 64 last birthday. 

    This policy can be renewed up to a maximum coverage age of 84 last birthday.

  • Q:Are premium rates guaranteed?

    A:

    Premium rates of the main plan are guaranteed throughout the policy term and are applicable to standard lives. The premiums may be higher at the point of renewal due to your age, but any medical conditions uncovered since the start of the term life DPI will continue to be covered after the renewal.

    Premiums for the dread disease rider are not guaranteed. We will give you 6 months’ notice before making any change.

  • Q:What is the minimum and maximum sum assured for this policy?

    A:

    The minimum sum assured for DIRECT - Term (non-renewable) is $50,000 per policy.

    The maximum sum assured for all DPI per insured is $400,000 per insurer.

  • Q:What are the premium payment frequencies available?

    A:

    You can choose to pay your premiums monthly, quarterly, half-yearly or yearly.