Citizens Charter

The GSIS Citizens Charter
Service Standards for Frontline Services

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14.
Filing of Compulsory and Optional Life Insurance Benets - Maturity/Cash Surrender Value/Termination Value Filing of Compulsory and Optional Life Insurance Benets - Death and Accidental Death Benets Over-the-Counter (OTC) Loan Applications Filing of Compulsory or Optional Retirement/ Permanent Total Disability Retirement/Separation Benets Filing of Survivorship Benet UMID eCard Enrolment UMID eCard Release Creation of Pensioners Record Updating of Pensioners Record Releasing of Checks Filing of Funeral Benet Check Replacement/Alteration Filing of Pre-need Claims Filing of Employees Compensation (EC) Claims under PD 626
GSIS Citizens Charter
Filing of Compulsory and Optional Life Insurance Benets (Maturity and Cash Surrender Value [CSV]; Termination Value [TV])
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:

for Maturity Benet 1. Active members with matured compulsory Life Endowment Policy (LEP) and/or optional life insurance (OLI) policy.
for CSV/TV Benet 1. 2. Active members with compulsory LEP, Enhanced Life Policy (ELP) and/or OLI policy who opted to resign, retire and separate due to disability. Active members with OLI policy who opted to terminate his/her policy before separation from service or maturity of the policy.
Documentary Requirements:
For Cash Surrender Value/Termination Value 1. 2. Application for Retirement and Other Social Insurance Benefit duly signed by member and authorized endorsing officer of Agency; and Certification of Last Day of Service.
Note: In the event of death prior to payment of benefit, benefit shall be payable to surviving legal heirs. Documentary requirements for LEP policy shall apply. For Maturity 1. Application for Retirement and Other Social Insurance Benefit duly signed by member. Note: In the event of death after maturity and prior to payment of benefit, benefit shall be payable to surviving legal heirs. Documentary requirements for LEP policy shall apply.
Duration:
21 minutes
Step No.
Applicant/Client Proceed to the Information Center and secure a queue number for filing the application and wait to be called.* Present all documents for validation of requirements.
Service Provider
Duration of Activity
Person in Charge
Fees
Form Application form and documentary requirements indicated. Application form and documentary requirements indicated.
Provide the queue number.
1 minute
Frontline Staff Officer 1-3
None
Ensure documents presented are complete.
Staff 5 minutes Frontline Officer 1-3
None
Secure tentative computation of the benefit claim.
Log on to SAP Prod and access the tentative computation of benefit using the BP number of the member.Print the Staff 5 minutes Frontline tentative computation Officer 1-3 and provide a copy to the member. Explain the computation which may vary due to date of computation. "Encode the claim in the Transaction Monitoring System (TMS). Access the TMS module and log in the user ID and password and create the transaction.
None
None
Secure acknowledgement receipt of filed claim.
Provide the claimant a copy of the TMS reference code, in case of verification/followup of status. Inform the claimant that he/ she will receive a text message or a call to pick up the check. (Processing time is within 60 days upon receipt of complete requirements).
10 minutes
None
None
End of Transaction * For Branch Offices with no Information Center, the Officer of the Day performs the function.
Filing of Compulsory and Optional Life Insurance Benets (Death and Accidental Death Benets [ADB not applicable to ELP])

