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AIA+ App

AIA Vitality

Yes, you do. You will need the AIA+ app to view your AIA Vitality status and perform other transactions such as claiming your rewards, viewing your challenges progress, etc.

Most of the information are now in the AIA+ app. 

You may also refer to AIA Vitality Frequently Asked Questions here.

There is no need to do so. You can continue using the same User ID and Password.

  • You only need to update your 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.
  • Click here if you wish to retrieve your User ID or reset password.

  • No, you don’t have to. You just need to update your AIA+ app to the latest version.
  • All the new features will be automatically populated into the new updated version.

Yes. You will be able to see your AIA Vitality points and status on the main dashboard in the app.

Employee Benefit

As a principal member, you will need to have an active user account. Right after that, you may assign your e-medical card to your dependant, guardian, and/or spouse where they can enjoy some features of the app.

  • Complete the required information.
  • Your dependant/guardian will receive an invitation email.
  • Click on the link provided in the email and complete the assignment process.

When a dependant is registering on the AIA+ app, please use the dependant’s own NRIC number (without hyphen) as the User ID.

When a dependant is registering on the AIA+ app, please use the dependant’s own NRIC number (without hyphen) as the User ID. 

  • Please also check if you have keyed in the correct password. If you are unsure.

You can then present your NRIC/Passport when you visit our panel clinics. You may also proceed to pay first and submit the claim reimbursement to AIA afterwards.

Digital Health

A telemedicine service available via the AIA+ App. You have access to live consultations with qualified doctors through their smartphones for medical advice. For more information on how to use this Digital Health service, you can check out our how-to guide on the AIA website for easy instructions.

From 1 October 2025 onwards, we are pleased to announce that BIG Pharmacy will be our new Digital Health partner on the AIA+ app. This marks a transition from our current partnership with Doc2Us which will end on 31 December 2025, as we continue to enhance and expand our healthcare offerings.

To enjoy the latest Digital Health service, kindly update your AIA+ app from 1 October 2025 onwards via the Apple App Store, Google Play or Huawei AppGallery. No action is required if your mobile app is already running on the latest version.

Once the app is updated, new and existing Digital Health users will need to complete a one-time registration on the same date to access the telemedicine service with our new partner, BIG Pharmacy. This ensures your account details are up to date and that you have reviewed and accepted the new Terms & Conditions applicable under this new arrangement. 

During this transition period, Doc2Us services will be available until 31 December 2025. Customers that would like to access Doc2Us services can click on the link provided at the Digital Health entry page in AIA+ app to download the Doc2Us app from the Apple App Store, Google Play or Huawei AppGallery. 

Please note that AIA does not have access to records maintained by Doc2Us and Doc2Us may only retain the records up till 30 September 2025, after which they may no longer be available in the AIA+ and Doc2Us app. If you would like a copy of them before this date, we recommend saving or taking a screenshot for your own reference.

Should you need to refer to past consultation details when consulting with BIG Pharmacy doctors, we encourage:

  • Individual policy holders to view their Whatsapp chat history with Doc2Us
  • Those insured by employers to check their medical bill on AIA+ app (Click "E-cards" at the bottom navigation bar > Click "Medical Bills")

Customers on long-term medication (LTM) will receive a monthly push notification from the AIA+ app when it is time to refill their medication. 

Please ensure that you have re-registered with Big Pharmacy beforehand and completed a new consultation to continue receiving your medication under the new partner. We understand this may be an extra step, but it is necessary to ensure medical records are accurate, aligns with the provider’s new requirements and proper prescription management under the new system.

Yes, cashless coverage will continue to apply when you consult via the AIA+ app with our new Digital Health partner, BIG Pharmacy.

If you have completed your consultation via the Doc2Us app, cashless arrangements will be valid until 31 December 2025. After this date onwards, the partnership with Doc2Us will have concluded and consultations made via their app will not be eligible for cashless benefits.

  • Teleconsultation – Online doctor consultations
  • E-Prescription – Digital prescriptions
  • Medication Delivery – To your location nationwide
  • Self-Pickup – At selected pharmacies
  • E-Referral – Digital specialist referrals
  • E-Medical Certificate – Sick leave certificates (accepted by selected companies only)
     

Please ensure that the individual using Digital Health must be the same person as the AIA+ app account holder. This allows BIG Pharmacy to issue and deliver the medication to the right customer without delay.

Yes, our online doctors are available to provide initial medical advice. If your condition requires an in-person assessment, they will refer you to a nearby clinic or hospital for further evaluation. 

You can enjoy our Digital Health service, as long as you are an AIA customer, and have downloaded and registered for the AIA+ app  - regardless of whether you are an individual policy holder, insured by employers, on SMART option, or have General Practitioner (GP) benefits. 

Please note that the Digital Health service is only available via the app.

Digital Health is available 24/7, including weekends and public holidays.

For enquiries related to Digital Health registration, entitlement or order/pickup status, please call Big Pharmacy's hotline at 012-9896039 between 9:00AM and 10:00PM. 

For all other enquries, you may contact AIA Customer Support via phone, email, or visit any AIA Customer Centre in person.

While Digital Health is accessible to all customers, charges may apply if:

  • You are an indvidual policy holder, or insured by employer with a co-payment plan
  • Your benefits have been fully utilised
  • You have requested for non-standard items (e.g., medical equipment)
  • You have requested for urgent delivery
  • Vitamins, supplements, and nutritional products
  • Pharmaceutical items
  • Vaccinations and health screenings

Before the consultation begins, the doctor will inform you of the applicable fees via the chat room, based on the consultation timing and your plan's coverage. You may then decide whether to proceed, with no charges applied until confirmation is given.  For each consultation, it will be:

  • RM 15 during regular hours (8:00 AM – 10:00 PM). There will be no charges incurred if no diagnosis is made, and client is to be referred to the nearest General Practitioner (GP) / Hospitals.
  • RM 30 after regular hours (10:01 PM – 7:59 AM), whether or not a diagnosis is given.
     

If medication is prescribed, medication fees will apply at special rates for AIA customers.

If charges apply for using Digital Health, BIG Pharmacy will send you a payment link via Whatsapp after your consultation. Be sure to complete the payment within 24 hours. If the payment is not received in time, the medication would not be processed and the order would be cancelled.

  • Acute Medication (short-term treatment of immediate or sudden illness; i.e. flu, cough, cold, headche):
    • Orders from 8:00 AM – 7:00 PM: Same day (except East Malaysia)
    • Orders after 7:00 PM: Next day
    • Delivery is available on weekends and public holidays
  • Long-Term Medication (long-term management of ongoing health conditions; i.e. diabetes, high-blood pressure, thyroid): Within 3 business days and delivered only on weekdays (excluding public holidays).
     

Once your medication order is ready for delivery, a push notification will be sent via the AIA+ app. You can then begin to track their delivery status through the e-Prescription quick link. If there is a special request on specific timing for delivery, you may communicate so with the pharmacist.

Yes upon customer’s request, a RM 10 delivery fee will apply for long-term medication. As this is a request outside of the standard delivery arrangement (within 3 business days), the additional cost will be payable by customer.

For acute medication, it already comes with express arrangement and will be delivered to you on the same day.

Before the consultation begins, you will be able to select your preferred pharmacy from participating outlets under Big Caring Group (the same parent company as Big Pharmacy). These include Big Pharmacy, Caring, Wellings, Ting, and Georgetown. Operating hours will be shown for each outlet to help you choose the location that suits your convenience. 

Once the medication is ready for pickup, you will receive a push notification from the AIA+ app - typically within 4 hours.

To allow the staff enough time to retrieve your medication, the last call for pickup is at 8PM. We recommend checking the operating hours when selecting the preferred outlet, or before visiting for a smoother pickup experience. 

If orders remain uncollected after 5 days, it will be automatically cancelled.

If you are on acute (short-term) medication, prescriptions can be uploaded in either PDF or photo format via the AIA+ app. To do so, simply click “Consult Now” with a doctor on the Digital Health dashboard — following the same steps as initiating a regular consultation.

If you are on long-term medication, and your prescription is issued by Big Pharmacy, it will appear in the e-Prescription quick link on Digital Health’s dashboard. If it is issued by a General Practitioner (GP) or specialist, you will need to upload the prescription in either PDF or photo format in the AIA+ app. To do this, head to the dashboard and click on "Consult Now" to initiate the upload with a doctor - just like how you would start a regular online consultation.

If you did not receive your e-Prescription, please contact Big Pharmacy's hotline at 012-9896039. They are available daily from 10AM-10PM (including weekends and public holidays) to assist you further.

For acute (short-term) medication: e-Prescriptions from General Practitioners (GP) or specialists are valid for up to 3 days from the date of issue. 

