CITIZEN’S CHARTER · scheme under the law. It insures its members against the occurrence of certain contingencies in exchange for their monthly premium contributions. GSIS members

CITIZEN’S CHARTERupdated as of November 2019

Issue No. 1, Rev No. 1 (30 November 2019), GSIS-EODB-01

Table of Contents

1 About GSIS2 Vision, Mission, Core Values and Quality Policy3 List of ID’s4 Other Pertinent Rules

Social Insurance

5 Retirement and Separation Claim8 Maturity /Cash Surrender Value (CSV)/Termination Value (TV) Claim 10 DeathandAccidentalDeathBenefit(ADB)Claim13 FuneralBenefitClaim 16 SurvivorshipBenefitClaim 19 Disability Claim 21 Employees Compensation (EC) Claim 26 Preneed Claim 29 Check Replacement 32 Check Releasing34 Over-the-Counter (OTC) Loan Application 36 UMID Enrollment 37 UMID Card Releasing 38 Creation of Pension Record 40 Updating of Pension Record 42 Request for Refund and Recomputation of Claim 43 Request for Reconciliation of Accounts44 Agency Remittance and Individual Over the Counter Payment

Housing

47 TransferCertificateofTitle(TCT)Release 50 Request for Reconciliation of Housing Account 54 Request for Final Statement of Account (FSOA) of Housing Account

General Insurance

58 Motor Vehicle Claim63 Application for Optional Non-Life Insurance (ONLI) Coverage (New/Renewal) Products (for individuals) - Fire, Personal Accident, Motor Car Insurance

Feedback

66 Feedback and Redress Mechanism

MandateCreated by Commonwealth Act No. 186 and Republic Act No. 8291 (GSIS Act of 1997), GSIS is a social insurance institution that provides a defined benefit scheme under the law. It insures its members against the occurrence of certain contingencies in exchange for their monthly premium contributions.

GSIS members are entitled to an array of social security benefits, such as life insurance benefits, separation or retirement benefits, and disability benefits.

GSIS is also the administrator of the General Insurance Fund by virtue of RA 656 (Property Insurance Law). It provides insurance coverage to government assets and properties that have government insurable interests.

CoverageThe GSIS covers all government workers except:

– Members of the Judiciary and Constitutional Commissions who are covered by separate retirement laws;

– Contractual employees who have no employee-employer relationship with their agencies;

– Uniformed members of the Armed Forces of the Philippines and the Philippine National Police, including the Bureau of Jail Management and Penology and the Bureau of Fire Protection.

Does not include: Barangay and Sanggunian officials who are not receiving fixed monthly compensation (Source RIRR)

Does not include: Employees who do not have monthly regular hours of work and are not receiving fixed monthly compensation (RIRR)

Benefits and ServicesThe principal benefit package of the GSIS consists of compulsory and optional life insurance, retirement, separation, and employee’s compensation benefits.

Service PrivilegesGSIS offers the following loan products to assist you with your financial needs: Enhanced Consolidated Salary Loan (ConsoLoan) Plus, Policy Loan, Enhanced Emergency Loan, Pension Loan, and Pensioners Emergency Loan.

GSIS Citizen’s Charter 1

VisionBy 2022, GSIS, a premier social insurance institution with a passion for providing excellent service to its members, pensioners, and other constituents, will be in the top three defined-benefit pension fund institutions in the ASEAN region.

MissionGSIS is committed to provide social security and financial benefits to all government employees and their qualified dependents, satisfy the non-life insurance needs of the government, maintain and strengthen the viability of the fund, and build an enduring partnership with its stakeholders.

Core ValuesProfessionalismLove of Country

IntegrityService Excellence

SpiritualityInnovationTeamwork

Mutual Respect

Quality PolicyIn the Government Service Insurance System, we are committed to provide quality service to our members, pensioners and other constituents for all their social security benefits and non-life insurance needs.

The design of our QMS shall consider the context and strategic direction of our organization. Our systems and processes shall be regularly evaluated and improved for effectiveness, efficiency, and compliance with legal and other regulatory requirements.

We will invest in the competence of our people through continued professional development

GSIS Citizen’s Charter2

LIST OF ACCEPTABLE GOVERNMENT-ISSUEDIDENTIFICATION CARDS (IDs) / DOCUMENTS1) e-Card / UMID 2) Employee’s ID / Office ID 3) Driver’s License * 4) Professional Regulation Commission (PRC) ID * 5) Passport * 6) Senior Citizen ID 7) SSS ID 8) COMELEC / Voter’s ID / COMELEC Registration Form 9) NBI Clearance * 10) Integrated Bar of the Philippines (IBP) ID 11) Firearms License * 12) AFPSLAI ID * 13) PVAO ID 14) AFP Beneficiary ID 15) BIR (TIN) 16) Pag-ibig ID 17) Person’s With Disability (PWD) ID 18) Solo Parent ID 19) Pantawid Pamilya Pilipino Program (4Ps) ID * 20) Barangay ID * 21) Philippine Postal ID * 22) Phil-health ID 23) School ID ** 24) Other valid government-issued IDs / Documents with picture

and signature

* Within its validity period ** Private / government school


OTHER PERTINENT RULES ON DOCUMENTARY REQUIREMENTS (forSocialInsuranceClaimBenefitsOnly)

1. Additional documents may be required for purposes of further validation and verification (e.g., adverse claim, name, appellation, date of birth, presumption of death, etc.);

2. For Disability and Employee Compensation benefits, other documents may be required by the Medical / Legal Evaluator;

3. Original copies of documents should be presented by the member / claimant;

4. If member dies while claim is being processed, additional requirements shall be required;

5. In case member is unable to sign, affix thumb mark and two (2) witnesses are required to sign in the form and present e-Card / UMID or valid passport or two (2) valid government-issued IDs and their photocopies;

6. The written authorization or Special Power of Attorney (SPA) should ensure that the following are present:

- Date the instrument was executed - Names and complete addresses of the principal agent - Specific transaction the principal authorizes the agent to do in his/her behalf - Signature of the principal - Acceptance of the Agent or Attorney-in-fact - Acknowledgement, if SPA

7. Extra Judicial Settlement among the legal heirs of the deceased brother / sister of the member designating one payee (if net Proceeds is more than P100,000.00, publication of the same is required); and

8. All pertinent documents such as Certificates of Birth, Marriage and Death issued abroad must be authenticated by the Philippine Consular Office.


Compulsory or Optional Retirement/Permanent Total Disability Retirement/SeparationBenefits

(RA 8291, RA 660, PD 1146, RA 1616 & RA 7699)

NO FEES WILL BE COLLECTED

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break

Eligible to Avail of the Service: 1. Active members who opted to resign, retire or separate under RA 8291, RA

660, RA 1616 and Portability; and 2. Inactive members who were separated from the service but did not avail of

the benefits, provided the claim is filed within the prescriptive period (for those who were separated with less than 15 years of service).

Documentary Requirements:

For Compulsory Retirement / Optional Retirement (RA 8291, RA 660, PD1146,RA1616)/SeparationBenefit(RA8291)

a. Duly accomplished Application Form for Retirement / Separation /

Life Insurance Benefits;b. Service Record with Leave Without Pay (LWOP) Certification

(indicating the specific dates and time of LWOP) signed by authorized officer; and

c. To be submitted upon receipt of notice from GSIS - Declaration of Pendency / Non-pendency of Case (DPNPC) Form (date administered / notarized should be on or after receipt of notification from GSIS).

d. Applicable only to Retirement Claims under DEPED ARMM - 1st and 2nd endorsement of DEPED

For Disability Retirement (RA 8291)

a. Duly accomplished Application Form for Disability Benefit;b. Proofs of Disability - Parts I, II and III; c. Service Record with Certification (indicating the specific dates and

time of sick leave with or without pay) signed by authorized officer; and

d. To be submitted upon receipt of notice from GSIS - DPNPC Form (date administered / notarized should be on or after receipt of notification from GSIS).

Note: All Documents above should be in Original Copy. Other documents may be required during medical or

legal evaluation.