1. Designated/Surviving heirs of active members with compulsory and/or optional life insurance policy who died while the policy is in force.
for Life Endowment Policy (LEP)/Optional 1. 2. 3. Affidavit of Death Claim (Application Form); Death Certificate of member issued by LCR/NSO; Birth Certificate/s issued by LCR/NSO of designated beneficiary/ies or two valid IDs with date of birth and signature; 4. Marriage Contract of female beneficiary/ies issued by LCR/NSO; 5. If with minor/incapacitated children, Affidavit of Guardianship; 6. If the legal guardian is not the natural parent, the affidavit should be supported by a Certification from the Barangay and DSWD; 7. Police investigation report (if death is due to accident); 8. Notice of Accidental Death; 9. Last Day of Actual Service (LDAS); and 10. Two (2) valid IDs of payee/s. for Enhanced Life Policy (ELP) Affidavit of Death Claim (Application Form); Death Certificate of member issued by LCR/NSO; Affidavit of Surviving Legal Heirs stating among others that affiants are the only surviving legal heirs of the deceased member, their date of birth and relationship to the deceased member and that they are executing the document for the purpose of claiming the benefit from GSIS; 4. If with minor/incapacitated children, Affidavit of Guardianship; 5. If the legal guardian is not the natural parent, the affidavit should be supported by a Certification from the Barangay and DSWD; 6. If member is married, Marriage Contract issued by LCR/NSO; 7. Birth Certificate/s of legal heir/s issued by NSO; 8. Marriage Contract of female heir/s issued by LCR/NSO; 9. Last Day of Actual Service (LDAS); and 10. Two (2) valid IDs of payee/s. 1. 2. 3.
Duration:
21 minutes
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form
Proceed to the Information Center and secure Provide the queue a queue number number. for filing the application and wait to be called.* Present all documents for validation of requirements. Ensure documents presented are complete. Log on to SAP Prod and access the tentative computation of benefit using the BP number of the member. Print the tentative computation and provide a copy to the member. Explain the computation which may vary due to date of computation. "Encode the claim in the Transaction Monitoring System (TMS). Access the TMS module and log in the user ID and password and create the transaction. Secure acknowledgement receipt of filed claim. Provide the claimant a copy of the TMS for the transaction reference code (in case of verification/ follow-up of status). Inform the claimant that he/she will receive a text message or a call to pick up the check. (Processing time is within 60 days upon receipt of complete requirements.)
Staff 1 minute Frontline Officer 1-3
None
Application for other social insurance benefit claim form. Application form and documentary requirements indicated.
5 minutes
None
5 minutes
None
None
10 minutes
None
None
Over-the-Counter (OTC) Loan Applications (Consolidated Loan, Emergency Loan, Educational Assistance Loan, Policy Loan [Regular/Optional], Pension Loan)

1. Active Members 1.1 with defective UMID eCard but with bank account 1.2 with Temporary eCard or eCard Plus 1.3 with lost eCard
2. Old Age Pensioners (for Pension Loan only) 2.1 with unreadable biometrics or defective eCard/UMID card 2.2 without Restructured Pensioners Loan (CLASP) 2.3 with fully paid loans 2.4 without outstanding Stock Purchase Loan (SPL) 2.5 with lost eCard
1. Duly accomplished loan application form; 2. E-card/UMID/Temporary Card (to be presented only); and 3. Receipt of request for eCard replacement from the bank. (for lost eCard)
Duration:
36 minutes
Step No.
Applicant/Client Proceed to the Information Center, secure a queue number for filing the application.*
Service Provider
Person in Charge Frontline Staff Officer 1-3
Fees
Form
Provide the queue number. Assist member at the kiosk to ascertain that the card or biometrics is unreadable.
1 minute
None
None
None 10 minutes Frontline Staff Officer 1-3 None
None Loan Application Form (Emergency Loan, Educational Assistance Loan, Policy Loan, Pension Loan)
Proceed to the Overthe-Counter booth and wait to be called.
Provide loan application form to the borrower.
Fill out a Loan Application Form and submit to the counter.
Ensure data in the loan application are complete. Indicate the reason for the unsuccessful attempts to transact at the kiosk in the application form. Provide tentative computation of loan proceeds. Inform the claimant that they will receive a text message once credited. (Processing time is within five days after approval of the AAO for active members; within three days for pensioners.) Encode the loan application in the Transaction Monitoring System (TMS). Provide acknowledgement receipt to client.
15 minutes
None
Loan Application Form (Emergency Loan, Educational Assistance Loan, Policy Loan, Pension Loan)
Sign tentative computation.
5 minutes
None
None
Secure acknowledgement receipt.
5 minutes
None
None
End of Transaction *For Branch Offices with no Information Center, the Officer of the Day performs the function.
Filing of Compulsory or Optional Retirement/Permanent Total Disability Retirement/Separation Benets (RA 8291, RA 660, PD 1146 & RA 1616)

1. 2. Active members who opted to resign, retire or separate under RA 8291, RA 660, RA 1616 and Portability; and 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).
Basic Requirements (for Compulsory, Optional, RA 1616, Disability and Portability) 1. 2. Application for Retirement and Other Social Insurance Benefit Claim; and Ombudsman Clearance
Additional Requirements
For Retirement (RA 1616) 1. 2. Gratuity Computation from Agency; and Approval of Agency Head
For Disability Retirement 1. Proofs of Disability - Parts I, II and III (Total and Permanent Disability Claim Form)
For Portability 1. Certification of SSS premium contributions indicating number and inclusive months of contributions signed by authorized SSS Officer 16 minutes
Duration:
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form Application for Retirement Benefit Claim and Total and Permanent Disability Forms (Part 1 and 2 if applicable) None
Proceed to the Information Center and secure a queue number Provide the queue number. for filing the application and wait to be called.* Present all documents for validation of requirements. Ensure documents presented are complete.
1 minute
Frontline Staff None Officer 1-3
5 minutes
Log on to SAP Prod and access the tentative computation of benefit using the BP number of the member. Print the tentative 5 minutes computation and provide a copy to the member. Explain the computation which may vary due to date of computation. "Encode the claim in Transaction Monitoring System (TMS). Access the TMS module and log in the user ID and password and create the transaction. Provide the claimant a copy of the TMS reference code (in 5 minutes case of verification/followup of status). Inform the claimant that he/she will receive a text or call to pick up the check. (Processing time is within 90 days upon receipt of complete requirements.)** End of Transaction
None
Secure acknowledgement receipt of filed claim.
None
* For Branch Offices with no Information Center, the Officer of the Day performs the function. ** As per Republic Act No. 10154, otherwise known as An Act Requiring All Government Agencies to Ensure the Early Release of the Retirement Pay, Pensions, Gratuities and Other Benefits of Retiring Government Employees, retirement benefits of retiring government employees shall be released to them within a period of thirty (30) days from the actual retirement date of the concerned employee. The employer-agency must, however, submit all requirements for purposes of retirement to the concerned agency at least ninety (90) days prior to the effectivity date of the retiree's retirement.
Filing of Survivorship Benet


