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My AIA App User Guide 2105

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0% found this document useful (0 votes)

110 views271 pages

My AIA App User Guide 2105

Uploaded by

talibarut1991

We take content rights seriously. If you suspect this is your content, claim it here.

Available Formats

Download as PDF, TXT or read online on Scribd

You are on page 1/ 271

My AIA app

User Guide

Updated in February 2023

The content of this User Guide will be updated from time to time.
AIA confidential and proprietary information. Not for distribution.
MENU 01 FUNCTIONS OVERVIEW
Slide 3 - 5
02 REGISTRATION
10 DIGITAL HEALTH (CORPORATE)
Slide 52 - 79
11 PANEL RATING
AIA VITALITY
17 AIA VITALITY DASHBOARD OVERVIEW
Slide 210-211
Slide 6 - 14 Slide 80 - 86 18 AIA VITALITY ASSESSMENT
03 FIRST TIME LOGIN Slide 212-223
Slide 15 - 20 CORPORATE MEMBER & INDIVIDUAL 19 LINK DEVICES/APPS
04 SUBSEQUENT LOGIN 12 GUARANTEE/ REFERRAL LETTER Slide 224-229
Slide 21 - 24 Slide 87 - 124 20 AIA VITALITY WEEKLY CHALLENGES
05 PANEL LOCATOR Slide 230-232
13 SUBMIT E-CLAIMS
Slide 25 - 31 21 E-CARD
Slide 125- 148
06 INBOX MESSAGES
Slide 233-236
Slide 32 - 34 INDIVIDUAL 22 REWARDS
00
CORPORATE MEMBER 14 INDIVIDUAL POLICIES Slide 237-245
07 PRE-REGISTRATION @ PANEL Slide 149 -176
CLINICS/ VISIT A DOCTOR 15 ONLINE PAYMENT FINANCIAL HEALTH CHECK
MY AIA APP

Slide 35 - 42 Slide 177 -181 23 FINANCIAL HEALTH CHECK (FHC)

08 MEDICAL BILL 16 DIGITAL HEALTH (INDIVIDUAL) Slide 246-271
Slide 43 - 45
Slide 182-209
09 EMPLOYEE BENEFITS & UTILISATION
Slide 46 - 51
menu

01 FUNCTIONS  Functions Overview

OVERVIEW
MY AIA APP

my1a1p.customer app.2020
menu FUNCTIONS OVERVIEW

Menu Icon Ad-Hoc Notifications

Contains sub View messages and get the
functions latest updates from AIA here Highlights
Apart from latest
information and updates
from AIA, customers will
receive personalised
offers in this section

assessment.
Main Navigation • View a summary of their
current protection gaps
Fixed navigation and speak to a Life
buttons to allow quicker Planner to further
access to functionalities understand what
for customers products/offerings are
available to them.
menu
FUNCTIONS OVERVIEW

Tap
Menu Icon
Contains sub
functions

01
MY AIA APP
menu

02 REGISTRATION
 Entry point
 Steps to Register
MY AIACUSTOMER
MYAIA APP APP

my1a1p.customer app.2020
menu
ENTRY POINT REGISTRATION

02
Tap on the “Register here” to proceed
MY AIA APP
menu
STEPS FOR REGISTRATION
STEP 1 STEP 2 STEP 3 STEP 4

POLICY NUMBER CREATE ONLINE PROFILE

1. Key in User ID
Key in Policy / Certificate/
2. Key in Password
Account / Membership Number
3. Key in Password again to
Note: For AIA Corporate
Confirm Password
Members:
4. Key in Email
Please key in NRIC / Passport
5. Check boxes to agree to
number
Terms of Use
IDENTIFICATION NO.
Key in NRIC / Company No. /
02 Others
eg. Passport no., military ID, etc

Tap on next
MY AIA APP

Note:
All policy roles (Owner, Insured, Covered
Member, Payor) can register as MY AIA user.

However, some information / pages are Tap To STEP 3

accessible based on the policy role(s) of the
policy.
STEPS FOR REGISTRATION
STEP 1 STEP 2 STEP 3 STEP 4

VERIFY YOUR INFORMATION COMPLETED

Registration is successful.
Confirming information.
You will receive an email on
Please verify if the registered your successful registration.
mobile number is correct for
you to receive the 6-digit
verification code.

To add / edit mobile number,

click here – STEP2A

02 VERIFICATION CODE

Key in the verification code that

was sent to your registered
MY AIA APP

mobile number.
menu
STEPS FOR REGISTRATION ( EDIT/ ADD CONTACT)
STEP 1 STEP 2 STEP 3 STEP 4

To add / edit mobile number

In STEP 3, click on the

here hyperlink to edit your
mobile number.

Tap to STEP 3A (refer next slide)

02
MY AIA APP
menu
STEPS FOR REGISTRATION ( EDIT/ ADD CONTACT)
STEP 1 STEP 2 STEP 3A STEP 4

UPDATE / EDIT MOBILE NO. UPDATE YOUR MOBILE NO.

Answer the 2 verification Select your country code.

questions correctly.
Key in your mobile no.
e.g. if your mobile no. is 012
1231234, key in 12 1231234
Owner identification number is
required for verification.

02
The payment frequency of the policy Tap to STEP 3B
is used for this registration.
MY AIA APP

Tap on next
menu
STEPS FOR REGISTRATION ( FATCA )
STEP 1 STEP 2 STEP 3B STEP 4

VERIFICATION CODE
Submit and go Key in the Verification Code
back to STEP 3 to that was sent to your latest
key in Verification mobile number
Code.
Note: The OTP will be sent
02 to your new mobile number
and a notification will be
sent to your old mobile
number.
MY AIA APP

Tap To STEP 4

FATCA & CRS DECLARATION For owner role only, the contact details will be updated on their
Complete the FATCA & CRS declaration to proceed respective individual policies + MY AIA profile.
(for owner role only). Other roles do not need to go Other than owner role, the contact details will be updated on the
through FATCA & CRS declaration. MY AIA profile only.
STEPS FOR REGISTRATION
STEP 1 STEP 2 STEP 3 STEP 4

COMPLETED
Registration is successful.

You will receive an email on

your successful registration.

02
MY AIA APP
STEPS OF REGISTRATION FOR EXISTING MY AIA USERS

• For users who already have an existing My AIA account or have already downloaded the My
AIA app, they don’t have to register again.

• They are required to download / update their My AIA App to the latest version and login using
same My AIA user ID and password.

02
MY AIA APP
menu

03 FIRST TIME  Entry point

 Steps for first time login

my1a1p.customer app.2020
menu
ENTRY POINT FIRST TIME LOGIN

Note
All policy roles (Owner, Insured,
Covered Member, Payor) can login
to MY AIA App.

However, some information/

pages are accessible based on
policy role(s) of the policy.

