PRUshield electronic Letter Of Guarantee (eLOG)

Frequently Asked Questions

Q1: A1:

What is PRUshield electronic Letter Of Guarantee (eLOG)? An eLOG is a service provided to PRUshield policyholders so as to ease the admission process to the hospital for inpatient treatment or for day surgery. How does eLOG work? In the event that the life assured is unable to pay the deposit or the Medisave account of the life assured or family member(s) is insufficient to cover the required deposit amount, the eLOG will be used to request for the hospital to waive the admission deposit, up to S$10,000. The eLOG will be issued by the participating hospital immediately during the admission. eLOG is subject to acceptance by the hospital and does not guarantee a waiver of deposit. This is only a facility we provide to our customers. Prudential Assurance Company Singapore (Pte) Limited (PACS) does not admit liability for the hospitalisation claim and has the right to review each claim submitted. If the life assured is covered under PRUshield only (without PRUshield extra), the annual deductible and coinsurance will not be included in the eLOG. Upon issuance of the eLOG, the life assured is still required to bear the deductible and co-insurance. At time of discharge, hospital may require the insured to fully settle the hospitalisation/day surgery bill despite LOG being issued.

Q2: A2:

Example Customer has PRUshield policy only. Estimated hospital bill Deductible Co-insurance Medisave withdrawal limit Balance eLOG issued $10,000 - $3,000 - $700 - $1,000 $5,300 $5,300

Amount of deposit customer is required to pay Customer has PRUshield and PRUshield extra policy. Estimated hospital bill Deductible Co-insurance Medisave withdrawal limit Balance eLOG issued Amount of deposit customer is required to pay

$3,700

$10,000 N.A. N.A. - $1,000 $9,000 $9,000 $0

Q3: A3:

What are the criteria to qualify for eLOG? PRUshield (and PRUshield extra, if applicable) policies which are accepted on standard terms and have been in-forced for at least 12 months from the date of inception or date of reinstatement, whichever is later. The life assureds must also be Singaporeans or Singapore Permanent Residents.

Q4: A4:

Which PRUshield policies are NOT eligible for eLOG? The following groups are not eligible:

All Foreigners (with the exception of Singapore Permanent Residents) Policies on substandard terms Policies with outstanding claims or recovery of claims Policies with unpaid premiums within the grace period

Q5: A5:

How do customers request for eLOG? Customers do not have to request for eLOG from PACS directly. Instead, the admission staff in the hospital would be able to determine if the life assured is eligible for eLOG from the eLOG system. For those who are eligible, the hospital would be able to generate the eLOG. For those who are not eligible, no eLOG will be

generated. The issuance of the eLOG also is subject to the life assured completing and signing the MediSave Withdrawal Authorisation Form.

Q6: A6:

Will the customer be required to make any payments even though the eLOG was issued? Yes. For example,

When the deposit required by the hospital exceeds the eLOG limit, the balance needs to be borne by the life assured. The actual hospital bill, if it is not covered by PRUshield. Non-medical related items that are not covered under PRUshield.

Q7: A7:

What happens if the customer do not pay the outstanding amount owed to PACS? PACS reserves the right to refuse renewal of the customer's PRUshield (and PRUshield extra, if applicable) policy if the outstanding amount is not paid. This would be made known to customers when the eLOG issued. Is the eLOG available in all hospitals in Singapore? eLOG is only applicable at participating hospitals. Currently, it is available at the following selected hospitals: Singapore Restructured Hospitals 1. National University Hospital 2. Alexandra Hospital 3. Changi General Hospital 4. Tan Tock Seng Hospital 5. Khoo Teck Phuat Hospital 6. Singapore National Eye Centre 7. Singapore General Hospital Singapore Private Hospitals 8. Raffles Hospital 9. Gleneagles Hospital 10. Mount Elizabeth Hospital 11. Parkway East Hospital (East Shore Hospital)

Q8: A8:

Q9: A9:

Is eLOG applicable for all hospital treatments? eLOG facility is only available for inpatient hospital treatments and Day Surgery.

