FAQs

A: To qualify for car insurance from Aviva, you must meet the following criteria:

• Be 21 to 70 years old
• Have made no more than 2 claims in the past 3 years
• Have no more than 12 demerit points or Driver Improvement Points System (DIPS) recorded on your driving licence;
• Have not modified your car or made any changes to the manufacturer’s standard specifications; and
• The car to be insured must not be more than10 years old.

A: Yes. You can purchase your insurance and make payment online. You can choose to receive your policy documents and certificate of insurance via email instantly.
Please ensure that you are using Internet Explorer 7 or Firefox 2, or a higher version, as your browser for quotation and purchase process

A: No. Aviva only sells car insurance exclusively online and direct.

A: No. We only offer cover for private cars that are used for domestic and non-commercial use which are registered in an individual name.

A: No, we only offer cover for private cars that are not altered or modified from the manufacturer's standard specification.

A: No, we do not offer insurance for any cars that have been modified from the manufacturer's standard specifications, including LTA approved modifications.

A: Modification to rims/tyres is acceptable only when within the manufacturer's defined and acceptable specifications. However please note that in case of any damage during an accident, we will only replace with a suitable part(s) in accordance with the manufacturer's standard specification.

A: . Accessories are parts of your car which are not directly related to how your car operates and will not impact your insurance coverage. This include upholstery, audio equipment, multi media equipment, communication equipment, personal computers, satellite navigation and radar detection systems, provided they are permanently fitted to the car and have no independent power source.

A:. Yes. We will offer cover for such cars as long as there are no other modifications made.

A: Previous driving convictions and demerit points (DIPS) may impact your annual premium. To find out your annual premium, get an immediate online quote detailing your current licence demerit points.

A: You can check theiryour demerit points via this link https://www.psi.gov.sg/NASApp/tmf/TMFServlet?app=SPF-PTD-EDDIES-II&reload=true

A: Yes

A: No. We do not provide discount for drivers with a Certificate of Merit. We would still however hope that you find our price and insurance coverage competitive and suitable to your insurance needs.

A: No. In order to obtain a quotation, you are required to enter a valid vehicle number into our system at the point of purchase. Please note that our quotation system does not accept engine and chassis number of the vehicle. You are advised to obtain your new car registration number from your car dealer before obtaining a quote from us.

A: Yes, provided your car has been approved by the Land Transport Authority (LTA) for use in Singapore and that it has not been modified from the manufacturer’s standard specification. Please also note that to obtain a quotation the vehicle’s make, model and type must appear in our vehicle database in the online quotation system.

A: Aviva Car insurance is underwritten by Aviva Ltd.

A: Yes. You can obtain an instant quote from our website. You can also save your quote which we will provide you with a 45-day price guarantee. Click here to get an instant quote.

Please ensure that you are using Internet Explorer 7 or Firefox 2, or a higher version, as your browser for the quotation and purchase process.

A: Our initial quote is designed as an indication of your final premium and if saved, will remain in our records for up to 1 year from the date of saving, but the price is subject to change. You can convert the initial quote to 45-day guarantee quote by completing the quotation process.

The 45-day guarantee quote will be considered invalid and premium is subject to change if the cover start date has lapsed or you have made a change on the online quote.

A: Our system will store up to a maximum of 5 quotes which can be saved, viewed and printed at any time. If you wish to process more than 5 quotes, please note that the original quotes will be overwritten by the most recent, as the system only has the capacity to save up to 5 quotes.

A: You are required to declare all claims and motoring accidents that you have had in the last 3 years that have either been your fault or where your previous insurer had reduced your NCD allowance.

You do not have to tell us about incidents where:

• there were no injuries to anyone and the other party was 100% liable or you were the victim of a hit and run accident or
• the loss or damage to your car was caused by vandalism, falling objects, natural disasters or theft or limited to windscreen or glass damage only.

A: Yes, provided you have a full and unrestricted driving licence that is endorsed by the Singapore Traffic Police for use in Singapore.

A: Kindly email your car registration number, make, model and type to personal_insurance@aviva.com.sg and we will contact you as soon as possible with our advice.

A: No, we do not provide quotes for cars that are greater than 10 years old.

A: Please visit our website and click Retrieve a quote. You will be asked to enter your email address and the postcode you used in the quotation process as a security measure before you can retrieve your quote.

If you encounter any login issue, please email our helpdesk at avivaonline_ITHelpdesk@aviva-asia.com. Please include if possible a screen copy of the reject message you received.

A: You can view a summary of cover and policy document on our website under "Car Insurance".

A: No. We only provide a fully Comprehensive Insurance Policy as we want to insure you and your vehicle as comprehensively as possible

A: Comprehensive insurance covers loss or damage to your car as a result of any accident, fire or theft (including windscreen damage), regardless of whom is at fault. You are also covered for any third-party damages that you may be liable for should you have an accident.

On the other hand, Third-Party Fire and Theft insurance only provides coverage for : (a) any third-party damages that you may be liable for should you have an accident; and (b) losses arising from fire or theft. It does not provide cover for loss or damage to your own car.

A: No, we do not offer insurance for any cars that have been modified from the manufacturer's standard specifications, including LTA approved modifications. For details on modification, please click here.

A: Yes. Aviva car insurance covers damages as a result of natural disasters such as flood, typhoon, hurricane, cyclone tornado, volcanic eruption, earthquake and fallen trees.

A: For all your car accident repairs, you can use any repairer you wish but we will not guarantee any repairs done if they are not an Aviva-approved workshop and your excess will be doubled.

You are advised to choose an Aviva-approved workshop as they only use genuine manufacturers parts and provide a full 12-month repair warranty.

To view the list of Aviva-approved workshops, please click here.

A: Yes. You may have your windscreen or any of the cars’ glass repaired or replaced at Aviva’s approved windscreen repairer with no excess to pay for repairs and a S$100 excess for replacement.

A: Market value will be the amount that your car would likely fetch if it is sold in its current (pre-fire, theft or accident) condition in the open market in Singapore. This value will include the applicable taxes and C.O.E. that were in place when the vehicle was new or first registered. However we will deduct any vehicle or tax value depreciation that applies from the date of registration.

A: Yes, within certain geographical boundaries. Please refer to the summary of cover and policy document available on our website under "Car Insurance".

A: The standard policy excess cannot be reduced. However, you can choose to increase the voluntary excess to lower the premium that you are going to pay.

A: Currently, the additional excess, in addition to standard policy excess, is as follows:-

• Drivers aged 25 or under: S$2,500 and/or
• Drivers holding a driving licence for less than 1 year: S$1,000.

A: Yes. We insure your car inclusive of its C.O.E. value, so your insurance is as comprehensive as possible.

A: Yes. We provide this benefit as an optional cover at attractive rates. For more details please refer to the summary of cover and policy document available on our website under "Car Insurance".

A: Yes. We provide this benefit as an optional cover including injury to you or any passengers in your car at attractive rates. For more details please refer to the summary of cover and policy document available on our website under  "Car Insurance".

A: Yes. We provide this benefit as an optional cover at attractive rates. For more details please refer to the summary of cover and policy document available on our website under "Car Insurance".

A: Yes. We provide this benefit as an optional cover at attractive rates. For more details please refer to the summary of cover and policy document available on our website under  "Car Insurance".

A: Yes. We provide this benefit as an optional cover at attractive rates. In the event of an accident, we will pay for the cost of replacement car up to 10 days.

A: Yes. You can use any repairer you wish. However, please note that if your repairer is not an Aviva-approved workshop, your excess will be doubled and our repair guarantee will not apply to the repair undertaken.

If you choose to use an Aviva-approved workshop for repair, you can be assured that only genuine manufacturers’ parts are used and it comes with a full 12-month repair warranty.

To view the list of Aviva-approved workshops, please click here.

A: Yes. You may have your damaged windscreen or any of the cars’ glass repaired or replaced. If the repair/replacement is carried out at Aviva’s approved windscreen repairer then there is NO excess to pay for REPAIR and a $100 excess for a replacement. If you choose not to use an Aviva’s approved repairer then a S$25 excess applies for repair and S$100 for replacement (subject to a maximum payment of S$600 minus excess).

A: Please call our 24-hour claims helpline 6333 2222 immediately for assistance and claims support. We will send a representative to the scene of the accident to assist you, take all necessary photographs and witness statements as applicable. We will also file your claim electronically to the GIMRAC data base.

It is a condition of the policy to notify Aviva Ltd. within 24 hours of an accident occurring.

A: If anyone is injured in the accident or the accident involves a government vehicle, government property, a cyclist or pedestrian or a foreign vehicle you will need to report the accident to the Police. All other accidents do not require reporting.

Please note that it is a condition of the policy to notify Aviva within 24 hours of an accident occurring

A: You should report the theft immediately to the Police so they can start to investigate the loss immediately. Please also report the loss to our 24-hour claims helpline 6333 2222.

A: If your car is less than a year old, we will replace your vehicle with an identical new model subject to availability. If your car is more than one year old, we will pay you the current market value. Your policy will have fully indemnified you and will no longer be in force and you will not receive any premium refund. You will need to take out a new policy for any replacement car.

A: Yes. You should always ring our Motor Accident Response Service (MARS) on 6333 2222 so that they can facilitate the signing of a legally binding private settlement form between you and the other party. This a free service to you and in no way affects your claims history or NCD entitlement.

A: You should still call our 24-hour claims helpline at +65 6333 2222. Our Claims Team Representative will advise you on the steps you need to take in respect of reporting the incident to the local Police etc. If your car is damaged or no longer safe to be driven, we will arrange through the Automobile Association to recover your car back to Singapore (at no cost to you) and deliver it to one of our approved repairers.

If you car is still safe to be driven, you can report the claim to us directly upon your return.

A: If you are involved in an accident with a foreign motorist, please call our 24-hour claims helpline at 6333 2222. You are also required to make a police report.

If you are not at fault in the accident, you can still claim on your own policy and we will recover all amounts paid from the foreign insurer. In such circumstances, we will not reduce your NCD.

A: A replacement car is only available if you have added the optional Loss of Use Cover when taking up your policy. Under this optional cover, we will provide a courtesy car for your use free of charge whilst yours is being repaired for up to a maximum of 10 days. If the duration of repair exceeds the 10-day limit, you can extend your hire of the car from our partner, Downtown Travel Services Pte Ltd, at preferential rates. The type of cars is subject to availability at the material time.

A: After reporting the accident to us at our 24-hour hotline at 6333 2222, you can bring your damaged car to any workshop to file the Third Party claim. Your chosen workshop will then do the necessary paperwork to lodge the Third Party claim.

A: With effect from 1 May 2011, all motor workshops are required to send a notification to the insurer (whom they wish to lodge a Third Party claim with) to request for a pre-repair survey. The insurer is required to send a surveyor to the workshop to assess the vehicle damage within 2 working days (excluding Sat, Sun and Public Holidays) from the time of notification.

A: Please advise your workshop to send their repair estimate to our claims representative Crawford & Company at the following:
Crawford & Company International Pte Ltd
Fax : 6224 8869
Email: jennifer.lim@crawford.com.sg

They will arrange for a surveyor to go to your chosen workshop to assess the damage within 2 working days from the time of notification.

A:"NCD" stands for "No Claims Discount". This is awarded annually by your insurance company if you have not made any claim on your existing car insurance policy. Please check your NCD entitlement with your existing insurer.

A: Please check your NCD entitlement in your renewal notice or with your existing insurer. If in doubt, please select 0%. We'll be validating the NCD and as such, if you are entitled to NCD, we will refund the difference to you. If the premium you have paid changes as a result of providing us with an incorrect NCD, we will contact you to advise you of additional payment required or refund for any excess amount paid by you.

A: No. We do not provide NCD Protection as an additional option for new policyholders. However, if you are currently enjoying 50% NCD and are still claim-free when your policy is due for renewal, we will reward you at that time an additional Safe Drivers Discount. If in your new insurance year you make a claim, we will not reduce your NCD at the next renewal of your policy. However, we will remove your Safe Driver Discount. If you have more than 1 claim in your new insurance period, we may however reduce your NCD entitlement.

A: If in your new insurance year where you are rewarded with the additional Safe Driver Discount and you make a fault claim we will not reduce your NCD at the next renewal of your policy, we will only remove your Safe Driver Discount. If you have more than 1 claim in your new insurance period we may however reduce your NCD entitlement.

A: Your NCD status will remain at 50% and we will continue to reward you with the Safe Driver Discount.

A: Yes. If you are currently earning 50% NCD and are still claim-free when your policy is due for renewal, we will reward you with a Safe Drivers Discount.

