as of 16 November 2017

GSIS Citizen’s Charter

VISION

By 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.

MISSION

GSIS 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 VALUES

Professionalism
Love of Country
Integrity
Service Excellence
Spirituality
Innovation
Teamwork
 THE GSIS CITIZEN’S CHARTER

Service Standards for Frontline Services

1. Filing of Compulsory or Optional Retirement/Permanent Total Disability

Retirement/Separation Benefits
2. Filing of Compulsory and Optional Life Insurance Benefits - Maturity/Cash
Surrender Value/Termination Value
3. Filing of Compulsory and Optional Life Insurance Benefits - Death and
Accidental Death Benefits
4. Filing of Funeral Benefit
5. Filing of Survivorship Benefit
6. Filing of Pre-need Claims
7. Filing of Employees’ Compensation (EC) Claims under PD 626
8. Check Replacement
9. Check Releasing
10. Filing of Over-the-Counter (OTC) Loan Applications
11. UMID eCard Enrolment
12. UMID eCard Release
13. Creation of Pensioner’s Record
14. Updating of Pensioner’s Record
15. Request for Reconciliation of Housing Account
16. Request for Release of Title
17. Feedback and Redress Mechanism

Annexes

1. Other Pertinent Rules on Documentary Requirments (for Social

Insurance Claim Benefits Only)
2. List of Acceptable Government Issued Identification Card (IDs) /
Documents
Frontline Service:

Filing of Compulsory or Optional Retirement/Permanent Total

Disability Retirement/Separation Benefits(RA 8291, RA 660, PD
1146, RA 1616 & RA 7699)

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 theprescriptive 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, RA 1616) / Separation Benefit (RA 8291)

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); and
c. Declaration of Pendency / Non-pendency of Case (DPNPC) Form (date
administered / notarized should be on or after receipt ofnotification from
GSIS).

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; and
d. DPNPC Form (date administered / notarized should be on or after receipt
of notification from GSIS).
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 byauthorized SSS Officer;
c. Service Record with LWOP Certification (indicating the specific dates and
time of LWOP); and
d. DPNPC Form (date administered / notarized should be on or after receipt
of notification from GSIS).

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 21 minutes

Procedure:

Person
Step Applicant/ Service Duration of
in Fees Form
No. Client Provider Activity
Charge
1. Application
Proceed to the Form for
Information a. Retirement /
Center and Separation /
Frontline
secure a Provide Life Insurance
Staff
1 queue number the queue 1 minute None Benefits
Officer
for filing the number. b. Disability Benefit
1-3
application c. Retirement
and wait to be Benefit Under
called.* RA 7699
2. DPNPC Form
Ensure
documents
presented
Present all are Frontline Application form
documents for complete. Staff and documentary
2 5 minutes None
validation of Provide the Officer requirements
requirements. member 1-3 indicated.
a list of
documents
submitted.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge

Log on to SAP
Prod and accessthe
tentative computation
of benefit using the
BP number of the Frontline
Secure tentative
member. Print the Staff
3 computation of 5 minutes None None
tentative computation Officer
the benefitclaim.
and provide a copyto 1-3
the member. Explain
the computation which
may vary due to date
of computation.

Encode the claim in

TransactionMonitoring
System (TMS).
Access the TMS
module and log
in the user ID and
password andcreate
the transaction.
Provide the claimant
a copy of the TMS
reference code (in
case of verification/
Secure Frontline
follow-up ofstatus).
acknowledgement 10 Staff
4 Inform the claimant None None
receipt of filed minutes Officer
that he/she will receive
claim. 1-3
a text or call to submit
the declaration of
pendency or non
pendency prior
ecrediting of proceeds.
(Processing time is
within 30 days** upon
receipt of complete
requirements except
for Permanent Total
Disability whichis
within 60 days)

End of Transaction

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

Frontline Service:
Filing of Compulsory and Optional Life Insurance Benefits
[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 Benefit

1. Active members with matured compulsory Life Endowment Policy
(LEP) and/or Optional Life Insurance (OLI) policy; and
2. Inactive members with matured compulsory Life Endowment Policy
(LEP) and/or Optional Life Insurance (OLI) policy with unclaimed
benefit.

for CSV/TV Benefit

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 Life Endowment Policy (LEP) and/
or Optional Life Insurance (OLI) policy with unclaimed benefit.

Documentary Requirements:

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

Insurance Benefits; and
b. Service Record with LWOP Certification (indicating the specific dates
and time of LWOP).
Note: See Other Pertinent Rules on Documentary Requirements and List of
Acceptable Government-issued IDs/Documents

Duration: 21 minutes
Procedure:

Step Applicant/ Service Duration Person in

Fees Form
No. Client Provider of Activity Charge

Proceed to the
Information Application
Center and Form for
secure a Frontline Retirement
Provide the
1 queue number 1 minute Staff None / Separation
queue number.
for filing the Officer 1-3 / Life
application Insurance
and wait to be Benefits
called.*

Application
Present all Ensure
Frontline form and
documents for documents
2 5 minutes Staff None documentary
validation of presented are
Officer 1-3 requirements
requirements. complete.
indicated.

