Our Aviva Customer service hall is now open to clients on appointment basis. Please call (65) 6220 7890 to make an appointment in advance.
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We use cookies on dollardex.com to provide you a tailored user experience and allow us to understand more about you for more personalised engagement. Please refer to our cookie policy for more information on what these cookies are and how we use them. If you continue using our site you consent to our use of cookies. To decline cookies at any time, simply adjust the privacy setting of your browser.
We use cookies on dollardex.com to provide you a tailored user experience and allow us to understand more about you for more personalised engagement. Please refer to our cookie policy for more information on what these cookies are and how we use them. If you continue using our site you consent to our use of cookies. To decline cookies at any time, simply adjust the privacy setting of your browser.

Frequently asked questions

Top 10 FAQs

As Navigator is the custodian to your investments, they will be responsible to receive any payment for your transactions.
You can pay for your cash investments by funds transfer or bill payment.For CPF/SRS investments, we will request the withdrawal from your agent bank/CPF board once your investments are placed with us. We only accept CPFIS-OA, CPFIS-SA, SRS, and GIRO for RSP (Regular Savings Plan). You cannot pay for RSPs using other methods such as cheque or internet banking. Please indicate your Navigator Plan number on all payment modes so that we can verify your payment quickly. Unidentified payments will delay your trades.

For all investments, trades will be processed only after payment is received. Price for your trades will be reflected 2 days later as unit trusts are forward pricing and Net Asset Value (NAV) will only be available after 2 business days.

For trades placed before 2.00 pm, payment must be made before 1.30 pm in order for trades to be processed on the same day.

For trades placed before 2.00 pm and payment made after 1:30 pm, trades will be processed on the next day.

CPF/SRS transactions will be performed only after successful collection of funds from your CPF/SRS accounts typically 3 days after you perform your trades.

Do note that all trades are processed twice a day at 9.30 am and 2.00 pm from Mondays to Fridays. Therefore, for trades placed before 9.30 am, cancellation must be made by 9.30 am. You will not be able to cancel your order after our cut-off times at 9.30 am and 2:00 pm from Mondays to Fridays.

Navigator Investment Services Ltd is a Capital Markets Services License Holder and provides custodial services for Collective Investment Schemes (CIS) to investment clients of dollarDEX, among other FAs. These services include handling of your payments and holding of your units. Navigator Investment Services Ltd is a Singapore firm licensed by MAS. dollarDEX is owned by Navigator Investment Services Ltd. Navigator Investment Services Ltd is a subsidiary of Aviva Limited.

Due to the relationship, you will also be automatically issued with a Navigator account. You can access your Navigator account through AvivaOnline (AOL). However, all transactions will still have to be completed on dollarDEX website.

We offer 2 cut-off times, at 9.30am and at 2pm on each trading day.

For cash payments deadline:

- DBS Bill Payment: Payments made before 11.30pm will be accepted the next working day.
- Online funds transfer by FAST: Payments received by 1.30pm will be accepted on the same working day.
- Cheques over counter by 9am will be accepted on the same working day.

Uncleared basis will be up to S$100,000 per client on a single day. USD cheques will always be on cleared basis and require 2-3 working days to clear.

  • money market funds / cash account T+2
  • bonds funds T+4 to T+6
  • equity funds T+6

Where T is the trading day and the number of days refers to business days.

You can request for cash withdrawals during redemption if you would like to have your proceeds returned to your nominated bank account. If you haven't nominated an account you will be reminded to do so when you submit a withdrawal request. A nomination can be done by submitting the completed form and you only need to do this once.

If a redemption account is nominated, you will receive your cash redemption proceeds within 2 – 4 working days in your nominated bank account. For SRS redemptions, you will receive your proceeds in your SRS account. For CPFOA redemptions, you will receive the proceeds in your CPFIS account. For CPFSA redemptions, you will receive the proceeds in your CPFSA account. You are strongly encouraged to nominate a bank account for your cash redemption to avoid any delay in processing your redemption proceeds.

