Updates from Aviva Singapore on novel coronavirus (COVID-19)
We're here for you!
Aviva remains committed to serving you throughout this period. Learn more about how you can continue to service your policy, make a claim, or purchase from us.
To ease your financial worries during this challenging period, Aviva offers premium relief measures including a 6-month premium deferment programme for eligible customers.
Know what you are covered for with Aviva policies in relation to COVID-19. Plus Hospital Cash Benefit and telemedicine for COVID-19 patients.
How Aviva is doing its part to support the communities amidst the global COVID-19 pandemic.
COVID-19 post-circuit breaker advisory
Our Customer Service Centre is reopening on 15 Jun 2020.
From 15 Jun 2020, our Customer Service Centre at SGX Centre 2 will reopen its doors for essential services. Visits are strictly by appointment only, from 9am to 12pm, Mondays to Fridays, excluding public holidays.
Aviva remains committed to serving you throughout this period. We will do our best to serve you over the phone and we encourage you to only visit our Customer Service Centre for services that cannot be conducted either through phone or through MyAviva and relevant online portals.
Please note that cashier services will not be available. Here are alternative ways to service your policy, make a claim, or purchase from us, without having to step out of your home.
Please call us at +65 6827 9933 to make an appointment for your visit. For Navigator-related services, please call +65 6827 7555 to book an appointment.
As part of our safe management measures, all visitors must follow these safety guidelines.
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 firstname.lastname@example.org for assistance.
· 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 email@example.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 firstname.lastname@example.org for assistance. For quicker response, please use the following email subject lines:
For MyShield/ MyHealthPlus, please use Individual Health Claim - [policy number]
For other products, please use Individual Life Claim - [policy number]
You can pay online from the comfort and safety of your home via:
· AXS m-Station (mobile app)
· Internet Banking (Click here to learn more about how you can make payment via Internet Banking.)
You can also apply for Interbank GIRO:
· For DBS/ POSB account holders, click here to apply via Internet Banking.
· For other bank account holders, please continue to send us a hard copy of signed and completed GIRO form via mail. Click here to download the applicable GIRO form.
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 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 email@example.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’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.
Coverage for novel coronavirus (COVID-19), subject to policy terms and conditions
You are covered for the costs associated with hospital stay, surgery and selected outpatient treatments due to COVID-19.
Any Singapore Citizens (SCs), Permanent Residents (PRs) and Long-term Pass Holders (LTPHs) who travel abroad under permitted travel arrangements and have onset of symptoms within 14 days of returning to Singapore are eligible for Government subsidies, and are able to claim from MediShield Life, MyShield and MyHealthPlus (for SCs and PRs), and Group Plans (for LTPHs) except any remaining co-payment.
However, any SC, PR and LTPH who leaves Singapore from 27 March 2020 onwards against the travel advisories from Singapore Ministry of Foreign Affairs (MFA) 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, and
• are not eligible to claim from MediShield Life, MyShield, and MyHealthPlus dfor COVID-19 treatments at both public and private hospitals.
Refer to the full announcement by MOH on the revised charging policy for COVID-19 treatment for travellers.
Refer to MFA Singapore to learn more about the latest permitted travel arrangements and travel advisories.
|• Death |
• Terminal Illness
• Total & Permanent Disability
Any plan that provides death, Terminal Illness and/or Total & Permanent Disability coverage.
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
Any Critical Illness plan/rider that provides Early, Intermediate or Severe Stage CI.
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
COVID-19 is not one of the infectious diseases covered. Any claims due to COVID-19 will not be eligible.
|• MyCare |
• MyCare Plus
• 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 |
|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|| |
With effect from 1 July 2020, you are covered for costs associated with tele-consultation and medicine prescribed by Aviva's approved tele-consultation providers.
Only selected plans with coverage for non-panel general practitioners, pre-approved by Aviva, will be covered for non-panel tele-consultation and medicine prescribed under non-panel benefits.
The above are subject to policy's per visit and/or annual limit and terms and conditions of the policy.
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.
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|
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.
Information is correct as at 14 September 2020 and is subject to change as the COVID-19 situation evolves.