Life Protection
Protect yourself and your loved ones from life's uncertainties with AIA's life insurance and takaful plans.
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Protect yourself and your loved ones from life's uncertainties with AIA's life insurance and takaful plans.
Avoid unforeseen medical expenses with AIA's medical insurance and takaful plans.
Focus on your recovery and not your financial commitments when you have AIA's critical illness insurance or takaful plans.
Stay protected while you secure your future with AIA's savings and investment plans.
Safeguard yourself from accidents with AIA's personal accident insurance plans.
Finance your dream property and ensure your household contents are well-protected.
Get comprehensive protection for your motor vehicles.
Sign-up for our insurance and takaful plans online for immediate protection.
AIA Vitality is the science-backed wellness programme that works with you and rewards you for the healthy choices you make. Find out more
For almost a century, AIA has served the ever-changing needs of millions of people all across the Asia-Pacific region.
Read MoreWe strive to assist you with any inquiries you might have with a high touch customer service experience.
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Note: For Huawei mobile users, we recommend that you delete the current My AIA app and the AIA Vitality Malaysia app if you have them in your mobile and install the new version of these apps via the Huawei App Gallery.
Note: For questions on E-medical card; pre-registration at panel clinics for doctors’ consultations; benefits & utilisations; referral letter; request for letter of guarantee; medical bills; claims; AIA Vitality and Financial Health Check (FHC), please download the full list of FAQs here.
AIA Vitality is eligible for customers residing in Malaysia aged 16 and above provided that they are covered under an individual AIA life insurance or takaful plan, or are covered by their AIA employee benefits with an AIA Vitality attachment.
However, being the policy owner of the plan does not automatically qualify an individual to apply for the AIA Vitality membership.
Not yet an AIA life insurance or takaful plan customer? Speak to your AIA Life Planner about becoming a member of AIA Vitality. If you don't have an AIA Life Planner, you can contact us on 1300 88 1899 (for overseas customers call us at 603-2056 1111) or you can send us a request to find you a Life Planner by emailing us at customercare@aiavitality.com.my
Customers can sign up for AIA Vitality with the membership fee of RM10 per month.
Each individual can only have one (1) AIA Vitality membership.
The age requirement for AIA Vitality membership is 16 years and above.
The age requirement for AIA Vitality membership is 16 years and above.
The AIA Vitality programme is offered to the individual who is the life insured or person covered under an eligible AIA life insurance or takaful plan, or has enrolled via a corporate membership offered by his/her company or association. Being the policy owner of the plan does not qualify an individual to apply for the AIA Vitality membership.
Any health or medical-related personal information you provide as part of your AIA Vitality membership WILL NOT be provided to the underwriting or claims departments of AIA Bhd. or AIA PUBLIC Takaful Bhd. and therefore will not be used in the making of any future underwriting or claims decisions.
NOTE: In accordance with your duty of disclosure, in the event of any future application for insurance cover, changes to an existing insurance cover or claims for an insurance policy or takaful plan with AIA, you are still obliged to disclose any relevant health and medical-related personal information.
As an AIA Vitality member, you are entitled to additional benefits on associated insurance or takaful plans.
The value of the benefit may maintain, increase or decrease depending on your AIA Vitality Status at the end of every membership year.
We have a variety of life insurance and takaful plans that suit your individual needs and are also entitled for the extra insurance benefits. Click here to view the full list of the eligible AIA Vitality insurance and takaful plans.
You can earn AIA Vitality Points by engaging in a number of activities focused on helping you understand the status of your health and how to improve it.
As you take steps to improve your health, you will be awarded AIA Vitality Points. Your points will add up to help you achieve what we call your AIA Vitality Status. The higher your status, the greater your rewards. |
The AIA Vitality programme is managed independently in each country, so any AIA Vitality Points earned in other countries are non-transferable.
Your AIA Vitality membership is only applicable in Malaysia and not usable in other countries that also offer the programme.
The My AIA app is only compatible with the apps and devices listed on the Device/App page. Select one from the list and follow the instructions to complete the linking process. If you encounter any issues along the way, please contact us at customercare@aiavitality.com.my.
When prompted during the linking process, kindly grant app permission to the My AIA app.
Please check the following on your fitness app:
Additionally, you can also check the following on your My AIA app:
If you are using Apple Health or Samsung Health, please go to the Apple Health or Samsung Health page in My AIA app and tap on the SYNC button. Ensure that your workout data appears in the Workout Log. If it appears, your fitness app is synced to the My AIA app.
Members must meet a minimum requirement of steps or workout data for points to be awarded. You can view them here.
If you have met the minimum requirement, please try the steps in Question 2.
AIA Vitality will only award points for genuine workout data which are automatically captured by the fitness apps. Points will not be awarded for workout data which are manually added to the fitness apps.
AIA Vitality will only award points based on workout data from one device (i.e. either your smartphone or watch, whichever meets the minimum workout requirement and/or qualifies for the higher number of points).
Email us at customercare@aiavitality.com.my or contact our Careline at 1300-88-1899
AIA Vitality Weekly Challenge tracks your physical activities, and motivates you to stay active on a regular and consistent basis by rewarding you if you achieve your Weekly Target for 2 consecutive weeks.
When you buy an insurance policy, you are transferring the risk of a potential financial loss to the insurance company in exchange for a fee. The insurance company, in return, promises to provide you with financial assistance if you face an unexpected loss.
Insurance coverage should be a key component of anyone’s financial planning. We all work very hard to secure a bright future and afford a lifestyle that we can enjoy. As we keep working towards our financial goals, we must not forget to protect what we have already achieved.
Each insurance application is assessed based on a person’s insurability, i.e. their age, medical profile, lifestyle and occupation. Your risk level increases as you age, reducing your insurability. The higher the risk you pose to the insurer, the higher the premiums you pay.
Some people may be asked to pay more for their insurance coverage (usually referred to as loading) or in some cases, the insurance company may consider a person to be uninsurable. It is for these reasons that we advise you to buy insurance when you’re young and healthy.
The right plan depends on your financial objectives and also your affordability. You can select plans that provide protection; protection and savings or opt for investment-linked insurance plans (ILP). Apart from offering protection, ILP policies let you choose how much you want to invest in stocks and shares, based on your preference.
It is important that you review your insurance every few years as you would have different needs as you progress in life. Over the years, you may have gotten married or started a family. Part of the review process is for you to consider how you would want to protect the hopes and dreams of your loved ones should the unthinkable happen to you.
If you purchased medical insurance many years ago, you should also review your plan to ensure that you are adequately covered today. Rapid advances in medical technology have produced an array of new treatments and medicines. The downside of it is that the cost of diagnosis and treatment becomes more expensive as new technologies are introduced. You need to ensure that your coverage amount is sufficient to keep pace with the cost of the treatments available currently.
A medical card covers all the expenses that you incur within the hospital setting. For example, if you are hospitalised due to pneumonia or appendicitis, your medical card will cover the expenses you incur during your hospitalisation.
Meanwhile, if you are diagnosed with a critical illness such as cancer or diabetes that may not require you to be hospitalised, a critical illness plan will pay you a lump sum that you can use to pay for your medical needs as well as any other non-medical expenses that you may incur as a result of your illness. The non-medical expenses includes household help, cost of supplements, additional medical utensils for use at home and others.
Many people believe that the medical card covers all the expenses. However, this is not the case. The medical card is a cashless payment facility that we provide to facilitate hassle-free admissions to panel hospitals. It does not cover tax, extra food and other exclusionary items. We advise that you check with your Life Planner to find out what items are covered under your medical card to avoid any surprises.
Malaysia has one of the best public healthcare systems in the world. However, there is a misconception that everything is dispensed at no cost. Implants, stents, eye lenses and certain chemotherapy drugs must be paid for by the patient. Although it comes at a discounted rate, it can still be costly if you have a prolonged illness such as cancer. It is best that you consider buying insurance to ease the financial burden during unforeseen circumstances.
We can connect you to our AIA Life Planner. Please leave us your contact details by clicking on this link or call us on 1300-88-1899.
Misfortune strikes when you least expect it, and so you must ensure that you have sufficient financial support if you meet with an accident. This plan will also enable your loved ones to cope financially if you suffer an injury that leaves you permanently disabled after an accident.
Each insurance application is assessed based on a person’s insurability, i.e. their age, medical profile, lifestyle and occupation. Some people may be asked to pay more for their insurance coverage (usually referred to as loading) or in some cases, the insurance company may consider a person to be uninsurable.
Your coverage is valid until you reach your plan’s coverage age limit and as long as you continue paying your monthly payments (premiums). Failure to make your payments could result in your coverage ending, and your plan being terminated.
