Website Terms and Conditions

These Terms and Conditions govern your access to and use of the CareBridge website, platform, forms, digital channels, claims tools and related online services.

By accessing or using the CareBridge website or services, you agree to these Terms and Conditions. If you do not agree, you should not use the website or services.

CareBridge acts as a Third Party Administrator / programme administrator for insurer-backed protection programmes. CareBridge is not an insurer, broker, underwriting manager or financial adviser unless expressly stated.

CareBridge administers digital protection programmes on behalf of insurers, employers, agencies, institutions and other approved programme partners.

Our role may include:

• programme administration;
• enrolment support;
• member and dependant record administration;
• payment status tracking and reconciliation;
• certificate support;
• claims intake and document collection;
• claims workflow support;
• bordereaux and insurer reporting;
• customer, employer, agency and partner support.

CareBridge does not underwrite insurance risk, guarantee claim outcomes or provide insurance advice unless expressly authorised and stated.

These Terms and Conditions apply to your use of the CareBridge website, platform and digital services.

They do not replace:

• any insurance policy wording;
• certificate of cover;
• benefit schedule;
• programme rules;
• insurer terms;
• employer, agency or institutional agreement;
• claims requirements;
• exclusions, limits or conditions applying to a specific programme.

If there is any inconsistency between these Terms and the applicable policy wording or programme documentation, the policy wording and programme documentation will prevail in relation to insurance cover and claim entitlements.

You may use the CareBridge website and services only if you are authorised to do so.

You may be using the website or services as:

• a worker or member;
• an employer;
• an agency;
• an institution or programme sponsor;
• an insurer or programme partner;
• a claimant;
• a person assisting with a claim;
• an authorised representative of any of the above.

Where you use the website or services on behalf of another person or organisation, you confirm that you have authority to do so.

The information on the CareBridge website is provided for general information and programme administration purposes only.

The website does not provide personal insurance, legal, tax, financial, medical or professional advice.

You should not rely on general website information as a substitute for:

• the relevant policy wording;
• official programme documents;
• advice from the insurer;
• advice from your employer, agency or programme sponsor;
• professional advice where required.

CareBridge may update, change, remove or replace website content at any time.

Submitting an enquiry, enrolment form, claim notification or document through CareBridge does not guarantee that:

• cover will be issued;
• a person is eligible for cover;
• a claim will be accepted;
• a benefit will be paid;
• a payment will be made by a particular date.

Cover, eligibility and claims are subject to the applicable insurer-backed programme, policy wording, benefit schedule, exclusions, limits, required documents and claims assessment process.

Unless expressly stated otherwise, the insurer remains responsible for final claims decisions and claim payments under the applicable programme.

You are responsible for ensuring that all information submitted through the CareBridge website, platform, forms or digital channels is accurate, complete and not misleading.

This includes information about:

• workers or members;
• named dependants;
• beneficiaries;
• employers, agencies or programme sponsors;
• payment details;
• claims circumstances;
• claim documents;
• contact information.

Incorrect, incomplete or misleading information may affect enrolment, cover status, payment status, claims assessment or benefit payment.

CareBridge may request additional information or documentation where required to administer the programme, verify records, support a claim or comply with legal, regulatory or contractual obligations.

Where you provide information about another person, including a dependant, beneficiary, family member, worker, employee or claimant, you confirm that:

• you are authorised to provide that information;
• the information is accurate to the best of your knowledge;
• the person has been informed that their information may be used for programme administration and claims purposes;
• any required consent has been obtained.

CareBridge may rely on information provided by workers, employers, agencies, institutions, claimants and authorised representatives.

CareBridge may provide digital tools for claim notification, document upload and claim status tracking.

When submitting a claim, you must provide accurate and complete information and upload the documents reasonably required for the relevant claim type.

CareBridge may review submitted documents for completeness and may coordinate with insurers, claims handlers, verification partners or programme sponsors. However, unless expressly delegated, CareBridge does not make final claim decisions.

A claim may be delayed, rejected or require further review if:

• required documents are missing;
• information is inaccurate, incomplete or inconsistent;
• the claim falls outside programme terms;
• the dependant or event is not eligible;
• fraud, misrepresentation or misuse is suspected;
• further insurer review is required.

Payment processing may be provided by third-party payment gateways, banks, wallet providers or other payment service providers.

CareBridge may record payment status, receipt references, payment provider IDs, tokens or reconciliation information for administration purposes.

CareBridge does not intend to store full card numbers, CVV codes or unnecessary payment credentials.

You are responsible for ensuring that payment information is accurate and that sufficient funds or payment authority are available.

A missed, failed, reversed or cancelled payment may affect cover status, enrolment status, renewal, reinstatement or claims eligibility, depending on the applicable programme rules.

CareBridge may communicate through website forms, email, WhatsApp, Viber, Line, app notifications or other approved digital channels.

By contacting CareBridge through a digital channel, you acknowledge that:

• the relevant platform may have its own terms and privacy policy;
• messages may not be suitable for highly sensitive information unless specifically requested through an approved process;
• CareBridge may use digital channels for servicing, claims support, payment reminders, programme administration and related communications.

