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    • Life Protection

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  • faqs

    • My AIA App
    • AIA Vitality
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    My AIA app

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    Who can use the My AIA app?

     

    • You can register and use this app as long as you are the policy owner of an individual policy/certificate, have an active employee benefit plan or mortgage account with AIA Bhd., AIA PUBLIC Takaful Bhd. and/or AIA General Berhad (collectively known as AIA Malaysia).
    • AIA Vitality members can also access their AIA Vitality account via this app.

    What are the requirements to download and install the My AIA app?

     

    • To enjoy the best experience of our online/digital services, we recommend you having the latest operating systems updated on your mobile devices. The recommended versions are iOS 12.4 and above, and Android 8 (API 26) and above.

     

    Note:

    1. For Huawei device owners, kindly be informed that My AIA push notifications are currently not available on these phone models: Mate 30, Mate Xs, Y7P, Nova 7i, P40 and other Huawei devices that were launched on or after 16 May 2019. We are currently working to ensure My AIA push notifications are available for these models.
    2. If you are logging in the My AIA app through the AIA website, the best browsing experience will be via Google Chrome (30) and above; Edge (44) & Edge Chromium (84) and above; Internet Explorer (11) and above; Firefox (30) and above, and Safari (8.0) and above.

    Can I use My AIA app on a jail broken or rooted mobile device?

     

    • As a security precaution, jail broken and/or rooted mobile devices are not able to access the My AIA app.

     


    I already have an existing My AIA account. What do I need to do? Do I need to register again?

     

    • No, you don’t have to. For users who already have an existing My AIA account or have already downloaded the My AIA app, they don’t have to register again.
    • You can continue using the same User ID and Password.
    • You only need to update your My AIA app to the latest version and perform first time login in this new app where you are required to enter a One-Time-Password (OTP) which will be sent to your registered mobile.

     

    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.


    I did not receive the One-Time-Password (OTP) despite several requests, what should I do? /I did not receive the OTP because I am no longer using the mobile number which I have used to register for My AIA account, what should I do?

     

    • The OTP will be sent to the mobile number registered in your My AIA account, so please ensure that the mobile number provided is correct. Due to telecommunication network related issues sending of OTP may be delayed sometimes. Please ensure that you do not block the short code numbers 66300 and 68886 (SMS).
    • If mobile number is not provided or a wrong mobile number is registered, you can change the mobile number in the “Verify Your Information” page.
      1. Answer the security questions.
      2. Key in the correct mobile number.
      3. Answer the Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standard (CRS) questions.
      4. A One Time Password (OTP) will be sent to your newly registered mobile number.
      5. Key in the OTP and proceed for registration.
    • Tip: Once you have selected your Country code e.g. Malaysia (60), you only have to key in your mobile number without the 0 in front, e.g. mobile number is 01x-xxx xxxx, you just need to key in 1x-xxx xxxx.

     


    Can I register for more than one (1) My AIA user account?

     

    • No, you can’t. You can only register one (1) user account with your NRIC number. You will be able to access and view all your policy/certificate related information as the policy owner via the My AIA app. If you are AIA Corporate Member, you will also be able to view your dependants’ details via the app.
    • Or if you have forgotten your password, at the login page of the My AIA website or My AIA app, click on Forgot Password.

     


    Can I register more than one (1) phone number?

     

    • You are only allowed to register one (1) phone number.

     


    I forgot my user ID/password, what should I do?

     

    • Click Forgot your user ID/password on the Login Page OR click here.
    • Key in your Identification Number for verification.
    • Select to receive password link via email or SMS.
    • Once you have received the password link, click on the link to reset password and login using the new password.
    • In the event if your registered email or mobile number is no longer valid, please contact our My AIA Careline 1 300 88 1899 for assistance.

     


    Can I view my e-medical card for my individual policies/certificates as well as my employee benefits plan?

     

    • Yes, you can view the e-medical cards under your individual policies/certificates and/or employee benefit plan, including those of your dependents via the My AIA app.

     


    Who should I contact if I have any queries?

     

    • For My AIA app technical issues, call our My AIA Careline 1 300 88 1899 or contact us at https://www.aia.com.my/en/help-support/contact-us.html.

     


    What is Financial Health Check (FHC)? Why should I take part in this assessment?

     

    • FHC is a self-assessment tool in the My AIA app designed to enable you to better understand your needs and sufficiency of insurance/takaful coverage.
    • We encourage you to take part in the FHC as this is a quick assessment which you can complete anytime, anywhere.
    • You only need to answer a series of short questions. The My AIA app will analyse the information given by you to provide a benchmark of your existing coverage against other AIA customers who share a similar profile. We will also highlight the gaps in your current coverage so that you may know what to consider planning next.
    • You will receive an assessment along with your profile immediately.

     


    Where can I find FHC on the My AIA app?

     

    • You can find FHC via the following channels:
      1. "Review Your Coverage" button from the Main Dashboard
      2. "Start Now" from the Financial Health Check box on your Individual Plans / Employee Benefits page
      3. "Take An Assessment" from the Take An Assessment notification in My Inbox.

     


    How do I request for my Guarantee Letter (GL) from my AIA app?
    • With 5 simple clicks on your My AIA App, you can now request or your guarantee letter at your finger tips. Please follow the easy guide here.

    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.

    • Membership
    • AIA Vitality Insurance Benefits
    • AIA Vitality Points And Status
    • Device Linking & Synching
    • Weekly Challenge

    Membership

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    Who is eligible for AIA Vitality?

    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


    How do I join AIA Vitality?

    Customers can sign up for AIA Vitality with the membership fee of RM10 per month.

    • New customers can sign up for AIA Vitality together with the purchase of an AIA life insurance or takaful plan
    • Individuals who are covered by an existing AIA life insurance or takaful plan can sign up via online purchase here. NOTE: The first annual membership fee payment of RM120 must be made via credit card upon registration
    • Companies can also sign up their employees for a corporate membership via our Corporate Solutions representatives.