You can download the claim form from here. You must complete the form, including the section on bank information. This section is important as we will bank in the approved claim amount directly into your bank account via e-payment. Once you have completed the form, you may submit it along with the necessary documents to your Life Planner or at any of our Customer Centres.
No. The Fire, Burglary, Money, Public Liability, Plate Glass, Employer’s Liability and Group Personal Accident classes are all packaged under our Commercial Insurance plan.
You should apply for coverage of your stock at its highest value.
Yes, you must notify us of such changes immediately. If you do not do so, we may not approve your claim.
Excess is when you and your insurer pay part of the losses incurred.
Yes, excess is applicable to Burglary insurance. It is based on the type and location of your business. It also depends on whether you have any safety measures installed in the business premise, for example a central monitoring system or a burglary alarm.
An example of when an excess is applied:
You have a coverage amount of RM60,000 and an excess of RM10,000. If a burglary occurs and you suffer a total loss of RM60,000, you will have to bear the RM10,000 loss suffered and we will pay you the remaining RM50,000.
We can connect you to an AIA Life Planner. Please leave your contact details here or call our Care Line at 1300 88 1899.
Yes, we encourage you to have MRTA. This is because buying a home is a big commitment. It will take the average homeowner up to 35 years to fully repay the home loan. MRTA is designed to provide coverage for housing loan borrowers. When you have MRTA, it will settle any outstanding mortgage on the house if you pass away or become permanently disabled. This means you and your family will not lose your home if something unexpected happens to you.
The coverage amount will slowly reduce each year until it becomes zero at the end of the tenure of the home loan. If anything happens to you during your mortgage period, we will pay the claim based on the balance of your housing loan.
You have a choice to choose a lump sum MRTA premium payment or to incorporate the MRTA premium into your housing loan monthly installment.
We will pay for the medical examination fees if it is required.
When your application is approved, we will send you a confirmation letter plus a request for payment. Your coverage will start once we receive your payment.
To make a claim, please contact our Care Line at 1300 88 1899 or visit any of our Customer Centres for assistance. For Takaful MRTT, please call the AIA Public Care Line at 1300 88 8922 for assistance.
Please submit your contact details here or call us at 1300 88 1899 for assistance. For Takaful MRTT, please call the AIA Public Care Line at 1300 88 8922 for assistance.
A nominee is the person who will receive the proceeds from your policy if you pass away.
It can be anyone but the nominee has to be a person. You cannot put an organisation as a nominee.
Yes. You must state the specific share in percentage, to be paid to each of the nominees. If you do not do so, the proceeds from your policy will be equally divided among all nominees. This applies to non-Muslim policyholders only.
For Muslim policy holders, nominations can be made and policy proceeds will be paid accordingly. However, the nominees will have to distribute the proceeds according to the Shariah law.
You must fill up the nomination form during policy application or you can do so after you have purchased the policy. If you want to do a nomination after you have purchased your policy, you must submit the completed nomination form to us. You can get the form here. Submit the completed form to your Life Planner or at any of our Customer Centres. You can also mail the form to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
You must provide the name, NRIC (for Malaysian)/Passport No (for non-malaysian), date of birth, Nationality, relationship with nominee, percentage of share and the address of each nominee. This information will help us to process the claim accurately.
If you are a non-Muslim and you have named either your spouse, child or your parents as nominees, you are advised to name a Trustee. The trustee’s role is to manage and divide the money accordingly. The selected trustee must not necessarily be your family member, however it has to be someone that you can trust as the person will be managing the policy proceeds.
This rule does not apply to AIA PUBLIC customers.
Not necessarily. The appointment of the trustee can be made when you apply for the policy or at a later time.
You may appoint nominee(s) as:
1. A Wasi (Executor); or
2. A nominee under conditional hibah (gift).
You must fill up the nomination form during certificate application or you can do so after you have purchased the certificate. If you want to do a nomination after you have purchased your certificate, you must submit the completed nomination form to us. You can get the form here . Submit the completed form to your Life Planner or at any of our Customer Centres. You can also mail the form to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
The nominee shall receive the Takaful benefits under the Certificate as a Wasi (Executor) and shall distribute the Takaful benefits in accordance to the Islamic Law of Inheritance (Faraidh) or Distribution Act 1958, whichever is applicable.
The nominee shall receive the Takaful benefits as a beneficiary and shall be entitled to the Takaful benefits in accordance with the percentages stated in the nomination form.
You can view your premium/contribution notice through MY AIA. Premium/Contribution notices are issued to customers who pay their policies on quarterly, half-yearly or annual basis. Those policies that are paid on a monthly basis through auto debit will not receive premium/contribution notices.
You can view your premium/contribution statements online by logging on to our customer portal - MY AIA.
You can view your anniversary statements online by logging on to our customer portal - MY AIA.
You can pay via:
a) Visa/ Mastercard Credit card auto debit. Log on to our customer portal – MY AIA to update credit card details.
b) Online payment through MY AIA.
c) Over-the-counter at any of our Customer Centres.
d) FPX auto debit using your bank account
FPX is a payment channel that allows you to make payment online through your current or savings account.
You can get the form from your Life Planner or at any of our Customer Centres. Please complete the form and make sure that you fill up the limit section in the form. We advise you to put twice the amount of your annual premium so that you do not need to re-submit a new auto debit application if you decide to upgrade your plan in the future.
The bank takes about 3 months to approve or reject the application. In the meantime, we advise that you continue to make payments directly to AIA.
e) Online payment through Maybank2u
f) Over-the-counter at any Maybank service centres
We do not issue receipts when you pay your premium at Maybank’s service centres or through Maybank2u. The bank-in slip or online transaction statement are considered proof of payment.
You can cancel the credit card auto debit facility by logging on to our customer portal – MY AIA.
We advise that you follow the payment period as stated in your policy to ensure that you enjoy continuous coverage with us.
We advise that you make prompt payment so there is no disruption to your insurance coverage. If you fail to do so, your policy will not be active after the 31-day grace period, and you will no longer be covered by AIA.
There are a few alternatives available:
a) If your policy has cash dividends, you can use it to pay your premium.
To use your cash dividends for premium payment, you will need to inform us by emailing my.customer@aia.com or calling us on 1300 88 1899. We will send the relevant forms for you to complete and send back to us. This is not applicable for AIA PUBLIC customers.
b) If your policy has enough cash value, an Automatic Premium Loan (APL) will be triggered if premiums are not paid after the 31-day grace period.
This means the APL will be used to cover your unpaid premiums. Once your policy’s cash value is used up and the outstanding premiums are not paid, the policy will no longer be active. Please note that interest is charged on the APL at the current rate, which is subject to change.
APL does not apply for AIA PUBLIC certificates.
This is a loan that becomes available to you when your policy has a cash value to it. It is based on a percentage of the policy’s cash value, after deducting any outstanding loan or automatic premium loan on the policy.
You can apply for the policy loan by writing a letter to us or emailing us at my.customer@aia.com. We will send you the form for you to complete and send back to us. You can also mail your letter to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
Policy loans are not available for investment-linked, health and term policies, as well as AIA PUBLIC certificates.
You can if the original policy document issued is either lost or destroyed, and the policy is still active.
To apply:
1) Complete the Declaration for Lost Policy form which you can download here. You can also drop us an email at my.customer@aia.com and we’ll send you a copy.
2) You will need to pay a processing fee of RM15.00 or RM30.00 for Father & Son policies.
3) Submit the completed form together with the processing fee at any of our Customer Centres.
It is the transfer of policy ownership rights from the original owner to another party. Once the policy has been assigned, you can no longer nominate a nominee or trustee for the policy.
It is the transfer of policy ownership rights from the original owner to another party only upon the death of the insured Person. This is applicable to Non-Muslim policy owners only. This assignment is not allowed for third party policies such as juvenile or employer/employee policies.
This facility cannot be applied to AIA PUBLIC certificates.
The assignee must be at least 18 years old.
You can get the forms from any AIA Customer Centre or by leaving your contact details and request here. We will send or email the form to you.
The original completed form can be submitted to our any of our Customer Centres. You can also mail it to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
You can update your contact details by logging on to our customer portal – MY AIA.
You can do so by submitting the Request for Change form and paying the amount due, if any. Submit the completed form, which you can download here to your Life Planner or at any of our Customer Centres. You can also email the form to my.customer@aia.com or mail it to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
You can update new credit card details by logging on to our customer portal – MY AIA.
Your signature will always be compared against the signature you used when applying for your policy. If it is different from what we have in our records, we will ask you to re-submit your request.
