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  • Making a Claim

    • Default
    • Accident & Hospitalisation Claim
    • Appeal For a Previously Declined Claim
    • Critical Illness Claim
    • Death Claim
    • Employee Benefit Insurance Claim (CS)
    • Involuntary Loss of Employment Claim
    • Personal Line Insurance Claim
    • Total & Permanent Disability Claim
    • Travel Insurance Claim

    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Log on to AIA eCare. AIA eCare service portal, a 24/7 service portal by which you can check information about your AIA Singapore policies including status of your claim application.
    2. Contact your AIA Servicing Agent
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    If you are a Singapore Citizen or Singapore Permanent Resident and have received medical treatment at a MediShield Life approved hospital/surgery centre/ specialist clinic, your HealthShield claim will be electronically submitted by these medical centres on your behalf if you have authorized them to do so. You need not file a claim separately on your own. 

    You will receive a notification update via AIA eCare service portal once we receive such claim from your treating medical centre.

    If your claim is not electronically submitted by your treating medical centre, you may complete the forms listed here and obtain the rest of the requirement. If the document is issued outside of Singapore, only certified true copy of the document can be accepted by AIA Singapore. All foreign language documents must be translated to English by licensed translator.

    • 1. Accident & Hospitalisation Claim Form

    1. Medical report from your treating doctor confirming injury / illness
    2. Laboratory reports – X Ray report, MRI report etc
    3. Police report / Media report about the accident
    4. Medical expense bills and receipts for Accident Reimbursement Claim
    5. Medical Leave Certificate for Weekly Indemnity Claim or Hospital Cash/Income Claim
    6. 3rd party payment letter if part of the bills has already been paid
    7. Any other evidence required by AIA Singapore Claims Department

     

    If this is a HealthShield Pre & Post Hospital Claim / HealthShield Essential Claim / Follow-Up Claim to a previously approved medical expense reimbursement claim or weekly indemnity claim or hospital cash claim, submit the following for the claim:

    a)    Complete Follow-Up Claim Form

    b)    Further medical expense bills and receipts pertaining to the same claim event

    c)    Further medical leave certificate pertaining to the same claim event

    d)    Doctor’s Memo justifying further medical expenses and medical leave

    e)    3rd party payment letter if part of the bills has already been paid

    9. Proof of entitlement of the claimant (i.e. Person whom AIA Singapore will pay claim to)

    Claimant’s relationship to Life Assured Requirement to be submitted to AIA Singapore Claims Department
    • A copy of the document requested is to be submitted.  Not the original.
    • If the original document is issued outside of Singapore, certified true copy of that document is required.
    • All foreign language documents must be translated to English by licensed translator
    Policyowner No requirement needed. AIA Singapore will verify based on policy record
    Assignee
    • Identification document of Assignee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Trustee
    • Identification document of Trustee
      • Copy of NRIC (Singapore Citizen and Singapore PR)
      • Copy of Passport ( Foreigner who is not a Singapore PR)

    C Submit claim application requirement to AIA Singapore

    If you are a Singapore Citizen or Singapore Permanent Resident and have received medical treatment at a MediShield Life approved hospital/surgery centre/ specialist clinic, your HealthShield claim will be electronically submitted by these medical centres on your behalf if you have authorized them to do so.  You need not file a claim separately on your own. 

    If your medical claim is not electronically filed by your treating medical centre, you may submit the claim application together with all of the requirement to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Log on to AIA eCare, a service portal which operates 24/7 everyday
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you. We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

     

    If your HealthShield claim is electronically submitted by your treating medical centre to us, we will pay the medical centre directly on your behalf.  We will inform you when we do so.

    You may log on to AIA eCare to enquire payment status.

    F Accident & Hospitalisation Claim Q&A

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    What document do I need to submit for my Accident/Hospitalisation claim?

    You have to submit the following document

    1. Duly completed Accident and Hospitalisation Claim Form
    2. Original final hospital/medical bills and receipts.
    3. Inpatient Discharge Summary/medical report/diagnostic & laboratory test result
    4. If you have submitted a claim to other policies/insurers/your employers/any other third parties who have reimbursed your bills, please submit a copy of the settlement letter

    How do I know if the hospital/medical bills are original and final?

    Original final hospital bills are

    1. The bill is a final bill, not an estimated or interim bill
    2. The bill is an original copy, not a duplicate or a photocopy/scanned copy.
    3. There is no outstanding amount due to the medical institution.
    4. The amount covered by Medisave is approved and reflected in the bill, if applicable.
    5. The amount covered by MediShield / your Private Shield plan is reflected on the bill, if applicable.

    Do I have to settle for my hospitalisation bills before submitting the claim?

    Yes, you have to settle you hospitalisation bills and submit the original final bill for reimbursement. You can settle your bills with any of the following methods:

    • Medisave account
    • Cash or credit card
    • Combination of the above: If the hospital bill exceeds the allowed Medisave deduction limit, you will need to pay the excess amount with cash or credit card.

    Do I have to submit the original hospital bills if I am only claiming for the Income Benefits?

    For claim under Income Benefit, you only need to provide copies of the final hospital bills   OR copies of the medical leave certificates.


    Does the Policy covers all charges for medications prescribed by my doctors?

    All medically necessary medications prescribed by the attending physician related to the hospitalisation is claimable, subject to the terms and conditions of the Policy. This does not include supplement, experimental drugs etc.


    G HealthShield Claim Q&A

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    How do I file my claim?

    Claims are to be submitted to us by the Medical Institutions through the system set up by the Ministry of Health of Singapore in accordance with the terms and conditions under the CPF Act and the MediShield Life Scheme Act 2015 (where applicable), as amended from time to time.  . Once you have given the medical institution the authorisation to submit your claim for you, the medical institution will submit a claim to the insurer on your behalf.