For Portability (RA 7699)

a. Duly accomplished Application Form for Retirement Benefit under RA 7699;

b. Certification of SSS premium contributions indicating number and inclusive months of contributions signed by authorized SSS Officer;

c. Service Record with LWOP Certification (indicating the specific dates and time of LWOP) signed by authorized officer; and

d. To be submitted upon receipt of notice from GSIS - DPNPC Form (date administered / notarized should be on or after receipt of notification from GSIS).

Note: All Documents above should be in Original Copy. See Other Pertinent Rules on Documentary

Requirements and List of Acceptable Government-issued IDs/Documents For two (2) government issued IDs, at least one (1) ID must have photo

Step 1 Filing of application for Compulsory or Optional Retirement/Permanent Total Disability Retirement/Separation Benefits (RA 8291, RA 660, PD 1146, RA 1616 & RA 7699)

Person in Charge: Frontline Service Personnel

Maximum Processing Time Procedure

60 minutes*1. Proceed to the Information Center and get

a queue number for filing the application and wait to be called.**

30 minutes2. Proceed to the assigned booth to submit

complete documents, sign the tentative computation and get acknowledgement receipt.

* For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the Day performs the function* Time indicated depends on the number of transacting members on queue

Step 2 Processing of Compulsory or Optional Retirement/Permanent Total Disability Retirement/Separation Benefits (RA 8291, RA 660, PD 1146, RA 1616 & RA 7699)

Person in Charge: Claims Processor


17 working days

1. Process claim

2. Notify member to submit Declaration of Pendency / Non-pendency of Case (DPNPC)


Step 3 Submission of DPNPC and releasing of claims proceeds

Person in Charge: Claims Processor


10 minutes Submission of DPNPC by member directly to claims unit

3 banking daysReleasing of the proceeds of Compulsory or Optional Retirement/Permanent Total Disability Retirement/Separation Benefits

Note: Member will be notified through call center to submit DPNPC after claim approval .

Note: The proceeds of this claim will be paid through eCrediting (for members with UMID account) or check (for members without UMID account) within 20 WD from date of receipt of complete documents.

Note: Processing of claims of members with pending administrative and/or criminal cases shall be 90 days from

date of retirement or filing of complete documents whichever is later.


CompulsoryandOptionalLifeInsuranceBenefits[Maturity and Cash Surrender Value (CSV);

Termination Value (TV)]NO FEES WILL BE COLLECTED

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:

forMaturityBenefit 1. Active members with matured compulsory Life Endowment Policy (LEP)

and/or Optional Life Insurance (OLI) policy; and2. Inactive members with matured compulsory LEP and/or OLI policy with

unclaimed benefit.

forCSV/TVBenefit 1. Active members with compulsory LEP, Enhanced Life Policy (ELP) and/or

OLI policy who opted to resign, retire and separate due to disability; 2. Active members with OLI policy who opted to terminate his/her policy

before separation from service or maturity of the policy; and 3. Inactive members with compulsory LEP and/or OLI policy with

unclaimed benefit.


1. Duly accomplished Application Form for Retirement / Separation / Life Insurance Benefits; and

2. Service Record with LWOP Certification (indicating the specific dates and time of LWOP) signed by authorized officer


Step 1 Filing of Compulsory and Optional Life Insurance Benefits [Maturity and Cash Surrender Value (CSV); Termination Value (TV)]



60 minutes*1. Proceed to the Information Center

and get a queue number for filing the application and wait to be called.**

30 minutes2. Proceed to the assigned booth to

submit complete documents, sign the tentative computation and get acknowledgement receipt.

* For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the Day performs the function. * Time indicated depends on the number of transacting members on queue

Step 2 Processing of Compulsory and Optional Life Insurance Benefits [Maturity and Cash Surrender Value (CSV); Termination Value (TV)]

Maximum Processing Time: 17 working days Person in Charge: Claims Processor

Step 3 Releasing of Compulsory and Optional Life Insurance Benefits [Maturity and Cash Surrender Value (CSV); Termination Value (TV)]

Maximum Processing Time: within 3 banking days after processing Person in Charge: Claims Processor

Note: The proceeds of this claim will be paid through eCrediting (for members with UMID account) or check (for members without UMID account) within 20 WD from date of filing of complete documents


CompulsoryandOptionalLifeInsuranceBenefits[DeathandAccidentalDeathBenefits

(ADB not applicable to ELP)]NO FEES WILL BE COLLECTED


Eligible to Avail of the Service: Designated/Surviving heirs of active members with compulsory and/or optional life insurance policy who died while the policy is in force. Documentary Requirements:

for Life Endowment Policy (LEP)/Optional

a. Duly accomplished Application Form for Retirement / Separation / Life Insurance Benefits;

b. Service Record with LWOP Certification (indicating the specific dates and time of LWOP);

c. Death Certificate of member issued by Local Civil Registrar (LCR) or Philippine Statistics Authority (PSA) (formerly National Statisiics Office or NSO) or authenticated by Philippine Consular Office, if died abroad;

d. Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form, if with minor / incapacitated

children (for cases with no designated beneficiaries only); e. Court Order, or Affidavit of Surviving Legal Heirs / Surviving Spouse

/ Guardianship Form supported by a Report or Certification issued by the DSWD Office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent;

f. For designated beneficiary/ies / payee/s who is/are not GSIS member/pensioner/retiree - original copies of their Birth Certificate/s issued by LCR or PSA, or a photocopy of valid passport, or two (2) valid government-issued IDs with date of birth and signature; The original copy of the passport or government issued IDs must be presented.

g. Marriage Contract of female beneficiary/ies issued by LCR or PSA; and

h. Police investigation Report (if death is due to accident).


for Enhanced Life Policy (ELP)

a. Duly accomplished Application Form for Retirement / Separation / Life Insurance Benefits

b. Service Record with LWOP Certification (indicating the specific dates and time of LWOP) signed by authorized officer;

c. Death Certificate of member issued by LCR or PSA or authenticated by Philippine Consular Office, if died abroad;

d. Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form, if with minor / incapacitated children;

e. Court Order, or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification issued by the DSWD Office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent;

f. For designated beneficiary/ies / payee/s who is/are not GSIS member/pensioner/retiree - original copies of their Birth Certificate/s issued by LCR or PSA, or a photocopy of valid passport, or two (2) valid government-issued IDs with date of birth and signature; The original copy of the passport or government issued IDs must be presented.

g. Marriage Contract of female beneficiary/ies issued by LCR or PSA. Note: All Documents above should be in Original Copy. All pertinent documents such as Certificates of Birth,

Marriage and Death issued abroad must be authenticated by the Philippine Consular Office. For two (2) government issued IDs, at least one (1) ID must have photo Step 1 Filing of Compulsory and Optional Life Insurance Benefits [Death and Accidental Death Benefits (ADB not applicable to ELP)] Person in Charge: Frontline Service Personnel




30 minutes2. Proceed to the assigned booth to submit

complete documents, sign the tentative computation and get acknowledgement receipt.



Step 2 Processing of Compulsory and Optional Life Insurance Benefits [Death and Accidental Death Benefits (ADB not applicable to ELP)]


Step 3 Releasing of Compulsory and Optional Life Insurance Benefits [Death and Accidental Death Benefits (ADB not applicable to ELP)]


Note: The proceeds of this claim will be paid through eCrediting (for members with UMID account) or check (for members without UMID account) within 20 WD from date of filing of complete documents.


FuneralBenefitNO FEES WILL BE COLLECTED


Eligible to Avail of the Service:

1. Surviving Spouse;

2. Any of the following persons who can present official receipt/s of expenses, provided that the surviving spouse has acknowledged that this person shouldered the funeral expenses: a. Children of the deceased member or pensioner; or

b. For single deceased member or pensioner, relatives up to second

degree of consanguinity; or c. Any other person who can show incontrovertible proof that he or

she shouldered the funeral expenses of the deceased.

3. If there is no surviving spouse, any of the persons enumerated under item 2, provided that claimant presents receipt/s to show proof of payment of the deceased member’s funeral expenses.


1. Claimant is the Spouse a. Duly accomplished Application Form for Funeral Benefit;

b. Death Certificate of member issued by LCR or PSA or authenticated by Philippine Consular Office, if died abroad;

c. Marriage Contract of member with the surviving spouse issued by LCR or PSA; and

d. If surviving spouse is not a GSIS member - original copy of his/her Birth Certificate issued by LCR or PSA or a photocopy of valid passport or two (2) valid government-issued IDs with date of birth and signature. The original copy of the passport or government issued IDs must be presented.