    Can I own more than one AIA Vitality membership?

    Each individual can only have one (1) AIA Vitality membership.


    Can I apply for AIA Vitality membership for my children who are under 16?

    The age requirement for AIA Vitality membership is 16 years and above.


    Can I buy AIA Vitality for my insured child?

    The age requirement for AIA Vitality membership is 16 years and above.


    Can I apply for AIA Vitality membership as well if I purchase an AIA life insurance plan to insure my parents/spouse/child?

    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.


    Will any of my health info in AIA Vitality programme be shared with the underwriting or claims functions of AIA Bhd. or AIA Public Takaful Bhd?

    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.


    AIA Vitality Insurance Benefits

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    How does the AIA Vitality Insurance Benefit work?

    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.


    What are the insurance/takaful plans that are eligible for the extra insurance benefits?

    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.


    AIA Vitality Points And Status

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    How can I earn AIA Vitality Points?

    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.


    What is my AIA Vitality Status?

    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.


    I recently relocated to Malaysia from Singapore, how can I transfer my AIA Vitality Points that I have earned in Singapore to the AIA Vitality programme in Malaysia?

    The AIA Vitality programme is managed independently in each country, so any AIA Vitality Points earned in other countries are non-transferable.


    Can the AIA Vitality membership be used outside Malaysia?

    Your AIA Vitality membership is only applicable in Malaysia and not usable in other countries that also offer the programme.


    Device Linking & Synching

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    I can’t link my fitness app or device to the My AIA app.

    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.


    My workout data won’t sync 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.


    I didn’t receive AIA Vitality points from my steps or workout.

    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. 


    I am an Apple Health or Samsung Health user. Can I combine my workout data from multiple devices (i.e. smartphone and watch)?

    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).


    I have tried the suggestion actions and still fail, what should I do?

    Email us at customercare@aiavitality.com.my or contact our Careline at 1300-88-1899


    Weekly Challenge

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    What is AIA Vitality Weekly Challenge?

    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. 


    • Life Protection
    • Accident Protection
    • Commercial Insurance
    • MRTA

    Life Protection

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    Why do I need life insurance?

    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.


    How do I know if I can be insured? Is insurance expensive?

    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.


    Which plan is right for me?

    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.


    I already have insurance which I bought 15 years ago. Do I need to upgrade my plan?

    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.


    I already have a medical card that covers hospitalisation. Do I need to have a critical illness plan as well?

    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.


    My medical card covers everything. This means I do not have to worry about having to make any payments to the hospital upon discharge.

    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.


    Why do I need health insurance since I can get free medical care at government hospitals?

    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.

     

     

     


    I would like to find out more about AIA’s insurance products. Who should I contact?

    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.


    Accident Protection

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    Do I need to have a Personal Accident insurance plan?

    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.


    Can anyone be insured under this plan?

    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.


    How long will I be covered for?

    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.


    If I have a policy that covers me for Accidental Death & Dismemberment (loss of a body part) with AIA and another insurance company, will I be paid by the two companies?

    Yes, you will.


    How do I make a claim?

    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.


    Commercial Insurance

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    There are 7 classes of insurance in this package. Can I purchase Fire class only?

    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.


    When insuring my business’ goods or stock items, how much should I insure them for?

    You should apply for coverage of your stock at its highest value.


    Do I need to notify AIA if there are any changes to my business’ risk profile? For example, if I install hazardous goods in the premises or move my stock items to a different location?

    Yes, you must notify us of such changes immediately. If you do not do so, we may not approve your claim.


    Is armed robbery covered under both Burglary and Money insurance?

    Yes, it is.


    What does excess on my policy mean?

    Excess is when you and your insurer pay part of the losses incurred.


    Is excess applicable on my policy? How does it work?

    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.


    I would like to find out more. Who should I contact?

    We can connect you to an AIA Life Planner. Please leave your contact details here or call our Care Line at 1300 88 1899.


    MRTA

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    I plan to buy a house. Do I need to have the Mortgage Reducing Term Assurance (MRTA)?

    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.


    How does MRTA work?

    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.


    Who will bear the cost of the medical examination if it is required?

    We will pay for the medical examination fees if it is required.


    When does my protection start?

    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.


    How do I make a claim?

    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.


    How do I get more information about this plan?

    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.


    • Nomination
    • Policy Servicing
    • Claims
    • E-Payment (Payout)
    • Hospitalisation/Day Care Procedures
    • Post Hospitalization
    • Motor Workshop Panel

    NOMINATION

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    What is a nominee?

    A nominee is the person who will receive the proceeds from your policy if you pass away.


    Who can I nominate for my policy?

    It can be anyone but the nominee has to be a person. You cannot put an organisation as a nominee.


    Can I nominate more than one person?

    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.


    How do I nominate someone?

    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.


    What are the nominee details required?

    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.


    Why do I need to appoint a trustee?

    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.


    Must the appointment of the trustee be made when I apply for my policy?

    Not necessarily. The appointment of the trustee can be made when you apply for the policy or at a later time.


    I am a certificate holder of AIA PUBLIC and I want to make a nomination. How do I go about doing this?

    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.


    What is the role of a Wasi (Executor)?

    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.


    What about nominee under conditional hibah?

    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.


    Policy Servicing

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    I have not received my premium/contribution notice. What do I do?

    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.


    When can I receive the premium/contribution statement for my income tax?

    You can view your premium/contribution statements online by logging on to our customer portal - MY AIA.


    When can I receive the anniversary statement for my life insurance policy/Family Takaful certificate?

    You can view your anniversary statements online by logging on to our customer portal - MY AIA.


    How do I pay my premiums?

    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.


    How do I cancel the credit card auto debit facility?

    You can cancel the credit card auto debit facility by logging on to our customer portal – MY AIA.


    Can I shorten my payment period?

    We advise that you follow the payment period as stated in your policy to ensure that you enjoy continuous coverage with us.


    What happens if I don’t pay my premiums?

    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.