Primary beneciaries: 1. 2. Legal spouse; and 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.
Secondary beneciaries: 3. Coverage 1. All primary and secondary beneficiaries residing in the Philippines or abroad who are existing survivorship pensioners or claiming for survivorship benefit; 2. Those who were receiving survivorship benefits but were suspended when the policy on the same was amended and implemented in August 2009; and 3. Those who applied for survivorship benefits but were disapproved due to the issuance/approval of Management Implementing Guidelines (MIG) 01-2009 dated October 22, 2009 that took effect as early as August 2009, and MIG 04-2010 dated April 26, 2010. The dependents parents and, subject to the restrictions on dependents children, the legitimate descendants.
Basic Documents: 1. 2. 3. 4. 5. If Married 1. 2. 3. 4. 5. 6. Marriage certificate between the deceased and his/her spouse issued by NSO; Affidavit of Surviving spouse; If spouse is not a GSIS member, Birth Certificate issued by NSO; Birth Certificate/s of minor/incapacitated children issued by NSO; If with minor/incapacitated children, Affidavit of Guardianship; and If the legal guardian is not the natural parent, the affidavit should be supported by a Certification from the Barangay and DSWD .
10 GSIS Citizens Charter
Application Form; Ombudsman Clearance; Death certificate of member/pensioner issued by the National Statistics Office (NSO); Last Day of Actual Service; and Two (2) valid IDs of payees.
If Single 1. 2. 3. If with minor/incapacitated children, Affidavit of Guardianship; If the legal guardian is not the natural parent, the affidavit should be supported by a Certification from the Barangay and DSWD; and If guardian is not a GSIS member, Birth Certificate issued by NSO.
If without primary beneciary (with Parents) 1. 2. 3. Birth Certificate of member issued by NSO; Marriage Contract of members parents issued by NSO; and Birth Certificate of members parents issued by NSO if parents are not GSIS members/pensioners.
If without primary beneciary (without Parents; with Siblings) 1. 2. 3. 4. 5. Birth Certificate of member issued by NSO; Marriage Contract of members parents issued by NSO; Death Certificates of members parents issued by NSO; Birth Certificate of members parents issued by NSO; Affidavit of Surviving Legal Heirs stating among others that affiants are the only surviving legal heirs of the deceased member, their date of birth and relationship to the deceased member and that they are executing the document for the purpose of claiming the benefit from GSIS; Birth Certificate of all the siblings of the deceased member issued by NSO; Marriage Contract of all the female siblings of the deceased member issued by NSO; and If with deceased brother or sister, extra judicial settlement among the legal heirs of the deceased brother / sister of the member designating one payee.
6. 7. 8.
Additional Requirements for Muslim Members 1. 2. Proof of Surviving legal heirs indicating all the wives and children If only one (1) spouse is claiming: submit duly notarized affidavit that her husband has no other marriages/wife 3. Court Order for Guardianship should be issued in the absence of parent for minor children 4. Application for survivorship must be duly endorsed by the office and a certification indicating the legal spouse/s and children/s of the deceased
Duration:
25 minutes
11
Step No.
Applicant/Client Proceed to the Information Center, secure a queue number for filing the application and wait to be called.* Present all documents for validation of requirements.
Service Provider
Person in Charge
Fees
Form
1 minute
Application for None survivorship benefit claim form.
Ensure documents presented are complete. Log on to SAP Prod and access the tentative computation of benefit using the BP number of the deceased member/ pensioner.
14 minutes
None None
Secure tentative computation of the benefit
None None
Print the tentative computation and provide the claimant a copy. And explain that 3 minutes Frontline Staff Officer 1-3 the computation may vary because of the date of computation. "Encode the claim in Transaction Monitoring System (TMS). Access the TMS module and log in the user ID and password and create the transaction.
None None
Secure acknowledgement receipt of filed claim
None None
12
UMID eCard Enrolment