    This will not be applicable to claims under Pre- Hospitalisation Benefit, Post-Hospitalisation Benefits, Congenital Abnormalities of Insured’s Biological Child from Birth (for female Insured), Non-insured Donating an Organ to Insured, Emergency Overseas (outside Singapore) Medical Treatment Benefit and Post-Hositalisation Psychiatric Treatment under the Benefits Provisions of this Policy. Claims must be notified through the submission of a completed Accident & Hospitalisation with other proof of loss documents as may be determined by us to our satisfaction.


    How do the deductible and co-insurance work?

    The deductible is the portion of costs the policyholder is liable for before any benefits are payable and is applied to the claimable amount, not the total bill amount. The claimable amount is calculated based on the schedule of benefit limits.

    The deductible is applied on a policy year basis. Once the total claimable amount for claims arising within the same policy year exceed the deductible, the deductible will not apply to further claims arising within the same policy year. No deductible is applied for out-patient claim.

    Co-insurance is the fixed percentage the policyholder is liable for in excess of the deductible and is applied to both in-patient and out-patient claims.


    What is the definition of “pre-existing illnesses” in AIA HealthShield Gold Max Policy?

    It is defined as “any pre-existing illnesses, disease or impairment from which the insured is suffering prior to the Policy Date, other than those defined in Serious Illness, unless declared in the Application form and specifically accepted by the Company”.


    The policyholder will be posted overseas for a few years. Does his HealthShield Gold Max policy cover him whilst he is overseas?

    Except in the case of an “Emergency”, overseas medical treatments are not covered. “Emergency” means a serious illness or injury or the onset of a serious condition, which in our opinion requires urgent remedial treatment to avoid death or serious impairment to the Insured’s immediate or long-term health.


    AIA only reimbursed part of the policyholder’s hospital expenses. He wants to claim the balance from his company insurer. How should he proceed?

    He needs to submit the original final hospital bill to his company insurer and a copy of our settlement letter to claim the balance of the hospital bill not covered under the integrated plan.


    Does the Policy covers all charges for medications prescribed by my doctors?

    All medically necessary medications prescribed by the attending physician related to the hospitalisation is claimable, subject to the terms and conditions of the Policy.  This does not include supplement, experimental drugs etc.


    A Appeal for a previously Declined claim

    If your claim was declined, you may appeal for a review of your claim by following the simple steps below:

    • 1. Complete Claims Appeal Application Form

    1. Ensure reason for the appeal is duly provided on the appeal application form.
    2. Attach NEW supporting documentary proof / medical report for review.

     

    You may submit the claim application together with all of the requirement to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at
        AIA Singapore Claims Department
        3 Tampines Grande #09-01
        Singapore 528799
        Attention: Claims Department (Individual Life & Health)
    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your appeal by any of the following ways:

    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    B Where to get help

    • Log on to AIA eCare to check claim status and outstanding requirement 24/7 everyday 
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline at 1800-248-8000 or 65-6248-8000 (from overseas), Mondays to Fridays between 8:45 am and 5:30 excluding Public Holidays
    • Visit AIA Singapore Customer Service Centre at
      • Finlyson Green at 1 Finlayson Green, Singapore 049246
        Operating Hours:  Mondays to Fridays 9am to 5.30pm excluding Public Holidays
      • AIA Tampines at 3 Tampines Grande, Singapore 528799
        Operating Hours:  Mondays to Fridays 9am to 5.30pm excluding Public Holidays

    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Log on to AIA eCare. AIA eCare service portal, a 24/7 service portal by which you can check information about your AIA Singapore policies including status of your claim application.
    2. Contact your AIA Servicing Agent
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    Now that you have confirmed your policy coverage, complete the forms listed here and obtain the rest of the requirement. If the document is issued outside of Singapore, only certified true copy of the document can be accepted by AIA Singapore. All foreign language documents must be translated to English by licensed translator.

    • 1. Critical Illness / Terminal Illness Claim Form / Female Condition Claim Form

    1. Medical Report completed by the attending specialist doctor and objective test evidence supporting the diagnosis.
    2. Any other evidence required by AIA Singapore Claims Department.
    3. Proof of entitlement of the claimant (i.e. Person whom AIA Singapore will pay claim to)
    Claimant’s relationship to Life Assured

    Requirement to be submitted to AIA Singapore Claims Department

    • A copy of the document requested is to be submitted. Not the original.
    • If the original document is issued outside of Singapore, certified true copy of that document is required.
    • All foreign language documents must be translated to English by licensed translator
    Policyowner No requirement needed. AIA Singapore will verify based on policy record
    Assignee
    • Identification document of Assignee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Trustee
    • Identification document of Trustee
      • Copy of NRIC (Singapore Citizen and Singapore PR)
      • Copy of Passport ( Foreigner who is not a Singapore PR)

    C Submit claim application requirement to AIA Singapore

    After you have gotten all the requirement ready for submission, you may submit them to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Log on to AIA eCare, a service portal which operates 24/7 everyday
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you. We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment:  5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

     

    You may log on to AIA eCare to enquire payment status.

    F Critical Illness Claim / Terminal Illness Q&A

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    How long will it take to reply to the insured on the status of a Critical Illness claim

    Once the documents submitted are adequate for assessment, it will generally take 14 working days (longer if the case is complex) for a claims officer to reply to the insured on the status of the assessment. The claims officer will review the case again once further required documents and/or information are provided. 


    Does the policyholder need to continue paying premiums after submission of a claim?

    The policyholder should continue to pay the premiums for that policy until the critical illness claim decision is finalised. 


    Is there a limited time period for submission of the Critical Illness claim?

    Claims should be submitted within 60 days after the diagnosis of Critical Illness or performance of a covered surgery under the Critical Illness benefit. 


    What if the policyholder does not have the original policy contract at the time of the claim?

    Original policy contract is not required as part of the basic requirement for claim submission. 


    Is there a waiting period for claims?

    Generally, there is a 90 days waiting period for the following major illnesses (i.e. the illness will be covered only 90 days after the date of issue of the policy/rider or reinstatement of the policy/rider):

    • Cancer / Major Cancers
    • Heart Attack
    • Angioplasty & Other Invasive Treatments for Coronary Artery
    • Coronary Artery By-pass surgery 

    All other types of Critical Illness have a 30 days waiting period. For certain plans, there may be a longer waiting period. Please check your policy contract for the applicable period. 


