Frequently asked questions (FAQs)

AIA+ App & Portal

AIA+ is your dedicated app and portal for all your financial, health and wellness needs. Create your account to experience convenience at your fingertips.

  • Instant access to policy values, beneficiary nominations and policy documents.
  • Make request to update your contact details, carry out policy transactions or submit your claims.
  • Track your wellness journey with AIA Vitality and get rewarded for making healthier choices.
  • Redeem your delight points and get access to all-year-round deals at AIA Delights Marketplace. 
  • Access AIA Healthcare services to browse specialists under AIA Quality Healthcare Partners, make medical appointments, request for Teladoc Health Personal case management services, access e-Card, submit claim and pre-authorise request.

Create account
  1. Click on 'Create account' found at the login page.
  2. Enter your NRIC/FIN/Passport followed by mobile number and click 'Next'.
  3. To ensure that your information is kept safe and secure, you may be prompted to provide additional information for verification.
  4. Proceed to setup your password and username for added security.
  5. Enter the one-time password sent to your registered mobile number.
  6. Congratulations! You've successfully created your account.
 
Sign in
Here's how to sign in after you've created your account:
  1. Launch AIA+ app and portal.
  2. Choose your login method from the login screen.
    • Singpass: Click the "Log in with Singpass" button to use your Singpass credentials for a convenient and secure login.
    • Biometric login: if your device supports biometric authentication, you can use that for a faster login.
    • Username and password: Enter the username and password you have created.
  3. Once you've successfully logged in, you'll be redirected to the AIA landing page where you can manage your account, view your policies, and access other features.
 
For more information on Singpass, please visit: https://app.singpass.gov.sg/

AIA+ App is available on both Google Play and App Store. Download the app today to experience convenience at your fingertips.

The AIA+ app works on a wide range of devices and is regularly updated with new features and security improvements. 
  • Android devices running Android 9.0 or later.
  • iPhones and iPads running iOS 15.0 or later.
For optimal performance and security, we recommend downloading and installing the latest version from the App Store or Google Play. 
 
Using an older version may:
  • Increase the risk of bugs and compatibility issues.
  • Limit your access to the latest features.

With AIA+, an extra layer of security has been added to enhance the protection your account. Hence, if you had previously set up biometric login (Touch/Face ID) in My AIA SG, please re-configure it in AIA+ to continue using this feature.

Here's how to enable Touch/Face ID in AIA+:
 
1. Log in: Use your username/password or Singpass to access your AIA+ account.
 
2. Register your device: After successful login, you will receive a prompt to register your device for bio-metric login. Select "Confirm" to proceed.
 
 
3. Alternatively:
  • After successful login, go to your profile settings.
  • Select "Security Settings"
  • Enable toggle button beside Biometric Login.
  • Enter the One-Time Password (OTP) sent to your registered phone number.
  • A prompt to register your device will appear. Click "Confirm".
 
 
Your Touch/Face ID is now set up for secure login within AIA+.
 
Please note that Biometric Login will be disabled immediately when you:
  • Change your mobile phone.
  • Re-install AIA+ app.

Update your username in a few easy steps:
  1. Tap your profile icon
  2. Go to 'Security Settings'
  3. Select 'Username'
  4. Enter the one-time password sent to your registered mobile number
  5. Type in your desired new username
  6. Review and confirm your changes
  7. Click 'Submit' to finalise

Simply log in to the AIA+ app and look for 'Service request'.

Service requests are processed quickly and efficiently for your convenience. Once submitted, changes cannot be made directly within the app. However, you can submit a new request to update any information. Should you require further assistance, please contact our AIA Customer Service Hotline at 1800 248 8000.

As part of our go-green initiative to save the earth, we are reducing paper consumption. You can access your policy(ies) documents electronically (e-Documents), anytime and anywhere via AIA+.

Find your policy documents quicky by following these steps:
 
Mobile app
  1. Tap the 'More' button on the menu bar at the bottom
  2. Find 'e-Documents'
  3. Choose a policy you would like to view 
  4. Simply tap the document title to open and view it
  5. Tap the download icon if you want to save a copy for your records
Desktop
  1. Go to 'Portfolio' on the menu bar. 
  2. Select 'E-Documents'
  3. Choose a policy you would like to view 
  4. Simply click the document title to open and view it 
  5. Click the download icon if you want to save a copy for your records 

Here's how to easily control which policy documents you receive electronically:
  1. Start by tapping your profile icon.
  2. Go to 'Account setting'
  3. Select 'Manage eDocument'
  4. Choose the policy for which you want to receive electronic documents
  5. Confirm your selection and select "Save" to finalise your preference

You can access policy contracts purchased on and after January 1, 2015, using AIA+. Newly purchased policies will typically take 3 business days to appear in AIA+ app and portal. We will send you an SMS or email notification once your new policy contract is ready for viewing.