Active members and pensioners with created membership/pensioner record.
Two (2) valid government issued Identification Cards (IDs)
Duration:
Step No.
12 minutes
Service Provider Duration of Activity Person in Charge Fees Form
Applicant/Client
Proceed to the UMID Enrolment Center.
None
Fill out the UMID Application Form and Bank Customer Information Record (CIR) for UBP and submit to the Enrollment Officer.
Verify the member's information based on accomplished UMID Application Form and IDs.
2 minutes
Enrollment Officer
None
UMID Application Form, Bank Customer Information Record (UBP)
"Log-on the UMID Enrollment System and encode the necessary member's information based on the accomplished form. 3 Have the picture, signature and fingerprint biometrics taken by the Enrollment Officer Capture the members/ pensioners photo, signature and fingerprint biometrics. Ensure that the members/ pensioners information, photo, and fingerprint biometrics are saved in the UMID Enrollment System. Inform the member that he/she will receive a text message upon availability of UMID eCard or temporary eCard*, while for pensioners at the Head Office, direct them to proceed to the UMID Release Center. End of Transaction *Turn-around time for UMID Card Production for members with CRN and Temporary eCard for active members with no Common Reference Number (CRN) is 7 working days. GSIS Citizens Charter 13 8 minutes Enrollment Officer None None
2 minutes
Enrollment Officer
None
None
UMID eCard Release


Active members and pensioners with created membership/pensioner record.
Two (2) valid government issued Identification Cards (IDs)
Duration:
Step No.
10 minutes
Duration Person in of Charge Activity
Applicant/Client Upon receipt of SMS message informing the member that the card is ready for pick up, proceed to the UMID Release Counter.
Service Provider
Fees
Form
None
None
Present your 2 valid government issued IDs.
Check the IDs presented and cross-reference against the list of available UMID Cards or Temporary eCards for release. Locate the physical envelope of the UMID card or Temporary eCard of the member. Hand over the UMID card or Temporary eCard to the member and have the member sign and indicate the date on the transmittal list. Advise member to check readability of PIN mailer and the correctness of data printed on the card. Inform the member that his/ her UMID eCard or Temporary eCard should be activated through the Kiosk or through manual activation by the Officer I or Manager. End of Transaction
3 minutes
eCard Releasing Officer
None
None
3 minutes
None
None
2 minutes
None
None
2 minutes
None
None
14
Filing of Pre-need Claims


1. 2. 3. 4. For Edu-Child, planholder with fully paid plan and whose plan matured and the scholar enrolled. For CEAP, Planholder with fully paid and matured policy. For Memorial, planholder with fully paid account, and preferred to avail of the EOEM For FHPP/HIP, planholder with active policy and updated premium payments (processing of claim is until June 2013)
A. Educhild I. Availment of College Educaton Benet (CEB) For 1st time enrolees 1. Application Form ; 2. Edu-child Plan Agreement, in case of loss, Affidavit of Loss; 3. Certificate of Full Payment (CFP); 4. Confirmation of Enrollment/Registrtaion Form; 5. Course curriculum indicating the number of units and subjects to be taken by the scholar; 6. Assessment/Schedule of Fees/Certificate of Matriculation; and 7. Official Receipt of the Tuition and other standard school fees. For succeeding availments 1. Application Form ; 2. Confirmation of Enrollment/Registrtaion Form; 3. Assessment/Schedule of Fees/Certificate of Matriculation; and 4. Official Receipt of the Tuition and other standard school fees. II. Unavailed College Educational Benet 1. 2. 3. III. Application Form ; Edu-child Plan Agreement, in case of loss, Affidavit of Loss; and Certificate of Full Payment (CFP).
Unused Units/Retirement Benet (10 years after graduation) 1. 2. 3. Application Form ; Transcript of Record (TOR); and Diploma.
15
B. Memorial Plan I. Enhanced Optional Exit Mechanism (EOEM) 1. 2. 3. 4. 5. Application Form ; Edu-child Plan Agreement, in case of loss, Affidavit of Loss; Certificate of Full Payment (CFP); Quit Claim Form; and Two (2) valid IDs of planholder.
II. Death Claim 1. 2. 3. 4. 5. Application Form ; Death Certificate of planholder issued by NSO; Memorila Plan Agreement, in case of loss, Affidavit of Loss; Certificate of Full Payment (CFP); Affidavit of Surviving Legal Heirs stating among others that affiants are the surviving legal heirs of the deceased member, their date of birth and relationship to the deceased; Birth Certificate/s issued by NSO or LCR of surviving legal heirs or two (2) valid IDs with date of birth and picture, if claimant is not a GSIS member; Marriage Contract of female legal heir/s issued by NSO; If with minor/incapacitated child/ren, Affidavit of Guardianship; If the legal guardian is not the natural parent, the affidavit should be supported by certification from the barangay and DSWD; and Two (2) valid IDs of payee/s.
6. 7. 8. 9. 10.
C. College Education Assurance Plan (CEAP) 1. 2. 3. Application Form ; Certificate of Coverage, in case of loss, Affidavit of Loss; and Birth Certificate of Grantee/Scholar.
D. Family Hospotalization Plus Plan (FHPP) - Non-Availment Bonus

