Healthcare Services FAQs

AIA Quality Healthcare Partners (AQHP)

AIA Quality Healthcare Partners or AQHP, is our panel of private specialist doctors exclusively curated for AIA HealthShield Gold Max customers. Each of them has at least 5 years of specialist experience and a clean professional track record.

Forming AQHP is one of the measures that the Company has put in place to manage rising healthcare costs. The formation of such preferred provider panels was one of the recommendations of the Health Insurance Task Force to ensure that health insurance premiums remain sustainable in the long run.

We have negotiated fee agreements with AQHP, which was set with reference to MOH published fee benchmarks, to help ensure treatment and charges are in line with what is reasonable and customary. This will ultimately benefit consumers as it will help moderate the rate of premium increases in the long run.

AQHP fees take reference from MOH's Fee Benchmarks. They are generally set at the midpoint between the upper and lower bounds, but there may be some deviations from this based on our negotiations with our panel. We set a fixed fee instead of a range so that there is more clarity for doctors and policyholders as to the expected charges.

With AQHP, we have made it easy for you to gain access to more than 500 specialists. It is also convenient for you to request for an appointment with your preferred AQHP specialist using the following methods:
  • On AIA+
  • Submit your request via our website 
  • Call our medical concierge at 1800 248 8000
Upon submission of your request, we will contact you via SMS/call on the status of your appointment within 1 working day*. You will also get to enjoy pre-negotiated outpatient consultation fees with our AQHP specialist as an AIA HealthShield customer.
 
(*For requests submitted on Mondays to Fridays, between 8.45am to 5.30pm. Excludes Public Holidays)
 
Notes:
  • We will try our best to arrange an appointment with your preferred specialist within 3 working days. However, there may be times when this is only possible with an alternative specialist in the same field.
  • Consultation or treatment with any AQHP specialists does not mean that the bills will be claimable. Claims eligibility will be subjected to the terms and conditions of the AIA HealthShield Gold Max policy.
  • Pre-negotiated AIA Quality Healthcare Partners outpatient consultation fee is not applicable at public hospitals and selected AQHPs.

All existing and new AIA HealthShield Gold Max customers will enjoy exclusive access to services provided by AQHP.

Our AQHP specialists are carefully selected based on their professional track record and a minimum 5 years of specialist experience. We also ensure that we have a healthy mix of medical fields when selecting our AQHP specialists to cater to your medical needs.

You can access our AQHP specialists' profiles here.
 
For easy access on the go, you can also access the list on the AIA+ app, which is available for download from the App Store and Google Play Store.

Appointment requests

You can request for an appointment with your preferred AQHP specialist using the following methods:
 
  • Via AIA+
  • Submit your request via our website
  • Call our medical concierge at 1800 248 8000
Alternatively, you may also contact your AIA Financial Services Consultant or Insurance Representative for assistance.

Yes, you may request for an appointment on behalf of another insured. Please submit your request here.

Upon submission of your request, we will contact you via SMS/call on the status of your appointment within 1 working day*.
 
(*For requests submitted on Mondays – Fridays, 8.45am to 5.30pm, excluding Public Holidays.)

If your appointment request is submitted:
 
  • Before 1 pm, the earliest appointment date you may request for is on the next working day.
  • After 1 pm, the earliest appointment date that may be requested for will be the day after the next working day.
Please note that the confirmed appointment date will be subject to the specialist's availability.

Example:
 
Appointment request submitted
Earliest possible appointment
Monday, before 1:00pm
Next working day, Tuesday
Monday, after 1:00pm
Day after next working day, Wednesday
Friday, before 1:00pm
Next working day, Monday
Friday, after 1:00pm
Day after next working day, Tuesday
 
Working days exclude Saturdays, Sundays, Public Holidays and eve of selected Public Holidays.

Most of the specialist clinics have short consultation hours on Saturdays, hence their appointment timeslots are usually full. They also do not operate on Sundays and Public Holidays.

You may call our medical concierge at 1800 248 8000 to make changes to your appointment or contact the clinic directly to make the changes.

Please bring along the following items:
 
  • Your NRIC, Birth Certificate, Work Permit or Passport (where applicable)
  • Any medication you are currently taking or the names of the medication
  • Relevant medical reports, x-rays or scans
The availability of the items will help the specialist to better understand your current medical condition.

You can arrange for follow-up appointments directly at the clinic after your consultation. You do not need to go through us again to make the follow-up appointment.

We do encourage you to let us help connect you with an AQHP specialist to make an appointment as we strive to provide you with the best experience possible.

In the event of an emergency, please proceed directly to the Accident & Emergency department of a hospital nearest to you.

Telemedicine

Telemedicine is the remote diagnosis and treatment of patients using telecommunications devices i.e. a smartphone with camera.

Along with the rest of our healthcare proposition, such as AIA Quality Healthcare Partners (AQHP) and Teladoc Health, Whitecoat telemedicine allows us to provide primary care that is accessible and yet affordable to our customers. AQHP and Teladoc Health supports our healthcare proposition with hospitalisation and post-hospitalisation services, forming a holistic healthcare solution for AIA HealthShield Gold Max customers.

Telemedicine is suitable for everyone who is seeking (i) treatment for non-emergency medical issues; (ii) chronic conditions; (iii) advice or a second opinion on a pre-existing condition; or (iv) support for mental wellness.
 
Please refer to table below for some examples.
 