A: No, this is an exclusive discount given to you by Aviva in recognition of your loyalty and safe driving record.

A: No.

A: NCD is restricted to one nominated car only.

A: Please email your NCD letter from the previous insurer to personal_insurance@aviva.com.sg for our consideration.

A: No. NCD benefits are not transferable between different vehicle types.

A: No, unless the policy was taken out by you and registered in your name, you will not have accrued any NCD benefits.

A: We allow you to keep your NCD if there is a break of ownership for up to 12 months.

A: Aviva guarantees your NCD will not be affected if you are found to be not at fault. If you are found to be at fault, your NCD will be reduced by 10% for every claim made. Please note that this NCD reduction rate is only applicable for Aviva policies as the NCD reduction rate for other insurers may not be the same.

A: No.

A: No, if you are proven to be not at fault, we will not reduce your NCD.

A: You can pay your premium online using Credit Card (VISA/MASTER).

Yes. However, please note that all refunds will be credited back to the original payment mode.

A: No, you are required to settle the full premium online.

A: You will receive a confirmation page with your policy number once you have submitted your payment details.

A: During the quote and purchase process, you can choose to receive soft copies of your policy documents via email for a S$25 "Go Green" discount, or select to have a hard copies to be sent to you by post. You can also download your policy documents online, by going into the Manage my Policy section of our website.

A: Please go to "Car Insurance" and click Manage my Policy at the drop down panel. and login using your Aviva Login ID and password. You can choose to view and change your voluntary excess.

A: Please click on Manage my Policy and follow either "Forgotten ID" or "Forgotten Password" to reset your Login ID and Password. You will receive a new Aviva Login ID and Password via email. If you encounter any login issue, kindly email avivaonline_ITHelpdesk@aviva-asia.com.

A: Please complete the Changes to General Insurance form which can be downloaded directly from the "Customer Care" tab on the web site and email your request to personal_insurance@aviva.com.sg.

A: Please complete the Changes to Personal Particulars form which can be downloaded directly from the "Customer Care" tab on the web site and email your request to personal_insurance@aviva.com.sg. Kindly note that any change in personal particulars is for all policies and accounts held with Aviva Ltd.

A: We can provide a replacement certificate of insurance but not an additional certificate. If you have lost or misplaced your original certificate of insurance, please complete and email the Declaration form which can be downloaded directly from the "Customer Care" tab on the web site to personal_insurance@aviva.com.sg.

A: We are unable to insure cars modified from the manufacturer's standard specifications and your policy must be cancelled immediately. For more details on modifications, please click here. Forms required for policy cancellation are available here.

A: If your vehicle breaks down simply call our 24-hour helpline number 6333 2222 for assistance. We will send a representative to you who will, if possible, repair or restart your car at the roadside. If they cannot repair or restart your car they will arrange (free of charge) to tow your car to the nearest suitable repairer. You will however be responsible for the costs of any repair carried out by this repairer.

A: You can cancel your policy within 14 days from the date of purchase and we will refund your premium in full provided you have not made any claims.

All other cancellations will incur administrative charges and you will not receive a full refund of the premium that you have paid.

Refunds will be credited to the original payment mode wherever possible within 14 working days.

A: Please submit the Cancellation form which can be downloaded directly from the "Customer Care" tab on the web site and original Certificate of Insurance to our Customer Service Centre at 4 Shenton Way, #01-01 SGX Centre 2, Singapore 068807.

If you cannot find the original Certificate of Insurance, please complete and email the Cancellation form and Declaration form to personal_insurance@aviva.com.sg.

A: Your cancellation refund will usually be based on short-period rates. If your car has been declared a total loss, your policy will be cancelled without premium refund.

Please refer to the following table for illustration and note that any rider premiums are non-refundable.

Based on annual premium of $1200

	Premium retained	Short-period refund ($)
up to 14 days	0%	1200
15 days	10%	1080
1 month	20%	960
2 months	30%	840
3 months	40%	720
4 months	50%	600
5 months	60%	480
6 months	70%	360
7 months	75%	300
8 months	80%	240
9 months	85%	180
10 month	90%	120
11 months	95%	60
12 months	100%	0

 

A: You can visit the LTA web site to renew your vehicle road tax online at the following link : http://www.onemotoring.com.sg/publish/onemotoring/en/topwebwide/faqs/faqs.html. Alternatively you can visit any one of the LTA approved agents to renew your road tax. Please remember to take with you your Certificate of Insurance and requisite payment.

A: We welcome any feedback from you. Please email us at personal_insurance@aviva.com.sg.

If you are dissatisfied with our performance and you wish to make a complaint, you can write to:

Chief Executive Officer,
Aviva Ltd.,
4 Shenton Way,
#01-01 SGX Centre 2,
Singapore 068807

In the event if you are not satisfied with the outcome we provide, you may approach the Financial Industry Disputes Resolution Centre (FIDReC), an independent and impartial institution, to review your feedback.

A: We will send you your renewal notice via email and SMS 45 days prior to the expiry date.

A: Please either send details of your required changes to personal_insurance@aviva.com.sg or alternatively call us at 6827 9966. We will process the changes and advise you of any premium alteration. We will then send you a revised renewal notice detailing the premium required for the next insurance period.

A: Yes. However, you will need to contact us before the renewal due date. Please either send the details of your required changes to personal_insurance@aviva.com.sg or alternatively call us at 6827 9966. We will process the changes and advise you of any premium alteration. We will then send you a revised renewal notice detailing the premium required for the next insurance period.

A: You can click on the hyperlink in the renewal reminder email sent to you. This will take you directly to the renewal payment screen.

Alternatively you can log on to Manage my Policy to view and renew your policy.

A: You can either email us at personal_insurance@aviva.com.sg or if your renewal date is imminent please call us at 6827 9966.

A: You can reduce your renewal premium by adding a voluntary excess to your policy or restricting the number of insured drivers under the policy. You will need to contact us via email at personal_insurance@aviva.com.sg or alternatively call us at 6827 9966 for any changes to your policy.

A: No. In such circumstances you will have to buy a new policy.

A: If you have chosen to "Go Green" when buying your initial policy, we will send your documents via email exactly the same way as we did when you first purchased.

If you have elected for hard copy documents, these will be sent to you via post within the 5 working days.

A: The Policy Owners' Protection Scheme protects policy owners in the event a life or general insurer which is a PPF Scheme member fails.

The PPF Scheme provides 100% coverage for the types of general insurance policies covered under the Scheme. No caps are applicable for protection of your general insurance policies.

A: No. Coverage is automatic. Levies will be paid by the insurers.

A: All compulsory insurance policies under the Motor Vehicles (Third Party Risks and Compensation) Act and Work Injury Compensation Act and Singapore policies of specified lines issued by registered general insurers which are PPF Scheme members are covered. A Singapore policy insures risks arising in Singapore or where the insured is a Singapore resident or has a permanent establishment in Singapore.

The specified lines covered are:
- Personal motor insurance policies
- Personal travel insurance policies
- Personal property (contents) insurance policies
 

A: You can continue to file your claim with your general insurer, who will process your claim accordingly. Once the terms of payment under the claim are finalized, SDIC will pay the finalized claim amount by cheque. If your insurer is going to be wound up. The PPF Scheme will also provide coverage for your policy for a period of 30 days after the winding up order is made against the failed insurer. You should then seek alternative coverage from another insurer within these 30 days.

A: If your general insurer is going to be wound up, the PPF Scheme will provide coverage for your policy far a period of 30 days after the winding up order is made against the failed insurer. You should than seek alternative coverage from another insurer within these 30 days.

A: In the event a general insurer which is a PPF Scheme member fails and you have claim to make under an insured policy, you are entitled to the following compensation:

1. For a compulsory Insurance policy under the Motor Vehicles (third Party Risk and Compensation) Act and Work Injury Compensation Act, the full amount of any liability of the failed PPF Scheme member as provided for under the relevant legislation is payable.

2. For a Singapore policy of specified lines, the full amount of any liability of the failed PPF Scheme member to the insured policy owner under the terms of the insured policy is payable.

Policy owners will be compensated for claims incurred, up to 30 days after the winding up order is made against the failed insurer. No caps are applicable to general insurance policies.

A: ElderShield is a severe disability insurance scheme designed to provide basic financial protection against the costs associated with care and recovery following a severe disability. This coverage is offered to both Singaporeans and Permanent Residents.

ElderShield provides a monthly cash payout of $400 for a maximum of 72 months to help pay the out-of-pocket expenses for the care of the severely disabled person.

A: Any CPF member, including Singaporeans and Permanent Residents, are automatically covered by ElderShield at the age of 40. The enrollment process is automatic, with no application or medical assessment required.

Eligible residents below age 65, or anyone who has previously declined the coverage, can complete and return the Application form to make a new application for coverage. These new applications are subject to medical assessment.

A: ElderShield classifies a person as severely disabled when they are consistently unable to perform at least 3 out of 6 of the following tasks, even with special equipment or constant assistance.

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.

A: Pre-existing Disability means suffering from severe disability (defined as the inability to perform at least 3 of the 6 Activities of Daily Living) before your ElderShield Policy Commencement Date. For persons who are auto-covered, severe disability caused solely by accidents that occur during the 90-day opt-out period shall not be regarded as Pre-existing Disability.

As with any insurance plan, a person with Pre-existing Disability may not be eligible for insurance coverage. If you have Pre-existing Disability, please fill in the Health Declaration Form so that the premium will not be deducted from your Medisave Account.

A: Upon becoming severely disabled, and upon completion of the deferment period¹, you will receive a monthly cash payout of $400. These payments continue for up to 72 months, and can be used to help pay for suitable care either at home or at a hospital or other care centre. You can also receive the payment for subsequent severe disabilities, as long as the total payout term doesn't exceed 72 months.

¹ Refers to ninety days (90) after the Claim Date (Inclusive).

A: To make a claim, complete the claim form and have your disability condition evaluated by an Appointed Assessor. The assessor will complete the Assessor's Statement and return it to Aviva for processing. Once you are certified as disabled and the 90-day deferment period has passed, you will receive your insurance payout via cheque or direct credit into your bank account. A current copy of the Claim Form and a list of Appointed Assessors are available from our website.

¹ Refers to ninety days (90) after the Claim Date (Inclusive).

A: ElderShield payouts commence once the certification is complete and the 90-day ‘deferment period' has ended. The deferment period ensures that ElderShield funds are used to cover some of the long term nursing and care costs resulting from disabling illness or injury. Without this period, ElderShield insurers would have to cover costs for temporary or non-severe disabilities, driving up premium prices for all policy holders.

A: If your claim for severe disability insurance is successful, Aviva will reimburse the full cost of your assessment. If your claim is denied, you will be responsible for the cost of the assessment.

Appointed Assessors charge $25 per assessment. If you require an in-home visit from an Assessor, an additional fee of $75 will be required.

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

A: You can only use your own doctor if they are already on the Panel of Appointed Assessors. The purpose of having the panel of Appointed Assessors to conduct the assessments is to minimize inappropriate claims and ensure consistency in the claims assessment. You are always encouraged to bring any relevant medical records for your disability assessment.

¹ Refers to ninety days (90) after the Claim Date (Inclusive).

A: If you disagree with your assessment results, you can request to be assessed again by a specialist. As with the first assessment, Aviva will only reimburse assessment fees if your claim of disability is successful. These assessments cost $75 when conducted at the specialist's office or $150 if performed at your home.

If the specialist assesses you and determines you are still ineligible for disability coverage, you can submit an Appeal to the Ministry of Health's ElderShield Arbitration Panel. The panel may appoint a geriatrician or other qualified practitioner to conduct a reassessment. The decision of the Arbitration Panel shall be final and binding on both you and Aviva. As with the other assessments, Aviva will only reimburse assessment fees if your claim of disability is successful.

This is published for general information only and does not have regard to the specific investment objectives, financial situation and the particular needs of any specific person. You may wish to seek advice from a financial adviser before making a commitment to purchase the product. In the event that you choose not to seek advice from a financial adviser, you should consider whether the product in question is suitable for you. Buying a life insurance policy is a long-term commitment and an early termination of the policy usually involves high costs. This is not a contract of insurance. Full details of the standard terms and conditions of this plan can be found in the relevant policy contract. Information is correct at the time of publishing.

A: If you are a Singapore resident with a NRIC or FIN who owns or rents a property in Singapore and are over the age of 18, you can purchase Aviva Home Insurance.

 

A: No. Aviva only sells home insurance directly online.

 

A: Aviva Home insurance is underwritten by Aviva Ltd. The Aviva Home Emergency Assistance Helpline is managed by our partner Inter Partner Assistance Singapore Pte. Ltd. (IPA).

