Healthcare functions such as Teleconsult, Find Doctor, Get Medical support, and more are available under Health360 in AIA+. Check out your available function(s) under AIA+ (Health360).
Healthcare services
Healthcare services
If you have granted AIA+ GPS location access, the clinic locator will use your location to suggest the nearest clinics according to your eligible insurance coverage.
Yes, you can. Simply click the "heart icon" next to your preferred clinic to save it to your favorites.
Letter of Guarantee (LOG)
Typically, AIA issues a supply of LOGs to the company HR department. You may approach your company's HR department to request for a LOG before the hospital admission date.
During admission:
- Provide the duly completed LOG form to the admission counter of the hospital
- Sign the MediSave Authorisation Form (applicable to those with Medisave accounts)
- Utilise an Integrated Shield Plan, if any
No, LOGs can only be used at participating hospitals in Singapore and are not valid at any Specialist Clinics.
Yes, signing the form is required if the insured has a MediSave account. This will help minimise cash outlay in the event of escalating hospitalisation charges.
If you have a MediSave account, the use of MediSave will minimise the insured's out-of-pocket payments for any bill charges not covered by the Group Hospital and Surgical (GHS) benefit or the insured's Shield Plan (if any).
This will be subject to the claim amount payable. AIA will first reimburse the hospital and any out-of-pocket payments made by the insured. If there is any remaining balance, AIA will then reimburse the utilised MediSave account.
The LOG service is available at most major hospitals in Singapore.
Note: Admissibility of claims is subject to the terms and conditions of the policy.
Government Restructured Hospitals
- Alexandra Hospital
- Changi General Hospital
- Khoo Teck Puat Hospital
- KK Women's and Children's Hospital
- National University Hospital
- Ng Teng Fong Hospital
- Sengkang General Hospital
- Singapore General Hospital
- Singapore National Eye Centre
- Singapore National Heart Centre
- Tan Tock Seng Hospital
- Woodlands Health
- Institute of Mental Health
Private Hospitals
- Farrer Park Hospital
- Gleneagles Hospital
- Mount Alvernia Hospital
- Mount Elizabeth Hospital
- Mount Elizabeth Novena Hospital
- Parkway East Hospital
- Raffles Hospital
- Thomson Medical Centre
- Aptus Surgery Centre
- Novaptus Surgery Centre
- Starmed Specialist Centre
- HMI Medical Centre
Community Hospitals
- Ang Mo Kio – Thye Hua Kwan Hospital
- Bright Vision Community Hospital
- Jurong Community Hospital
- Outram Community Hospital
- Ren Ci Community Hospital
- Sengkang Community Hospital
- St Andrew's Community Hospital
- St Luke's Hospital
- Yishun Community Hospital
- Ren Ci @ Woodlands (Located within Woodland Health Campus)
Letter of Guarantee (LOG) Plus
LOG Plus is a service where AIA pre-assesses the eligibility of hospital admissions and/or day surgeries and advises the claimable amount under the insured's policy coverage, based on medical information provided prior to the actual event.
This provides customers with peace of mind knowing whether their planned procedure or admission will be covered. Additionally, the estimated claimable amount provided gives customers a better chance to financially plan for their treatment.
LOG Plus is an upgrade to the existing LOG facility.
The existing LOG is a form of credit facility whilst the LOG Plus aims to provide an assessment prior to admission to give an estimated claimable amount.
Key features:
- Enjoy LOG Plus up to policy coverage. LOG Plus is not subject to a usual cap of $10,000. It is based on the reasonable charges and amount claimable under the policy.
- Receive a pre-claims assessment. Customers will be aware of how much the policy can cover and make appropriate financial choices.
- Access cost-effective healthcare. AIA helps to negotiate with doctors in the case of excessive charges.
Insureds under AIA group policies with Inpatient coverage are generally entitled to LOG Plus.
Exceptions only apply to specific policies with special arrangements or companies that do not wish to opt in.
You may approach your company's HR department to confirm the entitlement.
The LOG Plus service is available at most major hospitals in Singapore.
Note: Admissibility of claims is subject to the terms and conditions of the policy.
Government Restructured Hospitals
- Alexandra Hospital
- Changi General Hospital
- Khoo Teck Puat Hospital
- KK Women's and Children's Hospital
- National University Hospital
- Ng Teng Fong Hospital
- Sengkang General Hospital
- Singapore General Hospital
- Singapore National Eye Centre
- Singapore National Heart Centre
- Tan Tock Seng Hospital
- Woodlands Health
- Institute of Mental Health
Private Hospitals
- Farrer Park Hospital
- Gleneagles Hospital
- Mount Alvernia Hospital
- Mount Elizabeth Hospital
- Mount Elizabeth Novena Hospital
- Parkway East Hospital
- Raffles Hospital
- Thomson Medical Centre
- Aptus Surgery Centre
- Novaptus Surgery Centre
- HMI Medical Centre
Community Hospitals
- Ang Mo Kio – Thye Hua Kwan Hospital
- Bright Vision Community Hospital
- Jurong Community Hospital
- Outram Community Hospital
- Ren Ci Community Hospital
- Sengkang Community Hospital
- St Andrew's Community Hospital
- St Luke's Hospital
- Yishun Community Hospital
- Ren Ci @ Woodlands (Located within Woodland Health Campus)
We recommend the request to be submitted at least 3 working days in advance of any planned surgery/admission to allow AIA time to review the request. We cannot consider LOG Plus for a surgery/admission that has happened in the past (i.e. the insured has already been discharged) or if the admission is more than 14 days later.