2. Claimant is other than the Spouse a. Duly accomplished Application Form for Funeral Benefit;


b. Death Certificate of member issued by LCR or PSA or authenticated by Philippine Consular Office, if died abroad;

c. For claimant who is not GSIS member/pensioner/retiree - original copy of his/her Birth Certificate issued by LCR or PSA, or a photocopy of valid passport, or two (2) valid government-issued IDs with date of birth and signature; The original copy of the passport or government issued IDs must be presented.

d. Death Certificate of legal spouse issued by LCR or PSA, if married;

e. Notarized waiver in favor of the claimant with photocopy of two (2) valid government-issued IDs of the legal spouse with signature, if legal spouse is living;

f. Affidavit of the claimant stating that despite earnest efforts, the legal spouse cannot be located to sign a notarized waiver in favor of the claimant attested by two (2) disinterested persons and photocopy of their two (2) valid government-issued IDs, and;

g. Original copy of official Receipt of funeral expenses issued in the

name of the claimant.

Note: All Documents above should be in Original Copy. All pertinent documents such as Certificates of Birth,

Marriage and Death issued abroad must be authenticated by the Philippine Consular Office. For two (2) government issued IDs, at least one (1) ID must have photo

Step 1 Filing of Funeral Benefit Person in Charge: Frontline Service Personnel





submit complete documents, and get acknowledgement receipt.



Step 2 Processing of Funeral Benefit


Step 3 Releasing of Funeral Benefit




SurvivorshipBenefitNO FEES WILL BE COLLECTED

Schedule of Availability of Service:

Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break

Eligible to Avail of the Service:

Primarybeneficiaries:

1. Legal spouse; and2. Dependent legitimate, legally adopted or legitimated children, including

illegitimate children, who have not reached the age of majority, or, have reached the age of majority but incapacitated and incapable of self-support due to a mental or physical defect acquired prior to age of majority.

Secondarybeneficiaries(intheabsenceofprimarybeneficiaries):

3. The dependent parents and, subject to the restrictions on dependent children, the legitimate descendants.


1.Member/PensionerwithPrimaryBeneficiary/ies

a. Married

1) Duly accomplished Application Form for Survivorship Benefit;2) Death Certificate of member issued by LCR or PSA or

authenticated by Philippine Consular Office, if died abroad;3) Marriage Contract of deceased member issued by LCR or PSA;4) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form;5) Birth Certificate/s of minor/incapacitated children issued by LCR

or PSA;6) If surviving spouse is not a GSIS member - original copy of his/

her Birth Certificate issued by LCR or PSA or a photocopy of valid passport or two (2) valid government-issued IDs with date of birth and signature. The original copy of the passport or government issued IDs must be presented.

7) Court Order, or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification issued by the DSWD Office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent.


b. Single

1) Duly accomplished Application Form for Survivorship Benefit;2) Death Certificate of member issued by LCR or PSA or

authenticated by Philippine Consular Office, if died abroad;3) Birth Certificate/s of minor/incapacitated children issued by LCR

or PSA;4) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form;5) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form supported by a Report or Certification issued by the DSWD Office where the minor/incapacitated dependent child is residing or Court Order, if the guardian is not the natural parent; and

6) If guardian is not a GSIS member - original copy of his/her Birth Certificate issued by LCR or PSA, or photocopy of valid passport, or two (2) valid government-issued IDs with date of birth and signature.

2. MemberisSinglewithoutprimarybeneficiaryandsurvived by parents only

a. Duly accomplished Application Form for Survivorship Benefit;b. Death Certificate of member issued by LCR or PSA or

authenticated by Philippine Consular Office, if died abroad;c. Birth Certificate of member issued by LCR or PSA; andd. Birth Certificate of member’s surviving parents issued by LCR or

PSA or valid passport or two (2) valid government-issued IDs with date of birth and signature.

3. MemberisSinglewithoutprimarybeneficiaryandsurvived by siblings only

a. Duly accomplished Application Form for Survivorship Benefit;b. Death Certificate of member issued by LCR or PSA or

authenticated by Philippine Consular Office, if died abroad;c. Birth Certificate of member issued by LCR or PSA; d. Death Certificate of member’s parents issued by LCR or PSA;e. Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form; andf. Birth Certificate of member’s surviving heirs (siblings) issued by

LCR or PSA or valid passport or two (2) valid government-issued IDs with date of birth and signature.

Note: All Documents above should be in Original Copy. All pertinent documents such as Certificates of Birth, Marriage and Death issued abroad must be authenticated by the Philippine Consular Office.

For two (2) government issued IDs, at least one (1) ID must have photo


Step 1 Filing of Survivorship Benefit Person in Charge: Frontline Service Personnel

Step No. Applicant/Client

60 minutes*Proceed to the Information Center, secure a queue number for filing the application and wait to be called.**

30 minutesProceed to the assigned booth to submit complete documents, sign the tentative computation and get acknowledgement receipt.


Step 2 Processing of Survivorship Benefit


Step 3 Releasing of Survivorship Benefit




Disability claims Under RA 8291 (PPD and TTD)(Permanent Partial and Temporary Total Disability)


Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: All active government Employee who sustained illness/organ loss or injury considered as non- work-related (for TTD and PPD if with Leave of Absence Without Pay (LWOP) incurred after the duration of entitlement to the benefit ; Documentary Requirements:

A. Disability under TTD and PPD (Sickness/ Injury/ Organ Loss)

1. Duly filled up Report of Injury/Sickness 2. Duly accomplished Form for Income Benefit Claim for Payment,

Parts I and II; 3. Duly accomplished Form for Hospitalization Claim for Payment, Parts

I, II and III; 4. Hospital / Clinical records of confinement / consultation due to

claimed ailment such as but not limited to ( if applicable to the claimed illness/injury/organ loss) :

a. Clinical Abstract or Discharge Summary from the hospital/

Records of confinement b. Results of pertinent Diagnostic Examinations done ( depending

on the applied disability ) such as X- rays, laboratory Tests, Ultrasound, ECG, 2D Echo, CT Scan ,

MRI, etc. c. Histopathology/ Biopsy Report if done d. Record of Operation if done e. Certification from attending oncologist or record of radiation or

chemotherapy if applicable to the applied disability

5. Updated Service Record 6. Approved Sick Leave application signed by the employer indicating

dates of sick leave incurred relative to illness indicating absence of leave with pay and without pay and sick leave credit balance

7. Other documents/proofs that the GSIS may require to establish loss of income due to the Disability/impairment.




Step 1 Filing of Disability Claims under RA 8291 (PPD and PTD) Person in Charge: Frontline Service Personnel


60 minutes*1. Proceed to the Information Center and get

a queue number for filing the application and wait to be called.**




Step 2 Processing of Disability Claims under RA 8291 (PPD and TTD)


Step 3 Releasing of Disability Claims under RA 8291 (PPD and TTD)




Employees’ Compensation (EC) Claims under PD 626NO FEES WILL BE COLLECTED


1. Employee in the public sector who sustained illness or injury considered as work-related;

2. Beneficiary/ies of an employee in the public sector who died and the cause of death is work-related; and

3. Employee who is entitled to pension and/or medical reimbursement under PD 626.


1. Sickness

a. Duly accomplished Form for Income Benefit Claim for Payment, Parts I and II;

b. Duly accomplished Form for Hospitalization Claim for Payment, Parts I, II and III;

c. Hospital / Clinical records of confinement / consultation due to claimed ailment; and

d. Service Record with Certification indicating the specific dates and time of sick leave with and without pay signed by authorized officer.

2. Injury (Non-battle)



c. Hospital / Clinical records of confinement / consultation due to claimed ailment;

d. Service Record with Certification indicating the specific dates and time of sick leave with and without pay signed by authorized officer;

e. Certification under oath by Head of Office narrating in detail the circumstances surrounding the accident (e.g., time, date and place of accident and what employee was doing at the time of accident and reason or purpose for being there);

f. Affidavit of witness to the accident / incident; g. Travel / Mission Order / Personal Pass, if injury / accident happened

outside office premises; h. Police Accident / Investigation Report, if applicable (e.g. vehicular

accident, shooting incident, stabbing incident, etc.); and i. Line of Duty Board Proceedings for AFP members.