 

A: If you have knowingly underinsured your home contents, we can limit the amount payable to you in a claim. The Aviva Home Insurance policy has predetermined policy limits therefore if you choose too low a limit it may result in you not receiving sufficient payment for your loss. We highly recommend that you review the cover level purchased regularly, so that you ensure you are adequately insured.

 

A: No. We do not apply no claims discount to home insurance policies.

 

A: The policy will normally remain in force for 12 months from the date of commencement (unless you have purchased the option for 2 or 3 years which will be shown on your policy schedule) and for any period for which you subsequently renew the policy; as long as you have paid your premium. You should review the level of benefit that you have chosen on a regular basis to make sure that it is sufficient to cover your needs.

 

A: Please click here to view the Aviva Home Insurance Summary of Cover.

 

A: Cover included for all home policies includes:

• Loss or damage in the home by an extensive list of causes such as fire, flood, theft, earthquake and lightning, explosion, bursting or overflowing of water tanks or household apparatus, riot strike or civil commotion and vehicle impact to;
  • Home contents.
  • Any improvements or additions to your home (renovations).
• Your personal legal liability for any legal actions against you arising from accidental injury, death or loss to property that you are responsible for.
• Alternative accommodation costs if your home is damaged by any of the causes listed and as a result cannot be lived in.

Home and Home Plus policies also include cover for:

• Accidental breakage of fixed glass.
• Loss of personal money, credit and debit cards.

Home Plus policies also include cover for:

• Loss of personal papers such as ID cards, driving licence, title documents etc.
• Accidental death of a pedigree cat or dog.

A: Not under the standard policy package. However, if you purchase the additional Family Personal Accident Cover, we will cover you, your spouse or child for any accidental bodily injury occurring anywhere in the world.

 

A: The following additional options are available:

Replacement Locks
We will provide cover up to S$500 if the keys to the lock are accidentally lost or stolen for:

• External doors of the home, or
• Alarm systems or domestic safes fitted in the home

Food in Freezers
We will provide cover up to S$500 for loss or damage to food stored in a freezer in the home caused by:

• A rise or fall in temperature, or
• Contamination by freezing agents

Bicycles
We will provide cover up to S$300 for any loss or damage, covered under the policy, to any one bicycle you own.

Identity Theft
We will pay for expenses incurred by you, up to a maximum of S$2500, as the direct result of an identity fraud discovered during the time you are insured by us. We will also pay up to maximum of S$500 for any fraudulent transaction on your credit card.

Family Personal Accident Cover
We will cover you, your spouse or child for any accidental bodily injury occurring anywhere in the world.

 

 

A: You will be covered for items such as:

• Furniture
• Domestic appliances
• Crockery & utensils
• Clothing
• Linen(s)
• Audio & visual equipment*
• Cameras*
• Clothing
• Jewellery*
• PC & laptops*

* Subject to a single article limit of S$1,500 and no one claim for valuable items and personal belongings exceeding 15% of the total sum insured as shown on your policy schedule.

 

A: Yes. Once we confirm with you that we have collected your premium through our online payment gateway, you will have successfully purchased your policy. This should take a minute or two, and you will then be insured.

 

A: Yes, if any improvements or additions to your home that have been made by you or by any previous owner of the home including renovations to kitchens, fitted wardrobes, bathrooms, double glazing, air conditioners and wood or laminate flooring.

The maximum we will pay is the limit shown on your policy schedule.

 

A: No. We do not offer contents insurance for properties outside of Singapore. However, you may wish to click on the country icon on our home page to visit other Aviva sites around the world.

 

A: All household items including personal computers, utensils, furniture and furnishings, domestic appliances, audio and visual equipment, personal belongings and clothing are covered provided that:

• You own; or
• You are legally responsible for (but not landlord’s contents); or
• Belong to domestic employees who live with you.

This includes personal belongings of visitors to the home, up to the limit shown on your policy schedule.

 

A: Yes. The policy covers contents of your house, apartment or flat and any of its outbuildings (including garages) that are at the address shown on your policy schedule.

 

A: If you purchase the additional Replacement Locks cover we will provide cover up to S$500 if keys to the lock are accidentally lost or stolen for:

External doors of the home, alarm systems or domestic safes fitted in the home.

 

A: If you purchase the additional Food in Freezers cover, we will provide cover up to S$500 for loss of or damage to food stored in a freezer in the home, caused by: A rise or fall in temperature; or contamination by freezing agents.

We will not cover loss or damage caused by a deliberate act of the company (or its employees) supplying your power.

 

A: If you purchase the additional Identity Theft cover we will pay for expenses incurred by you, up to a maximum of S$2500, as the direct result of an identity fraud discovered during the period of the policy.

 

A: Yes we provide cover for damage or loss caused by falling trees or branches.

 

A: No. We cover for damage caused by water escaping from water tanks, pipes, equipment and fixed heating or cooling systems.

 

A: Yes, whilst they are in your home.

 

A: The Aviva Home Insurance policy only provides cover for household contents and renovations. The HDB fire insurance policy covers your building and therefore, they are not the same. We recommend that you should, at all times, maintain the HDB Fire Insurance policy or such similar coverage, and protect your home contents with an Aviva Home Policy.

 

A: Yes.

 

A: Yes. You are legally responsible for the contents of the fully furnished rented accommodation and therefore you can insure them.

 

A: Yes, but please be aware that certain risks such as malicious or deliberate damage by tenants are not covered under your policy.

 

A: No. Aviva Home Insurance policies only cover specific types of loss such as fire, theft, earthquake, flood, etc. Please refer to the policy document for the full list of loss types covered.

 

A: No. We will not cover items outside of the home.

 

A: Yes but your home must not be left unoccupied for more than 14 days.

 

A: Yes. You can insure the contents of another property you own or rent.

 

A: No. The cover offered is a package and must be purchased as such.

 

A: Yes, if you purchase the additional bicycle cover when you purchase your policy. We will provide cover up to S$300 for any loss or damage to any one bicycle you own.

 

A: Yes. Click here to get a quote. All it takes is 60 seconds or less for an immediate, no obligation quote.

 

A: For Singapore citizens and permanent residents, the NRIC number is on your Singapore Identity Card, for e.g. S1234567A. For foreigners, the FIN number is on the green card issued to you by the Immigration & Checkpoints Authority in Singapore.

 

A: The house, apartment or flat and its outbuildings (including garages), at the address (all used for domestic purposes only), that you would like to insure.

 

A: You do not need to. However, please note that certain valuable items have limits as to how much we will pay in the event of a claim. Please refer to the policy document for full details.

 

A: Stamp, coin or medal collections, pictures, other works of art, items of gold, silver or any other precious metal, jewellery, watches and furs.

 

A: No. However, your policy does have an upper limit of what may be claimed per item. Please refer to the policy document for full details.

 

A: There may be certain occasions relating to claims where you may be asked to verify value and ownership. We would advise you to keep receipts for larger items of valuables to assist us in dealing with your claims.

 

A: A dwelling type is a house, apartment or flat.

 

A: Yes. Our online payment process is fully secure. If you have any specific concerns, please call our Customer Services Department at 6827 9966.

 

A: Unfortunately, we are not able to offer the option of paying by monthly installments.

 

A: You will receive a confirmation page once you have submitted your payment details and a confirmation email will be sent to your email address.

 

A: Yes. If you wish to allow someone else to make the payment for you, they may enter their credit card details.

 

A: As part of the purchasing process, we will confirm that the transaction has been successfully completed and send a confirmation email to your designated address, with soft copies of your policy documentation.

 

A: We will send an email to your designated address that contains a soft copy of your Aviva Home Policy, policy summary, summary of cover and receipt of payment. You can decide whether to print or store these on your computer, it is your choice. You can also download additional copies of your policy documents online, by going into the "Manage my Policy" section of our website.

 

A: Yes at any time you wish by going into the "Manage my Policy" section of our website and printing whatever copies are required.

 

A: Please contact us at personal_insurance@aviva.com.sg.

 

A: Please verify your credit card or payment details. Also, it is recommended that you use Internet Explorer 7 or Firefox 2 as a minimum for the online purchase and payment process. If you still face problems, please call our Customer Services Department at 6827 9966.

 

A: To make a claim, please call 6322 2022 for our emergency assistance helpline or alternatively, go to "Manage my Policy" and login to access our online claims form.

 

A: Every renewal we reserve the right to review the terms, conditions and prices we offer you. If you have made any claims, this may affect what we offer you at that time.

 

A: Under the policy, we repair, replace or offer you money for the cost of replacing your damaged or lost items.

 

A: No. We will pay you the reasonable value of what your items are worth taking into account age, wear and tear and depreciation.

 

A: Yes. Certain sections of your policy will include deductibles or excesses. Please refer to the policy sections outlined in your policy document for clarification.

 

A: You may cancel your home policy online, by going to the "Manage my Policy" section of our website and logging into your account.

 

A: No. If you move to a new home, you can advise us of the change of address and we will then cover your household contents at that address from that date. We recommend that when you move, you should review your insurance cover and ensure that the plan you have covers the value of the contents and renovations of the new place adequately.

 

A: All Aviva home policies provide you with free access to the Aviva Home Emergency Assistance Helpline.

If you require assistance in an emergency, call our hotline at 6322 2022 which is open all day, all night, every day of the year. The person you speak to will be able to understand the nature of your emergency and what assistance you need.

Aviva Emergency Assistance Helpline will offer details of specialists and will also detail their costs, which would have to be paid by you, who can help you with the following common household problems:

Locksmith Referral Assistance - If you are locked out of your home.

Plumbing Referral Assistance - If your homes’ plumbing is clogged or a leak has sprung.

Electrical Assistance - If you have an electric power failure or short circuit in your home.

Air-Conditioner Engineer Assistance - If you have a problem with the air-conditioner in your home.

Pest Control Assistance - If you require assistance for pest control or pest control prevention for your home.

Home Cleaning Assistance - If you require assistance for cleaning of carpet, sofa, window, wall tiles or floor tiles in your home.

Television Repair Assistance - If your television set stops working or develops a fault.

Freezer and Refrigerator – If your freezer or refrigerator stops working or develops a fault.

Washing Machine Repair Assistance - If your washing machine stops working or develops a fault.

Home Nursing Care Assistance - If you need nursing care at home.

Neither Aviva nor IPA are responsible or liable for the action or advice given by the service providers. The service providers are not agents of either Aviva or IPA.

You will have to pay directly to the service provider for any services they render.

 

A: No. Your policy will remain in force.

 

A: Yes. Online renewal is a simple process. We will remind you ahead of time and guide you through each step.

 

A: You need to inform us of any changes that could impact your cover. For example, you should immediately inform us of any claim, change of names or change of address.

 

A: If you want to access your policy online, simply go to "Manage my Policy" and enter your Aviva Login ID and password. From here you can choose to view, edit, make a claim on or cancel your policies.

 

A: Your first point of contact should always be our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.

We will acknowledge receipt of your feedback within 3 working days whilst we look into the matter you raised. We will contact you for further information if required within 7 working days and provide you with a full reply within 14 working days.

If the outcome of your complaint is not handled to your satisfaction, you can write to:

Chief Executive Officer
Aviva Ltd.
4 Shenton Way,
#01-01 SGX Centre 2,
Singapore 068807

We will respond to your appeal within 3 working days of receiving your communication.

If you are still dissatisfied with the CEO’s response, we will refer you to an independent dispute resolution organization; the Financial Industry Disputes Resolution Centre Ltd (FIDReC).

FIDReC’s contact details are:
Financial Industry Disputes Resolution Centre Ltd.
112 Robinson Road #13-03
HB Robinson
Singapore 068902
Telephone : 6327 8878
Fax : 6327 8488

Email : info@fidrec.com.sg

Website : www.fidrec.com.sg

Important - Please remember to quote your policy reference in your communication.

 

A: Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.

A: The Policy Owners' Protection Scheme protects policy owners in the event a life or general insurer which is a PPF Scheme member fails.

The PPF Scheme provides 100% coverage for the types of general insurance policies covered under the Scheme. No caps are applicable for protection of your general insurance policies.

A: No. Coverage is automatic. Levies will be paid by the insurers.

A: All compulsory insurance policies under the Motor Vehicles (Third Party Risks and Compensation) Act and Work Injury Compensation Act and Singapore policies of specified lines issued by registered general insurers which are PPF Scheme members are covered. A Singapore policy insures risks arising in Singapore or where the insured is a Singapore resident or has a permanent establishment in Singapore.