    What can I do if I still want to continue my coverage with AIA but I have financial issues and cannot maintain my premium payment?

    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. 

     

     

     


    What is a policy loan?

    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.


    Can I apply for a copy of my policy contract? How do I apply for it?

    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.

     


    What is an Absolute Assignment?

    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.


    What is a Conditional Assignment?

    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.


    What is the minimum age of an assignee (the person a policy is legally transferred to)?

    The assignee must be at least 18 years old.


    I am a bankrupt. Can I assign my policy to my family member?

    No, this is not possible.


    Can I assign the policy to my adopted son or daughter?

    Yes, you can.


    How do I assign my policy?

    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.


    I want to update my contact details. What do I do?

    You can update your contact details by logging on to our customer portal – MY AIA.


    Can I request to change the frequency of my premium payment?

    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.


    I have terminated my old credit card. How do I update my new credit card details?

    You can update new credit card details by logging on to our customer portal – MY AIA.


    I have asked for changes to be made on my policy information. My Life Planner told me that my signature is irregular, what does this mean?

    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. 


    Why is a trustee’s signature required?

    The trustee’s signature is required to give consent for the changes that you asked for.

    This is not applicable for AIA PUBLIC certificates.


    How can I reinstate my policy/certificate?

    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.


    Can I change the date my premiums get deducted?

    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.


    How do I change my policy/certificate benefits?

    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.


    Can I increase or decrease my policy’s coverage amount?

    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.


    AIA no longer issuing physical medical card to customers?

    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.

     


    Claims

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    How do I make a claim?

    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.


    How do I check the progress of my claim?

    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).


    If my employer or other insurance company does not cover my medical expenses in full, can I claim the balance under my medical policy from AIA?

    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.


    Can I use a photocopy or certified true copy of the medical bill or receipt when I submit for medical reimbursement?

    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.


    What if I need to use the original supporting documents for other matters for example to be used in court?

    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.


    What is required to make a Medical claim for an amount exceeding RM500?

    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


    What are the common items that are not covered by my medical insurance during a hospital stay?

    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


    What is Co-Insurance?

    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.


    If I am admitted overseas, will I still be able to claim back the expenses incurred?

    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.


    What additional documents are required if the life insured, passed away overseas?

    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.


    If I have more questions on my claims, how can I reach the Claims Department?

    Please call our AIA Care Line at 1300 88 1899 or the AIA PUBLIC Care Line at 1300 88 8922 (for Takaful plans).


    E-Payment (Payout)

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    Why should I choose to receive funds via e-payment?

    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

     


    Will there be any registration fee imposed if I want to use e-payment?

    No, the service is free.


    What do I have to do to receive funds via e-payment?

    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.


    What are the required supporting documents if I choose to receive 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.


    Is there any restriction on the type of bank account that can be assigned for e-payment?

    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.


    Can I change my bank account information?

    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.


    When will my bank account be credited?

    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).

     


    Will I be notified once AIA Bhd. has made the payment?

    Yes, a bank notification will be sent to you once the remittance has been paid to your beneficiary bank account.


    How will my bank account information be used and will it remain confidential?

    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.


    What will happen to funds that cannot be credited into my bank account?

    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.

     


    Do I need to provide my bank account information separately for e-payment for each of my policy if I have more than one policy?

    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.


    What if I die before the insurer pays out my claims proceeds and the bank has frozen my account? Where does the money go then?

    All monies due to a policyholder in the event of his death will go to the administrators of his estate of his named beneficiaries.


    I have previously claimed from an insurer and already provided my bank details. Do I need to re-submit all the bank supporting details to insurer every time I submit a claim?

    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.

     


    What If I do not wish to reveal my banking details – how do I get paid?

    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.

     


    I am a foreign worker. I do not have a Malaysian bank account. Can I authorise payment to my foreign bank account?

    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.


    Who should I contact if I need to know more information about the e-payment facilities?

    For any enquiries, please do contact your servicing Life Planner or call our Care Line at 1300 88 1899 or visit our nearest branch.


    Hospitalisation/Day Care Procedures

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    What is Planned Admission?

    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:

    • You can request for the Guarantee Letter (GL) facility to finance the medical expenses for your hospitalisation in an AIA panel hospital instead of having to settle the expenses yourself first.
    • Thereafter, you must sign a Pre-Authorisation Form (PAF) to provide your consent. The Admission Section will need to be completed by the attending specialist.
    • This form is submitted by the panel hospital through a designated AIA portal to request for GL approval.
    • You will be informed by the hospital once the GL is issued, after which the hospital admission will be hassle-free.

    What is Emergency Admission?

    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 Guarantee Letter (GL) facility request process is similar to that of a Planned Admission, except that the approval process will be prioritised.
    • AIA will provide a response within a stipulated timeframe, depending on when the hospital submits the GL request.
    • Issuance of the GL will be subject to your policy / certificate coverage as well as its terms and conditions.
    • In the event that a GL is not issued, you will have to pay for hospital expenses incurred.

    How is the pre-authorisation process 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.

    • The Pre Authorisation Form (PAF) Admission Section will be completed by the attending specialist.
    • In the PAF, the information required includes your medical condition and the reason for hospitalisation.
    • You will need to provide your consent and sign the PAF. Once completed, it will be submitted by the hospital through a designated AIA portal.
    • If the admission meets the terms and conditions of your policy / certificate coverage, AIA will pre-authorise the claim and provide the hospital with an initial Guarantee Letter.

    What is a Guarantee Letter?

    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:

    • The GL facility is offered as a value-added service for you at selected private hospitals (AIA panel hospitals).
    • AIA reserves the right not to offer the GL facility if the hospitalisation or medical claim is non-payable, or not covered under the terms and conditions of your medical policy / certificate.
    • For most Individual Medical Policies / Certificates, the GL facility is only available for hospitalisation claims (you are admitted) and not for outpatient procedures.

    What is the difference between Outpatient and Day Care Procedures?

