faqs

Just follow these three steps:

1. Logon to www.aia.com.my and click on MY AIA, select AIA@MyService.

2. Click the “REGISTER” button. Read the Terms & Conditions for use of AIA@MyService. Click on the 'I AGREE' button to proceed with your registration.

3. Fill the registration form. Click 'SUBMIT' once you have completed all the particulars.

Once we have checked your details against our records, your user account will be instantly activated and you can login immediately.

In most cases, failure to register could be caused by any one of the following reasons:

a) You’ve used a name that is different than the one displayed in your policy. The name entered in the registration page must be the same as what is displayed in your policy.

b) You’ve entered the wrong IC number. If you can’t remember if you used your old or new number in your policy application, enter both numbers in the registration page.

AIA@MyService is not available for AIA PUBLIC customers at the moment.

You can access the following information:

1.       Premium due date and amount

2.       Policy status

3.       Anniversary statement

4.       Premium statement for income tax submission

5.       Payment history

6.       Instructions on how to pay your premium online

AIA@MyService is not available for AIA PUBLIC customers at the moment.

If you are interested to receive the softcopy version of the policy, you must select the e-policy option upon signing up for an insurance plan with us.  We will notify you once your e-policy is available on the AIA@MyService.

The e-policy facility is not available for AIA PUBLIC customers at the moment.

We will review such requests on a case-by-case basis. However, at any time, you may request for assistance from any of our registered Life Planners. You can also register at AIA@MyService to access your policy information online.

You can view your premium notice through AIA@MyService.  Premium 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 notices.

For AIA PUBLIC customers, you may call us on 1300 88 8922 to request for your contribution notice.

The premium statements are mailed out by March of each year.  You can also view your premium statements online by logging on to our customer portal - AIA@MyService.

AIA@MyService is not available for AIA PUBLIC customers at the moment.  

The anniversary statements are mailed out 30 days after the policy’s anniversary date. You can also view your anniversary statement online by logging on to our customer portal - AIA@MyService.

AIA@MyService is not available for AIA PUBLIC customers at the moment.  

You can pay via:

a)      Visa/ Mastercard auto debit.
It will take approximately one week for this request to be approved.

b)      Online payment through AIA@MyService.

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

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.

No. You can only use your credit card to pay for your own, your spouse, children or parents’ policies.

You need to inform us in writing. Write a letter stating your request to cancel the auto debit facility to any of our Customer Centres or email the letter to my.customer@aia.com. You can also mail the letter to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.

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

We advise that you make prompt payment so there is no disruption to your insurance coverage.  If you fail to do so, your policy will not be active after the 31-day grace period, and you will no longer be covered by AIA.

There are a few alternatives available:

a)      If your policy has cash dividends, you can use it to pay your premium.

To use your cash dividends for premium payment, you will need to inform us by emailing my.customer@aia.com or calling us on 1300 88 1899.  We will send the relevant forms for you to complete and send back to us. This is not applicable for AIA PUBLIC customers.

b)      If your policy has enough cash value, an Automatic Premium Loan (APL) will be triggered if premiums are not paid after the 31-day grace period.

This means the APL will be used to cover your unpaid premiums. Once your policy’s cash value is used up and the outstanding premiums are not paid, the policy will no longer be active. Please note that interest is charged on the APL at the current rate, which is subject to change.

APL does not apply for AIA PUBLIC certificates. 

This is a loan that becomes available to you when your policy has a cash value to it. It is based on a percentage of the policy’s cash value, after deducting any outstanding loan or automatic premium loan on the policy.

You can apply for the policy loan by writing a letter to us or emailing us at my.customer@aia.com. We will send you the form for you to complete and send back to us.  You can also mail your letter to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.

Policy loans are not available for investment-linked, health and term policies, as well as AIA PUBLIC certificates.

It will take about 2 weeks, not including the mailing duration. We encourage you to use the e-payment facility to transfer the payment directly to your bank account. 

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 which you can get from any of our Customer Centres. 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 fee of RM25.90. This consists of the reissuance fee of RM15.90, including GST, and RM10 stamp duty.

