faqs

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.

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:

• Ensure that your workout data appears on your fitness app. If it doesn’t, kindly contact the fitness app’s customer service representative for further assistance. 
• Ensure that app permission has been granted to the My AIA app from your fitness device or phone settings.
  
  

Additionally, you can also check the following on your My AIA app:

• Ensure that your selected app is linked on the Device / App page.
• Ensure that your ‘Last Sync Date’ is up to date.
  
  

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. 

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.

Yes, you will.

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.

Yes, it is.

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.

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.

No, this is not possible.

Yes, you can.

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

No, the service is free.

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.

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:

• Click on the “Guarantee Letter Request” tab, select the visit date and fill in the information required
• If there is a valid discharge Guarantee Letter for past hospitalisations that is eligible for Follow-up GL issuance, the “Post Hospitalisation” option in the dropdown will be displayed.
• Select “Post hospitalisation” from the option
• Select the correct hospitalisation guarantee number below for your upcoming post hospitalisation visit (Note: If there are more than one hospitalisation that is eligible for the GL request, there will be multiple records displayed for selection)
• Upload the image of the follow-up appointment card / letter and submit the request.

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:

• You had an admission with a final GL issued for your discharge from 23 June onwards and,
• Your appointment date is within the validity of the follow up days as stated in the policy contract.

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.

• Click on the “Guarantee Letter Request” tab, select the visit date and fill in the information required
• If there is a valid discharge Guarantee Letter for past Hospitalisation that is eligible for Follow-up GL issuance, the “Post Hospitalisation” option in the dropdown will be displayed.
• Select “Post hospitalisation” from the option
• Select the correct hospitalisation guarantee number below for your upcoming post hospitalisation visit (Note: If there are more than one hospitalisation that is eligible for the GL request, there will be multiple records displayed for selection)
• Upload the image of the follow-up appointment card / letter and submit the request.

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:

• You had an admission with a final GL issued for your discharge from 23 June onwards and,
• Your appointment date is within the validity of the follow up days.

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.

Click HERE to download the full list of Panel Workshops

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:

• An improvement in the quality of service and a wider range of products at competitive prices due to greater competition among insurers;
• The availability of new products with different features that will enable consumers and businesses to obtain the coverage that best meets their insurance needs.
• As safety features will be one of the factors to determine premiums, drivers will be incentivised to inculcate safe driving habits which will benefit them and the general public.
• Competitive pricing will be offered by insurers and takaful operators where consumers may benefit from shopping around to obtain the best deals that suit their needs.
• New distribution channels such as cost efficient online channels would enable insurance protection to be purchased in a manner most convenient to consumers.

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:

• You should not be looking at pricing as the only factor when purchasing motor insurance protection plan. You should also look for what the policy covers, exclusions and customer service standards.
• You should shop around by contacting the agents, insurers or takaful operators through their call-centres or online channels for enquiries and advice to obtain the right kind of coverage that meets your insurance protection needs at a price acceptable to you.
• Please ensure comparative shopping is done early before your insurance policy expires. Your insurer or takaful operator will advise you at least a month earlier before the expiry of your motor insurance policy. 

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:

• Persatuan Insurans Am Malaysia (PIAM)
  www.piam.org.my
  pic@piam.org.my
  Tel: 03-2274 7399
  
  
• Malaysian Takaful Association (MTA)
  www.malaysiantakaful.com.my
  mtasecretariat@malaysiantakaful.com.my
  Tel: 03-2031 8160

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.

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.

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:

• active NFEs by reason of income and assets; publicly traded NFEs;
  
• Governmental Entities, International Organisations, Central Banks, or their wholly owned entities;
• holding NFEs that are members of a nonfinancial group;
• start-up NFEs;
• NFEs that are liquidating or emerging from bankruptcy;
• treasury centres that are members of a nonfinancial group; or
• non-profit NFEs.

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”) :

1. it is established and operated in its jurisdiction of residence exclusively for religious, charitable, scientific, artistic, cultural, athletic, or educational purposes; or it is established and operated in its jurisdiction of residence and it is a professional organisation, business league, chamber of commerce, labour organisation, agricultural or horticultural organisation, civic league or an organisation operated exclusively for the promotion of social welfare;
2. it is exempt from income tax in its jurisdiction of residence;
3. it has no shareholders or members who have a proprietary or beneficial interest in its income or assets;
4. the applicable laws of the NFE’s jurisdiction of residence or the NFE’s formation documents do not permit any income or assets of the NFE to be distributed to, or applied for the benefit of, a private person or non-charitable Entity other than pursuant to the conduct of the NFE’s charitable activities, or as payment of reasonable compensation for services rendered, or as payment representing the fair market value of property which the NFE has purchased; and
5. the applicable laws of the NFE’s jurisdiction of residence or the NFE’s formation documents require that, upon the NFE’s liquidation or dissolution, all of its assets be distributed to a Governmental Entity or other non-profit organisation, or escheat to the government of the NFE’s jurisdiction of residence or any political subdivision.

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”.

An “NFE” is any Entity that is not a Financial Institution.

A Non-Reporting Financial Institution” means any Financial Institution that is:

• a Governmental Entity, International Organisation or Central Bank, other than with respect to a payment that is derived from an obligation held in connection with a commercial financial activity of a type engaged in by a Specified Insurance Company, Custodial Institution, or Depository Institution;
  
• a Broad Participation Retirement Fund; a Narrow Participation Retirement Fund; a Pension Fund of a Governmental Entity, International Organisation or Central Bank; or a Qualified Credit Card Issuer;
• an Exempt Collective Investment Vehicle; or
• a Trustee-Documented Trust: a trust where the trustee of the trust is a Reporting Financial Institution and reports all information required to be reported with respect to all Reportable Accounts of the trust;

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:

• a corporation the stock of which is regularly traded on one or more established securities markets;
  
• any corporation that is a Related Entity of a corporation described in clause (i);
• a Governmental Entity;
• an International Organisation;
• a Central Bank; or
• a Financial Institution (except for an Investment Entity described in Sub Paragraph A(6) b) of the CRS that are not Participating Jurisdiction Financial Institutions. Instead, such Investment Entities are treated as Passive NFE’s.)

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.

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.

Yes.

Please write to us at my.customer@aia.com.

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.

Log on to MY AIA at aia.com.my and click Register now.

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.