For long-term medication: If the prescription is issued by Big Pharmacy, it is valid for up to 3 months and will appear in the e-Prescription history section. If it is issued by a General Practitioner (GP) or specialist, it is valid for 6 months from the date of issue and you will need to upload it to the AIA+ app.

Once a prescription expires, you will need to request a new one. You can do this by starting a new consultation via "Consult Now". Please note that the doctor you consult may not be the same as the one who issued your original prescription.

E-Referral is a digital referral to a specialist when further medical evaluation is required beyond the initial consultation.

  • For Individual policy holders: e-Referrals are only applicable to SMART Option Policy Holders. Once the e-Referral is submitted, it will be made available at the hospital portal. This process helps to confirm whether your plan includes co-payment, which may affect your eligibility for Digital Health fee coverage. 

Please be sure to inform the hospital front desk upon arrival, so that the hospital staff can retrieve it from their system. 

  • For those insured by their employer:  e-Referrals are primarily issued when treatment from a  specialist is required. Once submitted and if eligible, it will initiate a Guarantee Letter (GL) request to support your admission, which can be viewed in the AIA+ app. 

You may get in touch with Big Pharmacy at 012-9896039. They are available daily to assist you between 9AM to 10PM (including weekends and public holidays).

Here are a few reasons your medical card may not be visible: 

  1. You may have already selected your delivery or self collection option but have yet to click on "Start Chatting with A Doctor" to start your consultation. If no consultation activity takes place within 24 hours, the card will be restored automatically. Alternatively, you can manually end the session to regain access to your medical card by: Heading to the page where your medical card is shown >  Tap "Unable to find your medical card?" > Then, click on "Panel Visits" > Under "Current Panel Visit", tap on the active consultation > Select "Cancel Visit" to end it. 
  2. Your medication has not been delivered or picked up yet. Once your delivery or self collection is completed, your medical card will appear and be accessible again
     

Please note that the Digital Health service only supports one active consultation at a time. If there is an ongoing session, you will need to complete it or end it before starting another one. 

Financial Health Check

  • FHC is a self-assessment tool in the 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 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.

General

  • 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.

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

For AIA+ app technical issues, call our AIA+ Careline 1300 88 1899 or contact us.

Individual

You can view the premium due date from AIA+ under "Individual Plans". Alternatively, you can also

A one-time payment confirmation will be triggered via the AIA+ Push Notification/SMS/E-mail to you. Alternatively, you also can check the payment details via AIA+. Go to “Transaction History” and click on “My Payments”. Next, click “View Transaction History” and click on “Payment History”.

Note: Based on mobile number/email address record with AIA+. Please ensure that your contact details with AIA are accurate and updated.

You can view the payment method via AIA+. Go to “Individual Plans” and click on “Policy Details.”

Direct Debit means you have enrolled for auto deduction for premium/ contribution from your debit/credit cards or savings/current account.  

Direct Billing (Cash) means you are paying your premium/contribution via other alternative channels such as online banking or AIA+.

Yes. For individual policies/ certificates, besides policy/certificate owner, insured & covered member can also register for the AIA+ App/portal.

Log on to AIA+ app. Tap on Policy. Go to Claims History and apply the selection filters where applicable. Alternatively, tap View All to see all your claims history. Meanwhile, if you want to obtain a copy of your claims correspondence letter, click on "Claim Details" on the specific claim record that you are interested in. "View Claims Documents" link will appear in the next pop-up screen.

The record will be updated within 48 hours after a claim is being recorded/processed.

Yes. You can submit claims online for the following claim types

  • Medical
  • Accident
  • Travel PA
  • Health Wallet

Note:

For submission of further requirement that we have asked (pending claim), please go to "Claims History" (refer "Where can I view my claims history") and click on "Claim Details" of the specific claim record that is "In Progress". You may view the relevant claims correspondence letter to confirm on the pending items/requirement, thereafter click "Submit Pending Document". Follow the on-screen instructions to complete your submission.

Yes, you need to verify and update your email address and mobile number if you are logging in for the first time.

This is to ensure that we can send you a One-Time-Password (OTP) for your registration, as well as the latest updates from AIA.

Registration & Login

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 14 and above, and Android 10 (API 29) and above.

 

Note:

1. For Huawei device owners, kindly be informed that 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 AIA+ push notifications are available for these models.

2. If you are logging in the 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.

  • No, you don’t have to. For users who already have an existing AIA+ account or have already downloaded the 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 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 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.

