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{{label}}What is Two Factor Authentication (2FA)?
Two Factor Authentication (2FA) is a security measure that provides you with greater peace of mind by giving you an additional layer of security when you login to the system.
In addition to the login password, you will now be required to provide further proof of identification when logging in.
This proof of identification is a unique SMS one-time password (OTP) sent to your mobile phone. You can then key-in this OTP when prompted to do so on the screen.
Why is AIA Singapore introducing Two Factor Authentication (2FA)?
AIA is committed to protecting the security and confidentiality of your policy information.
The introduction of 2FA is part of our ongoing efforts to ensure that you have greater peace of mind when transacting online, by providing an additional level of security against online identity theft and similar frauds.
What is SMS one-time password (OTP) and how does it work?
The SMS OTP is a single-use password that is sent to your mobile phone number in AIA's record. You will then need to key in this OTP when prompted to do so during your login.
What are the benefits of one-time password (OTP)?
Every one-time password (OTP) is unique and can only be used together with your Login ID and password.
OTP is a second layer of security to verify your identity online. Hence, even if a hacker gains access to your Login ID and password, the second level of authentication prevents further entry as it relies on information you know (that is your Login ID/password) and information AIA provides to you (the OTP) that can only be obtained via a personal device owned by you (your mobile phone).
In addition, every OTP is valid only for a limited time period after it has been generated, and it can only be used once.
Why doesn't AIA Singapore provide a hardware security token for one-time password (OTP)?
The majority of our customers who access our customer portal have mobile phones. Hence, we believe this is a more effective solution, as it does not require you to carry another device.
If you do not have a mobile phone, we apologise that we will not be able to support your continued use of AIA's customer web portal.
How long will my SMS One-Time Password (OTP) be valid?
Your SMS OTP will only be valid for a limited period after which it will expire. You will need to submit the OTP request again to trigger a new OTP (Note: this period may be adjusted according to the prevailing guidelines from the regulators).
What are the transactions which require a one-time password (OTP)?
AIA will implement 2FA at the point of logging in to our web site.
Can I choose not to use Two Factor Authentication (2FA)?
All logins to AIA secured sites from outside of AIA's internal network will require 2FA using the One-Time Password. As online fraud and mischief becoming increasingly sophisticated, it is important that AIA enhance our online security to combat cyber crimes. Hence, all users of our web portals need to use 2FA for additional online security.
How do I register for Two Factor Authentication (2FA)?
Existing My AIA SGusers can opt for 2FA by selecting the 2FA "Sign-Up" link on the My AIA SG login page. AIA policyholders without an My AIA SG account can sign-up for 2FA by clicking the "Sign-Up" button in My AIA SG login page.
I have changed my mobile phone number that I use for Two Factor Authentication (2FA). Who do I inform?
You may update your new mobile number online via My AIA SG. Please note that once you have updated and logged out of My AIA SG, all future SMS OTP will be sent to your new mobile number. If you subscribe to number portability or number retention services, you should check with your mobile service provider to confirm that all SMS sent to their previous mobile number will automatically be forwarded to their new number.
Alternatively, you may visit our AIA Customer Service Centre or call our AIA Customer Care Hotline at 1800 248 8000 (+65 6248 8000 if you are overseas) to request for a change form which you may mail in for processing. For your security, we do not allow changes to be made over the phone.
How do I register for Two Factor Authentication (2FA)?
All Agent Internet Access users will automatically be registered for 2FA. You will be requested to confirm your mobile phone number and branded email address when you login. Thereafter the SMS one-time password (OTP) will be sent to this mobile number.
I have changed my mobile phone number. Who do I inform?
You may update your new mobile number online via Agent Internet Access. Please note that once you have updated and logged out of Agent Internet Access, all future SMS OTP will be sent to your new mobile number.
Users who subscribe to number portability or number retention services should check with their mobile service providers to confirm that all SMS sent to their previous mobile number will automatically be forwarded to their new mobile number.
Alternatively, you may approach Distribution Support Department and complete a change form.
What should I do if I encounter problems logging in?
For FSCs accessing Agent Internet Access, please contact IT Helpdesk at Helpdesk.AIA_SGP@aia.com or telephone 6373 5885.
For My AIA SG users, please contact our AIA Customer Care Hotline at 1800 248 8000 (+65 6248 8000 if you are overseas) Mondays - Fridays 8:45 a.m. - 5:30 p.m.
I travel frequently. Will I be able to use one-time password (OTP) abroad?
Yes, you can. However, the delivery of SMS text messages is dependent on your mobile service provider's service level. There may be incompatible telecommunications infrastructure with certain countries such as Korea, Japan and Indonesia. Please check with your mobile service provider for more information.
Are there any charges for the one-time password (OTP)?
There is no charge from AIA. Please check with your mobile network operator if there are charges for receiving SMS OTP when you are overseas.
I have confirmed that my mobile phone number is updated and current but I am still not able to receive the one-time password (OTP). Why is this so?
Below are some of the common possible reasons as to why you are unable to receive your OTP: