AIA SINGAPORE CUSTOMER SERVICE NOTICE

DORSCON level at Orange Alert for COVID-19 (Coronavirus Disease 2019)

Dear Customer

Ministry of Health (MOH) had announced on 7 February 2020 that the COVID-19 situation in Singapore - under the ‘Disease Outbreak Response System Condition’ (DORSCON) level is now at ORANGE Alert.

What does it mean?

This means that the COVID-19 is severe and spreads easily from person to person, but the disease has not spread widely in Singapore and is being contained.

How will it affect you as a visitor to the AIA Customer Service Centre?

With immediate effect, only the AIA Customer Service Centre located at 1 Finlayson Green (next to AIA Tower) will continue operations from Monday to Friday, 8.45am to 5.30pm.

We seek for your kind patience should there be a delay in our response(s) to your queries as we continue to do our best to service you and ensure an effective operation in light of this situation.

Please note that AIA Singapore reserves the right to decline customers - who are unwell with flu symptoms. This also extends to anyone with travel history to mainland China in the last 14 days¹ to further minimise the risk of community spread of the COVID-19 in Singapore.

Alternatively, customers may contact us via other channels with your enquiry by:

Logging into the My AIA SG app / or downloading the My AIA SG app
Calling the AIA Customer Care hotline at 1800 248 8000;
Emailing us at sg.eCare@aia.com.
Contacting your AIA Financial Services Consultant / Insurance Representative.

Should you have queries on the coverage of your policies, particularly on the COVID-19, please feel free to contact our AIA Customer Care team or your AIA Financial Services Consultant / Insurance Representative.

In the event of any claims relating to COVID-19, we will provide dedicated and expedited support. Please contact our AIA Customer Care team or email us at SG.ClaimsQN@aia.com.

At AIA Singapore, the health and wellbeing of our stakeholders is of utmost priority.

To ensure the wellbeing of all stakeholders (those who are in good health) visiting the AIA Customer Service Centre located at 1 Finlayson Green, we have taken a number of preventive measures:

Provision of hand sanitizers;
Temperature checks for our frontline staff;
Daily cleaning and disinfection have been stepped-up at our AIA Customer Service Centre.

Customers will also need to have their temperature taken and fill up the Visitor’s Health Declaration Form before entering the AIA Customer Service Centre.

AIA Singapore will closely monitor the local situation and revise the operating hours and servicing structure if the need arises where updates would be shared on:
1) AIA Singapore corporate website - aia.com.sg
2) AIA Singapore social media platforms:
https://www.facebook.com/aiasingapore
https://www.linkedin.com/company/aia-singapore

For updates on COVID-19, please refer to the Ministry of Health (MOH) website - https://www.moh.gov.sg/2019-ncov-wuhan

¹ For more information, please refer to - https://www.stb.gov.sg/content/stb/en/home-pages/advisory-on-wuhan-coronavirus.html

DOWNLOAD AIA SINGAPORE ADVISORY ON COVID-19 (CORONAVIRUS DISEASE 2019)

Frequently Asked Questions

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1. What is the COVID-19?

Coronaviruses are a large family of viruses that are known to cause illness ranging from the common cold to more severe diseases such as Middle East Respiratory Syndrome (MERS) and Severe Acute Respiratory Syndrome (SARS).
COVID-19 is a new strain of coronavirus that has not been previously identified in humans.

2. What are the symptoms of someone infected by the COVID-19?

Common signs include respiratory symptoms, fever, cough, shortness of breath, and breathing difficulties.
In more severe cases, infection can cause pneumonia, severe acute respiratory syndrome, kidney failure and even death.

3. Can the COVID-19 be transmitted from person to person?

Yes, it can be transmitted from person to person, usually after close contact with an infected patient.

4. Is there a vaccine or treatment for the COVID-19?

There is no vaccine and no specific treatment for disease caused by a COVID-19. However, many of the symptoms can be treated and therefore treatment based on the patient’s clinical condition. Moreover, supportive care for infected persons can be highly effective.

5. What can I do to protect myself?

Standard recommendations to reduce exposure to and transmission of a range of illnesses include maintaining basic hand and respiratory hygiene, and safe food practices and avoiding close contact, when possible, with anyone showing symptoms of respiratory illness such as coughing and sneezing.

6. What are WHO recommendations for countries?

WHO encourages all countries to enhance their surveillance for severe acute respiratory infections (SARI), to carefully review any unusual patterns of SARI or pneumonia cases and to notify WHO of any suspected or confirmed case of infection with COVID-19.
Countries are encouraged to continue strengthening their preparedness for health emergencies in line with the International Health Regulations (2005).

Source: WHO, https://www.who.int/

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AIA SINGAPORE CUSTOMER SERVICE NOTICE

DORSCON level at Orange Alert for COVID-19 (Coronavirus Disease 2019)

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