    What should the policyholder do if he is unsure whether his condition is covered by the plan?

    If the policyholder does not know which Critical Illness it falls under, the policyholder may show the policy contract with the Critical Illnesses’ definitions to the attending physician and seek the doctor’s opinion whether his condition fulfils any of the Critical Illness definitions.


    Will the policy terminate after the claim?

    The policy will terminate upon the settlement of the Critical Illness claim if:

    (i) the Critical Illness is an accelerated benefit; and

    (ii) the insured amount for the basic policy is the same as the insured amount for the Critical Illness benefit.


    What happens to the claim proceed if the policyholder is a bankrupt?

    Claim proceeds will be made payable to the official assignee according to the Bankruptcy Act.  Payment of the claim will discharge AIA Singapore from any liability with respect to the policy.


    Female Benefit Claim Q&A

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    How long will it take to reply to the insured on the status of the claim?

    Once the documents submitted are adequate for assessment, it will generally take 14 working days (longer if the case is complex) for a claims officer to reply to the insured on the status of the assessment. The claims officer will review the case again once further required documents and/or information are provided. 


    Does the policyholder need to continue paying premiums after submission of a claim?

    The policyholder should continue to pay the premiums for that policy until the critical illness claim decision is finalised. 


    Is there a limited time period for submission of claim?

    Claims should be submitted within 60 days after the diagnosis of Female Condition or performance of a covered surgery relating to covered Female Condition. 


    Is there a waiting period before a claim can be filed?

    Different insurance plans may have different waiting period. Please check your policy contract for the applicable period.


    How to find out if your medical condition meets the medical condition definition covered by the policy?

    You may show your policy contract with the medical condition definitions to your attending specialist doctor to seek your doctor’s opinion whether your condition meets definition stated in the contract.


    Will the policy terminate after the claim?

    Please check your policy contract for the terms and provisions of the coverage. Below are some of the Female Condition Benefit coverage terms.

    Plan Female Condition Benefit Will the policy terminate after the claim?
    Glow of Life / Woman of Wisdom

    Female Health Benefit

    • Osteoporosis

    The benefit on Diagnosis of Osteoporosis is payable only once.

    The plan on the rest of the benefits will remain in-force as long as the premium is received and the policy will terminate once 100% of the Principal Sum has been paid.

    Female Health Benefit

    • Urinary Incontinence Requiring Surgical Repair

    This benefit on Urinary Incontinence is payable once only.

    The plan on the rest of the benefits will remain in-force as long as the premium is received and the policy will terminate once 100% of the Principal Sum has been paid.


    What happens to the claim proceed if the policyholder is a bankrupt?

    Claim proceeds will be made payable to the official assignee according to the Bankruptcy Act. Payment of the claim will discharge AIA Singapore from any liability with respect to the policy.


    List of Medical Condition – Form and Requirement

    Medical Condition

    Duly completed Medical report by your treating specialist doctor, and supporting test report required for claim application.

    Medical Report

    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Log on to AIA eCare. AIA eCare service portal, a 24/7 service portal by which you can check information about your AIA Singapore policies including status of your claim application.
    2. Contact your AIA Servicing Agent
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    Now that you have confirmed your policy coverage, complete the forms listed here and obtain the rest of the requirement. If the document is issued outside of Singapore, only certified true copy of the document can be accepted by AIA Singapore. All foreign language documents must be translated to English by licensed translator.

    • 1. Death Claim Form

    1. Copy of Death Certificate
    2. Medical report / Doctor Memo
    3. Copy of Police Report / Autopsy Report / Coroner’s Report (Mandatory for claim against Accidental Death Benefit)
    4. Any other evidence required by AIA Singapore Claims Department
    5. Proof of entitlement of the claimant (i.e. Person whom AIA Singapore will pay claim to)
    Claimant’s relationship to Deceased Life Assured

    Requirement to be submitted to AIA Singapore Claims Department

    • A copy of the document requested is to be submitted. Not the original.
    • If the original document is issued outside of Singapore, certified true copy of that document is required.
    • All foreign language documents must be translated to English by licensed translator
    Policyowner No requirement needed. AIA Singapore will verify based on policy record
    Spouse
    • Marriage Certificate
    • Identification document
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Child
    • Birth Certificate / Legal Adoption Document
    • Identification document
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)

     

    Parent
    • Birth Certificate / Legal Adoption Document
    • Identification document
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Siblings / Niece / Nephew
    • Relevant birth certificates to prove relationship
    • Identification document
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Assignee
    • Deed of Assignment / Assignment Form
    • Identification document of Assignee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Trustee
    • Trust Deed / Trust Form
    • Identification document of Trustee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)

    Executor of Will

    (Deceased died with a valid will)

    • Grant of Probate issued by the Singapore Court
    • Identification document of the Executor of Will
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)

    Administrator of Estate

    (Deceased died without making a nomination or a will)

    • Grant of Letters of Administration issued by the Singapore Court
    • Identification document of the Administrator of Estate
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)

    C Submit claim application requirement to AIA Singapore

    After you have gotten all the requirement ready for submission, you may submit them to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Log on to AIA eCare, a service portal which operates 24/7 everyday
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you.  We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

    You may log on to AIA eCare to enquire payment status.

    F Q&A for Death Claim

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    How long will it take to reply to the claimant on the status of a death claim?

    Once the documents submitted are adequate for assessment, it will generally take 14 days (longer if the case is complex) for a claims office to reply to the claimant on the status of the assessment. For straight-forward case where all the relevant documents are submitted at the same time, you may expect a fast settlement within 5 working days.

    The claims office will review the case once further required documents and/or information are provided.


    Who can certify the doc required for filing of Death Claim?