     

    Outpatient Procedures    

    Day Care Procedures    

    • Minor procedures
    • Do not require an operation theatre
    • Can be performed by the doctor or specialist in their clinic or a treatment room within the clinic.
    • Minor surgeries
    • Performed by a specialist in an operation theatre or similar facility with clinical team support.
    • Quick recovery periods and same-day discharge.


    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.


    Who will apply for the Guarantee Letter?

    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. 


    What are the requirements to get a Guarantee Letter?

    Factors that are considered for Guarantee Letter (GL) processing include (but are not limited to):

    • Policy / certificate terms, conditions and benefits
    • Medical history
    • Age
    • Gender
    • Diagnosis
    • Type of treatment

    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.


    Under what circumstances will I be denied a Guarantee Letter?

    A denial of Guarantee Letter (GL) can be due to any one of the following reasons and scenario:

    • Scenario 1: The hospitalisation claim will not be approved if:
      • The claimant or patient is not covered under the policy / certificate
      • Policy / certificate is not in-force
      • Policy / certificate exclusion
      • Insured / Covered Person exclusion
      • 30-days waiting period
      • 120-days waiting period
      • Congenital conditions
      • Maternity related conditions
      • Psychiatric conditions
      • Cosmetic treatment
      • Dental-related condition
      • Treatment is investigative and/or experimental
      • Treatment can be done as an outpatient and does not require hospital admission
     
    • Scenario 2: AIA could not pre-authorise the claim and you are required to pay the hospitalisation expenses in full as well as submit a claim for processing and reimbursement upon approval.
      • There is a need to investigate if you have a pre-existing condition that was not declared during the policy / certificate application.
      • The cashless facility benefit may not be available for certain policies.

    Why do I have to pay a Hospital Deposit?

    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:

    • The deposit amount varies between the different hospitals and this admission deposit is even higher for hospital admissions without a Guarantee Letter (GL).
    • Before being discharged, the hospital will obtain the final GL which will indicate how much you have to pay out of pocket, if any.
    • The hospital can use the deposit to offset expenses that are non-coverable under your policy / certificate.
    • If you are admitted to any AIA Platinum hospitals, a deposit during admission will not be necessary if the initial GL has already been obtained.
    • For additional expenses incurred during admission or prior to discharge, the hospital may request you to arrange some form of deposit to ensure that you have the financial resources to pay for non-covered expenses, if any.

    What expenses are typically covered and not covered?

    Coverable Expenses           

    Non-Coverable Expenses        

    • Doctor’s charges (Consultation & Procedures)
    • Hospital’s charges (Lab, Equipment, Medical Supplies, Pharmacy)
    • Other charges related to the treatment/admission
    • Admission Kit
    • Medical Report Fees
    • Registration Fees
    • Vitamin and Supplements
    • External Fixations, Special Aids, Braces
    • Non-Related Tests / Investigations / Medications

    Refer to the Exclusion list in your policy / certificate contract


    What is co-insurance / co-takaful or deductible?

    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.

    • Co-insurance / co-takaful is a percentage of the medical expenses that you have to pay, while the rest of the cost is covered by your medical policy / certificate.
    • Deductible is an agreed sum of upfront payment that you have to make for your medical expenses before your medical insurance / takaful kicks in.

    What do I need to know about the Hospital Discharge process?

    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:

    • Firstly, the doctor has to complete the Discharge Section of the original Pre Authorisation Form (PAF) (Information needed includes discharge diagnosis, what treatment was provided, and what procedures were performed).
    • The hospital billing staff will finalise all expenses to generate the Final Bill (hospital invoice).
    • The hospital billing staff will compile all documents (completed PAF, Final Bill with detailed itemisation, copies of imaging and laboratory reports) and prepare them in a compatible digital format before submitting to AIA via a designated portal.
    • When AIA receives the full documentation, our claims assessor will conduct the claims assessment and adjudicate coverable expenses subject to your policy / certificate benefits, terms and conditions. Besides that, we also review the hospital charges to ensure that they are reasonable and customary.
    • If there is a need for clarification or enquiries about the treatment or charges, AIA will refer back to the hospital and await their reply.
    • If there are no other issues, the claims are considered processed and AIA will issue a Final GL to the hospital, notifying them of the coverable expenses and what is not covered (if any).
    • The hospital will then conduct their discharge process upon receiving the GL confirmation.

    You are recommended to do the following:

    • Request for a copy of the hospital invoice together with the itemised breakdown of the bill.
    • Seek to verify any charges that you see in the itemised bill that are not in accordance to what you have used in the ward.
    • Verify that the doctor’s ward visit charges are in accordance to the number of consultations you had with the doctor.
    • Seek clarification from the hospital staff at the discharge counter if there is any doubt.
    • Request immediately for amendment should there be any abnormalities in the bill.

    Where can I find out more about AIA panel hospitals?

    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:

    • Waiver of administrative fees
    • During admission, the hospital will not request for deposit from patients who have already obtained an approved GL
    • Shorter waiting time because of priority GL processing
    • Exclusive rates such as discounts on health screening packages and other value-added services

    To find an AIA Panel Hospital, you can:

    • Visit the AIA website here 
    • Use the Panel Locator in the My AIA mobile app
    • Call our Care Line at 1-300-88-1899

    INDIVIDUAL POLICY

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    What is a Post Hospitalisation Guarantee Letter (GL)?

    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.


    How do I request for the Post-Hospitalisation GL?

    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. 


    When can I request for the Post Hospitalisation GL?

    You should request for the GL 7 days in advance before your appointment date.  


    What if I am unable to request for the GL via MyAIA App?

    If this happens, the admitting panel hospital can submit the Post-Hospitalisation GL request to AIA on behalf of customer.


    Can this post hospitalisation be used to see any other doctor of my choice?

    No, the Post Hospitalisation GL only covers the treating doctor(s) as stated in the post hospitalisation GL.


    How would I know that my request has been received, approved, deferred or declined by AIA?