The trustee’s signature is required to give consent for the changes that you asked for.
This is not applicable for AIA PUBLIC certificates.
You can reinstate your policy/certificate online via My AIA.
Please refer to the Service Request Guide on how to submit a policy/certificate reinstatement request via My AIA and Reinstatement Requirement Checklist for more details.
You can also contact your Life Planner for further assistance.
The date for your premium deductions cannot be changed. However, you can request to change the frequency of the premium payment to either monthly, annually, semi-annually or quarterly depending on the plan that you have.
You can change your benefits by submitting the Request for Change form. Submit the completed form, which you can download here to your Life Planner or at any of our Customer Centres. You can also email the form to my.customer@aia.com or mail it to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
Yes, you can. You can change your coverage amount by submitting the Request for Change form. Submit the completed form, which you can download here to your Life Planner or at any of our Customer Centres. You can also email the form to my.customer@aia.com or mail it to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
Effective 1 October 2020, AIA will no longer issue any physical medical card for all new policies/certificates as well as new medical riders to existing policies/certificates. Similarly, should there be any requests on medical card replacement come 1 October 2020 onwards, they will also no longer be accepted.
Customers are encouraged to access their e-medical card via the My AIA app.
You can download the claim form from here. You must complete the form, including the part on bank information. This section is important as we will pay the approved claim directly to your bank account via e-payment. Once completed, you may submit the claim form, together with the necessary documents, to your Life Planner or at any of our AIA Customer Centres for processing.
You can check your claim status by registering as a user of our customer portal AIA@MyService. Please click on this link to register. You can also speak to your Life Planner, visit any of our Customer Centres or contact our Care Lines - 1300 88 1899 (for policies with AIA Bhd.) or 1300 88 8922 (for certificates with AIA PUBLIC).
Yes. Just submit your claim documents including the approval letter, settlement details, copy of bills and official receipts certified by the other paying party to us.
No, you must submit your original bill or receipt from the hospital for medical reimbursement. If you are claiming for the balance which has not been paid by another insurer, please submit your claim to us once these documents have been returned to you.
Present your original documents to our AIA agency leader or authorised AIA staff at any of our Customer Centres together with letter from lawyer request original for court purpose. They will help to verify your duplicate copies against the original documents. Once the verification is done, you can submit the certified true copy documents together with the claim form and the said letter by lawyer.
Please submit the following supporting documents together with your claim form:
1. Breakdown of charges by item and description
2. Name of medication prescribed
3. Duration of medication supply
4. We may request for additional documents/ information when necessary
The following items are typically not covered
1. Telephone charges
2. Newspaper
3. Miscellaneous Charges
4. Medical Report Fees
5. Glasses, hearing aids or fitting
Co-insurance basically means that you agree to share the cost of healthcare services with your insurer. You will have to pay for a set percentage of the medical expense before your medical insurance begins to pay.
For overseas medical expenses, please submit your claim together with the required documents. Please refer to the checklist in the claim form for the documents we require to process your claim.
We will need a letter from the National Registration Department of Malaysia confirming the death. We will also need the certified copy of the death certificate issued by the country where the Insured Person had passed away.
Please call our AIA Care Line at 1300 88 1899 or the AIA PUBLIC Care Line at 1300 88 8922 (for Takaful plans).
Speedy - Funds are available on the same day or latest by the following day of payment date.
Convenient - Payments are credited directly into your account, removing the need to travel and deposit the cheque.
Safer - Misplaced, lost, fraudulent or expired cheques will no longer be an issue
You must complete the relevant authorisation form. You will be required to provide your bank account information along with other supporting documents when you select e-payment.
The following original documents are required for verification and copies are required to be submitted:
(a) a bank statement; OR (b) bank account passbook; OR (c) a stamped letter from your bank confirming your bank account details.
You can choose any of your existing active saving or current accounts held under your name. The saving or current account must be maintained with one of the financial institutions offering MEPS Inter-Bank GIRO (IBG) service.
For payment to joint name policies, a joint account bank number must be provided to AIA Bhd. and not an individual account number.
Yes, you are allowed to change your bank account details by submitting the relevant Authorisation Form together with the required supporting documents substantiating your request to AIA Bhd. No cost will be charged for this purpose.
Payment will be made electronically into your bank account by AIA Bhd. once you have received a bank notification (a general notification will be sent to you between 2 – 3 days from the policy transaction being approved).
Yes, a bank notification will be sent to you once the remittance has been paid to your beneficiary bank account.
Your bank account details and other related information:
Will be used solely for the purpose of effecting payments by crediting your bank account directly; and
Is protected under the Financial Services Act 2013 and the Islamic Financial Services Act 2013 that strictly prohibits the disclosure of such information to any person unless the customer or his personal representative has given written permission. It should be noted that by signing the relevant form to provide your bank account information, you will be authorising the disclosure of your bank account information to the relevant parties’ to effect payment to you e.g. insurance company, financial institutions.
If funds cannot be credited into your bank account due to, for example, incorrect bank account number, closed or inactive bank account, there could be unnecessary delay to the payment process. To avoid this issue, please ensure that your bank account is correct and active upon providing such information to us at AIA Bhd. Otherwise, arrangements will be made by AIA Bhd. to remit the payment to you via cheque.
If you want all your payments to be paid to the same bank account, you need to indicate so to AIA Bhd. at the point of submitting your Authorisation Form (one form per account number) or when you purchase the policy.
All monies due to a policyholder in the event of his death will go to the administrators of his estate of his named beneficiaries.
When you purchase a policy or policies with AIA Bhd., you can inform us that you want all your claims, policy disbursements and any other refunds to be settled via e-payment together with the supporting documents. With this arrangement you will not be required to inform AIA Bhd. every time you make a claim or request a disbursement. However, you must always remember to update your account details with us if there are any changes.
E-payment is the most efficient and safe mode of payment. However, in the event you do not wish to receive payments directly to your bank account, you need not provide your bank account details. Payments will still be made to you in the form of cheques.
Your payment can be made via TT to your foreign bank account number with all the supporting documents provided to AIA Bhd.
However, it is always advisable for an employee, either a Malaysian or a foreign worker to open a local bank account.
For any enquiries, please do contact your servicing Life Planner or call our Care Line at 1300 88 1899 or visit our nearest branch.
A Planned Admission is when a hospital admission is recommended by your attending specialist to treat your medical condition. Here is how a Planned Admission is done when you have medical insurance / takaful with AIA:
An Emergency Admission or Unplanned Admission is when an immediate or same-day hospital admission is necessary after consultation with the specialist. Here is how an Emergency Admission is done:
The pre-authorisation process is done prior to hospital admission to determine whether your insurance policy / takaful certificate benefits can cover the estimated expenses to be incurred for the hospitalisation.
A Guarantee Letter (GL) is a credit facility agreement between AIA and its panel hospitals for direct settlement of your hospitalisation claim. Hospital expenses that are covered by the policy / certificate benefits are paid directly by AIA to the hospital instead of you having to pay first; thus providing you with peace of mind when it comes to your healthcare needs.
Here are some details to keep in mind:
Outpatient Procedures |
Day Care Procedures |
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The Guarantee Letter (GL) facility is available to you when you undergo day care procedures in AIA panel hospitals. As day care procedures do not require overnight admission, you need not worry about not being able to obtain GL if you are not admitted.
If you require hospitalisation in an AIA panel hospital, all the necessary arrangements for a Guarantee Letter (GL) will be made by the hospital admission staff directly with AIA. If you choose to seek healthcare in non-panel hospitals, you will be required to pay the full hospitalisation expenses and submit a claim for reimbursement thereafter.
NOTE: Assistance from a Life Planner will not be necessary as AIA will handle the entire process. Life Planners will be notified about their customers’ GL status.
Factors that are considered for Guarantee Letter (GL) processing include (but are not limited to):
When an Initial GL is given, this means AIA has pre-authorised the claim based on information provided prior to your hospital admission and it will be subject to the actual treatment that is required during hospitalisation. A Final GL means the hospitalisation claim has been approved and actual incurred expenses that are covered will be payable to the hospital. You will have to pay any expenses that are non-coverable to the hospital before leaving the hospital.
AIA reserves the right to review the approval under circumstances where the actual treatment differs from what is stated in the pre-authorised Initial GL.
A denial of Guarantee Letter (GL) can be due to any one of the following reasons and scenario:
All private hospitals in Malaysia require their patients to pay a deposit prior to hospital admission. Here is what you need to know about Hospital Deposit:
Coverable Expenses |
Non-Coverable Expenses |
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Refer to the Exclusion list in your policy / certificate contract |
If your policy / certificate comes with the co-insurance / co-takaful or the deductible feature, it means you would need to share the cost of your medical expenses with AIA.