    For document which are not issued by the relevant Authority of Singapore, and required to be certified true copies, our Officers at AIA Customer Service Centre or a Singapore lawyer can certify the document required for filing the Death Claim. The original documents have to be produced for certification. 


    What if the claimant does not have the death certificate but the insured has been missing for some time?

    The claimant will have to get legal advice to apply for a court order that presumes the insured’s death. The court order is to be submitted as part of the claim document. 


    Where can the claimant extract a copy of death certificate/birth certificate?

    Applications for a certified extract from the Registry of Births & Deaths may be made in person or online. 


    What if the claimant does not have the original policy contract at the time of claim?

    Original policy contract is not required as part of the basic requirement for claim submission. 


    When is a Coroner’s Inquest Report required?

    A coroner’s Inquest Report is required for cases:

    • Insured died of unnatural causes, or
    • An accidental death benefit is payable in addition to the death claim under the policy, or
    • Any other cases where we consider further documentary evidence of the circumstances leading to death is essential. 

    What is Estate Duty and are the death proceeds subjected to tax?

    Estate duty of a deceased person’s estate is payable on the aggregate market value of all Singapore property (immovable and moveable property) and movable property outside Singapore as at the date of death.

    The Estate Duty has been removed for deaths on and after Feb 15, 2008. Hence, this is only applicable for policies where death occurred before Feb 15, 2008. 


    Who are the personal representatives of the deceased?

    A person who takes care of the deceased’s estate following his death is a personal representative.

    A personal representative appointed by the insured via a Will before his death is an executor. The executor will have to apply for the Grant of Probate via the courts in order to administer the distribution of the deceased’s estate according to the deceased’s directions in the Will.

    An administrator is the personal representative if an insured died without a Will. The administrator will have to apply for the Grant of Letters of Administration via the courts in order to administer the deceased’s estate. 


    What is Grant of Probate or Grant of Letters of Administration?

    A Grant of Probate is a court order issued by the Court of Singapore given to the executor appointed by the deceased in his Will.  You need to apply for the Grant of Probate with the help of a lawyer licenced to practice in Singapore.  We can only accept a copy of the Grant of Probate issued by the Court of Singapore for the release of claim payment.

    Where the insured died without a Will, the court of Singapore will issue the Grant of Letters of Administration to the administrator(s).  You need to apply for the Grant of Letters of Administration with the help of a lawyer licensed to practice in Singapore, or at the Subordinate Court of Singapore personally.  We can only accept a copy of the Grant of Letters of Administration issued by the Court of Singapore for the release of claim payment.


    How does the estate apply for the Grant of Probate or Grant of Letters of Administration?

    The Grant of Probate or Grant of Letters of Administration can be applied through a lawyer. The approval from the court may take any time from 1 to 6 months (longer if more complex). 


    Can claimant get full or advance payment after making claim?

    Section 61 of the Insurance Act provides that the insurer may (i.e. at its sole discretion) to pay up to S$150,000.00 to a ‘proper claimant’ without the production of the Grant of Probate or Grant of Letters of Administration any person falls within the ‘proper claimant’ class (i.e. spouse, parent , child, sibling, nephew or niece).

    The remaining amount is payable only on production of the Grant of Probate or Grant of Letters of Administration issued by the Court of Singapore. 


    What is beneficiary nomination under Section 73 Conveyancing and Law of Property Act (‘CLPA’) (CAP.61)

    LIA has issued the industry’s approach to Beneficiary Nominations – a copy of the FAQ can be obtained from www.lia.org.sg website. 


    How will the payout be made if the insured had make nomination of beneficiaries (NOB) under Insurance Act?

    Payout of the claim proceeds will be made in accordance with the NOB framework if the Deceased Insured make a nomination under the NOB framework from Sep 1, 2009.

    More information on nomination of beneficiaries (NOB) can be obtained from www.lia.org.sg website.


    A Employee Benefit Insurance Claim (Corporate Solution)

    Please click on eBenefit for information on Employee Benefit claim application process.

    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Log on to AIA eCare. AIA eCare service portal, a 24/7 service portal by which you can check information about your AIA Singapore policies including status of your claim application.
    2. Contact your AIA Servicing Agent
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    • a. Involuntary Loss of Employment Claim Form

    1. Copy of employment termination letter starting last day of work from your employer
    2. Copy of latest CPF Contribution Statement
    3. Any other evidence required by AIA Singapore Claims Department
    4. Proof of entitlement of the claimant (i.e. Person whom AIA Singapore will pay claim to)
    Claimant’s relationship to Life Assured Requirement to be submitted to AIA Singapore Claims Department
    • A copy of the document requested is to be submitted.  Not the original.
    • If the original document is issued outside of Singapore, certified true copy of that document is required.
    • All foreign language documents must be translated to English by licensed translator
    Policyowner No requirement needed. AIA Singapore will verify based on policy record
    Assignee
    • Identification document of Assignee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Trustee
    • Identification document of Trustee
      • Copy of NRIC (Singapore Citizen and Singapore PR)
      • Copy of Passport ( Foreigner who is not a Singapore PR)

    C Submit claim application requirement to AIA Singapore

    You may submit the claim application together with all of the requirement to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Log on to AIA eCare, a service portal which operates 24/7 everyday
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you.  We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

    You may log on to AIA eCare to enquire payment status.

    F Involuntary Loss of Employment (ILOE) Claim Q&A

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    If I am medically boarded out by my employer, can I file a claim?

    ILOE benefit provides coverage for loss of Full-time Employment due to Redundancy or Retrenchment and ceased to make regular contribution to the benefit of the covered owner/insured.  The covered owner/insured at the same time is not receiving any income from other sources.

    ILOE arising out of disability or injury due to any Accident or sickness has been specifically excluded from the coverage.  Please refer to the contract Exclusion Clauses for complete terms of the coverage.


    If I refused the placement opportunity and got retrenched, can I file a claim?

    As long as the covered owner/insured is able to produce a documented proof of loss of Full-time Employment due to Redundancy or Retrenchment and covered owner/insured ceased to receive any income, the covered owner/insured may file in the claim after the stipulated Waiting Period.

