FAQs

AIA eCare is a digital and secured platform developed specially for our customers which serves to inform, enrich and empower them with ‘self-service’ technology. Customers will be able to access their policy information securely anytime, anywhere, and perform simple self-help services as well as redeem birthday perks and pop-up delight rewards.

With AIA eCare, you will have 24/7 access to:

Onboarding email will be sent to new and existing customers with no AIA eCare account who purchase a new insurance policy, and their insurance policy application is inforced after 12 January 2019.

To receive our onboarding email, the contact details (email address and mobile number) provided during point of purchase must be up-to-date.

Please click on the hyperlink in the onboarding email to register and access AIA eCare. For security reasons, the link will expire after 30 days from the date of the email.

Please register through AIA eCare app or portal to access your account.

The AIA eCare App is available on both Google Play and Apple App Store. Download the app and enjoy greater convenience today.

AIA eCare allows you access to policy contracts purchased on and after 1 January 2015.

If you had just purchased a policy, it may take 3 working days for the policy contract to be made available for viewing in AIA eCare. Notification SMS/Email will be sent to your mobile 2FA number and email once the new policy contract is ready for viewing in AIA eCare.

Yes, you may personalise your AIA eCare user name for added protection. From the dashboard, please select “Settings” under “My Profile” to change your AIA eCare user name.

From the dashboard, please select “Service Requests” under “My Insurance” to view and submit a service request.

You may have encountered below scenarios when accessing AIA eCare. Please follow our recommendations, below:

I cannot sign in to AIA eCare

• Error message – Your login details are incorrect. Please verify and try again.
  Your username/password is incorrect. Please click on “Forgot your username?” or “Forgot your password?” to retrieve your username and/or perform a password reset.

 

• Error message – You do not have an account with us. Please click on Activate now to register for an account.
  If you are not registered, please click on “Activate now” to register for an account.

 

• Error message – For security reasons, your account has been locked. Please contact our AIA Customer Service Hotline at 1800 248 8000 for assistance and quote the following code [code:55008]
  Please note that your account will be locked after 5 failed login attempts. Please contact our AIA Customer Service Hotline for assistance.

I cannot register for AIA eCare

• Error message – We are unable to find the ID you entered in our records. Please verify your details and try again, or contact our AIA Customer Service Hotline at 1800 248 8000 and quote the following code [code:55015].
  Please note that you must be an AIA Singapore policyholder to register for an AIA eCare account. If you require further assistance, please contact our AIA Customer Service Hotline.

 

• Error message – For security reasons, your account has been locked. Please contact our AIA Customer Service Hotline at 1800 248 8000 for assistance and quote the following code [code: 55303].
  Your account will be locked after 5 failed registration attempts. Please contact our AIA Customer Service Hotline for assistance.

I did not receive the OTP / The OTP mobile number is inaccurate

The AIA eCare 2FA mobile number is registered upon your AIA eCare registration. Please submit the Update of Contact Number for 2FA form if you have changed your mobile number. If you require further assistance, please contact our AIA Customer Service Hotline for assistance at 1800 248 8000.

The error that I have encountered during registration/login is not listed.  

Please contact our AIA Customer Service Hotline at 1800 248 8000 for assistance and quote the error code encountered. 

If you are a POSB/DBS account holder, you can apply for GIRO at any AXS station or via DBS Internet Banking website.

For other bank account holders, please click on the link to download the GIRO form and the Business Reply Envelope.

If you have Internet Banking services with DBS, OCBC, UOB, Citibank, HSBC or Standard Chartered, you can make payment via Internet Banking.

For questions regarding your Internet Banking services, please contact your designated bank directly. 

For your added convenience, you may choose to pay premiums at any of the AXS station available island-wide, AXS online at AXS online or AXS m-station. 

The following payment services are available:

    a) Payment for New Application

    b) Payment for Policy Premium

    c) Loan repayment

    d) Other payments, e.g. payment for reinstatement, addition of rider, etc.

    e) Payment for Vitality Membership

ATM cards and selected credit cards are accepted at AXS stations. eNets and selected credit cards are accepted for AXS online and AXS m-station.

Payment receipts will be issued by AXS and we will not be sending another payment receipt to you.

If you need to make payment from overseas, you can do it via telegraphic transfer to AIA Singapore Private Limited.

1. For S$ policy:
   Beneficiary bank name: Citibank Singapore
   Beneficiary bank code (Swift code): CITISGSG
   Beneficiary's name: AIA Singapore Private Limited
   Beneficiary's account number: 0010005019
   Payment details: Please indicate your Policy Number: ______________
   
   
2. For US$ policy:
   Beneficiary bank name: Citibank Singapore
   Beneficiary bank code (Swift code): CITISGSG
   Beneficiary's name: AIA Singapore Private Limited
   Beneficiary's account number: 0010005086
   Intermediary bank name: Citibank New York
   Intermediary bank code (Swift code): CITIUS33
   Payment details: Please indicate your Policy Number: ______________

At AIA Customer Service Centre

• You can pay by cash or NETS at the AIA Customer Service Centres located at:

       1 Finlayson Green, #01-00, Singapore 049246

       3 Tampines Grande, #01-00, Singapore 528799

       Our office hours are from 8.45am to 5.30pm, Monday to Fridays (excluding Public Holidays).