To ensure the security of your information, only the policy owner can access policy details. You can easily view your policy details by logging in to the AIA+ app and navigating to the "Portfolio" section.

You may have encountered below scenarios when accessing AIA+. Please follow our recommendations below:
 
I am unable to activate AIA+ account.
 
  • Error: 'Sorry, we weren't able to validate the information you submitted. Please try again.'
    Please ensure your details are correct. If you still experience an error after your details are entered correctly, please contact our AIA customer service hotline for assistance.

  • Error: 'Sorry, we weren't able to proceed with your activation. If you have an existing account, please log in with your user ID and password.'
    You may have an account, please retrieve your username and password to access account.
I cannot login to AIA+.
 
  • Error: 'Incorrect username or password. Please check and try again.'
    Your username and/or password is incorrect. Please retrieve your username and password.
I did not receive the OTP.
 
  • My OTP mobile number is correct
    Please click on the 'resend' button or try again after 5 minutes as the mobile network may be congested. Please note that SMS deliverability is dependent on telco rules and restrictions which are subjected to changes from time to time at the discretion of the local telco carrier(s).

  • My OTP mobile number is incorrect
    If you have changed your mobile number recently, please submit "Update Contact" under Service Request using AIA+.

    If you are no longer using the existing mobile number, please submit the Change of Address & Contact Information form and send it to our Policy Services Department at 3 Tampines Grande #09-00 Singapore 528799.
The error that I have encountered could not be resolved. 
Please contact our AIA Customer Service Hotline at 1800 248 8000 for assistance and quote the error code encountered.

After deactivating AIA+ account, you will no longer have access to AIA+ app and portal services. Nevertheless, you may continue to transact with us through other offline channels by having a chat with MAIA, contacting AIA customer service hotline at 1800 248 8000 or visit us at 1 Finlayson Green Singapore 049246 / 3 Tampines Grande Singapore 528799 from Mondays to Fridays, 8.45am to 5.30pm.

You may contact AIA Customer Service Hotline at 1800 248 8000 to deactivate AIA+ account.

Should you decide to reactivate AIA+ account, simply contact our AIA customer service hotline at 1800 248 8000.

Here's how to easily update your preferences in the AIA+ app.
  1. Tap on your profile icon
  2. Go to 'Account Settings'
  3. Select 'Marketing Consent'
  4. Select which types of marketing messages you want to receive (e.g., email, SMS) and tap 'Save'
  5. Review additional information and confirm you've read and understood any terms by checking the box
  6. Select 'Submit' button to confirm your update

Policy Premium Payment

Financial Services Consultants and Insurance Advisers are not allowed to collect cash payment on behalf of AIA. Please refer to below for the list of payment methods available.

1. Recurring GIRO/Credit Card Arrangement

Apply GIRO for seamless payment of your policy premium & loan repayment with instant approval with these 8 participating banks.
Step 1: Access Pay EZ and Select "Set up recurring arrangement".
 
Step 2: Select "Set up GIRO".
 
Step 3: Enter your Identification Number and Date of Birth and authenticate via AIA+ OTP or SingPass QR (Mobile).
 
Step 4: Select the policies you wish to set up for GIRO arrangement.
 
Step 5: Select the bank you wish to set up for GIRO arrangement. 
  • Declare if you are the bank account holder.
  • If you are not the bank account holder, you will be directed to complete a Payor Declaration Form.
  • Upon completion of the Payor Declaration Form, you will be directed to the bank's portal.
Step 6: Enter your banking credentials to perform authentication.
 
Step 7: Select the GIRO account you wish to set up for GIRO arrangement.
 
Step 8: You will be directed back to AIA Pay EZ website for the outcome of the GIRO arrangement.
 
For other non-participating bank account holders, please download the GIRO form and the Business Reply Envelope.

GIRO Deduction Schedule
After your GIRO arrangement is approved, the following deduction schedule applies depending on your premium due dates:
 
DBS/POSB Bank - 15th and 24th of the month.
 
  • If your premium due date falls between 1st - 15th, deduction will take place on 15th of the month.
  • If your premium due date falls between 16th - 24th, deduction will take place on 24th of the month.
  • If your premium due date falls between 25th to 31st, deduction will take place on 15th of the next month.
 