When you have recovered and are fit for discharge from the hospital, a waiting time should be expected. To understand why, here is the discharge process:
You are recommended to do the following:
AIA works alongside a large network of private hospitals nationwide to give our customers peace of mind in seeking healthcare services wherever they are.
The AIA Platinum Hospital Network comprises of selected hospitals from the AIA panel. These hospitals are recommended by AIA to our customers because they meet our selected criteria such as quality, affordability, and customer experience. Customers will also get to enjoy additional benefits such as:
To find an AIA Panel Hospital, you can:
This is a new Guarantee Letter service for Individual Medical policy/certificate holders which will enable them to opt for a cashless visit in their post hospitalisation care.
Customers can easily request for the GL via the My AIA app:
Please click here for the journey.
You should request for the GL 7 days in advance before your appointment date.
If this happens, the admitting panel hospital can submit the Post-Hospitalisation GL request to AIA on behalf of customer.
No, the Post Hospitalisation GL only covers the treating doctor(s) as stated in the post hospitalisation GL.
A notification will be sent to your My AIA App
Please click here for the screenshots.
Click on the Bell Icon on the top right of your app dashboard. You will be brought to your inbox. The GL notifications are under ‘Statements & Letters”.
The Post Hospitalisation GL is only valid for a follow up after a hospitalisation has taken place. Therefore, you will only see the display if:
No. You are only required to show the notification in your My AIA App to the hospital personnel during registration.
No, agents cannot submit on your behalf. Only you are allowed to request for the post hospitalisation GL.
AIA will be introducing a new feature called “One GL per Post-Hospitalisation Visit”. With this, members will need to request a new GL for each post-hospitalisation follow-up visit with the treating doctor(s). This process is to ensure that the member benefit utilisation is kept current therefore providing a faster and more seamless experience during their subsequent visits. It applies for those hospitalisation / out-patient visit effective from 23 Jun 2022 onwards.
Customers can easily request for their GL via the My AIA app.
Please click here for the journey.
Members should request for the GL 7 days in advance before your appointment date.
If this happens, the admitting panel hospital can submit the Outpatient specialist or Post-Hospitalisation GL request to AIA on behalf of the member.
For any Final Guarantee Letter (hospitalisation GL) issued prior to 23 June 2022, whereby the GL includes follow-up visits, it will be valid as per the stated duration. Hence, they do not need to request for a new GL.
There will be a notification sent to your My AIA App.
Please click here for the screenshots.
Click on the Bell Icon on the top right of your app dashboard. You will be brought to your inbox. The GL notifications are under ‘Statements & Letters”.
Post Hospitalisation GL is only valid for a follow up after a hospitalisation. Therefore, you will only see the display if:
These GL selections are only valid for follow up visits and if there is a valid initial GL issued. The app is configured to only show the display of you have a valid initial GL for a subsequent collection of medication. Likewise, if you have a valid GL issued for Physiotherapy / Dialysis eligible for follow up, only then you can see it in the dropdown selection.
No. You are only required to present the notification in your My AIA App to the hospital personnel during registration.
AIA's Fixed Rate Loan is suitable if you're purchasing a property or keen to switch the loan you currently have to the one we offer.
Fixed Rate Loan offers stability by locking at a fixed rate so that your monthly installments are constant throughout the duration of the loan. You do not have to worry about your payments increasing even if interest rates rise, as our home loan comes with a fixed rate throughout the term of the loan.
Those who are:
For new purchases, the MOF is based on the Open Market Value (OMV) or the purchase price of the property, whichever is lower. For refinancing, the MOF is based on the OMV. The OMV will be based on the valuation report prepared by our panel of valuers.
You can refer to the table below on the percentage of MOF given to residential and commercial properties:
Type of Property |
New Purchase |
Refinance |
Residential |
MOF is up to 90% |
MOF is up to 80% |
Commercial |
MOF is up to 80% |
MOF is up to 70% |
Exceptions can be considered on a case by case basis.
For residential properties, it is up to 35 years or age 70, whichever is earlier. For commercial properties, it is up to 30 years or age 65 whichever is earlier.
We finance completed residential properties such as single-storey link houses, double-storey link houses, semi-detached houses, bungalows, condominiums, apartments, townhouses, etc. with a minimum market value of RM200,000 and minimum loan amount of RM100,000 as well as under construction residential properties by selected projects and developers.
AIA also finances completed commercial properties such as completed shop lots and shop houses at selected areas with a minimum market value of RM500,000 and minimum loan amount of RM400,000.
For more information, please contact our AIA Life Planner.
Yes, you can. However, you are required to purchase the AIA Group Mortgage Reducing Term Assurance or the AIA Life Policy to secure the loan.
Individual life policies or MRTA from other insurance companies can only be accepted if they can be assigned to us. You will have to bear the costs or fees and the process of assigning the policies to us.
We encourage for both husband and wife to apply together. However, we do consider single application on case to case basis.
Yes, a valuation report is required by our panel of valuers once the loan is approved.
Valuation report may be waived for newly completed properties purchased directly from developers at our discretion.
No. You are required to use the solicitors that are on our panel.
When you buy an insurance policy, you are transferring the risk of a potential financial loss to the insurance company in exchange for a fee. The insurance company, in return, promises to provide you with financial assistance if you face an unexpected loss.
Insurance coverage should be a key component of anyone’s financial planning. We all work very hard to secure a bright future and afford a lifestyle that we can enjoy. As we keep working towards our financial goals, we must not forget to protect what we have already achieved.
Yes. However, the coverage of the policy must not be less than the loan amount.
We all work very hard to secure a bright future and afford a lifestyle that we can enjoy. As we keep working towards our financial goals, we must not forget to protect what we have already achieved. We advise that you consider purchasing an insurance policy or the Group Mortgage Reducing Term loan to ensure that you and your property are protected.
We have a variety of life policies to suit your needs. You can even opt for the Group Mortgage Reducing Term assurance where you only need to pay one lump sum and we will cover you for the entire loan period.
We can connect you to our AIA Life Planner. Please leave us your contact details by clicking on this link or call us on 1300 88 1899.
You can pay your housing loan through:
a) Over-the-counter at any of our Customer Centres.
b) Online payment through banks other than Maybank
Please ensure AIA Bhd. is the beneficiary and the reference is complete and correct. These are the required details that you will need to fill up during the online transaction.
|
|
Beneficiary/ Recipient / Collection Bank |
: |
Maybank |
|
|
Beneficiary/ Recipient Name |
: |
AIA Bhd |
|
|
Beneficiary/ Recipient Account No |
: |
514011997003 |
|
|
Beneficiary/ Recipient Reference |
: |
855xxxxxxxM |
|
|
Transaction Type |
: |
Loan Payment |
Payment will be captured within three working days provided that all the information required is correct.
c) Standing Instruction with Maybank
This is only for monthly instalment repayment of the home loan.
Payment is to be made to:-
|
|
Collecting Bank |
: |
Maybank |
|
|
AIA Collection A/C No |
: |
5140 1199 7003 |
Please ensure that you indicate your housing loan number. As the monthly instalment will be due on the 1st of every month, we advise you to set the standing instruction at 10 days before the due date.
d) Online payment through Maybank2u
e) Over-the-counter at any Maybank service centres
We do not issue receipts when you pay your housing loan at Maybank’s service centres or through Maybank2u. The bank-in slip or online transaction statement are considered proof of payment
You can refer to the table below for the list of fees and charges.
FEES AND CHARGES
NO |
TYPES |
AMOUNT |
1 |
Redemption Statement |
RM50.00 for each request |
2 |
Confirmation letter to EPF for EPF withdrawal |
RM20.00 for each letter |
3 |
Photocopies of security documents |
RM10.00 for each document |
4 |
Documents couriered to customers (local courier only) |
RM10.00 for each request |
5 |
Request for loan statement (adhoc basis) |
RM5.00 for each request |
6 |
Processing fees |
Currently waived |
7 |
Late Payment Charges |
1.00% per annum on the amount in arrears accruing from the due date to payment date |
This is what you should do:
1. Click on this link and download the settlement form.
2. Fill in the details and forward to us at my.loan@aia.com
We will process your request within 5 working days.
This is what you should do:
1. Click on this link and download the EPF Request form.
2. Fill in the details and forward to us at my.loan@aia.com
We will process your request within 7 working days.
For registration in MY AIA, please follow the below steps:-
1) Log in to www.aia.com.my or http://www.aia.com.my
2) Go to My AIA and select Customer -> Login
3) Click “Register Now”
4) Complete the 4 pages of “Register For MY AIA”
The grace period is 7 calendar days. We will charge interest on payments made after the grace period. The table of payment due date is as follows:
Loan Status |
Type of payment |
Due Date |
FULLY drawdown |
Monthly Instalment |
1st of every month |
PARTIALLY drawdown |
Progressive Interest |
14th of every month |
You can pay via:
a) Visa/ Mastercard auto debit.
It will take approximately one week for this request to be approved.
b) Over-the-counter at any of our Customer Centres.
c) Online payment through Maybank2u
We advise you to pay your premiums on time so you do not incur any late payment charges. We will have to charge interest on the outstanding premium if we do not receive the payment after 50 days from the policy’s effective date, as stated in the Policy Schedule of your Fire Insurance Policy.
You can email us at my.loan@aia.com or call our Care Line on 1300 88 1899.
The Roadside Assist website (www.aia.com.my/roadsideAssist:) makes it easy and convenient for you to perform the following tasks:
(i) Request for roadside assistance in the event of an accident
(ii) Select workshops and tow trucks that are in the vicinity of the accident
(iii) Real-time geolocation tracking of tow trucks
(iv) Submit your claims by uploading the images of your car damage and other documents directly to AIA General Berhad.
(v) Check the status of your claims or repairs
1. Lodge a police report within 24 hours.
2. Notify AIA or your agent immediately after the accident.
3. If you do not plan to claim, you can still complete the Motor Claim Form which is available on www.aia.com.my and submit it to us for notification purpose.
1. Lodge a police report within 24 hours.
2. Send your vehicle to an AIA’s authorised panel workshop (recommended).
3. Give full co-operation to the panel workshop by providing them the required documents & information. This will then be shared with AIA General Berhad.
You can submit a claim through the AIA Roadside Assist website at www.aia.com.my/roadsideAssist and/or call 1800 88 8733 or 03-7989 0352.
1. Motor Claim Form duly completed and signed
2. Original police report
3. Copy of owner & driver’s I.C & driving license
4. Copy of registration card
5. Copy of policy schedule/cover note
AIA will notify you via SMS on the status of your claim when it is approved. You can also check the status at www.aia.com.my/roadsideAssist from 15 March 2023 onwards.
Motor policies are an indemnity policy i.e. it restores the insured vehicle back to its condition prior to the accident/loss. If new franchise parts are used, you will have to bear the betterment expense of the franchise parts that have been replaced in accordance with the following scale:
Age of vehicles/Years |
Betterment Rate % |
Less than 5 years |
0 |
5 |
15 |
6 |
20 |
7 |
25 |
8 |
30 |
9 |
35 |
10 and above |
40 |
In the event non-franchise parts or second-hand parts are used, the betterment factor will not be applied.
The Endorsement 2(f) compulsory excess clause is applicable to Private Car Policies in the event of an accident, where your vehicle is being driven by any person (whether yourself, or someone authorized by you) is:
1. under the age of 21 years; or
2. the holder of a Probationary Driving License (P License) or holding a full driving license for less than two years; or
3. is not named in the Policy Schedule (unnamed driver)
If the vehicle at the time of loss is insured for a sum less than its market value, the insurer will determine the compensation according to the formula below:
Sum Insured |
x Adjusted Loss |
Market Value at time of loss |
If an underinsured vehicle is involved, the policyholder will be considered his/her insurer and will bear the estimated proportion of the loss. However, this will not apply unless the market value at the time of loss exceeds the insured value by 10% or more.
You can call any of our authorised panel workshops who are on call to provide 24-hour assistance. Alternatively you can also reach out to Auto Assist at 1 800 888 733 or 03-79890352. You can also access the AIA roadside assist website via www.aia.com.my/roadsideAssist for further assistance
Yes, you can but you are encouraged to go to an AIA authorised panel workshop as your policy excess will be waived when repairs are carried out in an AIA panel workshop
Yes. Once you have made an Own Damage Claim against your motor policy, your NCD will be reversed to zero upon renewal of your motor policy
1. Motor Claim Form duly completed and signed
2. Original police report
3. Copy of owner & driver’s I.C & driving license
4. Copy of registration card
5. Copy of policy schedule/cover note
6. Third party(ies) police report
7. Police investigation outcome
8. Police sketch plan
9. JPJ search on Third Party's (TP) insurer
10. Knock-for-Knock (KFK) Declaration Form
There are two options for you to consider:
Option 1: Direct Third-Party Claim
You can claim against the third party’s insurer for the cost of repairs and CART (compensation for assessed repair time). This option will allow you to preserve your NCD as you are not claiming against your own policy.
However, it may take awhile for the claim to be processed and the amount reimbursed may not match the cost of repairs incurred.
Option 2: Own Damage Knock-for-Knock (OD KFK) claim
You can submit a claim under OD KFK to your own insurer. As it has been established that the third party is at fault, your NCD will not be forfeited upon the renewal of your policy. The process of handling the OD KFK claim is similar to the Own Damage claim.
However, the insurer will require proof that the accident was caused by the third party. The advantage of this option is that your vehicle repairs will be expedited, and you will not need to pay for the repairs (unless betterment and under-insurance is involved).
Please note however that OD-KFK is not applicable under the following circumstances:
1. There are third party injuries involved in the accident
2. Accidents involving vehicles used for hire & reward (e.g. taxis, hired cars, public buses, stage buses, school buses factory buses etc.)
3. Accidents involving foreign registered vehicles
You are encouraged go to an AIA authorised panel workshop for the replacement of your vehicle’s windscreen.
The documents required are:
1. Motor Claim Form duly completed and signed
2. Repairer’s bill with breakdown on items
3. Warranty card and/or proof of installation of tinted film prior to the damage
4. Photographs before repair to include tinted film, if applicable
5. Photographs before and after repair to include logo of windscreen
6. Letter from policy owner authorising payment to workshop
7. Copy of owner’s I.C
8. Copy of registration card
The windscreen coverage will be automatically terminated upon the first claim where there is a replacement of any glass in the windscreen, window or sunroof. You will need to reinstate your cover with an additional premium payment.
Yes, you can choose to repair the windscreen if the damage is minimal. We will continue to provide coverage to the insured vehicle during the currency of this period for the amount as stated below:
1. The sum insured is less that the cost; or
2. For the reinstated original insured amount provided that the customer has paid the additional reinstatement premium.
No, your NCD rate will be unaffected by a windscreen claim
1. Lodge a police report within 24 hours.
2. Notify AIA and your Agent immediately after the loss.
Please submit your claim with all relevant documents as soon as possible to so we are able to quickly assign an adjuster to investigate the loss.
Motor Claim Form duly completed and signed
Original police report
Copy of owner & driver’s I.C & driving license
Copy of registration card
Copy of policy schedule/cover note
Copy of hire purchase agreement, if applicable
Police investigation outcome, when available
1. Upon receiving the claim documents, the claim will be registered and an adjuster will be appointed to investigate into the loss.
2. The adjuster’s investigation will take approximately 4-6 weeks to complete, depending on the complexity of the case. For more complex cases, a longer investigation period may be required.
3. Upon receiving the adjuster’s investigation report, we will request for the police’s investigation outcome. You may also follow-up with the police for the outcome concurrently.
4. Upon receiving the outcome of the police investigation, we will finalise the claim and provide you a proposed amount based on your loss/damages.
** The above procedure will take approximately 3-6 months from the date of submission of your claim.
a) It is important that you immediately lodge a report with the respective authorities:
i) Police for crime related incidences and damage caused by vehicles
ii) Fire Brigade for fire related incidences.
b)Notify AIA immediately by calling us at (03- 2056 1111) or drop us an email at MY.GI-Ops@aia.com and provide the following details: -
i) Name of the insured person
ii) Policy number
iii) Insured person’s contact number
iv) Date of loss/accident
v) Full circumstances of loss and
vi) Details of the affected property and estimated lossc) Take all reasonable steps to minimize and prevent further losses such as securing the damaged locks.
c) Take all reasonable steps to minimise and prevent further losses such as securing or replacing the damaged locks.
When we receive your notification of a claim, we may assign an independent loss adjuster to assess your losses. If a loss adjuster is appointed, they will contact you to fix an appointment to investigate the claim.
Please also submit the necessary documents below:
i) Completed General Claim Form
ii) Police report/fire brigade report, if applicable
iii) Purchase invoices of the lost/damaged items
iv) Repair quotation/bill
v) Photographs depicting the points of entry and the damaged items
vi) Technician/repairer’s report on the cause of the damage
vii) Copy of identity card/s (for individual) and SSM profile, Form 24 and 49 or equivalent documents (for companies).
viii) Other documents to substantiate the loss such as delivery order, stock record, receipts, sales record, cash record, etc.