3. Wounded in Action (WIA)



c. Hospital / Clinical records of confinement / consultation due to claimed ailment;

d. Service Record with Certification indicating the specific dates and time of sick leave with and without pay signed by authorized officer;

e. Certification under oath by Head of Office narrating in detail the circumstances surrounding the accident (e.g., time, date and place of accident and what employee was doing at the time of accident and reason or purpose for being there);

f. Authenticated copy of Operations Center Journal Entry; g. Original or Authenticated copy of Spot Report; and h. Original or Authenticated copy of Progress Report.

4. Death Claim (Non-battle) - see requirements a - i for injury (Non Battle)

a. With primary beneficiary/ies

1) Death Certificate of member issued by LCR or PSA; 2) Marriage Contract of member issued by LCR or PSA; 3) Birth Certificate of legitimate minor / incapacitated children, 21

years old and below issued by LCR or PSA; 4) Birth Certificate issued by LCR or PSA, or valid passport, or two

(2) valid government-issued IDs with date of birth and signature, if spouse is not a GSIS member / pensioner;

5) Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form; and

6) Court Order or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification from DSWD office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent.

b. Secondary beneficiaries (parents and illegitimate children) - see

legal requirements a - i for injury (Non Battle)

1) Death Certificate of member issued by LCR or PSA; 2) Birth Certificate of member issued by LCR or PSA; 3) Birth Certificate issued by LCR or PSA or valid passport or two (2)

valid government-issued IDs with date of birth and signature, if parents are not GSIS members / pensioners;

4) Birth Certificate of illegitimate children 21 years old and below issued by LCR or PSA;

5) Affidavit of parents that member died single with or without illegitimate children and that they are wholly dependent upon the deceased for support;


6) Death Certificate of parents, if deceased; 7) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form for minor dependent child, if with minor / incapacitated children; and

8) Court Order or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification from DSWD office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent.

5. Killed in Action (KIA) with primary beneficiaries


b. Service Record with Certification indicating the specific dates and time of sick leave with and without pay signed by authorized officer;

c. Certification uner oath from the Head of Office / Commanding Officer narrating in detail the circumstances

surrounding the accident (e.g. time, date, place of accident, what employee was doing at the time of accident and reason or purpose of being there);

d. Authenticated copy of Operations Center Journal Entry; e. Original or Authenticated copy of Spot Report; f. Original or Authenticated copy of Progress Report; g. Original or Authenticated copy of Casualty Report; h. Death Certificate of member issued by LCR or PSA; i. Marriage Contract of member issued by LCR or PSA; j. Birth Certificate of legitimate minor / incapacitated children, 21

years old and below issued by LCR or PSA; k. Birth Certificate issued by LCR or PSA or valid passport or two (2)

valid government-issued IDs with date of birth and signature, if spouse is not a GSIS

member / pensioner; l. Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form; and m. Court Order or Affidavit of Surviving Legal Heirs / Surviving

Spouse / Guardianship Form supported by a Report or Certification from DSWD office where the minor /

incapacitated dependent child is residing, if the guardian is not the natural parent.

6. Killed in Action (KIA) with secondary beneficiaries (parents and

illegitimate children) - see requirements a - e, h for Killed in Action (KIA) with primary beneficiaries

a. Birth Certificate of member issued by LCR or PSA; b. Birth Certificate issued by LCR or PSA or valid passport or two (2)

valid government-issued IDs with date of birth and signature, if parents are not GSIS members / pensioners;


c. Birth Certificate of illegitimate minor / incapacitated children, 21 years old and below issued by LCR or PSA;

d. Affidavit of parents that member died single with or without illegitimate children and that they are wholly dependent upon the deceased for support;

e. Death Certificate of parents issued by LCR or PSA, if deceased; f. Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form for minor dependent child, if with minor / incapacitated children; and

g. Court Order or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification from DSWD office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent.

7. Death of PTD Pensioner (Transfer of Pension)

a. Duly accomplished Application Form for Income Benefit Claim for Payment, Part I only; and

b. Death Certificate of member-pensioner issued by LCR or PSA or authenticated by Philippine Consular Office, if died abroad.

If qualified for transfer of pension, the additional documents shall be

required:

a. Marriage Contract of deceased-pensioner issued by LCR or PSA;

b. Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form;

c. Birth Certificate issued by LCR or PSA or valid passport or two (2) valid government-issued IDs with date of birth and signature, if spuse is not a GSIS member / pensioner;

d. Birth Certificate of minor / incapacitated children issued by LCR or PSA; and

e. Court Order or Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship Form supported by a Report or Certification from DSWD office where the minor / incapacitated dependent child is residing, if the guardian is not the natural parent.




Step 1 Filing of Employees’ Compensation (EC) Claims under PD 626 Person in Charge: Frontline Service Personnel







Step 2 Processing of Employees’ Compensation (EC) Claims under PD 626


Step 3 Releasing of Employees’ Compensation (EC) Claims under PD 626 Maximum Processing Time: within 3 banking days after processing Person in Charge: Claims Processor



Pre-need Claims



1. For Edu-Child, planholder with fully paid and matured plan; 2. For College Education Assurance Plan (CEAP), Planholder with fully paid

and matured policy; and 3. For Memorial, planholder with fully paid account, and preferred to avail

of the Enhanced Optional Exit Mechanism (EOEM).


1. Edu-child

a. Availment of College Education Benefit (CEB)

1) For initial availment

a) Duly accomplished Application Form for Pre-Need Plans; b) Course Curriculum indicating the number of units and

subjects to be taken by the scholar; c) Certificate of Full Payment, if issued to the planholder; d) Official Receipt of the tuition and other standard school fees;

and e) Registration Form with Assessment/Schedule of Fees.

2) For succeeding availments

a) Duly accomplished Application Form for Pre-Need Plans; b) Registration Form with Assessment/Schedule of Fees; and c) Official Receipt of the tuition and other standard school fees.

b. Unavailed College Educational Benefit

1) Duly accomplished Application Form for Pre-Need Plans; and 2) Certificate of Full Payment (CFP), if issued to the planholder.

c. Unused Units/Retirement Benefit (10 years after graduation)

1) Duly accomplished Application Form for Pre-Need Plans; and 2) Transcript of Records.


2. Memorial Plan

a. Enhanced Optional Exit Mechanism (EOEM)

1) Duly accomplished Application Form for Pre-Need Plans; and 2) Certificate of Full Payment, if issued to the planholder.

b. Death Claim

1) Duly accomplished Application Form for Pre-Need Plans; 2) Death Certificate of planholder issued by LCR or PSA or

authenticated by Philippine Consular Office, if died abroad; 3) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form; 4) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form supported by a Report or Certification issued by the DSWD Office where the minor /

incapacitated dependent child is residing or Court Order,

if the guardian is not the natural parent; and 5) Certificate of Full Payment, if issued to the planholder.

3. College Education Assurance Plan (CEAP)

a. Duly accomplished Application Form for Pre-Need Plans. Note: All Documents above should be in Original Copy. See Other Pertinent Rules on Documentary


Step 1 Filing of Pre-need Claims Person in Charge: Frontline Service Personnel








Step 2 Processing of Preneed Claim


Step 3 Releasing of Preneed Claim Maximum Processing Time: within 3 banking days after processing Person in Charge: Claims Processor



Check ReplacementNO FEES WILL BE COLLECTED


Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:

1. Payee with stale check;2. Payee with erroneous name appearing in the check; and3. Heirs of payee who died before negotiating the check.


1. Check Release to Payee

a. Lost

1) Check Replacement Form (CRF); and2) Affidavit of Loss.

b. Damaged

1) CRF;2) Physical Check; and3) UMID, eCard or valid passport or two (2) valid government-

issued IDs with date of birth and signature.

c. Deceased Payee

1) CRF;2) Physical Check;3) Death Certificate issued by LCR or PSA or authenticated by

Philippine Consular Office if died abroad, if no claim for funeral benefit has been filed;4) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form, if no claim for survivorship benefit has been filed;

5) Birth Certificate issued by LCR or PSA or valid passport or two (2) valid government-issued IDs with date of birth and signature, if payee is not a GSIS member; and

6) Extra-judicial settlement among the legal heirs of the deceased.

d. Wrong Payee Name

1) CRF;2) Physical Check;3) Birth Certificate of the Payee issued by LCR or PSA; and4) UMID or eCard or valid passport or two (2) valid government-

issued IDs.GSIS Citizen’s Charter 29

e. Stale Check

1) CRF; and2) Physical Check.