    “Redundancy” shall mean the termination of the Full-time Employment caused by any one of the following occurrences:

    a. The employer re-structures, re-organises, or closes the business in which the covered owner/insured is under Full-time Employment; or

    b. The employer relocates the business in which the covered owner/insured is under Full-time Employment to another country.

    “Retrenchment” shall mean the employment of employee is terminated on the grounds of redundancy.


    Is there a waiting period before I can file a claim?

    The covered owner/insured has to remain continuously unemployed for three (3) months before claim can be submitted for review.


    When will the claim be paid to me?

    The Company shall only waive and refund the monthly premium received on the basis of a full month.  If the period in which the Insured is eligible for payment of the ILOE benefit is less than a full month, then the received premium will not be refunded for that period.

    The waiver of premium due to ILOE shall cease when an aggregate of twelve (12) monthly premiums has been waived in total under Waiver of Premium due to ILOE.

    Please refer to the respective policy contract for the complete terms and provisions of the coverage.


    When will the claim stop paying if I found a new job in the midst of the claim instalment?

    ILOE benefit provides coverage for loss of Full-time Employment due to Redundancy or Retrenchment and ceased to make regular contribution to the benefit of the covered owner/insured.  The covered owner/insured at the same time is not receiving any income from other sources.

    Premium received during the ILOE period will be refunded upon proof of ILOE and loss of any forms of income.

    The Company shall only waive and refund the received monthly premium on the basis of a full month.  If the period in which the covered owner/insured is eligible for payment of the ILOE benefit is less than a full month, then no premium will be refunded for that period.

    The waiver of premium due to ILOE shall cease when the covered owner/insured is under any kind of employment again and receiving income.


    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event.

    • Check your policy document for the cover period
    • Contact your servicing agent for help
    • Call Customer Service Hotline

    B Complete what is required for claim application

    • 1. Personal Line Claim Form

    1. Home Insurance
      1. Proof of ownership of home
      2. Proof of damage
    2. Maid Insurance
      1. Proof of accident / illness
      2. Medical expense bills and receipts
      3. Medical report
    3. Pet Insurance
      1. Proof of ownership of pet
      2. Proof of Loss of pet
    4. Golf Insurance
      1. Proof of a Hole-In-One
      2. Proof of actual payment to winner of Hole-In-One

     

    C Submit claim application requirement to AIA Singapore

    You may submit the claim application together with all of the requirement to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you. We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

    F Personal Line Claim Q&A

    AIA Elite Home Care Q&A

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    What types of property are covered by AIA Elite Home Care?

    It covers residential properties such as HDB, condominium and landed houses with Singapore address.


    I am a tenant staying in a rented property. Can I buy AIA Elite Home Care?

    Yes, you can buy home insurance to insure the Contents and Personal Valuables in the rented property which you own.


    Will I receive hardcopy policy documents?

    No, upon successful payment you will receive an encrypted set of policy documents via email.


    Is there a free look period for this policy?

    Yes, the free look period is 14 days from when policy is issued.


    How do I make payment?

    You can pay using your credit card (VISA or MasterCard).

    However do note for subsequent annual plan renewal payments, only cash/cheque or Giro payments are accepted.


    My HDB flat is covered under the compulsory HDB Fire Insurance Scheme, do I need additional coverage?

    The compulsory HDB fire insurance covers only the building structure, fixtures and fittings based on current standards of HDB flats. You can take up AIA Elite Home Care to cover any additional fixtures, fittings and/or interior decorations. Your household contents and personal valuables can also be covered by AIA Elite Home Care.


    I am renting out my home, does the coverage extend to my tenants’ personal belongings?

    The landlord is allowed to purchase AIA Elite Home Care but we will only provide cover for his/her belongings in the house. The tenant will have to purchase his/her own policy to cover his/her contents only.


    What does Building mean?

    Building refers to the physical structure of the property insured, including fixtures and fittings and interior decorations within the property insured and/or ceiling, cornices, wiring, lighting, flooring, walls, doors, windows, built-in wardrobes and kitchen cabinets, gates, fences around and pertaining to the property insured.


    What does Content mean?

    Contents refer to household contents and personal property owned, used or worn by you, your family members or domestic assistant But does not include bonds, bills of exchange currency notes, cheques, credit cards, deeds, document of title, manuscripts, passports, stamps, share certificates and travel tickets and Personal Valuables.


    What does Unscheduled/Scheduled Personal Valuables mean?

    Personal Valuables refer to articles of jewellery, gold, silver or other precious metal, cash, cashcards, furs, stamps, coins, medal collection, wallets, watches, works of art, antiques, photographic and video cameras and their standard package of related accessories.

    Unscheduled Personal Valuables are Personal Valuables that are not stated in the Policy Schedule. Scheduled Personal Valuables are Personal Valuables that are stated in the Policy Schedule.


    What does Principal Perils mean?

    Principal Perils refer to:

    • Fire and subterranean fire, lightning and thunderbolt, explosion, aircraft or other aerial devices or articles dropped from such aerial devices.
    • Impact with the Buildings and/or Contents by any road vehicle, not belonging to or not under the insured or any of the insured’s family members’ control.
    • Bursting or overflowing of water tanks, apparatus or pipes but excluding:
      • loss or damage to water tanks, apparatus or pipes,
      • loss or damage by water discharged or leaking from any installation of automatic sprinklers,
      • loss or damage occurring while the property insured is left unoccupied for more than 60 consecutive days.
        • Burglary, robbery, theft or attempted burglary, robbery or theft provided that the loss or damage did not occur while the property insured is left unoccupied for more than 60 consecutive days. For such purposes of determining burglary, robbery, or theft, we do not require evidence of violent or forcible entry.
        • Hurricane, cyclone, typhoon or windstorm including flood or overflow of the sea caused by such hurricane, cyclone, typhoon or windstorm but excluding subsidence or landslip.
        • Riots, civil commotion or acts of strikes or locked-out workers or persons taking part in labour disturbance.
        • Malicious damage or vandalism, whether or not such act is committed in the course of disturbance of the public peace.
        • Earthquake or volcanic eruption.
        • Flood including overflow of the sea caused by earthquake or volcanic eruption, hurricane, cyclone, typhoon, windstorm and/or force majeure.