3)      Submit the completed form together with the processing fee at any of our Customer Centres.

You can if the original medical card we issued is either lost or destroyed, and the policy is still active.

To apply:

1)      Complete the Medical Card Replacement Form which you can get from any of our Customer Centres. 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 RM10.60, which includes GST.

3)      Submit the completed form together with the processing fee at any of our Customer Centres.

It is the transfer of policy ownership rights from the original owner to another party. Once the policy has been assigned, you can no longer nominate a nominee or trustee for the policy.

It is the transfer of policy ownership rights from the original owner to another party only upon the death of the insured Person. This is applicable to Non-Muslim policy owners only. This assignment is not allowed for third party policies such as juvenile or employer/employee policies.

This facility cannot be applied to AIA PUBLIC certificates.

The assignee must be at least 18 years old.

Yes, they can.

No, this is not possible.

Yes you can, by completing and submitting to us Forms 24 and 49 issued by the Companies Commission of Malaysia (CCM) or Suruhanjaya Syarikat Malaysia (SSM).

Yes, you can.

You can get the forms from any AIA Customer Centre or by leaving your contact details and request here. We will send or email the form to you.

The original completed form can be submitted to our any of our Customer Centres. You can also mail it to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.

You can download the form from here.  Submit the completed form along with other relevant documents to your Life Planner or at any of our Customer Centres. You can also email the form to my.customer@aia.com or mail it to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.

You can download the form here. Submit the completed form along with other relevant documents to your Life Planner or at any of our Customer Centres. You can also email the form to my.customer@aia.com or mail it to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur.

You can 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.

Please contact your Life Planner or visit our Customer Centre to reactivate your policy.

Please complete the Visa/Master Card auto debit form which you can download here. Submit the completed form to your Life Planner or at any of our Customer Centres.  You can also email the completed form to my.customer@aia.com  or mail it to:

Customer Servicing Department,
Level 6, Wisma AIA,
99 Jalan Ampang,
50450 Kuala Lumpur

No, you will have to complete the Visa/Master Card auto debit form and send it back to us.

Your signature will always be compared against the signature you used when applying for your policy. If it is different from what we have in our records, we will ask you to re-submit your request. 

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

This is not applicable for AIA PUBLIC certificates.

You can download the claim form from here. You must complete the form, including the part on bank information. This section is important as we will pay the approved claim directly to your bank account via e-payment. Once completed, you may submit the claim form, together with the necessary documents, to your Life Planner or at any of our AIA Customer Centres for processing.

You can check your claim status by registering as a user of our customer portal AIA@MyService. Please click on this link to register.  You can also speak to your Life Planner, visit any of our Customer Centres or contact our Care Lines - 1300 88 1899 (for policies with AIA Bhd.) or 1300 88 8922 (for certificates with AIA PUBLIC).

Yes. Just submit your claim documents including the approval letter, settlement details, copy of bills and official receipts certified by the other paying party to us.

No, you must submit your original bill or receipt from the hospital for medical reimbursement. If you are claiming for the balance which has not been paid by another insurer, please submit your claim to us once these documents have been returned to you.

Present your original documents to our AIA agency leader or authorised AIA staff at any of our Customer Centres together with letter from lawyer request original for court purpose. They will help to verify your duplicate copies against the original documents. Once the verification is done, you can submit the certified true copy documents together with the claim form and the said letter by lawyer.

Please submit the following supporting documents together with your claim form:

1.       Breakdown of charges by item and description

2.       Name of medication prescribed

3.       Duration of medication supply

4.       We may request for additional documents/ information when necessary

The following items are typically not covered

1.       Telephone charges

2.       Newspaper

3.       Miscellaneous Charges

4.       Medical Report Fees

5.       Glasses, hearing aids or fitting

Co-insurance basically means that you agree to share the cost of healthcare services with your insurer. You will have to pay for a set percentage of the medical expense before your medical insurance begins to pay.

For overseas medical expenses, please submit your claim together with the required documents. Please refer to the checklist in the claim form for the documents we require to process your claim.