2. Check with GSIS

a. Lost

1) CRF; and2) Notarized Incident Report prepared by the concerned personnel

with the custody of the check, duly noted by the DC, Officer I or Extension Head, whichever is applicable.

b. Deceased Payee

1) CRF;2) Death Certificate issued by LCR or PSA or authenticated by

Philippine Consular Office if died abroad, if no claim for funeral benefit has been filed;3) Affidavit of Surviving Legal Heirs / Surviving Spouse /

Guardianship Form, if no claim for survivorship benefit has been filed;

4) Birth Certificate issued by LCR or PSA or valid passport or two (2) valid government-issued IDs with date of birth and signature, if payee is not a GSIS member; and

5) Extra-judicial settlement among the legal heirs of the deceased.

c. Wrong Payee Name

1) CRF;2) Birth Certificate of the Payee issued by LCR or PSA; and3) UMID or eCard or valid passport or two (2) valid government-

issued IDs.

d. Stale Check

1) CRF Note: See Other Pertinent Rules on Documentary Requirements and List of Acceptable Government-issued IDs/Documents For two (2) government issued IDs, at least one (1) ID must have photo


Step 1 Filing of request for Check replacement Person in Charge: Frontline Service Personnel


60 minutes1. Proceed to the Information Center





Step 2 Processing request for Check replacement


Step 3 Releasing of Check replacement(Please see check releasing activity)





1. Payee of check; and 2. Duly authorized representative to claim check.


1. To Payee

a. Duly accomplished Check Delivery Receipt Form (CDRF); b. E-card / UMID card / valid passport or two (2) valid government-

issued IDs and photocopies of the same.

2. To Authorized Representative

a. Duly accomplished CDRF; b. Dated Written Authorization signed by the payee or duly notarized

Power of Attorney, if the payee is residing in the Philippines; For payees who cannot sign due to disability or other valid reason/s, notarized and dated letter of authority bearing the thumb or other finger mark affixed by both the payee and one witness to the thumb or other finger mark;

c. Special Power of Attorney (SPA) duly notarized in the Philippine Embassy where the payee is residing, if the payee is living abroad;

d. E-card or UMID card or valid passport or two (2) valid government-issued IDs of the payee and the representative and photocopies of the same, if residing in the Philippines; and

e. E-card or UMID card or valid passport or two (2) valid government-issued IDs of the representative and and photocopies of the same, if living abroad.



Check Releasing


Step 1 Filing for Check release Person in Charge: Frontline Service Personnel


*60 minutes1. Get a queue number from the

Information Center* , then proceed to the Check Releasing lounge and wait to be called.

* Time indicated depends on the number of transacting members on queue

Step 2 Check Releasing



30 minutes

1. Submit the accomplished CDRF to the releasing officer together with the photocopy of IDs.

2. Present original IDs, sign (or thumbmark if unable to sign) the CDRF

3. Check Release / Issuance of Official Receipt by Vendor ( shops for MVI claims )

* For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the Day performs the function.


Over-the-Counter (OTC) Loan Applications(Consolidated Loan, Emergency Loan, Policy Loan

[Regular/Optional], Pension Loan)NO FEES WILL BE COLLECTED


Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Filing of Loan Applications Thru OTC shall be allowed under any of the following conditions:

1. Active Members

1.1 With unreadable biometrics;1.2 With lost or defective/damaged eCard/UMID card; and1.3 Temporary Card with no RFID.

2. Old Age Pensioners

2.1 With unreadable biometrics or defective eCard/UMID card;2.2 With fully paid loans;2.3 With lost eCard (If UMID card, request for replacement and file

application through UMID compliant kiosk);2.4 Without Restructured Pensioners Loan (CLASP); and2.5 Without outstanding Stock Purchase Loan (SPL).2.6 PEL


1. If with eCard / UMID / Temporary Card

a. Duly accomplished Application Form. Note: eCard / UMID / Temporary Card should be presented.

2. If lost / defective / damaged eCard

a. Duly accomplished Application Form;b. Affidavit of Loss;c. Official Receipt issued by the servicing bank for replacement, if

UMID card; andd. Valid passport or two (2) valid government-issued IDs and

photocopies of the same. Original to be presented. Note: All Documents above should be in Original Copy. See Other Pertinent Rules on Documentary



Step 1 Filing of Over-the-Counter (OTC) Loan Applications (Consolidated Loan, Emergency Loan, Policy Loan [Regular/

Optional], Pension Loan) Person in Charge: Frontline Service Personnel


60 minutes*Proceed to the Information Center get a queue number, then proceed to the OTC booth/counter and wait to be called. .**

30 minutesProceed to the assigned booth/counter to submit complete documents, sign the tentative computation and get acknowledgement receipt.


Step 2 Processing of Over-the-Counter (OTC) Loan Applications


Step 3 Releasing of Over-the-Counter (OTC) Loan proceeds

Maximum Processing Time: within 3 banking days after approval of AAO Person in Charge: Partner Bank


UMID eCard Enrolment NO FEES WILL BE COLLECTED

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: Active members and pensioners with created membership/pensioner record. Documentary Requirements:

1. Duly accomplished UMID eCard Enrollment Form;2. eCard or valid passport or two (2) valid government-issued IDs and

photocopies of the same. Original to be presented. Note: See List of Acceptable Government-issued IDs / Documents For two (2) government issued IDs, at least one (1) ID must have photo Step 1 Filing for UMID eCard Enrolment Person in Charge: Frontline Service Personnel


60 minutes* Get a queue number from the eServices Unit/Information Center and wait to be called.**

* Time indicated depends on the number of transacting members on queue** For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the

Day performs the function. Step 2 Processing UMID eCard Enrolment PersoninCharge: EnrollmentOfficer


30 minutes

Submit the UMID application form together with the photocopies of the valid IDs to the Enrollment Officer.

Have the picture, signature and fingerprint biometrics taken by the Enrollment Officer.

Confirm the correctness of the information encoded in the enrollment system.

Note: Releasing of card is dependent on our partner banks (LBP & UBP). Members shall be notified upon availability of card.


UMID eCard Release NO FEES WILL BE COLLECTED

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: Active members and pensioners with created membership/pensioner record. Documentary Requirements:

1. If member/pensioner is claiming the card

1. Duly accomplished UMID eCard Release Form;2. Duly accomplished Request for Manual Activation Form (for

Temporary eCard); 3. Duly accomplished Bank Customer Information Record4. eCard or valid passport or two (2) valid government-issued IDs and

photocopies of the same. Original to be presented. Step 1 Filing of UMID eCard Release Person in Charge: Frontline Service Personnel


60 minutes*Upon receipt of SMS message on the availability of the card, proceed to the eServices Unit /Information Center to get a queue number and wait to be called.**


Day performs the function.

Step 2 Processing of UMID eCard Release PersoninCharge: CardReleasingOfficer


30 minutes

Present the required IDs and accomplished forms to the Releasing Officer.

If member/pensioner is claiming the card: receive the card and check readability of pin mailer and correctness of data on the card.

If LO is claiming the card, receive the card.GSIS Citizen’s Charter 37

Creation of Pensioner’s Record NO FEES WILL BE COLLECTED



1. Retired members who are about to receive pension;2. Surviving spouse qualified to receive survivorship pension; and3. Designated guardian of minor child/ren and/or incapacitated child/ren

who are qualified to receive dependent’s pension.


1. Duly accomplished Member Request Form; 2. UMID/eCard or valid passport or two (2) valid government-issued

IDs and photocopies of the same. Original to be presented.; and

Note: See List of Acceptable Government-issued IDs / Documents For two (2) government issued IDs, at least one (1) ID must have photo

Step 1 Filing of request for creation of pension Person in Charge: Frontline Service Personnel

Maximum Processing Time Procedure:ForCentralOffice(GSIS-Pasay)

*60 minutes Proceed to the Pensioners Lounge to get a queue number and wait to be called.

