Dear Valued Customers

We hope you and your loved ones are keeping safe and well.

It’s been a month since we communicated with you, and it is comforting to know that Singapore has made progress to combat the COVID-19 pandemic. While adjustments would be made to some of the tightened circuit breaker measures progressively in the coming weeks, we should all continue to remain vigilant of the situation. During this extraordinary time, we’ve seen how this epidemic had been impacting our families, our communities and our way of life. We know it hasn’t been easy adapting to life in this circuit breaker period, but we hope all of you have managed to ease into your new routines. Like you, we are also adjusting and embracing these new norms.

While this period has been worrying, it is truly heartening to see how people in our community have stepped up to help each other in their own ways by displaying acts of humanity, love and courage. These are unprecedent times but as they say, tough times never last, but tough people do. And, we are optimistic that we will overcome this together.

Today, we would like to continue assuring you that AIA Singapore (AIA) is here for you, doing our very best to protect and serve you. AIA has been serving customers for more than 100 years across the region and we remain committed to you. Please know that you, our customers, are at the heart of everything we do at AIA. We strive to do our best to protect the health and financial well-being of you and your family. We want to also urge you to take this time to prioritise your health and well-being, so that you can go on to live a longer and better life with the ones that matter to you.

Here’s a video we have specially done and dedicated to you. Please click on the link to view it.

We are thankful for your continued trust, and support.

Enhanced measures to ensure you stay safe and healthy

In line with tightened safe distancing measures during the circuit breaker period, all face-to-face interactions with customers will cease. Both our customer service centres - located at 1 Finlayson Green and 3 Tampines Grande respectively - are closed during this period.

Please be assured that AIA is not scaling back on our operation during this period. A robust process has been put in place to ensure that we continue to promptly respond to your queries and address your needs.

You can book an appointment for us to call you on the following four essential services here:
1) Policy Loan
2) Termination and Withdrawal of Policy Benefits
3) Claims Submission
4) Nomination of Beneficiaries

For more information and assistance on other policy matters, we encourage you to:

• Download and log onto My AIA SG app
• Call the AIA Customer Care hotline at 1800 248 8000 or 65-6248-8000 (from overseas)
• Email us
• Contacting your AIA Insurance Representative

Nevertheless, we seek your kind patience should there be a delay in our response(s) to your queries as we continue to do our best to serve you and ensure an effective operation during this challenging time.

Here for you, your family, and those in need

AIA has also pro-actively introduced numerous initiatives to support you and your family as well as the community in these times including:

• Free COVID-19 coverage for all existing eligible individual customers, corporate members, employees and tied representatives¹.
• Expediting any claims relating to COVID-19 through a dedicated customer care team.
• Covering the cost of 50, 000 video medical consultations provided by WhiteCoat, an on-demand tele-medicine provider, for all policyholders of AIA HealthShield Gold Max – a MediSave-approved Integrated Shield Plan (IP)¹.
• For customers who are facing financial difficulties as a result of the COVID-19 pandemic, we are extending the grace period for them to pay premiums due and continuing to provide uninterrupted coverage of these policies for up to six months².
• To help you to continue keeping healthy at home, AIA Vitality members have access to weekly health and wellness activities online ranging from fitness sessions to nutrition workshops and healthy cooking demonstrations. These are being conducted by our Vitality partners such as Fitness First and Health Can Be Fun.
• Our staff and AIA Insurance Representatives are also doing our part for the community by raising funds and donating groceries for beneficiaries of our adopted charity, the Children’s Wishing Well (CWW).
• A dedicated webpage has also been set-up on our AIA corporate website to provide you information about our initiatives, latest industry updates on COVID-19, and resources to provide you support.

And, we will not stop here. We are closely following the evolving COVID-19 situation and will continue exploring more ways to provide support to you, your family, and the community.

Stay safe, healthy and keep your spirits up. Together, we will get through this and emerge stronger.

To further extend our support to help our customers on the deferred premium(s) payment, there are various options they can choose from at the end of Extended Grace Period (EGP).

We will send a notification letter to customers who have successfully applied for EGP as well as update them on the options for deferred premium(s) payment. Another follow-up notification SMS would be sent, two months before the end of EGP to provide more details on the options and how they can apply for their preferred payment option. For customers who have not provided their mobile number, they can activate their My AIA SG Account so that we can contact them.

During EGP, customers also have a choice to make gradual payments in multiples of the regular premium amount. At the end of EGP, should there be deferred premiums that has not been paid-up, customers can choose from one of the options listed above to help them through this challenging time.

Should you have questions on the deferred premium payment options, please refer to the Frequently Asked Question. Alternatively, you may also contact our AIA Customer Care hotline at 1800 248 8000, send us a message or contact your AIA Insurance Representative.