Other Banks - 2nd and 20th of the month.
 
  • If your premium due date falls between 1st - 2nd , deduction will take place on 2nd of the month.
  • If your premium due date falls between 3rd - 20th, deduction will take place on 20th of the month.
  • If your premium due date falls between 21st to 31st, deduction will take place on 2nd of the next month.
* If the scheduled deduction falls on weekends or Public Holiday, deduction will take place on the next working day.

To change the GIRO deduction date, please approach your servicing agent to submit a request via POS EZ.
 
Please note that the deduction schedule for the respective banks is as below:
  • DBS/POSB Bank - 15th and 24th of the month.
  • Other Banks - 2nd and 20th of the month.

Apply recurring credit card for seamless payment of your policy premium. VISA & AMEX card are allowed ONLY for payment of the 1st policy year premium.
 
Step 1: Access Pay EZ and Select "Set up recurring arrangement".
 
Step 2: Select "Set up credit card".
 
Step 3: Enter your Identification Number and Date of Birth and authenticate via AIA+ OTP or SingPass QR (Mobile).
 
Step 4: Select the policies you wish to set up recurring credit card arrangement for.
 
Step 5: Select the card type and declare if you are the bank account holder. 
 
Step 6: If you are not the bank account holder, you will be directed to complete a Payor Declaration Form.
 
Step 7: Review your payment arrangement.
 
Step 8: Fill in your billing information and your card details.
 
Step 9: Review your information and submit your application.
 
Step 10: Your credit card arrangement is completed, and a Pay EZ reference number is provided to you.

After your Credit Card arrangement is approved, deduction will take place on the premium due date. If the scheduled deduction falls on weekends or Public Holiday, deduction will take place on the next working day.

GIRO
  • AIA Pay EZ: Instantaneous approval
  • AXS/IB: Approximately 2 weeks
  • Hardcopy: Approximately 2 months
Credit Card
  • AIA Pay EZ: Instantaneous approval

For GIRO/Credit Card enrolment via AIA Pay EZ, you will receive an instant notification on the status of the GIRO/Credit Card enrolment. You will also receive a letter informing you on the successful enrolment.
 
For other GIRO enrolment methods, you will receive a letter informing you on the successful enrolment.

Deduction for your loan repayment will take place on 25th of every month. If the scheduled deduction falls on weekends or Public Holiday, deduction will take place on the next working day.

  • Unsuccessful GIRO deduction
We will attempt for another deduction on the next available deduction cycle. There will be no further deduction if the deductions are unsuccessful for 4 consecutive attempts. Please make payment via AIA Pay EZ, AXS or Internet Banking.
Please note that some banks may levy a charge on unsuccessful deductions.
 
  • Unsuccessful Credit Card deduction
We will attempt another deduction 15 calendar days after the last deduction. There will be no further deduction if the deductions are unsuccessful for 4 consecutive attempts. Please make payment via AIA Pay EZ, AXS or Internet Banking.
 
*For new policy, there will only be 1 GIRO/credit card deduction attempt. In the event of unsuccessful credit card deduction, please make payment via AIA Pay EZ website, AXS or internet banking.

If your previous month deduction is unsuccessful, we will attempt the deduction again on the next available deduction cycle. Hence, you may see 2 premium deductions within the same month - 1 deduction for the previous month premium due and 1 deduction for the current month premium due.

The common rejection reasons are:
  1. Insufficient funds - Insufficient funds maintained in your account for deduction.
  2. Refer to Paying Party - To check with the bank.
  3. Amount Exceeded Payment Limit - Amount deducted exceeded the payment limit set up at bank.
  4. Declined card - Card declined by bank.
You may also check with your banks for more details on the reasons of the unsuccessful deductions.

If there is no GIRO/Credit Card deduction, it may be due to the following:
  • There are pending requirements for your new policy.
  • Your premiums are not due.
  • You have made payments via alternative payment method.

VISA/AMEX card is only available for first year premium payments. For premium payments beyond first year, only MASTERCARD is allowed.

  • Cancel existing GIRO arrangement
You may submit your request through either:
1. AIA+ app > My Request > Service Request > Terminate Recurring Payment or
2. Banking app to terminate the existing GIRO arrangement.
 
  • Cancel existing Credit Card arrangement
You may submit your request through either:
1. AIA+ app > My Request > Service Request > Terminate Recurring Payment

2. One-time Payment

You may make an instantaneous payment for your policies using PayNow by scanning or uploading our PayNow QR code generated from AIA Pay EZ
 
Step 1: Access Pay EZ and Select "Make One-time Payment".
 
