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Health Services FAQs

1. Who will respond to my calls as an AIA Platinum Cardholder?
Our Health Services will respond to calls received on the AIA Health Services hotline.

2. Is AIA Platinum Card recognized by the hospitals?
AIA Health Services has working arrangements with most private hospitals throughout Malaysia. However, all contact must be made directly between AIA Health Services and the hospital.

3. Is there a waiting period when I can request for the health services?
The guarantee letters are subject to a waiting period of 120 days from the issue date, the eligibility and benefit limit of your plan.

4. What should I do when I have to be admitted for medical treatment?
Refer to the four simple steps at the back of your AIA Platinum Card.

Prior to your admission, contact AIA Health Services to inform them of your admission. Also inform the panel hospital that you have the AIA Platinum Card. You will be required to fill up the necessary documentation and the hospital staff shall assist to send it to Health Services in order for them to process your request. Once there is confirmation of your policy and eligibility, AIA Health Services will issue a guarantee letter to the hospital you will be admitted to enable a smooth admission process. Issuance of guarantee letter is only during working hours.

5. Will the hospital accept my AIA Platinum Card as a guarantee of admission deposits?
The AIA Platinum Card is not a credit card and therefore will not be accepted by the hospital as a guarantee. The card is to facilitate the hospital to recognize you as an AIA policyholder.

6. Do I have to place the admission deposit?
Hospitals may require deposits upon admission given the co-payment of deductible and co-insurance under your plan. The minimum deposits is RM1,000 and this may vary from hospital to hospital, but generally it will be RM1,000 more or less.

7. Once AIA Health Services has agreed to settle my hospital bills, will I still incur any charges?
AIA Health Services will guarantee for the expenses incurred which fall within your policy’s benefit limit. You may be required to pay the deductible and co-insurance amount, any excess charges and charges that are not covered under your policy (telecommunication, extra meals, miscellaneous expenses, service tax, braces, special aids, etc.) Hospitals may require deposit to cover for the deductible and co-insurance and non-covered items under the policy. This is may be refundable upon discharge after deducting the deductible and co-insurance amount and non-covered charges.

8. In an emergency, which hospital should I go to?
In emergency cases, please proceed to the nearest hospital. AIA Health Services will assist to arrange for guarantee letter with the hospital whenever possible.

9. In an emergency where time does not permit to call AIA Health Services, what should I do?
You may be required to place a deposit during admission. This is the standard procedure required by most hospitals. Have your agent or family member contact the AIA Health Services hotline and inform the hospital to arrange the necessary documentation to enable AIA Health Services to process your request.

10. Can I enjoy the privilege of the AIA Platinum Card when I am abroad?
No. The AIA Platinum Card is only applicable to private hospitals in Malaysia . You would need to file a claim directly with AIA for claims incurred overseas.

11. What information is required to be furnished to AIA Health Services?
You will be required to complete a two-page Individual Hospitalization Claim Form. The first page will be the Insured’s details and declaration, and the second page must be completed by your attending doctor. This form can be obtained at the panel hospital, or from your agent or any of AIA branches. The fee charged, if any for the completion of the second page shall be borne by your goodself.

12. How long before my admission must I inform AIA Health Services?
To provide sufficient time for AIA Health Services to process your request, it is better to inform them immediately upon advice of your doctor. As your doctor is required to complete in the second page of the Individual Hospitalization Claim Form, it is best done when you are still in doctor’s clinic.

13. If I am unable to provide the completed forms filled by the doctor, will AIA Health Services still assist to settle my hospital bills?
AIA Health Services would need the documentation to enable them to establish your eligibility. Without that, they will not be able to process your request. Seek assistance from your agent or family members to provide this completed form while you are hospitalized and if confirmation can be obtained prior to discharge, AIA Health Services can still assist to guarantee your hospital bills.

14. How long will it take before AIA Health Services can confirm the settlement of my hospital bills?
The time taken to confirm eligibility would depend on the documentation received. For straight forward cases with complete documentation, confirmation can be given within 1 working day. However, if documentation is not complete and information cannot be obtained, this process may take a longer period.

15. In the event I am discharged before any confirmation can be obtained, what should I do?
Under these circumstances, you are advised to pay and file the claim directly with AIA.

16. Is the performance of the assistance services by AIA Health Services guaranteed?
All assistance services are provided on a best effort basis. In the event of any non-performance of such services, you are advised to pay and file a claim directly with AIA Company, Ltd., to be processed accordingly to the terms and conditions of your covered benefit.

17. Under what circumstances would I have to settle my own hospital bill?
There could be several reasons when you may have to settle your own bills. Just to list a few :

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