Frequently Asked Questions (Raffles Shield)

Am I eligible to purchase Raffles Shield?

Singapore citizens or Singapore permanent residents, from as young as 12 weeks old are eligible to purchase any Raffles Shield plan. Foreigners residing in Singapore may purchase Raffles Shield Private plans only.

I am holding an employment pass or long-term visit pass. Am I eligible to purchase Raffles Shield?

Yes, you may purchase Raffles Shield.

Which Visa is eligible to apply for Raffles Shield?

You may apply for Raffles Shield if you have a valid employment Visa or a long-term visit pass.

Can I purchase more than one IP?

No, every person can only purchase 1 (one) IP to avoid overlapping coverage.

When does my Raffles Shield Coverage start?

Your Raffles Shield coverage starts after we have collected full premium from you and have provided you with the acceptance letter stating your policy start date.

Can I change my Raffles Shield plan after submitting my application to Raffles Health Insurance (RHI)?

Yes, please call the Raffles Shield hotline at + 65 6286 9988 or email us at shield@raffleshealthinsurance.com to inform us of the changes. We will accommodate these as far as possible. However, if your application has already been processed, you may be asked to withdraw and re-submit your application with a new Raffles Shield plan of your choice.

During the free-look period, can I withdraw my Rider but keep the main plan?

Unfortunately, cancellation of plan during free-look period applies to the entire policy. However, you may choose to cancel the current plan and re-submitting a new application without the rider.

Does the premium for Integrated Shield Plan include the premium for MediShield Life?

Yes, the premium you pay to Raffles Health Insurance covers both MediShield Life and the additional coverage administered by Raffles Health Insurance.

Can I pay my IP premium using my Medisave account?

Yes. Your MediShield Life and Integrated Shield Plan premiums are payable through your Medisave account, subject to the Additional Withdrawal Limits (AWL).

For more information on AWL, click here.

Premiums for Riders are not payable via Medisave.

What should I do if I do not have enough funds in my Medisave account?

You may top up your Medisave account via various methods suggested in the CPF portal.

What is the frequency of payment for Raffles Shield?

Payment for Raffles Shield premium is on an annual basis.

What are the different modes of payment?

For new business payment, we accept payment via debit/ credit card, cheque, internet banking and PayNow. 

For renewals, we accept payment via GIRO, cheque, internet banking and PayNow.

Please quote your Policy Number in your payment.

Will my premium increase in the following policy year based on the number of claims I have made in the current policy year?

No, your annual premium is not determined by the amount of claims you have made in the previous policy year. However, premium rates by age band or plan type are subject to regular revision taking into account the portfolio’s claim experience.

I have an existing Integrated Shield Plan with another insurer. What do I need to do in order to switch to Raffles Shield?

You may speak to our Raffles Health Advisor who will assist you with the process of assessing whether you should switch Integrated Shield Plans. Your existing Integrated Shield Plan will be automatically terminated upon commencement of Raffles Shield.

Will my existing coverage be terminated immediately after I submit an application for Raffles Shield?

No. Your existing IP remains in-force. It will only be terminated upon the commencement of your Raffles Shield policy.

How is the Central Provident Fund (CPF) Board notified of my change in IP provider?

Raffles Health Insurance will notify the CPF Board, which will then notify your existing IP provider to cancel your IP. There will not be any overlap or gaps in your IP coverage.

Will I get a pro-rated refund of my premium from my existing IP provider if I switch IP provider?

If you are switching to Raffles Shield, we would advise you to consult your existing IP provider for their refund policy.

If you are a Raffles Shield policyholder and would like to switch IP providers, we will refund your premium based on the number of unused days remaining in the policy year at the time of termination. This is on the condition that no claims have been made.

What are the chronic conditions that RHI can consider for enrolment into Raffles Care Management Programme?

We can, at our medical discretion, consider applicants diagnosed with the following chronic conditions:

• Diabetes
• Hypertension
• Hyperlipidemia

Our underwriting team will assess your application to determine the coverage that we may be able to extend to you under Raffles Shield. Please note that coverage for these conditions is not guaranteed.

I have pre-existing medical condition(s). Can I purchase an IP?

You may apply for Raffles Shield. Our underwriting team will access your application to determine the coverage that we may be able to extend to you under Raffles Shield, which may or may not include your pre-existing medical condition(s).

What is the Raffles Care Management Programme (RCMP)?

RCMP is a customized programme for individuals who are accepted into Raffles Shield with one or more of the following chronic conditions – diabetes, hypertension and hyperlipidemia. This programme is a partnership between you and RHI to help improve and manage your health by allowing a reduction in premiums as a reward for good management of your chronic condition(s). Under RCMP, you are required to submit medical records either from RMG clinics or polyclinics (which run the Chronic Disease Management Program (CDMP)) for RHI to review the continuous management of your chronic condition(s).