    AIA Paw Safe Q&A

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    What type of pets can be covered under AIA Paw Safe?

    AIA Paw Safe is an insurance plan that cover your dog so that you and your dog can be protected against life’s unexpected and unfortunate turns.


    Does AIA Paw Safe only covers pedigree dogs?

    AIA Paw Safe covers all type of dogs, it need not be a pedigree. However, the following breeds are not covered: Mastiffs, Bull Terrier, Staffordshire bull terrier, Pit Bull Terrier, American Pit Bull Terrier, Argentina Dog, Canary Dog, American Bulldog, or a dog crossed with any of these breeds and/or wolves.


    Is there an age limit?

    You can buy AIA Paw Safe if your dog’s age is between 3 months and 7 years old.


    For enhanced coverage, can I buy 2 policies for my dog?

    We allow a maximum of 1 policy for each dog.


    I have 5 dogs in my house. Am I able to get coverage for all of them?

    We can only insure a maximum of 2 dogs per household.


    My dog is not microchipped. Can I buy the policy?

    Yes. Please select our Without Microchip plan.


    Will I receive hardcopy policy documents?

    No, upon successful payment you will receive an encrypted set of policy documents via email.


    Is there a free look period for this policy?

    Yes, the free look period is 14 days from when policy is issued.


    How do I make payment?

    You can pay using your credit card (VISA or MasterCard).

    However do note for subsequent annual plan renewal payments, only cash/cheque or Giro payments are accepted.

     


    What does AIA Paw Safe cover?

    AIA Paw Safe covers the following benefits:

    Benefit Insured Amount per Period of Insurance(S$)
    Accidental Death 1,000 or purchase price, whichever is lower
    Veterinary Fees due to Accident (^) up to 1,000
    Cremation or Burial Expenses due to Death by Accident (^) up to 250
    Loss of Dog due to Theft (^) 1,000 or purchase price, whichever is lower
    Third Party Liability (^) up to 1,000,000

    (^) a deductible per claim applies.


    What conditions are not covered by AIA Paw Safe?

    Some exclusions apply to AIA Paw Safe, including:

    • any pre-existing conditions
    • breeding or conditions related to breeding
    • putting your dog to sleep

    Treatment not directly related to an injury, including cosmetic or preventive treatment, cosmetic dentistry, scaling or polishing teeth, grooming or nail clipping

    For the full list of exclusions, please refer to the Policy Document.


    If I bring my pet along for travel, is my pet covered?

    No, we only cover loss, damages or injuries that occurred in Singapore.


    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Log on to AIA eCare. AIA eCare service portal, a 24/7 service portal by which you can check information about your AIA Singapore policies including status of your claim application.
    2. Contact your AIA Servicing Agent
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    Now that you have confirmed your policy coverage, complete the forms listed here and obtain the rest of the requirement.  If the document is issued outside of Singapore, only certified true copy of the document can be accepted by AIA Singapore.  All foreign language documents must be translated to English by licensed translator.

    • 1. Total & Permanent Disability Claim Form / Long Term Care Claim Form / Premier Disability Claim Form

    1. Medical report and objective test evidence confirming Total & Permanent Disability
    2. Proof of loss in income for Premier Disability Claim (e.g. Salary payslip, CPF contribution statement, bank statement, etc.)
    3. Any other evidence required by AIA Singapore Claims Department
    4. Proof of entitlement of the claimant (i.e. Person whom AIA Singapore will pay claim to)
    Claimant’s relationship to Deceased Life Assured Requirement to be submitted to AIA Singapore Claims Department
    • A copy of the document requested is to be submitted.  Not the original.
    • If the original document is issued outside of Singapore, certified true copy of that document is required.
    • All foreign language documents must be translated to English by licensed translator
    Policyowner No requirement needed.  AIA Singapore will verify based on policy record
    Assignee
    • Deed of Assignment / Assignment Form
    • Identification document of Assignee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Trustee
    • Trust Deed / Trust Form
    • Identification document of Trustee
      • NRIC (Singapore Citizen and Singapore PR)
      • Passport ( Foreigner who is not a Singapore PR)
    Donee
    • Copy of Last Power of Attorney
      • Copy of NRIC (Singapore Citizen and Singapore PR)
      • Copy of Passport ( Foreigner who is not a Singapore PR)
    Deputy
    • Copy of Court Order issued by Singapore Court under the Mental Capacity Act, Singapore
      • Copy of NRIC (Singapore Citizen and Singapore PR)
      • Copy of Passport ( Foreigner who is not a Singapore PR)

    C Submit claim application requirement to AIA Singapore

    After you have gotten all the requirement ready for submission, you may submit them to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Log on to AIA eCare, a service portal which operates 24/7 everyday
    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you. We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

    You may log on to AIA eCare to enquire payment status.

    F Disability claim Q&A

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    How long will it take to reply to the insured on the status of a total & permanent disability / long term care claim?

    Once the documents submitted are adequate for assessment, it will generally take 14 working days (longer if the case is complex) for a claims officer to reply to the insured on the status of the assessment. The claims officer will review the case again once further required documents and/or information are provided. 


    Does the policyholder need to continue paying premiums after submission of a total & permanent disability / long term care claim?

    The policyholder should continue to pay the premiums for that policy until the disability claim is admitted. 


    What if the policyholder does not have the original policy contract at the relevant time?

    Original policy contract is not required as part of the basic requirement for claim submission.


    What constitutes total & permanent disability?

    The disability must be total and permanent and such that there is neither then nor at any time thereafter, any work, occupation, or profession that the Insured can ever be capable of doing or following to earn or obtain any wages, compensation or profit.

