Delay in Inpatient and Outpatient Guarantee Letters

We regret to inform you that we are currently experiencing an unexpected delay in the issuance of all inpatient and outpatient Guarantee Letters (GL) for hospital visits. This was due to technical issues which had unfortunately occurred during a system upgrade to our Hospitals Platform on 23 June. 


We sincerely apologise for the inconvenience this has caused our customers, distributors, and hospital partners.


We are working hard to stabilise the system and restore our services as quickly as we possibly can. In the interim, we have informed our Panel Hospitals to ease the process of admission for AIA customers who seek treatment at their facilities, and to prioritise all urgent admissions. As proof of coverage during this period of time, customers can choose to show their e-medical card or member ID card to the hospitals at the point of registration or admission.

Alternatively, customers can also choose to settle their hospital bills and then file for reimbursement with AIA. Reimbursement can be submitted via e-claims on My AIA and we will endeavour to pay the claims as quickly as possible, subject to the coverage’s terms and conditions.


We acknowledge that it has not been a pleasant experience for some of our customers requesting for GL over the past couple of days. Once again, we are very sorry for the inconvenience caused and we will continue to strive to do better. We want to thank you for your patience and understanding whilst we bring our system and services back to normal operation.


If you have questions, please contact our 24/7 hotline: 1300 88 8860 / 70. We’ll be on standby to assist you.