    A notification will be sent to your My AIA App

    Please click here for the screenshots.


    Where can I check the Push Notifications?

    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”.


    Why am I unable to see the new “Post Hospitalisation” GL in my dropdown list on the My AIA App?

    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.

    Do I need to print a copy of the Guarantee Letter when visiting the doctor?

    No. You are only required to show the notification in your My AIA App to the hospital personnel during registration.


    Can my servicing agent request the post hospitalisation GL on my behalf?

    No, agents cannot submit on your behalf. Only you are allowed to request for the post hospitalisation GL.




    CORPORATE POLICY

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    What is the One Guarantee Letter (GL) per Post-Hospitalisation Visit feature?

    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. 


    How do members request for the Post-Hospitalisation GL?

    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.


    When can a member request for the Post-Hospitalisation GL via My AIA App?

    Members should request for the GL 7 days in advance before your appointment date.  


    What if a member is unable to request for the GL via MyAIA App?

    If this happens, the admitting panel hospital can submit the Outpatient specialist or Post-Hospitalisation GL request to AIA on behalf of the member.


    What if there are members who were admitted and discharged prior to 23 June 2022, and their admission GL states that it also covers 60 days follow-up. Can they continue to use the issued hospitalisation GL for the follow-up visits?

    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. 


    How would I know if my request has been received, approved, deferred or declined by AIA?

    There will be a notification sent to your My AIA App.

    Please click here for the screenshots.


    Where can I check the Push Notification?

    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”.


    Why am I unable to see the new “Post Hospitalisation” GL in my dropdown list in the My AIA App?

    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.

    Why am I unable to see some other previous GL selections, e.g. Collection of Medication, Physiotherapy, in my dropdown list in the My AIA App?

    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.


    Do I need to print a copy of the Guarantee Letter when visiting a doctor?

    No. You are only required to present the notification in your My AIA App to the hospital personnel during registration.


    Motor Workshop Panel

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    Motor Workshop Panel Lists

    Click HERE to download the full list of Panel Workshops


    • Home Loan Shop Loan
    • Operations

    Home Loan Shop Loan

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    What are the benefits of AIA’s Fixed Rate Loan?

    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.


    Who can apply for the loan?

    Those who are:

    • Individual Malaysian Citizen.
    •  For Self Employed - The business established for at least 3 years and operating profitably for the past 3 years.
    • Permanent residents or Foreigners
      • Only limited to financing the purchase of properties .
      • Must be residing and employed in Malaysia preferably for at least 3 years but must with valid working permit.
      • If married to a Malaysian spouse, the spouse is required to be the joint applicant.

    What is Margin of Finance (MOF)?

    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.


    What is the loan tenure available?

    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.


    What types of properties do AIA finance?

    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.


    Do you finance construction of a house if my land has already been paid off?

    No, we do not.


    If I am not an AIA policy holder, can I apply for the loan?

    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.


    If I have existing life insurance policies with other insurance companies, can I assign them to AIA?

    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.


    I am married, can I apply as a single applicant?

    We encourage for both husband and wife to apply together. However, we do consider single application on case to case basis.


    Is a valuation report required?

    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.


    Can we have our own solicitor's firm to prepare the loan documentation?

    No. You are required to use the solicitors that are on our panel.


    I am healthy and I do not wish to buy insurance.

    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.


    Can I assign my existing AIA policy instead?

    Yes. However, the coverage of the policy must not be less than the loan amount.


    I can always sell my property if anything happens to me. After all, is the property not sufficient as security?

    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.


    Is Life Insurance or Group Mortgage Reducing Term assurance expensive?

    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. 


    I would like to find out more about AIA’s Fixed Rate Home Loan. Who should I contact?

    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.


    Operations

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    How do I make my loan payments?

    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


    What are your fees and charges for your services?

    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


    What should I do if I would like to make a full settlement on my housing loan with AIA?

    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.


    I would like to request a letter for EPF withdrawal to make payment for my current housing loan. How do I go about doing this?

    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.


    How do I get my latest annual or monthly housing loan statement?

    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”


    What is due date for my loan payments? What is the grace period given?

    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


    How do I pay my fire policy insurance premium?

    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.


    Who can I contact if I have questions on my home loan?

    You can email us at my.loan@aia.com or call our Care Line on 1300 88 1899.


    • Motor Claims
    • Non-Motor Claims
    • Liberalisation of the motor tariff
    • About AIA General Berhad

    ROADSIDE ASSISTANCE

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    What can I do via the Roadside Assist website?

    You are able to perform the following tasks via www.aia.com.my/roadsideAssist:

    (i) Request for digital roadside assistance in the event of an accident

    (ii) Digitally select workshops and tow trucks nearby the vicinity of the accident

    (iii) Real-time geolocation tracking of tow trucks via the tracking devices that have been built into the tow trucks

    (iv) Claims submission via uploading the images on the damage of the car together with the related documents to AIA General Berhad directly

    (v) To check the claims or repairs processing status


    OWN DAMAGE (OD) CLAIM

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    What to do after a road accident?

     

    1. Lodge a police report within 24 hours.

    2. Notify AIA/Agent immediately after the accident.

    3. If insured not intend to claim, he may still complete our Motor Claim Form and submit to us for notification purpose.


    What are the procedures in initiating an OD claim?

     

    1. Lodge a police report within 24 hours.

    2. Send vehicle to an AIA’s authorized panel workshop preferably.

    3. Give full co-operation to the panel workshop by providing them the required documents & information, for their onwards transmission to us.


    How do I submit a claim?

     

    You can do so through the AIA Roadside Assist website at www.aia.com.my/roadsideAssist and/or call 1800 88 8733 or 03-7989 0352.


    What documents to submit?

     

    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


    What is betterment?

     

    Motor policy is an indemnity policy i.e. it put the insured back to where he was before the accident/loss. If new franchise parts are used, you will have to bear the betterment portion of the franchise parts replaced in accordance with the following scale:

    Age of vehicles/Years

    Rate for Betterment

    Age of Vehicles/Years x Rate for Betterment

    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 shall not apply.


