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  • Travel Alert

    Please note of the coverage under our travel insurance – AIA Around The World Plus - for claims arising from COVID-19 (Coronavirus Disease 2019) outbreak:

    1) Travel destinations where travel advisory has been issued by the Singapore government

    Policyholders may file a claim for Travel Cancellation, Travel Postponement or Travel Curtailment benefits* if the policy was purchased and/or the trip was booked before:

    1. 22 January 2020 for travel to Wuhan;
    2. 27 January 2020 for travel to any part of Mainland China (excluding Hong Kong, Macau and Taiwan);
    3. 23 February 2020 for travel to Daegu or Cheongdo of South Korea;
    4. 3 March 2020 for travel to Iran, Northern Italy, Japan and the rest of the South Korea;
    5. 12 March 2020 for travel to any other destinations.


    If Policyholders / Insureds continue with the trip, claims arising from COVID-19 will be covered subject to the policy conditions, and provided the policy was purchased before the above-mentioned dates for the respective travel destinations.

    For policies purchased on or after the above-mentioned dates for the respective travel destinations, any claims arising from COVID-19 will not be covered.

    2) Travel destinations that issued a ban that prevents travellers from entry or quarantine order for travellers from Singapore

    The policyholder may file a claim for Travel Cancellation, Travel Postponement or Travel Curtailment benefits* if the policy was purchased and/or the trip was booked before the ban or quarantine order was made known, and provided the policy was purchased before 12 March 2020.

    3) Policies purchased on / after 12 March 2020

    Please note that COVID-19 is currently considered a known event and there will be no coverage for any claims arising from COVID-19 to any travel destinations if the policy is purchased on / after 12 March 2020.

    *Policy conditions apply.

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    PROTECTING YOU IN LIGHT OF COVID-19

    A message from our CEO
    A message from our CEO

    The recent extension of the Circuit Breaker has affected many of us in varying extents. Some of you may have started getting used to new habits and routines while some are still trying to adapt.

    We at AIA and our representatives, want to assure you that we have been embracing new norms so that you continue to enjoy the service you deserve.

    Our CEO, Ms Wong Sze Keed has a note to share with you.

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    Together being here with you

    Together.
    Being here
    for you.

    Bracing COVID-19 Together: Being Here For You

    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.

    Best regards,

    Wong Sze Keed
    Chief Executive Officer
    AIA Singapore


    1Subject to applicable terms and conditions.
    2Subject to AIA’s review and approval.

    Our people across AIA also have a message of assurance for you.


    FREE COVID-19 SPECIAL COVERAGE

    Standing by our promise to you, we will be offering all 1.4million eligible customers1, our employees and tied representatives free additional coverage to protect you against the ongoing threat posed by COVID-19.

    covid-19-special-coverage-grandma-and-child-holding-hands

    ADVICE FROM AIA SINGAPORE’S MEDICAL DIRECTOR

    Hear from Dr Alan Ong, AIA Singapore’s Medical Director on what to look out for and key tips on staying safe against COVID-19 during this period.


    COVID-19 AIA PLANS COVERAGE GUIDE

    In light of the evolving COVID - 2019 situation, you may wish to know what your AIA Plans cover you for in relation to COVID-19. You can download a summary of coverages which we have complied for you. 

    Please note that this list is not exhaustive and should you need any clarifications, do not hesitate to contact your Financial Services Consultant/Representative.

    AIA’s Employee Benefits Policies also covers all our Corporate Solutions clients. In addition, we are also providing a free special COVID-19 cover to your insured members.


    AIA COVID-19 Support Programme

    In line with the pro-active efforts by the government, industry and stakeholders, to support our customers in these challenging times, AIA will be providing a Support Programme to our policyholders facing financial difficulties as a result of the COVID-19 pandemic.

    We know it hasn’t been easy for our customers and we want you to know that we are here to provide the support you need and ensure you remain covered, so you have peace of mind.

    Find Out More
    Find Out More
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    AIA COVID-19 SUPPORT PROGRAMME – DEFERRED PREMIUM(S) PAYMENT OPTIONS

    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).

    EGP-4-payment-options
    payment-option-1
    payment-option-2
    payment-option-3
    payment-option-4

    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.


    NEWS AND ADVISORY

    With the circuit breaker period ending 1 June 2020, the Singapore economy would be opening in three phases1. While we will be making progressive adjustments in the coming weeks in line with the Government’s advisories, we should all continue to remain vigilant of the COVID-19 situation.