Log on to
SAP Prod
and access
the tentative
computation
of benefit
using the BP
Secure number of the
tentative member. Print Frontline
3 computation the tentative 5 minutes Staff None None
of the benefit computation Officer 1-3
claim. and provide
a copy to
the member.
Explain the
computation
which may vary
due to date of
computation.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge

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.
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
Secure receive a letter on the Frontline
acknowledgement status of the claim 10 Staff
4 None None
receipt of filed and that the proceeds minutes Officer
claim. will be credited to 1-3
the eCard account,
but for members
without UMID/eCard
accounts, he/she will
have to pick up the
check.
(Processing time
for Compulsory Life
Insurance is within 30
days while processing
time for Optional
Life Insurance is
within 60 days upon
receipt of complete
requirements).

End of Transaction

*For Branch Offices with no Information Center, the Public Assistance and
Complaints Desk (PACD) Officer of the Day performs the function.
Frontline Service:
Filing of Compulsory and Optional Life Insurance Benefits
[Death and Accidental Death Benefits (ADB not applicable to ELP)]

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. 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. Birth Certificate/s issued by LCR or PSA or valid passport or two (2) valid
government-issued IDs with date of birth and signature, if designated
beneficiary/ies / payee/s is/are not GSIS member;
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)
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. Birth Certificate/s issued by LCR or PSA or valid passport or two (2) valid
government-issued IDs with date of birth and signature, if designated
beneficiary/ies / payee/s is/are not GSIS member; and
g. Marriage Contract of female beneficiary/ies issued by LCR or PSA.

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 25 minutes

Procedure:

Step Service Duration Person in

Applicant/Client Fees Form
No. Provider of Activity Charge

Application
Ensure
Form and
Present all docu- documents Frontline
documenta-
2 ments for validation presented 9 minutes Staff Officer None
ry require-
of requirements. are com- 1-3
ments
plete.
indicated.

Application
Ensure
Form and
Present all docu- documents Frontline
documenta-
2 ments for validation presented 9 minutes Staff Officer None
ry require-
of requirements. are com- 1-3
ments
plete.
indicated.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge

Log on to SAP Prod

and access the tentative
computation of benefit
using the BP number of the Frontline
Secure tentative
member. Print the tentative Staff
3 computation of the 5 minutes None None
computation and provide Officer
benefit claim.
a copy to the member. 1-3
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.
Provide the claimant a
copy of the TMS for the
transaction reference code
Secure (in case of verification/ Frontline
acknowledgement follow-up of status). Inform 10 Staff
4 None None
receipt of filed the claimant that he/she minutes Officer
claim. will receive a copy of the 1-3
claim voucher to pick up
the check. (Processing
time for Compulsory Life
Insurance is within 30
days while processing
time for Optional Life
Insurance is within 60 days
upon receipt of complete
requirements).
End of Transaction

*For Branch Offices with no Information Center, the Public Assistance a

Complaints Desk (PACD) Officer of the Day performs the function.
Frontline Service:

Filing of Funeral Benefit

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. Surviving Spouse;
2. 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.

Documentary Requirements:

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

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. Birth Certificate/s issued by LCR or PSA or valid passport or two (2) valid
government-issued IDs with date of birth and signature, if designated
beneficiary/ies / payee/s is/are not GSIS member;
d. Death Certificate of legal spouse issued by LCR or PSA, if married;
e. Notarized waiver in favor of the claimant with 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 their two (2) valid
government-issued IDs, if the legal spouse cannot be located; and
g. Official Receipt of funeral expenses issued in the name of the claimant.

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 15 minutes

Procedure:

Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
Proceed to the
Information
Frontline Application
Center, secure
Provide the queue Staff Form for
1 a queue number 1 minute None
number. Officer Funeral
for filing the
1-3 Benefit
application and
wait to be called.*

Frontline Application
2 Present all
Ensure documents 9 Staff Form and
documents for None
presented are minutes Officer documentary
validation of
complete. 1-3 requirements
requirements.
indicated.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
Encode the claim
in the Transaction
Monitoring System
(TMS).
Provide the
claimant a copyof
the TMS reference
code (in case of
Secure Frontline
verification/follow
acknowledgement 5 Staff
3 up of status). Inform None None
receipt of filed minutes Officer
the claimant that he/
claim 1-3
she will receive a
copy of the claim
voucher to pick up
the check.
(Processing time is
within30 days upon
receipt of complete
requirements).

End of Transaction

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

Filing of Survivorship Benefit

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:

Primary beneficiaries:

1. Legal spouse; and

2. 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 beneficiaries:

3. The dependents parents and, subject to the restrictions on dependents

children, the legitimate descendants.

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.
Documentary Requirements:

1. Member/Pensioner with Primary Beneficiary/ies

a. Married

1) Duly accomplished Application Form for Survivorship Benefit;

2) Death Certificate of member issued by 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) Birth Certificate/s 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; and
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.

a. Single

1) Duly accomplished Application Form for Survivorship Benefit;

2) Death Certificate of member issued by 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) Birth Certificate/s issued by LCR or PSA, or valid passport, or two
(2) valid government-issued IDs with date of birth and signature, if
guardian is not a GSIS member.
2. Member is Single without primary beneficiary and survived by
parents only

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 of member issued by LCR or PSA; and
4) 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. Member is Single without primary beneficiary and survived by

siblings only

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 of member issued by LCR or PSA;
4) Death Certificate of member’s parents issued by LCR or PSA;
5) Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship
Form; and
6) 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.

4. Release of Pension Credited to E-card Account after Death

1) Member’s Request Form (MRF)

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 30 minutes
Procedure:

Duration Person
Step Service
Applicant/Client of in Fees Form
No. Provider
Activity Charge
1. Application Form
for Survivorship
Benefit
2. Affidavit of
Surviving Legal
Proceed to the
Heirs / Surviving
Information
Frontline Spouse /
Center, secure Provide
Staff Guardianship
1 a queue number the queue 1 minute None
Officer Form
for filing the number.
1-3
application and
or
wait to be called.*
If release of
Pension Credited
to E-card:
Member’s Request
Form
Present all Ensure Frontline
Application Form
documents for documents 14 Staff
None and documentary
2 validation of presented minutes Officer
requirements
requirements. are 1-3
indicated.
complete.
Log on to
SAP Prod
andaccess
the tentative
computation
of benefit
using the
BP number
of the
deceased
member/
Frontline
Secure tentative pensioner.
Staff
3 computation of Print the 5 minutes None None
Officer
the benefit tentative
1-3
computation
and provide
the claimant
a copy. And
explain
that the
computation
may vary
because of
the date of
computation.
 Step Duration of Person in
Applicant/Client Service Provider Fees Form
No. Activity Charge

Encode the claim in the

Transaction Monitoring
System (TMS). Access
the TMS module and
log in the user ID and
password andcreate
the transaction.
Provide the claimant
a copy of the TMS
referencecode, in
Secure Frontline
case ofverification/
acknowledgement Staff
4 follow-up of status. 10 minutes None None
receipt of filed Officer
Inform the claimant
claim 1-3
that he/she will receive
a copy of the claim
voucher to pick up the
check.(Processing
time is within 60 days
for member-spouse
and 90 days for non
member-spouse upon
receipt of complete
requirements).

End of Transaction

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

Filing of Pre-need Claims

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. For Edu-Child, planholder with fully paid plan and whose plan matured
and the scholar enrolled;
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).

Documentary Requirements:

1. Edu-child
a. Availment of College Education Benefit (CEB)

1) For initial payment

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.

4. Family Hospitalization Plus Plan (No Availment Bonus)

a. Duly accomplished Application Form for Pre-Need Plans.

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 11 minutes
Procedure:

Duration
Step Service Person
Applicant/Client of Fees Form
No. Provider in Charge
Activity

Application
Form for Pre-
Need Plans

Proceed to the If with

Information Memorial
Frontline
Center, secure a Plan availing
Provide the Staff
1 queue number 1 minute None Death Claim:
queue number. Officer
for filing the Affidavit of
1-3
application and Surviving
wait to be called.* Legal Heirs
/ Surviving
Spouse /
Guardianship
Form

Frontline Application
Present all Ensure
Staff Form and
documents for documents 5 minutes None
2 Officer documentary
validation of presented are
1-3 requirements
requirements. complete.
indicated.
 Duration
Step Service Person
Applicant/Client of Fees Form
No. Provider in Charge
Activity
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/
follow up of
status). Inform
the claimant
Secure that he/she will Frontline
acknowledgement receive a copy Staff
3 5 minutes None None
receipt of filed of the claim Officer
claim voucher and 1-3
that proceeds
will be credited
to his/her UMID/
eCard account,
but for members
without UMID/
eCard accounts,
he/she will
have to pick
up the check.
(Processing time
is within 60 days
upon receipt
of complete
requirements).
End of Transaction

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

Filing of Employees’ Compensation (EC) Claims under PD 626

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. 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.

Documentary Requirements:

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. Hospitalization / 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.

2. Injury (Non-battle)

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. Hospitalization / 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;
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)

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. Hospitalization / 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;
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 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 a GSIS member / pensioner;
4) Birth Certificate of legitimate minor / incapacitated 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

a. Duly accomplished Form for Income Benefit Claim for Payment,

Parts I and II;
b. Service Record with Certification indicating the specific dates and
time of sick leave with and without pay;
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, 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 a GSIS member / pensioner;
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:

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

d. Affidavit of Surviving Legal Heirs / Surviving Spouse / Guardianship
Form;
e. 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;
f. Birth Certificate of minor / incapacitated children issued by LCR or
PSA; 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.

