Life Insurance
Customer Service FAQs

1. You can update your personal particulars by completing our Change of Personal Particulars Form and send it to us via email or mail the form back to us with our Business Reply Envelope.

You can update the following details:

  • Mailing Address
  • Residential Address
  • Contact Number
  • Email Address

Forms are available for download from our Forms Library

1. Can I change the GIRO deduction date for my policy?

The scheduled deduction dates fall on 5th or 20th of each month depending on the premium due dates. These deduction dates are fixed with the Bank and cannot be changed.

If your premium due date falls on 6th to 20th of the month, the GIRO deduction date will be scheduled on 20th of the same month.

If your premium due falls on 21st of the preceding month to the 5th of the following month, the GIRO deduction date will be scheduled on the 5th of the following month.

2. How can I pay my policy premium?

Please click on this link for the various payment methods.

3. How do I make repayment for Policy Loan/Automatic Premium Loan?

Please click on this link for the various payment methods.

4. How do I change my GIRO account number for premium payment?

For DBS/POSB iBanking:
You may set up a GIRO arrangement online via DBS Internet Banking, this will allow you to receive an online approval instantly.

For other Bank Account holders:
Please complete our Application for Interbank GIRO Form and mail it back to us using our Business Reply Envelope.

Once your new GIRO account is approved by the designated bank, deductions will be made to the new GIRO account automatically.

Forms are available for download from our Forms Library.

5. Why is the GIRO deduction for my policy premium unsuccessful?

Unsuccessful GIRO deductions might be due to various reasons (i.e. insufficient funds / invalid bank account etc.)

Please contact your designated bank for the further details.

6. What is Automatic Premium Loan (APL)?

When the outstanding premium payment is not made at the end of the 30 days grace period and if the policy has surrender value, we will activate the Automatic Premium Loan to pay for the outstanding premium so that the policy can continue to be in-force.

We will charge interest on the Automatic Premium Loan at a rate determined by us from time to time. Any unpaid interest will be added to the principal amount and will accrue interest at the same rate on a daily basis. The current interest rate is 6.25% per annum. The principal amount and accrued interest will remain as outstanding indebtedness under your policy until you make a repayment at your convenience.

7. How do I change the frequency of my premium payment?

Please complete the Policy Alteration form and mail it back to us using our Business Reply Envelope.

The change of frequency will be effective from the next premium due date.

Forms are available for download from our Forms Library.

1. How do I Freelook my policy?

Please send a duly signed letter to us by mail or email that is registered with CTPIS within 14 days after you have received your policy contract.

2. How do I reinstate my lapsed policy?

Please complete our Reinstatement Form and it back to us together with your payment of the outstanding premiums plus interest (if any).

We will write to inform you if there are additional requirements after we review the information provided in the Reinstatement Form.

Please click on this link for the various payment methods. Forms are available for download from our Forms Library.

3. How can I apply for Policy Loan?

Please complete Policy Loan Form and mail it back to us using our Business Reply Envelope.

We will charge interest on the Policy Loan at a rate determined by us from time to time. The current interest rate is 6.25% per annum accrued on a daily basis.

Interest will continue to accrue on the outstanding principal amount. The outstanding principal amount and accrued interest will remain as outstanding indebtedness under your policy till you make a full repayment.

Should the total indebtedness of the policy exceed the surrender value, the policy will lapse.

Forms are available for download from our Forms Library.

4. How do I change my cashback option?

Please complete our Policy Alteration Form and mail it back to us using our Business Reply Envelope.

For change in cashback option from Accumulate to Payout, it can only be effective from the next cashback due date.

Forms are available for download from our Forms Library.

5. How do I reduce the sum assured of my basic plan or supplementary riders?

Please complete our Policy Alteration Form and mail it back to us using our Business Reply Envelope.

Reduction in the sum assured of the basic plan or supplementary riders will be effective from next premium due date.

Forms are available for download from our Forms Library.

6. How do I delete riders attached to my policy?

Please complete our Policy Alteration Form and mail it back to us using our Business Reply Envelope.