We will need a letter from the National Registration Department of Malaysia confirming the death. We will also need the certified copy of the death certificate issued by the country where the Insured Person had passed away.

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

Speedy - Funds are available on the same day or latest by the following day of payment date.

Convenient - Payments are credited directly into your account, removing the need to travel and deposit the cheque. 

Safer - Misplaced, lost, fraudulent or expired cheques will no longer be an issue

No, the service is free.

You must complete the relevant authorisation form. You will be required to provide your bank account information along with other supporting documents when you select e-payment.

The following original documents are required for verification and copies are required to be submitted:

(a) a bank statement; OR (b) bank account passbook; OR (c) a stamped letter from your bank confirming your bank account details.

You can choose any of your existing active saving or current accounts held under your name. The saving or current account must be maintained with one of the financial institutions offering MEPS Inter-Bank GIRO (IBG) service.

For payment to joint name policies, a joint account bank number must be provided to AIA Bhd. and not an individual account number.

Please refer to the following website for a current list of IBG members: http://www.myclear.org.my/faqs/interbank-giro-faqs/

Yes, you are allowed to change your bank account details by submitting the relevant Authorisation Form together with the required supporting documents substantiating your request to AIA Bhd. No cost will be charged for this purpose.

Payment will be made electronically into your bank account by AIA Bhd. once you have received a bank notification (a general notification will be sent to you between 2 – 3 days from the policy transaction being approved).

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

Your bank account details and other related information:

Will be used solely for the purpose of effecting payments by crediting your bank account directly; and

Is protected under the Financial Services Act 2013 and the Islamic Financial Services Act 2013 that strictly prohibits the disclosure of such information to any person unless the customer or his personal representative has given written permission. It should be noted that by signing the relevant form to provide your bank account information, you will be authorising the disclosure of your bank account information to the relevant parties’ to effect payment to you e.g. insurance company, financial institutions.

If funds cannot be credited into your bank account due to, for example, incorrect bank account number, closed or inactive bank account, there could be unnecessary delay to the payment process. To avoid this issue, please ensure that your bank account is correct and active upon providing such information to us at AIA Bhd. Otherwise, arrangements will be made by AIA Bhd. to remit the payment to you via cheque.

If you want all your payments to be paid to the same bank account, you need to indicate so to AIA Bhd. at the point of submitting your Authorisation Form (one form per account number) or when you purchase the policy.

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

When you purchase a policy or policies with AIA Bhd., you can inform us that you want all your claims, policy disbursements and any other refunds to be settled via e-payment together with the supporting documents. With this arrangement you will not be required to inform AIA Bhd. every time you make a claim or request a disbursement. However, you must always remember to update your account details with us if there are any changes.

E-payment is the most efficient and safe mode of payment. However, in the event you do not wish to receive payments directly to your bank account, you need not provide your bank account details. Payments will still be made to you in the form of cheques.

Your payment can be made via TT to your foreign bank account number with all the supporting documents provided to AIA Bhd.

However, it is always advisable for an employee, either a Malaysian or a foreign worker to open a local bank account.

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

Click HERE to download the full list of Panel Workshops

A non-financial entity (NFE) is considered to be an Active NFE if it meets any of the criteria listed below. In summary, those criteria refer to:

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

An entity will be classified as "Active NFE" if it meets any of the following criteria:

a) less than 50% of the NFE’s gross income for the preceding calendar year or other appropriate reporting period is passive income and less than 50% of the assets held by the NFE during the preceding calendar year or other appropriate reporting period are assets that produce or are held for the production of passive income;

b) the stock of the NFE is regularly traded on an established securities market or the NFE is a Related Entity of an Entity the stock of which is regularly traded on an established securities market;

c) the NFE is a Governmental Entity, an International Organisation, a Central Bank, or an Entity wholly owned by one or more of the foregoing;

d) substantially all of the activities of the NFE consist of holding (in whole or in part) the outstanding stock of, or providing financing and services to, one or more subsidiaries that engage in trades or businesses other than the business of a Financial Institution, except that an Entity does not qualify for this status if the Entity functions (or holds itself out) as an investment fund, such as a private equity fund, venture capital fund, leveraged buyout fund, or any investment vehicle whose purpose is to acquire or fund companies and then hold interests in those companies as capital assets for investment purposes;