The claims examiner may request for additional documentation or further information at the time of your claim review.
Submit the completed claim form with all the supporting documents to the loss adjuster/ AIA.
If repair work needs to be done urgently, the damaged items should always be photographed beforehand and/or kept for eventual inspection by us or the independent loss adjusters. The repair cost incurred is subject to the insurer’s market enquiries.
If the purchase invoices are not available, please provide us with other proof of ownership such as photographs, warranty card, box of the stolen/damaged item or manual for our consideration. We may deduct a certain percentage for inaccuracy or uncertainty in assessing the loss. Please let us know the year of purchase and the full description of the lost/damaged item i.e. brand, model, size, features, etc.
The payment will be made via Giro Transfer. Please fill up the bank details in the claim form to enable us to credit the payment to you
Yes, the bank will an email notification to the email address that you have provided in the claim form.
Please send us every letter, writ and summon that you receive from the third party. Do not respond to their correspondences.
Please do not admit or discuss the issue of liability with any third party or his/her/their representative/s.
No negotiation or settlement of claim is to be made without AIA’s prior consent.
To help us assess the third party’s claims, please provide us with the following:-
i) The completed Claim Form
ii) Police report
iii) Internal investigation report/incident report
iv) Photographs
v ) Correspondences received from the third party or their solicitors
vi) Other relevant documents deemed necessary
It depends on whether your policy is arranged on a market value or reinstatement value basis.
If your policy settlement is based on indemnity or market value, depreciation, wear and tear shall be taken into account in our assessment of the loss.
For policies that are arranged on a reinstatement value basis, we will pay you the cost of replacing/reinstating the same type/kind of property. This is subject to terms and conditions
We applied depreciation as the affected property/item has not been repaired or replaced. The depreciation factor will be waived if you provide us with the invoice and photographs of the repair/replacement.
Tariffs are sets of fixed price list created under insurance acts to streamline and control premium charges and policy wordings.
Examples of these are Motor and Fire insurance policies. When premiums are tariffed, insurance companies are not allowed to vary the prices chargeable on the insurance policy.
The liberalisation of motor insurance means that the price of motor insurance products will no longer be determined based on Motor Tariff (a set fixed price list). Pricing will be determined by individual insurers and takaful operators.
Consumers will now be able to enjoy a wider choice of motor insurance products at competitive prices as liberalisation encourages innovation and competition among insurers and takaful operators.
Insurers and takaful operators are able to charge premiums that are in line with broader risk factors inherent in a group of policyholders being insured; and also market new products that are not defined under the tariff.
As the supervisory authority for all financial institutions, Bank Negara Malaysia (BNM) has the oversight on the application of Tariffs.
Insurance premium is calculated based on the sum insured and model of the vehicle. Additionally, insurers are allowed to apply limited premium loading based on the age of the driver and the number of accidents on record. Depending on the driver’s claims history, the calculated premium to be paid is adjusted against the discount (No Claim Discount or NCD).
Typically, drivers with good driving records can enjoy a higher percentage of NCD up to 55%.
However, the driver may experience receiving different quotes from different insurers due to other factors mentioned above.
As Malaysia progresses towards a developed nation status, the insurance market is being opened up to allow a more equitable approach to the charging of premium.
A good risk should be rewarded and a bad risk recognised. This means that a good driver should pay lesser premium compared to another driver who is in a class that is more likely to experience many accidents. There should also be incentives for perceived bad drivers to become better risks and be rewarded with reduction in premium.
The first phase of the Liberalisation of the Motor and Fire Tariff was introduced on 1 July 2016. During this initial phase, insurers and takaful operators were given the flexibility to offer new motor products and add-on covers that were not defined under the existing tariff.
From 1 July 2017 onwards, premium rates for Motor Comprehensive; and Motor Third Party Fire and Theft products will be liberalised where premium pricing will be determined by individual insurers and takaful operators.
However, premium rates for Motor Third Party product will continue to be subjected to tariff rates.
Liberalisation and open markets are associated with developed countries. The journey can be guided or left to market forces.
For consumers, the benefits include:
As a consumer, there is an expectation that there will be wider choices and options of motor and fire products available to purchase, and that the products will be more suited to the individual’s needs.
For low risk groups, premiums are expected to be lower. On the other hand, for high risk groups, premiums chargeable are expected to be higher but this can be moderated by risk reduction factors undertaken by the policyholders e.g. safer driving habits to reduce accidents, installation of car telematics or certified anti-theft devices for cars which help reduce theft.
Effective 1 July 2017, under the liberalised environment, more risk factors will be taken into account in determining premiums. Other than the sum insured, cubic capacity of the vehicle engine, age of vehicle and age of driver, premiums may be driven by other factors.
These factors could be safety and security features of the vehicle, duration that the vehicle is on the road, geographical location of the vehicle (in areas with higher incidents of theft) and traffic offences on record. These factors will define the risk profile group of the policyholder which will determine the premium.
As different insurers and takaful operators have different ways of defining the risk profile group, the price of a motor policy would differ from one insurer to another.
Consumers should consider the following points when buying insurance:
Driving behaviour and driving experience is expected to be considered in risk profiling in order to determine the premium.
The NCD structure will remain unchanged and continue to be transferable from one insurer or takaful operator to another. You will be entitled to the NCD which you are eligible for.
Motor Third Party insurance product is still available for consumers who want to purchase basic motor insurance cover at tariff rate.
You are advised to always check with your insurer or takaful operator or the agent on new products and add-on covers introduced.
Do shop around to make informed purchasing decisions by obtaining different quotations by contacting the agents, insurers or takaful operators through their call-centres or online channels.
This will differ from insurer to insurer. Consumers should shop around for the motor insurance that best meets their needs.
New online distribution channels which are cost efficient would enable insurance protection to be purchased in a manner most convenient to the consumers.
We anticipate that there will be developments in IT online platforms that will be able to provide consumers a quick comparison of prices with different features enabling them to make an informed decision.
Insurance companies in Malaysia are closely regulated by the BNM and have adequate measures and guidelines in place to ensure proper and prudent underwriting and a sound marketplace. One of the policy intentions of BNM is to moderate the increase in competition and product innovation to ensure the industry and consumers will be able to adapt in a sustainable and gradual manner.
Moreover, the Phased liberalisation is a continuation of the New Motor Cover Framework. The discussion on Phased Liberalisation between the industry and BNM has taken place since 2013. Various measures have been taken at individual company level with lead times provided to allow all insurers to build internal capabilities and formulate their marketing activities based on their business models. In addition, the Liberalisation of the Motor and Fire Tariffs will be implemented in a phased approach, which will allow time for industry to adjust to the new operating environment.
However, in anticipation of adverse unsustainable pricing, the regulator has phased the liberalisation process and insurance companies will need to get approvals if they want to price aggressively. In addition, the Risk Based Capital Framework will ensure companies have adequate funds in place.
Although consumers will be more empowered, they can still consult their insurance agent with whom they have been consulting previously to answer all their concerns on insurance. They can also approach the companies directly and then make their own decision on the policy/cover they want to purchase.
New products to be offered will be determined by market forces. Insurers are now allowed to be more innovative and deliver better products to protect the consumers. Therefore we can expect to see some interesting products in the market. The industry has been working very closely with the regulator on the preparations for liberalisation and this new transition has been well planned under the direction of BNM.
A risk profile is an analysis of whether a pool of consumers present a high or low risk, based on certain factors. Each insurance company is expected to be guided by its own identified risk factors.
With liberalisation, there will no longer be fixed premium rates based on the model, age and cubic capacity of the vehicle to be insured.
Premiums will now be charged based on the risk profile of the insured, e.g. driving habits, claims history, etc. With this subjective assessment, there is bound to be a difference in premiums amongst insurance companies.
Consumers should shop around and select the insurance coverage that best meet their needs and at a competitive price.
Premiums will be impacted by the claims history and driving habits of the insured. However, the first phase of liberalisation covers Comprehensive and Third Party Fire and Theft cover, which are basically purchased by owners of private cars and other four wheeled vehicles.
PIAM is committed to promote safe driving habits and all road users should consciously practice good driving habits, not just to enjoy lower premiums but also for their own safety.
Topical information will be posted on insurers and takaful associations’ respective websites.
In addition, consumers may contact the following:
AIA Bhd. is going to transfer its general business to AIA General Berhad to comply with the law (Section 16 of the Financial Services Act ("FSA")) which provides that a composite licensed insurer (such as AIA Bhd.) shall not carry on both a life and general insurance business.