D. Family Hospitalization Plus Plan (FHPP) - Non-Availment Bonus
1. 2.
Application Form; and Plan Agreement, in case of loss, Affidavit of Loss. 11 minutes
Duration:
16
Step No.
Applicant/Client Proceed to the Information Center, secure a queue number for filing the application and wait to be called.* Present all documents for validation of requirements.
Service Provider
Person in Charge Frontline Staff Officer 1-3
Fees
Form Application Form for Educhild/ Memorial/ CEAP/FHPP/ HIP Application Form for Educhild/ Memorial/ CEAP/FHPP/ HIP
1 minute
None
Ensure documents presented are complete. 5 minutes
None
"Encode the claim in theTransaction Monitoring System (TMS). Provide the claimant a copy of the TMS for the transaction reference code (in case of verification/followup of status). Inform the claimant that he/ she will receive a copy of the claim voucher to pick up the check. (Processing time is within 60 days upon receipt of complete requirements).
5 minutes
None
None
17
Creation of Pensioners Record


1. 2. 3. Retired members who are about to receive pension Surviving spouse qualified to receive survivorship pension Designated guardian of minor child/ren and/or incapacitated child/ren who are qualified to receive dependents pension
1. 2. 3. 4. Retirement/Survivorship Benefit Voucher; Application for Resumption of Pension; Two (2) valid IDs (including E-Card); and In case of guardians, Court Order and Barangay/DSWD Certification. 12 minutes
Duration:
18
Procedure: For Branch/Extension Offices Step No. Applicant/Client Proceed to the GSIS Information Counter and get a queue number and Application for Resumption of Pension.* Service Provider Duration of Activity Person in Charge Fees Form
1 minute
None
Application for Resumption of Pension
Fill out the Application for Resumption/Transfer of Pension and submit to servicing counter
Ensure documents presented are complete. Validate the data in the SAP system and the documents presented.
3 minutes
None
Encode the request in the Transaction Monitoring System (TMS). For those without eCard, inform member that the Secure acknowledgement the GSIS will inform him/ receipt of filed request. her to come back once the record has been created for UMID enrollment. (Processing time is within 15 working days).
8 minutes
None
None
End of Transaction * For Branch Offices with no Information Center, the Officer of the Day performs the function. Procedure: For Central Office (GSIS - Pasay) Duration: 10 minutes Step No. Applicant/Client Proceed to the Pensioners Lounge and get a queue number. Service Provider Duration of Activity 1 minute Person in Charge Frontline Staff Officer 1-3 Fees Form Application for Resumption of Pension
Provide the form for applicant to fill out. Ensure documents presented are complete. Validate the data in the SAP system and the documents presented.
None
Fill out the Application for Resumption/Transfer of Pension and submit to Service Counter.
3 minutes
None
Encode the request in the Transaction System Secure acknowledgement Monitoring (TMS). Inform the receipt of filed request. member to proceed to eCard enrolment unit (if no eCard).
6 minutes
None
None
End of Transaction
19
Updating of Pensioners Record