e) the NFE is not yet operating a business and has no prior operating history, (a “ start-up NFE”) but is investing capital into assets with the intent to operate a business other than that of a Financial Institution, provided that the NFE does not qualify for this exception after the date that is 24 months after the date of the initial organisation of the NFE;

f) the NFE was not a Financial Institution in the past five years, and is in the process of liquidating its assets or is reorganising with the intent to continue or recommence operations in a business other than that of a Financial Institution;

g) the NFE primarily engages in financing and hedging transactions with, or for, Related Entities that are not Financial Institutions, and does not provide financing or hedging services to any Entity that is not a Related Entity, provided that the group of any such Related Entities is primarily engaged in a business other than that of a Financial Institution; or

h) the NFE meets all of the following requirements (a “non-profit NFE”) :

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

Note: Certain entities (such as U.S. Territory NFFEs) may qualify for Active NFFE status under FATCA but not Active NFE status under the CRS.

A "Controlling Person” is a natural person who exercises control over an entity. Where an entity Account Holder is treated as a Passive Non-Financial Entity (“NFE”) then a Financial Institution must determine whether such Controlling Persons are Reportable Persons.

In the case of a trust, the Controlling Person(s) are the settlor(s), the trustee(s), the protector(s) (if any), the beneficiary(ies) or class(es) of beneficiaries, or any other natural person(s) exercising ultimate effective control over the trust (including through a chain of control or ownership). Under the CRS the settlor(s), the trustee(s), the protector(s) (if any), and the beneficiary(ies) or class(es) of beneficiaries, are always treated as Controlling Persons of a trust, regardless of whether or not any of them exercises control over the activities of the trust.

The settlor(s) of a trust is an Entity then the CRS requires Financial Institutions to also identify the Controlling Persons of the settlor(s) and when required report them as Controlling Persons of the trust.

In the case of a legal arrangement other than a trust, “Controlling Person(s) means persons in equivalent or similar positions.

Custodial Institution” means any Entity that holds, as a substantial portion of its business, Financial Assets for the account of others. This is where the Entity’s gross income attributable to the holding of Financial Assets and related financial services equals or exceeds 20% of the Entity’s gross income during the shorter of: (i) the three-year period that ends on 31 December (or the final day of a non-calendar year accounting period) prior to the year in which the determination is being made; or (ii) the period during which the Entity has been in existence.

A legal person or a legal arrangement, such as a corporation, organisation, partnership, trust or foundation. This term covers any person other than an individual (i.e. a natural person).

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

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

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

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

any other defined in a countries domestic law as a Non-Reporting Financial Institution.

Participating Jurisdiction means a jurisdiction with which an agreement is in place pursuant to which it will provide the information set out in the CRS.

Participating Jurisdiction Financial Institution means any Financial Institution that is tax resident in a Participating Jurisdiction, but excludes any branch of that Financial Institution that is located outside of that jurisdiction, and any branch of a Financial Institution that is not tax resident in a Participating Jurisdiction, if that branch is located in such Participating Jurisdiction.

Passive NFE means any: (i) NFE that is not an Active NFE; and (ii) Investment Entity located in a Non-Participating Jurisdiction and managed by another Financial Institution.

An Entity is a “Related Entity” of another Entity if either Entity controls the other Entity, or the two Entities are under common control. For this purpose control includes direct or indirect ownership of more than 50% of the vote and value in an Entity.

Reportable Account” means an account held by one or more Reportable Persons or by a Passive NFE with one or more Controlling Persons that is a Reportable Person.

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

Reportable Jurisdiction Person is an Entity that is tax resident in a Reportable Jurisdiction(s) under the tax laws of such jurisdiction(s) - by reference to local laws in the country where the Entity is established, incorporated or managed. An Entity such as a partnership, limited liability partnership or similar legal arrangement that has no residence for tax purposes shall be treated as resident in the jurisdiction in which its place of effective management is situated. As such if an Entity certifies that it has no residence for tax purposes it should complete the form stating the address of its principal office.