The specified lines covered are:
- Personal motor insurance policies
- Personal travel insurance policies
- Personal property (contents) insurance policies
 

A: You can continue to file your claim with your general insurer, who will process your claim accordingly. Once the terms of payment under the claim are finalized, SDIC will pay the finalized claim amount by cheque. If your insurer is going to be wound up. The PPF Scheme will also provide coverage for your policy for a period of 30 days after the winding up order is made against the failed insurer. You should then seek alternative coverage from another insurer within these 30 days.

A: If your general insurer is going to be wound up, the PPF Scheme will provide coverage for your policy far a period of 30 days after the winding up order is made against the failed insurer. You should than seek alternative coverage from another insurer within these 30 days.

A: In the event a general insurer which is a PPF Scheme member fails and you have claim to make under an insured policy, you are entitled to the following compensation:

1. For a compulsory Insurance policy under the Motor Vehicles (third Party Risk and Compensation) Act and Work Injury Compensation Act, the full amount of any liability of the failed PPF Scheme member as provided for under the relevant legislation is payable.

2. For a Singapore policy of specified lines, the full amount of any liability of the failed PPF Scheme member to the insured policy owner under the terms of the insured policy is payable.

Policy owners will be compensated for claims incurred, up to 30 days after the winding up order is made against the failed insurer. No caps are applicable to general insurance policies.

A: ElderShield Supplements expand the basic coverage of your ElderShield policy with additional coverage and benefits for an additional premium. This allows you to customise a policy that best meets your own personal coverage needs. MyCare which is Aviva's ElderShield Supplement lets you choose your:

Monthly Payout Benefit - choose your monthly payout (inclusive of ElderShield benefit): $600, $800, $1000, $1400, or $2000.

Benefit Duration - choose between a fixed 12 year duration or unlimited lifetime payout.

Payment Term - choose between paying until age 67 (next birthday, with a minimum term of 20 years) or ongoing.

These options, combined with the additional coverage provided, make MyCare the smart choice for anybody who wants to make sure their specific needs and wants are covered now and in the future.

A: If you're concerned that the basic protection offered by your ElderShield protection might not fully protect you in the event of a severe disability, MyCare offers additional benefits and peace of mind that can go a long way when facing the unexpected.

The care and recovery costs associated with a severe disability will only add to your worries and concerns. MyCare can pay up to $2000 a month (inclusive of the basic ElderShield payout) for a longer duration of time. The unlimited payout option means that as long as you are disabled, the payout under MyCare policy will continue. Combine the rising costs of care and the longer life spans of Singaporeans and you can see how important an ElderShield supplement can be.

A: To help ensure all Singaporeans receive the most basic level of protection from the costs associated with severe disability, you must first be an ElderShield policyholder before adding an ElderShield supplement. Your initial ElderShield plan can be with any insurer.

A: As with your regular ElderShield coverage, premiums are determined at the age of entry. Since these premiums do not increase with age, you can enjoy higher MyCare benefits at a lower premium.

A: No. As long as you have an in-force ElderShield policy, you can purchase MyCare.

A: To help ensure all Singaporeans receive the most basic level of protection from the costs associated with severe disability, you must first be an ElderShield policyholder before adding an ElderShield supplement. This means that if your basic ElderShield policy is terminated, your MyCare coverage will terminate as well.

A: Your MyCare policy will continue to provide severe disability benefits for life (or up to 144 months of benefit payout duration), even if your basic ElderShield benefits have been fully paid.

A: MyCare provides a monthly severe disability payout. Other benefits include:

• Lump sum benefit
• Rehabilitation benefit
• Dependant care benefit
• Death benefit

All benefits are payable in cash and is tax-free.

A: The monthly benefit is payable when the Life Assured is certified as severely disabled and unable to perform at least three of the 6 Activities of Daily Living. Once the 90-day deferment period is complete, benefit payout begins.

A: You can set the length of your severe disability benefit payout term to be either:

• Lifetime or
• Up to 12 years (144 months)

The benefit continues to be payable as long as your disability lasts, up to the chosen benefit payout duration.

A: The lump sum is payable when the Life Assured is certified as severely disabled and unable to perform at least 3 of the 6 Activities of Daily Living. This additional benefit is equal to 3 times the first monthly payout amount and is paid only once in the policy lifetime.

Once the 90-day deferment period is complete, both the lump sum and regular benefit payout begins.

A: The monthly rehabilitation benefit is payable when the Life Assured recovers from a severe disability but is still unable to perform 2 of the 6 Activities of Daily Living. This benefit is 50% of the last paid monthly Severe Disability Benefit.

A: The additional monthly Dependant Care benefit is payable when the Life Assured is receiving a severe disability or rehabilitation benefit and has a child under the age of 21. This additional benefit is $200 per month payable for up to 36 months.

Once the 90-day deferment period is complete, the benefit payout begins.

A: The death benefit is payable in the event of the death of the Life Assured while the Life Assured is receiving a severe disability or rehabilitation benefit. This benefit is 3 times the last paid monthly severe disability or rehabilitation benefit.

A: You can use your Medisave to pay for the premiums of MyCare, with a yearly (calendar year) limit of $600 per insured person. You can also use a Medisave account belonging to your spouse, parents, children, or grandchildren to pay for the premiums of MyCare. the premium payment mode can also be via cheque or GIRO direct payment. Any premiums in excess of $600 must be paid by cheque or GIRO.

A: You can set the length of your premium payment term to be either:

• up to age 66 (next birthday), subject to a minimum premium term of 20 years, or
• ongoing

• If you become severely disabled, your MyCare policy payouts begin after the deferment period and your subsequent premiums will be waived.
• If you recover from your severe disability, severe disability benefit payouts will stop and premium payments must resume if you have not fulfilled your minimum premium payment term.
• If you have finished paying all required premiums under the limited premium payment term option, no additional premium payment is necessary. You will still continue to enjoy lifetime coverage.

You may convert your policy into a paid-up policy with a reduced monthly benefit after a certain minimum number of years. This will ensure your policy would not lapse due to non-payment of premiums, provided you have sufficient value accumulated under your MyCare policy. The monthly benefit amount is dependent on your age and how long your policy has been in force.

In the event there are insufficient value accumulated, the policy will lapse and the cover will cease.

This is applicable to both limited premium payment term and lifetime premium term policies.

A: To make a claim, complete the Claim Form and have your condition assessed by an Appointed Assessor. They will complete the Assessor's Statement and return it (along with your Claim Form) to your basic ElderShield insurer for processing.

If Aviva is not your basic ElderShield insurer, your basic policy insurer will provide us the Claim Form, Assessor's Statement, and any other documents that are relevant to your claim. Alternatively, you can also inform Aviva regarding your claim, and we will assist you with processing the necessary.

You may receive your insurance payout either by cheque or direct credit into your bank account 90 days after the claim date and having been certified by an Appointed Assessor as severely disabled.

You only need to complete the Claim Form once, since the form and panel of Appointed Assessors are identical for both your basic ElderShield and MyCare Supplement.

A: No, you only need to complete a single claim form and assessment. As long as you meet all the claim eligibility requirements and policy contract terms, benefit payments will be made under both policies.

A: The assessor will complete the Assessor's Statement and return it along with the Claim Form to Aviva for processing. You should indicate, at the top of the Claim Form, that both policies are from Aviva. Documents such as medical records or a discharge summary only need to be submitted once, and the claims on both your policies will be processed together.

A current copy of the Claim Form and a list of Appointed Assessors are available from our website.

A: The assessor will complete the Assessor's Statement and return it along with the Claim form to your basic ElderShield insurer for processing. You should indicate, at the top of the Claim Form, that both policies are from different insurers. Documents such as medical records or a discharge summary only need to be submitted once. Your basic ElderShield insurer will work with your Supplement insurer to process the claims.

If you have a MyCare policy but your basic ElderShield is not insured by Aviva, you can facilitate the claim process by informing us in writing of your claim at:

	Shenton Way SGX Centre 2 #01-01
	Singapore 068807

A: MyCare payouts commence once the certification is complete and the 90 day ‘deferment period' has ended. The deferment period ensures that MyCare policy payouts are used to cover long term nursing and care costs resulting from disabling illness or injury. Without this period, ElderShield Supplement Insurers would have to cover costs for temporary or non-severe disabilities, driving up premium prices for all policy holders.

A: If your claim for severe disability insurance is successful, Aviva will reimburse the full cost of your assessment. If your claim is denied, you will be responsible for the cost of the assessment.

Appointed Assessors charge $25 per assessment. If you require an in-home visit from an assessor, an additional fee of $75 will be required.

A: You can only use your own doctor if they are already on Aviva's Panel of Appointed Assessors. The purpose of having the panel of Appointed Assessors to conduct the assessments is to minimize inappropriate claims and ensure consistency in the claims assessment. You are always encouraged to bring any relevant medical records to your disability assessment.

A: If you disagree with your assessment results, you can request to be assessed again by a specialist. As with the first assessment, Aviva will only reimburse assessment fees if your claim of disability is successful. These assessments cost $75 when conducted at the specialist's office or $150 if performed at your home.

If the specialist assesses you and determines you are still ineligible for disability coverage, you can submit an Appeal to the Ministry of Health's ElderShield Arbitration Panel. The panel may appoint a geriatrician or other qualified practitioner to conduct a reassessment. The decision of the Arbitration Panel shall be final and binding on both you and Aviva. As with the other assessments, Aviva will only reimburse assessment fees if your claim of disability is successful.

This is published for general information only and does not have regard to the specific investment objectives, financial situation and the particular needs of any specific person. You may wish to seek advice from a financial adviser before making a commitment to purchase the product. In the event that you choose not to seek advice from a financial adviser, you should consider whether the product in question is suitable for you. Buying a life insurance policy is a long-term commitment and an early termination of the policy usually involves high costs. This is not a contract of insurance. Full details of the standard terms and conditions of this plan can be found in the relevant policy contract. Information is correct at the time of publishing.

A: If you are insured under MyShield / MyShield Plus, the guide below shows how you can make a claim under your MyShield / MyShield Plus when you are hospitalised or need a day surgery.

• On the day of hospital admission / surgery, inform the hospital clinic of your intention to file a claim under MyShield.
• You will be asked to fill up a claim form at the hospital / clinic. The hospital / clinic will send your completed claims form and bill to Aviva for assessment within 2 weeks from your date of hospital’s discharge or surgery date.
• You may be informed by Aviva to furnish additional requirement (if any) as part of claims assessment. Upon advice by Aviva, please furnish us with required document / information soonest possible so as we can process your claim.

After we have completed the assessment of your claim, we will pay the claimable amount to the hospital / clinic. If you have made any payment to the hospital / clinic, relevant refund will be made by the hospital / clinic to you or your Medisave account (if applicable).

If you are covered under MyShield Plus, Aviva will automatically assess this benefit together with MyShield and pay the relevant claimable amount to you or hospital/ clinic, where applicable.

The MyShield and MyShield plus claim takes an average of 14 days to complete and Aviva may contact you or your hospital and/or clinic for more complete information.

You can contact us at our Health Inquiry Hotline at 6827 7788 for assistance in the event of a claim.

A: You can do so by returning to the hospital to activate a MyShield claim. You will be asked to complete a claim form which allows the hospital to send the claim form and bill to Aviva for claims assessment. Some hospitals may impose an admin fee for late submission. You should always file your MyShield claim upon admission to the hospital. This will ensure easier claims processing and help you avoid paying any admin fee charged by the hospital.

A: You must return to the hospital to activate a MyShield claim and support your claim by sending a copy of your company insurance or private insurer settlement letter to Aviva.

A: Simply mail your original pre or post-hospital treatment bills to Aviva for claims assessment. Upon receipt of the bills, Aviva will assess and pay any claimable amount to you by cheque.

A: If you are eligible for Aviva Letter of Guarantee (LOG) at participating hospitals, no upfront hospital payment or deposit is required. Otherwise, the hospital may request you to pay a deposit or full payment upon admission or discharge. Any amount payable under MyShield will be refunded by the hospital to you after Aviva has fully completed the claims assessment process.

A: Upon admission or on the day of surgery, the hospital staff will check whether you are eligible for LOG by verifying through the eLOG system. LOG allows the waiver of hospital deposit required by the hospital in the event of a hospitalisation or surgery at participating hospitals* if the claimant’s estimated medical bill is above the plan deductible.

* List of Participating Restructured Hospitals
- Singapore General Hospital (SGH)
- National University Hospital (NUH)
- Changi General Hospital (CGH)
- Tan Tock Seng Hospital (TTSH)
- Alexandra Hospital (AH)
- Khoo Teck Puat Hospital (KTPH)

* List of Participating Private Hospitals
- Parkway East Hospital
- Mount Elizabeth Hospital
- Gleneagles Hospital

Annual Deductible and / or Co-insurance would not be included in the LOG, unless you are also covered under MyShield Plus Option A and B. In the event that you are entitled to LOG, you have to bear the deductible or co-insurance portion when requested to do so by hospital.