You can obtain the 'Request for Letter of Guarantee (LOG) Plus' form which is available in the Information Library in AIA+ after login.
For admission/day surgery in a Private Hospital, please ask your attending doctor to complete Part II of the 'Request for Letter of Guarantee (LOG) Plus' form.
For admission/day surgery in a Restructured hospital, please submit the Hospital Admission Form / Admission Authorisation Form / Hospital Financial Counselling Form (this can be obtained from the hospital directly).
AIA may request for Part II of the 'Request for Letter of Guarantee (LOG) Plus', if required.
Upon receipt of the completed documents, we will review and provide an update within 3 working days. The review period will take longer if further clarification is required from the hospital/doctor and depends on when the required information can be presented.
If the request has been approved, the LOG Plus will be sent to the hospital and copied to the employee.
If the request is from HR/Broker/Agent, a separate email will be sent to update them on the outcome. A copy of LOG Plus will not be shared with the HR/Broker/Agent in view of confidential information.
If the incurred bill exceeds the LOG Plus amount, the hospital will advise the insured on the payment required and/or deduction from MediSave.
After discharge, the hospital will send the final hospital bill to AIA. Upon receipt of the final bill from the hospital, AIA will settle claims directly with the hospital, up to the approved amount under the LOG Plus.
If the request has been rejected, the employee will be notified in due course.
If the request from HR/Broker/Agent has been rejected, a separate email will be sent to the HR/Broker/Agent to update them on the outcome.
The insured will need to settle the bill and submit the claim for reimbursement with complete claim documents for assessment.
Rejection of LOG Plus does not necessarily mean that the claim is not payable.
No, as there may be additional findings, new information included or adjustment to the charges when the final bill is submitted to AIA. AIA has the right to reassess the claim.
In the event of an emergency, we recommend the insured to proceed with the necessary treatment to avoid any serious health consequences. The insured can submit the request and required information as soon as possible for our review. We will then assess if the LOG Plus may be issued.
You will need to inform the Hospital to:
- complete the "Letter of Guarantee Top-up" Form by giving details on the higher LOG amount requested; and
- provide the interim summary bill (for Restructured Hospitals) or the interim summary and itemised bills (for Private Hospitals); and
- email the above required information to AIA Contact at sg.eb.logrequests@aia.com for review
Upon receipt of the completed documents, we will review and provide an update within 1 working day. The review period will take longer if further clarification is required from a hospital/doctor and depends on when the required information can be presented.
Some possible examples include:
- The policy coverage does not provide full cover e.g. due to limits/deductible/coinsurance etc.
- There are charges not covered under the policy e.g. GST, excluded items
- The charges are considered excessive as compared to benchmarks
- Treatment is due to policy exclusion
- There are potential pre-existing conditions
- Incomplete/insufficient information has been submitted
- Further investigation/clarification is required regarding the charges/medical information and there is insufficient time for the hospital/doctor to respond
- The policy has outstanding premiums/shortfall
- The patient has already been discharged
The above list is non-exhaustive. AIA has the right to assess each case based on its merits.
Managing my insurance
You can view your dependants by accessing the Dependants section either via the Profile Icon on your (Dashboard) and/or under your Portfolio (Quick Links).
You will be able to view personal policies where you are the Policy Owner, as well as Corporate Insurance that you are covered by.
Method 1: From the Candy Button on the Dashboard
- Log in to AIA+.
- On your dashboard, locate the row of icons under the banner.
- Tap eDocuments to view your available eDocuments.
Method 2: From the Notification Bell
- Log in to AIA+.
- Tap the notification bell icon at the top of your dashboard.
- Select the relevant eDocuments notification to view the eDocument.
Managing my claims
After logging in to your AIA+ account, you may go to the Information Library and navigate to the Claims tab to retrieve the required claim forms. Alternatively, please use eClaim via AIA+ if it is available to you.
The claim will be processed upon full receipt of the complete set of original hard copies required. You may send the documents to our mailing address:
Corporate Solutions Claim Department
AIA Singapore Private Limited
3 Tampines Grande
AIA Tampines #07-00
Singapore 528799
Alternatively, please log in to AIA+ for eClaim submission if it is available to you.