• We accept cash payment in SGD and USD.      
  
• Please bring along your photo ID (eg. Passport, NRIC, driving license) for verification purpose.
  
• Important Note: In line with Singapore’s journey to become a Smart Nation, the maximum cash to be accepted over-the-counter will be SGD 20,000 per transaction effective 1st November 2018.
  

Payment by Cheque, Bank Draft and Cashier Order are accepted, and should be crossed and made payable to AIA Singapore Private Limited.

• Please write your policy number on the back of the Cheque, Bank Draft or Cashier Order and send it together with the Premium Notice to:

AIA Singapore Private Limited
CASHIER - AIA TOWER
1 Robinson Road
AIA Tower
Singapore 048542   

• Please do not staple the cheque to the Premium Notice.
• Please do not issue post-dated cheques.
• Important Note: For payment above SGD20,000 or USD equivalent made via Cashier’s Order and Bank Draft, a copy of Cashier’s Order/ Bank Draft Advice slip* is required. 

*Cashier Order/Bank Draft Purchase slip is provided by the bank and is attached to the Cashier’s Order/Bank Draft. It contains information such as Account Holder’s Name, Account Number of the debited account, Transaction Amount and Transaction Date. 

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 Saturdays, Sundays and Public Holidays

3 Tampines Grande
Singapore 528799
Operating hours: Mondays - Fridays 9.00am to 5.00pm
Closed on Saturdays, Sundays and 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 or send us an email at: sg.eCare@aia.com. Our Customer Service Executives will be pleased to advise you on the claim requirements and appropriate forms to complete.

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 a 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 Birthday Perks microsite is a dedicated website, exclusively for you, our AIA customers to enjoy a host of privileges from participating merchants to celebrate your birthday.

All AIA customers with an in-force AIA insurance plan can access to the microsite.

IE, Safari, Google Chrome, Mozilla FireFox, iOS and Android.

AIA customers can login with your

1. Name;
2. NRIC/FIN No.; and
3. Date of Birth (dd/mm/yyyy)

Go to “My Perks”.

Select the perks that you wish to enjoy.

Print the vouchers.

Produce the vouchers and your NRIC (if applicable) at the merchants’ outlets. Please take note of the participating merchants’ terms and conditions. 

Please ensure that you have input the details in each of the fields correctly:

1. Name;
2. NRIC/FIN No.; and
3. Date of Birth (dd/mm/yyyy)

Any inaccurate entry in either of the fields will prompt an error message. 

The validity period and the terms and conditions of each of the perks are clearly indicated in the voucher. You may try to redeem it at the respective merchant’s outlets but this is subject to their terms and conditions.

Acceptance of the expired vouchers is at the discretion of the respective merchants. 

Once you have printed the vouchers under “My Wishlist”, the records will be removed from your browser. 

AIA Altitude, a by-invitation-only programme, is designed exclusively for our high value customers. Members are entitled to a suite of lifestyle privileges, including exclusive benefits and invitations to private events, as well as priority queue at AIA Customer Service Centre.

Terms of Membership

No application is required as membership to the Programme is offered to all new and existing AIA Singapore customers when they meet the qualifying criteria.

To become an AIA Altitude member, you will need to maintain and be the owner of (i) single premium policies with each policy having qualifying single premium of minimum S$100,000; or (ii) a combination of single premium and regular premium policies with qualifying premium of minimum of S$10,000 in total. 

The qualifying premium of item (ii) above is calculated by adding the annualised premium of regular premium policies and 10% of the single premium of single premium policies.  For example, you will qualify if you have 3 regular premium policies with total annual premium of S$8,000 and one single premium policy with single premium of S$50,000, as the qualifying premium will be S$8,000 + S$5,000 (based on 10% of S$50,000 single premium) = S$13,000.

No, your membership status is not transferable.

Your membership is valid for one year and is automatically renewed for another year if you meet the qualifying criteria at the end of the current membership year.

There is currently no joining or annual fee for the Programme.

Yes. Download the AIA eCare App to access to your AIA Altitude e-Card and to receive updates to some of life’s fine rewards and invitations to private events.

As an AIA Altitude member, you are entitled to exclusive promotions and offers. These offers may be sent via sms, direct mailer or email*. Please ensure that you keep your details updated so as not to miss out.

*If you have trouble receiving AIA emails, they may have been directed to your Junk Mail folder.  Please check your Junk Mail folder.