Issuance of LOG does not constitute admission of claims liability. Aviva will further assess the claim upon receipt of the bill from the hospital. Should there be any amount paid by Aviva to the hospital pursuant to the LOG issued to the hospital is not payable under the policy, you are required to fully indemnify and reimburse Aviva.

A: You would be eligible for LOG once the estimated bill size is above Deductible and reason for the hospitalization or surgery does not fall within the following list of pre-excluded conditions:

• (a) Pregnancy or childbirth
• (b) Self inflicted injury or suicidal attempt
• (c) Congenital or birth defect
• (d) Cosmetic surgery or treatment
• (e) Infertility, sterilization, impotence, sexual dysfunction, sex change operations
• (f) Treatment for weight reduction or weight improvement

A: The hospital staff can generate Aviva LOG instantly by logging into eLOG system.

A: LOG is available for hospital admission or day surgery when the estimated bill size is above deductible. Any outpatient treatment such as the benefits provided under Outpatient Cancer Treatment, Major Organ Transplant - Approved immunosuppressant drugs and Pre / Post hospitalization Treatment are not eligible for LOG.

A: If any medical report is required for claims purposes, Aviva will inform you in writing. Any costs associated with obtaining a medical report will be borne by you.

A: Navigator is licensed by the Monetary Authority of Singapore under the Securities and Futures Act (Cap. 289), to deal in securities and provide custodial services. The comprehensive service includes easy access to comprehensive fund choices, investment portfolio tracking, and consolidated reporting.

Navigator offers a group of investment plans made up of a wide array of unit trust. We partner many Financial Advisory Firms, who through their licensed representatives are able to advise you on these plans and help you in investment decisions relating to asset allocation, after taking into account your risk profile and return objectives. These plans are accessible via the Aviva Onlineportal.

A: Aviva Online helps to make investing simple and easy through:

• A wide variety of funds managed through different fund houses
• Unlimited switching to cater to the dynamics of investment climate
• Consolidated reporting of your investments in the different funds
• 24 X 7 on-line access to fund information and reports

A: Aviva Online does not by itself provide financial advice. You must work with your financial adviser to set up a Navigator Investment Account and to invest into any of the Navigator Investment Plans. A financial adviser, using Aviva Online, will assist with creating a financial plan that considers your financial needs and objectives. This assessment should include determining your investment time frames as well as your investment risk tolerance?

Once the assessment is complete, your financial adviser will use Navigator as a personal investment model, whereby a customised analysis that covers different possible scenarios and the possible 'what if' options and outcomes for each eventuality.

If you do not currently have a financial adviser, click here to locate one.

A: Aviva Online enables you, along with your financial adviser, to diversify your investment portfolio across a wide range of unit trusts offered by more than 10 leading local and international fund managers. Your adviser can assist you to choose investments that match the financial needs objectives and risk preferences dictated by your personal financial plan.

A: Yes. Once you have started investing with Navigator Investment Plans, you will receive a login ID and password that allows you to view your portfolio 24 hours a day, seven days a week via Aviva Online.

For more information please contact your financial adviser.

For further information please contact your financial adviser or Navigator Customer Services at 6827 7555 or service@navigator-asia.com.

A: All full-time SAF personnel (including full-time national servicemen) and Defense Executive Officers (DXO), Operational Ready National Servicemen (Reservists), Public Officers working in MINDEF, DSTA staffs deployed in SAF or MINDEF, their spouses and children are eligible to apply for the SAF insurance schemes.

For full-time SAF personnel (SAF regulars, Defense Executive Officers), Public Officers in MINDEF and DSTA staff in MINDEF, the entry age must not be above age 55.

For SAF Operational Ready National Servicemen (Reservists), the entry age is before 40 years old for non-officers and 50 years old for commissioned officers.

A: You must complete the application form and GIRO form, print, sign and return it to us using the Business Reply Slip provided.

If you are eligible to apply and are applying for your dependants, you will need to complete one application form for each insured person. Only one GIRO form is required per family. Your spouse and/or your child can apply with you.

A: For the purpose of applying for the insurance, we only require you to declare your health condition in the Health Questionnaire. For some, we may require you to undergo specific medical tests or checks. You may also submit a photocopy of your recent medical examination report with your application form. However, the check-up must be within 6 months from your submission date. If your medical report is inadequate or not relevant, our insurance underwriters will communicate with you through phone or mail.

A: No, you are not required to declare your health or undergo medical examination, if you choose not to opt out before age 65^*. Your insurance will be automatically extended up to age 70^*.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: Yes. Your children from 14 days old are eligible to take up SAF Group Term Life provided you are eligible to apply as the main insured person or have an existing SAF Group Term Life insurance. For your male child, the insurance covers up to age 20^* and for female child the insurance covers up to age 25^*.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: There are 4 group plans available. These are SAF Group insurance scheme (Group Term Life) with a maximum coverage of S$600,000, Supplementary Major Illness Insurance (Rider) with a maximum coverage of S$300,000, Group Personal Accident Insurance (Rider) with a maximum coverage of S$300,000 and Group Disability Income Insurance (Rider).

Yes. All the group plans provides 24 hours worldwide coverage regardless of geographical location.

A: SAF Group Term Life is a low cost, 2-in-1 group insurance plan, i.e. Term Life & Personal Accident Insurance. The insurance provides 24 hours worldwide coverage and covers Death, Total and Permanent Disablement (TPD) due to natural causes/diseases or accident, and Permanent Dismemberment arising from an accident.

In the event of death arising from SAF training, an additional special death benefit of 100% of the sum assured (up to S$100,000) will be payable in addition to the basic sum assured.

A: SAF Group Term Life will be automatically renewed up to 65^* years old. When you reach age 65, you have the option to continue your policy till age 70^* (for a maximum coverage of S$100,000).

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: For every S$100,000 sum assured, it would costs $12.80 per month for the main insured person and $10 per month for the dependant (i.e. spouse and children). The premiums are level, which means they do not increase with age till you reach 65^* years old.

Sum Assured	Monthly Premium Rate
	Employee	Dependant
$100,000	$12.80	$10.00
$150,000	$19.20	$15.00
$200,000	$25.60	$20.00
$250,000	$32.00	$25.00
$300,000	$38.40	$30.00
$350,000	$44.80	$35.00
$400,000	$51.20	$40.00
$450,000 $500,000 $550,000 $600,000	$57.60 $64.00 $70.40 $76.80	$45.00 $50.00 $55.00 $60.00

From age 66 onwards, if you have not opted out of SAF Group Term Life, it will be automatically extended up to age 70^* with maximum sum assured of S$100,000. Please note the different premiums for every subsequent policy year. For premium details, please read the product brochure.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: Yes, as long as there is legitimate relationship between you and your dependant(s) and you possess the official document(s) for verification.

A: Yes, if the relationship between you and your adopted/stepchildren is legitimate and can be substantiated legally.

A: Yes. Your spouse has the option to continue with the insurance coverage until age 65^*; however, he/she will have to pay the standard premium rate and not the dependant’s premium rate.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: First, any person (SAF members or their dependants) would have to sign up for the basic group term life plan (i.e. SAF Group Term Life), then he/she can sign up for any other group plans (i.e. Major Illness insurance, Personal Accident insurance or Disability Income insurance).

Dependants cannot sign up for the insurance, if the SAF member is not insured in the first place.

A: Yes he can, provided he has not been discharged from National Service liabilities (reservist liabilities).

A: The Supplementary Major Illnesses Insurance, sometimes also called Critical Illnesses Insurance, is a rider to SAF Group Term Life insurance. You would have to be insured with the basic group term life insurance first, and then take the rider cover. Or you can sign up for these two group plans concurrently. This rider pays when an insured person is diagnosed with any one of the 30 common major illnesses stated in our product brochure and the prognosis is consistent with the definition spelt out in the group policy contract which Aviva Ltd has with SAF/MINDEF. For more details, please read our product brochure.

A: The monthly premium is based on your age next birthday as at 1st October of each year.

Monthly Premium based on Age Next Birthday (ANB) as of 1 Oct each year ($S)
Coverage	50,000	100,000	150,000	200,000	250,000	300,000
Under 46	5.00	10.00	15.00	20.00	25.00	30.00
46	11.25	22.50	33.75	45.00	56.25	67.50
47	14.58	29.17	43.75	58.33	72.92	87.50
48	17.08	34.17	51.25	68.33	85.42	102.50
49	19.17	38.33	57.50	76.67	95.83	115.00
50	20.83	41.67	62.50	83.33	104.17	115.00
51	22.50	45.00	67.50	90.00	112.50	135.00
52	24.18	48.33	72.50	96.67	120.83	145.00
53	26.25	52.50	78.75	105.00	131.25	157.50
54	28.33	56.67	85.00	113.33	141.67	170.00
55	30.42	60.83	91.25	121.67	152.08	182.50
56	32.50	65.00	97.50	130.00	162.50	195.00
57	34.17	68.33	102.50	136.67	170.83	205.00
58	36.25	72.50	108.75	145.00	181.25	217.50
59	38.33	76.67	115.00	153.33	191.67	230.00
60	40.42	80.83	121.25	161.67	202.08	242.50
61	43.75	87.50	131.25	175.00	218.75	262.50
62	47.08	94.17	141.25	188.33	235.42	282.50
63	50.42	100.83	151.25	201.67	252.08	302.50
64	53.75	107.50	161.25	215.00	268.75	322.50
65	57.08	114.17	171.25	228.33	285.42	342.50

A: Yes, as an SAF Group Term Life policyholder, your dependants can apply for Supplementary Major Illnesses insurance if they:

• (i)   have an existing SAF Group Term Life; or
• (ii)  are applying for SAF Group Term Life with this rider.

A: Yes, you can sign up for the Group Personal Accident insurance if you are already insured with SAF Group Term Life. The Group Personal Accident insurance is a rider plan and it pays upon Death, Total & Permanent Dismemberment and Dismemberment arising strictly from accidental causes only. This Group Personal Accident does not cover overseas United Nations Peacekeeping Mission or Humanitarian Mission Overseas but the SAF Group Term Life insurance does.

A: Yes, you can sign up for the Group Disability Income insurance if you are employed and insured with the SAF Group Term Life. If you retire from the SAF and if you continued to be gainfully employed, this insurance is still valid, up to age 55. You should contact Aviva Ltd to update the change in your occupation and/or income, and we will advise you the procedure accordingly. Otherwise, in the event of a claim and your occupation or current monthly salary are found to have differed from what was declared to Aviva Ltd, there could be delay or complications in the claims process.

A: For claims, kindly contact us at our SAF Insurance Hotline 6827 8000 or write us an email at saf_insurance@aviva-asia.com and we will respond to you within 3 working days. You may also download the relevant claims forms here. If you are unsure of the procedure, please contact us and we will advise you.

A: In order for our Claims department to be able to assess the admissibility of a claim, it would depend on the completeness and timeliness of submission of all supporting medical documents. If all documents are in order, Aviva would be able to pay your claim within 10 working days; subject to the prevailing insurance laws and other relevant laws governing estates.

A: In the event of a Death Benefit, Aviva will pay the first $150,000 to the proper claimant. The balance of the Death Benefit will be paid according to the prevailing insurance laws and other relevant laws pertaining to estates of deceased. The Nomination of Beneficiary framework under the Insurance Act is not applicable for Group policy arrangement.

A: For Accidental Benefit, the claim must be Accidental Dismemberment in nature, which means Permanent Total Loss of Use or Loss by physical severance. Permanent means an irreversible injury. Total loss means an injury state medically certified as 100%. Both conditions must be diagnosed within 365 days from date of accident. Therefore, minor injuries such as torn ligament or fracture are not claimable.

A: SAF Group Term Life pays in the event of Death, Total Permanent Disablement or Accidental Dismemberment but not for hospitalization expenses. However, this insurance does pay daily hospital cash benefit, for continuous hospital confinement starting from the 11^th day of the hospitalization (up to a maximum of 30 days per hospital stay).

For every S$100,000 sum assured, a person will receive an additional S$20.00 daily hospital cash benefit. For example, a person (hospitalized for 20 days) with sum assured of S$100,000 will receive an additional S$200 cash benefit for period 11^th to 20^th day.