Please complete the Group Hospital & Surgical Claim Form and attach it with all original documents (Bills, medical reports, etc.), and submit to us for our further review.
- Duly completed GHS Claim Form Part I, II and/or III
- For Government Restructured Hospital Admission
- Bills LESS than $1,000 – A Copy of Inpatient / Day Surgery Discharge Summary is required
- Bills MORE than $1000 - Part III (Attending Doctor's Medical Report) is required
- Original Final Summary & Itemised Hospital Bills, with zero amount due as well as the final mode of payment(s).
- Original Pre/Post-Hospitalisation Medical Bills
- To provide English translation, where possible, for any non-English documents / medical bills
- Copy of the settlement letter if the bill is covered by another insurer or integrated Shield plan
For Private Hospital, Part III of the GHS Claim Form is required
(* Please note that AIA might request Part III of the GHS Claim Form for selected admission if further information is required)
- Completed Outpatient Claim Form
- Original outpatient medical bills
- A copy of the Referral Letter if insured is claiming the first time for a new medical condition.
- A copy of the prescription letter for prescribed medications
For subsequent claims, the insured may indicate the Diagnosis and attach a copy of the appointment card / specialist memo.
- Duly completed GHS Claim Form Part I, II
- Copy of Tax Invoice
- Copy of doctor's report / third party claim form with doctor's report
- Copy of the settlement letter from the third party
- Claimants may claim from both Workmen Compensation and Group claims
- All work-related accident claims must be submitted to Workmen Compensation as per MOM requirements and the Group H&S contract (see below)
- Any excess medical liability that is not covered by Workmen Compensation can then be submitted to AIA Group claims
Part IV Section A Limitations:
When an Insured Member is entitled to benefits payable under the Employee's Compensation legislation, any government or public programme of medical benefits, or other group or individual insurance, the benefits payable under this Policy shall be limited to the balance of expenses not covered by benefits payable under such legislation, programme or other insurance, or that computed in accordance with the Policy Schedule of this Policy, whichever is less.
Essential documents for claims submission:
a) Duly completed GHS Claim Form Part I, II
b) Copy of Final Tax Invoice
c) Copy of doctor's report
d) Copy of the settlement letter from Workmen Compensation
1) Completed Outpatient / GHS (Part 1&2) Claim Form (need to indicate the claim for "Outpatient Cancer" etc.)
2) Original Final Tax Invoices
- Overseas Accidental Claim Form (Part 1, 2), with clear details of accident circumstances, date, and time
- Original Final Tax Invoices
- Doctor's report / memo
If, as a result of an Accident and within twenty-four (24) hours following such an Accident, an Insured Member shall require emergency outpatient treatment in the Outpatient Department of a Hospital or at a Registered Medical Practitioner's office and require follow-up treatment within thirty-one (31) days thereafter, the Company shall pay the actual charges made but not exceeding the maximum Emergency Outpatient Treatment Benefit set forth in the Policy Schedule. The maximum benefit shall be included in the total of the maximum Other Hospital Services Benefit.
Please submit original bills and complete the GHS Claim Form with the following details:
- Accident date
- Brief description of how the accident occurred
- Extent of injury
- Duly completed WI Claim Form (If submitted together with GHS, the WI Claim Form can be waived)
- Medical report and/or hospitalisation bills
- Medical certificates (MC)
- If death benefit is under Term Life:
- If death benefit is under GHS:
a) Duly completed death claim form
b) CTC of death certificate, endorsed by member's HR
c) Post mortem report (if any)
d) Police report (if cause of death is due to accident)
e) For overseas deaths – all documents to be translated into English
a) GHS Claim Form (Part 1, 2, 3)
b) CTC of death certificate, endorsed by member's HR
Log in to AIA+ and go to 'Submit Claims'. After completing the required details, review the 'Important Notes' and 'Declaration and Authorisation' and tick the box to confirm your agreement. Click 'Submit' to proceed with the submission process.
When you are prompted in AIA+ to submit a copy of your tax invoices, you are required to upload a clear digital copy of the relevant invoice (s) as part of your claim submission. Accepted formats include .pdf, .png, or .jpg, and the total file size must not exceed 10MB per submission. You do not need to submit the original tax invoices, but you must retain them for at least 180 days from the date of expense incurred for the purpose of future clarifications and/or audits.
If you are not prompted to upload any documents during your eClaim submission via AIA+, you are required to submit all relevant original medical documents, such as:
- Original Final Tax Invoices
- Referral letters
- Prescriptions
- Confirmation slip generated on the last page of the eClaims process.
- Any other supporting documents that may assist in the review and assessment of your claim.
These documents must be submitted to AIA within 30 days from the date the expense was incurred in order for your claim to be assessed.
Medical underwriting
Underwriting is the process of determining the evidence of insurability of the insured member. Depending on age, sex, amount of insurance and medical history, medical examination may be required in addition to the completion of the Health Declaration and Enrolment Form.