- Copy of your hospital bill will be accepted for Hospitalisation Benefit, Lifetime Hospital Benefit claim, stand-alone Hospital Cash Protector (HCP) claim, Premier Medicash claim, and Hospital Income Benefit Rider
- You can retrieve your statement on the CPF website under Latest healthcare payments and claims.
Submit the completed forms and supporting documents to us via email.
Attention to: Health Claim Services
Email: claims-submission@greateasternlife.com
Subject: New medical and hospitalisation claim
By walk-in or post
You can also visit us at our customer service centre, or send all forms and documents and supporting documents to us by post.
Attention to: Health Claim Services
The Great Eastern Life Assurance Company Limited
1 Pickering Street
Great Eastern Centre #01-01
Singapore 048659
You'll be notified by SMS once your claim has been approved.
To ensure that you receive these important updates, ensure your contact information is up to date in our system.
Claims processing duration
The following claims return rate table shows how long it takes for us to process Integrated Shield Plan (IP) claims with positive payouts. Note that the durations below do not apply to rider claims.
| Median claims processing duration (days) | 75 th percentile processing claims duration |
| 0 (same day) | 1 |
- Data period is from 1 to 31 Aug 2024.
- Median claims processing duration means that 50 out of 100 claims are processed by the insurer within the indicated number of days in the table.
- 75 th percentile claims processing duration means that 75 out of 100 claims are processed by the insurer within the indicated number of days in the table.
- Our information is published on a monthly basis, whereas MOH website publishes on a quarterly basis.
Payment process
For claims under GREAT SupremeHealth that are submitted via e-filing, the payment will be made directly to the hospital/ day surgery centre. The hospital/day surgery centre will finalise the bills and process the refund according to the patient.
For claims that are submitted via manually, the reimbursement is first made to the policyholder for any cash payment, followed by the reimbursement to the CPF MediSave Account, and then followed by the reimbursement to MediShield Life or MediSave-approved Integrated Shield Plan.
For cash payment, reimbursement will be via PayNow.Questions and Answers
What is an Integrated GREAT SupremeHealth Plan?GREAT SupremeHealth, which is an Integrated Shield Plan, consists of 2 parts:
a. MediShield Life (Basic component) which is compulsory and administered by CPF Board
b. An additional private insurance coverage portion provided by Great Eastern.
The final payout from the integrated GREAT SupremeHealth will comprise the MediShield Life payout and GREAT SupremeHealth’s additional insurance coverage payout.
How do I check if my GREAT SupremeHealth is an Integrated Shield Plan?If you are a Singapore citizen or permanent resident who has MediShield Life, and uses MediSave to pay for the GREAT SupremeHealth premium, you will be covered under the integrated GREAT SupremeHealth.
What is deductible and co-insurance?Expenses incurred are subject to deductible and co-insurance, where applicable.
Deductible is the initial amount the life assured needs to pay in period of insurance (policy year) before any payout from the GREAT SupremeHealth can be made.
Co-insurance is proportion of the claim the life assured needs to pay after the deduction of the deductible. It is expressed as a percentage of the total claimable amount.
Which benefits are not subjected to the deductible under GREAT SupremeHealth?Benefits listed below are not subject to deductible:
- Outpatient Kidney Dialysis Treatment
- Outpatient Cancer Treatment (Radiotherapy, Chemotherapy, Immunotherapy, Stereotactic Radiotherapy)
- Erythropoietin
- Immunosuppressant drugs prescribed for treatment of organ transplants
However, the co-insurance of 10% shall apply.
What is day surgery?Day surgery refers to the situation where a patient undergoes an operation in a hospital or a day surgery centre which is a MediShield Life-accredited medical institution, performed by a duly qualified medical doctor and involving local or general anaesthesia.
The surgical expenses include the fees and charges for anaesthetics and oxygen and their administration, and use of operating theatre and facilities. Surgery excludes Accidental Dental Treatment. A day surgery done in a clinic or polyclinic which is not participating in MediShield Life Scheme is not covered.
How do I know if I can utilise MediShield Life at a particular medical institution? What is Room & Board?Room & Board refers to accommodation in a hospital, including meals and general nursing, during confinement as a bed-paying patient. Deluxe rooms, luxury suites or other special rooms that cost more than a standard single room are excluded.
High Dependency Ward is not classified under ICU. It is recognised as within the standard Room & Board charges.
What is final expenses benefit?This is a waiver of deductible and co-insurance (D&C). This benefit will come into effect upon the insured person’s death during hospitalisation or after discharge from the hospital.
The D&C, which must be incurred during the same period of insurance in which death occurs, will be reimbursed up to the limits for the plan type insured, provided that death is a result of the cause of the hospitalisation. If the insured person’s death is a result of self-inflicted injuries, suicide or attempted suicide, whether sane or insane, the final expenses benefit will not be claimable.
What is a short-stay ward?A short-stay ward is a ward in an accident and emergency department of a restructured hospital for patients who need a short period of inpatient monitoring and treatment.