    When do we apply Endorsement 2(f) compulsory excess?

     

    Endorsement 2(f) compulsory excess is applicable to Private Car Policy if in the event of an accident, your vehicle is being driven by any person, whether yourself or authorized by you:

    1. who is under the age of 21 years; or

    2. who is the holder of a Probationary Driving License (P License) or holding a full driving license for less than two years; or

    3. who is not named in the Policy Schedule (unnamed driver)


    How do we determine compensation if the vehicle is underinsured?

     

    If the vehicle at the time of loss is insured for a sum less than its market value, the insurer shall apply the average clause, formula as below:

    (Sum Insured / Martket Value at time of loss) x Adjusted Loss

    If underinsured is involved, the policyholder shall be considered as being his/her insurer and shall bear the ratable proportion of the loss accordingly. However, this shall not apply unless the market value at the time of loss exceeds the insured value by 10% or more.


    How do I check the status of my claim?

     

    AIA will notify you through SMS on the status of your claim when it is approved. You can also check the status at www.aia.com.my/roadsideAssist


    If the accident occurred during the weekend, who to contact?

     

    Insured can call any of our authorized panel workshop which is on call 24 hours for assistance or Auto Assist at 1 800 888 733 or 03-79890352.


    Can insured go to any franchise workshop and/or other PIAM authorized workshop?

     

    Yes, he can but are encouraged to go to AIA’s authorized panel workshop as policy excess is waived if repairs are carried out in AIA’s panel workshops.


    Will NCD be affected?

     

    Yes.


    OWN DAMAGE KNOCK FOR KNOCK (OD KFK) CLAIM (Similar to OD claim except for the following:)

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    What documents to submit?

     

    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 & keys

    9. JPJ search on TP insurer

    10. KFK Declaration Form


    Insured has 2 options where the third party was at fault.

     

    There are two options for you to elect:

    [AIA – INTERNAL]

    Option 1: Direct Third-Party Claim

    Insured claim against the third party’s insurer for the cost of repairs and CART (compensation for assessed repair time). This method will preserve the NCD since insured is not claiming against his own policy.

    The disadvantage is that it may take a while for the claim to be processed and the amount paid by the insured may not be the amount that is offered by the third-party insurer.

    Option 2: OD KFK claim

    Insured institute a claim under OD KFK against his own insurer. Since it was established that the third party is at fault, your NCD will not be forfeited upon renewal of the policy.

    The process of handling OD KFK claim is similar to Own Damage claim. However, the insured is requiring proofing that the accident was caused by the Third Party.

    The advantage of this option is that the insured are able to get the repairs done quickly and need not have to pay for the repairs (unless betterment and under-insurance is involved).

    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


    MOTOR INSURANCE – WINDSCREEN CLAIM

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    What are the procedures in initiating a windscreen claim?

     

    Insured is encouraged to refer his claim to an AIA’s authorized panel workshop for the replacement of the 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 authorizing payment to workshop

    7. Copy of owner’s I.C

    8. Copy of registration card


    Can the insured make more than one windscreen claim within one policy period?

     

    The windscreen coverage shall automatically be terminated upon replacement of any glass in the windscreen, window or sunroof unless the cover is reinstated by payment of a further additional premium.


    Besides replacing the windscreen, can the insured opt to repair the windscreen?

    Yes, the insured can choose to repair the windscreen if the crack is not too big. We will continue to provide coverage to the insured during the currency of this period for the amount as stated below:

    1. Sum insured less any claim paid by us for the repair; or

    2. For the reinstated original amount provided the insured paid the further additional premium for reinstatement.


    Will I lose my NCD if lodge a windscreen claim?

     

    No.


    MOTOR INSURANCE – THEFT CLAIM

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    What to do if vehicle is stolen or robbed?

     

    1. Lodge a police report within 24 hours.

    2. Notify AIA/Agent immediately after the loss.


    What are the procedures in initiating a theft claim?

     

    Submit your claim ASAP with all the relevant documents as we need to assign adjuster to investigate into the loss.


    What documents to submit?

     

    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


    How long does it take to process a theft claim?

    1. Upon receipt of claim documents, the claim will be registered and an adjuster will be appointed to investigate into the loss.

    2. 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 receipt of the adjuster’s investigation report, we will write to the police for their investigation outcome. Insured may follow-up with the police for the outcome upon receipt of our letter which will also be copied to him.

    4. Upon receipt of the police investigation outcome, we will finalize the claim and if everything is in order, we will come out with an offer.

    ** The above procedures will take approximately 3-6 months from the date of submission of your claim.


    These are the FAQ which you should know.

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    After a loss/damage to the insured property, what do I do?

     

    a) It is important that you lodge a report with the respective authorities such as the Police for crime related and damage by vehicle claims and Fire Brigade for fire claim.

    b) Notify AIA immediately by phone or in writing, giving 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 loss

    c) Take all reasonable steps to minimize and prevent further losses such as securing the damaged locks.


    I would like to make a claim. What are the procedures involved?

     

    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.

    The claim documents which we need are:-

    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 review of your claim.

    Submit the completed claim form with all the supporting documents to the loss adjuster/ AIA.


    Where can I get the claim form?

     

    You may download the claim form from ALPP or AIA website.


    Can I proceed to carry out repair work now?

     

    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.


    The purchase invoices are not available. Can I still make a claim?

     

    If the purchase invoices are not available, please let us have 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.


    How will payment be made to me?

     

    The payment shall be made via Giro Transfer. Please fill up the bank details in the claim form to enable us to credit the payment to you.


    Will I be notified after AIA has made the payment?

     

    Yes, the bank will send you an email notification to your e-mail address as provided by you in the claim form.


    The third party is making a claim against me under the liability section of the policy. What should I do?

     

    Please send us every letter, writ and summons that you receive from the third party. Do not respond to their correspondence. 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.

    Please send us:- 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


    How much will I get from my claim?