30 minutesSubmit the MRF together with the photocopies of the valid IDs to the Service Counter and wait for confirmation of the created record.

* Time indicated depends on the number of transacting members on queue



*60 minutesProceed to the Information Center/ Pensioner's Lounge to get a queue number and wait to be called.*

30 minutesSubmit the MRF together with the photocopies of the valid IDs to the Service Counter and get acknowledgment receipt.

* For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the


Step 2 Processing of request for creation of pension

Maximum Processing Time: 3 working days Person in Charge: Pension Claims Processor


Updating of Pensioner’s RecordNO FEES WILL BE COLLECTED

Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: 1. Pensioners who have to update personal information and status. Documentary Requirements:

1. Members Request Form (MRF); and2. If the request is to update civil status, Certificate of Marriage from

LCR/PSA or Decree for Nullity of Marriage; or3. If the request is to update address/contact number, UMID/eCard

or valid passport or two (2) valid government-issued IDs for confirmation of identity.

Note: See List of Acceptable Government-issued IDs / Documents For two (2) government issued IDs, at least one (1) ID must have photo Step 1 Filing of MRF for Updating of Pensioner’s Record



*60 minutes Proceed to the Pensioners Lounge to get a queue number and wait to be called.

30 minutesSubmit the MRF together with the photocopies of the valid IDs to the Service Counter and wait for confirmation of the updated record.

*Time indicated depends on the number of transacting members on queue

Maximum Processing Time Procedure:ForBranch/ExtensionOffices

*60 minutes Proceed to the Information Center to get a queue number and wait to be called.*





Step 2 Processing request for Updating of Pensioner’s Record

Maximum Processing Time: 3 working daysPerson in Charge: Membership Processor

Note: Pensioner’s shall be notified once pension record is updated



Request for Refund and Recomputation of claim(Premium, Loan and Housing Account)




Active members and pensioners with refundable accounts and claims adjustment Documentary Requirements:

Members Request Form (MRF)

Step 1 Filing of MRF for Refund and Recomputation of claims



60 minutes*Proceed to the Information Center get a queue number, then proceed to the assigned counter and wait to be called. .**

30 minutes Submit the MRF to the Service Counter and get acknowledgment receipt.

** Time indicated depends on the number of transacting members on queue** For Branch Offices with no Information Center, the Public Assistance and Complaints Desk (PACD) Officer of the


Step 2 Processing request for Refund and /or Recomputation of claim

Maximum Processing Time: 17 working daysPerson in Charge: BCRD-IRU /FSD-CLU Processor

Step 3 Releasing Refund and /or Recomputation of claim proceeds Maximum Processing Time: within 3 banking days after processingPerson in Charge: FSD-DC



Request for Reconciliation of Accounts (Premium and Loan Accounts)


Schedule of Availability of Service:Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:Active members and pensioners with Account issues Documentary Requirements:Members Request Form (MRF); Step 1 Filing of MRF for Accounts Reconciliation Person in Charge: Frontline Service Personnel


60 minutes*Proceed to the Information Center get a queue number, then proceed to the assigned counter and wait to be called. .**

30 minutes Submit the MRF to the Service Counter and get acknowledgment receipt.



Step 2 Processing request for Accounts Reconciliation Maximum Processing Time: 20 working daysPerson in Charge: BCRD-IRU Processor

Step 3 Releasing of SOA for Loan accounts



60 minutesProceed to the Information Center get a queue number, then proceed to the assigned counter and wait to be called. .*

30 minutes Receive SOA/FSOANote: Members shall be notified through call center as soon as updating is done. SOA/FSOA shall be endorsed

to Frontline personnel for release.


Agency Remittance and Individual Over the Counter Payment



1. Agency Remittance (Premiums and Loans) and GI / Motor Vehicle Insurance Payments - All government offices, LGUs’, DepEd and GOCCs

2. Individual Over the Counter Payments of Loans and General Insurance / Motor Vehicle Insurance Payments - All Active, Inactive Members and Pensioners

Documentary Requirements for OR issuance:

1. Agency Remittance - Online Collections (Payment thru Bank / LDDAP-ADA)

1a. For Agency Remittance (Premiums and Loans Repayments)

1) Two (2) copies of SOT (Summary of Totals/EBCS Transaction) - (for Agency and for GSIS)

2) Machine-validated copies of OnColl Payment slips /LDDAP-ADA as basis for OR issuance.

3) Agency’s Disbursement Vouchers

1b. For Agency Remittance - GI / Motor Vehicle Insurance Payments

1) Copy of Billing for Motor Vehicle Insurance / Order of Payment (issued by OUC)

2) Machine-validated copies of OnColl Payment slips /LDDAP-ADA as basis for OR issuance.

3) Agency’s Disbursement Vouchers

2. Agency Remittance (Premium and Loans) and GI / Motor Vehicle Insurance Payments - Payment thru Over the Counter

2a. For Agency Remittance - Premiums and Loans Repayments

1) Two (2) copies of SOT (Summary of Totals/EBCS Transaction) - (for Agency and for GSIS)

2) Agency’s Disbursement Vouchers and Check for payment3) Bank Advice

2b. For Agency Remittance - GI / Motor Vehicle Insurance Payments

1) Agency’s Disbursement Vouchers and Check for payment2) Billing (for GI / Motor Vehicle Insurance)


3. For Individual Over the Counter Payment (LOANS AND GI / Motor Vehicle Insurance PAYMENTS)

1) Statement of Account of Loan/s duly signed by the BCRD Personnel 2) Billing for GI/Motor Vehicle Insurance (for GI Payment)

3.2.1 Order of Payment (issued by OUC)3.2.2 Billing

Step 1 1. For Agency Remittance - Premiums and Loan Repayments

1) The Agency shall submit - Two (2) copies of SOT (Summary of Totals - EBCS Transaction) - (for Agency and for GSIS)

2) The Agency shall submit Machine-validated copies of OnColl Payment slips / LDDAP-ADA as basis for OR issuance. (If paid thru bank)

2. For Individual Over the Counter Payment (LOANS REPAYMENT)

1) The Payor shall secure a Statement of Account duly signed by the BCRD Personnel

2) The Payor shall fill out Application for Payment Form Persons in Charge: BCRD AND TU PERSONNEL


5 minutes* 1. Proceed to the Information Center and get a queue number and wait to be called.*

15 minutes* 2. Proceed to BCRD for approved SOA (for individual OTC).*

5 minutes*3. Proceed to the Treasury Unit - for

Confirmation of Payment and Processing of SOT (ZEBCS / ZCDRL / ZCDDP)

*Time indicated depends on the number of transacting members on queue

Step 2 Processing for OR Issuance Maximum Processing Time: 05 minutesPerson in Charge: Cashier


Step 1 3. For Agency Remittance - General Insurance / Motor Vehicle Payments

1) The Agency shall submit Machine-validated copies of OnColl Payment slips / LDDAP-ADA as basis for OR issuance.

2) The Agency shall bring copy of the billing for the GI / Motor Vehicle Insurance; Disbursement Vouchers and Check for payment

4. For Individual Over the Counter Payment (GI / Motor Vehicle

Insurance PAYMENTS)

1) The payor shall bring copy of the billing of GI / Motor Vehicle Insurance for issuance of Policy and Order of Payment

Persons in Charge: SBU Processor


5 minutes* 1. Proceed to the Information Center and get a queue number and wait to be called.*

1hr and 30 minutes* 2. Proceed to the SBU Processor for the issuance of Policy and Order or Payment.*


* Time indicated depends on the number of transacting members on queue Step 2 Processing for OR Issuance Maximum Processing Time: 05 minutesPerson in Charge: Cashier


Releasing of Title NO FEES WILL BE COLLECTED

Schedule of Availability of Service: Mondays through Fridays, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: All awardees / mortgagors with fully-paid housing loan account supported Notice to Claim Title Documentary Requirements:

Common Requirement/s for Release of Title to Awardees/Mortgagors with Fully Paid Housing Loan AccountsGovernment-Issued Identification (ID) card - at least 1 of the following (original and 2 photocopies): l e-Card l UMID l Passport


A. Original Awardee/Mortgagor

l Government Issued ID/s (please refer to list of IDs mentioned above) l Notice to claim Transfer Certificate of Title (TCT)

