AIA Malaysia

Corporate Medical Card Rebranding

1. When is the official date for all ING Member ID cards to be terminated?

  • Members will be given a sufficient grace period to use their ING Member ID Card. After the grace period, all ING Member ID cards will be automatically deactivated in the system.
  • Upon receiving the new AIA Member ID Card, members are encouraged to start using the card when seeking medical attention or treatment at a clinic the next time. To avoid confusion, please discard the ING Member ID Card once you have started using the new Member ID card.

2. What should members do with the old card? Does AIA require the HR departments to collect all the old ING Member ID cards from their employees and return the cards to AIA?

  • HR departments are not required to collect the old cards from members. Upon receiving the new AIA Member ID card, members are encouraged to start using the new card upon their next visit to a GP clinic and discard the ING Member ID card.

3. Can members continue using the ING Member ID Card while waiting for the AIA Member ID card to arrive?

  • Yes they can. However kindly be informed that members will only be given a grace period to use the ING Member ID card. After the said period, all ING Member ID cards will be automatically deactivated in the system.

4. Can members continue using the ING Member ID Card despite having the new AIA Member ID Card with them?

  • Members will be given a grace period to use their ING Member ID Card. After the said period, all ING Member ID cards will be automatically deactivated in the system.
  • Upon receiving the new AIA Member ID card, members are encouraged to start using the new card upon their next visit to a GP clinic and discard the ING Member ID card immediately.


Usage of the new card

5. Are there any changes to the benefits and coverage to the new AIA Member ID card?

  • There will be no change to the benefits and coverage provided under the new AIA Member ID Card. All terms and conditions shall remain the same.

6. How will new card and loss of Member ID Card requests be handled?

  • Members will be issued a new or replacement Member ID card, under the new AIA Member ID card, following the normal process.

7. How do members activate the new AIA Member ID card?

  • The new AIA Member ID card will be activated upon issuance.

8. The existing ING Member ID card has a magnetic stripe. Does the new AIA Member ID Card have a magnetic stripe as well?

  • Yes. The new AIA Member ID Card has a magnetic stripe. There are no changes to the way members use the card.

9. Is there an expiry date printed on the new AIA Member ID card?

  • No. The validity of the card is tracked by our system.

10. Can a dependent use the employee's new Member ID card for treatment?

  • No. The dependent should use his/her newly issued AIA Member ID card. The clinic will validate the identity of the member before providing patient care.
  • There are no changes to the way members and/ or their dependents use the new AIA Member ID card.

11. Is there an EDC print-out?

  • Yes.


Operating Procedures

12. Are there any changes to the operating procedures?

  • No. All claims, payment and letters of guarantee issuance procedures shall remain the same. The existing GP clinic and hospital network will also remain the same.
  • There are no changes to the way members’ use the new AIA Member ID Card.

13. If members have not received his/her new AIA Member ID card before the cut-off time, is there a manual claim form they can fill at the clinic/hospital?

  • The new AIA Member ID cards will be issued in phases to all existing ING Insurance corporate clients between 25 March 2013 and 7 June 2013.
  • Members will be given a grace period to use their ING Member ID Card.
  • For those members who have not received their new Member ID card, they are advised to inform their HR departments immediately. For such cases, members are allowed to pay and claim while waiting for their new card to arrive.

14. Are there any charges imposed for the replacement of a lost Member ID card?

  • If the request is submitted through the Corporate Client Portal, no charges will be imposed.
  • Otherwise, there will be a RM10 charge imposed.

15. How soon will I receive my replacement card?

  • You should receive it within 10 working days.

16. What should I do if my new AIA Member ID card is faulty or cannot be read by the EDC terminal when swiped?

  • You can pay first and then claim. The panel GP Provider will first need to verify the validity of your plan using the IVR system.


Panel GP and Hospital provider network

17. With ING’s Member ID cards now rebranded as AIA, does it mean that AIA will follow one common panel clinic and/ or hospital listing with the issuance of the new cards?

  • For clinics, please continue to refer to the GP provider network listing you have until further notice.
  • For hospitals, we are pleased to inform you that from 17 June 2013, we will follow a common panel hospital listing. Please visit AIA.COM.MY and log on to the portal which you have been using thus far for our new hospital listing.

18. Will the panel clinics and hospitals be given new stickers bearing the AIA logo for display?

  • Yes. The new stickers have been distributed to all the clinics in our panel.
  • All our panel members will display the new red sticker with the AIA logo together with the word PANEL.

19. Will all clinics in the panel accept the new AIA Member ID card?

  • Yes. All clinics have been informed of the issuance of new cards under the AIA brand to all members.
  • All clinics in our panel will display the new red sticker with the AIA logo together with word PANEL to remove any confusion and ensure there is no service disruption.


Card Management

20. Who is the party managing this new AIA Member ID card now?

  • The new AIA Member ID card is now owned by AIA Bhd. and managed by our third party claims administrator.
  • We assure you that there will be no change to our current working arrangement with our third party administrator.

21. Can the new AIA Member ID card also be used at AIA’s current Micares panel clinics/hospitals?

  • For clinics, please continue to refer to the GP provider network listing you have until further notice.
  • For hospitals, we are pleased to inform you that from 17 June 2013, we will follow a common panel hospital listing. Please visit AIA.COM.MY and log on to the portal which you have been using thus far for our new hospital listing.

22. How can members differentiate between AIA Micares’ panel clinics/hospitals with the panel clinics/hospitals offering this new AIA Member ID card?

  • The AIA Corporate Medical Card (green card) does not have the swipe function whereas the new AIA Member ID (red card) has the swipe function.
  • For the new AIA Member ID card (to replace the ING orange Member ID card), the panel clinics will display the red sticker bearing the AIA logo together with the word PANEL.


Contact Details

23. Will the current contact number and fax number of ING stay the same?

  • We have updated our contact details as follows:
    • 24-hour Call Centre 1300 8888 60/70
    • Fax 1300 8888 90
  • These new numbers are also printed on the new AIA Member ID cards for members’ easy reference.

24. If we call the old ING helpline, will our calls be automatically diverted to the new call line?

  • Yes, it will be.
  • However, this number will be phased out by 31 December 2013.
  • We advise customers to start using the new contact number 1300 8888 60/70