FAQs

My AIA SG is a digital and secured platform developed specially for our customers which inform, enrich and empower them with ‘self-service’ technology. We have enhanced My AIA SG to provide you with the convenience of accessing your insurance information and Vitality membership, in a single app. 

My AIA SG is a one-stop app developed for your insurance and health needs. With My AIA SG, you will have 24/7 access to:

An onboarding email will be sent to new customers as well as existing customers with no My AIA SG account - who had purchased a new insurance policy, and their insurance policy application was 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.

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

The Android/iOS versions supported by My AIA SG is upgraded regularly. We recommend you to download and update to the latest software versions to take advantage of the latest security and functionality features. Users on older version may be at risk of bugs and compatibility issues.

Please click on the Biometric icon found at the login page. You will be prompted to enter username, password and OTP to enable Touch/Face ID login.

Please note that Biometric Login will be disabled immediately in the following conditions:

• Change in fingerprint / face profile (e.g. add or delete fingerprint / face profile) on your device
• Biometric Login is enabled on another device, the previous device will be de-registered
• The account is locked after multiple login failure
• Biometric Authentication function is disabled on the device setting
• Uninstall My AIA SG App from device

Effective from 1 September 2019, AIA Singapore will no longer be using NRIC/Passport Number/FIN as the User login ID, in line with the PDPC Advisory Guidelines on PDPA for NRIC and other National Identification Numbers. From the dashboard, please select “Settings” under “My Profile” to change or setup your username.

 

         

From the menu bar, please select “Submit Service Requests” under “My Insurance” to submit a service request. 
 

    

Service requests are processed digitally end-to-end with no human intervention and cannot be cancelled. You may submit another request to update changes. 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 will now have access to your electronic documents (e-Documents) relating to your policies, 24/7 anytime and anywhere on My AIA SG, our digital and secured platform.

From the menu bar, please select “My eContracts & eDocuments” under “My Insurance”. Select your policy to view the available documents and click on the “Download icon” to view the document.

Please note that download function is only available on My AIA SG portal.
 

        

From the menu bar, please select “My Profile” under “My Account”. Expand the settings and select “e-Document Setting” to manage your e-Documents subscription.
 

        

My AIA SG 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 My AIA SG. Notification SMS/Email will be sent to your mobile 2FA number and email once the new policy contract is ready for viewing in My AIA SG.

Only policy owner may access policy information and submit service requests. Please note that the dashboard will display up to 5 policies. You may click on ‘See All’ to view all policies.

Please select the HealthShield basic plan and click on ‘View My Essential Coverage’. 

You may have encountered below scenarios when accessing My AIA SG. Please follow our recommendations below: 

 

I am unable to activate My AIA SG account

• Error: We are unable to find the ID you entered in our records
  Please note that you must be an AIA Singapore policyholder or Vitality member to activate My AIA SG account.

 

• Error: You have an existing account with us
  Please login with your existing credentials.

 

• Error: For security reasons, your account has been locked
  Your account will be locked after 5 failed registration attempts. Please contact our AIA Customer Service Hotline for assistance.

 

I cannot login to My AIA SG.

• Error: You do not have an account with us
  If account is activated, please click on “Forgot your username?” to retrieve your username.
  If account is not activated, please click on “Activate Now?” to activate your account.

 

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

 

• My account has been locked.
  Please note that your account will be locked after 5 failed login attempts. Please click on “Forgot your password/Username?” and perform a password reset to unlock your account.

 

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 “Change of Contact Details” under Service Requests using My AIA SG.
  
  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.

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

For other bank account holders* , you can apply for GIRO via AIA Pay EZ.

*Available for 7 participating banks - OCBC bank, UOB bank, HSBC bank, SCB Bank, Maybank, Bank of China & ICBC bank

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

View our demo videos on:

• How to set up GIRO (for DBS/POSB banks) and Recurring Credit Card Arrangements using AIA Pay EZ, please click here.
• How to set up GIRO (for 7 participating banks above*) and recurring GIRO arrangement for loan repayment via AIA Pay EZ, please click here.

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.