Deletion of riders can only take effect from next premium due date. There will not be refund of any premium paid upon termination of your riders.

Forms are available for download from our Forms Library.

7. How do I make a Cashback Benefit withdrawal?

You can complete Withdrawal of Policy Benefits Form and mail it back to us using our Business Reply Envelope.

Forms are available for download from our Forms Library.

1. How will I receive my maturity payment?

Maturity proceeds will be paid into the Policy Owner’s designated Direct Fund Transfer(DFT) Account.

Please complete the Policy Alteration Form if you wish to update the Direct Fund Transfer (DFT) details on your policy and mail it back to us using our Business Reply Envelope.

Forms are available for download from our Forms Library.

2. How will I be notified of my policy maturity?

We will send you a letter of notification 2 months before the policy matures.

1. How do I assign a policy?

Please complete Absolute Assignment Form and mail it back to us using our Business Reply Envelope.

Forms are available for download from our Forms Library.

2. Who can assign a policy?

Assignment of a life insurance policy means transfer of rights from one person to another.

Only the policy owner of the insurance policy can assign the policy.

The person who assigns the insurance policy is the Assignor (policy owner). After the rights have been transferred from the Assignor to the Assignee, the rights of the policy owner will terminate.

The person whom the policy has been assigned is the Assignee and will become the owner of the insurance policy.

Both the assignor and the assignee must attain at least 18 years of age at the time of assignment.

If the premium of the policy is not paid timely, either by the Assignor or Assignee, the policy may lapse in accordance to the terms and conditions stipulated in the policy contract

1. How do I make a nomination?

Please complete the applicable Nomination of Beneficiaries Form mail it back to us using our Business Reply Envelope.

You must read all instructions and notes stated in the nomination form before completing it.

You must countersign any amendment made by you, otherwise the nomination is invalid.

Forms are available for download from our Forms Library.

2. Who can make a nomination?

Only Policy Owner who has attained the age of 18 years and must be the life insured under the policy can make a nomination.

1. What is cashback accumulation and cashback accumulation interest rate?

Cashbacks may be accumulated with us, depending on the option policyholders have chosen at the point of application, to earn an interest. These cashbacks accumulate an interest at a non-guaranteed interest rate, currently at 3.50% p.a..

2. Why is CTPIS revising the cashback accumulation interest rate?

We perform regular review of the cashback accumulation interest rate, taking into account different factors such as the interest rate environment. After a recent review, we have decided to revise the rate from 3.50% p.a. to 3.25% p.a..

3. When will the new rate be effective?

The new rate will be effective for all cashbacks accumulated with us from 1 September 2021 onwards.

4. How will this affect policyholders?

Policyholders who have existing cashbacks accumulated with us will continue to earn interest at the rate of 3.50% p.a. until the effective date of the new rate on 1 September 2021, when all cashbacks will start earning interest at the new rate of 3.25% p.a..

5. Which products are affected by this change?

The revised cashback accumulation interest rate will apply to all products below which offer cashbacks.

i-Cash

i-Cash (II)

i-Cash (III)

i-Cash Plus

i-Cash Plus (II)

i-Cash (III)

Infinite Harvest

Infinite Harvest (II)

Infinite Harvest (III)

i-Wealth Builder

6. Does this have any impact on the policy benefits?

The change in cashback accumulation interest rate will not affect the policy benefits defined in the policy contract(s).

However, for policyholders who have chosen to deposit their cashbacks with us, the accumulated value of those deposits would potentially be different from what had been presented in the policy illustration (PI) at the point of sale (if the policy illustration was generated based on the old rate).

7. Can the policyholder request for a revised PI showing the updated accumulated values based on the revised cashback accumulation rate of 3.25% p.a.?

Yes, you may request for a revised PI by contacting our Customer Service Officers at 6389 7301 or email us at customer.service@sg.cntaiping.com.

8. Is the rate competitive compared to other life insurance companies?

The revised cashback accumulation interest rate of 3.25% p.a. is comparable to those offered by other insurers.