Step 2: Enter your Identification Number and Date of Birth and authenticate via AIA+ OTP or SingPass QR (Mobile).
 
Step 3: Select the policies you wish to make payment for.
 
Step 4: Select PayNow as payment method.
 
Step 5: Review your payment and enter your Email for us to provide you with the QR code and payment outcome upon successful receipting of payment into your policy.
 
Step 6: A QR code will be generated. 
 
Step 7: Log in to your banking app and scan the QR code or upload a screenshot of the QR code.
 
Step 8: Your payment is completed once you receive a successful payment notification from the bank.

You may make an instantaneous and secured payment for your policies via AIA Pay EZ using your Singapore Issued Mastercard credit card. VISA and AMEX credit cards are currently only applicable for premium payment up to the first policy year.
 
Step 1: Access Pay EZ and Select "Make One-time Payment".
 
Step 2: Enter your Identification Number and Date of Birth and authenticate via AIA+ OTP or SingPass QR (Mobile).
 
Step 3: Select the policies you wish to make payment for.
 
Step 4: Select Credit Card as payment method.
 
Step 5: Review your payment and enter your Email for us to provide you with the payment outcome.
 
Step 6: Pay EZ will direct you to our Credit Card Payment gateway. Proceed to enter your Credit Card details and authenticate the payment using the OTP sent by the card issuer.
 
Step 7: Your payment is completed. A Pay EZ reference number is provided to you.

You may make payment for your SGD policies via Internet Banking Bill Payment for the following banks: 
Please note that it may take up to 2 business days for the payment to be processed.
 
Step 1: Login to your Internet Banking application and Select "Bill Payment".
 
Step 2: Select "AIA Singapore" as billing organisation.
 
Step 3: Input the amount and indicate your 10-digit policy number as reference number.
 
* For Loan repayments, replace the first alphabet to 'R', followed by 9 numeric digit policy number as reference number

You may make payment for your SGD policies via FAST or Local Bank Transfer.
 
Please note that it may take up to 2 business days for the payment to be processed.
 
Here are the details to make a FAST or Bank Transfer into our account.
 
SGD Account (For SGD Policies)
Payee's Name: AIA Singapore Pte Ltd
Bank name: Citibank N.A.
Bank account number: 001-0005-019 (SGD account)
Payment details: Indicate your AIA Policy Number
 
USD Account (For USD Policies)
Payee's Name: AIA Singapore Pte Ltd
Bank name: Citibank N.A.
Bank account number: 001-0005-086 (USD account)
Payment details: Indicate your AIA Policy Number

You may make payment for your policies via AXS at any AXS Stations, AXS e-Station (online) and AXS m-Station (mobile).
 
ATM cards and selected credit cards are accepted at AXS stations. 
 
eNets and selected credit cards are accepted for AXS e-Station (online) at www.axs.com.sg or download AXS m-Station (mobile app) from Apple Store and Google Play.
 
Please note that payment receipts will be issued by AXS and AIA will not be sending another payment receipt to you. It may take up to 2 business days for the payment to be processed.
 
Step 1: Select "Insurance" under Categories.
 
Step 2: Select "AIA Singapore" as billing organisation.
 
Step 3: Select the purpose of payment e.g. New Application, Policy Premium, Loan Repayment, Other Payments* or Vitality Membership.
 
* Other payments refer to payment for reinstatement, addition of rider or top up
 
Step 4: Input your policy number, contact number, Applicant Owner's Name (Name of Policy Holder), Payer's Name, Payer's Identification/Passport Number, Payer's relationship to Policy Holder and amount in SGD
 
Step 5: Review your payment and make payment.

You may make an overseas payment for your policies via Telegraphic Transfer.
 
Please note that bank charges will be incurred by the payor.
 
Depending on the banks, it may take up to 7 business days for the payment to be processed.
 
Here are the details to make an overseas Telegraphic Transfer into our account.
 
SGD Account (For SGD Policies)
Beneficiary bank name: Citibank N.A.
Beneficiary bank code (Swift code): CITISGSG
Beneficiary bank address: 8 Marina View #16-01 Asia Square Tower 1 Singapore 018960
Beneficiary's name: AIA Singapore Private Limited
Beneficiary's account number: 001-0005-019 (SGD account)
Payment details: Indicate your AIA Policy Number
 
USD Account (For USD Policies)
Beneficiary bank name: Citibank N.A.
Beneficiary bank code (Swift code): CITISGSG
Beneficiary bank address: 8 Marina View #16-01 Asia Square Tower 1 Singapore 018960
Beneficiary's name: AIA Singapore Private Limited
Beneficiary's account number: 001-0005-086 (USD account)
Intermediary bank name: Citibank New York
Intermediary bank code (Swift code): CITIUS33
Payment details: Indicate your AIA Policy Number

You may make payment for your policy(s) via cheque, bank draft or cashier order. A charge may be incurred from your cheque issuing bank for usage of Singapore Dollar ("SGD") or USD denominated cheques.
 