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Docume
Duration: 16 minutes

Procedure:

Duration Person
Step Service
Applicant/Client of in Fees Form
No. Provider
Activity Charge
1. Form for
Income Benefit
Claim for
Payment,
Parts I and II
2. Form for
Proceed to the Hospitalization
Information Claim for
Frontline
Center, secure Provide Payment,
Staff
1 a queue number the queue 1 minute None Parts I, II and
Officer
for filing the number. III, if applicable
1-3
application and 3. Affidavit of
wait to be called.* Surviving
Legal Heirs
/ Surviving
Spouse /
Guardianship
Form, if
applicable
 Duration Person
Step Service
Applicant/Client of in Fees
No. Provider Form
Activity Charge

Present all Ensure Frontline Application Form

documents for documents 10 Staff and documentary
2 None
validation of presented are minutes Officer requirements
requirements. complete. 1-3 indicated.

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
Secure Frontline
receive a copy
acknowledgement Staff
3 of the claim 5 minutes None None
receipt of filed Officer
voucher and
claim 1-3
that proceeds
will be credited
to his/her
UMID/eCard
account, but
for members
without
UMID/eCard
accounts, he/
she will have
to pick up
the check.
(Processing
time is within
60 days upon
receipt of
complete
requirements).

End of Transaction

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

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

Documentary Requirements:
1. Check Release to Payee

a. Lost

1) Check Alteration and Replacement Form (CARF); and

2) Affidavit of Loss.

b. Damaged

1) CARF;
2) Physical Check; and
3) UMID, eCard or valid passport or any two (2) valid government-
issued IDs with date of birth and signature.

c. Deceased Payee

1) CARF;
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) CARF;
2) Physical Check;
3) Birth Certificate of the Payee issued by LCR or PSA; and
4) UMID or eCard or valid passport or two (2) valid government-
issued IDs.

e. Stale Check

1) CARF; and
2) Physical Check.

2. Check with GSIS

a. Lost

1) CARF; and
2) 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) CARF;
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 a
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) CARF;
2) Birth Certificate of the Payee issued by LCR or PSA; and
 3) UMID or eCard or valid passport or two (2) valid government-
issued IDs.
d. Stale Check
1) CARF

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Documents

Duration: 9 minutes
Procedure:

Duration
Step Applicant/ Service Person in
of Fees Form
No. Client Provider Charge
Activity

1. Check
Alteration
and
Proceed to the
Replacement
Information
Form
Center, secure
Frontline 2. Affidavit of
a queue number Provide the
1 1 minute Staff None Surviving
for filing the queue number.
Officer 1-3 Legal Heirs
application
/ Surviving
and wait to be
Spouse /
called.*
Guardianship
Form, if
applicable

Application
Present all Ensure
Frontline Form and
documents for documents
2 3 minutes Staff None documentary
validation of presented are
Officer 1-3 requirements
requirements. complete.
indicated.
 Duration
Step Applicant/ Service Person in
of Fees Form
No. Client Provider Charge
Activity
Encode the
claim in the
Transaction
Monitoring
System
(TMS).
Provide the
claimant a
copy of the
TMS for the
transaction
reference
code (in case
Secure
of verification/ Frontline
acknowledgement
3 follow-up of 5 minutes Staff None None
receipt of filed
status). Inform Officer 1-3
claim
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).

End of Transaction

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

Check Releasing

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. Payee of check; and

2. Duly authorized representative to claim check.

Documentary Requirements:

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. Written Authorization signed by the payee or duly notarized Power of
Attorney, if the payee is residing in the Philippines;
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 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 two (2) valid government-issued IDs of the
representative and and photocopies of the same, if living abroad.

3. To Liaison Officer
a. Duly accomplished CDRF; and
b. Liaison Officer’s ID.

Note: See Other Pertinent Rules on Documentary Requirements and List of

Acceptable Government-issued IDs/Docume

Duration: 15 minutes
Procedure:

Person
Step Applicant/ Duration
Service Provider in Fees Form
No. Client of Activity
Charge
Check if client
Proceed to has the required
the GSIS documents:
Frontline
Information valid IDs and/or
Staff
1 Center to get a authorization letter. 5 minutes None None
Officer
queue number Give queue number
1-3
for the release and instruct to
of check.* get copy of Check
details.
Proceed to
Counter to get Print copy of Check
Frontline Check
copy of Check details and give to
Staff Delivery
2 details. Get and client together with 2 minutes None
Officer Receipt
fill out Check the Check Delivery
1-3 Form
Delivery and Receipt Form
Release Form.
Form for
Proceed to Check
Take Check details Frontline
check releasing Delivery
and advise member Staff
3 counter and 1 minute None Receipt and
to wait until the Officer
present Check documentary
name is called. 1-3
details. requirements
indicated.
Check the filled
out form for the
Submit the
completeness of
Check Delivery
data and authenticity
and Release
of IDs/documents Frontline
Form to the
presented and Staff
4 releasing officer 6 minutes None None
identity of the Officer
together with the
claimant. 1-3
photocopy of IDs
Capture the photo
when name is
of the claimant
called.
and save in the
database.
Sign the
release form
and place Frontline
thumbprint Staff
5 Release the check. 1 minute None None
on the space Officer
provided to 1-3
acknowledge
release of check
End of Transaction

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

Filing of Over-the-Counter (OTC) Loan Applications

(Consolidated Loan, Emergency Loan, Educational Assistance Loan,
Policy Loan [Regular/Optional], Pe

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

1.1 With unreadable biometrics;

1.2 With lost or defective/damaged eCard/UMID card; and
1.3 With old eCard (blue), Temporary eCard or eCard Plus with no RFID.

2. Old Age Pensioners (for Pension Loan only)

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 ki
2.4 Without Restructured Pensioners Loan (CLASP); and
2.5 Without outstanding Stock Purchase Loan (SPL).

Documentary Requirements:

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; and
d. Valid passport or two (2) valid government-issued IDs.
Note: See Other Pertinent Rules on Documentary Requirements and List of
Acceptable Government-issued IDs

Duration: 36 minutes

Procedure:
Step Applicant/ Duration Person in
Service Provider Fees Form
No. Client of Activity Charge

Proceed
to the
Information
Center, Frontline
Provide the
1 secure 1 minute Staff None None
queue number.
a queue Officer 1-3
number for
filing the
application.*

Assist member
at the kiosk to
ascertain that the None
card or biometrics
is unreadable.

Provide loan
application form
to the borrower.

If unreadable,
advise member
Proceed to to proceed to
the Over-the- the Office of Frontline
Application
2 Counter booth Department/ 10 minutes Staff
Form for
and wait to be Branch Manager Officer 1-3
Conso/
called. to recapture Policy/
and rewrite None
Calamity/
their biometrics. Ed
(The concerned ucational
Manager Assistance
certifies
in the loan
application that
the biometrics
were recaptured
and rewriting/
validation was
undertaken.)
 Step Applicant/ Duration Person in
Service Provider Fees Form
No. Client of Activity Charge

Ensure data
in the loan
application Application
are complete. Form for
Indicate the Conso/
Fill out a Loan
reason for the Policy/
Application Frontline
unsuccessful Calamity/
3 Form and 15 minutes Staff None
attempts to Ed
submit to the Officer 1-3
transact at the ucational
counter.
kiosk in the Assistance/
application form. Pension
Provide tentative Loan
computation of
loan proceeds.

Inform the claim-

ant that they will
receive a text
message once
credited. (Pro- Frontline
Sign tentative
4 cessing time is 5 minutes Staff Offi- None None
computation.
within three days cer 1-3
after approval
of the AAO for ac-
tive members and
pensioners.)

Encode the loan

application in the
Transaction Mon-
Secure Frontline
itoring System
5 acknowledge- 5 minutes Staff Offi- None None
(TMS). Provide
ment receipt. cer 1-3
acknowledge-
ment receipt to
client.

End of Transaction

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

UMID eCard Enrolment

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. Duly accomplished Bank Customer Information Record; and
3. Two (2) valid government issued Identification Cards (IDs).

Note: See List of Acceptable Government-issued IDs / Documents

Duration: 12 minutes

Procedure:

Duration
Step Service Person in
Applicant/Client of Fees Form
No. Provider Charge
Activity

Proceed to the
1 UMID Enrolment None
Center.

Fill out the UMID Verify the

Application member’s UMID
Form and Bank information Application
Customer based on Enrollment Form, Bank
2 2 minutes None
Information Record accomplished Officer Customer
(CIR) and submit UMID Information
to the Enrollment Application Record
Officer. Form and IDs.
 Duration
Step Applicant/ Person in
Service Provider of Fees Form
No. Client Charge
Activity
Log-on the UMID
Enrollment System
and encode the
necessary member’s
information based
on the accomplished
Have the form.
picture, Capture the
signature and member’s/
fingerprint pensioner’s Enrollment
3 8 minutes None
biometrics photo, signature Officer
taken by the and fingerprint
Enrollment biometrics. Ensure
Officer that the member’s/
pensioner’s
information, photo,
and fingerprint
biometrics are
saved in the UMID
Enrollment System.
Inform the member
that he/she will
receive a text
message or an
UMID
electronic mail
Application
through the AAO
Form,
upon availability Enrollment
4 2 minutes None Bank
of UMID eCard or Officer
Customer
temporary eCard*,
Information
while for pensioners
Record
at the Head Office,
direct them to
proceed to the UMID
Release Center.
End of Transaction

*Turnaround time for UMID Card Production for members with Common Reference
Number (CRN) and Temporary eCard for active members with no CRN is 7 working
days.
Frontline Service:

UMID eCard Release

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 Delivery and Release Form;

2. Duly accomplished Request for Manual Activation Form (for Temporary
eCard); and
3. Two (2) valid government issued Identification Cards (IDs).

Note: See List of Acceptable Government-issued IDs / Documents

Duration: 10 minutes

Procedure:

Duration
Step Service Person in
Applicant/Client of Fees Form
No. Provider Charge
Activity
Upon receipt of SMS None None
message informing
the member that
1 the card is ready for
pick up, proceed to
the UMID Release
Counter.
Present your 2 valid Check the IDs 3 eCard None UMID eCard
government issued presented and minutes Releasing Delivery and
IDs and UMID cross-reference Officer Release
eCard Delivery against the list Form,
2 and Release Form of available Request
including Request UMID Cards for Manual
for Manual Activation or Temporary Activation (for
(for Temporary eCards for Temporary
eCard). release. eCard)
Step Applicant/ Duration Person in
Service Provider Fees Form
No. Client of Activity Charge

Locate the physical 3 minutes eCard None None

envelope of the UMID Releasing
3 card or Temporary Officer
eCard of the member.

