What you need to know. TEST 11/5 -2

If you need emergency assistance while travelling, call our Appointed Assistance Company at their 24-hour hotline (65) 6338 1222.

Your claims must be made within 30 days of the insured incident.

All relevant documents and information must be submitted together with your claims.

It usually takes 10 working days to process your claims after all required documents are received. 

1 Tell us what you would like to claim for


2 Prepare the required documents and complete the claim form

Death

Required documents

  • Death certificate, autopsy report, coroner's findings
  • Proof of relationship between the insured and the claimant, e.g. copy of marriage certificate / birth certificate
  • Police report, if applicable

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

Permanent disability

Required documents

  • Medical report

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

Medical expenses

Required documents

  • Original medical bills and receipts
  • If these have been given to another insurer/employer, please provide:
    • Photocopy of the bills
    • Reimbursement letter / discharge voucher from the insurer/employer indicating the amount paid by them

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

Study interruptions/ compassionate visit

Required documents

  • Copy of hospital bill / death certificate
  • Proof of insured’s relationship with the person in hospital or who has died
  • Original invoice for purchase of air ticket
  • Original invoice for tuition fee paid

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

Travel/ baggage delay

Required documents


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  • Scheduled and revised flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
  • Written confirmation from the transport operator of the public transport on the cause and length of the travel or baggage delay
  • Delay report and acknowledgement slip (baggage delay claim)

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

Loss or damage to personal belongings (at overseas residence)/ check-in baggage/ travel documents

Required documents

  • Flight itinerary, boarding pass or passport stamp which shows the date of departure and return to Singapore
  • Police report of the lost item (or items)
  • Baggage loss or damage report filed with authorities or service providers
  • Confirmation letter from airlines or travel agent or operator of amount paid as compensation for the loss
  • Photographs of damaged item (or items)
  • Copy of diagnostic report from repairer stating the cause and extent of damage
  • Original repair bill or quotation of repair for damaged item (or items) or original purchase receipt or credit card statement and warranty card of the lost or damaged item (or items)
  • Original invoice for the economy-class transport and accommodation expenses incurred to apply to replace the lost passport or travel documents
  • Original receipt for passport replacement/passport photograph/travel documents

Please note that this list is not exhaustive. Other documents may be requested if necessary.

Claim forms

Download Overseas Study Protection Plan

3 Send us your documents and claim form

Email pcc@income.com.sg with a picture or scan of all required documents and the completed claim form.

Ensure that the overall size of your email attachment(s) does not exceed 30MB. For medical claims, please send the original medical bills to our postal address or submit them at our branches.

Please keep the original completed claim form and the required documents for your own reference. You do not need to send them to us.

Alternatively you can also submit your claim form and the necessary documents through any of these channels:

  1. At an Income branch
  2. To your insurance adviser
  3. By post to:
    Income Bras Basah PO Box 0132
    Singapore 911802

Keep a copy of the completed claim form and the required documents for your own reference.

Your queries answered.

Who is entitled to receive the insurance benefit under my policy in the event of a death claim?

We will pay the benefit sum to the estate of the deceased provided that the claim is admissible.

If a Will or a Letter of Administration is available, we will pay out the claim to the nominated person(s) accordingly. Otherwise, we will pay out the claim according to Intestate Succession Act.

More information on the Intestate Succession Act

Can I claim for medical expenses due to sickness?

Yes you can if you have purchased the optional sickness coverage under the policy.

I have more than one personal accident policy with a few insurance companies. If I were to meet with an accident, am I entitled to claim medical expenses from all the insurance companies?

In the event that the medical bill has been fully reimbursed to you, you will not be able to claim under Overseas Study Protection Plan. However, if the medical bill is partially settled, you can claim for the remaining amount or up to the policy limit as specified under your policy, whichever is lower.

Who decides when emergency evacuation is necessary?

This decision is made in consultation with the treating doctor, our medical advisor and medical emergency assistance provider.

When is emergency medical evacuation activated?

It is activated when the facilities of the overseas treatment centre are unable to treat you for your injuries / sickness / disease and your medical condition is deemed severe and requires to be evacuated to the nearest centre of excellence for treatment. In such case, we will pay the reasonable cost of transportation and en-route medical case and supplies necessarily incurred whilst overseas.
If I am sick and have to be hospitalised whilst overseas, will the policy reimburse the transportation or accommodation expenses incurred by my family member who visits me?

Yes, we will reimburse you the reasonable cost of a round trip economy class air ticket and necessary accommodation expenses incurred by one family member *. This is provided that you are hospitalised for at least five consecutive days and on the written advice of a qualified medical practitioner.

* “Family member” in this policy means the insured’s parents, brothers or sisters, husband or wife, child or parents-in-law.

If my family member is hospitalised or there is a death in my family, can I claim for my trip back to Singapore? What about my travelling expenses back to my school after the event?

Yes, you can claim for the reasonable cost of a round trip economy-class transport incurred for returning home or to the location of the family member 1 concerned. This is provided that the family member* concerned is either hospitalised for five or more consecutive days or in the event of his / her death.

* “Family member” in this policy means the insured’s parents, brothers or sisters, husband or wife, child or parents-in-law.

If I am hospitalised due to injury / sickness or there is a death of a family member that prevents me from continuing my studies overseas, will I be compensated for the school fees already paid to the institution?

Yes, you will be compensated provided that you are hospitalised for more than a month or the death occurs to one of your family member *. You will be compensated based on the non-refundable tuition fees which you have paid in advance to the institution only.

* “Family member” in this policy means the insured’s parents, brothers or sisters, husband or wife, child or parents-in-law.
Can I claim for my damaged baggage that has been repaired by the airlines?

No, the Overseas Study Protection Plan excludes loss or damaged item covered under any other insurance policies or which had be reimbursed by the carrier, hotel, tour operator, travel agency or others.

If I have misplaced my purchase receipts, can I still claim for loss of personal items?

Yes, you can still submit the claim for our review.

You should take note that in the absence of the original purchase receipts, it is more difficult for us to accurately assess their value. This may result in a further revision of the claim payout after adjusting for depreciation or wear and tear.

Print all queries

Your claim forms. 19/5

Download Overseas Study Protection Plan

Get in touch with us. 18/5

Speak to a customer service officer
Visit a claims servicing branch
Speak to a customer service officer at
+65 6788 6616