The top-up amount is indicated both in our original offer letter in August and also in the reminder we recently sent to Mrs Ng. As her ElderShield premium has been paid at anniversary date through CPF deduction, the balance amount will be the top-up. This amount is determined by age and type of plan (whether annual or single premium) and is the same across all ElderShield insurers.

The top-up amount, as shown in our original August offer letter, includes the premium adjustment amount which is payable for five years. In the accompanying information booklet, we explained that the premium adjustment amount is calculated based on entry age of the policyholder, and paying this with the annual premium would cost the policyholder less than if the total premiums were payable as a new applicant at current age.

As to Mrs Ng's regarding why she had to pay for the past premiums, the upgrade exercise was offered in August last year to be effective on Sept 30. As not all policyholders responded immediately, we gave them a period of six months' extension to consider, during which we sent her the reminder upgrade. We have since extended the upgrade period by another month to end in April. Hence any upgrades taken belatedly will be made retroactive from Sept 30. In addition, this full premium is also used to fund part of the cost of future cover. This practice is the same across all insurers offering ElderShield.

We shall be happy to contact Mrs Ng and provide her with the details she requires if she provides us with her policy number or NRIC.

Khong Bee

Head, Customer Service

Great Eastern Life