Frequently Asked Questions (FAQs)

The answers supplied on this web page are for your information only. They are subject in all respects to the specific terms and conditions of the actual insurance policy.

Frequently Asked Questions – applicable to Accident & Health claims from individual ACE Singapore policyholders.

1. How do I obtain a copy of the Inpatient Discharge Summary and do I have to pay any fees to the hospital concerned?
   You can obtain a copy of the Inpatient Discharge Summary from the hospital concerned. Usually there is no cost to you.
   
   
2. Under what circumstances will you waive the requirement for a medical report which would require the payment of a fee on my part?
   We may accept a copy of the Inpatient Discharge Summary as an alternative to the medical report if the total amount of your claim entitlement is below $1,000. Please submit the Inpatient Discharge Summary, so that we can decide if the medical report requirement can be waived.
   
   
3. Will I be able to seek reimbursement from more than one insurer for a medical expenses claim?
   No, you can only seek reimbursement for incurred medical expenses from one insurer.
   
   
4. Can I request that a claim be paid to a third party other than myself who is the policyholder as well as the claimant?
   In general, we can only pay the claim in your name. However, we are happy to consider such requests on a case-by-case basis.
   
   
5. Is it compulsory to complete the claim form if I want to make a claim under the policy?
   Yes, you will need to complete the claim form, as this will help us verify the details of your claim.
   
   
6. In the event of a death claim, who is entitled to receive the insurance benefit under my policy?
   If the claim is admissible under the policy, we will pay the benefit sum to the estate of the deceased. If a Grant of Probate or Letter of Administration is available, we will pay the nominated person(s) as outlined in this document.
   
   
7. Can I opt to defer my medical treatment to a later date for personal reasons, and if I do, will I be penalized?
   If the deferment of medical treatment does not result in any deterioration in your existing medical condition and/or cause or lead to other medical conditions, we will not penalize your claim. Note though that your policy may contain provisions that stipulate the timeframe within which expenses must be incurred, and these provisions will continue to apply.
   
   
8. Can I submit my claim via email (with scanned copies of supporting documents) or via fax?
   Yes, we accept claim submissions via email or fax, provided your claim does not relate to reimbursement of medical or other expenses.
   
   
9. Will you still consider accepting my claim, even if I submit it after the 30-day deadline specified in your policy?
   We can still consider your claim if there are valid reasons for the late submission, provided that the delay has not prejudiced our assessment of the claim in any way.