    As part of our safe management measures, please note that from 2 June 2020, our customer service centre located at 1 Finlayson Green will be open for essential servicing by appointment only from 9.00am to 5.00pm, Monday to Fridays, excluding public holidays. However, our customer service centre located at 3 Tampines Grande will remain closed till further notice.

    Please click here to book an appointment for the following essential services:

    1) Policy Loan and Withdrawal of policy benefits
    2) Termination
    3) Claims Submission
    4) Nomination of Beneficiaries
    5) Extension of Grace Period

    1Refer to advisory from Ministry of Health, “END OF CIRCUIT BREAKER, PHASED APPROACH TO RESUMING ACTIVITIES SAFELY”, dated 19 May 2020

    More updates and advisory:

    • Important changes to coverage conditions on COVID-19 for AIA Healthshield Gold Max. Read more.
    • Get the latest updates on AIA’s support for COVID-19 here.

    FOOTNOTES

    1”Eligible customers” refers to Life insured or policyowners who are Singapore residents and have an existing in-force individual life or accident and health insurance policy with AIA Singapore issued on or before 31 July 2020, and the policy is in-force at the point of claim. Please refer to our terms and conditions for details of eligibility and claim.

    FREQUENTLY ASKED QUESTIONS

    General Products and Coverage

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    Do my AIA Insurance Plans cover the COVID-19?

    It will depend on the type of policies you have. 

    Here are some of the common type of AIA policies and their coverage: 

    1. In Life policies, death caused by Coronavirus i.e. COVID-19 is covered.
    2. PA plans generally do not cover COVID-19 with the exception of AIA Star Protector Plus as this juvenile plan includes coverage for diseases.
    3. AIA Shield plans covers COVID-19.
    4. Coverage for COVID-19 under AIA travel plan will depend on the travel destinations and/or when the policy was purchased. Please click here for details.

    * Policy T&Cs apply. As the situation develops, insurance coverage to other destinations are subject to change.

    For the updated list of regions imposed with travel restrictions, Stay-Home Notices and Quarantine Orders, please refer to the Ministry of Health website at www.moh.gov.sg/covid-19.

    Please refer here for a list of plans that provides cover for COVID-19


    Does my Critical Illness Plan (CI) cover COVID-19?

    COVID-19 is not one of the CI conditions covered under our Critical Illness Plans. However, it may cause complications, and if the complications meet the CI definition stated in your policy, it would qualify as a claimable Critical Illness. If the CI plan has Death Benefit, death due to COVID-19 and its complications are covered.


    Travel Insurance - AIA Around the World Plus (ATWP)

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    I bought an annual ATWP Policy, I have a trip to Mainland China in Oct 2020 which was booked before the travel advisory, can I claim for travel cancellation now?

    For annual Around the World Plus Policy purchased and the trip booked before 27 Jan 2020, if travel restriction to Mainland China is still imposed 60 days from the date of the departure, we will cover travel cancellation expenses of the trip provided that the expenses are not covered nor reimbursed by any other party or government scheme.

    Policy conditions apply


    I bought my ATWP policy and booked the trip before the travel advisory is served for the country that I’m travelling to. Can I claim for medical expenses if I go ahead with my trip?

    Yes, the medical expenses will be covered provided they are not covered nor reimbursed by any other party or government scheme.

    Policy conditions apply


    I am a Chinese National with valid pass (i.e. S pass, EP, work permit etc). I am not able to travel back to Singapore from China as scheduled because I have been quarantined, can I claim for the additional charges incurred for change of flight ticket under ATWP policy?

    Yes, the additional charges incurred for change of flight ticket is covered, provided that the expenses incurred are not reimbursed nor covered by any other party or government scheme.

    Policy conditions apply.


    I am a Chinese National with valid pass (i.e. S pass, EP, work permit etc). I am not able to travel back to Singapore from China as scheduled due to lockdown of the place, can I claim for the additional charges incurred for accommodation due to trip extension under ATWP policy?

    The additional expenses incurred for accommodation due to trip extension will be reviewed on a case-to-case basis. We will not cover if the expenses incurred is covered or reimbursed by any other party or government scheme.

    Policy conditions apply.


    I am supposed to travel to England in April 2020. Can I claim for travel cancellation under Around the World policy if England imposes a travel ban to stop Singaporeans from enter the country?

    Travel cancellation is covered if the ATWP policy was purchased and trip was booked before the travel advisory is issued, provided that the expenses incurred are not covered nor reimbursed by any other party.

    Policy conditions apply.


    If the insured happens to have cough and fever while on the flight to Korea, and was not allowed to enter/send back by Korea, can he claim under Around the World Plus policy?