Tap To Login

03
MY AIA APP

EDIT CONTACT DETAILS

Once user has edited/
updated the contact
details, proceed to the
Foreign Account Tax
Compliance Act (FATCA)
and Common Reporting
Standard (CRS)
declaration
(applicable to owner
03 To edit contact role only)
details, tap on
blue text link
MY AIA APP

If contact details correct,

click Next to main dashboard
menu
STEPS TO FIRST TIME LOGIN
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

FATCA/CRS Declaration
Complete the Foreign Account Tax
Compliance Act (FATCA) and
Common Reporting Standard (CRS)
declaration to proceed
(applicable to owner role only)
Other roles need not go through
FATCA & CRS declaration
03

For owner role only, the contact details will

MY AIA APP

be updated into their respective individual

policies besides MY AIA profile
Other than owner role, the contact details
will only be updated into MY AIA profile
menu
STEPS TO FIRST TIME LOGIN
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5

VERIFICATION CODE TERMS & CONDITION

Key in verification code Check on the box to continue
sent to registered with login process
mobile number

03
MY AIA APP
menu
STEPS TO FIRST TIME LOGIN
STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 STEP 6 STEP 7

03
LOGIN VIA FINGERPRINT LOGIN VIA PIN
CODE (OPTIONAL)
MY AIA APP

Option to turn on/enable set up 6-digit

fingerprint access PIN access

Tap to proceed to
Main Dashboard
menu

04 SUBSEQUENT  Steps for subsequent login

 Forgotten User ID & Password

my1a1p.customer app.2020
menu
ENTRY POINT LOGIN

or or or

Tap To
SPLASH SCREEN proceed
04
MY AIA APP

Face ID login Biometric login Pincode login Username and password login
Key in Pincode Key in User ID & Password
menu
ENTRY POINT LOGIN – FORGOT USER ID & PASSWORD

Tap To
proceed

Note: Click Contact

Us in the event if
04 user’s registered
email/mobile
number is no
longer valid
MY AIA APP

LOGIN PAGE Key in Identification No Option to receive password link

NRIC, Company reg.no or select select to receive reset password link via
Others to key in passport no., old IC registered My AIA Email or SMS
menu
ENTRY POINT LOGIN – FORGOT USER ID & PASSWORD

Tap on link to
reset password
04
MY AIA APP

Tap To Confirm

Received SMS / Email Key in new Password

05 PANEL  Entry point

LOCATOR
 View AIA Panel Locator
MY AIA APP

my1a1p.customer app.2020
menu
ENTRY POINT PANEL LOCATOR

Menu icon
Entry Point
Entry to Sub Menu AIA Panel Locator

05
MY AIA APP
menu
VIEW AIA PANEL LOCATOR
Android iOS

Tap Activate location

05
Allow to locate panel
clinic & hospital Tap
within 25KM of your
MY AIA APP

current location
menu
VIEW AIA PANEL LOCATOR
Default shows Map View

Tap to show
Search Feature
User able to search by
- Key in panel
provider name
- Key in Diagnosis
- Select State

05
MY AIA APP

Tap to show Good to

Tap to show List View Know
menu
LIST VIEW AIA PANEL LOCATOR

Tap to go
back to Map
View

Choose
Type of
Provider Tap for Panel
Details
List View
Displays
05 - Panel Name
- Address
- Policy Entitlement
AIA APP APP

- Distance (KM)
CUSTOMER
MYAIAMY
menu
SEARCH VIEW AIA PANEL LOCATOR

Search Feature Search Results

Type in the List of

diagnosis or recommended
provider name providers
based on the
Select the diagnosis
state

List of Tap for

information
diagnosis
of the Panel
appears based
05 on search term
AIA APP APP
CUSTOMER
MYAIAMY
menu
SEARCH VIEW AIA PANEL LOCATOR

Search Feature

Type in the
diagnosis or
provider name Filter results
by selecting
Select the Town
state

List of diagnosis
appears based
on search term
05 Search Results
List of diagnosed
List of
body part
AIA APP APP

recommended
appears based
providers based
on search term
CUSTOMER

on the diagnosis
MYAIAMY
menu

06 INBOX  Entry point

 Steps to view inbox messages

MESSAGES
MY AIACUSTOMER
MYAIA APP APP

my1a1p.customer app.2020
menu
ENTRY POINT INBOX MESSAGES

Tap on the bell icon to

view inbox

06
AIA APP APP
CUSTOMER
MYAIAMY
menu
VIEW INBOX MESSAGES

Message counter
The counter
indicates how
many unread
messages you have
in each message
category

06
AIA APP APP
CUSTOMER
MYAIAMY
menu

PRE-
07 REGISTRATION @ 

Entry Point for Pre-registration
Steps for Pre-registration
PANEL CLINICS /  Entry Point Panel Visit
APP

 View your Past and Active Panel Visit

VISIT A DOCTOR
MY AIACUSTOMER
APP

Applicable for AIA Corporate Members

MYAIA

only

my1a1p.customer app.2020
menu
ENTRY POINT FOR PRE-REGISTRATION/ VISIT A DOCTOR
To pre-register for a
doctor’s consultation,
users can click on the
“Visit a doctor”
quick link

Entry Point @
Main Dashboard Slide down to choose
between All, Principal or
Dependant cards

07
MY AIA APP
menu
STEPS FOR PRE-REGISTRATION/ VISIT A DOCTOR
STEP 1 STEP 2 STEP 3

Tap
Show List
Slide up to
view the full
listing of
panel clinics/
07 hospitals
within 25KM
AIA APP APP
CUSTOMER
MYAIAMY
menu
STEPS FOR PRE-REGISTRATION/ VISIT A DOCTOR
STEP 1 STEP 2 STEP 3

CHANGE CARD
By selecting CHANGE CARD, user will be directed
back to the e-card dashboard where they can
select a different medical card to pre-register for a
doctor’s appointment.

07
AIA APP APP
CUSTOMER
MYAIAMY

Tap to proceed to the next step

menu
STEPS FOR PRE-REGISTRATION/ VISIT A DOCTOR
STEP 1 STEP 2 STEP 3

COMPLETED
Pre-registration is successfully
completed

Here is the transaction number

TAP TO RETURN TO THE
07 E-CARD DASHBOARD
CANCEL VISIT
AIA APP APP

User can choose to cancel a visit.

Once cancelled, the pre-
CUSTOMER

registration will be removed and

return to e-card dashboard
TAP on blue text link
MYAIAMY
menu
ENTRY POINT YOUR PAST AND ACTIVE PANEL VISIT

Entry Point @
E-CARD Dashboard

07
AIA APP APP

VISIT A DOCTOR
CUSTOMER
MYAIAMY
menu
VIEW YOUR PAST AND ACTIVE PANEL VISIT

Tap to view
the details

Summary
View the panel visit
pre-registration
details
07
AIA APP APP
CUSTOMER

Display
navigation app
options
MYAIAMY
menu
VIEW YOUR PAST AND ACTIVE PANEL VISIT

Tap to view details

Summary
07 User can view their past
panel visits from the last
12 months
AIA APP APP
CUSTOMER
MYAIAMY

Tap to view the medical bill for this

panel visit

To be continued @
Medical Bill Module
menu

08 MEDICAL  Entry point

 View Medical Bill

BILL
MY AIACUSTOMER APP

Applicable for
APP

AIA Corporate Members

only
MYAIA

my1a1p.customer app.2020
menu
ENTRY POINT MEDICAL BILL

Option A:
Option B:
Entry Point @
Entry Point @
E-CARD DASHBOARD
PLAN & CLAIM
DASHBOARD

VISIT A DOCTOR
MY AIA APP
menu
VIEW YOUR MEDICAL BILL

Summary
Will show the full medical bill
details based on the visit

08
MY AIA APP
menu

9 EMPLOYEE  Entry point

 View your Employee Benefit

BENEFITS &
MY AIACUSTOMER APP

UTILISATION
MYAIA APP

Applicable for AIA Corporate

Members only

my1a1p.customer app.2020
menu
ENTRY POINT EMPLOYEE BENEFIT & UTILISATION

Swipe left/right here to choose between your

Individual or Employee Benefits policy(s).