GP consultations Mental wellness
support
Non-emergency medical issues Chronic conditions
a. flu, cough, cold or sore throat,
b. fever, or headache,
c. diarrhea, constipation or vomiting,
d. rash, or cold sores,
e. conjunctivitis,
f. urinary tract infection,
g. dermatological conditions,
h. other non-emergent medical issues.		 a. hypertension,
b. hyperlipidaemia,
c. diabetes.		 a. anxiety disorder,
b. stress,
c. depression,
d. insomnia,
e. relationship and marital difficulties,
f. abuse and trauma
g. dissociative disorders,
h. dementia
i. obsessive compulsive disorder,
j. addictions,
k. bereavement and grief,
l. geriatric psychology,
m. workplace bullying,
n. other mental disorders.

Simply download and login to WhiteCoat App to enjoy the pre-negotiated consultation fees as an AIA HealthShield Gold Max customer. 

Please see below negotiated rates for the Whitecoat Services that you can enjoy: 
 
WhiteCoat Services Consultation Mode Type of Consultation Negotiated fee
General Practitioner Teleconsult Standard Consultation S$12
Psychology Service Teleconsult Short Consultation
(As a form of "triage")		 S$55
Teleconsult Standard Consultation
(For more straightforward presentations)		 S$90
Teleconsult / In-clinic Standard Consultation
(For more complex cases)		 S$170 - 250
Psychiatry Service In-clinic First Consultation - Short (15 mins) S$108
First Consultation - Mid / Long S$180 - 324
Follow Up S$108 - 180

There are other costs like GST, medication cost and delivery cost.

WhiteCoat's GP teleconsultation is an on-demand service, and you do not need to request for an appointment. For Psychology / Psychiatry services, if your selected professional is unavailable for an on-demand tele-consult, you may choose to make an appointment instead. 

Personal Case Management

We understand that customers who have serious medical conditions often feel uncertain about the best course of action and face a lot of stress along the care journey. Through this service, we would like to help our customers get accurate diagnosis and select the best course of treatment, by providing them access to independent global expert medical advice, as well as on-going support throughout their medical journey.

Most second opinion services review medical reports and information to provide an independent diagnosis and recommended treatment plan. Following the second opinion, a patient is often left with questions, as well as the need to find the best doctor and hospital to administer the treatment. 
 
With Personal Case Management, the customer is never alone. The customer will be supported by a dedicated case management team, led by the physician case manager, at all times throughout the medical journey from diagnosis, treatment, through to recovery.

This service is exclusively available for our insured customers with AIA Max VitalHealth A, AIA Max VitalHealth A Value, AIA Max VitalCare, AIA Max VitalHealth B, AIA Ultimate Critical Cover, AIA Beyond Critical Care, AIA Absolute Critical Cover, AIA Triple Critical Cover with Power Upgrade Rider, and AIA Power Critical Cover plans only.

This service is complimentary for our insured customers with AIA Max VitalHealth A, AIA Max VitalHealth A Value, AIA Max VitalCare, AIA Max VitalHealth B, AIA Ultimate Critical Cover, AIA Beyond Critical Care, AIA Absolute Critical Cover, AIA Triple Critical Cover with Power Upgrade Rider, and AIA Power Critical Cover plans.
 
Tests, treatments, procedures, devices or medication recommended by Teladoc Health may be subject to additional charges that are not covered by your plan. Please consult your AIA Financial Services Consultant for more details.

Please click here for the list of eligible medical conditions.

When you choose to use Teladoc Health's Personal Case Management service, you will be required to sign the service enrolment and authorisation form, as well as submit all relevant medical information and reports at hand. This approval will also allow Teladoc Health to obtain any missing medical reports from various sources.
 
AIA and Teladoc Health recognise the importance and sensitivity of such personal data and will only share information that is required to accurately analyse the customer's condition and enable appropriate recommendations to be made.

Teladoc Health's assessment of treatment is based on medical necessity. As Singapore has a highly developed healthcare system, Teladoc Health does not expect that there will be a need to refer patients abroad. However, Teladoc Health will consider recommending consultation or treatment abroad in the rare instances where there is a lack of local expertise in relevant fields.
 
The coverage for such overseas treatment will be subject to the benefit entitlements as per the policy contract.  Please consult your AIA Financial Services Consultant for more details.

AQHP specialists are selected based on their qualifications and experience to deliver quality affordable healthcare.
 
This partnership with Teladoc Health complements the AQHP, by providing patients with additional access to local and global expertise and ongoing support. Teladoc Health does not directly treat patients but works in collaboration with the treating doctor to ensure that the best possible care is delivered. This enhances the ability of our AQHP to deliver quality care.

In such a situation, with the patient's permission, Teladoc Health will discuss the case with the treating doctor and collectively agree upon the best course of action for the patient. At the end of the day, the decision on how to proceed with the suggested treatment plan lies with the patient.

Teladoc Health provides a case management service to empower patients to make informed decisions and be proactive participants in their medical care. It is important to note that Teladoc Health does not treat patients directly, nor prescribe medications. The decision regarding treatment is made by the patient, in consultation with the treating doctor. Hence, Teladoc Health does not take on the responsibility for medical malpractice.
 
AIA Singapore is not involved in the recommendations that Teladoc Health provides as the intent is for Teladoc Health to give independent advice.

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Download AIA+ app

Easy access to Healthcare benefits on the go:
 
  • Browse AQHP specialists' profiles
  • Request for an appointment
  • View your AIA HealthShield Gold Max e-Card
app-store
google-play

Download AIA+ app

healthcare

Easy access to Healthcare benefits on the go:

  • Browse AQHP specialists' profiles
  • Request for an appointment
  • View your AIA HealthShield Gold Max e-Card
app-store
google-play
healthcare

Download AIA+ app

Easy access to Healthcare benefits on the go:

  • Browse AQHP specialists' profiles
  • Request for an appointment
  • View your AIA HealthShield Gold Max e-Card
app-store
google-play