FAQ

GENERAL

1. Where is AIA Corporate Solutions?

3 Tampines Grande AIA Tampines #07-00 Corporate Solutions Department Singapore 528799

2. What are your operating hours?

Our operating hours are from Monday to Friday (excluding public holidays), 9am to 5pm.

3. I need to fax in some documents? What is your fax number?

Our fax number is 6538 4340 or 6538 5603.

4. How do I file for a claim?

If you are a covered employee, complete a Claim Form, attach the required documents and submit them to your Company's Human Resources Department. Depending on the type of claim, the necessary documents can be found in the policyholder's Handbook which you can get from your Company's Human Resources Department.

You may view the status of your claim online. The status of your claim will be updated and reflected in our system within 14 working days of receipt of the relevant claim documentation.

BILLING & ADMINISTRATION

1. How are Group policies billed?

They are billed on a yearly basis as the period of coverage is always for 1 year.

2. When are policies billed?

Each policy is different from the effective date and its anniversary date. Most policyholders choose a period that coincides with their company's financial year. For instance, if their company's financial year is from 1 April to 31 May,policy holders usually choose their policy year to be so. In this case, we will bill on the policy anniversary, which is every 1st of April.

3. If you bill once a year, what happen to employees who join or leave after you have billed?

The premium will be adjusted on 1st April of every year.

4. How do you adjust the premium? Do you pro-rate?

We have 2 types of billing, depending on whether the policy is administered on a Namecount or Headcount basis.

Namecount Premium Adjustments are based on pro-ration by month.

For example, for a policy that is from 1 January to 31 December: If an employee joins on 15 May, while his coverage is effected on 15 May, the premium charged is for 7 months only, from 1 June to 31 December. Likewise, if he leaves on 15 May, the premium refunded is for 7 months.

Headcount Premium Adjustments are calculated using the averaging method based on the headcount one month prior to the current policy year and the previous year’s headcount.

For example, for a policy that is from 1 January to 31 December:
On 1 January there are 100 employees and by 1 December there are 120 employees. Thus, the premium charged is (120-100)/2 x premium rate.

Likewise, if there are only 80 employees by 1 December, the premium refunded is (100-80)/2 x premium rate.

RENEWALS

1. How long is each policy period?

Group policy is a yearly renewal term policy, and each policy year is for a period of 12 months. On this basis, you would not be able to terminate and seek pro-rated premium refund if you wish to discontinue your policy before the end of the policy period. However, if you have employees leaving the company, premium adjustment will be calculated at the next renewal. See premium adjustment (link to policy handbook).

2. How do I know if my policy is expiring?

You will receive a renewal invitation letter from AIA about 4 to 6 weeks before the expiry date.

3. How do I proceed to renew my group policy?

Simply sign and return the confirmation slip provided alongside the renewal invitation letter, and furnish the latest census listing. Upon receipt, AIA will proceed to issue you the renewal documents and premium invoice. (link to policyholder handbook corresponding section)

4. When can I upgrade or change my plan benefits?

You may review and make changes to your existing benefits during policy renewal. For assistance, please contact your AIA Financial Services Consultant.

5. When must I send the payment? Where do I send to?

Full payment must be made within 1 month from the policy due date or bill issue date. Otherwise, coverage will lapse automatically. You need not make payment personally at AIA Customer Service Centre. Simply send your cheque payment together with the remittance slip to the following address :

AIA Singapore Private Limited
3 Tampines Grande
AIA Tampines #07-00
Corporate Solutions Department
Singapore 528799

6. Do I need to make payment personally at the AIA Customer Service Centre?

You need not make payment personally at AIA Customer Service Centre. Simply send your cheque payment together with the remittance slip to the address above.

SALES & MARKETING

1. What are the unique features of AIA Group Insurance?

Worldwide coverage / 24 hours a day
With an AIA Group Insurance cover, you get to enjoy international coverage without geographical limitation, 24 hours a day. 

Express Claim Processing (ECP) Method
ECP is a brand new approach in filing a claim under the Group Hospital and Surgical programme. It provides convenience and at the same time relieves the financial burden of the insured members as hospital payments are offset by your AIA Group Insurance cover and no subsequent claims need to be filed with AIA.