Bank charges may apply for direct credit of redemption proceeds in USD.

Switch consists of a sell transaction of your switch out fund and a buy transaction of your switch in fund. The sell and buy will be processed sequentially i.e. the sell transaction has to be completed before the buy transaction can be performed.

After redemption, we will proceed to liquidate your selected holdings and the proceeds will be sent to your nominated bank account for cash holdings. If you purchased the funds using CPF/SRS, proceeds will be returned to your agent bank/CPF account.
If you have not nominated a bank account or need to change it use this form. All bank accounts nominated is required to have a Singapore branch. Do note that you have to be one of the account holders and we do not accept withdrawals to 3 rd party accounts. Bank charges may apply for direct credit of redemption proceeds in USD.

Please transfer the funds to one of these accounts and indicate your Navigator plan account as the reference number.

For SGD
Payee Name: Navigator Trust Account
DBS Current Account No. 003-900931- 3
Bank Code: 7171 Branch Code: 003
or
Payee Name: Navigator Trust Account
Payee Account Number: 0-850570- 019
Bank Name: Citibank
Bank/Branch Code: 7214 001

For USD
Payee Name: Navigator USD Trust Account
Payee Account Number: 0-850570- 043
Bank Name: Citibank
Bank/Branch Code: 7214 001

Please complete the GIRO form here.

Navigator, our custodian, will initiate payment by requesting your bank to debit your account after receiving the completed form. It takes up to 8 weeks to set it up. Once set up, GIRO deductions take up to five working days, and are not available for ad hoc investments. They are only used for regular savings plans (RSPs).

You will need to first open an account with us before you can start a VAP program.
First you'll have to create the payment source by placing an online Invest order and make payment for one of the three cash management funds below:

  • Fullerton SGD Cash Fund A
  • Philip Money Market Fund
  • Lion Global Money Market Fund

Unlike RSP, VAP will deduct money from one of these funds (not by GIRO or any other form of payment). VAP investments are performed by switching from the Cash Fund. Note that funds 1 and 2 in the list above provide T+1 switching.
Once you can see the Cash Fund in your portfolio statement after investing, you should then proceed to set up VAP. Do this by going to fund finder to select the unit trusts you want the VAP to invest into.


More FAQs

dollarDEX was founded in 1999, with the aim of offering affordable investing for everyone. You incur zero fees when you invest with us and can choose from a wide variety of funds on our platform. We are 100% fully-owned, direct to consumer platform of Aviva, one of the largest insurance companies in the world with more than 300 years of history. Aviva currently helps 33 million customers save for the future and manage the risks of everyday life, with strong businesses in 16 markets in the UK, Europe, Asia and Canada. So we give you peace of mind along with no fees for your unit trust investments. dollarDEX manages about SGD$500 million of investors' money.

dollarDEX is owned by Navigator Investment Services Ltd. Based in Singapore, Navigator Investment Services Ltd is a firm licensed by the Monetary Authority of Singapore (MAS) and is a subsidiary of Aviva Limited.

Download our brochure to find out more.

If you need to cancel an untransacted Invest, Sell or Switch order you may be able to do so using your Account Activity page. Invest orders that have no matching payment are automatically cancelled after 21 days.

An untransacted order is one that:

  • has not been paid for already and/or
  • has not been sent to the fund manager or custodian*

If you need to modify an untransacted buy, sell or switch order you will need to cancel it and re-submit a new order. If you need to cancel a transacted buy order you might be able to cancel it if the fund allows a 7-day cancellation period. However, you will have to bear all market losses.
* Sent at a cut-off time on a business day, multiple cut-off times apply

For telegraphic or wire transfers from overseas please use the following:

Bank Name : DBS Bank, Singapore
Bank Account Name : Navigator Trust Account
Bank Account Number : 003-900931- 3
Swift Code : DBSSSGSG

USD

Citibank N.A., New York (Swift ID: CITIUS33)
For account of: Citibank N.A., Singapore (Swift ID: CITISGSG)
Beneficiary Name: Navigator USD Trust Account
Beneficiary Account No.: 0-850570- 043 (USD)

Ensure the following information reaches Navigator (investors may email it to navigator_ops@aviva-asia.com):

  1. Investor's name
  2. Investor's NRIC OR passport number
  3. Navigator account Number
  4. Amount transmitted (amount received must be the investment amount as indicated in the invest form, after bank charges/exchange conversions)
  5. Date of transmission

Use the RSP/GIRO settings page to check whether your GIRO has been activated. You will see something like "N1234567 Single Cash. GIRO established on 27/Jan/2011."