Does short-stay ward required to be e-filed for claims under GREAT SupremeHealth?Hospitals can only e-file the claim if confinement in the short-stay ward is more than 8 hours. If the confinement is less than 8 hours, you'll need to submit the claim manually with the Hospital Claim Form and original final bill.
If my claim was not e-filed under GREAT SupremeHealth upon discharge, what should I do?You'll need to go back to the hospital/day surgery centre to ask for e-filing to be done. Please note that some hospitals/day surgery centres will charge an administrative fee for such requests, which is to be borne by the policyholder.
I only intend to claim the balance from my GREAT SupremeHealth plan if I cannot claim the full amount from my employee benefits or from other insurers first. How should I inform the hospital?
You will have to present a third party Letter of Guarantee (LOG) to the hospital and request the hospital to bill the third party LOG as first payer, followed by GREAT SupremeHealth (second payer) during the financial counselling session with the hospital of how the bill may be covered by the third party LOG under employee benefits, an Integrated Shield plan, MediSave and government subsidies (where applicable).
A third party LOG is provided to you by the other insurer under your employer's Group Hospital & Surgical policy if you are eligible. You can check with your company's human resource on your eligibility.
If I had claimed my inpatient hospitalisation/day surgery bill against my employee benefits (Group Hospitalisation & Surgical) first but the bill was not reimbursed in full, can I still submit the claim under GREAT SupremeHealth?
Yes, you will need to bring the other insurer's claim settlement letter to the hospital/day surgery centre and request them to submit the claim electronically (e-file), inclusive of the claim settlement amount paid by Group Hospital & Surgical under GREAT SupremeHealth.
At the same time, you will need to notify claims department by submitting a copy of the Group Hospital & Surgical claim settlement letter to us.
Great Eastern only reimbursed part of the my hospital expenses. How should I proceed to claim the balance from my company insurer?
You will need to submit the original final hospital bill to your company insurer together with a copy of our settlement letter to claim the balance of the hospital bill not covered under the integrated plan.
I have used MediSave to pay for my medical bills, what additional documents do I need to submit?Submit a copy of the "MediSave payment and claims" statement together with your final medical bills. You can follow the steps outlined below to download your CPF MediSave Transaction statement.
a. Log in to my cpf Online Services with your Singpass.
b. Click on My Statement at the sidebar.
c. Scoll to Section B and select MediSave and Healthcare Insurance Claims and Reimbursement.
d. Select the relevant dates and click Proceed.
e. Click on the amount at MediSave Payment or MediShield Life/Integrated Shield Plan Payment to view the claim details.
If I have consulted the A&E department of a hospital due to an illness (acute or otherwise), will the claim be payable?
No. Our hospitalisation plans do not cover for outpatient treatment at the A&E department of a hospital due to an illness. Where applicable, you should claim from your employee benefits for outpatient treatment.
If I have been treated at an A&E department of a hospital due to accidental injuries, will the claim be payable?
Yes. Emergency outpatient treatment covers accidental injuries and is only applicable to hospitalisation plans that provide benefit for emergency outpatient treatment to bodily injuries due to an accident. Refer to the terms and conditions of your hospitalisation plan for eligibility.
Can I claim under my GREAT SupremeHealth if I am hospitalised overseas?If the medical or surgical treatment is medically necessary as a result of an emergency while overseas, GREAT SupremeHealth will reimburse the eligible expenses incurred up to the limits stated in the GREAT SupremeHealth Benefit Schedule, subjected to reasonable and customary charges in Singapore.
Emergency is contractually defined as a serious injury or illness or the onset of a serious medical condition which, in our opinion, requires urgent remedial treatment within 24 hours from the discovery of the injury or illness or experiencing an onset of the serious medical condition to avoid death or serious impairment to your immediate or long-term health.
If I have a GREAT TotalCare Plus coverage attached to my GREAT TotalCare, when do the reasonable and customary charges come in for expenses incurred outside of Singapore?
Under GREAT TotalCare Plus (ESSENTIAL), he coverage for expenses incurred outside Singapore, Malaysia, Indonesia, Philippines, Thailand, Brunei, Vietnam, Myanmar, Cambodia, and Laos will be limited to reasonable and customary charges in Singapore.
Under GREAT TotalCare Plus (ADVANCE), if you have resided outside Singapore for more than 90 days, whether continuously or otherwise during the period of insurance, any eligible expenses incurred outside of Singapore, Malaysia, Indonesia, Philippines, Thailand, Brunei, Vietnam, Myanmar, Cambodia, and Laos will be limited to reasonable and customary charges in Singapore.
Note: The 1st 90 days start from the date of departure from the country of residence
If I underwent day surgery, can I claim under Hospital & Surgical Protector (HSP)/Premier Health Plan (PHP)/GREAT SupremeHealth/Maxhealth?
Day surgery performed in a specialist clinic or hospital may be paid after assessment of the claim. However, day surgery performed by a general practitioner is not payable.
