Frequently Asked Questions (FAQs)
Below are common Frequently-Asked-Questions (FAQs) that we have compiled for your reference.
What are the premium payment methods available to AIA Policyholders?
The available premium payment methods are as follows:
By Cash or NETS
At AIA Customer Service Centre
- Policyholders may pay by cash or NETS personally at the AIA Customer Service Centre located at 1 Finlayson Green, #01-00, Singapore 049246. Our office hours are from 8.45am to 5.30pm, Mondays to Fridays (excluding Public Holidays).
- Payment via cash, cheque or bank draft in SGD, USD and AUD are accepted.
- Please do not send cash through the mail.
At Singpost branches or Self-service Automated Machines (SAMs)
- Policyholders can pay the premiums for S$ policies by cash, cash card or NETS at any Singpost branches. Please bring along the Renewal Notice when making payments.
- Policyholders can also pay the premiums for S$ policies by NETS at any SAM. Policyholders need to key in the policy number when making payment.
- Singpost will issue the receipts directly to policyholders for all payments made at Singpost branches and SAMs.
- Singpost branches and SAMs accept only payment in S$ for S$ policies.
- Payment at any Singpost branches and SAM should be made before the expiry of the grace period.
By Cheque Or Bank Draft
- Cheques or bank drafts should be crossed and made payable to AIA Singapore Private Limited.
- Please write the policy number on the back of the cheque and send it together with the Renewal Notice in the Business Reply Envelope.
- Please do not staple the cheque to the Premium Notice.
- Please do not issue post-dated cheques.
- Policyholders may sign up for automatic payment from his bank account through GIRO. It is a convenient way to pay the premium.
- Policyholders who are POSB/DBS account holders, you may apply for GIRO at any AXS Kiosk. For other banks, please call AIA Customer Care Hotline at 1800 248 8000 to request for a GIRO form.
By Internet Banking
- Policyholders may pay the premium via Internet Banking if he has signed up for the Internet Banking service with any of the following banks. Any queries should be directed to the bank concerned.
- Policyholders may sign up for electronic payment via www.vpost.com.sg. This method offers policyholders the flexibility of choosing when he wants to pay the premium. Deduction from the policyholder's bank account will be effected when vPOST receives his payment instruction.
- vPOST only accepts payment in S$ for S$ policies.
By Telegraphic Transfer
- If policyholders need to make payment when overseas, he may arrange with a bank to pay the premium via telegraphic transfer to the following bank account in favour of AIA Singapore Private Limited. The policy number must be indicated in his/her instruction to the bank.
- The information to be provided by the policyholder to the bank is as follows:
a)For S$ policy:
Beneficiary bank name: Citibank Singapore Beneficiary bank code (Swift code): CITISGSG Beneficiary's name: AIA Singapore Private Limited Beneficiary's account number: 0010005019 Payment details: Policy Number: ______________
b)For US$ policy:
Beneficiary bank name: Citibank Singapore 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: Policy Number: ______________
c)For A$ policy:
Beneficiary bank name: Citibank Singapore Beneficiary bank code (Swift code): CITISGSG Beneficiary's name: AIA Singapore Private Limited Beneficiary's account number: 0010005078 Payment details: Policy Number: ______________
How can I make an insurance claim?
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
Operating hours: Mondays - Fridays 8.45am to 5.30pm
Closed on Saturdays, Sundays and Public Holidays
3 Tampines Grande
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.
General / Background
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.
For Customers - Obtaining It / Number Change
How do I register for Two Factor Authentication (2FA)?
Existing AIA eCARE users can opt for 2FA by selecting the 2FA “Sign-Up” link on the AIA eCARE login page.
AIA policyholders without an AIA eCARE account can sign-up for 2FA by clicking the “Sign-Up” button in AIA eCARE 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 AIA eCare. Please note that once you have updated and logged out of AIA eCare, 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.
For Financial Services Consultants (FSCs) - Obtaining It / Number Change
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?
or FSCs accessing Agent Internet Access, please contact IT Helpdesk at Helpdesk.AIA_SGP@aia.com or telephone 6373 5885.
For AIA eCARE 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:
- You are not using the phone number that is on our records. Please note that you can only receive your OTP via the phone number that you last updated us.
- You are in Japan, Korea or Indonesia and your mobile phone is on roaming services. Please note that there may be incompatible telecommunications infrastructure with certain countries such as Korea, Japan and Indonesia. Please check with your mobile network operator for more information.
- You could have recently switched your mobile phone service provider but retained your old mobile number. You may experience non-receipt or delayed SMS as there may be problems on portability between different local telecommunications service providers.
- Our SMS gateway could be on maintenance and the system may be experiencing temporary downtime.
- There may be some service delays or interruptions by your mobile service providers. Delays could arise due to high SMS load e.g. festive seasons, service outage, earthquakes, etc.
- Your mobile phone may be outside of the network coverage area. Please check the signal strength on your phone. You may need to shift your phone to an area where there is better network coverage.
- Your phone SMS inbox may be full. You will need to delete some SMS from your phone inbox before new incoming SMS can be received.
What is term insurance?
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.
What are renewable and conversion privileges?
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.
What is whole life insurance?
Whole life policies offer a lifetime of insurance protection as well as long-term savings. The sum assured of the policy, and accrued bonuses, if any, are paid upon the insured's death, or where applicable, upon total and permanent disability of the insured. Should the need for permanent insurance protection diminish, or cease in later years, the whole life insurance policy may be surrendered at the policyholder's choice for its cash value - a ready pool of retirement funds! Whole life insurance policies are suitable for both children (even as young as newborns) and adults.
What are endowment policies?
Endowment policies provide a combination of insurance protection and savings benefits for a stipulated period of time. The sum assured of the policy and accrued bonuses, if any, are paid upon death during the stipulated period of time. If the insured survives upon the maturity of the policy, the sum assured and accrued bonuses, including any maturity bonuses, are paid to the insured. Endowment policies are typically attractive to those saving for retirement or their children's higher education.
What are investment-linked policies?
With investment-linked policies (ILPs), premiums paid are used to buy units in one or more funds offered by the insurance company. These funds are similar to unit trusts where investors' money is pooled and invested in various short and long-term investment facilities. Some examples of these facilities include listed equities of strong companies and fixed income securities.
The price of the units will depend on the investment performance of the ILP sub-funds. The benefits payable will depend on the price of the units prevailing at the time of surrender or death or maturity of the policy.
In addition to the cash value of the units, investment-linked policies usually provide a minimum guaranteed death benefit.
What are riders?
Riders are supplementary plans that can be attached to basic insurance policies, such as whole life or endowment plans, with the payment of additional premiums. Riders give additional and enhanced coverage at a lower cost. They also provide flexibility of choice to meet individual needs. An example of a rider is the Critical Illness rider which pays a lump sum of money upon diagnosis of a major illness.
What are participating and non-participating policies?
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.