  • The OTP will be sent to the mobile number registered in your 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.
    • Answer the security questions.
    • Key in the correct mobile number.
    • Answer the Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standard (CRS) questions.
    • A One Time Password (OTP) will be sent to your newly registered mobile number.
    • 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.

  • 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 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 AIA+ website or AIA+ app, click on Forgot Password.

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

  • Click Forgot your user ID/password on the Login Page OR click here.
  • Key in your Identification Number for verification.
  • Receive the OTP SMS and key it in for verification.
  • Key in the new password to reset your password and login using the new password.
  • In the event if your registered email or mobile number is no longer valid, please contact our AIA+ Careline 1300 88 1899 for assistance.

Firstly, you need to have an AIA individual policy/certificate where you are the policy/certificate owner, insured, covered member or payor, have an active employee benefit plan, mortgage account and/or AIA Vitality membership.

  • Next, proceed to download the AIA+ app. 

Please make sure your mobile phone has good network coverage.

  • You may re-start your mobile phone to refresh the network.
  • Make sure your mobile phone SMS inbox is not full.
  • Check if there are any applications or settings in your mobile phone that may have filtered your messages.

If you still encounter problems, please contact our AIA+ Careline 1300 88 1899 for assistance.

If you have forgotten your password:

  • Click Forgot your user ID/password on the Login Page OR click here.
  • Key in your NRIC/Passport Number for verification
  • Select to receive password link via email or SMS
  • Once you receive the password link, click on the link to reset password and login using the new password

For other scenarios: -

  • Fingerprint – If Fingerprint has been setup & is now locked
  • Enter PIN Code
  • If you don’t have a PIN Code, enter your User ID & Password 
  • Once you have logged in successfully, go to phone settings to unlock & reset your fingerprint
  • Face – If Face ID has been setup & is now locked
  • Enter PIN Code 
  • If you don’t have a PIN Code, enter your User ID & Password. 
  • Once you have logged in successfully, go to phone settings to unlock & reset your Face ID
  • Pin code - If Pin Code has been setup & is now locked
  • You will be redirected to the login page and asked to use your User ID & Password
  • Once you have logged in successfully, you will be redirected to reset your PIN Code

Please ensure that your mobile phone has an internet connection. 

  • Make sure that you have registered on the AIA+ app. 
  • Please check if you have keyed-in the correct ID and Password. 
  • Please exit the app and log in again. You may need to restart your mobile phone. 
  • If you are still not able to log in, please contact our AIA+ Careline 1300 88 1899 for assistance.

Once you have registered an account, you can choose to set biometrics login either by Fingerprint or Face ID or PIN Code for a quicker login.

Others

You can find FHC via the following channels:

  • "Review Your Coverage" button from the Main Dashboard
  • "Start Now" from the Financial Health Check box on your Individual Plans / Employee Benefits page
  • "Take An Assessment" from the Take An Assessment notification in My Inbox.

Try to reinstall the latest version of the AIA+ app and login again. 

  • Ensure that your phone OS is compatible.
  • 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 14 and above, and Android 10 (API 29) and above.

If the error persists, call our AIA+ Careline 1300 88 1899 for assistance. 

 

Note: 

1.For Huawei device owners, kindly be informed that AIA+ push notifications are currently not available on these following 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 AIA+ push notifications are available for these models.

2.If you are logging in the AIA+ app through the AIA website, the best browsing experience will be via Google Chrome (87) and above; Edge Chromium (88) and above; Firefox (78.9) and above; and Safari (10.1) and above.

Unfortunately, you can’t. 

However, you may still access and view your individual policies/certificates or AIA Vitality features in the app.

Unfortunately, this is not possible. You can only login to either one of the platforms at any given time.

The AIA+ app also detects multi-user logins and it will automatically sign you out from the earlier access through another platform.

Yes. You can disable/enable this function via App Setting > Notifications. 

We strongly encourage you to have push notification enabled so that you can receive important notices and updates from AIA.

AIA+ Wallet

The AIA+ Wallet is a digital in-app wallet that stores the wallet balance earned from completing various AIA initiatives including but not limited to premium/contribution cashback campaigns and Life+ Rewards. The currency used in AIA+ Wallet is Malaysian Ringgit (MYR). 

No, AIA+ Wallet and Health Wallet are not the same and have different features. You may read the rest of the questions in this Frequently Asked Questions for more information on AIA+ Wallet. For more information on Health Wallet, please refer HERE. 

Customers must download the AIA+ app and register for an AIA+ account. Visit HERE for a guide on how to register for an AIA+ account. 