Hand over the UMID 2 minutes eCard None None

card or Temporary Releasing
eCard to the member Officer
and have the member
sign and indicate the
date on the transmittal
4 list. Advise member
to check readability
of PIN mailer and the
correctness of data
printed on the card.

5 Inform the member that 2 minutes eCard None None

his/her UMID eCard Releasing
or Temporary eCard Officer
should be activated
through the Kiosk
or through manual
activation by the Officer
I or Manager and, for
first time eCard holders,
uploading of bank
account is 3-5 banking
days.

End of Transaction
Frontline Service:

Creation of Pensioner’s Record

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. Retired members who are about to receive pension;

2. Surviving spouse qualified to receive survivorship pension; and
3. Designated guardian of minor child/ren and/or incapacitated child/ren
who are qualified to receive dependent’s pension.

Documentary Requirements:

1. Retirement/Survivorship Benefit Voucher;

2. Application for Resumption of Pension;
3. Two (2) valid IDs (including E-Card); and
4. In case of guardians, Court Order and Barangay/DSWD Certification.

Note: See List of Acceptable Government-issued IDs / Documents

Duration: 10 minutes for Central Office

12 minutes for Branch/Extension Office

Procedure: For Central Office (GSIS - Pasay)

Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
Proceed to the Provide the form for 1 minute Frontline None Application
PensionersLounge applicantto fill out. Staff for
1
and get a queue Officer Resumption
number. 1-3 of Pension
Fill out the Ensure documents 3 Frontline None Application
Application for presentedare minutes Staff for
Resumption/ complete. Validate Officer Resumption
2 Transfer of the data in the 1-3 of Pension
Pension and SAP system and
submit to Service the documents
Counter. presented.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
Secure Encode the request 6 minutes Frontline None None
acknowledgement in the Transaction Staff
receipt of filed Monitoring System Officer
3 request. (TMS). Inform the 1-3
member to proceed to
eCardenrolment unit
(if no eCard).
End of Transaction

Procedure: For Branch/Extension Offices

Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
1 Proceed to the Provide the queue 1 minute Frontline None Application
GSIS Information number. Staff for
Counter and get Officer Resumption
a queue number 1-3 of Pension
and Application
for Resumptionof
Pension.*
2 Fill out the Ensure documents 3 Frontline None Application
Application for presentedare minutes Staff for
Resumption/ complete. Validate Officer Resumption
Transfer of the data in the SAP 1-3 of Pension
Pension and system and the
submit to documents presented.
servicing counter.

3 Secure Encode the request 8 Frontline None None

acknowledgement in the Transaction minutes Staff
receipt of filed Monitoring System Officer
request. (TMS). For those 1-3
without eCard, inform
the member that the
GSIS will inform him/
her to come back
once the record has
been created for
UMID enrollment.
(Processing time is
within 5 working days).
End of Transaction

*For Branch Offices with no Information Center, the Public Assistance and
Complaints Desk (PACD) Officer of the Day performs the function.
Frontline Service:
Updating of Pensioner’s Record 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 address, civil status and other personal
data; and
2. Active member/pensioners who wanted to update his/her multiple status
(active/old age pensioner/survivorship pensioner/guardian).

Documentary Requirements:

1. Members Request Form (MRF); and

2. Documents to support the request (e.g. Marriage Contract/Decree for
Nullity of Marriage, if the request is to update civil status).

Duration: 6 minutes for Central Office

7 minutes for Branch/Extension Office

Procedure: For Central Office (GSIS - Pasay)

Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge
Proceed to the Frontline Member’s
Pensioners Provide the form for Staff Request
1 1 minute None
Lounge and get a applicant to fill out. Officer Form
queue number. 1-3 (MRF)
Verify the
Frontline Member’s
Present pensioner’s
Staff Request
2 documents to the information based 2 minutes None
Officer Form
Service Counter. on the documents
1-3 (MRF)
presented.
Log-on to SAP/ Frontline
EJAR and update Staff
3 3 minutes None None
SAPRecord/ Officer
Enrolment System. 1-3
End of Transaction
Procedure: For Branch/Extension Offices

Duration Person
Step Service
Applicant/Client of in Fees Form
No. Provider
Activity Charge
Proceed to the GSIS
Information Center Frontline
and get a Member’s Provide the Staff Member’s
1 minute
Request Form queue number. Officer Request
1 None
(MRF) and a queue 1-3 Form
number.* (MRF)

Fill out the MRF

and wait for the
queuing number to Ensure Frontline
be called. Submit documents Staff
3 minutes Member’s
the MRF together presented are Officer
Request
2 with thesupporting complete. 1-3 None
Form
documents to the
(MRF)
servicing officer.

Encode the
request in the
Transaction
Secure
Monitoring Frontline
acknowledgement
System (TMS). Staff
receipt of filed claim
3 (Processing 3 minutes Officer None None
time is within 5 1-3
working days).