09
MY AIA APP

Entry Point @
Main Dashboard
menu
VIEW YOUR EMPLOYEE BENEFIT & UTILISATION

Tap to view your benefit detail

Summary
09 Full summary of benefit and utilisation will be displayed
based on the plans selected
MY AIA APP
menu
VIEW YOUR EMPLOYEE BENEFIT & UTILISATION
Continued

Tap to view benefit & utilisation

Employee Benefit Summary

Full summary of policy details
as well as employee and
dependant’s basic info
09
MY AIA APP
menu
VIEW YOUR EMPLOYEE BENEFIT & UTILISATION

Swipe left/right here view all your

benefit & utilisation

Tap to view utilisation

09
MY AIA APP
menu
VIEW YOUR EMPLOYEE BENEFIT & UTILISATION

Filter based on
- Claimant’s Name
- Type of benefit

09
Tap to view medical bill
MY AIA APP
menu

10 DIGITAL  Entry Point

Online Consultation
HEALTH

 E-prescription
Applicable for AIA Corporate  Profile & Settings
Members only
MY AIA APP

my1a1p.customer app.2020
DIGITAL HEALTH
01: Entry Point to Digital Health

AIA confidential and proprietary information. Not for distribution.

menu ENTRY POINT TO DIGITAL HEALTH

Entry Point into the

Digital Health page

10 A pop-up
message will
appear. Tap
Proceed

Tap here to go into the

MY AIA APP

Digital Health page

54
menu ENTRY POINT TO DIGITAL HEALTH

Once the form has been

completed you will need
to tap to accept the
terms & conditions and
MY AIA APP

the Register button will

become active Tap on Register to complete

Please fill in all the information

55
DIGITAL HEALTH
02: Part 1 - Request for Consultation

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

Tap on a doctor
2 to view their
profile

1
10
Tap on Doctors
card to see the
list of available
doctors
MY AIA APP

Once you have

decided on the
doctor, Tap “Request 3
chat now”

57
menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

Select the right

eMedical card to
be used
4
10
MY AIA APP

You will receive a

confirmation screen
upon success. Tap on
5 “Done” to return to
the dashboard

58
menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

You will receive notifications on

your phone regarding consultation
and prescription updates
(please ensure your notifications have been turned
on for this application)

Tap here to see past

6
chat history or current
chat messages
Tapping on the notification will
bring you to the chatroom
8
10

7
MY AIA APP

You can see chat status,

past chat messages,
reply or even cancel
chats from this screen

59
DIGITAL HEALTH
03: Part 2 - Chat Features

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Chat with your doctor and

provide the necessary
required information 3

If it has been
successfully
uploaded, it
will appear in
10 4
Tap on the “Microphone” the chatroom
button to send a voice clip
1

2
Tap on the “Camera” icon will
MY AIA APP

allow you to upload photos

taken from your mobile device
or take a photo to help the
doctor better understand your
condition

61
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Key in your name

and tap “Check In” 6
button Please make
10 sure you
“Allow” the
settings to
speak to and
7
A doctor may request view the doctor
for video consult gather
MY AIA APP

more details regarding

you condition or you
5
can start a video
consult. Tap on the
“Video Camera” button.

62
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Chat with your doctor

and provide the
necessary required
9
information

Tap on “Red Phone” icon

10
to end the video call.

As this is third party

service, you will need to 11
The video call
8 reopen your My AIA app
with be initiated
to view your
MY AIA APP

ePrescription should the

doctor have prescribed
medication.

You may also wait for notification

10 updates from the doctor and tap on
them to complete the next step.

63
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4
You can tap on “End Session” to
end the consult with the doctor

12 Tap on “Doctor’s Profile” to view

the doctors personal information
Tap on the “…” icon 13
to open up
additional features Tap on “My Biodata” to manage
14
your personal biometric data such
15 as height, weight, allergies
10 16 Tapping “E-
Prescription/Medication Record”
17 to view current and past
prescriptions from this doctor

By tapping on “Report Abuse” you

MY AIA APP

can email a complaint regard the

service

64
DIGITAL HEALTH –
04: ePrescription & Delivery Method

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: ePrescription & Delivery Method
STEP 1 STEP 2 STEP 3 STEP 4

Once complete and you require

medication, you will receive an
ePescription from the doctor.

Tap on the notification, it will bring

10 you to the respective
ePrescription to start the next
step.
MY AIA APP

Tap “Choose Delivery

Method”
2

66
menu DIGITAL HEALTH: ePrescription & Delivery Method (Door Step Delivery)
STEP 1 STEP 2 STEP 3 STEP 4

You may choose

between either
delivery method
3
Tap on “Door Step If you do not have a
Delivery” delivery address saved,
you tap “Edit” or “Add
10 Address” before
continuing.
MY AIA APP

Tap “Next” to continue.

67
menu DIGITAL HEALTH: ePrescription & Delivery Method (Door Step Delivery)
STEP 1 STEP 2 STEP 3 STEP 4

If there are updates regarding your

You will receive a delivery, you can tap on the “Check
confirmation once status” on the prescription to see the
complete. Tap on the details
5
“Notification” to proceed
to the ePrescription screen
6
You will be able to see updates on
delivery status here and also receive
10 notification on your app

7
MY AIA APP

68
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

10 Select an outlet to collect your

medication from or search for a
specific outlet to collect from
MY AIA APP

Tap “Confirm Self Collection

5 Location” to continue

69
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

7
A pop-up message to confirm
You will receive a confirmation
10 the location selected or to
screen with the details.
continue tap “Proceed”

6
MY AIA APP

Tap on “Done” to
8 return to the main
dashboard

70
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

You can view past and

current ePrescriptions
here. Tap on one to
show the details

10 10
11
To view
ePrescriptions
tap on this card
9 below the E-
MY AIA APP

Prescription title
Upon collecting your
prescription you will
need to show your
ePrescription QR code

71
DIGITAL HEALTH –
05: Notifications

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Notifications

1
2 3

10
MY AIA APP

4
Tap on the “Bell” icon Tap on “General”. Your latest notification Alternatively, you will
on the top right to view will appear at the top. receive notification on
notifications. Tap on a notification to your mobile device
see the details provide notification
have been turned on.

73
DIGITAL HEALTH –
06: Profile Management & Settings

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Scroll to the bottom to view

your Profile & Settings cards

10 2 2 2
MY AIA APP

Here you can view and edit your biodata, delivery address and view past transactions,
swipe to view the respective card and tap on it to see the details.
*If you are covered under a corporate solutions policy, your transactions history will be visible under your medical bills 75
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Scroll to see your

details and tap on “Edit
Biodata” to make
updates

Tap on the field, update

MY AIA APP

the information and tap

on “Save Biodata”
3

Tap on the card or arrow to

interact with the card 76
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

You can tap on the

specific field to see the
past updates of your
biodata
10
MY AIA APP

You will return to the

updated biodata screen 77
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Your past
addressed will be
displayed for
reference
(should you have saved one
previously)

3
Your updated
Update the
address will be
respective fields.
MY AIA APP

reflected on the
Tap on “Save
4 Profile & Settings
Address” to
screen
confirm
5

Tap on the card or “Edit” button

to interact with the card 78
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

For members with

5
corporate policy
Your Digital
coverage, you may
Health medical
view your
bills can be found
transaction history
together with all
within your
GP transactions
medical bills
10

3
MY AIA APP

Tap on “Here” to
bring you to the
medical bill screen

Tap on the card or arrow to 4

interact with the card 79
11 PANEL 

Entry Point
Rate Experience

RATING
MY AIA APP

my1a1p.customer app.2020
DIGITAL HEALTH
01: Entry Point to Panel Rating

AIA confidential and proprietary information. Not for distribution.

menu ENTRY POINT TO PANEL RATING
A push notification will sent to your device, tapping on it and
it will bring you to the message

Tap on the “Bell”

icon on the top right
to view notifications.
11
MY AIA APP

82
DIGITAL HEALTH
02: Part 1 – Rating Your Experience

AIA confidential and proprietary information. Not for distribution.