To access AIA+ Wallet, please follow the steps below:

Step 1: Open the AIA+ app.
Step 2: Register your AIA+ account (If not done previously).
Step 3: Log in to the AIA+ app.
Step 4: At the default AIA+ app homepage/Select “Home” at the bottom navigation bar and then select the “Wallet” card; OR
Select “Wallet & Rewards” at the bottom navigation bar and then select “Wallet” tab at the top of the page.

Note: AIA+ Wallet is only accessible on the AIA+ app. Customers will not be able to access AIA+ Wallet via the AIA+ portal on the AIA corporate website.  

Your wallet balance is displayed on the AIA+ Wallet page (refer to “Where can I access the AIA+ Wallet?” for the navigation steps). You may select the eye icon to hide your wallet balance. 

Yes, your balance will expire one day before the second anniversary of the date your cash reward was paid out. The balance and its corresponding expiry date that will expire earliest are displayed on the AIA+ Wallet page, below the wallet balance.

Example 1:
John has participated in Life+ Rewards and completed the Take the Financial Health Check Activity Card on 15 May 2024. The cash reward was credited into his AIA+ Wallet on the next working day, 16 May 2024. 
Cash reward expiry date: 15 May 2026

Example 2:
Lucy has participated in Life+ Rewards and completed the Level Up to AIA Vitality Gold Activity Card on 9 January 2025. The cash reward was credited into her AIA+ Wallet on the next working day, 10 January 2025.
Cash reward expiry date: 9 January 2027

For more information on Life+ Rewards cash reward payouts, please refer to the Life+ Rewards Frequently Asked Questions > “General” > “I have completed an activity, when will I receive my cash reward?”, or click HERE.

Step 1: Select the “Withdraw Amount” button on the AIA+ Wallet page. 

Step 2: Choose Bank Name from the drop-down list and fill in Account Number1.

Step 3: Select the “Next” button. 

Step 4: Review your details on the withdrawal request confirmation page. 

Step 5: Enter the one-time password (OTP)2 sent to your mobile number3. 

Step 6: Select the “Withdraw” button. 

Step 7: If the withdrawal request was successful, you will be redirected to a confirmation page which contains a reference number and the estimated payout date. You may save the reference number for your safekeeping.   

Notes: 

  1. If you have previously provided AIA with information on your bank account details associated with your existing policy/certificate, your bank account details will be pre-filled for your convenience. If you wish to withdraw to a different bank account than the one that was pre-filled for you, you may do so by selecting the option “Other Bank Account (GIRO)” and filling in the fields required as described in Step 2. 
  2. You shall agree that any SMS sent to you is entirely dependent on the availability and quality of service of the relevant service/network provider(s) and fully understand that AIA does not have any control whatsoever in the event of SMS is delayed, not delivered or encountered any delivery issues due to SMS traffic congestion, network failure and/or interruptions that may be experienced by the relevant telecommunications network. As such, AIA shall not be liable for any loss or expense incurred by you from any delay or failure in receiving any SMS and/or email transmission from AIA. No appeals on such delay or failure will be processed.
  3. If the phone number shown is incorrect, you may update your phone number by selecting the link provided. You will then be redirected to the “Update Your Mobile Number” page. You understand and agree that the mobile phone number you have provided to AIA is valid and current to the best of your knowledge. Please note that if you are an existing AIA customer, the mobile number you have provided will be applied to ALL your policies/certificates with AIA. You may select “Previous” if you wish to cancel updating your mobile number. Terms and conditions on the “Service Request” or “My Profile” pages shall apply. 
     

You must withdraw the entire wallet balance; a partial withdrawal of wallet balance is not allowed.

The bank account details collected from you on the Withdraw page is for one-time use only, and for the purpose of such withdrawal request only. 

No, you must withdraw the entire wallet balance; a partial withdrawal of wallet balance is not allowed. 

You may withdraw your AIA+ Wallet balance to your bank account. Please refer to Note (1) at “How do I withdraw the balance from my AIA+ Wallet?” for more information. Withdrawal from AIA+ Wallet to a third-party bank account (the bank account of another individual or entity) is not allowed. 

You may select the “Transaction History” button on the AIA+ Wallet page (refer to “Where can I access the AIA+ Wallet?” for the navigation steps) to view your AIA+ Wallet transaction history for the past 90 days. If you wish to view your transaction history for beyond 90 days, kindly contact our Customer Careline at the link provided. 

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