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

Request for Reconciliation of Housing 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:

1. Active members
2. Inactive members with housing loan accounts
3. Authorized representative of members/inactive members with housing
loan accounts

Documentary Requirements:

Active and Inactive Members

1. Valid government-issued Identification (ID) Card with picture and

signature
2. Photocopies of Official Receipts or Certificate of Remittance (original
must be presented for validation) with payslips or remittance list certified
by the agency, if there is a claim for unposted payments or remittances.

Authorized Representatives

1. Valid government-issued ID with picture and signature

2. Original and photocopy of the government-issued ID of the borrower
3. Original and photocopy of Special Power of Attorney (SPA) duly
notarized or Authorization letter (SPAs issued outside of the Philippines
should be notarized by the Philippine Embassy/Consulate)
4. Photocopies of Official Receipts or Certificate of Remittance (original
must be presented for validation) with payslips or remittance list certified
by the agency, if there is a claim for unposted payments or remittances.

Duration: 40 minutes
Procedure:

Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge

Proceed to the Provide the queue

Frontline
Information Center number and inform
Staff
(Officer of the client to wait to be
Officer I
1 Day inthe Branch called at the Housing 1 minute None None
III or
Office [BO]) and booth (Special
Officer of
secure a queue Business Unit [SBU]
the Day
number. in the BO).

When queue
number is called,
approach the Ensure documents
Officerof the Day presented are Frontline
at the Housing complete. Staff
Member’s
booth (or SBU in 4 Officer I
2 None Request
the BO). Request Request client to minutes III or
Form
for posting of fill-out Member’s Officer of
payments and Request Form the Day
present required (MRF).
documents for
validation.

Log on to SAP Prod

and access loan
header of client.

Check the payments

postedto the
accounts.
Member’s
If all payments 30 Officer of
3 Fill-out MRF. None Request
are posted and minutes the Day
Form
status of account is
SAIS04/SAI09 with
no payment gaps of
more than 6 months
- issue Statement of
Account (SOA) and
no reconciliation is
needed.
 Duration Per-
Step
Applicant/Client Service Provider of Activ- son in Fees Form
No.
ity Charge

If with unposted
payments orstatus of
account is Due and
Demandable, inform
client that the request
will be processed.

Ask client if the SOA

will be picked up or
mailed. For pick up,
set appointment date
andinform borrower
to return on appointed
date.

Encode the request in

Transaction Monitor-
ing System (TMS).

Provide the client

a copy of the TMS
reference code for
verification/follow-up of
Secure
status. Officer
acknowledgement
4 5 minutes of the None None
receipt of filed
Inform the client that Day
request.
the reconciled SOA
with ledgerwill be
ready on the appoint-
ment date or will be
sent through mail
within thirty (30) days
upon receipt of the
request.

End of Transaction
Frontline Service:

Request for Release of Title

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
2. Inactive members with housing loan accounts
3. Authorized representative of members/inactive members with housing
loan accounts
4. Surviving heir/s of active and inactive members with housing loan
accounts

Documentary Requirements:

Members and Inactive Members

1. GSIS UMID eCard

2. Two (2) valid government-issued Identification (ID) Cards

Authorized Representatives

1. GSIS UMID eCard

2. Two (2) valid government-issued IDs
3. Original and photocopy of Special Power of Attorney (SPA) duly
notarized 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 Title and the release of
Mortgage
b. The SPA should contain specific provisions authorizing the
representative (or Attorney-in-Fact) to:
b.1 claim and receive the Title on behalf of the Mortgagor/s
b.2 sign relevant documents on behalf of the Mortgagor/s
c. The SPA should be signed by the spouse of the Mortgagor/s, if
applicable
d. If the SPA was executed outside the Philippines, it should be
acknowledged before a Philippine Consul with red ribbon
Surviving Heir/s of Active and Inactive Members

1. If the deceased member is survived by only one heir (either spouse or

child):
a. Affidavit of Sole Surviving Heir
b. Affidavit of Publication of the above affidavit
c. GSIS UMID eCard and two (2) valid government-issued IDs
d. Death Certificate of awardee and/or spouse (Philippine Statistics
Authority [PSA] copy)
e. Birth Certificate of child (PSA copy)
f. Marriage Certificate of awardee and spouse (PSA copy)

2. If the deceased member is survived by two or more heirs (spouse and

child/children):
a. Deed of Extrajudicial Settlement covering the property subject of
the fully paid Deed of Conditional Sale (DCS) or Real Estate Loan
(REL) account
b. Affidavit of Publication of the deed
c. GSIS UMID eCard and two (2) valid government-issued IDs
d. Death Certificate of awardee and/or spouse (PSA copy)
e. Birth Certificate/s of child/children (PSA copy)
f. Marriage Certificate of awardee and spouse (PSA copy)

Duration: 90 minutes (Central Office)

30 minutes (Branch Office)

Procedure:

Duration
Step Person in
Applicant/Client Service Provider of Fees Form
No. Charge
Activity

Provide the queue

Proceed to the
number and Frontline
Information Center
inform client to Staff
(Officer of the
wait to be called at Officer I- III
1 Day in the Branch 1 minute None None
the Housing booth or
Office [BO]) and
(Special Business Officer of
secure a queue
Unit [SBU] in the the Day
number.
BO).
 Duration Person
Step Applicant/
Service Provider of in Fees Form
No. Client
Activity Charge
When queue
number is
called,
approach the
Officer of the Ensure documents
Day at the presented are
Housing booth complete. Officer Member’s
2 (or SBU in the 4 minutes of the None Request
BO). Request Request client to Day Form
for Release fill-out Member’s
of Title and Request Form (MRF).
present
required
documents for
validation.
Log on to SAP Prod
and access loan
header of client.