Please do not send sensitive medical, identity or payment documents through general messaging channels unless CareBridge specifically requests them as part of an approved claims or verification process.

Where CareBridge provides account access, dashboard access, app access or partner portal access, you are responsible for:

• keeping login details secure;
• not sharing access with unauthorised persons;
• ensuring authorised users are properly controlled;
• notifying CareBridge promptly of suspected unauthorised access;
• using the account only for lawful and authorised purposes.

CareBridge may suspend, restrict or terminate access where it reasonably believes there is unauthorised use, misuse, fraud, security risk, breach of these Terms or breach of programme requirements.

You must not use the CareBridge website, platform, forms or digital channels to:

• submit false, misleading or fraudulent information;
• impersonate another person or organisation;
• access information you are not authorised to access;
• interfere with the security or operation of the website or platform;
• upload harmful, malicious or unlawful content;
• attempt to reverse engineer, scrape, copy or misuse the platform;
• use the website or services for unlawful, abusive or unauthorised purposes;
• infringe the rights of CareBridge, our partners or any third party.

CareBridge may take reasonable steps to investigate misuse and may report suspected fraud, unlawful activity or security incidents to relevant insurers, partners, regulators, authorities or law enforcement bodies.

All intellectual property rights in the CareBridge website, platform, content, branding, design, text, graphics, software, workflows, forms, data models and materials belong to CareBridge or our licensors, unless otherwise stated.

You may use the website and materials only for the purpose of accessing or participating in a CareBridge-administered programme or making a legitimate enquiry.

You must not copy, reproduce, modify, distribute, publish, sell, license, exploit or create derivative works from CareBridge materials without prior written consent.

The CareBridge website, app or messages may link to third-party websites, platforms, payment gateways, messaging services, insurer portals or partner services.

CareBridge is not responsible for the content, availability, security, terms, privacy practices or performance of third-party services.

Your use of third-party services may be subject to separate terms and policies.

CareBridge handles personal data in accordance with our Privacy Policy.

By using the CareBridge website, platform, forms, claims tools or digital channels, you acknowledge that personal data may be collected, used, disclosed, stored and transferred as described in our Privacy Policy.

You should read the Privacy Policy together with these Terms and Conditions.

CareBridge aims to keep the website and digital services available, but we do not guarantee uninterrupted, error-free or secure access at all times.

The website or platform may be unavailable due to:

• maintenance;
• technical issues;
• outages;
• cyber incidents;
• third-party provider issues;
• updates or improvements;
• events outside our reasonable control.

CareBridge may change, suspend, withdraw or replace any part of the website, app, platform, forms, claims tools or digital channels at any time.

To the fullest extent permitted by law, the CareBridge website, platform and digital services are provided on an “as is” and “as available” basis.

CareBridge does not guarantee that:

• the website will always be available;
• the website will be free from errors, viruses or harmful components;
• all information will always be current or complete;
• use of the website will result in enrolment, cover, claim approval or payment;
• third-party services will perform without interruption or error.

Nothing in these Terms excludes or restricts any liability that cannot be excluded or restricted under applicable law.

To the fullest extent permitted by law, CareBridge will not be liable for any indirect, incidental, special, consequential, punitive or economic loss arising from or in connection with your use of the website, platform, digital channels or services.

This includes loss of profits, loss of revenue, loss of opportunity, loss of data, business interruption, reputational loss or other indirect loss.

CareBridge’s liability, if any, will be limited to the extent permitted by applicable law and any applicable agreement between CareBridge and the relevant insurer, employer, agency, institution or programme partner.

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, wilful misconduct or any liability that cannot legally be excluded.

You agree to indemnify CareBridge and our officers, employees, contractors, service providers and partners against losses, claims, costs, damages and expenses arising from:

• your breach of these Terms;
• false, inaccurate or misleading information submitted by you;
• unauthorised use of the website, platform or digital services;
• misuse of claims, payment or enrolment tools;
• your breach of law or third-party rights;
• information you provide about another person without proper authority.

CareBridge may suspend, restrict or terminate your access to the website, platform, app, portal or digital services where we reasonably believe that:

• you have breached these Terms;
• there is a security or fraud risk;
• access is being misused;
• continued access may harm CareBridge, users, insurers, programme partners or third parties;
• we are required to do so by law, regulator, insurer, programme partner or authority.

Suspension or termination of access does not automatically cancel any underlying insurance cover. Cover status will depend on the applicable programme rules, policy wording and insurer requirements.

Unless otherwise stated in a specific programme agreement, policy document or partner contract, these Terms and Conditions are governed by the laws of Singapore.

Any dispute arising out of or in connection with these Terms, the website or the digital services will be subject to the non-exclusive jurisdiction of the Singapore courts, unless a different dispute resolution process applies under a relevant programme agreement, policy document or partner contract.

CareBridge may update these Terms and Conditions from time to time.

The updated version will be posted on the CareBridge website. The “Last updated” date may be amended to reflect the latest version.

By continuing to use the website or services after the updated Terms are posted, you agree to the updated Terms.

If you have questions about these Terms and Conditions, please contact CareBridge through our website contact form or approved digital channels.

Please do not send sensitive medical, identity or payment documents through the general contact form unless specifically requested through the claims process.