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.

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

Please activate your account using My AIA SG app or portal.

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

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 “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 “e-Documents” 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.

You may make payments for all your Vitality Memberships, Life, Health and Personal Accident policies conveniently and securely, at the touch of your fingertips with AIA Pay EZ using your Singapore Issued VISA, Mastercard Credit Cards or PayNow via your respective bank’s mobile Banking Applications.

The following payment services are available: 

1. New Application (First 12 months)
2. Addition of Supplementary Benefit (Riders)
3. Reinstatement
4. Change of Payment Frequency
5. Renewal
6. GIRO Enrolment (DBS/POSB Bank A/C holder)
7. Credit Card Enrolment

View our demo videos on:

• How to set up GIRO and Recurring Credit Card Arrangements using AIA Pay EZ, please click here.
• How to make payment using AIA Pay EZ, please click here.
• How to make payments via PayNow using AIA Pay EZ, please click here.

To view the guide to using PayNow, please click here.

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, 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.

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.

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 N.A.
   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 N.A.
   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 policyowner per financial year effective 18 Apr 2020.
  

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.