Check status of the

loan.

For Central Office:

If Final Statement
of Account (FSOA)
is with the Housing
Accounts Remedial
and Titling Department
(HARTD), refer client
to HARTD. Proceed to
Step 5. Officer Member’s
20
3 Fill-out MRF. If with outstanding of the None Request
minutes
balance, request client Day Form
to fill up MRF and set
an appointment date
for the FSOA and
ledger of payments.

For fully paid

accounts, inform the
client that he/she
will receive a notice
on the availability of
the documents and
Title through mail.
(Processing time is
within 30 working
days upon receipt of
request)
 Duration Person
Step Applicant/
Service Provider of in Fees Form
No. Client
Activity Charge

For Branch Office:

If Final Statement of
Account (FSOA) is
still on process with
Billing, Collection, and
Reconciliation Division,
advise client on the
following: the seven (7)
working days processing
of FSOA and Deed of
Absolute Sale (DAS)/
Release of Mortgage
(ROM); and the 30
working days processing
time for the Release of
Title.

Inform the client that he/

she will receive a notice
on the availability of the
documents and Title
through mail. Officer Member’s
3 20
of the None Request
(con’t) minutes
Also advise client that Day Form
Titles are centrally
kept at the Records
Management
Department (RMD),
Central Office; BOs shall
only request the release
of Title upon complete
preparation of release
documents. Once Title
is available for release,
clients are advised to
pick-up the same within
45 calendar days,
otherwise, the same
shall be returned to RMD
for safekeeping.

If with outstanding
balance, set an
appointment date for the
release of the FSOA and
ledger of payments.
 Duration Person
Step
Applicant/Client Service Provider of in Fees Form
No.
Activity Charge

Encode the request

in Transaction
Monitoring System
(TMS).
Secure
Provide the client
acknowledgement Officer of
4 a copy of the TMS 5 minutes None None
receipt of filed the Day
reference code for
request.
verification/follow-up
of status.

(End of transaction
for Branch Office)

Check if Deed of
Absolute Sale (DAS)/
Release of Mortgage
(ROM) is prepared,
release Title.

If DAS/ROM is
Proceed to not yet prepared,
HARTD, 6th processing time 60 Officer of
5 None None
Floor, and present is within 7 working minutes the Day
required docs days. Client will be
informed if Title is
ready for release.

For complex cases,

explain to the client
the status of his/her
transaction.

End of Transaction
Frontline Service:
Feedback and Redress Mechanism 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

Documentary Requirement:

Feedback Form

Duration: 2 minutes

Procedure 1: Feedback through the Officer of the Day

Duration
Step Person in
Applicant/Client Service Provider of Fees Form
No. Charge
Activity

Proceed to the Address any

Public concern
Assistance and raised by the client
Complaints Desk and Officer of the
1 N/A None None
(PACD) make a report of Day
and ask for the the
Officer of incident as
the Day. necessary.

End of Transaction

Procedure 2: Feedback through the drop box

Duration
Step Person in
Applicant/Client Service Provider of Fees Form
No. Charge
Activity
Get Feedback Form
from the Public Frontline
Provide the form for Feedback
1 Assistance and 1 minute Staff Officer None
client to fill out. Form
Complaints Desk 1-3
(PACD).

Assist the client

Accomplish form Frontline
in putting the Feedback
2 and put it in the drop 1 minute Staff Officer None
accomplished form Form
box. 1-3
inthe drop box

End of Transaction
Procedure 3: Feedback through email

Step Service Duration of Person in

Applicant/Client Fees Form
No. Provider Activity Charge
Respond to
any concern
sent by
Write comments,
the client
feedback and
through Contact
suggestions and
1 email. N/A Center None None
sendthrough
(Processing Agent
gsiscares@gsis.
time varies
gov.ph
depending
on the
transaction)
End of Transaction

Procedure 4: Feedback through Contact Center

Step Duration Person in

Applicant/Client Service Provider Fees Form
No. of Activity Charge

Call the GSIS

Contact Center at
(+632) 847-4747 or
Take the call
1-800-8-847-4747
and addressany
for Globe and TM
concern relayed
Users or 1- 800-10- Contact
1 by the client. N/A None None
847-4747 for Center Agent
(Processing time
Smart/Sun/Talk
varies depending
‘N Text Users for
on the transaction)
queries,comments,
feedback and
suggestions.

End of Transaction