We would like to clarify that the underwriting decision for health insurance, in general, is based on the declaration made in the proposal form, questionnaires and also medical reports submitted by the applicant. Policyholders may appeal against any special term imposed, but have to provide additional medical reports on their excluded conditions for our review.

In the case of Ms Sim's husband, our underwriting decision to exclude the 'right shoulder conditions' was based on his declaration in a questionnaire. We had informed Ms Sim that this exclusion was based only on our existing information, and advised her to submit new medical evidence such as an X-ray or MRI scan, so that we could narrow down the scope of the exclusion.

While we have not heard from Ms Sim to date, we assure her that we will review her husband's case fairly and carefully, once we receive his medical reports. Our officers will be contacting her to explore ways to facilitate our review of her husband's exclusion, and to explain the options available to them.

We would also like to assure consumers that as an insurance cooperative, Income remains mindful of our social role to keep health insurance affordable, accessible and sustainable for the masses. We will always ensure that our underwriting practices are anchored on principles of soundness, consistency and fairness for policyholders, to protect their collective interests.

We thank Ms Sim for giving us the opportunity to make the above clarifications.

Chan Tee Seng

General Manager

NTUC Income Group & Health Department