Please note that if a third-party payor of acceptable relationship is making payment of more than SGD20,000 (or USD equivalent) on behalf of the policyowner, the policyowner is required to submit an Online Payor's Declaration Form before payment can be accepted by AIA.
 
To write a cheque to AIA:
 
Step 1: Write a crossed cheque made payable to "AIA Singapore". 
 
Step 2: Indicate your policy number, purpose of payment (eg. Premium, Loan repayment, Reinstatement etc) and contact number at the back of the cheque.
 
Step 3: Address the cheque to "CASHIER – AIA TAMPINES" at 3 Tampines Grande AIA Tampines Singapore 528799.
 
You may also download a copy of the Business Reply Envelope.
 
To submit the Online Payor's Declaration Form:
 
Step 1: Access Pay EZ and Select "Third-Party Declaration Form" under Other payment types.
 
Step 2:  Enter your Identification Number and Date of Birth and authenticate via AIA+ OTP or SingPass QR (Mobile).
 
Step 3: Fill up Third-Party Declaration Form and click "Submit". Please indicate all policy numbers if the cheque payment is for more than one policy.
 
Step 4: We may or may not be able to accept the payment immediately depending on the review on the third-party payor.
 
If no further review is required, we will process your cheque payment.
 
If further review is required, we will contact you on the status of the review within 7 business days.

Payment Processing
  1. Once payment via Pay EZ is successful, it will be credited to policy instantly.
  2. Payment via Internet banking bill payment will be processed and credited to policy within 3 working days. 
  3. Payment via AXS will be processed and credited to policy within 2 working days
  4. Depending on the currency, country and bank used, your payment by TT will be treated received on the date when our bank receives the money:
    - Payment received before 12noon will be processed to policy within the same working day
    - Payment received after 12noon will be processed on the next working day.

We accept below Acceptable Relationship Payor to pay on behalf:
 
  1. Spouse
  2. Parents/Parents-In-Law/Step-Parent
  3. Child/Step-Child/Adopted Child
  4. Sibling/Step Sibling/Adopted Sibling
  5. Grandparent
  6. Grandchild
  7. Legal Guardian
  8. Company [At least 25% Shareholding owned by Policy Owner/Insured/Spouse, Parents/Children or combined shareholdings of the related parties, the PH and Insured]
If a 3rd Party Payor is making payment exceeding SGD20K on behalf of Policyowner (via Pay EZ Pay Now/Credit card, Cheque, Bank Draft, Cashier Order) Policy Owner is required to complete online declaration form via Pay EZ.

Policy Owner may make loan repayment via:
  • AIA Pay EZ
  • AXS
  • Internet banking
AIA Pay EZ
Under "Make One-time Payment", select the policy for loan repayment and make payment via PayNow.
 
Internet Banking
For loan repayment please change the first prefix of your policy number to "R" as the payment reference.
Example: Policy number is L520XXXXXX. For loan payment, please change it to R520XXXXXX.
 
AXS
Select "Loan repayment" as the payment option and just indicate the original policy number (e.g. L520XXXXXX).

When a due premium is not received within the grace period, policy will be converted to:-
 
  1. Premium Holiday (Investment-linked Plan only); or
  2. Automatic Premium Loan (APL); or
  3. Extended Term Insurance (ETI); or
  4. Reduced Paid Up Insurance (RPU); or
  5. Lapse if there is insufficient cash/fund value remaining in the policy or policy without cash value.
*Grace Period refers to the extra 65 days that we give to the Policyholder from the Premium Due Date, for them to pay their premiums without coverage lapsing.

If you pay more than what your policy requires, here's what happens: If the extra amount is SGD$200k or less, it will be automatically refunded to you via PayNow, linked to your NRIC/FIN. For any amount over SGD$200,000, you'll need to let us know, and we'll send the excess back to your bank account. Just provide a written request along with your bank statement or passbook.
 
For policies in USD, any extra payment will be returned to you through Telegraphic Fund Transfer, upon your request by submitting the Telegraphic Fund Transfer form along with your bank statement or passbook.

For New policy Initial Payment, please note that 2 months of premium is required for policy issuance.
 