The transfer will therefore separate the life and general insurance business of AIA Bhd. into 2 companies with effect from 1 July 2018. The life insurance business will be carried on by AIA Bhd. and the general insurance business will be carried on by AIA General Berhad (a wholly owned subsidiary of AIA Bhd.).
1 July 2018. The first working day will be on 2 July 2018.
AIA General Berhad is a wholly owned subsidiary of AIA Bhd.
Moving forward, AIA General Berhad will continue to provide the same services that its general insurance customers, vendors and partners are receiving now from AIA Bhd.
There will be no change to your existing contracts with AIA Bhd. All general insurance contracts with AIA Bhd. will be “vested” in AIA General Berhad through the Court Order meaning that AIA General Berhad will “step into AIA Bhd.’s place” for these contracts and continue to honour them.
Yes, AIA Bhd. will continue to be in operations and will carry on the life insurance business.
No. There will be no change to the existing general insurance policies.
No. All the existing inforce policies will remain (unchanged).
No. The existing life planners, intermediaries and AIA Customer Centres will still continue to service the general insurance policies.
No. The current Customer Contact Center number 1300-88-1899 will remain.
The services will remain unchanged except for the forms for any transaction relating to general insurance. Effective 1 July 2018, these forms will carry AIA General Berhad’s name.
No. The current processes, procedures and service commitment will remain unchanged.
Effective 1 July 2018, the existing standing instructions such as auto-debit and recurring payment made via online banking will be automatically changed to AIA General Berhad following the Vesting Order issued by the High Court of Malaya.
For payment made via cheque, customers will need to change the payee to AIA General Berhad.
Customers are encouraged to opt for auto-payment mode for their convenience.
We have published the Notice of The Scheme of Transfer in the New Straits Times, Berita Harian and the national gazette on 12 April 2018. We have also published the Scheme of Transfer in the News Straits Times and Berita Harian on 25 June 2018. We have also sent separate communications to staff, life planners, business partners and regulators.
CRS is a worldwide information-gathering and reporting requirement for financial institutions (including insurance companies and takaful operators) of the Participating Jurisdictions with the aim to increase tax transparency and combat cross-border tax evasion.
All financial institutions, including AIA, are legally required to collect and report your tax details following the gazette order issued by the Malaysia Federal Government under Income Tax (Automatic Exchange of Financial Account Information) Rules 2016 ("CRS Rules").
Yes, based on the CRS Rules, all financial institutions within the Participating Jurisdiction are required to comply with the CRS requirements.
CRS Rules require us to obtain your foreign tax residency status (if any).
E.g. If you have an insurance policy with AIA, we must ask you to disclose your tax residency status by completing a form known as "CRS Self-Certification Form". If you have any foreign tax residency, we will report your information to the local government authorities or regulatory bodies. This information may be exchanged with the tax authorities of another country/jurisdiction in which you may be a tax resident.
Please contact your tax advisor or refer to the Organisation for Economic Co-Operation and Development (OECD) website for more information on Common Reporting Standards. AIA, as a financial institution, is not allowed to give you any tax advice.
You need to complete the "CRS Self-Certification Form" and confirm your tax residency status for any country other than Malaysia and the United States of America.
Under the CRS Rules, AIA is required by law to verify the information declared by you in the CRS Self-Certification. Among the supporting documents are copy of your passport, working permit, student visa, etc.
As this is a requirement of CRS Rules, AIA will not be able to process your application for insurance/takaful coverage, request for change or claims without receiving the necessary documents.
Yes, your information is strictly protected by AIA. AIA respects your data privacy.
For more information about CRS, please visit OECD Automatic Exchange of Information portal, http://www.oecd.org/tax/automatic-exchange.
A non-financial entity (NFE) is considered to be an Active NFE if it meets any of the criteria listed below. In summary, those criteria refer to:
An entity will be classified as "Active NFE" if it meets any of the following criteria:
a) less than 50% of the NFE’s gross income for the preceding calendar year or other appropriate reporting period is passive income and less than 50% of the assets held by the NFE during the preceding calendar year or other appropriate reporting period are assets that produce or are held for the production of passive income;
b) the stock of the NFE is regularly traded on an established securities market or the NFE is a Related Entity of an Entity the stock of which is regularly traded on an established securities market;
c) the NFE is a Governmental Entity, an International Organisation, a Central Bank, or an Entity wholly owned by one or more of the foregoing;
d) substantially all of the activities of the NFE consist of holding (in whole or in part) the outstanding stock of, or providing financing and services to, one or more subsidiaries that engage in trades or businesses other than the business of a Financial Institution, except that an Entity does not qualify for this status if the Entity functions (or holds itself out) as an investment fund, such as a private equity fund, venture capital fund, leveraged buyout fund, or any investment vehicle whose purpose is to acquire or fund companies and then hold interests in those companies as capital assets for investment purposes;
e) the NFE is not yet operating a business and has no prior operating history, (a “ start-up NFE”) but is investing capital into assets with the intent to operate a business other than that of a Financial Institution, provided that the NFE does not qualify for this exception after the date that is 24 months after the date of the initial organisation of the NFE;
f) the NFE was not a Financial Institution in the past five years, and is in the process of liquidating its assets or is reorganising with the intent to continue or recommence operations in a business other than that of a Financial Institution;
g) the NFE primarily engages in financing and hedging transactions with, or for, Related Entities that are not Financial Institutions, and does not provide financing or hedging services to any Entity that is not a Related Entity, provided that the group of any such Related Entities is primarily engaged in a business other than that of a Financial Institution; or
h) the NFE meets all of the following requirements (a “non-profit NFE”) :
Note: Certain entities (such as U.S. Territory NFFEs) may qualify for Active NFFE status under FATCA but not Active NFE status under the CRS.
A "Controlling Person” is a natural person who exercises control over an entity. Where an entity Account Holder is treated as a Passive Non-Financial Entity (“NFE”) then a Financial Institution must determine whether such Controlling Persons are Reportable Persons.
In the case of a trust, the Controlling Person(s) are the settlor(s), the trustee(s), the protector(s) (if any), the beneficiary(ies) or class(es) of beneficiaries, or any other natural person(s) exercising ultimate effective control over the trust (including through a chain of control or ownership). Under the CRS the settlor(s), the trustee(s), the protector(s) (if any), and the beneficiary(ies) or class(es) of beneficiaries, are always treated as Controlling Persons of a trust, regardless of whether or not any of them exercises control over the activities of the trust.
The settlor(s) of a trust is an Entity then the CRS requires Financial Institutions to also identify the Controlling Persons of the settlor(s) and when required report them as Controlling Persons of the trust.
In the case of a legal arrangement other than a trust, “Controlling Person(s) means persons in equivalent or similar positions.
Custodial Institution” means any Entity that holds, as a substantial portion of its business, Financial Assets for the account of others. This is where the Entity’s gross income attributable to the holding of Financial Assets and related financial services equals or exceeds 20% of the Entity’s gross income during the shorter of: (i) the three-year period that ends on 31 December (or the final day of a non-calendar year accounting period) prior to the year in which the determination is being made; or (ii) the period during which the Entity has been in existence.
A legal person or a legal arrangement, such as a corporation, organisation, partnership, trust or foundation. This term covers any person other than an individual (i.e. a natural person).
Financial Institution” means a “Custodial Institution”, a “Depository Institution”, an “Investment Entity”, or a “Specified Insurance Company”.
A Non-Reporting Financial Institution” means any Financial Institution that is:
any other defined in a countries domestic law as a Non-Reporting Financial Institution.
Participating Jurisdiction means a jurisdiction with which an agreement is in place pursuant to which it will provide the information set out in the CRS.
Participating Jurisdiction Financial Institution means any Financial Institution that is tax resident in a Participating Jurisdiction, but excludes any branch of that Financial Institution that is located outside of that jurisdiction, and any branch of a Financial Institution that is not tax resident in a Participating Jurisdiction, if that branch is located in such Participating Jurisdiction.
Passive NFE means any: (i) NFE that is not an Active NFE; and (ii) Investment Entity located in a Non-Participating Jurisdiction and managed by another Financial Institution.
An Entity is a “Related Entity” of another Entity if either Entity controls the other Entity, or the two Entities are under common control. For this purpose control includes direct or indirect ownership of more than 50% of the vote and value in an Entity.
Reportable Account” means an account held by one or more Reportable Persons or by a Passive NFE with one or more Controlling Persons that is a Reportable Person.
Reportable Jurisdiction is a jurisdiction with which an obligation to provide financial account information is in place.
