Foreword

In August 2019, as GSIS complies with RA 11032 or “Ease of Doing Business and Efficient Government Service Delivery Act of 2018”, the Government Service Insurance System (GSIS) took service standards to the next level by coming up with an electronic citizen’s charter dubbed Guide to Transactions and Processes or GTAP.

GTAP is an award-winning self-service facility where members can quickly obtain on-demand information on GSIS services that will guide them in their transactions. GTAP bagged the 2020 Silver Stevie Award for Innovative Use of Technology in Customer Service and a trailblazer in service delivery.

Visually pleasing and engaging with its touchscreen feature and colorful layout, GTAP is installed in the service areas of all GSIS offices nationwide. It is efficient and provides faster access to information because clients may search only the information they need. And since it is digital, we can easily update its content.

GTAP is also environmentally-friendly than traditional billboard or tarpaulin because it does not use paper and does not contribute to waste.

Against the backdrop of the current public health crisis, we have updated the contents of the GTAP, our citizen's charter, to include our commitments for our newly developed contactless transactions.

The following pages unfold our citizen’s charter which sets the tone of our vision to be in the top three defined-benefit pension fund institutions in the ASEAN region by 2022. More than our service standards, it carries our commitment to serve our members, pensioners and other stakeholders in the best way we can.

Jose Arnulfo “Wick” Veloso
President and General Manager

Mandate

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

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

GSIS is also the administrator of the General Insurance Fund by virtue of RA No. 656 (Property Insurance Law). It provides insurance coverage to government assets and properties that have government insurable interests.



Coverage

The GSIS covers all government workers except:

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

  2. Contractual employees who have no employee-employer relationship with their agencies; and

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

The GSIS does not include Barangay and Sanggunian officials who are not receiving fixed monthly compensation, and employees who do not have monthly regular hours of work and are not receiving fixed monthly compensation.

Vision

By 2022, GSIS will have a longer actuarial life with sustained member-benefits and responsive service to its stakeholders.



Mission

GSIS commits to -

  1. Provide social security/insurance and financial benefits to all government employees and their dependents;

  2. Satisfy the non-life insurance needs of government;

  3. Maintain and strengthen the viability of the fund; and

  4. Build an enduring partnership with its stakeholders.

(Issue No. 1, Rev No. 3 (20 January 2020), QM-GSIS-03-01)

Core Values

Professionalism
Love of Country
Integrity
Service Excellence
Spirituality
Innovation
Teamwork
Mutual Respect



Quality Policy

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

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

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



⇒ Filipino Version

Patakaran ng Kalidad

Sa Paseguruhan ng mga Naglilingkod sa Pamahalaan, dedikado kami na magkaloob ng de-kalidad na serbisyo sa aming mga miyembro, pensiyonado, at iba pang pinaglilingkuran para sa lahat ng kanilang benepisyong panseguridad panlipunan at pangangailangang proteksiyon ng kanilang mga ari-arian.

Isasaalang-alang ng disenyo ng aming Sistema ng Pamamahala sa Kalidad ang konteksto at estratehikong direksiyon ng aming organisasyon. Patuloy naming susuriin at pauunlarin ang aming mga sistema at proseso upang higit itong maging mabisa, mahusay, at umaayon sa mga legal at iba pang panregulasyong kahingian.

Mamumuhunan kami sa kakayahan ng aming mga tauhan sa pamamagitan ng patuloy na propesyonal na pag-unlad.



⇒ English Version

Benefits and Services

The principal benefit package of the GSIS consists of compulsory and optional life insurance, retirement, separation, disability, survivorship, funeral and employee’s compensation benefits.



Service Privileges

GSIS offers the following loan products to assist its members and pensioners with their financial needs:

  1. GSIS Multi-Purpose Loan and Consolidation of Debts–Plus (GSIS-MPL Plus);

  2. Policy Loan

  3. Amended GSIS Emergency Loan Program for GSIS Members and Pensioners;

  4. Enhanced Pension Loan Program

  5. GSIS Financial Assistance Loan-Education Loan

List of Services

  1. Retirement and Separation Claim

  2. Maturity/Cash Surrender Value (CSV)/Terminal Value (TV) Claim

  3. Death and Accidental Death Benefits (ADB) Claim

  4. Funeral Benefit Claim

  5. Survivorship Benefit Claim

  6. Disability Claim

  7. Employees’ Compensation Claims under Presidential Decree (PD) No.626

  8. Preneed Claim

  9. Check Releasing

  10. Check Replacement

  11. Over-the-Counter (OTC) Loan Application

  12. Unified Multi-Purpose ID (UMID) eCard Enrollment

  13. UMID eCard Release

  14. Filing of Application for Commencement of Pension

  15. Commencement of Pension with Accrual

  16. Updating of Pensioner’s Record

  17. Annual Pensioners Information Revalidation (APIR)

  18. Request for Reconciliation of Account

  19. Request for Recomputation of Claim

  20. Request for Refund

  21. Agency Remittance and Individual OTC Payment

  22. Agency Remittance and Individual Loan Payments through Online Payment Facility (OPF) and External Payment Service Providers (EPSP)*

  23. Request for Reconciliation of Housing Account

  24. Request for Housing Final Statement of Account

  25. Releasing of Title

  26. Acceptable Government-Issued Identification Cards (IDs)/Documents

  27. Other Pertinent Rules on Documentary Requirements (for Social Insurance Claim Benefits Only)

  28. Designated E-Mail Address of GSIS Handling Branch/ Department

  29. Feedback and Complaints Mechanism



Alternatives Mode of Filing (Reference: OO 492-20)

  1. Drop box located at the lobbies of GSIS Offices

  2. Postal mail or courier

  3. Electronic mail through Agency Authorized Officer (AAO) or Liaison Officers (LO) to the designated email address of GSIS Handling Branch/ Department.

  4. Electronic mail using claimant’s personal email address preferably the one reflected in member’s GSIS account (eGSISmo) and send to the designated email address of GSIS Handling Branch/ Department.

  5. GSIS Touch Mobile App is the official mobile application of the GSIS. It provides various services that can be accessed by Ginhawa Active and Grand members. The mobile application provides the convenience and ease by eliminating visits to the branches as it brings together eGSISMO, GTAP, and APIR all in one app.

    Access your records, do loans tentative computation, apply for a loan and monitor your loan status. Get your claims tentative computation and apply for life and retirement claims by uploading required documents. Members can receive premium and loan payments posting notifications. Pensioners can schedule their APIR. All these can be done in GSIS Touch.



Designated Email Address of GSIS Handling Branch/Department

GSIS offers the following loan products to assist its members and pensioners with their financial needs:

  1. Drop box located at the lobbies of GSIS Offices

  2. Postal mail or courier

  3. Electronic mail through Agency Authorized Officer (AAO) or Liaison Officers (LO) to the designated email address of GSIS Handling Branch/ Department.

  4. Electronic mail using claimant’s personal email address preferably the one reflected in member’s GSIS account (eGSISmo) and send to the designated email address of GSIS Handling Branch/ Department.