    The occurrence of any of the following shall also be considered as total & permanent disability:

    • total and irrecoverable loss of the sight of both eyes; or
    • loss by severance of two limbs at or above wrist or ankle; or
    • total and irrecoverable loss of the sight of one eye and loss by severance of one limb at or above wrist or ankle.

    Please refer to the policy contract for the definition of total & permanent disability as different contracts may have different definition.


    Is there a limited time period from the disability date to file notification of claims?

    Written notification of claims should be submitted within 6 months from the date of the commencement of such disability, unless it can be shown not to have been reasonable possible to give such notice and that notice was given as soon as reasonably possible.


    Is there a disability period that the disability has to occur for the consideration of a total & permanent disability claim?

    An Insured will have to be totally and permanently disabled for a specific period. This period can range from 6 to 12 months (depending on the contract wordings). It is advisable that the disability claim is submitted after expiry of the applicable disability period. 


    How will the total & permanent disability benefits be paid?

    Once the Insured is determined to be totally and permanently disabled, we will pay the TPD Benefit in 10, 5 or 2 annual installments or 1 lump sum after deducting all outstanding loans or indebtedness on the policy.

    If the policy terms and conditions state that the admitted TPD claim will be paid on installment basis, the first annual payment will be made on the policy anniversary subsequent to the date of commencement of the disability and subsequent payments will be made annually from the policy anniversary if the Insured remains totally disabled after the stipulated disability period in the policy contract.

    Please refer to the policy contract for the number of instalment payments as different contracts have different terms and conditions.


    Must the physician who assesses the disability be a panel doctor by AIA?

    No, it can be by any physician (qualified in western medicine) but AIA reserves the right for examination by an independent examiner, if required. 


    Who pays for the examination costs of the Insured’s disability assessment?

    The Insured is responsible for the cost of examination and provision of evidence as proof of his disability leading to his inability to work.


    Why is a medical report required before payment of every total & permanent disability instalment?

    Before every total & permanent disability instalment is paid, medical evidence is required to prove that the Insured continues to be totally and permanently disabled during the TPD benefit period.

    Under the contract for TPD benefit, if the Insured is no longer suffering from the disability, we will discontinue future TPD benefits payments and the policy shall continue under such terms and conditions in accordance with the contract provisions.

    If there is any remaining insured amount, we will advise the Insured of the amount of premiums payable. 


    What happens if the Insured recovers from his disability before he has received the full total & permanent disability benefits?

    Under the contract for total & permanent disability benefit, if the Insured is no longer suffering from the disability, we will discontinue future total & permanent disability benefits payments and the policy shall continue under such terms and conditions in accordance with the contract provisions.

    If there is any remaining insured amount, we will advise the Insured of the amount of premiums payable.


    What will happen to the rest of the unpaid total & permanent disability instalments if the Insured passes away in the midst of his total & permanent disability instalments?

    The unpaid total & permanent disability instalments will be paid in one lump sum to a person who can give us proper discharge for the moneys.


    What will happen if total & permanent disability instalments are due after maturity date for endowment policies?

    We will pay to the policyholder the balance of the total & permanent disability instalments in one lump sum on the maturity due date.


    G Premier Disability Claim Q&A

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    How would the claim be assessed if the Insured is disabled during the period when he was not working?

    If the Insured is disabled while he was not working, this plan will pay out the monthly benefit after the deferment period, for up to 24 months if he is unable to perform* 1 out of 5 ADLs (transferring, mobility, dressing, washing and feeding). Thereafter, he is still eligible to receive the monthly benefit up to age 65 or until he recovers from his disability, whichever is earlier if he is unable to perform* 2 out of 6 ADLs (as listed above and includes toileting).

    *even with the aid of special equipment and always requiring the physical assistance of another person throughout the entire activity. 


    For Rehabilitation Benefit, if the Insured signs a speech therapy package, how do we determine the amount of benefit to pay?

    We have to approve the rehabilitation programme and expenses before the Insured undertakes the programme. The Insured is required to submit the bills in respect of the expenses incurred for speech therapy treatment. These expenses incurred would be reimbursed back to the policyholder accordingly up to the benefit limit. 


    Under the Rehabilitation Benefit, does the rehabilitation program or treatment need to be certified by a physician who is qualified in western medicine?

    The intention of the rehabilitation benefit is to help the Insured recover from his disability and return to work. As such, there is no restriction to the scope of the treatment (ie can be alternative programs or treatments such as those provided by legally registered Traditional Chinese Medicine* and chiropractors) as long as it is justifiable that such programs help the Insured recover from his disability and return to work; and the program and cost are approved by us before they are incurred. However, medications related to cancer treatment, renal failure or any other conditions are not covered. *currently available on the MOH website


    How would AIA know if the Insured has recovered from his disability?

    The Insured is required to notify us in writing within 30 days from the date he recovers from his disability.

    We will also assess the Insured’s disability from time to time to determine any payment or continued payment of the disability benefit.


    Who is to determine that the Insured can work again?

    Based on the necessary information gathered, eg. the medical information furnished by Insured’s attending Physician’s for the assessment of the claim, AIA will assess the Insured’s ability to return to work. In the event of a dispute, we can require the examination or re-examination of the Insured by an independent expert as selected by us should we deem that such examination or re-examination is required. The opinion of such expert shall be binding on the Insured and AIA, and the cost and fees of such independent expert shall be borne by the Insured. 


    Must the physician who assesses the disability be a panel doctor by AIA?

    No, it can be by any physician (qualified in western medicine) but AIA reserves the right for examination by an independent examiner, if required. 


    Who pays for the examination costs of the Insured’s disability leading to his inability to work?

    The Insured is responsible for the cost of examination and provision of evidence as proof of his disability leading to his inability to work. 


    How does AIA determine the amount of benefit to pay at the point of claim?

    The amount of benefit payable is based on the amount purchased at the point of application, and should there be any present earnings, it will be deducted off from the monthly benefit payout. Any non-disclosure of existing disability income covers leading to over-insurance will be considered and will affect the benefit payout. 