Dual resident Entities may rely on the tiebreaker rules contained in tax conventions (if applicable) to determine their residence for tax purposes.

A “Reportable Person” is defined as a “Reportable Jurisdiction Person”, other than:

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

Generally, an Entity will be resident for tax purposes in a jurisdiction if, under the laws of that jurisdiction (including tax conventions), it pays or should be paying tax therein by reason of his domicile, residence, place of management or incorporation, or any other criterion of a similar nature, and not only from sources in that jurisdiction. Dual resident Entities may rely on the tiebreaker rules contained in tax conventions (if applicable) to solve cases of double residence for determining their residence for tax purposes. An Entity such as a partnership, limited liability partnership or similar legal arrangement that has no residence for tax purposes shall be treated as resident in the jurisdiction in which its place of effective management is situated. A trust is treated as resident where one or more of its trustees is resident.

Specified Insurance Company means any Entity that is an insurance company (or the holding company of an insurance company) that issues, or is obligated to make payments with respect to, a Cash Value Insurance Contract or an Annuity Contract. This also applies to Takaful Operator.

“TIN” means Taxpayer Identification Number or a functional equivalent in the absence of a TIN. A TIN is a unique combination of letters or numbers assigned by a jurisdiction to an individual or an Entity and used to identify the individual or Entity for the purposes of administering the tax laws of such jurisdiction.

The current prescribed rate is 6%.

No, GST has replaced the service tax.

GST is charged on the premiums for medical, critical illness, personal accident and general insurance policies. The monthly cost of insurance (COI) for investment-linked policies and riders under the medical, critical illness and personal accident categories are also subject to GST at the prescribed rate.

For new policies that are activated on or after 1 April 2015, the GST amount is stated on the policy information page of your new policy contract. You can refer to the Product Disclosure Sheet of the respective products for the total premium amount inclusive of GST payable.

For policies activated before 1 April 2015, the total premium payable, inclusive of GST, is stated in the premium notices mailed to you.

You can contact your Life Planner, visit any of our Customer Centres or call us on 1300 88 1899 if you have any questions on the GST amount charged to your premium.

Full payment of the total premium amount payable (inclusive of GST) needs to be made to ensure continuous coverage under your policy.

No.

No. The repayments of a home loan, i.e. the loan instalment; principal repayment; advance loan payment, late payment charge or monthly interest are not subject to GST.

Fees and charges relating to administrative services are subject to GST at the current prescribed rate of 6%.

Yes. Effective 1 April 2015, GST at the current prescribed rate of 6% is charged on the contributions for medical, critical illness and personal accident certificates. The monthly Tabarru’ for Investment-Linked Takaful certificates and riders under the medical, critical illness and personal accident categories are also subject to GST at the prescribed rate. All fees and charges relating to administrative services will also attract GST at the prescribed rate. The total contribution amount payable (inclusive of GST) for your plan, will be stated in the contribution notice (if applicable) issued to you on or after 1 April 2015.

You can refer to your policy contract to find out the period allowed for reinstatement.  If your policy is still within the stated period, you can speak to your Life Planner or call our Call Centre at 1300 88 1899 to get the amount that you need to pay to reinstate your policy, and to find out if you are required to undergo a health check. You can also visit any of our Customer Centres for assistance.

If your policy is not within the reinstatement period, we advise that you to speak to your Life Planner to apply for a new policy. Your application for a new policy will need to go through the review and assessment process by our team of underwriters.

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. Please click "Policy Servicing" in the FAQ page to find out how. 

If your policy does not have any cash value, you can request for your policy to be cancelled by sending us a mail at:

Customer Servicing Department,

Level 6, Wisma AIA,

99 Jalan Ampang,

50450 Kuala Lumpur.

If your policy has cash value, you will need to fill up a Surrender Form.  The Surrender Form can be obtained from any of our Customer Centres. You can also go to our website to request for the form to be sent to you.