For Renewal Premium Payment, if your policy is under the monthly payment mode and has been billed to the following month. You are require to remit the premiums due to keep your policy up to date.

If payment is made into the wrong policy, you may approach your servicing agent to submit the proof of payment (e.g. bank statement) documents via POS EZ in order for us to do a transfer of premium to the correct policy.

If you've submitted a request through AIA+ and a short payment required, you may proceed with payment using the methods outlined below.
 
  • AIA Pay EZ (One-time payment)
  • AXS
  • Internet Banking (FAST or Local Bank Transfer)
  • Telegraphic Transfer

3. HealthShield Policy Deductions

The premium for MediShield Life will be paid in full from your MediSave account. Except for HealthShield riders / boosters, the premium for your HealthShield policy can also be paid from your MediSave account, up to the prevailing additional withdrawal limits (AWLs) shown in your premium notice letter.
 
You will have to pay any excess amount using any of these options available: Internet Banking, AXS, AIA Pay EZ for one-time payment using PAYNOW and from your bank account (by GIRO) or by Credit Card etc.

MediSave deduction for new submission/renewal of HealthShield Plan will be extracted on the next available Friday, following the policy commencement / renewal date or cash outlay (if any) received date, whichever is later.

4. CPF Investment Scheme Policy Deductions

For SA: Proceeds will be remitted to CPF-SA account generally within 1 week.
 
Note: If you have reached 55 years old on 1st Jan 2025, your CPF SA account will be closed. If there is prior cash payment made to the policy, proceeds will be apportioned accordingly as part CPF and cash i.e. CPF proceeds will be allocated to your Retirement Account/Ordinary Account by CPF Board and cash proceeds will be paid out by AIA.
 
For OA: Proceeds will be remitted to your respective investment banks (DBS/OCBC/UOB) generally within 1 week.
 
For SRS: Proceeds will be remitted to your respective investment banks (DBS/OCBC/UOB) generally within 1 week."

You may approach your servicing agent to request for another attempt of CPF deduction via POS EZ.

Deduction will return generally within 1 week.

5. Premium Notice Letters and Receipts

To opt in for digital documents, login to AIA+ > Profile > Account Settings > Manage eDocument.
 
 
Go to "E-document" under "Request/Document History"
 
Select your policy to view the e-document
 
Select "Filter"
 
Choose the "Bills and Receipts"

Premium receipts are available for retrieval via AIA+ e-documents for non-monthly mode policies. 

Insurance Claims & Policy Payouts

To make a claim, contact your AIA Financial Services Consultant for the necessary requirements or click here for more forms.
 
You may also visit our AIA Customer Service Centres located at:
 
1 Finlayson Green
Singapore 049246
Operating hours: Mondays - Fridays 8.45am to 5.30pm
Closed on Public Holidays
 
3 Tampines Grande
Singapore 528799
Operating hours: Mondays - Fridays 8.45am to 5.30pm
Closed on Public Holidays
 
Alternatively, please call our AIA Customer Care hotline at 1800 248 8000 or 65 6248 8000 (overseas), Monday to Friday between 8.45am and 5.30pm. Our Customer Service Executives will be pleased to advise you on the claim requirements and appropriate forms to complete.

  • Currently, AIA will make benefit payments via PayNow-NRIC, Cheque, Direct-Crediting and Telegraphic Transfer (TT).
Important Notes:
  • Where the policy currency is not denominated in Singapore Dollar, all benefit payments of $100 or less, will be paid in Singapore Dollar equivalent.
  • In line with Singapore Government's vision of going cheque-less by 2025, AIA will progressively change the payment methods to digital payments.

  • Payouts for Accident, Hospitalisation and HealthShield Claims.
  • Refund of excess premiums paid for your new policy application.
  • Refund of excess payment(s) made after a policy is incepted, provided:
    • There is a valid Singapore NRIC No. or FIN for the Payee (Policy Owner) on our records; and
    • Payee is not a Trustee / Assignee of the policy; Refund is payable to 1 payee only; and
    • Policy currency is in Singapore Dollar; and
    • Refund amount is S$2000.00, and below.
  • Payout(s) may also be paid via PayNow for:
    • Policy Loans
    • Withdrawal of Policy Benefits (Coupon, Dividend, Bonus) that were deposited with AIA
    • Policy Surrender
    • ILP Partial Withdrawals
    • Regular Withdrawals
*Important Note:
  • The above list will be expanded when more types of payouts are included.
  • Your PayNow profile must be linked to your NRIC/FIN for you to receive payouts from AIA.