Reportable Jurisdiction Person is an Entity that is tax resident in a Reportable Jurisdiction(s) under the tax laws of such jurisdiction(s) - by reference to local laws in the country where the Entity is established, incorporated or managed. An Entity such as a partnership, limited liability partnership or similar legal arrangement that has no residence for tax purposes shall be treated as resident in the jurisdiction in which its place of effective management is situated. As such if an Entity certifies that it has no residence for tax purposes it should complete the form stating the address of its principal office.
Dual resident Entities may rely on the tiebreaker rules contained in tax conventions (if applicable) to determine their residence for tax purposes.
A “Reportable Person” is defined as a “Reportable Jurisdiction Person”, other than:
Generally, an Entity will be resident for tax purposes in a jurisdiction if, under the laws of that jurisdiction (including tax conventions), it pays or should be paying tax therein by reason of his domicile, residence, place of management or incorporation, or any other criterion of a similar nature, and not only from sources in that jurisdiction. Dual resident Entities may rely on the tiebreaker rules contained in tax conventions (if applicable) to solve cases of double residence for determining their residence for tax purposes. An Entity such as a partnership, limited liability partnership or similar legal arrangement that has no residence for tax purposes shall be treated as resident in the jurisdiction in which its place of effective management is situated. A trust is treated as resident where one or more of its trustees is resident.
Specified Insurance Company means any Entity that is an insurance company (or the holding company of an insurance company) that issues, or is obligated to make payments with respect to, a Cash Value Insurance Contract or an Annuity Contract. This also applies to Takaful Operator.
“TIN” means Taxpayer Identification Number or a functional equivalent in the absence of a TIN. A TIN is a unique combination of letters or numbers assigned by a jurisdiction to an individual or an Entity and used to identify the individual or Entity for the purposes of administering the tax laws of such jurisdiction.
PDPA 2010 is an Act, enacted by Parliament of Malaysia, to regulate the processing of personal data in commercial transactions.
The PDPA defines personal data as any information that a person provides during a commercial transaction. The information relates directly or indirectly to the person, who is identified or can be identified based on the information provided. Personal data includes a person’s name, address, IC number, passport number, email address and other contact details.
Sensitive personal data is information that relates to the physical or mental health or condition of an individual. It includes the person’s:
Any business transactions which is not necessarily contractual. This includes the collection of personal data of potential customers.
It is the act of collecting, recording, holding or storing personal data and carrying out any operation or set of operations on the personal data.
You have the right:
i) To access your personal data and to update the information. This is to make sure that the personal data is accurate, complete and up-to-date.
ii) To withdraw your consent of disclosing your personal data for marketing or any other purposes, other than for the purpose of service that you are subscribing for.
We cannot deny your request to have access to your data. We can only do so if we cannot confirm your identity.
Yes, the Privacy Statement is available here and also at our Customer Centres.
We will only keep your personal data for as long as it is necessary to do so. This is so that we can use the data to process your request or to meet any legal, regulatory or internal requirements.
In some cases we may transfer your personal data to places outside of Malaysia. This is necessary to provide you the services that you require or in situations where we need to perform our contractual obligations.
We will not be able to process your application if you do not provide the mandatory data we require. In cases where you do not provide data that is considered voluntary, we will still process your application, but we may not be able to provide the full range of services that we offer.
Yes, you can do so by writing to us. Please send your letter to:
Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.
You can request to access your personal data by calling our Care Line at 1300 88 1899 or by visiting any of our Customer Centres for assistance.
Yes, you can make a request to AIA to correct or update your personal data. Please click "Policy Servicing" in the FAQ page to find out how.
Yes. Those who can do so are:
(i) Your parents, guardian or the person who has a parental responsibility over you if you are below the age of 18;
(ii) Persons appointed by the court to manage your affairs; or
(iii) Persons to whom you have authorised in writing to access your personal data.
Please go to www.aia.com.my > select ‘MY AIA’ > Log in to ‘MY AIA’ > go to ‘MY CLAIMS’ > go to ‘EMPLOYEE CLAIM’ > click ‘SUBMIT NEW CLAIM’
Your claims record will be updated within 48 hours after submitting your claim.
Please go to www.aia.com.my > select ‘MY AIA’ > Log in to ‘MY AIA’ > go to ‘MY CLAIMS’ > go to ‘EMPLOYEE CLAIM’ > click ‘CLAIM DETAILS’
Your claims record will be updated within 48 hours after submitting your claim.
Yes we recommend that you keep the original receipts for 7 years.
This is in event that AIA, your respective HR or any relevant authorities may perform a verification exercise with regards to the claims submitted.
No, we can only credit payments into the bank account belonging to the employee/member.
Please contact your HR to confirm if your newborn child has been enrolled and is eligible for coverage. You can only submit the claim once the child’s name appears on the list.
This may be because this coverage may not be available under this particular plan. If your company has another policy with us, you may check if that policy offers the coverage you need. Otherwise, please refer to your HR on the types of coverage that are available at your company.
The approval of your claim is subject to not only your benefit entitlement but also the terms of coverage. We take into account factors such as annual limit, per visit limit, co-pay/co-share arrangements, customary and reasonable charges and the applicability of any exclusions.
Your claim should be processed and approved within 10 working days from the date of submission and the payment will be credited into your bank account within 3 days after the claim is approved.
You will need to submit a new claim. Please call 1300 88 1899 or write to my.customer@aia.com to cancel the claim. You are advised to only resubmit the claim after the cancellation of the previous claim.
You will not be able to save any incomplete claims.
Please go to www.aia.com.my > select ‘MY AIA’ > go to ‘DIRECTORIES & GUIDES’ > go to ‘GUIDE TO CLAIMS’
For any technical issues on the My AIA App, please call 1300 88 1899. To check on your enrolment status, please call 1300 88 1899 or email my.customer@aia.com.
Go to the MY AIA website and click Forgot your user ID/password? Key in your Full Name and Membership Number. A temporary password will be sent to your mobile/ email. Go to the MY AIA website again, insert in your ID and temporary password. After logging in, the page will prompt you to change your password.
Go to MY AIA website > Click on My Profile then click on Change password on the Online Profile.
Go to MY AIA website > Click on My Profile then click on Edit at Contact Information to change your email address.
Go to MY AIA website > Click on My Profile then click on Edit at Contact Information to change your phone number.
· With the launch of our new My AIA app on 3 August 2020, e-medical card has been made available to all our Individual Life, Family Takaful and Personal Accident customers.
· Effective 1 October 2020, AIA will no longer issue any physical medical cards or replacement of physical medical cards for all policies/certificates as well as for medical riders to existing policies/certificates.
· You no longer have to present your physical medical card when seeking any medical treatment.
· You are now able to view and access your e-medical card anywhere, anytime via the My AIA app.
· You can download the My AIA app and access your e-medical card after successfully logging in.
· Yes. Effective 1 October 2020, AIA will no longer issue any physical medical cards or replacement of physical medical cards. You are encouraged to download the My AIA app to access your e-medical card.
· Your physical medical card is still valid but is no longer needed. We strongly encourage you to download the My AIA App to access your e-medical card and other various features that are available in the app. If faced with an emergency and you have not downloaded the My AIA App, your identity card (NRIC) / passport is also accepted.
· Effective 1 October 2020, AIA will no longer issue physical medical cards or replacement of physical medical cards. You can access your e-medical card via the My AIA app.
· You can present your identity card (NRIC) / passport during emergency and admission if you do not have a smart phone to access your e-medical card.
· No, you will not be denied medical treatment if you are unable to present the e-medical card. You can present your identity card (NRIC) / passport upon admission. However, we strongly encourage you to download the My AIA app and access your e-medical card via the My AIA app for your convenience.
· Your e-medical card will be available on the My AIA app once your application is approved, and your policy/certificate is set in-force. If you are new AIA customer, you will firstly need to register your My AIA account.
· Once your application is approved and your policy/certificate is in-force, you will receive an e-mail notification from AIA with a guide on how to download the My AIA app.
· No. At the moment, only the policy/certificate owner is able to register for the My AIA app.
· You may contact your Life Planner for further assistance OR contact:
AIA Bhd. / AIA General Berhad |
1300 88 1899 (Customer), 1300 88 2886 (Life Planner) |
AIA PUBLIC Takaful Bhd. |
1300 88 8922 (Customer / Life Planner) |
E-mail us at:
· my.customer@aia.com (Customer)
· my.assist@aia.com (Life Planner)
Visit:
· AIA Customer Centres nearest to you or;
· AIA website: https://www.aia.com.my/en/help-support/contact-us.html