    If the policy was purchased and the trip was booked before the travel advisory to Korea was issued, we will cover the claim under Travel Curtailment provided that the expenses incurred is not covered nor reimbursed by any other party or government scheme.

    Policy conditions apply.


    I work in the public healthcare sector and have been told not to travel now. Can I claim if I cancel my trip?

    No. For public healthcare personnels, all travel cancellation expenses due to COVID-19 will be covered by public healthcare institutions.


    After I purchased ATWP policy and booked the trip to Sarawak, I am told that travellers from Singapore to Sarawak will have to be quarantined for 14 days upon arrival. Can I claim for cancellation of my trip?

    Yes, the cancellation of Trip is covered provided that the news has been announced on a official Government website. We will not cover if the expenses incurred is covered or reimbursed by any other party or government scheme.

    Policy conditions apply.


    MOH has issued a travel advisory for Singaporeans to defer all non-essential travels abroad on 18 Mar 2020 (supercedes the travel advisory issued on 15 Mar 2020). Can I claim for travel cancellation of trip for all destinations?

    We will cover Travel Cancellation or Travel Postponement for ALL destinations, but the date of cancellation has to be within 60 days before the departure date of the Trip. We will not cover Travel Cancellation or Travel Postponement if:

    - Cancellation or Postponement of Trip is more than 60 days from the departure date; or
    - The policy was purchased or the trip was booked on/after 12 Mar 2020; or
    - The expenses incurred is covered or reimbursed by any other party or government scheme.

    Policy conditions apply.


    I bought my policy on 15 Mar 2020 when I booked my trip to Australia in Dec 2020. If Singapore Government lifts the travel advisory for Australia before my travel date, but Australia’s travel restrictions (travel ban or quarantine) for travellers from Singapore is not removed when it’s near my departure date, can I now claim for travel cancellation?

    If Australia’s travel restrictions imposed is due to COVID-19, we do not cover Travel Cancellation since the policy was bought after 12 Mar 2020.

    Policy conditions apply


    I tried to get a refund for my air ticket. The airline said that they can only give me travel vouchers or no refund at all. In this case, will I still be able to claim for my air ticket from my ATWP policy?

    We will not cover the expenses incurred for the air ticket if the value of the travel voucher given is equivalent to the cost of the air ticket. However, we will reimburse the difference if the value of the travel voucher given is lesser than the expenses incurred for the air ticket.

    Policy conditions apply.


    Does Around the World policy covers COVID-19?

    Around the World policy does not cover Trip Cancellation due to COVID-19. However, we cover Medical Expenses and Trip Curtailment when the trip is interrupted due to hospitalisation for COVID-19. Terms and conditions apply.

    Policy conditions apply.


    Personal Accident

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    Can I claim for inpatient/outpatient fees under AIA Solitaire PA and AIA Solitaire PA (II)?

    No. COVID-19 is not an accident, hence it will not be covered under all personal accident policies except for AIA Star Protector Plus. We will include COVID-19 under the list of “Diseases” for AIA Star Protector Plus.


    AIA Healthshield Gold Max

    Following the Ministry of Health’s (MOH) announcement in August 2020, the MOH has now lifted the exclusion in MediShield Life (MSHL) and Integrated Shield Plan IP) coverage for COVID-19 related inpatient costs for patients who travelled against advisory and left Singapore on or after 27 March 2020, from 20 October 2020.

    With the lifting of the exclusion, Insureds under AIA HealthShield Gold Max who are admitted to hospitals for inpatient COVID-19 treatments on/from 20 October 2020 will be allowed to claim under the policy, subject to the policy conditions.

    The above information is published as at 20 October 2020.

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    If the Insured is travelling outside Singapore on/from 20 October 2020, does AIA HealthShield Gold Max pay for admission due to COVID-19 in Singapore or overseas?

    Yes, subject to the policy conditions.


    If the Insured is travelling before 20 October 2020 but under the Reciprocal Green Lane and Special Green Lane Fast / Green Lane arrangements or has been granted the approval for the travel by the MOH, does AIA HealthShield Gold Max pay for admission due to COVID-19 in Singapore or overseas?

    Yes, subject to the policy conditions.


    Will I be able to claim under my AIA HealthShield Gold Max’s Emergency Overseas (Outside Singapore) Medical Treatment Benefit if I’m hospitalised overseas due to COVID-19, having left Singapore from 27 March 2020 in violation of MOH’s travel advisory?

    Yes, provided the Insured is admitted to hospitals for inpatient COVID-19 treatments on/from 20 October 2020, and subject to policy conditions.


    The above information is published as at 20 October 2020.

    CONTACT AIA

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