A: “Waiting Period” is the first 60 days from the date of policy inception or reinstatement. Aviva will not cover the insured is diagnosed for Critical Cancer, Coronary Artery By-Pass Surgery and Heart Attack during this period. However, if these conditions are caused solely and directly due to an accident, the sum assured is payable.

A: The survival period means that upon diagnosis of any one of the 30 major illnesses, the insured must survive for 30 days before a claim for the major illnesses insurance can be considered.

A: If you are diagnosed with one of the 30 major illnesses and the claim is admitted and paid by Aviva Ltd, your Group Term Life insurance and sum assured will remain unchanged. You may continue with your SAF Group Term Life policy at the prevailing monthly premium rate.

A: You may wish to visit our Customer Service Hall at 4 Shenton Way #01-01 SGX Centre 2 Singapore 068807 to pay your premium using cash/NETS/cheque before the last business day of the month.

A: We would advise that you make arrangements with your family members in Singapore to make payment. They may wish to visit our Customer Service Hall at 4 Shenton Way #01-01 SGX Centre 2 Singapore 068807 to pay the premium using cash/NETS/cheque before the last business day of the month.

A: Please complete a new DDA/GIRO form and mail back to Aviva Ltd. Do note that you should not terminate your existing GIRO bank account until your new GIRO bank account is approved.

If you have to terminate or had terminated your existing bank account, you will need to submit a new GIRO form with a cheque payment for 3 months’ premium. The cheque should be made payable to “Aviva Ltd” and write your NRIC, Full Name, contact number and “Payment for SAF Group Insurance” on the reverse side of the cheque.

However, if you are changing your GIRO bank account between POSB Bank and DBS Bank, you can simply do so at any of your existing bank branches and the change can be effected immediately. The newly activated GIRO bank will keep us informed of the change.

A: GIRO deduction is done on the 10^th of every month. If the deduction is unsuccessful, a 2^nd attempt on the 25^th of the same month will be done. If the deduction dates fall on a weekend or public holiday, the banks will bring it forward to the earliest working day.

A: The following options are available:

1. Your parents or siblings or relatives can pay by cash/NETS/cheque on your behalf before the end of the month.
2. Pay through DBS Internet Banking website and the bank account must be in your (i.e. insured’s) name.

Select “Payment Services” >“Bill Payment” > “AVIVA LTD – GRP LIFE & MEDICAL” and follow the instructions given. Under the Consumer Reference Number, please indicate “2000002”. After you have successfully transacted, please send us the banking transaction number and the amount paid via email to: saf_insurance@aviva-asia.com.

A: Premium collection to pay for coverage for the month is deducted on the same month. Monthly premium is paid via 2 methods:

1. GIRO deduction on 10^th of every month (first attempt) and 25^th of the same month (second attempt). If either of these dates falls on Sat, Sun or Public Holiday, our clearing bank (Standard Chartered) will bring forward to an earlier working day.
2. SAF Payroll Deduction on 10^th of every month (For Full-time SAF personnel only);

A: These are the current payment modes:

1. Monthly SAF payroll for fulltime uniformed personnel only (Regulars & Full-time National Servicemen). This is strictly for the first 3 or 4 months, while waiting for their DDA/GIRO to be approved.
2. Monthly GIRO (For all Regulars, NSF, Ops Ready National Servicemen and insured dependants).
3. Yearly by Cheque payment (For insured who do not wish use monthly GIRO payment method).

A:

1. Premiums for the Group Term Life insurance & Group Personal Accident insurance will remain unchanged up to age 65^*. When a person reaches age 65^*, he can opt to continue up to age 70^*; however, the premium is revised every year.
2. Premiums for the Supplementary Major Illnesses insurance are age related and revised each year on 1^st October.
3. Premiums for the Disability Income insurance are also age related and revised on 1st October each year. Coverage ceases at age 55^*.
4. Premium for the Group Personal Accident insurance is fixed all the way up to age 65^*.
5. 1^st October is the start of the policy year.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: In our group contract with SAF/MINDEF, there is no provision for the 14 days free look.

A: There is no annual renewal notice or renewal letter. The policy year starts on 1st October of the current year to 30 September of the following year. Renewal is automatic every year, all the way up to age 65^*. However, once a year you will receive a statement from Aviva Ltd on your insurance coverage and the premiums you had paid for the preceding year.

Insured persons who pay by cheque yearly will receive a billing notification, one month before the expiry of the policy year.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: To terminate any coverage, we would require the insured serviceman (main insured person) to write us a formal letter and a photocopy of his ID, before we can proceed with the request. Termination is done on the last business day of the month.

A: No. Renewal is automatic up to age 65^*. You will be issued with a simple insurance certificate when you first sign up. However, once a year at the close of every calendar year, Aviva Ltd will mail to all insured persons a statement on their insurance coverage and the premiums they had paid in the preceding calendar year. The information in the statement is also to facilitate your filing for income tax reporting.

^* The policy year commences on 1st Oct of the current year and ends on 30 Sep of the following year. If you attained the maximum insurable age, the coverage will only terminate at midnight on the last day (30th Sep) of that policy year.

A: For insured persons who pay cash at the Customer Service Hall, a receipt will be issued. No receipt is offered for those who paid by cheque.

A: Yes, the premiums can be used for income tax reporting, subject to the conditions set by the Inland Revenue Authority of Singapore (IRAS). Aviva will send a consolidated premium statement in the beginning of each calendar year to all insured members for premiums paid in the preceding calendar year, for tax reporting.

A: The cash refund is decided by MINDEF, on a yearly basis, in good years when lesser claims were paid out to all insured personnel who did not terminate their insurance.

A: To terminate, you will need to submit a hardcopy letter and make a photocopy of your ID for authentication. Please send it to: Aviva Ltd 4 Shenton Way #01-01 SGX Centre 2 Singapore 068807 (Attention: Group Life and Health Services). Alternatively, you can scan the documents and send via email to: saf_insurance@aviva-asia.com. Upon receipt, we will terminate it on the last day of the month.

A: Yes, visit Aviva Ltd 4 Shenton Way #01-01 SGX Centre 2 Singapore 068807 and our staff will be able to assist you. Our opening hours are: Mondays to Fridays from 8.45am - 5.30pm. We are closed on Saturdays, Sundays and Public Holidays.

A: We do not issue policy document to the individuals. We only issue a Group Policy Document (Contract) to MINDEF. The insured members of the group scheme are issued with a simplified insurance certificate. This certificate is only issued once. However, if you would like to request for a reprint of the Certificate of Insurance, we will be able to assist. Please contact us at 6827 8000 or send an email to saf_insurance@aviva-asia.com.

A: Please write to us with a copy of the Deed Poll via email to: saf_insurance@aviva-asia.com.

A: Please speak to our customer service executives at 6827 8000 or you can provide your NRIC, Name, Old Address and New Address via email to: saf_insurance@aviva-asia.com.

A: To reinstate the lapsed policy, you will need to complete and sign on a Reinstatement Form. Together with the Form, you will need to pay for the premiums in arrears plus an advance of 3 more months’ premium (by Cheque payment). Please submit a complete GIRO form, so that we can assist you to activate a new GIRO account for the purpose of monthly premium. However, if you have not changed or terminated your bank GIRO account, we can continue to deduct the premiums from your current GIRO account. However, reinstatement of your lapsed insurance is subject to your current medical condition(s) which must be acceptable to our underwriters and you will be informed officially in writing.

Alternatively, you can visit Aviva Ltd 4 Shenton Way #01-01 SGX Centre 2 Singapore 068807 and our staff will be able to assist you. Our opening hours are: Mondays to Fridays from 8.45am - 5.30pm. We are closed on Saturdays, Sundays and Public Holidays.

A: Pre-existing condition(s) if not declared when he/she first applied or subsequently apply to upgrade his/her coverage will not be honored in the event of a claim. Pre-existing condition(s) will be subjected to underwriting and you will be communicated in writing of such underwriting decisions.

A: Your coverage will commence within 5 working days upon receipt of an application if the health declaration is acceptable by the underwriters. However, if there is a medical issue and further medical evidence(s) is/are required, it would take longer, depending on when the applicant can furnish the evidence to support his application.

A: The Nomination of Beneficiaries framework is not applicable for group insurance scheme. The main policyholder, that is, SAF/MINDEF, had directed Aviva to pay according to the prevailing laws of Singapore. That is to say, in the event of a Death Claim, the law provides for Aviva to pay to the immediate next-of-kin (NOK) or proper claimant up to S$150,000. The payout of the balance of the insurance compensation has to be decided by a Court.

If the deceased had written a Will before his/her death, the family has to engage a lawyer to apply to the Court for a Probate, which may take up to 6 months.

If the deceased did not have a Will before his/her death, he/she would be considered to have died intestate. In such an event the family also has to engage a lawyer to apply to the Court for a Letter of Administration, which may take up to 3 years to resolve.

A: In order to qualify for travel insurance from Aviva, you must meet the following criteria:

• Your main home is in Singapore.
• You are not older than 70 years old before the start date of the trip.
• The journey is a round Trip, beginning and ending in Singapore, and is either:
  • A holiday outside Singapore; or
  • A business trip (clerical or administrative tasks only) outside Singapore.

 

A: No. Aviva only sells travel insurance directly online.

 

A: The maximum age for cover is 70 years old. We have no minimum age although some benefits are restricted for children. Please refer to your policy for more details.

 

A: Aviva Travel insurance is underwritten by Aviva Ltd.

 

A: No, provided that you are below 70 years old at the start of your trip.

 

A: If your trip includes pre-payment or deposit requirements, we recommend that you purchase cover when making these payments to protect yourself against trip cancellation charges.

 

A: Yes, your policy covers you for all non-restricted countries within your travel zone. We have three travel zones:

ASEAN which covers Brunei Darussalam, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand and Vietnam.

Or

Asia, Australia, New Zealand which covers ASEAN countries plus Hong Kong, Macau, People’s Republic of China, Taiwan (Republic of China), Nepal, Mongolia, South Korea, Japan, India, Sri Lanka, Maldives, Australia and New Zealand.

Or

Worldwide, which covers all non-restricted countries.

 

A: ASEAN covers Brunei Darussalam, Cambodia, Indonesia, Laos, Malaysia, Myanmar, Philippines, Singapore, Thailand and Vietnam.

Or

Asia, Australia, New Zealand covers ASEAN countries plus Hong Kong, Macau, People’s Republic of China, Taiwan (Republic of China), Nepal, Mongolia, South Korea, Japan, India, Sri Lanka, Maldives, Australia and New Zealand.

Or

Worldwide, covers all non-restricted countries.

 

A: Yes. We strongly advise you to take additional cover that is over and above any existing life or personal accident cover. These types of cover are usually limited and may not adequately cover your risk while travelling overseas.

 

A: Please click here for more information on Aviva Travel Insurance.

 

A: The difference is in the maximum amounts payable per person per trip in the event of a claim. Please click here to view the Summary of Cover and compare the amounts payable for each of the policy features, to help you choose the one that is right for you.

 

A: The maximum cover length for any single trip is 182 days. However, if you have an annual policy, we can cover you for multiple trips up to 90 days per trip. An annual policy will remain in force for 12 months from the time and date that the policy payment was made.

 

A: The difference between Individual and Family Package is:

Individual is if your are travelling alone and only want travel cover for yourself

Family Package is if you are travelling with your partner, spouse, travelling companion, or children.

 

A: Cover for single trip policies last for the duration of your trip as shown on your policy schedule. In addition, you will also be covered while travelling to your Singapore departure point and returning from your Singapore arrival point, so long as each journey does not take more than 3 hours.

 

A: Yes. Children under 18 years of age or those up to the age of 23 who are studying full-time in a recognised institute of higher learning and are not married, will be covered but only when they are travelling with, dependent upon and directly related to, an adult that is named on your policy schedule.

 

A: Yes. Under a family cover, 1 companion is covered.

 

A: Yes. Trip Cancellation covers loss of irredeemable travel and accommodation expenses paid in advance prior to departure from Singapore due to:

• death or serious injury/sickness of insured or immediate family member,
• unexpected outbreak riot,
• serious damage to insured residence from fire or natural disaster,
• being called for jury service or as a witness in a court of law, or
• carrier or travel agency insolvency.

Please refer to your Policy Document for more information.

 

A: Yes, you are covered if hospitalised for the remaining part of your overseas trip.

 

A: Yes, if the international ship, aircraft or train that you are booked to travel on is delayed in leaving Singapore at its scheduled time of departure on your outward journey or on the final part of your return journey to Singapore.

 

A: Yes, if your baggage is delayed, misdirected or temporarily misplaced at your scheduled destination or upon your return to Singapore, on a scheduled carrier. To claim under this section, you must get written confirmation from the carrier of the number of hours you were without your baggage.

 

A: Yes. We will cover you for loss, theft or accidental damage to your personal belongings or baggage during your trip.

 

A: Yes. We will cover you for the extra accommodation and travel costs you have to pay to reach your destination if you arrive at the final point of international departure too late to board the ship, aircraft or train in which you are booked to travel on your outward journey from Singapore or on the final part of your return journey to Singapore, as a direct result of:

• Failure of scheduled public transport services;
• Delay to a connecting scheduled flight; or
• Accidental damage to, or breakdown of, the vehicle in which you are travelling.

 

A: Yes if you want to purchase the 'Travel Plus' policy, we will cover you for theft of your jewellery, valuables and personal money up to the limits specified in your policy, during your trip. There is no cover for jewellery, valuables or personal money if you want to purchase the ‘Travel Lite’ policy.

 

A: We will cover you for loss or theft of your passport and other travel documents while you are abroad.

We will pay reasonable extra travel, accommodation and communication expenses incurred if you have to get temporary travel documents. We will also cover the cost of any temporary replacement passport and other documents required for your trip.

Contact our Emergency Travel Assistance Helpline at +65 6322 2022 and we will advise you on how to replace lost or stolen passports and other travel documents.

 

A: Personal belonging refers to luggage, clothing, jewellery, watches, furs, binoculars, sports, musical and photographic equipment and other items which you normally wear or carry with you.

 

A: We will cover all irretrievable costs and refund any applicable deposits up to the limit shown in your policy in the event of your approved agent, IATA airline or tour operator becoming insolvent.

 

A: Yes. We recommend you take your policy document and schedule on holiday with you so that you can refer to it if necessary.

 

A: Aviva currently has two policy types, individual or family. A family policy will cover two designated adults and any number of children, provided they are related to and dependent upon at least one of the travelling adults listed in the policy.

 

A: We will offer you cover that excludes costs or expenses related to any pre-existing medical conditions. This means we will not pay any claim directly or indirectly related to this medical condition. You will still have cover for any other unrelated conditions.

 

A: We will cover you within the stipulated policy limits for pregnancy or childbirth where the expected date of delivery is more than 12 weeks (16 weeks in the case of a multiple pregnancy) before your planned return date.

 

A: You are automatically covered for claims arising from your participation in the leisure activities listed below on a recreational basis.

Archery (under supervision)
Badminton
Beach cricket, football and volleyball
Body boarding†
Bowls
Canoeing, kayaking and rafting (grades 1 & 2 only)
Clay-pigeon shooting (under supervision)
Curling
Cycling (no Bicycle Motor Cross, mountain biking or racing)
Dinghy sailing*† (inland or coastal waters only and no racing)
Fell walking
Fencing (protective gear must be worn)
Fishing (no deep sea fishing)
Go karting† (crash helmet must be worn)
Golf
Hiking (up to 2000 metres altitude)
Hill walking (up to 2000 metres altitude)
Horse riding/hacking (no hunting, jumping or polo)
Hot air ballooning (passenger only and organised
through your tour operator)
Jet skiing†
Motorcycling up to 125cc† (see Important Information)
Parascending (over water)
Pony trekking
Racquetball
Rambling (up to 2000 metres altitude)
Roller blading or skating (protective gear must be worn)
Rounders
Rowing (inland waters only)
Safari (camera only and organised through your tour
operator)
Sail boarding†
Snorkeling
Squash
Surfing†
Swimming
Table tennis
Tennis
Trampolining
Trekking (up to 2000 metres altitude)
Tug of war
Water polo
Water skiing†
Wind surfing†
Yachting*† (inland or coastal waters only and no racing)

* Coastal waters are defined as within a 5-mile limit of the coastline for dinghy sailing and within a 12-mile limit for yachting
† No Personal Accident or Personal Liability cover

 

A: Yes, if the treating doctor and our medical emergency assistance provider agree that an air ambulance is necessary, you will be covered up to the limits shown in your policy.

 

A: This decision will be made by consultation between the treating doctor and our medical emergency assistance provider.

 

A: We will cover acts of terrorism, kidnap, hostage and mugging. For further details, please refer to your policy document.

 

A: On receiving payment, we will send you an email as confirmation, together with soft copies of your policy, policy schedule policy summary, summary of cover and your receipt for payment.

 

A: Yes, you can, although we would recommend that you take them as reference, if required. If you are travelling light, all you will need is your policy number that comes with your documentation. We also recommend that you have our helpline numbers with you at all times so you can reach us easily if the unexpected occurs.

 

A: Yes. Your policy will cover normal overseas travel for administrative or clerical business purposes.

 

A: Yes. In addition, we will also cover any unrecoverable costs if the remaining part of your trip needs to be cancelled in accordance with your policy limits.

 

A: You can only add children to an existing annual policy. Any other name changes will require a cancellation and re-issue of your policy.

 

A: Please call the Aviva Travel Assistance Helpline at +65 6322 2022 anytime day or night, all year round.

 

A: If you have lost important travel documents, please contact the Aviva Travel Assistance Helpline at +65 6322 2022 anytime day or night, all year round. Report the theft or loss to the police within 24 hours of discovering it, and ask them for a report in writing. If appropriate, report the theft or loss to your courier or hotel or apartment manager and ask them for a report in writing. These documents will be required for any subsequent claim.

 

A: Yes. It is important that you keep the original documentation and receipts for any items that you intend to make a claim for, as this will provide a more accurate assessment of their value.

 

A: You will need to inform us of any changes to the information completed when taking out travel insurance from us. This will include, but not be limited to: Your name and address, your travel partner details, details of your children, trip details including region to be visited and duration of trip, pre-existing or new medical conditions by you or any member of your insured, and any other additional information that might impact on your risk either before or while travelling.

 

A: Yes. Click here to get a quote. All it takes is 60 seconds or less for an immediate, no obligation quote.

 

A: For Singapore citizens and permanent residents, the NRIC number is on your Singapore Identity Card, for e.g. S1234567A. For foreigners, the FIN number is on the green card issued to you by the Immigration & Checkpoints Authority in Singapore.

 

A: Age at the date of travel.

 

A: You should indicate the full overseas travel period only as your insurance cover. This should include your dates of outbound and return travel. (Please note that crossing an international date line may require an additional day of cover from your date of departure back to Singapore.)

 

A: There are various reasons why we may not be able to provide you with an online quote. If you are not able to secure a quote, please follow the instructions on the screen or contact our Customer Services Department at 6827 9966 for assistance.

 

A: Your quote will no longer be valid and you will need to either go online and process a quote or modify your original quote. Please click here to go directly to the Quote page.

 

A: Yes. Our online payment process is fully secure. If you have any specific concerns, please call our Customer Services Department at 6827 9966.

 

A: Unfortunately, we are not able to offer the option of paying by monthly installments.

 

A: You will receive a confirmation page once you have submitted your payment details and a confirmation email will be sent to your email address.

 

A: Yes. If you wish to allow someone else to make the payment for you, they may enter their credit card details.

 

A: As part of the purchasing process, we will confirm that the transaction has been successfully completed and send a confirmation email to your designated address, with soft copies of your policy documentation.

 

A: We will send an email to your designated address that contains a soft copy of your Aviva Travel Policy, policy summary, summary of cover and receipt of payment. You can decide whether to print or store these on your computer, it is your choice. You can also download additional copies of your policy documents online, by going into the "Manage my Policy" section of our website.

 

A: Yes at any time you wish by going into the "Manage my Policy" section of our website and printing whatever copies are required.

 

A: Please contact us at personal_insurance@aviva.com.sg.

 

A: Please verify your credit card or debit card details. Also, it is recommended that you use Internet Explorer 7 or Firefox 2 as a minimum for the online purchase and payment process. If you still face problems, please call our Customer Services Department at 6827 9966.

 

A: Please call the Aviva Travel Assistance Helpline at 6322 2022 or +65 6322 2022 if calling from overseas.

 

A: Unfortunately, it is not possible to amend the start date. The existing policy would need to be cancelled and replaced with a new policy. Please note that you cannot cancel a short term travel policy once you have passed the designated start date.

 

A: Yes. Online renewal is a simple process. We will remind you ahead of time and guide you through each step.

 

A: You need to inform us of any changes that could impact your cover. For example, you should immediately inform us of any claim, change of names or change of address.

 

A: If you want to access your policy online, simply go to "Manage my Policy" and enter your Aviva Login ID and password. From here you can choose to view, edit, and claim or cancel your policies.

If you would like to cancel your policy, please contact our Customer Services Department at personal_insurance@aviva.com.sg for assistance. For car insurance, your policy can only be cancelled when you have returned to us your original Certificate of Insurance.

 

A: To make a claim, please download our online claims form found in our  "Make a Claim" and login to access our online claims form.

For Overseas Emergency Assistance, please call +65 6322 2022 

A: If you have a short term, or per trip policy, you may cancel it at any time before the designated outbound travel date for a full refund. If your designated outbound travel date has passed it is no longer possible to cancel a short term policy in whole or in part.

You can cancel your annual policy without penalty within 14 days from the day of purchase. If you wish to do so and you have not made a claim, you will be entitled to a full refund of the premium paid. If your policy has been in effect for more than 14 days, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered. This will be calculated on a short period basis for the period you have received cover. If you do not exercise your right to cancel your policy, it will continue in force and you will be required to pay the premium.

 

A: A single trip policy can only be cancelled in advance of the due start date. You will be entitled to a refund of the premium paid provided You have not travelled, and there has been no claim or incident likely to give rise to a claim.

If you do not cancel your policy, it will continue in force and you will be required to pay the premium.

You can cancel your annual policy without penalty within 14 days from the day of purchase. If you wish to do so and you have not made a claim, you will be entitled to a full refund of the premium paid. If your policy has been in effect for more than 14 days, you will be entitled to a refund of the premium paid, subject to a deduction for the time for which you have been covered. This will be calculated on a short period basis for the period you have received cover. If you do not exercise your right to cancel your policy, it will continue in force and you will be required to pay the premium.

 

A: Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg.

 

A: Your first point of contact should always be to our Customer Services Department. You can email us at personal_insurance@aviva.com.sg. We will acknowledge receipt of your feedback within 3 working days whilst we look into the matter you raised. We will contact you for further information if required within 7 working days and provide you with a full reply within 14 working days.

If the outcome of your complaint is not handled to your satisfaction, you can write to:

Chief Executive Officer
Aviva Ltd.
4 Shenton Way,
#01-01 SGX Centre 2,
Singapore 068807

We will respond to your appeal within 3 working days of receiving your communication.

If you are still dissatisfied with the CEO’s response, we will refer you to an independent dispute resolution organization; the Financial Industry Disputes Resolution Centre Ltd (FIDReC).

FIDReC’s contact details are:
Financial Industry Disputes Resolution Centre Ltd.
112 Robinson Road #13-03
HB Robinson
Singapore 068902
Telephone : 6327 8878
Fax : 6327 8488

Email : info@fidrec.com.sg

Website : www.fidrec.com.sg

Important - Please remember to quote your policy reference in your communication.

A: The Policy Owners' Protection Scheme protects policy owners in the event a life or general insurer which is a PPF Scheme member fails.

The PPF Scheme provides 100% coverage for the types of general insurance policies covered under the Scheme. No caps are applicable for protection of your general insurance policies.

A: No. Coverage is automatic. Levies will be paid by the insurers.

A: All compulsory insurance policies under the Motor Vehicles (Third Party Risks and Compensation) Act and Work Injury Compensation Act and Singapore policies of specified lines issued by registered general insurers which are PPF Scheme members are covered. A Singapore policy insures risks arising in Singapore or where the insured is a Singapore resident or has a permanent establishment in Singapore.

The specified lines covered are:
- Personal motor insurance policies
- Personal travel insurance policies
- Personal property (contents) insurance policies
 

A: You can continue to file your claim with your general insurer, who will process your claim accordingly. Once the terms of payment under the claim are finalized, SDIC will pay the finalized claim amount by cheque. If your insurer is going to be wound up. The PPF Scheme will also provide coverage for your policy for a period of 30 days after the winding up order is made against the failed insurer. You should then seek alternative coverage from another insurer within these 30 days.

A: If your general insurer is going to be wound up, the PPF Scheme will provide coverage for your policy far a period of 30 days after the winding up order is made against the failed insurer. You should than seek alternative coverage from another insurer within these 30 days.

A: In the event a general insurer which is a PPF Scheme member fails and you have claim to make under an insured policy, you are entitled to the following compensation:

1. For a compulsory Insurance policy under the Motor Vehicles (third Party Risk and Compensation) Act and Work Injury Compensation Act, the full amount of any liability of the failed PPF Scheme member as provided for under the relevant legislation is payable.