menu RATING YOUR EXPERIENCE

Scroll to the bottom

of your medical bill

Select the rating you

11 2
would like to provide

3 Select relevant categories

Tap on “Rate Your that you found positive or
Experience” to share negative
MY AIA APP

your feedback
1
Type in additional
4
comments or notes you
would like to share

Tap “Submit” to
5
complete 84
menu RATING YOUR EXPERIENCE

You will receive a

successful message
once the feedback
has been submitted

11
Tap on “Done” to
return to the
6 dashboard
MY AIA APP

85
menu RATING YOUR EXPERIENCE

Tap on the
notification to view
the full message

11
MY AIA APP

A reminder will be Tap on “Rate Now” to

sent if no response is share your feedback
received

86
menu

12 GUARANTEE / 

Entry point
View your GL/RL

REFERRAL
 Entry point to request GL
APP

 Begin Request
Specialist Care, First Time Visit
MY AIACUSTOMER

LETTER
 Direct Access Flow
APP

 Post Hospitalisation GL
 Notifications
Duplicate Checking
MYAIA

Applicable for AIA Corporate Members 

 Error Messages
only

my1a1p.customer app.2020
menu
ENTRY POINT GUARANTEE / REFERRAL LETTER

Option B:
Option A: Entry Point @
Entry Point @ E-CARD
Main Dashboard Dashboard

VISIT A DOCTOR
MY AIA APP
menu
VIEW YOUR GUARANTEE / REFERRAL LETTER

Guarantee Letter
Issued guarantee letter will be
shown based on visitation

12
MY AIA APP
menu
VIEW YOUR GUARANTEE / REFERRAL LETTER

Referral Letter
Referral letter will be shown based
on visitation

12
MY AIA APP
REQUEST FOR GUARANTEE LETTER –
01: Entry Point to Request for GL

AIA confidential and proprietary information. Not for distribution.

menu ENTRY POINT TO REQUEST FOR GUARANTEE LETTER (GL)

Entry Point into the

Guarantee Letter page

12
MY AIA APP

Click here to go into the

Request for Guarantee
Letter page

92
REQUEST FOR GUARANTEE LETTER –
02: Part 1- Begin Request

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Part 1- Begin Request
STEP 1 STEP 2 STEP 3 STEP 4

Enter the Appointment Date.

It can only be 7 calendar days from
today’s date.

1 Select the name of the person this

Guarantee Letter is for.
If it is for you, select your own name.
2 If it is for your dependent, then select
12 your dependent’s name.

Select the type of Guarantee Letter you

3
are requesting for. If you are unsure on
the different types of GL you are entitled
to, click on the link to learn more about
4
them.
MY AIA APP

Click here to know more

about the different Choose your company name
Guarantee Letter types. (of this Employee Benefit) from
the dropdown selection.

Online Form for Guarantee Letter request 94

menu REQUEST FOR GL: Part 1- Begin Request
STEP 1 STEP 2 STEP 3 STEP 4

5
5

12
Click on the radio button
for the selection of the
Or you can also
GL type. 7
select the GL type
from the dropdown
here.
MY AIA APP

6
Tap on “SELECT” to
continue
95
Info page for the Guarantee Letter types
menu REQUEST FOR GL: Part 1- Begin Request
STEP 1 STEP 2 STEP 3 STEP 4

12
MY AIA APP

Review the details, then tap

8 on “REQUEST NOW” to
continue with the GL Request.
96
REQUEST FOR GUARANTEE LETTER –
03: Part 2 for
Specialist Care, First Time Visit

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Select the Reason for

Visit for this request.

12
MY AIA APP

Scroll through until the

“reason for visit” is identified.
Click on Done once selected.

98
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Only if “Specialist Care”

12
GL Type is selected, then
there is a section “My
Visitation Details” to be Click on the radio button
filled up. for the selection of the
visit type.
11
Choose if this is your first
time to see the Specialist
12 for this diagnosis, or if this
is a follow-up appointment.

If you are unsure what is

“First Time” or “Follow-Up”,
click on the link to learn
MY AIA APP

more.
Click here to know more
about the “First Time” and
“Follow Up” visit. 13

Tap on “SELECT” to
continue
99
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

15
Select the name of the AIA
panel clinic that you
12 obtained the referral from,
to see the Specialist.
14
You can type the clinic name
Only if “First Time” is to speed up your search.
selected, then there is
new field “Referred By”
MY AIA APP

to be filled up.

This field will not be

displayed if “Follow-Up”
is selected.

100
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Select the name of the

12 hospital / medical centre
that you are going to.
You can type the name to
speed up your search.
MY AIA APP

17
Choose the name of the
doctor that you are
referred to.

101
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Tick here to agree to the

disclaimer statement.
MY AIA APP

Only after you have ticked on the box,

19 you can tap on “NEXT” to proceed.
If you wish to amend your request so
far, click on “PREVIOUS”.
102
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

If you do not have Direct

Access benefit to see the
doctor, then you need to
attach the supporting
document(s) as stated here,
for your request to be
12 processed.
MY AIA APP

103
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

12
20

Click on the “Upload File”. You can upload up to 6

documents. If the individual
You can opt to select a file file size is too big, then you
from your gallery, or can opt to re-size it.
MY AIA APP

immediately take a photo

through the camera
function.

104
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Tick here to agree to the

disclaimer statement, if you
MY AIA APP

21
have attached supporting
documents.
Only after you have ticked on the box,
you can tap on “NEXT” to proceed.
22
If you wish to amend your request so
far, click on “PREVIOUS”.
105
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

This is the confirmation page.

Review your request details.
If you wish to amend the details
of your request, click on
“PREVIOUS” to go back to
previous screens.

12 If you wish to proceed, then tick

here to agree to the confirmation.
MY AIA APP

23 Only after you have ticked on the

24 box, you can tap on “SUBMIT” to
submit your request. 106
menu REQUEST FOR GL: Part 2- Specialist Care, First Time
STEP 1 STEP 2 STEP 3 STEP 4

Your request has been submitted

and will be processed accordingly.
You will see this confirmation page.

12
MY AIA APP

107
REQUEST FOR GUARANTEE LETTER –
04: Part 2 for
Direct Access Flow

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Part 2- Direct Access Flow Members with Direct Access
STEP 1 STEP 2 STEP 3 STEP 4 benefit do not need to
indicate if the Specialist Care
visit is for First Time or
Follow-up.
The fields are not available
to be filled.
9

Select the Reason for

Visit for this request.

12
MY AIA APP

10
Scroll through until the
“reason for visit” is identified.
Click on Done once selected.

109
menu REQUEST FOR GL: Part 2- Direct Access Flow
STEP 1 STEP 2 STEP 3 STEP 4

11 Choose the name of the

12
doctor that you are
12 Select the name of the
referred to.
hospital / medical centre
that you are going to.
You can type the name to
speed up your search.
MY AIA APP

110
menu REQUEST FOR GL: Part 2- Direct Access Flow
STEP 1 STEP 2 STEP 3 STEP 4

13 Only after you have ticked

on the box, you can tap on
Tick here to agree to the “NEXT” to proceed.
MY AIA APP

disclaimer statement. If you wish to amend your

request so far, click on
“PREVIOUS”.
14

111
menu REQUEST FOR GL: Part 2- Direct Access Flow
STEP 1 STEP 2 STEP 3 STEP 4

For Members with Direct Access

benefit, the supporting document(s)
for Specialist Care visit is not
mandatory.

However, if you have the supporting

12 document(s) - referral letter / follow-
up letter, you can attach it here.
MY AIA APP

If you have uploaded any document,

then you need to tick on the disclaimer
before can click on “NEXT”.
15

Tap on “NEXT” to proceed.

If you wish to amend your request so
far, click on “PREVIOUS”.
112
menu REQUEST FOR GL: Part 2- Direct Access Flow
STEP 1 STEP 2 STEP 3 STEP 4

This is the confirmation page.

Review your request details.
If you wish to amend the
details of your request, click on
“PREVIOUS” to go back to
previous screens.

12 If you wish to proceed, then

tick here to agree to the
confirmation.
MY AIA APP

17
Only after you have ticked on the
16
box, you can tap on “SUBMIT” to
submit your request. 113
menu REQUEST FOR GL: Part 2- Direct Access Flow
STEP 1 STEP 2 STEP 3 STEP 4

Your request has been submitted

and will be processed accordingly.
You will see this confirmation page.

12
MY AIA APP

114
REQUEST FOR GUARANTEE LETTER –
05: Notifications

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Notifications
NOTIFICATION 1 Push Notification is sent when the request has been successfully submitted.

12
MY AIA APP

You will receive a push Click on the Bell to Click on “My Your latest notification The notification for
notification upon retrieve the Statements & Letters”. is at the top. confirmation of receipt
successful submission notification. of request.
of your request.
116
menu REQUEST FOR GL: Notifications
NOTIFICATION 2 Push Notification is sent for both GL Approved and GL Declined.