     

    It depends on whether your policy is arranged on market value or on reinstatement value basis. If the basis of settlement of your policy is on indemnity or market value, depreciation, wear and tear shall be taken into account in our assessment of the loss. For policies which are arranged on a reinstatement value basis, we shall pay you the cost of replacing or reinstating the property of the same kind or type subject to the terms and conditions stated in the said clause.


    My policy is on reinstatement value basis. Why is depreciation being applied on the offer?

     

    We applied depreciation as the affected property/item has not been repaired or replaced. The depreciation factor shall be waived if you furnish us with the repair/replacement invoice and photographs after repair/replacement.


    Liberalisation of the motor tariff

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    What is a motor insurance tariff?

    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. 


    What does the liberalisation of motor insurance mean?

    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.


    Who was controlling the tariff rate?

    As the supervisory authority for all financial institutions, Bank Negara Malaysia (BNM) has the oversight on the application of Tariffs.


    How was the insurance premium calculated before 1 July 2017?

    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.


    If the old system worked well, why change it?

    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.


    When will the Liberalisation of Motor Tariffs be implemented?

    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.


    Has Liberalisation been implemented in other countries, what is the outcomes there?

    Liberalisation and open markets are associated with developed countries. The journey can be guided or left to market forces.


    What are the benefits of the Liberalisation of the Motor Tariffs?

    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.

    How is the Liberalisation advantageous to me? How do I benefit?

    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.


    What are the new features available based on market pricing? How will insurance premiums be priced from 1 July 2017 onwards?

    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.


    What should consumers look out for when purchasing the motor insurance in this new environment?

    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. 

    If I am a safe/good driver without any traffic summonses and reported accidents, will my premium be lowered?

    Driving behaviour and driving experience is expected to be considered in risk profiling in order to determine the premium.


    Will the No Claim Discount (NCD) still be maintained after Liberalisation?

    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.


    Will the Motor Third Party insurance product be available for consumers?

    Motor Third Party insurance product is still available for consumers who want to purchase basic motor insurance cover at tariff rate.


    Where can I obtain information of new products available and how do I choose products that will meet my needs?

    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.


    What % increase can I expect on my motor premium?

    This will differ from insurer to insurer. Consumers should shop around for the motor insurance that best meets their needs. 


    For consumers, getting the new motor premiums will be time consuming?

    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. 


    How are insurance companies preparing for the Liberalisation?

    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.


    Market knowledge about insurance is very low in Malaysia. How will this Liberalisation help Malaysians make informed decisions?

    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.


    What is a risk profile? Who determines a risk profile?

    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.


    Why will different insurance companies have different premiums rates? On what basis will it be calculated?

    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. 


    Motorcyclists have the highest casualty rates in Malaysia, how will Motor Premiums Liberalisation affect them?

    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.


    In the event of a dispute or doubt, where does the consumer turn to?

    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

    About AIA General Berhad

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    Why is AIA Bhd. transferring its general insurance business to AIA General Berhad?

    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.). 


    When will the general insurance business be transferred to AIA General Berhad?

    1 July 2018.


    When will be the official operational date of AIA General Berhad as a separate entity?

    1 July 2018. The first working day will be on 2 July 2018. 


    How are AIA Bhd. and AIA General Berhad related to each other?

    AIA General Berhad is a wholly owned subsidiary of AIA Bhd.


    What is AIA General Berhad's plan for the general insurance business?

    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. 


    What will happen to my existing general insurance contracts in or with 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.


    Will AIA Bhd. still be in operations once the general insurance business is transferred to AIA General Berhad?

    Yes, AIA Bhd. will continue to be in operations and will carry on the life insurance business.


    Will there be any changes to the existing general insurance policies?

    No. There will be no change to the existing general insurance policies.


    Will the existing general insurance customers get a new policy after the separation?

    No.  All the existing inforce policies will remain (unchanged).


    Will there be any changes to the servicing of general insurance policies?

    No. The existing life planners, intermediaries and AIA Customer Centres will still continue to service the general insurance policies.


    Will there be any changes for the Customer Contact Center number?

    No. The current Customer Contact Center number 1300-88-1899 will remain. 


    Will there be any changes to the existing services for general insurance?

    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.


    Will there be any changes to the current processes and procedures in handling general insurance transaction and business?

    No. The current processes, procedures and service commitment will remain unchanged.


    Will the customers need to change the payment instructions for their general insurance premiums?

    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.


    Will there be any separate notification to our customers, life planners and business partners in relation to this business transfer?

    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
    • Definition

    CRS

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    What is Common Reporting Standard (CRS)?

    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.


    Why does AIA need to comply with CRS?

    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").  


    Is CRS Rules applicable to all insurers/takaful operators?

    Yes, based on the CRS Rules, all financial institutions within the Participating Jurisdiction are required to comply with the CRS requirements.


    Why is AIA requesting for my tax residency status?

    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.  

     


    How to define my tax residency?

    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. 


    What is the CRS document that I need to complete?

    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. 


    I have declared that I have no foreign tax residency. Why do you require supporting documents?

    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. 


    What is the implication if I do not complete the CRS Self-Certification or provide the required supporting documents?

    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.


    Is my information protected?

    Yes, your information is strictly protected by AIA. AIA respects your data privacy. 


    Where can I find further information and advice?

    For more information about CRS, please visit OECD Automatic Exchange of Information portal, http://www.oecd.org/tax/automatic-exchange.


    Definition

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    What is an Active NFE?

    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.

     


    What is a Controlling Person?

    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.

     


    What is Custodial Institution?

    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.


    What is an Entity?

    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).


    What is a Financial Institution?

    Financial Institution” means a “Custodial Institution”, a “Depository Institution”, an “Investment Entity”, or a “Specified Insurance Company”.


    What is a Non-Financial Entity (NFE)?

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


    What is Non-Reporting 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.

     


    What is a Participating Jurisdiction

    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.


    What is a Participating Jurisdiction Financial Institution?

