We understand what our customers need at different moments. We pledge to process services that matter to customers according to these standards:
| Service | Service Pledge | |
|---|---|---|
| Underwriting | Provide preliminary underwriting decision for new policies submitted via e-Application | 2 working days |
| Policy Service | Complete processing of online self-requests submitted via AIA+ mobile app/ web version (fund switching*, policy loan, policy value withdrawal, e-Advice registration, e-BankIn registration, change of contact information) *The cut-off time for submitting fund switching instruction is 9:00p.m. ( except Saturday and Public Holidays). If an instruction is submitted after 9:00p.m., it will be treated as having been submitted on the succeeding business day (excluding Saturday) |
Processed within same day |
| Claims | Provide preliminary claim decision for group medical claims submitted via AIA+ mobile app/ web version or Employee Care Application | 3 working days |
| Provide response to booking request for panel doctor received via AIA+ mobile app/ web version and hotline | 4 working hours | |
| Provide response to Medical Expense Pre-approval for outpatient and inpatient services | 2 working days |