    If the Insured buys a DI plan from another company after purchasing our plan, would we deduct the benefits payable by the other company from our disability benefit payout?

    No, we would not. 


    What happens when the Insured changes his country of residence to one that is uninsurable, while claims are being paid?

    We reserve the right to cease the benefit payment and terminate the policy. 


    Is workfare income supplement considered remuneration?

    No, this is not considered as earned income or income from his active employment.


    If the Insured was involved in an accident and became handicapped, and has to sit in a wheelchair but is able to drive himself to work with the aid of a car that is automated without the use of his legs, can he claim under the Disability Benefit? Can he claim under the Catastrophic Disability Benefit?

    If he is able to work in his own occupation in the first 24 months after a deferment period of 60 days, a claim under the Disability Benefit will not be payable. However, he is able to claim the lump sum Catastrophic Disability Benefit if fulfills the Catastrophic Disability definition. 


    What is the assessment for recurrent disability that occurs within the first 12 months?

    It will be treated as a continuation of the disability and the definition for the first claim trigger applies.

    Two examples:

    (a) An Insured with stroke, meets working disability definition and gets the benefit payout. He then recovers, but remains unemployed and the monthly benefit ceases. Subsequently, there is a relapse; we use working disability definition to assess whether to continue the monthly payout.

    (b) An Insured with stroke, meets non-working disability definition and gets the benefit payout. He then recovers and goes to work in an occupation, hence the monthly benefit ceases. Subsequently, there is a relapse; we use non-working disability definition to assess whether to continue the monthly payout. 


    The working disability definition for surgeons is modified to be “from the onset of disability, the inability to perform his own and any suited occupation by reason of his training, experience or education”. If the Insured, who is a surgeon, injures his hand and is unable to perform any surgery, but he is able to become a General Practitioner (GP) and provide medical consultation, would AIA pay a claim?

    We would not be able to pay a claim, in view we regard his ability to perform duties of a GP to provide medical consultation as his ability to perform a suited occupation; and hence he would not have satisfied the working disability definition. 


    If the Insured is disabled while on sabbatical leave or medical leave, do we assess the claim based on working disability definition or non-working disability definition?

    We will assess the claim based on the Insured’s employment status at the point of disability. Hence, while the Insured is on sabbatical leave or medical leave, he remains employed and we will assess the claim based on working disability definition.


    A Check policy coverage for claim eligibility

    The coverage must be in force covering the event. Premium must have been paid up to date. You may check status of your policy and premium in the following ways:

    1. Check your policy document for the cover period of your Travel Insurance policy. 
    2. Contact your servicing agent for help
    3. Call Customer Service Hotline

    B Complete what is required for claim application

    • 1. AIA Assist/Around the World Claim Form

    1. Copy of relevant part of passport proving travel
    2. Proof of ownership of loss items and proof of loss
    3. Proof of travel delay
    4. Copy of eligible medical expense bills /receipts for medical reimbursement
    5. Any other evidence required by AIA Singapore Claims Department
    6. Accidental Death: Please refer to Death Claim section for requirement.

    C Submit claim application requirement to AIA Singapore

    You may submit the claim application together with all of the requirement to AIA Singapore in any of the following way:

    • By postal mail to AIA Singapore Claims Department at

      AIA Singapore Claims Department
      3 Tampines Grande #09-01
      Singapore 528799
      Attention: Claims Department (Individual Life & Health)

    • Contact your AIA Servicing Agent to assist you.
    • Submit your claim application in person at AIA Singapore Customer Service Centres

    D Expect a response from AIA Claims Department after submitting your claim

    You will receive a response from AIA Singapore Claims Department within 14 working days of your application. You may be required to provide more evidence to support your claim. If so, we will let you know. You can get updates of your claim by the following ways:

    • Contact your AIA Servicing Agent
    • Call AIA Singapore Customer Service Hotline

    E Let AIA Singapore know how you would like to receive payment

    When AIA Singapore has finalised your claim application, we will inform you of the outcome in writing. 

    If your claim is payable, we will follow your payment instruction stated on your application form to pay you. We encourage you to opt for direct credit as a preferred choice of payment method for fast and hassle free payment.

    • Direct Credit Payment: 5 working days turnaround from date of approval of claim
    • Cheque payment: 10 working days turnaround from date of approval of claim

    F Travel Insurance Claim Q&A

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    What document do I need to submit for my Travel claim?

    You have to submit the following document

    1. Duly completed AIA Assist/Around the World Claim Form
    2. Original final hospital/medical bills and receipts, for medical claim.
    3. Inpatient Discharge Summary/medical report/diagnostic & laboratory test result, for medical claim
    4. Document supporting your travel claim such as
       
    • Copy of E-ticket/travel itinerary/boarding pass/passport with stamp date showing date of departure from Singapore/Home Country;
    • Proof of payment for accommodation / travel fare which are not refundable
    • Property irregularity report (PIR);
    • Letter of acknowledgement from common carrier for actual date and time baggage delivered to owner/Copy of compensation letter from common carrier or accommodation management (if loss while under their care)
    • Copy of police report for theft and must be lodged to the police having jurisdiction at place of the damage within 24hours
    • Proof of purchase / ownership for the damaged items

    What conditions are not covered by AIA Around The World Plus?

    Exclusions common to many travel insurance plans also apply to AIA Around the World Plus, including:

    • Any pre-existing conditions;
    • Any/all illegal or unlawful act(s) by the Insured or confiscation, detention, destruction by customs or other authorities
    • Any participation in Extreme Sports and Sporting Activities

    For the full list of exclusions, please refer to the Policy Document.


    Is there a limit to the number of days covered while I am overseas?

    Single Trip plan provides overseas trip coverage for up to 182 consecutive days. While the Annual Multiple Trip plan covers up to 90 consecutive days for each overseas trip


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    1 Finlayson Green
    Singapore 049246
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    CONTACT AIA

    1800 248 8000
     

    1  Finlayson Green
    Singapore 049246

    View Details
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