Skip to main content
  • Search
  • Home
  • Our Products
    • Health
    • Protection
    • Medical
    • Education
    • Savings
    • Investment
    • AIA Vitality
    • Group Life
    • Group Accident
    • Group Medical
  • About Us
    • Our Management Team
    • Careers
    • Media Centre
    • Our Affiliates
    • Our Corporate Governance
    • Doing Business with AIA Philippines
    • Our Customer Charter
    • Environmental, Social and Governance
  • AIA PH Blog
    • Protection
    • Savings
    • Education
    • Health
    • Technology
  • Claims & Support
    • Claim Guide
    • Benefit Payout Enrolment
    • Payment Facilities
    • Frequently Asked Questions
    • Elite Funds
    • Forms Library
    • Locate Us
    • Contact Us
    • Bill of Rights of Policyholders
  • Total Health Solution
    • Live Better
    • Protect Better
    • Get Better
    • My AIA PH
  • My AIA Philippines
    • Customer Portal
    • Download Philam Vitality app
    • Agency portal
    • Premium Club
    • Rewards Program
  • CONTACT INFO UPDATE
    We strive to assist you for all your inquiries with high-touch customer service.
  • CALCULATE YOUR FINANCIAL NEEDS
    Meet Liv and allow her to help you get one step ahead.
  • CONTACT US
    Contact us in your preferred way.
AIA Philippines
AIA Philippines AIA Philippines
  • Our Products

    Our Products

    Find the right product solution for your needs.

    See More
    CALCULATE YOUR FINANCIAL NEEDS

    Meet Liv and allow her to help you get one step ahead.

    2 minutes

    For Individuals

    For Business

    • Health

      Get coverage for expensive health setbacks so you can focus on getting better.

    • Protection

      Make sure that the needs of your loved ones are taken care of no matter what happens to you.

    • Medical

      Make sure that the needs of your loved ones are taken care of no matter what happens to you.

    • Education

      When the time comes, be ready to give your child the best opportunities available.

    • Savings

      Have the right savings plan to help you achieve your dream goal.

    • Investment

      Grow your wealth further and get the most out of life.

    • AIA Vitality

      AIA Vitality is a science-backed wellness programme that works with you to make real change to your health.

    • Group Life

      Increase engagement by providing your employees more than the basic paycheck.

    • Group Accident

      Have peace of mind when you protect your people from unforeseen incidents.

    • Group Medical

      Grow your company by ensuring your employees' health.

  • About Us

    About Us

    For over 70 years, AIA Philippines has empowered Filipinos to achieve financial security and prosperity.

    LEARN MORE
    • Our Management Team

      The leaders of AIA Philippines.

    • Careers

      Explore opportunities to work at AIA Philippines.

    • Media Centre

      News about AIA Philippines.

    • Our Affiliates

      We strengthen our life insurance and wealth management business to better deliver our commitments to our customers.

    • Our Corporate Governance

      We are committed to maintaining good corporate governance in a manner that adds value to our company and is beneficial to all our stakeholders.

    • Doing Business with AIA Philippines

      We are committed to maintaining strong relationships with our business partners.

    • Our Customer Charter

      This is our commitment to you.

    • Environmental, Social and Governance

      Creating a sustainable future for our communities and long-term value for our stakeholders.

  • AIA PH Blog

    AIA PH Blog

    A mix of how-to’s, stories, and guides to help you live better.

    KNOW MORE
    • Protection

      Stay one step ahead and take care of your future today!

    • Savings

      Equip yourself with the knowledge and skills you need to grow your money.

    • Education

      Help you kids reach their dreams by investing in their future today!

    • Health

      Worry less about you and your loved ones’ health with these important tips.

    • Technology

      Learn how to use our tools and services for your benefit & convenience.

  • Claims & Support

    CLAIMS AND SUPPORT

    We strive to assist you for all your inquiries with high-touch customer service.

    CONTACT AIA PHILIPPINES
    CONTACT INFO UPDATE

    Easily update your contact information with us to receive timely updates on your policy.

    • Claim Guide

      Know the requirements in filing a claim.

    • Benefit Payout Enrolment

      Receive your benefits via our convenient payout options.

    • Payment Facilities

      Paying your premiums is easy. Choose the best payment option for you.

    • Frequently Asked Questions

      Have a question? You may find the answer here.

    • Elite Funds

      Learn all about the performance of AIA Philippines' Elite and Variable Funds.

    • Forms Library

      A selection of forms you can download, fill in and submit to us.

    • Locate Us

      Find an AIA Philippines branch near you.

    • