Updates from Aviva Singapore on novel coronavirus (COVID-19)

Overview

We're here for you!

Alternative ways you can continue to service your policy, make a claim, or purchase from us during the circuit breaker period.

Premium deferment

Eligible Aviva customers can apply for a 6-month deferment of premium if your income is affected by COVID-19

COVID-19 coverage

Know what you are covered for with Aviva policies in relation to COVID-19. Plus Hospital Cash Benefit and telemedicine for COVID-19 patients. 

Disability assessment services

Information on temporary suspension of disability assessment services for ElderShield and ElderShield Supplements during the circuit breaker period.

COVID-19 circuit breaker measures: All services remain available except closure of Customer Service Hall to walk-in customers

Insurance is an essential service and Aviva remains committed to serving you. All of our services remain available.

However, with increased social distancing in place, our Customer Service Hall will be temporarily closed to walk-in customers until further notice.

If you require any assistance, you may wish to call us. Alternatively, you can log in to MyAviva or your relevant online portal to access your policy details and update your contact information.

While we’re all safe distancing, we’d like to share some alternatives to service your policy, make a claim, or purchase from us, without having to step out of your home.

Service

Impact and alternatives

Policy servicing requests e.g. reinstatement, surrender, change in benefits, fund transactions, etc

·  For Life & Health insurance, you can complete and sign the appropriate request form, and email us a photo or scan of the form at cs_life@aviva-asia.com for assistance.
(Note: For Nomination of Beneficiary Forms as well as UK Trust and Assignment Form, due to current regulations, please continue to send us hardcopy signed forms via mail.)

·  You can continue to make changes to your policy online on MyAviva for Car, Home & Travel insurance.

·  You can continue to view and make changes to your MINDEF/MHA Group Insurance Scheme online on MINDEF-MHA Online. For Public Officers Group Insurance Scheme (POGIS), you can continue to view details on POGIS Online and email us at cs_life@aviva-asia.com to make changes.

·  For Navigator, you can continue to transact on MyAviva as long as the markets remain open and fund houses are still accepting trades.

Make a claim

·  For Life & Health insurance claims, please email us at claims_help@aviva-asia.com for assistance.

·  You can continue to submit claims online for Car, Home & Travel insurance.

·  You can continue to submit claims online for MINDEF/MHA Group Insurance Scheme and POGIS.

·  You can continue to submit claims via ClaimConnect or EBConnect for employee insurance.

Premium payment

You can pay online from the comfort and safety of your home via:

·  AXS e-station (online portal)

·  AXS m-station (mobile app)

·  Internet Banking for DBS/POSB account holders

New policy applications /  account opening

·  For Life & Health insurance, during this period of time, your financial adviser representative can provide financial advisory services to you via video conferencing or telephone. They can also continue to submit policy applications via the online adviser platform, EzSub.

·  You can continue to purchase online via our website for Car, Home & Travel insurance.

·  You can continue to purchase or upgrade your MINDEF/MHA Group Insurance Scheme online via MINDEF-MHA Online. For POGIS, you can complete and sign the application form, and email us a photo or scanned copy of the form at cs_life@aviva-asia.com.

·  For Navigator, we’re able to process account opening forms via email from your financial advisory firm.

We appreciate your patience and understanding as we weather this storm together.

Aviva COVID-19 Premium Deferment Programme

As part of the COVID-19 relief measure, eligible policyholders of Aviva can apply for a 6-month extension of the grace period if their premium due date falls between 1 Apr 2020 to 30 Sept 2020

Aviva’s coverage of novel coronavirus (COVID-19)

With the evolving situation of novel coronavirus (COVID-19), you may wish to know what you’re covered for with your Aviva policies, in relation to COVID-19. We’ve compiled a summary here. This list is not exhaustive. If you have further questions, please don’t hesitate to reach out to your financial adviser representative or contact us.

Claim type

Aviva’s plans

Coverage for novel coronavirus (COVID-19), subject to policy terms and conditions

•  Hospitalisation

•  MyShield
•  MyHealthPlus
•  Group Hospital and Surgical Insurance
•  Group Basic Medical Plan
•  Group Outpatient Medicare
•  Group PreferredCare Plus

 

 

 

You are covered for costs associated with hospital stay, surgery and selected outpatient treatment due to COVID-19.

You may also wish to note that the Government will pay for hospital bills incurred by COVID-19 patients in public hospitals.

However, do note that any Singapore resident or Long Term Pass Holder who leaves Singapore from 27 March 2020 onwards and have onset of symptoms within 14 days of returning to Singapore:
•  Will be charged at unsubsidised rates for their inpatient stay at public hospitals, if they are admitted for suspected COVID-19.
•  Cannot claim from MyShield, MyHealthPlus and MediShield Life for these treatments at both public and private hospitals.
You can read MOH’s full announcement here

 

•  Death
•  Terminal Illness
•  Total & Permanent Disability

Any plan that provides death, Terminal Illness and/or Total & Permanent Disability coverage.

For example,
•  MyProtector series
•  MyWholeLifePlan
•  MyRetirement series
•  MyWealthPlan
•  MyEasySaver
•  MINDEF/MHA Group Term Life
•  Public Officers Group Insurance Scheme (POGIS)
and others

You are covered for death, Terminal Illness and/or Total & Permanent Disability due to COVID-19, provided the claim meets the stated benefit definitions and all other terms and conditions as contained in the relevant policy document.

If your policy provides an Accidental Death Benefit, death due to COVID-19 does not qualify as accidental death.

•  Critical Illness
•  Early/Intermediate Critical Illness

Any Critical Illness plan/rider that provides Early, Intermediate or Severe Stage CI.

For example,
•  My MultiPay Critical Illness Plan
•  My Early Critical Illness Plan
•  Early Critical Illness Cover
•  Critical Illness Advance Cover
•  MINDEF/MHA Living Care
•  Public Officers Group Insurance Scheme (POGIS) – Critical Illness rider
and others

You are covered if you’re diagnosed with COVID-19 and it results in a Critical Illness that’s covered by your policy, provided the claim meets the stated benefit definitions and all other terms and conditions as contained in the relevant policy document.

COVID-19 on its own is not one of the Critical Illnesses covered.

•  Accident Benefit

• MyAccidentGuard
• Aviva Personal Accident
• MINDEF/MHA Group Personal Accident
• Accident Reimbursement Cover
• Accidental Fracture Cover
• Weekly Income Cover
• Group Personal Accident

 

COVID-19 is not one of the infectious diseases covered. Any claims due to COVID-19 will not be eligible.

 

•  Disability

• MyCare
• MyCare Plus
• IdealIncome
• MINDEF/MHA Disability Income
• Group Disability Income

You are covered for disability due to illness (such as COVID-19), subject to the deferment/waiting period of your policy.

Hospital cash benefit and telemedicine coverage for COVID-19 patients 
To provide additional support amid the COVID-19 pandemic, Aviva will provide coverage for COVID-19 patients in Community Care Facilities (CCF) and Community Recovery Facilities (CRF) under qualified Aviva policies. Outpatient telemedicine claims will also be covered for eligible Aviva policyholders. Please refer to the table below for more details.
Claim type Aviva's plans Coverage
Hospital Cash Benefit • MyHealthPlus Option A
• MyHealthPlus Option C

You are eligible for Hospital Cash Benefit up to 14 days if you are a COVID-19 patient who is required to stay in CCF or CRF after your discharge from the hospital. This is in addition to the Hospital Cash Benefit you receive for your hospital stay due to COVID-19.

Note: MyHealthPlus Option A-II and C-II do not have Hospital Cash Benefit coverage.

• Employee benefit plans with inpatient benefit

You are eligible for Hospital Cash Benefit of S$100 per day up to 14 days if you are a COVID-19 patient who is required to stay in CCF or CRF after your discharge from the hospital.

Provided that the COVID-19 patient is the eligible person under the policy to enjoy the Hospital Cash Benefit.

Telemedicine • MyShield
• MyHealthPlus
You are fully covered for costs associated with tele-consultation and medicine prescribed by the specialist provided the consultation was within the duration set out in the pre- or post-hospitalisation benefit.
• MINDEF & MHA Group Insurance with Outpatient Medicare rider You are covered for costs associated with tele-consultation and medicine prescribed under the outpatient benefit for non-panel General Practitioners. Subject to policy's per visit and/or annual limit.
• Employee benefit plans with outpatient benefit You are covered for costs associated with tele-consultation and medicine prescribed if your outpatient benefit plan includes coverage for non-panel General Practitioners. Subject to policy's per visit and/or annual limit.

Documents required to claim for Hospital Cash Benefit: 

1) Hospital bill for the COVID-19 admission; and

2) Discharge memo or Quarantine Order and Revocation Order that indicated their stay at the CCF or CRF.

Note:

1) If you are admitted to a CCF or CRF without a prior hospital admission, you will not be eligible for Hospital Cash Benefit.

2) Hospital Cash Benefit is payable in addition to the Government fully covering the costs of treatment and isolation of Singapore Residents and Long-term Pass Holders in a CCF or CRF.

3) Both telemedicine claims and Hospital Cash Benefit are payable until the closure of the last CCF or CRF in Singapore.

4) The Hospital Cash Benefit will not be paid for patients who contravene the government travel advisories which can be found here.


Aviva travel insurance plans

The novel coronavirus outbreak (COVID-19) which started in Wuhan, the capital of Central China’s Hubei province, was first alerted to the World Health Organization (WHO) in late Dec 2019. On 20 Jan 2020, MOH also announced the screening of all inbound travellers from China (previously only Wuhan), and 14 days isolation for people with travel history to Wuhan. As the novel coronavirus outbreak has been widely reported in the media and public domain, we considered this as a known event from 20 Jan 2020 onwards. 

For travel policies purchased from 20 Jan 2020 onwards:

Please note that there will be no coverage for any loss related to COVID-19 for policies purchased from 20 Jan 2020 onwards as it is a known event. All other claims unrelated to this event will continue to be covered. Subject to our policy terms and conditions.

For travel policies purchased before 20 Jan 2020:

Please refer to the table below for the eligibility of travel insurance claim based on the travel advisory from Ministry of Foreign Affairs (MFA), Singapore.

Claim type For trips starting: Destinations
• Trip Cancellation

From 27 Jan 2020 China
From 23 Feb 2020 Daegu and Cheongdo in South Korea

From 3 Mar 2020

The rest of South Korea, Japan, Iran and Northern Italy
(Northern Italy refers to the eight administrative regions of Lombardy, Emilia-Romagna, Veneto, Piedmont, Liguria, FriuliVenezia-Giulia, Aosta Valley and Trentino-Alto Adige)
From 16 Mar 2020 The rest of the world

Note:

1.  You may submit your claims online if your trip is starting within the next 30 days for our claim officers to assess accordingly. Please ensure that you provide the necessary supporting documents from your airline/hotel providers/travel agent on the refund you are not able to obtain.

2.  If you are travelling against the travel advisory issued by MFA, Singapore (regardless of your nationality), you will not be covered under any section of the policy for the known circumstances, facts or risks at your planned destination even if the policy was purchased before 20 Jan 2020.

3.  If you have purchased an annual policy before 20 Jan 2020, please note that the claims will be assessed based on your trip booking date.

Please refer to your policy documents for the standard terms and conditions. 

COVID-19 circuit breaker: Temporary suspension of disability assessment services for ElderShield & ElderShield Supplements

In view of the COVID-19 circuit breaker measures announced by the Government, all disability assessment services for disability schemes administered by Aviva Ltd will be temporarily suspended for the duration of the circuit breaker period, currently from 7 Apr 2020 to 1 Jun 2020 (inclusive). 

If you have an appointment for a disability assessment scheduled during the circuit breaker period, your disability assessor will contact you to make alternative arrangements as appropriate. 

If you have been asked to go for a periodic disability review during the circuit breaker period in order to continue receiving your monthly payouts, please note that we will be deferring these reviews till after the circuit breaker measures are lifted. You will separately be informed of the revised deadline for your periodic disability review. In the meantime, we will continue to provide you with your monthly payouts.  

We seek your understanding that this suspension is to minimise exposure and reduce the risk of further local transmission of COVID-19, especially for vulnerable segments of the population. It will also allow healthcare professionals to focus on supporting COVID-19 related work and other emergencies.

You can also read this notice on MOH's website here, and on the Agency for Integrated Care (AIC)'s website here.

Information is correct as at 28 Apr 2020 and is subject to change as the COVID-19 situation evolves.