GL APPROVED

12
MY AIA APP

Tap on VIEW to access

the Guarantee Letter.

117
menu REQUEST FOR GL: Notifications
NOTIFICATION 2 Push Notification is sent for both GL Approved and Declined.

GL DECLINED

12
MY AIA APP

Notification is sent
with the reason for
the GL Declined in
the message.

118
menu REQUEST FOR GL: Notifications
NOTIFICATION 3 Push Notification is sent when the request cannot be processed due to further
information required from the hospital.

If no feedback was received from the hospital on-time, and the selected visit date is
NOTIFICATION 4
passed, then a Push Notification is sent to inform on the status.

12
MY AIA APP

Notification is sent if Notification is sent if

the request cannot be no feedback was
processed yet. received on-time.

119
REQUEST FOR GUARANTEE LETTER –
06: Duplicate Checking

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Duplicate Checking
To avoid GL request being submitted more than once,
system will check the details of the submission and return
error message if a duplicate is found in the system.

You can submit again only if the initial request was

Rejected during processing.

Eg. If the mandatory / required documents submitted was

not complete and the request was rejected, then you can
re-submit with the right documents, for the case to be
assessed and processed again.
12
MY AIA APP

121
REQUEST FOR GUARANTEE LETTER –
07: Error Messages

AIA confidential and proprietary information. Not for distribution.

menu REQUEST FOR GL: Error Messages
Common Error Messages
1. If you do not have Cashless 2. If you do not have Cashless
Benefit for GL Request, the Benefit for GL Request, but
below error message will instead are covered under
be displayed on the first “Pay & Claim”, the below
step. error message will be
displayed on the first step.

You would not be able to You would not be able to

proceed with the GL proceed with the GL
12 Request. Request.
MY AIA APP

123
menu REQUEST FOR GL: Error Messages
Common Error Messages
3. If your request date is 4. If the supporting
outside of your policy document file size for
period, the below error upload is bigger that the
message will be displayed permissible size, the below
when you select that date. error message will be
displayed.
You would not be able to
proceed with the GL You will need to resize your
Request. files before you can
12 proceed with your request.
MY AIA APP

124
menu

13 SUBMIT Corporate e-Claims

 Claims Submission

e-CLAIMS
 Claims History
APP

 Notifications
 Submit Pending Document
MY AIACUSTOMER
APP

Individual e-Claims
 View Your Dashboard
MYAIA

 Steps to Submit Your Individual Claims

 View Individual Claim History
 View Correspondence Documents Page
 Submit Pending Claim

my1a1p.customer app.2020
CORPORATE E-CLAIMS

AIA confidential and proprietary information. Not for distribution.

menu Option B:
ENTRY POINT FOR SUBMITTING e-CLAIM Entry Point @
E-CARD

Option A:
Entry
Point @
Main
Dashboard

Option C:
Entry Point @
13 Plan & Claim
VISIT A DOCTOR
MY AIA APP
CORPORATE eCLAIMS –
Claims Submission

AIA confidential and proprietary information. Not for distribution.

menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Before starting your claim

submission, you can review
the guideline to know how
to submit a claim.

13
MY AIA APP
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

The list of required documents

is listed, based on the claim
2
type selected.

13
MY AIA APP

Select the Claim Type Tap here once you know the
1 here to know the requirements and are ready to
required documents begin your claim submission.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Select the claim details:

1. Date of Visit of the Claim
2. Claimant’s Name
13 3. Claim Type
4. Company Name
MY AIA APP

3 Tick on the T&C disclaimer

and then tap on “NEXT” to
continue.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Once uploaded, there

5 will be a pop-up for you
to confirm that you have
uploaded the required
documents.
13
Click on “BACK” if you
need to upload more,
or click on “CONFIRM” if
MY AIA APP

you have submitted all

Upload the relevant required documents.
4 documents for the
Claim.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

If you have not submitted

your ID in any previous claims
for verification, then you will
be prompted to upload your
6
ID.

If you are submitting a claim

for your dependent, you will
be prompted for both yours
13 & your dependent’s ID.

Select if your document is

NRIC or Passport.
MY AIA APP

For Passport, need to input

the passport expiry date.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Select the reason for your

Select the name of the
visit from the dropdown
healthcare provider from 8
of diagnosis provided..
the dropdown.
Choose “Others” only if
Choose “Others” only if
you are unable to find the
you are unable to find the
13 diagnosis from the listing.
7 provider name from the
If you select “Others”, you
listing.
will be required to input
If you select “Others”, you
some clarification on your
will be required to input
MY AIA APP

visit (diagnosis).
the Healthcare Provider
Name.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Your reimbursement
9 details are as registered
previously. If you need to
edit the bank details, click
on the link below.

Take note that payment

will be made to Member’s
13 bank account only; even if
the claim is for your
dependent.
MY AIA APP
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Review your claim details.

If there are any edits to be
made, click on “EDIT” and
it will bring you back to
that specific page.

13
MY AIA APP

Tap on SUBMIT to submit

your claim.
menu Claims Submission
STEP 1 STEP 2 STEP 3 STEP 4

Your request has been submitted

and will be processed accordingly.
You will see this confirmation page.
13
MY AIA APP

Tap on “DONE” to
return to entry point.
CORPORATE eCLAIMS –
Claims History

AIA confidential and proprietary information. Not for distribution.

menu
ENTRY POINT FOR CLAIMS HISTORY

ENTRY POINT
FROM PLANS &
CLAIMS

13
AIA APP APP
CUSTOMER
MYAIAMY
menu Claims History

You can filter your

search criteria
here.

Click to view your

13 Claims details.
MY AIA APP
menu Claims History
For Claims that are rejected / partially approved, you can view the reasons in the Claims History.

13
MY AIA APP

Click on “VIEW MORE” for

the full reasons.
CORPORATE eCLAIMS –
Notifications

AIA confidential and proprietary information. Not for distribution.

menu Notifications
NOTIFICATION 1 Push Notification is sent when the claim has been successfully submitted.

13
MY AIA APP

Click on the Bell to Click on “My Claims & Your latest notification The notification for
access your Bills” is at the top. confirmation of receipt
notifications of request.
menu Notifications
NOTIFICATION 2 Push Notification is sent for both Claims Approved and Rejected.

13
MY AIA APP

Tap on “View My Claims” to

see the details in the Claims
history screen.
CORPORATE eCLAIMS –
Submit Pending Document

AIA confidential and proprietary information. Not for distribution.

menu Submit Pending Document

If you provided incorrect

of insufficient documents
for your claim, you may
receive a notification for
“Action Required”.

The Claim Status will

be “PENDING”.

13
Click on “Upload
Document” to
proceed.
MY AIA APP

2
Tap on “Find Out
More” to know
more about the 1

action required.
menu Submit Pending Document

The pending The success screen

document(s) will be will be displayed for
listed here. the successful upload
Click on “Upload Files” of the pending /
to upload the required required documents.
documents. You can
13 attach up to max 6
files.
MY AIA APP
menu Submit Pending Document

Once the pending documents are

submitted, the Claim Status on the
Claims History page will change to
“In Progress”.