  • Check that your existing unit trust funds can be transferred to dollarDEX by clicking here.
  • Make sure you have an active dollarDEX investment account to transfer funds into. If not, you will need to open an account with us to begin.Click here to open an account
  • Email cs@dollardex.com with your latest statement of holdings, NRIC(front &back)/passport details and dollarDEX account number
  • We'll complete the necessary forms and mail them back to you for your signature.
  • Once signed, send the forms back to us in the return envelope provided.

  • Send forms to:
    Service Team
    dollarDEX Investments
    4 Shenton Way #01-01 SGX Centre 2
    Singapore 068807

You (as the transferor) may write-in with a signed request, using this template, to transfer all the holdings from your single to joint cash plan account. Both main and joint applicant's signatures are required as the transferee. Note however that the profit and loss report for the new plan will not be meaningful and representative, since transfer of holdings is done at prevailing prices. Further, the old plan will terminated.

You can convert your Cash Plan from an existing joint account to a single account by submitting a written request, that indicates the new single owner and the Navigator Plan Number, with both owners' names, NRIC numbers, signatures and date.

You may submit the Change of signature form to update your signature in our records. Please mail us the original form to Navigator Investment Services Ltd.
If you are unable to remember your signature in our records you may go to Aviva Customer Service Hall at 4 Shenton Way #01-01 SGX Center 2 with your NRIC/passport for verification purpose. Office hours:Monday-Friday 9.00am-5.30pm. Closed on public holidays.

Soft copies of confirmation certificates, statements, fund notifications, and other documents, are sent to clients' secured mailbox on AvivaOnline (AOL)

You may either opt for e-mode via AOL, or use the amendment form.

  • Amendment form

    • Print, sign and post original copy to Navigator. Select to receive electronic versions of Navigator communications under Section 7.

  • AvivaOnline

    • Login to AvivaOnline and Select "My account".

    • Select "Notifications" tab.

    • Under Type of Notification - Confirmation Certificates & Investment Statements for Navigator (Hard Copy), further expand the menu by clicking the "+" sign beside "Show Plan setting".

    • Uncheck the checkboxes under "Via Hard Copy" for the desired Plan Account(s).

  • If your login is inactive, you may perform a reset via AvivaOnline, and receive the ID/password via your registered email address.

For Single Account, please open an account on our website and prepare the following supporting documents for uploading.

For Joint Account, please print the application form, sign and send it back to us together with your supporting documents in the Business Reply Envelope provided.

Supporting documents required:

  • Scanned/Photocopy of passport,

  • Scanned/Photocopy of Valid Work/Employment Permit/Dependent Pass and

  • Proof of address. Any of the following documents can be accepted:

    • Utility bills that are not from a telecommunication company (not more than 6 months old); or

    • Service and Conservancy bill from Town Council (not more than 6 months old); or

    • Bank Statement issued in Singapore (not more than 6 months old); or

    • Tenancy Agreement for residence (with signatures bearing both tenant and landlord and not more than 6 months old); or

    • Bill/Statement/Letter from HDB/IRAS/LTA/CPF Board (not more than 12 months old); or

    • Employment Letter or Overseas Posting Letter from Company printed on Company's letterhead sign-off by authorized person in the Company. (Only applicable to foreign national working in Singapore with a Valid Work/Employment Pass indicating the Company's name submitted as proof and letter must not be more than 6 months from the date of issue) ; or

    • Letters issued by government bodies (not more than 6 months old).