How do I submit my medical memo for Raffles Care Management Programme (RCMP) or Chronic Disease Management Programme (CDMP)?

Under RCMP, we are able to retrieve your medical memo directly from our electronic medical records system.

Under CDMP, you may email your medical memo to shield_uw@raffleshealthinsurance.com

Where are the Primary Care Network Clinics for Raffles Care Management Programme located?

For the list of clinics and their location, click here.

How do I update my personal particulars?

You may download the Change Request Form here and email it to shield@raffleshealthinsurance.com

How long is the free-look period for cancellation?

The free-look period is 28 calendar days from the issue date stated on your Welcome Letter. If you cancel your policy within the free-look period, we will refund in full the private insurance component of the premiums as long as no claims have been made.

How will I be notified when my policy is due for renewal?

Raffles Shield is a guaranteed renewable, plan subject to payment of premium. You will receive a renewal notice from us to inform you of the premium renewal date and payment arrangements.

How do I know if a Medisave deduction has been made?

You can find the premium deduction from your Medisave account in your yearly CPF statement or when you login to your CPF account.

How will I know when my policy has been renewed?

Upon payment of full premium, we will send a confirmation letter to inform you of your policy renewal.

When can I add or remove the Raffles Hospital Option?

This option can be added or removed at the start of the policy year or upon policy renewal. You will need to submit a health declaration form to us before we can approve the addition of the Raffles Hospital Option to your main plan. There will be a three-month waiting period before any claims can be paid.

When can I add or remove the High Deductible Option?

This option can be added or removed at the start of the policy year or upon policy renewal. You need not submit a health declaration form to us to add or remove the High Deductible Option the first time. However, a health declaration is required before you can remove the High Deductible Option from the second time onward. There will be a waiting period of three months after this option is removed before the lower deductible takes effect.

How do I request an LOG?

You may download the form here.

Complete the LOG form and attach supporting documents such as:

• Admission form stating medical diagnosis,
• Attending physician and procedure to be done (if any) and
• Financial counselling form with estimated total charges.

You may email the complete set of documents to shield_claims@raffleshealthinsurance.com or fax to Raffles Health Insurance at 6812 6615. We will process your application within 1 working day from receipt.

Which hospitals accept LOG issued by Raffles Health Insurance?

Currently, our LOG is accepted at all Government Restructured Hospitals (GRH) and Raffles Hospital.

Is a LOG needed before an elective surgery?

It is preferable to have a LOG before an elective surgery to ensure that your procedure is claimable.

Will my pre-admission deposit by waived if I have a LOG?

Your pre-admission deposit will be waived if you have a LOG. This applies to Government Restructured Hospitals (GRH) and Raffles Hospital. However, you may be required to put a pre-admission deposit if your estimated bill is above the LOG limit. For other hospitals, you may be required to put a pre-admission deposit.

Is my claim for overseas medical treatment valid?

You can only claim for overseas medical treatment due to an emergency. The fees will be benchmarked against medical treatments provided by Government Restructured Hospitals (GRH) in Singapore.

I was admitted due to an accident but I do not have a Letter of Guarantee, can I still submit my claim?

Your claim will be assessed to decide if it is payable. This is based on the conditions stated in your Policy Contract.

I have a Raffles Shield A with Raffles Hospital Option. Will my hospitalization bill from other private hospital be claimable?

Your hospitalization bill will be pro-rated. The pro-ration factors are started in the Benefit Schedule.

If I get hospitalized before my application for Raffles Shield is approved, do I have any medical coverage?

If you have an existing IP, you will remain covered by your existing IP provider until we receive full premiums for Raffles Shield. For Singapore Citizen or Singapore Permanent Resident without an existing IP, you would still be covered under MediShield Life. For foreigners without an existing IP, there will not be any medical coverage.

Is there any waiting period before I can make a claim?

Waiting period applies to certain conditions such as pregnancy complications, living donor organ transplant and congenital abnormalities. You may refer to the Benefit Schedule for more details.

How long does it take for my hospitalization claim to be reimbursed? What is the mode of reimbursement?

You will receive your reimbursement within 30 working days from the date that we have received complete documents. The mode of reimbursement is by cheque.

How do I file the claims for pre- and post- hospital treatment bill?

Please follow the procedure stated here.

Complete the claim form and attach supporting documents such as:

• Final and Itemised Invoice & Receipt
• Medical Report (if any)

And mail to:

Raffles Shield Claims Department
25 Tannery Lane
Singapore 347786

Upon receipt of the documents, Raffles Health Insurance will access the claims and pay out the claimable amount to you.

How do I submit a hospitalization claim?

On the day of your admission, inform the hospital of your intention to file a claim under Raffles Shield. The hospital will submit your claim to us through an electronic claim submission system. We will administer all payouts and inform you of the outcome of your claim. We will inform you if we require more information in order to assess the claim.