1. 2. Pensioners who have to update address, civil status and other personal data; and Active member/pensioners who wanted to update his/her multiple status (active/old age pensioner/survivorship pensioner/guardian).
1. 2. Members Request Form (MRF); and Documents to support the request (e.g. Marriage Contract/Decree for Nullity of Marriage, if the request is to update civil status). 7 minutes
Duration:
20
Procedure: For Branch/Extension Offices Step No. Applicant/Client Service Provider Duration of Activity Person in Charge Fees Form
Proceed to the GSIS Information Center Provide and get a Member's the queue Request Form (MRF) number. and a queue number.* Fill out the MRF and wait for the queing number to be called. Submit the MRF together with the supporting documents to the servicing officer
1 minute
None
Member's Request Form (MRF)
3 minutes
None
Encode the request in the Transaction Monitoring System (TMS).
3 minutes
None
None
End of Transaction * For Branch Offices with no Information Center, the Officer of the Day performs the function. Procedure: For Central Office (GSIS - Pasay) Duration: 6 minutes Step No. Applicant/Client Proceed to the Pensioners Lounge and get a queue number. Service Provider Provide the form for applicant to fill out. Duration of Activity Person in Charge Frontline Staff Officer 1-3 Fees Form Member's Request Form (MRF)
1 minute
None
Verify the pensioners Present documents to information the Service Counter. based on the documents presented Log-on to SAP/EJAR and update SAP Record/ Enrolment System.
2 minutes
None
3 minutes
None
None
End of Transaction
21
Releasing of Checks

1. Payee of check; and 2. Duly authorized representative to claim check.
If payee 1. 2. 3. 4. Check Delivery and Release Form (CDRF); eCard/UMID card or two (2) valid government issued Identification Cards (IDs); Photocopy of IDs presented; and Quit Claim (for Enhanced Optional Exit Mechanism).
If authorized representative
1. 2. Check Delivery and Release Form (CDRF); Written authority signed by the payee designating his/her representative to receive check in his/her behalf and certifying that the specimen signature appearing on the authorization is that of his/her authorized representative or Special Power of Attorney (SPA) issued by Philippine Consulate; Two (2) valid government issued IDs with photo and signature of the payee and photocopies of the same, if written authority is presented; Two (2) valid government issued IDs with photo and signature of the representative and photocopies of the same; and Signed Quit Claim (for Enhanced Optional Exit Mechanism).
3. 4. 5.
Duration:
13 minutes
22
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form
Proceed to the GSIS Information Center to get a queue number for the release of check.*
Check if client has the required documents: valid IDs and/or authorization letter. Give queue number and instruct to get copy of Check details.
5 minutes
None
None
Proceed to Counter to get copy of Check details. Get and fill out Check Delivery and Release Form.
Print copy of Check details and give to client together with the Check Delivery Receipt Form
2 minutes
None
Check Delivery and Release Form
Proceed to check releasing counter and present Check details.
Take Check details and advise member to wait until the name is called.
1 minute
None
Check Delivery and Release Form
Submit the Check Delivery and Release Form to the releasing officer together with the photocopy of IDs when name is called.
Check the filled out form for the completeness of data and authenticity of IDs/documents presented and identity of the claimant.
4 minutes
None
None
Sign the release form to acknowledge release of check
Release the check.
1 minute
None
None
23
Filing of Funeral Benet


1. 2. Surviving Spouse; Any of the following persons who can present receipt/s of expenses, provided that the surviving spouse, if still living, has acknowledged that this person shouldered the funeral expenses: a) Children of the deceased member or pensioner; b) For single deceased member or pensioner, relatives up to second degree of consanguinity; and c) Any claimant other than children.
1. If claimant is the spouse Death Certificate issued by the Local Civil Registrar (LCR) or NSO; Marriage Contract of member issued by NSO; Birth Certificate of spouse issued by the NSO or LCR or two (2) valid government issued IDs with date of birth and picture if claimant is not a GSIS member; and d. Certification of Last Day of Actual Service (LDAS), if member died in active service. 2. If claimant is other than the spouse a. b. c. d. e. f. Affidavit of Funeral Expenses; Death Certificate of member issued by the Local Civil Registrar (LCR) or NSO; Death Certificate of spouse issued by the Local Civil Registrar (LCR) or NSO; If legal spouse is living, duly notarized waiver of the legal spouse in favor of the claimant; Two (2) valid IDs of the legal spouse with signature; If claimant is not a GSIS member, Birth Certificate of claimant issued by the NSO/LCR or two (2) valid government issued IDs with date of birth and signature; Official Receipt issued to the claimant; and Certification of Last Day of Actual Service (LDAS), if member died in active service. a. b. c.
g. h.
Note: 1. 2. 3.
Additional documents may be required by the Operating Unit Concerned (OUC) if documents submitted have discrepancies (e.g. name, appellation) Original documents should be submitted by the claimant. If photocopy, original should be presented to the Frontline Staff for authentication. Additional documents may be required by the OUC if with adverse claim. 9 minutes
Duration:
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form
Proceed to the Information Center, secure Provide the queue a queue number for filing number. the application and wait to be called.*
1 minute
None
None
Present all documents for Ensure documents validation of requirements. presented are complete.
3 minutes
None
None
"Encode the claim in the Transaction Monitoring System (TMS). Provide the claimant a copy of the TMS reference code (in case of verification/follow-up of status). Inform the claimant that he/she will receive a copy of the claim voucher to pick up the check. (Processing time is within 30 days upon receipt of complete requirements)." End of Transaction * For Branch Offices with no Information Center, the Officer of the Day performs the function.
5 minutes
None
None
25
Check Replacement/Alteration