13
MY AIA APP
menu

14 INDIVIDUAL 

Entry point
Steps to view your individual policies

POLICIES
 View your e-medical card
APP

 View your notifications

View Customer Careline
MY AIACUSTOMER


MYAIA APP

my1a1p.customer app.2020
menu
ENTRY POINT INDIVIDUAL POLICIES

Entry Point @
Main Dashboard
All the policy roles able to view
their in-force individual policy
count
14
AAIA APP APP
A PP

Bottom navigation
CUSTOMER
OMER APP

You’ll find six icons at the

bottom of your screen at
anytime, on any page of
A IA
CUSCUSTTOMER
MYM YAIMY

the app
MYAIA
menu
VIEW YOUR INDIVIDUAL POLICIES

Swipe left/right here to choose

between your Individual or
Employee Benefits policy(s)

Both owner and Only owner role can click

payor roles can “Statements & Letters”, to view
click “Pay statements & letters
Online”, and
make a payment

14
AAIA APP APP
A PP

Note:
CUSTOMER

Access to the Individual policy modules is based

OMER APP

on your policy role

Only owner role has full access to all the
modules
A IA
CUSCUSTTOMER
MYM YAIMY

Other than owner role has limited access to the

MYAIA

individual policy modules

menu VIEW POLICY CARD DETAILS BASED ON POLICY ROLE
Policy info displayed in the policy card is based on your role for that particular policy:
• Only owner role has full access to the policy details
• Only owner and insured role can click on policy card to go to the policy details page
Role : Owner Insured Payor
Covered Member

14
AAIA APP APP
A PP
CUSTOMER
OMER APP

*Will show Annual Medical Limit Balance and Lifetime Limit Balance (if any) instead of Coverage Amount if it’s medical plan*
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu VIEW POLICY CARD DETAILS BASED ON POLICY ROLE
Role : Covered Member + Payor
Policy info displayed in the policy card is based on your role for that particular policy:
• Only owner role has full access to the policy details
• Only owner and insured role can click on policy card to go to the policy details page

14
AAIA APP APP
A PP

*Will show Annual Medical Limit Balance and Lifetime Limit Balance (if any) instead of Coverage Amount if it’s medical plan*
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW ALL YOUR INDIVIDUAL POLICIES

Tap here to view all policies

14 Tap to view policy details

• All policy roles (Owner, Insured, Covered
Member, Payor)
• Can tap “VIEW ALL” to view all individual
policies
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR INDIVIDUAL POLICIES Note:
Owner have full access to policy info details
(Owner role)

Scroll down Scroll down

14 to view to view
more info more info
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR INDIVIDUAL POLICIES Note:
(Insured role) Insured role has limited access in policy info details

14 Scroll down Scroll down

to view to view
more info more info
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW TRANSACTION HISTORY

14 Note:
Both owner and payer roles can click and view
payment history and online payment in transaction
history page
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR RIDER DETAILS
(applicable for owner and insured role only)

Tap to go to
the portal
version for
the full suite
of policy
information
&
transactions
14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER

Tap to view
MYM YAIMY

rider details
MYAIA

Slide up to view
other riders
menu
VIEW YOUR RIDER DETAILS (Medical Plan)
(applicable for owner, insured and covered member role only)

Tap to go to
the portal
version for Dropdown list to
the full suite select other
of policy covered
information member’s
& medical rider
transactions details
14

Click if your rider

AAIA APP APP

has extra info to

A PP

be viewed
CUSTOMER
OMER APP

Tap to view
A IA
CUSCUSTTOMER
MYM YAIMY

rider details
MYAIA
menu

Note:
1. For medical benefit which has confinement (per disability) limit feature, coverage amount will be
displayed in policy details.
2. For medical benefit AAA Care Standard / Deluxe, Excelcare Plus (ECP) / Medicover Plus (MCP), only the
Total Annual Medical Limit and Total Lifetime Limit will be displayed.
3. If your medical benefit's annual medical limit balance is more than the lifetime limit balance, the annual
medical limit balance will reflect the lifetime limit balance.
4. Selected Hospital & Surgical medical benefit will only display the total lifetime limit (without utilized and
14
balance limit info).
5. Any other medical benefit which do not have annual/lifetime limit feature shall also display coverage
amount in policy details.
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR HEALTH WALLET DETAILS
(applicable for owner role only)

Swipe left to
view spent
history
Tap to view
earned and
spent history

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR RIDER DETAILS
(HOSPITAL ROOM & BOARD/ DEDUCTABLE AMOUNT) (applicable for
owner only)

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR HEALTH REWARDS DETAILS
(applicable for owner role only)

14
AAIA APP APP
A PP
CUSTOMER
OMER APP

Scroll down
to view
Click to view more info
A IA
CUSCUSTTOMER

Heath Rewards
MYM YAIMY
MYAIA
menu
VIEW THE HEALTH REWARDS HOW IT WORKS?
(applicable for owner role only)

14
AAIA APP APP
A PP

Tap to learn
CUSTOMER
OMER APP

about your
rewards
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR RIDER DETAILS – VITALITY BOOSTER DETAILS

Scroll down
Swipe left to view
Scroll down
Booster
to view
details
more info

12
AIA APP APP
CUSTOMER
MYAIAMY
menu
VIEW YOUR RIDER DETAILS
(HOSPITAL ROOM & BOARD (applicable for owner, insured and covered member only)
/ DEDUCTABLE AMOUNT (applicable for owner and insured only) )

14
AAIA APP APP
A PP
CUSTOMER

Tap to view Room & Board &

OMER APP

Tap to view Deductible amount

details
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR RIDER DETAILS
(CO PAY) (applicable for owner only)

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
UPDATE CONTACT DETAILS (via CLIENT DETAILS) (applicable for owner only)

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW PROMO TOP-UP COVERAGE
(where applicable)

14
AIA APP APP
CUSTOMER
MYAIAMY

At rider details, only owner role can view the coverage amount combined
At policy card, only owner and At policy details, only owner and with promo top-up coverage amount, coverage effective date and
insured roles can view the insured roles can view the coverage coverage end date.
coverage amount combined with amount combined with promo top- To view the Promo Top-up Coverage details, insured need to go to the
promo top-up coverage amount. up coverage amount. portal page.
menu
VIEW YOUR COMBINED MEDICAL LIMIT

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA

At policy card, only owner and insured At policy details, only owner and At rider details, only owner role can view the
roles can view the combined medical insured role can view the combine combine medical limit amount and breakdown
limit in policy card. medical limit amount and note
menu
VIEW CURRENT SUM ASSURED

Current sum
assured displayed
in policy details

14 Only owner and

insured roles can
view current sum
assured in policy
details
Current sum assured displayed
AAIA APP APP

in policy card
A PP
CUSTOMER
OMER APP

Only owner and insured roles

can view current sum assured
in policy card
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR E MEDICAL CARD - INDIVIDUAL

Tap to view your

e medical card
Tap to view all rider details &
your e health wallet, if
medical cards applicable

Swipe left/right
14 here to choose
between your
Individual plans e
medical cards
AIA APP APP
CUSTOMER
MYAIAMY
menu
VIEW YOUR E MEDICAL CARD - INDIVIDUAL

Note:
1. Spouse can see child and insured
(Husband & Wife) card.
2. Child (son, daughter) can see own
card only.
3. Owner , Insured and Covered
14 member are allowed to click onto
the ecard to view rider details.
AIA APP APP
CUSTOMER
MYAIAMY
menu
VIEW YOUR INDIVIDUAL POLICIES – OTHER ROLES
Other than policy owner role i.e. insured, payor or covered member, you will not be able to access to certain
modules & will see the message below informing you that you do not have access to the page.

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW YOUR INDIVIDUAL POLICIES – OTHER ROLES
Other than policy owner role i.e. insured, payor or covered member, you will not be able to access to certain
modules & will see the message below informing you that you do not have access to the page.

14
AAIA APP APP
A PP
CUSTOMER
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
MYAIA
menu
VIEW CUSTOMER CARELINE

Tap to view all

Customer
Careline
AIA APP APP

numbers
CUSTOMER
MYAIAMY
menu

15 ONLINE  How to make one off premium /

contribution and Vitality membership

PAYMENT
payments
MY AIACUSTOMER
MYAIA APP APP

my1a1p.customer app.2020
menu
PAY ONLINE VIA MY AIA APP

1a) Login to your 1b) Tap on PAY ONLINE

My AIA app and tap on
POLICY tab

15
AIA APP APP
CUSTOMER
MYAIAMY
menu
PAY ONLINE VIA MY AIA APP

2a) Check the box(es) of relevant policy/certificate/Automatic Premium

Loan/Policy Loan/AIA Vitality membership that you would like to make
payment(s) for.