Please note that all Internet Banking payment applies to SGD policies only. 

For your added convenience, you may choose to pay premiums at any of the AXS Station available island-wide, AXS e-Station (online) at www.axs.com.sg/ or download AXS m-Station (mobile app) from Apple Store and Google Play.

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 e-Station (online) at www.axs.com.sg or download AXS m-Station (mobile app) from Apple Store and Google Play.

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

Paying by Overseas Telegraphic Transfer
[Note: Your bank will advise on all charges to be incurred by yourself for the transfer]

** An Intermediary bank name & code needs to be used in the event if USD payment cannot be transferred directly to
AIA Singapore Private Limited. Please check with your Bank directly to confirm the details. **

Paying by Local Bank Account - Fund Transfer
For your USD policy [Note: Your bank will advise on all charges to be incurred by yourself for the transfer]

** An Intermediary bank name & code need to be used in event if USD payment cannot be transferred directly to AIA Singapore Private Limited. Please check with your Bank directly to confirm the details. **

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 policyowner per financial year effective 18 Apr 2020.
  

Payment by Cheque should be crossed and made payable to AIA Singapore Private Limited.

• Please do not staple the cheque to the Premium Notice.
• Please do not issue post-dated cheques.
• Please write your policy number, the description of your payment (eg. Premium/ Loan repayment) and contact number on the back of the Cheque and send it to:

AIA Singapore Private Limited
CASHIER - AIA TAMPINES
3 Tampines Grande
AIA Tampines
Singapore 528799

 

From 10 July 2021, if a 3^rd party payor (within the list of Acceptable Payor Relationships) is making payment of SGD 20,000 (or USD equivalent) to AIA on behalf of you, you’ll be required to submit an Online Payor’s Declaration form before payment can be accepted. The Online Payor’s Declaration form can be submitted by you via AIA Pay EZ.

What are the Acceptable Payor Relationships?

• Spouse
• Parents/Parents-In-Law/Step Parent
• Child/Step Child/Adopted Child
• Sibling/Step Sibling/Adopted Sibling
• Grandparent
• Grandchild
• Legal Guardian
• Company [At least 25% Shareholding owned by Policy Holder (PH)/ Insured/ Spouse, Parents/ Children or combined shareholdings of the related parties, PH and Insured]

Payment by Bank Draft and Cashier's Order should be crossed and made payable to AIA Singapore Private Limited.

• Please do not staple the Bank Draft or Cashier's Order to the Premium Notice.
• Please do not issue post-dated cheques.
• Please write your policy number, the description of your payment (eg. Premium/ Loan repayment) and contact number on the back of the Bank Draft or Cashier's Order and send it to:

AIA Singapore Private Limited
CASHIER - AIA TAMPINES
3 Tampines Grande
AIA Tampines
Singapore 528799

• 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's 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.

From 10 July 2021, if a 3^rd party payor (within the list of Acceptable Payor Relationships) is making payment of SGD 20,000 (or USD equivalent) to AIA on behalf of you, you’ll be required to submit an Online Payor’s Declaration form before payment can be accepted. The Online Payor’s Declaration form can be submitted by you via AIA Pay EZ.

What are the Acceptable Payor Relationships?

• Spouse
• Parents/Parents-In-Law/Step Parent
• Child/Step Child/Adopted Child
• Sibling/Step Sibling/Adopted Sibling
• Grandparent
• Grandchild
• Legal Guardian
• Company [At least 25% Shareholding owned by Policy Holder (PH)/ Insured/ Spouse, Parents/ Children or combined shareholdings of the related parties, PH and Insured]

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.

• 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 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. 
   

¹ For payouts from Investment-Linked policies, the payment will only be processed after the fund prices are updated.
² Please 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.

You will receive your payout via cheque sent to your mailing address in 7 to 10 business days. To ensure that you receive future payouts successfully via PayNow, please approach your Bank to resolve the reason for failed PayNow transfer.

No. There is no fees/charges to our customers.

*Inculdes Automatic Premium Loans

• Rates effective as of 1 July 2021

• Rates are subject to change