B. In case Awardee was married at the time of award and later on got

legally separated / marriage annulled

l Authenticated copy of court decision on the legal separation/ annulment stating the matrimonial regime and authenticated copy of the Order of Finality of the court decision

C. Authorized Representative / Buyer of Rights

Original and photocopy of Special Power of Attorney (SPA), duly notarized (with attached photocopy of ID/s of awardees/mortgagors), and complying with the following requirements:

a. The notarization date of the SPA should not be more than 12

months prior to the date of release of the Titleb. The SPA should contain specific provisions authorizing the

representative (or Attorney-in-Fact) to:

b.1 Claim and receive the Title in behalf of the Awardee/ Mortgagor

b.2 Sign relevant documents on behalf of the Awardee/Mortgagor


c. The SPA should be signed by the spouse of the Awardee/ Mortgagor, if applicable

d. If the SPA was executed outside the Philippines, it should be acknowledged before a Philippine Consul with red ribbon with jurisdiction in the area where the SPA was executed

D. In case Buyer of Rights could not locate the Original Awardee when

SPA is beyond one year from the executionDuly notarized affidavit attesting to the surrounding circumstances as to the fact of their transaction with the Original Awardee and possession over the subject property with Waiver and Quitclaim with a statement that that it holds the GSIS free and harmless against all actions, suits, damages, liabilities or claims of whatever kind and nature

l Deed of Transfer of Rights with attached two (2) valid IDs with ` signature of the original awardee, and the Buyer of Rights, and;

l Proof of Payments of monthly amortization

E. Surviving Heir/s of Awardees/MortgagorsAffidavit of Self-Adjudication (ASA) (Sole Surviving Heir)

1. Affidavit of Publication of the above affidavit2. Clippings from the newspaper where the ASA was published3. Death Certificate of awardee and/or spouse (Philippine Statistics

Authority [PSA] copy)4. Birth Certificate of child (PSA copy)5. Marriage Certificate of awardee and spouse (PSA copy)

Deed of Extrajudicial Settlement (EJS) covering the property subject of the fully paid Deed of Conditional Sale (DCS) / Real Estate Loan (REL) account

1. Affidavit of Publication of the Deed2. Clippings from the newspaper where the EJS was published3. Death Certificate of awardee and/or spouse (PSA copy)4. Birth Certificate/s of child/children (PSA copy)5. Marriage Certificate of awardee and spouse (PSA copy)

Step 1 Filing of request for release of TCT Person in Charge: Frontline Service Personnel


60 minutesProceed to the Information Center get a queue number, then proceed to the Housing Accounts Remedial and Titling Department, GSIS Pasay/SBU Branch Office



Step 2 Pre-Release counseling Person in Charge: Title Releasing Processor


60 minutes

Present Notice to Claim Transfer Certificate of Title to the Housing Accounts Remedial and Titling Department (HARTD), GSIS Pasay/ SBU Branch Office on the scheduled date as indicated in the Notice to Claim.

Submit to the concerned processor the required documents as mentioned above.

30 minutes

Undergo counselling on the steps to be taken in the transfer of title for DCS, or steps for the cancellation of mortgage annotation for REL.

Fill-out the Interview Sheet for Release of Title. Claimant will have the DAS/ROM notarized.

Step 3 Releasing of TCT Person in Charge: Title Releasing Processor


60 minutes

Submit notarized DAS/ROM.

Receive Transfer Certificate of Title

Picture taking of the awardee/mortgagor holding their Owner's Duplicate Copy of Title as proof of release of TCT


Request for Reconciliation of Housing Account




Housing Accounts Buyer/Borrowers Documentary Requirements:

Member’s Request Form




l Government Issued ID/s (please refer to list of IDs mentioned above)

B. In case Awardee was married at the time of award and later on got legally separated / marriage annulled

l Authenticated copy of court decision on the legal separation/

annulment stating the matrimonial regime and authenticated copy of the Order of Finality of the court decision



















1. Affidavit of Publication of the Deed2. Clippings from the newspaper where the EJS was published3. Death Certificate of awardee and/or spouse (PSA copy)4. Birth Certificate/s of child/children (PSA copy)

5. Marriage Certificate of awardee and spouse (PSA copy)

F. In case the account was restructured, submit notarized copy of restructuringdocuments-Affidavit,SupplementalAgreementorRestructuring Agreement


Step 1 Filing of Members Request Form (MRF) for Accounts Reconciliation






Step 2 Processing of Reconciled Housing Statement of Account Person in Charge: HARD Processor / BCRD-IRU Processor


20 Working Days

Reconcile Account

Notify member to submit lacking documents such as but not limited to proof of payments and documents mentioned above (if needed)

Step 3 Submission of Lacking Documents Person in Charge: HARD Processor / BCRD-IRU Processor


30 Minutes Submit lacking documents for validation


Step 4 Releasing of Housing Statement Of Account (SOA) Person in Charge: Frontline Service Personnel



30 minutes Receive SOA


Request for Housing Final Statement of Account


Schedule of Availability of Service:Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service:Housing Accounts Buyer/Borrowers Documentary Requirements:

Member’s Request Form




l Government Issued ID/s (please refer to list of IDs mentioned above)

B. In case Awardee was married at the time of award and later on got legally separated / marriage annulled

l Authenticated copy of court decision on the legal separation/

annulment stating the matrimonial regime and authenticated copy of the Order of Finality of the court decision



















1. Affidavit of Publication of the Deed2. Clippings from the newspaper where the EJS was published3. Death Certificate of awardee and/or spouse (PSA copy)4. Birth Certificate/s of child/children (PSA copy)

5. Marriage Certificate of awardee and spouse (PSA copy)

F. In case the account was restructured, submit notarized copy of restructuringdocuments-Affidavit,SupplementalAgreementorRestructuring Agreement


Step 1 Filing of MRF for Housing Final Statement of Account Person in Charge: Frontline Service Personnel


60 minutesProceed to the Information Center get a queue number, then proceed to the assigned counter and wait to be called.*



Step 2 Processing of Housing Final Statement of Account Person in Charge: HARD Processor / BCRD-IRU Processor


20 Working Days

Reconcile Account

Notify member to submit lacking documents such as but not limited to proof of payments and documents mentioned above (if needed)

Step 3 Submission of lacking documents Person in Charge: HARD Processor / BCRD-IRU Processor


30 Minutes Submit lacking documents for validation


Step 4 Releasing of Housing Final Statement of Account and Notice to Claim Title, if the account is fully paid / Await release of SOA showing balance still to be paid, if the account is not fully paid.



60 minutesProceed to the Information Center get a queue number, then proceed to the assigned counter and wait to be called.*

30 minutes Receive FSOA & Notice to Claim Title / SOA


Filing of Motor Vehicle Claims



Assured and/or Third Party Claimant


Basic Minimum Requirements

• Duly Notarized Driver’s Affidavit or Original Police Report• Copy of Vehicle’s OR/CR• Copy of Driver’s License & OR• Colored Photos of the vehicle involved showing the damaged

portion with the plate number:

a. Taken at the time of the accident, or b. If (a) is not possible, immediately after the accident

• Repair Estimate (1 if casa estimate; 2 for repair shop)• Additional Basic Requirement for Red Plate (Government Vehicle):

Trip Ticket or Memorandum of Receipt issued by the Agency, if the insured unit is assigned as a service vehicle to a particular employee of the agency or Acknowledgement Receipt of Equipment, if the insured unit is transferred from on agency to another.

Note: Notice/filing of Loss should be done within sixty (60) calendar days from the date of loss/accident or

discovery. The complete documents (Basic Minimum Requirements) must be submitted within forty five (45) days from notification/filing of loss.

Additional Documents Per Peril

A. Third Party (TP) Property Damage – Motor Vehicle (MV)

• Original copy of the Certificate of No Claim• Copy of the TP Vehicle’s OR/CR• Copy of TP Driver’s License & OR


• Colored Photos of the vehicle involved showing the damaged portion with the plate number:

a. Taken at the time of the accident, or b. If (a) is not possible, immediately after the accident

• Repair Estimate (1 if casa estimate; 2 for repair shop)Note: For TP claims with No LD claim, Basic Minimum Requirement Nos. 1-3, including Trip Ticket (for red plate)

should be submitted.