All you have to do is present the completed ECP form and go through the usual admission procedure at any ECP participating hospitals. AIA and the participating hospital will take care of the rest of the claim process for you.

Links for Details

2. Who is eligible for Group Employee Benefits?

Full time employees
An employee over 16 and under 60 years of age already engaged in regular, full-time employment on the effective date of the scheme are eligible for participation. Coverage is renewable yearly up to the maximum age of 65.

New employees
New employees are eligible for this insurance from the date of their employment.

Employees’ Dependants
Coverage can be extended to an employee's dependent who is above the age of 16 and below the age of 60.

Coverage is also extended to single and unemployed dependent Child(ren) above the age of 14 days (and discharged from the hospital) and below the age of 19 years. For a child between the age of 19 and 25, eligibility is dependent on whether he or she is still a full time student, unmarried and fully dependent for financial support from insured.

Note: Employees who is eligible to participate must do so within 31 days from the sate of this eligibility. Otherwise, he shall be able to so only after he has furnished, at his own expense, evidence of insurability.

3. When am I covered?

You will be covered upon approval by AIA. The scheme provides worldwide coverage for the insured employee 24 hours a day. In other words, there are no geographical, occupational and recreational restrictions.

4. How can I obtain a proposal for my company?

Fax to us a completed Group Insurance Fact Find Form at 6538 5601. A proposal will be prepared and sent to you within 3 working days. The form can be downloaded from the Form Download section of this website.

5. How do I sign up?

Submit the application and census data form to AIA. These forms are available in the Forms Download section of this website.

Upon receipt of the documents, AIA will approve and underwrite the case. A Master policy will be issued to the employer, with all employees being covered as per the employee listing provided by the employer.

Links for Details

UNDERWRITING

1. What is underwriting?

Underwriting is the process in determining the evidence of insurability of the insured member. Depending on age, sex, amount of insurance and medical history, medical examination may be required in addition to completion of the Health Declaration and Enrolment Form.

Links for Details

2. What is NEL?

NEL stands for No-Evidence Limit. It is the maximum sum assured in which the employee does not have to provide evidence of good health. Employee is required to furnish evidence of satisfactory health for sum assured in excess of the NEL.

3. Must I fast before going for my medical examination or blood test?

If your underwriting letter indicates that you are required to fast for your medical examination or blood test, please abstain from food and drinks after 10pm on the night prior the medical examination or blood test.

4. Which panel list should I refer to for my underwriting?

If Preferred Medical Examination, Electrocardiogram (ECG) or Treadmill (TMX) is one of the medical requirements mentioned in your underwriting letter, please refer to Preferred Medical Examination Panel List. Otherwise, please refer to the Adult Medical Examination Panel List unless your underwriting letter specifically mention that you need to visit a particular clinic or doctor.

5. What should I do if my underwriting letter indicates 2 x Preferred Medical Examinations or 2 x Micro-Urinalysis?

For Preferred Medical Examination, you are requested to visit 2 different cardiologists from the Preferred Medical Examination Panel List.
For Micro-Urinalysis, it should be done on separate days. Please note that female insured members should do the test during their non-menstruating period.

SYSTEM SECURITY ISSUES

If I forget my password for eBenefits, how can I reset it?

Depending on the user type, that is, whether you are a broker, policy holder, member or AIA agent, the steps would vary accordingly. 

For Brokers / Policyholders (eg. Human Resource Personnel)

On the menu on the left, click Contact us

• User ID
• NRIC
  
• Name
  
• Company Name
• Company Address
• Email Address

We will revert within 3 working days on the reset password through email.  Please check your email account accordingly.  If you do not have an email account, we will revert through post which usually takes about 5 working days.

For Members (eg. Employees in a company)

You will be prompted for your secret answer as defined under your User Profile.
Please input your secret answer as shown on the screen below.

If the secret answer matches, the system will prompt you to re-set your password as indicated on the screen below.

Please re-set your password accordingly.
If you have forgotten your secret answer, please refer to steps as stated at section above on “For Brokers / Policyholders”

For AIA Financial Services Consultant
Please contact your current IT support in AIA.