2. For a Singapore policy of specified lines, the full amount of any liability of the failed PPF Scheme member to the insured policy owner under the terms of the insured policy is payable.

Policy owners will be compensated for claims incurred, up to 30 days after the winding up order is made against the failed insurer. No caps are applicable to general insurance policies.

A: Customer Knowledge Assessment (CKA) is an assessment to ascertain a retail customer's financial knowledge and experience to understand the risks and features of unlisted Specified Investment Products (SIPs) prior to any purchases.

A: Specified Investment Products (SIPs) are financial products that may not be as widely understood by retail investors. This is because these products have structures, features and risks that may be more complex in nature. There are two categories, listed and unlisted.
Examples of the unlisted SIPs relevant to Navigator and Aviva are:
• Collective Investment Scheme (commonly known as "unit trusts")
• Investment Link Product ("ILP")

A: Customers who intend to purchase or trade unlisted SIPs are required to undergo CKA.

A: Customers are required to answer a simple questionnaire and provide factual information of themselves in the following areas:

• Educational qualification - Diploma or higher qualifications in one of the following fields:
Accountancy, Actuarial Science, Business / Business Admin, Capital Markets, Commerce, Economics, Finance, Financial Engineering, Financial Planning, Computational Finance, Insurance or possess any other professional finance-related qualifications.

• Work experience – A minimum of 3 continuous years of working experience* in the preceding 10 years involving the following fields:
- Development / Structuring / Management / Sale / Trading / Research / Analysis of Investment Products
- Provision of training on Investment Products, Accountancy, Actuarial Science, Treasury, Financial Risk Management and Legal work in related financial areas

* Provision of general support functions in the above mentioned areas that are administrative or clerical in nature will not be considered as relevant experience.

• Investment experience - At least 6 transactions in an Unlisted SIP in the preceding 3 years.

To qualify for the CKA, you only need to satisfy ONE (1) out of the above 3 criteria.

For more details, please refer to MAS publication - Regulatory Regime for Listed and Unlisted Investment Products.

A: Please contact your financial adviser who will be able to provide you with the necessary CKA form for completion and acknowledgement.
The CKA form will:
(1) Assess your educational qualification, work experience and investment experience and;
(2) Provide you with your CKA outcome.
 

A: The positive outcome of your CKA is valid for one (1) year from the date of assessment.
 

A: Please contact your financial adviser. They will be able to guide you through the steps required for you to purchase or trade unlisted SIPs.

Failing the CKA does not prevent you transacting in unlisted SIPs. You will, however, be required to seek advice from your financial adviser with the outcome of purchasing products that are suitable for your financial needs/risks.
 

A: We have updated the web portal to capture your CKA outcome when you approve transactions created by your financial adviser online.
During the online transaction, your adviser will be able to capture, and you will be able to acknowledge, the "CKA outcome" from the CKA form.
 

A: You may wish to refer to the following resources for more details.
 
MAS Press Release on CKA
MAS Quick Guide for Consumers
MAS Securities & Futures Act (Cap. 289)

A: You will receive a Lapse Letter from us.

A: You can reinstate your Policy by completing the Application for Reinstatement of Lapsed Policy Form and paying the outstanding premiums within the grace period stated in the Lapse Letter. You may send the completed form and cheque using the provided pre-paid postage reply envelope.

A: A lapsed Policy may be revived or reinstated to inforce status under certain conditions. You can reinstate the Policy by contacting us for a new quotation.

A: Billing Notices are sent for policies with payment method as Cash/Cheque regardless of the premium frequency. In addition, policies on quarterly, bi-annual and annual payment via interbank GIRO will also receive Notification Letters.

A: Billing Notices are sent 2 weeks before the premium due date.

A: A reminder Billing Notice is sent 2 weeks after the premium due date. This notice inform our customers that the premium is outstanding and that the policy may lapse if the premium is not received by the end of the grace period.

A: The grace period begins on the premium due date and lasts for 30 days. If no premium is paid, policies without cash value accumulated will lapse.

A: Currently, the Aviva Privilege Card offers exclusive discounts and benefits at selected National Healthcare Group for services such as:

• Health for Life Centres - health screenings
• Singapore Footcare Centre - podiatry services
• Care Management Centre Workshops - Basic care management skill workshops for caregivers
• NHG Pharmacy Outlets - homecare equipment and products
• Dietician counseling

The Aviva Privilege Card also entitles you to specially packaged physiotherapy sessions.
(For selected services only. Terms and conditions apply.)
Aviva is always adding new benefits to the Privilege Card. You can see a full list of privileges and benefits here.

A: All MyCare policyholders should automatically receive an Aviva Privilege Card. You should receive the card, along with all your policy documents, within 7 days of the approval of your MyCare application.

A: No. The Aviva Privilege Card is provided free of charge to all MyCare policyholders.

A: Yes. The Aviva Privilege Card, with all its benefits, is fully transferrable. Simply present the card prior to payment.

A: The Aviva Privilege Card has no expiry date. The privileges and benefits are ongoing, subject to periodic review. The full list of merchants and privileges will be updated here.

Aviva Ltd. reserves the right to amend, withdraw, all or some of the privilege programme without prior notice.

A: To replace your Aviva Privilege Card, you can:

• Call 6827 7788
• Email cs_life@aviva-asia.com.

There is an administrative replacement fee of $10.00 per card.

A: Yes. Please return your card to:

	Attn: New Business
	Aviva Ltd
	4 Shenton Way
	#01-01 SGX Centre 2
	Singapore 068807

There is an administrative replacement fee of $10.00 per card.

• The Aviva Privilege Card entitles the member to privileges and benefits outlined here.
• The Aviva Privilege Card must be presented on day of appointment and prior to payment.
• Privileges are not valid with any other promotional offers and/or discounts.
• All prices quoted are subject to prevailing GST.
• For physiotherapy sessions, prices quoted do not include the usage or purchase of certain exercise equipment as may be required of the therapy session. Referral from a General Practitioner (GP) is required before physiotherapy services can be rendered.
• The Aviva Privilege Card does not guarantee availability of service(s). Where applicable, appointments/reservations must be made in advance, quoting 'Aviva policyholder' when making appointments/reservations.
• The Aviva Privilege Card is the property of Aviva Ltd and shall be returned upon request.
• Replacement cards due to loss or damage is subject to an administrative fee of $10.00 per card.
• Aviva Ltd reserves the right to amend, withdraw or cancel a portion of or the entire privilege programme without prior notice. Terms and conditions may change without prior notice or liability or assigning any reason at Aviva Ltd's absolute discretion.

A: You can contact us for an APL redemption quotation and make a partial or full payment for your APL.

A: No, you may make a partial or full payment. However, it is advisable to redeem your APL and interest accumulated as soon as possible. Otherwise, the APL and interest accumulated will exhaust your Policy Cash Value.

A: Once the Policy Cash Value is exhausted by your APL and interest accumulated, the Policy will lapse and no longer be inforce.

A: Contact us for assistance with selecting the right riders for your policy.

A: Contact us for assistance getting a rider quotation.

A: You can apply for a Policy Loan by using our Contact Form to request a loan application.

A: The minimum Policy Loan amount is S$200. The maximum Policy Loan amount up to 90% of the Policy Cash Value, minus any indebtedness.

A: You can receive your policy monies in several different ways:

• For Cheque amounts below S$50,000, you can request a 2-hour cheque service by calling our Customer Service Hotline at 6827 9933. Call before 3pm to have your cheque ready in two hours, available for collection at our Customer Service Centre.
• You may also opt for a 1-hour cheque service by visiting our Customer Service Centre, personally before 3pm.
• Standard cheque requests are ready within 2 working days.
• With direct crediting requests, the loan amount is credited to your bank account within 3 working days.

A: Refer to your Policy Schedule for maturity date. You will also receive our notification letter one month before the maturity date, as well as a Payment Instruction Form to complete.

A: You will be notified 1 month before the maturity date when we mail the Payment Instruction Form to you for completion.

A: Contact us for a projected Maturity Quotation. However, this projected value assumes prevailing bonus rates remain unchanged does not reflect any outstanding loans or other indebtedness.

A: Once your policy acquires a Cash Value, you can surrender it at any time.

A: Contact us to determine your policy's Cash Value.

A: You will need to submit:

• Withdrawal/Surrender Form for Traditional Policy 
• Withdrawal/Surrender Form for Investment Linked Policies 
• Original Policy Document or Declaration Form if the Original Policy is lost
• Copy of the Life Assured or/and Assured's NRIC

A: For an investment linked policy or the investment linked portion of a policy, you can partially surrender these policies by completing the Withdrawal/Surrender Form for Investment Linked Policy. Mail these forms, along with a copy of the Life Assured's NRIC, to Aviva.

For a non-investment linked policy or the non-investment linked portion of a policy, you can only partially surrender the entire non-investment linked policy or the entire non-investment linked portion of a policy if your policy is a single premium plan, or a regular premium policy, unless otherwise specified in the policy contract.

A regular premium plan is one with a premium that is paid monthly, quarterly, half-yearly, or annually. You can partially surrender these policies by contacting us to request a Reduction in Sum Assured Quotation.

A: Upon receipt of all documents duly completed and signed, you will receive the Policy proceeds as shown:

If it is an Investment Linked Policy:

• For POSB or DBS accounts, we will send you payment through direct credit, cheque, or cash within 5 (*inclusive of unit dealing day) working days.
• For other accounts, we will send you payment within 6 (*inclusive of unit dealing day) working days.
• For CPF accounts, an additional working day is required.

* The unit deal day is the date we set the unit price for a Fund.

If it is not an Investment Linked Policy:

• For POSB or DBS accounts, we will send you payment through direct credit, cheque, or cash within 3 working days.
• For other accounts, we will send you payment within 4 working days.
• For CPF accounts, an additional working day is required.

A: You can make an Absolute Assignment by:

• Arranging for both the assignor and assignee to visit us personally, with their NRICs, at our Customer Service Centre. Legal capacity requirements must be met: all parties must be over 21 years of age, of sound mind, and cannot be an undischarged bankrupt.

You can make a Collateral Assignment by:

• Contacting us to request assistance.
• Contacting the bank or organization that will become the assignor of the policy for security or collateral. Some banks and other institutions have their own collateral assignment procedures.

A: Contact us for assistance with determining your Policy's paid up Value.

• Contact us for assistance with updating your personal information.
• Download a Request for Changes for Individual Life Policies Form and return it by mail or fax

A: The new framework will apply to a life policy or an accident and health policy which

• is issued by a registered insurer in Singapore
• governed by Singapore law
• provides death benefits
• is effected by the policy owner on his own life* (Please refer to question: "Can an employee under a Group Insurance policy make a nomination?")
• is not the subject of any trust created under Section 73 of the Conveyancing and Law of Property Act (Cap.61)
• is not an annuity purchased with the minimum sum scheme under the Section 15 (6C) of the - Central Provident Fund Act.

Note: The policyowner must be at least 18 years old at the time of making the nomination.

A: No. Group Insurance Policy covers a group of people under a master policy. Usually the employer will buy this type of policy for the benefit of its individual employee. Hence, the insurance company will issue the master policy to the company and the company is the policyowner.

For an employee, the benefits of the master policy go to him as a form of employee benefits but he does not own the policy. As the policyowner (i.e. the company) is not also the life assured, nomination is not allowed*. (Please refer to question: "To whom does the nomination of beneficiary(ies) framework apply?")

A: No. The SAF policy falls under a group policy**. (Please refer to question: "Can an employee under a Group Insurance policy make a nomination?")

A: No. As the ownership of the policy will vest with the surviving policyowner if the other policyowner passes away.

A: You may revoke the nominations only if all existing beneficiaries, who have attained the age of 21 to give their consent for the revocation. Thereafter, you can make a new nomination.

A: You must complete the prescribed nomination form and submit the original completed form to Aviva Ltd for registration. The forms can be downloaded here.

A: You need to take note of the following:

• For irrevocable nomination, only spouse and/or child of the policyowner can be the nominee.
• The witness(es) must have attained the age of 21 years old
• Ensure all fields in the nomination form are fully completed.
• The total for share of nominee must add up to 100%.
• Only original copies of the nomination form can be registered.
• Any amendment made must be countersign by you. Otherwise the nomination is invalid and we will not be bound to accept and register the nomination.
• You must read all instructions and notes stated in the nomination form before completing it with due care.

Note: Please refer to “Your Guide to the Nomination of Insurance Nominees 2009” for more information.