    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.


    What is a Passive NFE?

    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.


    What is a Related Entity?

    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.


    What is a Reportable Account?

    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.


    What is a Reportable Jurisdiction?

    Reportable Jurisdiction is a jurisdiction with which an obligation to provide financial account information is in place.


    What is a Reportable Jurisdiction Person?

    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.


    What is a Reportable Person?

    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.)

     


    What is a resident for tax purposes?

    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.


    What is a Specified Insurance Company?

    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.


    What is TIN?

    “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.


    • Privacy Statement
    • eClaims FAQs
    • Medical Card FAQs

    PERSONAL DATA PROTECTION ACT 2010

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    What is Personal Data Protection Act 2010 (PDPA)?

    PDPA 2010 is an Act, enacted by Parliament of Malaysia, to regulate the processing of personal data in commercial transactions. 


    What does personal data mean?

    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.


    What is sensitive personal data?

    Sensitive personal data is information that relates to the physical or mental health or condition of an individual. It includes the person’s:

    • political opinions;
    • religious beliefs;
    • any offence committed or allegedly committed; or
    • any other personal data determined by the Minister as published in the Act.

    What are “commercial transactions”?

    Any business transactions which is not necessarily contractual. This includes the collection of personal data of potential customers.


    What does “processing” of personal data mean?

    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.


    What are your rights as a customer under the PDPA?

    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.


    Can AIA deny my request to access my personal data?

    We cannot deny your request to have access to your data. We can only do so if we cannot confirm your identity.


    Does AIA have a Privacy Statement?

    Yes, the Privacy Statement is available here and also at our Customer Centres. 


    How long does AIA keep my personal data?

    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.


    Does AIA send personal data overseas? If yes, why is it necessary to do so?

    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.


    What happens if I refuse to give my consent?

    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.


    Can I withdraw my earlier consent on the disclosure of my personal data?

    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.


    How can I access my personal data held by AIA?

    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.


    Can I correct or update my personal data with AIA?

    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.


    Can anyone else request to have access to my personal data?

    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.


    Frequently Asked Questions (FAQs)

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    Where do I submit my claims?

    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’


    Where can I track my claims status once I’ve submitted my claims online?

    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’


    Why is my recent claim not reflected on MY AIA?

    Your claims record will be updated within 48 hours after submitting your claim.


    With eClaims, do I still need to keep my original receipts?

    Yes we recommend that you keep the original receipts for 7 years.


    Why do I need to keep my original receipts?

    This is in event that AIA, your respective HR or any relevant authorities may perform a verification exercise with regards to the claims submitted.


    Can the reimbursement be credited into my spouse’s bank account?

    No, we can only credit payments into the bank account belonging to the employee/member.


    How can I submit a claim for a newborn child as the child’s name does not appear in the dropdown list?

    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.


    Why can’t I find the type of claim from the eClaims tab?

    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.


    Can I still submit my claims using the physical form?

    Yes.


    How do I appeal for rejected claims?

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


    My annual limit is still available. Why didn’t I receive the full claim amounts?

    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.


    How long does it take for my claim to be approved and when can I expect the payment to be credited into my bank account?

    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.


    What do I do if I have submitted my claim online only to find out later that there are certain information that were keyed in wrongly (e.g. wrong amount, clinic name, diagnosis, etc) or if I would like to attach more supporting documents?

    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.


    Can I save my incomplete claims and resume later?

    You will not be able to save any incomplete claims.


    Where can I view the user guide?

    Please go to www.aia.com.my > select ‘MY AIA’ > go to ‘DIRECTORIES & GUIDES’ > go to ‘GUIDE TO CLAIMS’


    Who should I contact if I have any queries?

    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.


    How do I register?

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


    What if I forget my user ID and password?

    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.


    How can I change my password?

    Go to MY AIA website > Click on My Profile then click on Change password on the Online Profile.


    How can I change my email address?

    Go to MY AIA website > Click on My Profile then click on Edit at Contact Information to change your email address.


    How can I change my phone number?

    Go to MY AIA website > Click on My Profile then click on Edit at Contact Information to change your phone number.


    MEDICAL CARD FAQs

    + Expand All
    - Collapse All

    Why is AIA no longer issuing physical medical cards to customers?

    · 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.


    Is this a permanent discontinuation?

    · 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.


    I currently own a physical medical card. What should I do with it?

    · 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.


    Does this apply to new customers only? I am an existing customer of AIA. Can I request to replace my physical medical card with a new one?

    · 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.


    I am not technology savvy/ I don’t currently own a smart phone. Is there another way for me to seek medical treatment if I don’t have a physical medical card/I’m not able to access 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. 


    Would I be denied medical treatment if I am unable to present the e-medical card upon admission from 1 October 2020 onwards?

    · 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.


    Can I access my e-medical card immediately on the My AIA app once I have signed-up for my insurance policy/takaful certificate with AIA?

    · 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.


    How and when will I be notified to download the My AIA app?

    · 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.


    For individual policies/certificates, can I register the My AIA app user account for my spouse or children who are insured/covered under my medical plan?

    · No. At the moment, only the policy/certificate owner is able to register for the My AIA app.


    Who should I contact if I have any queries?

    · 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


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    What matters
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    ABOUT US
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    This website uses cookies for the purpose of enhancing your user experience. You can find more information on the types of cookies we collect, what we use these for, and how to manage your cookie settings in our Cookies Policy and Privacy Statement.

    Help & Support
    Contact Us
    FAQ
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    Form Library
    AIA Malaysia
    Menara AIA, 99, Jalan Ampang,
    50450 Kuala Lumpur
    AIA Bhd.
    1300-88-1899
    For Overseas Customers
    603 2056 1111
    AIA PUBLIC Takaful Bhd.
    1300-88-8922
    AIA General Berhad
    1300-88-1899
    AIA Pension and Asset Management Sdn. Bhd.
    1300-22-7771
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    1-800-88-8733
    www.aia.com.my/roadsideAssist

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