There could be a few reasons why we were not able to disburse the payout to you via PayNow:
  • The type of payout is currently not eligible to be disbursed through PayNow; or
  • Your PayNow profile is not linked to your NRIC/FIN; or
  • The payout is not denominated in Singapore Dollars (SGD); or
  • Your policy premiums was fully or partially paid from your Central Provident Fund (CPF) account; or
  • Your policy has an existing Trust Arrangement, the policy owner is an entity or the policy is assigned

The maximum limit is set at S$200,000 per transaction. You will receive a cheque if the payout amount exceeds S$200,000 limit.

No, we will only disburse funds to policy owners who have their PayNow profile linked to NRIC/FIN. This is to ensure that we pay to the right person.

  • You may refer to The Association of Banks in Singapore site for information on the list of participating banks and how to register for PayNow with your NRIC/FIN.
  • If you have not registered for PayNow, please perform a one-time registration and link your NRIC to your PayNow profile.
  • In order to receive payments from AIA via PayNow, please ensure that your PayNow account is linked to your NRIC/FIN.

Log in to your bank's internet banking portal or mobile banking app. The "Manage PayNow" screen should indicate if you have linked your NRIC/FIN to your PayNow profile. However, this may vary from bank to bank, please visit your bank's PayNow FAQ page for more information.

PayNow is convenient and you will receive policy payouts from AIA in the shortest time.
  • Receive payments within 4 hours or less* upon completion of your service request.
  • Funds are directly credited into your PayNow-NRIC/FIN. No need to worry about missing cheques or monies credited to wrong account numbers!
  • No additional documentation such as proof of identity or bank statements is required.
PayNow-NRIC (Recommended) Direct Credit/Telegraphic Transfer Cheque
  1. Receive your payout within 4 hours or less!1
  1. Payout will be credited to your bank account within 4 business days2
  1. It can take up to 10 business days for you to receive the cheque at your mailing address.
  1. NO documents required.
  1. Documentation such as a copy of a bank statement is required.
  1. NO documents required.
  1. Funds are credited into your bank account.
  1. Funds are credited into your bank account.
  1. You will need to physically deposit the cheque at the bank.
 
1For payouts from Investment-Linked policies, the payment will only be processed after the fund prices are updated.
2Please note that your bank may require additional processing time before the funds are reflected in your bank account.

If you select to receive your policy correspondences electronically, AIA will send you an email and/or SMS upon completion of the PayNow transfer. Else, a letter will be sent to your mailing address.
 
Your bank may also send you an email or SMS notification when the amount is credited into your bank account.

The method of receiving your payout is contingent upon the type of payout:
 
For service-related requests like surrender policies or policy loans etc, your payout will be issued via a cheque sent to your provided mailing address, typically within 7 to 10 business days. No action is required from you.
 
In the case of payout(s) involving an accumulation feature, such as policy benefits like coupon payment or dividend payments or unclaimed monies, the payout will be automatically reinvested back into the policy. You may approach your financial service consultant for assistance or submit the withdrawal request of the accumulated funds via AIA+.

Applicable Policies
in Singapore
Policy
Loan*
Dividend
Accumulation
Coupon
Accumulation
Future Premium
Deposit Fund (FPDF)
Post-1977 Policies
S$ & Others
US$
A$
5.75%
5.75%
6.00%
2.75%
3.25%
1.60%
2.75%
3.25%
1.60%
0.25%
0.25%
0.25%
Pre-1977 Policies
S$ & Others
US$
A$
5.75%
5.75%
5.75%
3.00%
3.25%
3.00%
3.00%
3.25%
3.00%
3.00%
3.00%
3.00%
 
*Includes Automatic Premium Loans
  • Rates effective as of 1 July 2021
  • Rates are subject to change

Understanding Insurance Terms

Term insurance provides temporary life insurance protection for a stipulated period of time. The sum assured of the policy is paid to the beneficiary when death occurs during the stipulated term. Nothing is paid upon the survival of the insured at the end of the stipulated term. Being the cheapest form of insurance, term policies are best suited for those who require insurance protection at the lowest cost, such as fresh graduates with relatively low disposable income. Term policies are not available to children below the age of 16.

Term insurance policies are usually packaged with renewable or conversion privileges.
  • Renewable privilege
    Upon the maturity of a renewable term insurance policy, the insured has the right to renew the policy without having to prove insurability. This means that a new term policy will be issued by the insurance company regardless of the state of health of the insured then. The premiums of the new policy will be based on the then attained age of the insured.
    •  
  • Conversion privilege
    Convertible term insurance gives the policyholder the right to convert a temporary insurance policy to a permanent insurance policy, i.e. a whole life or an endowment policy, without having to prove insurability. This option is particularly important because insurance needs change with time. The premiums of the new policy will be based on the then attained age of the insured.