1. 2. 3. Payee with stale check; Payee with erroneous name appearing in the check; and Heirs of payee who died before negotiating the check.
1. Stale/Erroneous Name of Payee/Lost a. Application for Check Replacement/Alteration; b. Physical Check, if released; and c. Affidavit of Loss, if check is lost. 2. Replacement due to death of payee * ALL CHECKS EXCEPT EDUCHILD/CEAP a. Application for Check Replacement/Alteration; b. Physical Check, if released; c. Death Certificate of payee issued by NSO or LCR; d. Affidavit of Surviving Legal Heirs stating among others that affiants are the surviving legal heirs of the deceased member, their date of birth and relationship to the deceased; e. Birth Certificate/s issued by NSO or LCR of surviving legal heirs or two (2) valid IDs with date of birth and picture, if claimant is not a GSIS member; f. Marriage Contract issued by NSO or LCR of married female heirs; g. Affidavit of Guardianship for minor or incapacitated heir/s. If the guardian is not the natural parent, the affidavit must be supported by a Certification from the DSWD and Barangay that the child/ren is/are in his/her custody; and h. Extrajudicial Settlement among the legal heirs designating one payee . * FOR EDUCHILD/CEAP CHECKS If scholar is of major age a. Application Form; b. Physical Check, if released; and c. Death Certificate of payee issued by NSO or LCR. If scholar is minor a. Application Form; b. Physical Check, if released; c. Death Certificate of payee issued by NSO or LCR; d. Affidavit of Guardianship; and e. If the legal guardian is not the natural parent, the affidavit should be supported by certification from the barangay and DSWD.
Duration:
9 minutes
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form
Proceed to the Information Center, secure a queue number for filing the application and wait to be called.*
1 minute
None
Application Form for check replacement
Present all documents for validation of requirements.
3 minutes
None
Application Form for check replacement
Encode the claim in theTransaction Monitoring System (TMS). Provide the claimant a copy of the TMS for the transaction reference code (in case of Secure acknowledgement verification/follow-up receipt of filed claim of status). Inform the claimant that he/she will receive a copy of the claim voucher to pick up the check. (Processing time is within 60 days upon receipt of complete requirements).
5 minutes
None
None
27
Filing of Employees Compensation (EC) Claims under PD 626


