---

Getting AIA health insurance and making a claim

If you're considering getting health insurance from AIA, it's crucial to understand the application process, eligibility requirements, and the necessary documentation.

AIA offers a user-friendly online application system and a dedicated customer portal called MyAIA to make the process smooth and hassle-free.

Know your eligibility requirements

Before applying, familiarise yourself with the eligibility criteria set by AIA. The specific requirements may vary based on the policy you're applying for. Take the time to review policy details and consult with an advisor to determine your eligibility.

Apply online at your convenience

The easiest and fastest way to apply for AIA health insurance is through their online system, accessible via the MyAIA customer portal or Kiwi Cover, their partner. The online application typically takes around 10 minutes to complete, starting from the moment you receive a quote.

Documents to have on hand when claiming

To support your claim, you'll need several important documents

• Policy number: This unique identifier ensures that your application is linked to the correct policy.
• Receipts and invoices: PDFs or images of receipts and invoices for any medical expenses you plan to claim. These documents serve as evidence of the services provided and the costs incurred.
• Letter of referral: If your treatment requires a referral from a medical professional, include a referral letter with your application.
• Proof of bank account: If you haven't received previous payments from AIA into your bank account, provide proof of your bank account details.
• Report and quote from a specialist: If your treatment involves a specialist, include a report and estimate or quote detailing the recommended treatment and associated costs.

Prior approval and submitting claims made simple

If you want coverage for a specific treatment before undergoing it, seek prior approval. Submit a claim through the online process described earlier, preferably 5 weekdays or more before the treatment.

To initiate a claim for any of these benefits, you'll need to notify AIA as soon as possible. They facilitate multiple channels for claim submission, including online claims forms, live chat, telephone, or email. You may need to provide supporting documents like medical invoices, prescriptions, or diagnostic reports to substantiate your claim.

Include a medical certificate or letter of referral from your healthcare provider, containing relevant information about your condition and treatment. ACC-related claims might require additional documentation. Prior approval allows AIA to arrange direct payment to providers, subject to the policy excess.

Claim assessment and payment

AIA aims to process and pay claims promptly, usually within 72 to 120 hours. To ensure smooth processing, provide accurate information on your claim form, including the symptoms or condition that necessitated medical attention. Retrospective claims can also be submitted online or through a paper claim form. Required documents for retrospective claims are similar to the initial application, including a medical certificate or letter of referral, and relevant receipts and invoices.

Reimbursement and paying excess

In most cases, AIA directly reimburses treatment providers. If you provide receipts, reimbursement can be made via direct credit to your bank account. Invoices will indicate whether you're required to pay an excess amount. AIA will notify you in writing about the excess payment details, and the treatment provider will usually invoice you for the excess amount after receiving payment from AIA.

Accidents and other claims

For accident-related treatments, keep in mind that ACC (Accident Compensation Corporation) is the primary insurer. If your ACC claim is declined, you can submit a claim to AIA with a copy of the ACC letter stating the reasons for the decline. They may contribute to the treatment costs if ACC has accepted part of the claim. When submitting your claim to AIA, include a copy of the ACC letter outlining their contribution.

Contacting AIA

If you have any questions or concerns, they have a dedicated claims team available to help you. A live chat service is available on their website during the same hours. 

AIA aims to streamline the claims process, ensuring a hassle-free experience for you. Upon receiving the claim, they’ll assess it based on the terms and conditions stipulated in the policy. Once approved, they’ll arrange for direct payment to the healthcare provider, taking into account any applicable excess or deductible. You should familiarise yourself with any stand-down periods or exclusions specific to their policy.