B. For TP Bodily Injury/Death Claim • Original Medical Certificate or Certified True Copy of Medical

Abstract for BI claim• Certified True Copy of the Hospital Billings or Statement of Account• Original Official Receipts or Invoices as proof of payment of the

Hospital Billings and medicines• Original Official Receipts or Invoices of Funeral and Burial expenses• Original Copy of the Death Certificate of the victim (s) issued by the

Philippine Statistics Authority• PSA Birth Certificate for minor or single victims• PSA Marriage Certificate of Parents for minor or single victims, or• Certification from a person of authority of minor’s guardian in the

absence of parents

Note: For TP claims with No LD claim, Basic Minimum Requirement Nos. 1-3, including Trip Ticket (for red plate) should be submitted.

C. For TP Property Claim Other than Motor Vehicle • Proof of ownership of the damaged property• Photographs of the damaged property• Estimate of repair of the damaged property

Note: For TP claims with No LD claim, Basic Minimum Requirement Nos. 1-3, including Trip Ticket (for red plate) should be submitted.

D. For Theft Claim

• Original or Certified True Copy of Alarm Sheet• Original or Certified True Copy of Complaint Sheet• Original Certificate of No Recovery• Outstanding Balance or Waiver from the mortgagee, if mortgage (to

be required upon receipt of acceptance of offer from the insured

E. Other Documentary Requirements:

• Copy of the Vehicle Sales Invoice (For new vehicles if CR and OR is not yet available)

• Copy of the Deed of Sale/Deed of Donation (in the event that the insured and the claimant are not one and the same)


• Original OR issued by the shop/casa as proof of payment of the repair cost for claims subject to reimbursement

• Statement of Account or waiver issued by the Mortgagee if insured vehicle is mortgaged and the policy contain a Mortgagee Clause. This is required in Constructive Total Loss (CTL) retained unit settlement

Step 1 Filing of Claim Person in Charge: Claims Central Receiver


30 minutes

Proceed to the Claims Department and get a queue number.

Register with the corresponding log book.

Submit the Notice of Loss (NOL) and basic documentary requirements as stated above.

Central Receiver shall:

1. Receive the notice of loss.2. Check/review the completeness of

the documents submitted.

If complete, proceed to Step 2;

If incomplete, return the documents to the assured and/or claimant and advised him or her of the deficiency of the documents and provide the checklist of the documentary requirements to the assured or claimant.

3. Log the notification in the registry which shall serve as constructive notice of the loss to GSIS to bar its 60-day prescription.

* Note: Notice/filing of Loss should be done within sixty (60) calendar days from the date of loss/accident or discovery. The complete documents (Basic Minimum Requirements) must be submitted within forty five (45) days from notification/filing of loss. Other documents may later be required based type of claims.


Step 2 Pre-processing Person in Charge: Claims Central Receiver


30 minutes

Log the claim in the transaction monitoring system.

Create the claim file.

Verify the existence of an effective policy.

If policy is verified, proceed to next step. If no policy, issue denial letter and end transaction.

Verify premium payment.

If premium is paid, proceed to next step. If premium is outstanding, issue denial letter and end transaction.

Submit the claim file to the concerned processor.

Step 3 Processing of Claim – Issuance of Letter of Authority (LOA) Person in Charge: Claims Processor


19 working days

Park the estimated loss reserve and request for posting.

Evaluate and process the claim.

Prepare the evaluation report and the Letter of Authority (LOA) or Letter Offer.

Issue and release the LOA to the casa/motor shop and the claimant.


Step 4 Processing of Payment Person in Charge: Claims Processor


20 working daysReceive the billing from casa/motor shop.

Process payment.


Application for Optional Non-Life Insurance (ONLI) Coverage (New/Renewal)

Products (for individuals) - Fire, Personal Accident, Motor Car Insurance

FEES: COMPUTED PREMIUM (CASH AND CARRY BASIS)


1. Active GSIS Members2. GSIS retirees/pensioners, their legitimate spouse, legitimate children,

and brothers and sisters of active GSIS members and of GSIS retirees/pensioners, parents of active members, children of single parent or unmarried active members acting as guardian for their relative, and members of the Board of Trustees of GSIS.


For Fire Insurance (New and Renewal)

• Completely filled out application form

For Motor Car Insurance

a. New Application

i. Completely filled out application form ii. OR & CR of vehicle or Sales Invoice (if vehicle is brand new) iii. Pictures of the four sides of the vehicle (if vehicle is not brand new) iv. If mortgaged, certification accepting GSIS as the insurer v. Copy of Deed of Sale (if applicable)

b. Renewal Application

i. Completely filled out renewal application form ii. If mortgaged, certification accepting GSIS as the insurer iii. Pictures of the four sides of the vehicle (if policy has expired)


For Personal Accident Insurance (New and Renewal)

• Completely filled out application form

Step 1 Filing of application (new or renewal) for ONLI cover



30 minutes

Proceed to the Information Center get a queue number, then proceed to the General Insurance Booth N1.

Wait for number to be called.


Step 2 Receiving of Applications

Person in Charge: Central Receiver


30 minutes

Submit the completely filled out application form and the required documents as mentioned above to the Marketing Receiving/Evaluation personnel.

Submit to the assigned Underwriting Staff.

*Note: ONLI products are on a cash-and-carry basis. All transactions must be paid within the day.

Step 3 Processing of Policy/Issuance of Bill



30 minutesProcess the ONLI application and issue the Bill.

Release the Bill to the client.


Step 4 Issuance of Order of Payment (OP)

Person in Charge: Insurance Support Staff


30 minutes

Client to proceed to Booth J1 or J2 and present the Bill.

Issue the OP and release to client for payment.

Step 5 Payment of Premium

Person in Charge: Cashier


60 minutes

Proceed to the Information Center get a queue number, then proceed to the Cashier.

Pay the premium due and receive the Official Receipt (OR).

Step 6 Printing and Release of Policy

Person in Charge: Marketing and Underwriting Staff


60 minutes

Proceed to the Information Center get a queue number, then proceed to the General Insurance Booth N2 or N3, GSIS Pasay/SBU Branch Office.

Present the OR to the assigned personnel.

Print and issue the policy.

Wait for name to be called and receive the insurance policy.

* Note: Printing of policy is subject to payment of the premium. Printing of policies with unpaid premiums is not allowed.


Feedback and Redress Mechanism

NO FEES WILL BE COLLECTED Schedule of Availability of Service: Monday to Friday, 8:00 a.m. to 5:00 p.m. with no noon break Eligible to Avail of the Service: All GSIS clients


Feedback Form

Duration:

2 minutes

Procedure 1: Feedback through the Officer of the Day

Step No.

Applicant/Client

Service Provider

Duration of Activity

Person in

ChargeForm

1

Proceed to the Public Assistance and Complaints Desk (PACD) and ask for the Officer of the Day.

Address any concern raised by the client and make a report of the incident as necessary.

N/A Officer of the Day

None

Procedure 2: Feedback through the drop box

Step No.

Applicant/Client

Service Provider


Person in Charge Form

1

Get Feedback Form from the Public Assistance and Complaints Desk (PACD).

Provide the form for client to fill out.

1 minute Frontline Staff Officer 1-3

Feedback Form


2

Accomplish form and put it in the drop box.

Assist the client in putting the accomplished form in the drop box

1 minute Frontline Staff Officer 1-3

Feedback Form

Procedure 3: Feedback through email

Step No.

Applicant/Client

Service Provider


Person in

ChargeForm

1

Write comments, feedback and suggestions and send through [email protected]

Respond to any concern sent by the client through email. (Processing time varies depending on the transaction)

N/A Contact Center Agent

None

Procedure 4: Feedback through Contact Center

Step No.

Applicant/Client

Service Provider


Person in

ChargeForm

1

Call the GSIS Contact Center at (+632) 8847-4747 or 1-800-8-847-4747 for Globe and TM Users or 1-800-10-8847-4747 for Smart/Sun/Talk 'N Text Users for queries, comments, feedback and suggestions.

Take the call and address any concern relayed by the client. (Processing time varies depending on the transaction)

N/A Contact Center Agent

None


Notes


Notes


Notes


Notes


Notes


GSIS Building, Financial Center, Roxas Boulevard, Pasay City 1308Contact Center: (+632) 8847-4747

Email: [email protected]