Outpatient treatments such as consultation/ review, chemotherapy, renal dialysis and pre- and posthospitalisation treatment are excluded. Overseas treatment is excluded. eLOG is also not applicable for treatments that are listed in the exclusion list under PRUshield. We do not pay in any of the following circumstances:

All expenses incurred by a life assured for the period of Hospital Confinement if admission into a Hospital is before the Cover Start Date of the policy. Treatment or diagnosis of any Serious Illness for which the life assured received medical treatment (including follow-up and consultations) during the period of twelve months prior to the Cover Start Date of the policy. Any pre-existing illnesses, diseases or impairments from which the life assured is suffering from prior to the Cover Start Date of the policy, unless they were declared in the proposal and specifically accepted by us. A pre-existing condition is the existence of any signs or symptoms for which treatment, medication, consultation, advice or diagnosis has been sought or received by the life assured or would have caused an ordinary prudent person to seek treatment, diagnosis or cure, prior to the Cover Start Date of this benefit or the date of reinstatement (if any), whichever is later. Treatment relating to birth defects, including hereditary conditions and congenital sickness or abnormalities that were first diagnosed or symptoms first appeared within 2 years from the Cover Start Date of the policy or the date of reinstatement, whichever is later. Mental illness and personality disorders. Pregnancy, or any form of hospitalization or treatment relating to pregnancy, childbirth, abortion or miscarriage. Infertility, sub-fertility, assisted conception or any contraceptive treatment. Treatment of sexually transmitted diseases. Acquired Immunodeficiency Syndrome ("AIDS"), AIDS related complex or infection by Human Immunodeficiency Virus ("HIV"). Treatment of self-inflicted injuries, or injuries resulting from attempted suicide. Treatment directly or indirectly arising from drug or alcohol misuse. Cosmetic or plastic surgery. Dental treatment. Ambulance fee. Sex change operations. Purchase of kidney dialysis machine, replacement organ, iron-lung, prosthesis and other special appliances including the location, transport and associated administration costs of such special appliances. Optional items which are outside the scope of treatment. Private nursing charges and nursing home services. Vaccination. Treatment of Injuries arising from direct participation in civil commotion, riots or strikes. Treatment of Injuries arising directly or indirectly from nuclear fallout, terrorism, war and related risks. Hospitalisation primarily for diagnosis, X-ray examinations, and general physical or medical check-

up. Treatment of illness or Injury resulting from the life assured engaging in any hazardous activities or sports in a professional capacity; or where the life assured would or could earn or earns income or remuneration in these hazardous activities or sports. Treatment of illness or Injury caused by any hazardous activities or sports unless carried out legally under the supervision of licensed organisations. All medical expenses incurred by life assured if the approved guaranteed claim amount has exceeded the Policy Year Limits as set out in the policy Benefits Schedule. All medical expenses incurred by the life assured if the date of admission or day surgery occurs during grace period of the PRUshield and/or PRUshield extra policy where premiums are not paid.

Q10: If a customer is eligible for the eLOG, does it mean that the entire hospital bill will be payable by PRUshield? A10: The eligibility of the eLOG does not mean that PACS admits or approves any claim made under PRUshield for the hospitalisation. Each claim will still be assessed by PACS after the final hospital bill is e-filed to PACS. In the event that the claim is not payable under PRUshield, PACS reserves the right to recover the amount paid to the hospital under the eLOG on the behalf of the customer.

Q11: If a customer is eligible for the eLOG, does it mean that the hospital admission will be cashless? A11: The eLOG is subject to acceptance by the hospital. It does not guarantee a waiver of deposit. At time of discharge, hospital may require the insured to fully settle the hospitalisation/day surgery bill despite LOG being issued. Q12: Do customers need to request for eLOG in advance of a planned hospitalisation? A12: No. As the eLOG is generated by the participating hospitals on the day of admission or surgery, neither the Prudential Financial Consultant nor the customer is required to call PACS in advance to request for the LOG. Q13: Is there a limit to the eLOG? A13: Yes. The eLOG limit is S$10,000 or the estimated hospital bill, whichever is lower. Q14: What happens if the deposit required exceeds the approved eLOG amount?

A14: The excess deposit would have to be borne by the life assured.

Example Estimated hospital bill Deductible Co-insurance Medisave withdrawal limit Balance eLOG issued Amount of deposit customer is required to pay $20,000 - $3,000 - $1,700 - $1,000 $14,300 $10,000 $4,300

Q15: What if an employer / a third party insurer has provided the customer with an eLOG? A15: No eLOG will be issued under PRUshield.