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.

From the login page, please tap on the Biometric icon and select “Enable Touch/Face ID”. You will be prompted to enter your 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”. After which, please select a policy from the list to view the document and click on the “Download” icon to download the document.
 

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?” or “Forgot your username?” to perform a password reset and/or retrieve your username.

• I forgot both username and password.
  Please perform a password reset via “Forgot your password?” then retrieve your username via “Forgot your username?”.

• My account has been locked.
  Please note that your account will be locked after 5 failed login attempts. Please perform a reset of password to unlock your account.

I am unable to perform a password reset

• Error: We encountered an error in processing your request, code 51906
  For a successful password reset, you would be required to have an email address registered with us. Please update your email address via the Update of Address & Contact Details form.

• I did not receive a temporary password.
  Temporary password will be sent to the email address provided during password reset. Please check your Inbox, Junk/Spam mail. If email is not found, you may perform another password reset and/or use another email address.

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.
  
  
• My OTP mobile number is incorrect
  If you have changed your mobile number recently, please submit the Update of Contact Number for 2FA form.
   

• I am using an overseas mobile number
  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). 

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 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

To view our demo video on how to make payment using AIA Pay EZ, please click here.         

To view our demo video on 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 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 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 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.