It offers lifetime insurance protection. You pay premiums throughout your life, but this can be changed to a limited period. It will pay out the insured amount and any bonuses you have built up when you make a claim.

It offers insurance protection and savings. It will pay out the insured amount and any bonuses you have built up when you make a claim, choose to stop the policy or at the end of the policy.

Your premium buys life insurance protection and investment units in a managed fund. Like a unit trust, your money is pooled with that of other investors and invested in short- and long-term investments. The price of your units depends on how the investments in the fund perform. The amount that the plan pays depends on the price of the units at the time you cash it or pass away. You will also get a death benefit.

Life insurance policies are broadly categorised as participating and non-participating policies.
 
Participating policies are policies that entitle the policyholders to share in the profits of the insurance company, in consideration of the additional premiums they contribute. The profits given are generally called bonuses. The benefits from participating policies include a non-guaranteed element (i.e. bonus), which is determined by the performance of the insurance company.
 
Non-participating policies do not share in the profits of the company. An example of a non-participating policy is a term insurance policy.

AIA Critical Year Option

Frequently Asked Questions on Critical Year Option
English Version
Chinese Version

Letter of guarantee for AIA HealthShield Gold Series policyholders

Frequently Asked Questions on Letter of Guarantee for AIA HealthShield Gold Series Policyholders

AIA360 Online Community

AIA360 Community is a group of AIA customers that AIA engages to get feedback in developing and improving our product and services to best serve our customer needs. 
 
AIA360 community members will be invited to take part in engaging and interactive activities to share their experiences and opinions across a variety of topics. 
 
Membership to AIA360 community is exclusive to AIA Customers only and on invitation basis. It is completely voluntary and free of charge.
 
Activities include quick polls, short survey questions, and focus group discussions.

AIA360 Community is a platform for AIA to hear your feedback so we can better serve you.
 
You can also get to participate in exclusive activities such as trying out our latest apps or take part in ideation sessions to co-create products and services which better serve your needs.

You would have successfully registered your interest to be part of the AIA360 Community. Within 7 working days, you will receive a confirmation email if you have been selected. 
 
To make sure that you receive our emails, do mark our email (support@aia360.com.sg) as "not junk"

You will receive an email through your registered email address containing a unique link for each activity. To participate, simply provide your response using the unique link provided in your email.

Yes! For every activity you complete, you will be awarded with AIA Delight points that will be credited to your account within 2 weeks. 
 
AIA Delight points can be used to redeem for a variety of rewards ranging from FairPrice vouchers to Shell vouchers through AIA+ app/portal.
 
Here's what you can do to earn AIA Delight points:
  • Look out for the email invitation from support@aia360.com.sg  
  • Earn AIA Delight points when you complete eligible activities which range from quick polls, surveys, prototype testing and focus group discussions.  
  • AIA Delight points that you earn will be credited within 2 weeks.

You will receive a notification via email, SMS or push notification once your AIA Delight Points have been credited.  

We are sorry that you wish to leave our community. 
 
If you would like to stop participating in AIA360 Community activities, you can click on the unsubscribe link located at the bottom of our email invitation. When you unsubscribe, you will no longer receive e-mails from AIA360 Community. 

We ask these questions to have a better understanding of you so that we can enrol you in the activities that are most appropriate and relevant for you. 
 
Please be assured that all information provided is kept secured and confidential. For details, you can refer to our AIA Personal Data Policy (Singapore).

Personal information of AIA360 community members is treated with the highest level of confidentiality and your privacy is guaranteed. Please see our AIA Personal Data Policy (Singapore) and our Declaration & Authorisation Policy for complete details.

Here are the terms and condition for AIA360 membership and for Terms of Use.

Feedback

For any concerns on your policy or if you have any feedback on our services, you may call our AIA Customer Care Hotline at 1800 248 8000 (For overseas calls, kindly dial 65-6248 8000).
 
If you have a dispute on your policy that has not been resolved to your satisfaction, you may approach Financial Industry Dispute Resolution Centre Ltd (FIDReC) for assistance. FIDReC is an independent body for dispute resolution between financial institutions and consumers. You may find out more details and contact them at https://www.fidrec.com.sg/contact-us/.

AIA Vitality FAQs

Have some questions about the AIA Vitality programme? Check our FAQs

Visit our FAQs
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