15 2b) Select the number of advance payment/contribution from the dropdown list
e.g. If policy/certificate is on quarterly payment cycle, selecting 1 Advance
Payment means that the advance payment will be made for the next quarter
payment cycle
AIA APP APP

2c) For repayment of your Automated Premium Loan (APL) and Policy Loan,
CUSTOMER

select the respective boxes. You can choose to pay in full or any amount of the
APL/Policy Loan, subject to minimum of RM100
MYAIAMY
menu
PAY ONLINE VIA MY AIA APP

3a) All information selected in Step 2, will

be displayed for your review. Select NEXT
to proceed with the payment
15
b) Key in your credit/debit card details
and click Next

c) Key in One Time Pin (OTP) provided by

AIA APP APP

your credit/debit card issuing bank and

CUSTOMER

click Submit
MYAIAMY
menu
PAY ONLINE VIA MY AIA APP

You will be directed to the acknowledgement

page upon successful payment.

15
AIA APP APP
CUSTOMER
MYAIAMY
menu

16 DIGITAL  Entry Point

Online Consultation
HEALTH for

APP

 E-prescription
MY AIACUSTOMER

INDIVIDUAL
 Profile & Settings
APP

Applicable for Medical

MYAIA

Plans/Riders only

my1a1p.customer app.2020
• DIGITAL HEALTH
• 01: Entry Point to Digital Health

AIA confidential and proprietary information. Not for distribution.

menu ENTRY POINT TO DIGITAL HEALTH

Entry Point into the

Digital Health page

16 A pop-up
message will
appear. Tap
Proceed

Tap here to go into the

MY AIA APP

Digital Health page

184
menu ENTRY POINT TO DIGITAL HEALTH

Once the form has been

completed you will need
to tap to accept the
terms & conditions and
MY AIA APP

the Register button will

become active Tap on Register to complete

Please fill in all the information

185
• DIGITAL HEALTH
• 02: Part 1 - Request for Consultation

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

Tap on a doctor
to view their
2
profile

16
1

Tap on Doctors
card to see the
list of available
MY AIA APP

doctors
Once you have
decided on the
doctor, Tap “Request 3
chat now”

187
menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

16 Tap “Proceed” to
continue
4
MY AIA APP

You will receive a

confirmation screen
upon success. Tap on
5 “Done” to return to
the dashboard

188
menu DIGITAL HEALTH: Part 1- Request for Consultation
STEP 1 STEP 2 STEP 3 STEP 4

You will receive notifications on

your phone regarding consultation
and prescription updates
(please ensure your notifications have been turned
on for this application)

6 Tap here to see past

chat history or current
chat messages
Tapping on the notification will
bring you to the chatroom
8
16

7
MY AIA APP

You can see chat status,

past chat messages,
reply or even cancel
chats from this screen

189
• DIGITAL HEALTH
• 03: Part 2 - Chat Features

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Chat with your doctor and

provide the necessary
required information 3

If it has been
successfully
uploaded, it
will appear in
16 4
Tap on the “Microphone” the chatroom
button to send a voice clip
1

2
Tap on the “Camera” icon will
MY AIA APP

allow you to upload photos

taken from your mobile device
or take a photo to help the
doctor better understand your
condition

191
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Key in your name

and tap “Check In” 6
button Please make
16 sure you
“Allow” the
settings to
speak to and
7
A doctor may request view the doctor
for video consult gather
MY AIA APP

more details regarding

you condition or you
5
can start a video
consult. Tap on the
“Video Camera” button.

192
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4

Chat with your doctor

and provide the
necessary required
9
information

Tap on “Red Phone” icon

16
to end the video call.

As this is third party

service, you will need to 11
The video call
8 reopen your My AIA app
with be initiated
to view your
MY AIA APP

ePrescription should the

doctor have prescribed
medication.

You may also wait for notification

10 updates from the doctor and tap on
them to complete the next step.

193
menu DIGITAL HEALTH: Part 2 – Chat Features
STEP 1 STEP 2 STEP 3 STEP 4
You can tap on “End Session” to
end the consult with the doctor

12 Tap on “Doctor’s Profile” to view

the doctors personal information
Tap on the “…” icon 13
to open up
additional features Tap on “My Biodata” to manage
14
your personal biometric data such
15 as height, weight, allergies
16 16 Tapping “E-
Prescription/Medication Record”
17 to view current and past
prescriptions from this doctor

By tapping on “Report Abuse” you

MY AIA APP

can email a complaint regard the

service

194
• DIGITAL HEALTH –
• 04: ePrescription & Delivery Method

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: ePrescription & Delivery Method
STEP 1 STEP 2 STEP 3 STEP 4

Once complete and you require

medication, you will receive an
ePescription from the doctor.

Tap on the notification, it will bring

16 you to the respective
ePrescription to start the next
step.
MY AIA APP

Tap “Choose Delivery

Method”
2

196
menu DIGITAL HEALTH: ePrescription & Delivery Method (Door Step Delivery)
STEP 1 STEP 2 STEP 3 STEP 4

You may choose

between either
delivery method
3
Tap on “Door Step If you do not have a
Delivery” delivery address saved,
you tap “Edit” or “Add
16 Address” before
continuing.
MY AIA APP

Tap “Next” to continue.

197
menu DIGITAL HEALTH: ePrescription & Delivery Method (Door Step Delivery)
STEP 1 STEP 2 STEP 3 STEP 4

If there are updates regarding your

7
MY AIA APP

198
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

16 Select an outlet to collect your

medication from or search for a
specific outlet to collect from
MY AIA APP

Tap “Confirm Self Collection

5 Location” to continue

199
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

7
A pop-up message to confirm
You will receive a confirmation
16 the location selected or to
screen with the details.
continue tap “Proceed”

6
MY AIA APP

Tap on “Done” to
8 return to the main
dashboard

200
menu DIGITAL HEALTH: ePrescription & Delivery Method (Self Collection)
STEP 1 STEP 2 STEP 3 STEP 4

You can view past and

current ePrescriptions
here. Tap on one to
show the details

16 10
11
To view
ePrescriptions
tap on this card Upon collecting your
below the E- prescription you will
need to show your
MY AIA APP

Prescription title
9 ePrescription QR code

201
• DIGITAL HEALTH –
• 05: Notifications

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Notifications

1
2 3

16
MY AIA APP

203
• DIGITAL HEALTH –
• 06: Profile Management & Settings

AIA confidential and proprietary information. Not for distribution.

menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Scroll to the bottom to view

your Profile & Settings cards

16 2 2 2
MY AIA APP

1
Here you can view and edit your biodata, delivery address and view past transactions,
swipe to view the respective card and tap on it to see the details.
*If you are covered under a corporate solutions policy, your transactions history will be visible under your medical bills 205
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Scroll to see your

details and tap on “Edit
Biodata” to make
updates

Tap on the field, update

MY AIA APP

the information and tap

on “Save Biodata”
3

Tap on the card or arrow to

interact with the card 206
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

You can tap on the

specific field to see the
past updates of your
biodata
16
MY AIA APP

You will return to the

updated biodata screen 207
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Your past
addressed will be
displayed for
reference
(should you have saved one
previously)

3
Your updated
Update the
address will be
respective fields.
MY AIA APP

reflected on the
Tap on “Save
4 Profile & Settings
Address” to
screen
confirm
5

Tap on the card or “Edit” button

to interact with the card 208
menu DIGITAL HEALTH: Profile Management & Settings
STEP 1 STEP 2 STEP 3 STEP 4

Your transaction records can be

found here
4

3
MY AIA APP

Tap on the card or arrow to

interact with the card 209
menu

17  AIA Vitality dashboard overview

DASHBOARD
MY AIACUSTOMER APP

OVERVIEW
MYAIA APP

my1a1p.customer app.2020
menu
AIA VITALITY DASHBOARD OVERVIEW
AIA Vitality
Membership details

Weekly Challenge
Progress Point statement (for current
membership year only)
Tap to view Points & status

Tap to view Rewards

17 Level Up Dashboard
This displays the
personalised Level Up
dashboard of activities to
be done by the member
A PP
AAIA APP

Quick Links
OMER APP

This is provides quick

accessibility to the some of
A IA
CUSCUSTTOMER

the functions in Vitality

MYM YAIMY
menu

18  Entry points
 Completing your assessments

ASSESSMENTS
MY AIACUSTOMER
MYAIA APP APP

my1a1p.customer app.2020
menu
ENTRY POINT 1 AIA VITALITY ASSESSMENTS

Tap to view details of

the assessment
18
AIA Vitality Assessments
The summary shows the total
Scroll down
points earned from the individual
to view
assessments, as well as completion
more info
rate of each of the assessments
A PP

Complete all the assessments to

AAIA APP
OMER APP

earn more points to level up

A IA
CUSCUSTTOMER
MYM YAIMY
menu
ENTRY POINT 2 AIA VITALITY ASSESSMENTS

VA01234567
Tap to view
Points & status
18
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

Tap here to choose which

assessment to complete
menu
COMPLETE YOUR ASSESSMENTS – ABOUT YOU ASSESSMENT
These are only examples of the few common assessments:

ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

Swipe left for

CHECK YOUR HEALTH
18
A PP
AAIA APP

Tap for more

OMER APP

details Check the

declaration box
then tap “TAKE Tap NEXT until all
A IA
CUSCUSTTOMER
MYM YAIMY

/ UPDATE questions are

ASSESSMENT” answered, DONE
menu
COMPLETE YOUR ASSESSMENTS – AIA VITALITY HEALTH CHECK (ENTRY POINT 1)
These are only example of the few common assessments:

ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

18
Tap to key in
appointment
details & upload
report(s)
A PP

Tap ‘Claim
AAIA APP

Points’ from
OMER APP

the AIAV
dashboard
A IA
CUSCUSTTOMER
MYM YAIMY

Continue to key
in health results
and Submit.
menu
COMPLETE YOUR ASSESSMENTS – AIA VITALITY HEALTH CHECK (ENTRY POINT 2)
These are only example of the few common assessments:

ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

18
A PP
AAIA APP
OMER APP

Tap to key in
A IA
CUSCUSTTOMER
MYM YAIMY

appointment
details & upload
Tap to submit report(s)
health results Continue to key
and claim point in health results
menu
COMPLETE YOUR ASSESSMENTS – AIA VITALITY HEALTH CHECK (ENTRY POINT 2)
ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

18 Key in all
relevant results
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

Review all
information
then submit
menu
COMPLETE YOUR ASSESSMENTS – VACCINATIONS (ENTRY POINT 1)
These are only example of the few common assessments:

ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

18
Tap to key in
appointment
details & upload
report(s)
A PP

Tap ‘Claim
AAIA APP

Points’ from
OMER APP

the AIAV
dashboard
A IA
CUSCUSTTOMER
MYM YAIMY

Tap to review
the
submission
then submit
menu
COMPLETE YOUR ASSESSMENTS – VACCINATIONS (ENTRY POINT 2)
These are only example of the few common assessments:

ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

18
A PP
AAIA APP
OMER APP

Tap to claim points

A IA
CUSCUSTTOMER
MYM YAIMY

for Vaccination.
Key in
appointment Tap to review the
details & upload submission then
report(s) submit
menu
COMPLETE YOUR FITNESS ASSESSMENTS – AIA VITALITY FITNESS ASSESSMENT
ABOUT YOU ASSESSMENT AIA VITALITY HEALTH CHECK VACCINATIONS AIA VITALITY FITNESS ASSESSMENT

Fill up form
accordingly

18
A PP
AAIA APP
OMER APP

Tap for more

details and to
A IA
CUSCUSTTOMER

book an
MYM YAIMY

Tap “BOOK
appointment APPOINTMENT”

Tap “BOOK NOW” to confirm your booking.

You will be contacted by Fitness First and your points
will be uploaded by Fitness First after you have
completed your fitness assessment
menu
VIEW YOUR HEALTH PROFILE / ASSESSMENT RESULTS
VIEW HEALTH PROFILE
For AIA Vitality age, health report & health results, based on your completed assessments

For detailed
health report /
suggestions

Scroll
down
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
menu
VIEW YOUR HEALTH PROFILE / ASSESSMENT RESULTS

To
expand
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
menu

19 LINK  List of Devices/Apps

 Linking a Device/App

DEVICES
 Self-Help Guide
MY AIACUSTOMER APP

/APPS
MYAIA APP

my1a1p.customer app.2020
menu
LIST OF AIA VITALITY COMPATIBLE FITNESS DEVICES/APP

DEVICE / APP
Tap to view the full list of
compatible devices / app.

19
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
menu
LINKING A DEVICE/APP

19
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

LINK SUCCESSFULLY LINKED

DATA SHARING PERMISSION
Select your preferred fitness When device is successfully linked, the
Sign in to your fitness device / app greyed out link icon will turn green
device / app account to allow data sharing
menu
SELF-HELP GUIDE FOR LINKING/SYNCING ISSUE

19
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

Under the Device/App page, Tap on ‘Take Self Help Guide Select your device/fitness app, then click ‘Okay’ to start the assessment
swipe left for ‘Self Help Guide’ Assessment’ to troubleshoot
your linking/syncing issue
menu
SELF-HELP GUIDE FOR LINKING/SYNCING ISSUE

19
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

Complete the self-assessment

menu
SELF-HELP GUIDE FOR LINKING/SYNCING ISSUE

19
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

If the issue you are facing is not resolved, you can submit your details (screenshots, feedback and e-mail address) and an AIA representative
will get in touch with you
menu

20  Entry Point
 Track your Weekly Challenge

WEEKLY
MY AIACUSTOMER APP

CHALLENGES
MYAIA APP

my1a1p.customer app.2020
menu
ENTRY POINT AIA VITALITY WEEKLY CHALLENGE

Tap this icon on the AIA Vitality

dashboard

20
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
menu
VIEW YOUR AIA VITALITY WEEKLY CHALLENGE
Swipe left/right for further details on AIA Vitality Weekly Challenge

20
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY
menu

21  Locate your e-card

 Where can you use your e-card?
 Track your HealthyFood™ purchases

E-CARD
MY AIACUSTOMER
MYAIA APP APP

my1a1p.customer app.2020
menu
LOCATE YOUR E-CARD
Option 3. Via Pre-login page
Option 1. Via AIA Vitality Dashboard Option 2. Via E-CARDS
(not applicable for first time login)

21
MEMBER NAME

01234567890
A PP
AAIA APP
OMER APP
A IA
CUSCUSTTOMER
MYM YAIMY

You can access AIA Vitality E-CARD even when you are offline!
Just ensure this is not your first time login, and you have enabled quick login access such as fingerprint, Face ID, or pin code.
menu
WHERE CAN YOU USE YOUR E-CARD?
Show your AIA Vitality e-card to the cashier or PIC at the partner outlet at checkout (before scanning your items or purchases).

10% off HealthyFood™

(fresh fruits and vegetables)

25% off Reebok products at Reebok concept stores,

Royal Sporting House and Stadium outlets nationwide.
21

Up to 50% discount on your

AIA Vitality Health Check.
A PP
AAIA APP
OMER APP

Save up to 55% on Fitness First

Full Access gym packages.
A IA
CUSCUSTTOMER
MYM YAIMY

Free AIA Vitality Health Check at

participating Guardian pharmacies
nationwide (prior appointment required)
21
MYM YAIMYA IA
AAIA APP menu
CUSCUSTTOMER
OMER APPA PP VIEW YOUR HEALTHYFOOD™ PURCHASES
22  Browse and Search Rewards
 View and Redeem Earned
REWARDS 
Rewards
My Wallet
 Use Earned Rewards
MY AIA APP