1. 2. 3. Employee in the public sector who sustained illness or injury considered as workrelated. Beneficiary/ies of an employee in the public sector who died and the cause of death is work-related. Employee who is entitled to pension and/or medical reimbursement under PD 626.
A. Sickness Income Benet (SIB) Claim 1. Income Benefit Claim for Payment, Parts I and II; 2. Hospitalization Claim for Payment, Parts I, II and III; 3. Service Record if claimant is uniformed personnel of AFP, PNP, BJMP and BFP; 4. Hospital/Clinical records of confinement/consultation due to claimed ailment; 5. Certification from agency re: Leave of absences with and without pay; 6. Chest X-ray Film with result, if any; 7. ECG Tracing and result, if any; 8. Statement of accounts with itemized list and cost of all charges from the hospital; and 9. EC Reimbursement Form with official receipts of all hospital/medical expenses (original with signature of claimant at the back of the ORs).
B. Claim caused by Injury/Accident 1. Income Benefit Claim for Payment, Parts I and II; 2. Hospitalization Claim for Payment, Parts I, II and III; 3. Service Record if claimant is uniformed personnel of AFP, PNP, BJMP and BFP; 4. Hospital/Clinical records of confinement/consultation due to claimed ailment; 5. Certification from agency re: Leave of absences with and without pay; 6. Certification under oath by Head of Office stating the time, place, date, reasons/purposes for being at the place of accident and circumstances surrounding the accident/incident; 7. Affidavit of witnesses to the accident/incident; 8. Time Card/Record of Attendance (original or certified copy); 9. Police Accident/Investigation Report (original or certified copy); 10. Travel/Mission Order/Personnel Pass (original or certified copy); 11. Casualty Report/After Battle Report/Line of Duty Board Proceedings for AFP members; and 12. NAPOLCOM Adjudication Award for PNP members.
C. Death (in active service) i. With primary beneficiary/ies 1. Death Certificate of member issued by NSO; 2. Marriage Contract of member issued by NSO; 3. Birth Certificate of member for uniformed of AFP, PNP, BFP and BJMP issued by NSO; 4. Birth Certificate of legitimate minor/incapacitated children, 21 years old and below issued by NSO; 5. Birth Certificate of spouse issued by NSO, if claimant is not GSIS member; 6. Affidavit of Surviving Spouse; 7. Affidavit of Guardianship; and - If cause of death is sickness, refer to A - If cause of death is injury/accident, refer to B. ii. Secondary (parents and illegitimate children) 1. Death Certificate of member issued by NSO; 2. Marriage Contract of parents issued by NSO; 3. Birth Certificate of member issued by NSO; 4. Birth Certificate of parents and illegitimate minor children 21 years old and below issued by NSO (incl born 1945); 5. Affidavit of parents that member died single with or without illegitimate children and that they are wholly dependent from deceased for support; 6. Affidavit of Guardianship; and - If cause of death is sickness, refer to A - If cause of death is injury/accident, refer to B. D. Death of a Permanent Total Disability (PTD) Pensioner - Death Certificate issued by NSO Notes: a) b) c)
d) e) f)
Other documents may be required by the Medical/Legal Evaluator to determine compensability of claim Additional documents may be required by the OUC if documents submitted are with discrepancies (e.g. name, appellation) Original documents should be submitted by the member/claimant, if photocopy, original should be presented to the Frontline Staff for authentication except medical records which may be authenticated by the authorized official of the concerned hospital Additional documents may be required by the OUC if with adverse claim For approved Permanent Total Disability pensioners, a Medical Progress Report should be submitted yearly If member dies while claim is being processed, additional death requirements shall be required by the OUC 16 minutes
Duration:
29
Step No.
Applicant/Client
Service Provider
Person in Charge
Fees
Form
Proceed to the Information Center, secure a queue number for filing the application and wait to be called.*
1 minute
None
Prescribed Forms under PD 626
Present all documents for validation of requirements.
10 minutes
None
Prescribed Forms under PD 626
"Encode the claim in the Transaction Monitoring System (TMS). Provide the claimant a copy of the TMS for the transaction reference code (in case of verification/followup of status). Inform the claimant that he/ she will receive a copy of the claim voucher to pick up the check. (Processing time is within 60 days upon receipt of complete requirements).
5 minutes
None
None
30

Citizens Charter

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Citizens Charter

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The GSIS Citizens Charter

Service Standards for Frontline Services

GSIS Citizens Charter

Eligible to Avail of the Service:

GSIS Citizens Charter

Provide the queue number.

Frontline Staff Officer 1-3

Ensure documents presented are complete.

Staff 5 minutes Frontline Officer 1-3

Secure tentative computation of the benefit claim.

Secure acknowledgement receipt of filed claim.

Frontline Staff Officer 1-3

GSIS Citizens Charter

Eligible to Avail of the Service:

GSIS Citizens Charter

Staff 1 minute Frontline Officer 1-3

Frontline Staff Officer 1-3

Secure tentative computation of the benefit claim.

Frontline Staff Officer 1-3

Frontline Staff Officer 1-3

GSIS Citizens Charter

Eligible to Avail of the Service:

GSIS Citizens Charter

Person in Charge Frontline Staff Officer 1-3

None 10 minutes Frontline Staff Officer 1-3 None

Proceed to the Overthe-Counter booth and wait to be called.

Provide loan application form to the borrower.

Fill out a Loan Application Form and submit to the counter.

Frontline Staff Officer 1-3

Sign tentative computation.

Frontline Staff Officer 1-3

Secure acknowledgement receipt.

Frontline Staff Officer 1-3

GSIS Citizens Charter

Eligible to Avail of the Service:

GSIS Citizens Charter

Frontline Staff None Officer 1-3

Frontline Staff None Officer 1-3

Secure tentative computation of the benefit claim.

Frontline Staff None Officer 1-3

Secure acknowledgement receipt of filed claim.

Frontline Staff None Officer 1-3

GSIS Citizens Charter

Filing of Survivorship Benet

Eligible to Avail of the Service:

GSIS Citizens Charter

Provide the queue number.

Frontline Staff Officer 1-3

Application for None survivorship benefit claim form.

Frontline Staff Officer 1-3

Secure tentative computation of the benefit

Staff 2 minutes Frontline Officer 1-3

Secure acknowledgement receipt of filed claim

Staff 5 minutes Frontline Officer 1-3

GSIS Citizens Charter

UMID eCard Enrolment

Eligible to Avail of the Service:

Proceed to the UMID Enrolment Center.

UMID Application Form, Bank Customer Information Record (UBP)

UMID eCard Release

Eligible to Avail of the Service:

Present your 2 valid government issued IDs.

eCard Releasing Officer

eCard Releasing Officer