Send the original completed form to any of our Customer Centres or mail it to:

Customer Servicing Department,

Level 6, Wisma AIA,

99 Jalan Ampang,

50450 Kuala Lumpur.

If you are unsure whether your policy has any cash value, please visit any of our Customer Centres or write to us for assistance. 

You can change your benefits by submitting the Request for Change form.  Submit the completed form, which you can download here to your Life Planner or at any of our Customer Centres.  You can also email the form to my.customer@aia.com or mail it to:

Customer Servicing Department,

Level 6, Wisma AIA,

99 Jalan Ampang,

50450 Kuala Lumpur.

Yes, you can. You can change your coverage amount by submitting the Request for Change form.  Submit the completed form, which you can download here to your Life Planner or at any of our Customer Centres.  You can also email the form to my.customer@aia.com or mail it to:

Customer Servicing Department,

Level 6, Wisma AIA,

99 Jalan Ampang,

50450 Kuala Lumpur.

My AIA is a portal that allows AIA customers to check their coverage details, perform online transactions, print statements and access their AIA Vitality account.

Log on to www.aia.com.my and select My AIA to register.  It is free of charge.

Anybody who has life insurance or personal accident coverage with AIA Bhd. or AIA Public Takaful Bhd.

Main borrower of AIA home loans.

AIA Vitality members

Company employees who are covered under AIA's Employee Benefits

Yes, but with more features as able to perform some online transactions.

Change of contact details.

Autodebit cancellation

Update credit card details

Medical card replacement request

Online payment.

Yes, you can.

You may reset it online by clicking here.

These insurance details will be made available in the near future. For now, please Contact Us for assistance.

Currently, you are only able to view and print mortgage statements.  Mortgage account details will be made available in the near future.

You only need to register once.

This service will be made available in the near future. Meanwhile, you may access to Directories & Guide to download the claims form and submit them with your supporting documents at any AIA Customer Centre.

If you asked for a new password but didn't receive your password-reset email:

• Check the spam or junk mail folder in your email accounts linked to your My AIA account.

• Check the mobile numbers connected to My AIA. 

• Try to reset your password again.

For security reasons, parts of the email addresses and mobile numbers will be hidden (ex: fxxxxxxk@fxxxxxxk.com, xxxxxxx5555).

Keep in mind, if you still don't receive the email after requesting a password reset, please Contact Us for further assistance. 

Please go to www.aia.com.my > select ‘MY AIA’ > Log in to ‘MY AIA’ > go to ‘MY CLAIMS’ > go to ‘EMPLOYEE CLAIM’ > click ‘SUBMIT NEW CLAIM’

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

Please go to www.aia.com.my > select ‘MY AIA’ > Log in to ‘MY AIA’ > go to ‘MY CLAIMS’ > go to ‘EMPLOYEE CLAIM’ > click ‘CLAIM DETAILS’

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

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

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

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

Please contact your HR to confirm if your newborn child has been enrolled and is eligible for coverage. You can only submit the claim once the child’s name appears on the list.

This may be because this coverage may not be available under this particular plan. If your company has another policy with us, you may check if that policy offers the coverage you need. Otherwise, please refer to your HR on the types of coverage that are available at your company.

Yes.

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

The approval of your claim is subject to not only your benefit entitlement but also the terms of coverage. We take into account factors such as annual limit, per visit limit, co-pay/co-share arrangements, customary and reasonable charges and the applicability of any exclusions.

Your claim should be processed and approved within 10 working days from the date of submission and the payment will be credited into your bank account within 3 days after the claim is approved.

You will need to submit a new claim. Please call 1300 88 1899 or write to my.customer@aia.com to cancel the claim. You are advised to only resubmit the claim after the cancellation of the previous claim.

You will not be able to save any incomplete claims.

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

For any technical issues on the My AIA App, please call 1300 88 1899. To check on your enrolment status, please call 1300 88 1899 or email my.customer@aia.com.

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

Go to the MY AIA website and click Forgot your user ID/password? Key in your Full Name and Membership Number. A temporary password will be sent to your mobile/ email. Go to the MY AIA website again, insert in your ID and temporary password. After logging in, the page will prompt you to change your password.

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

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

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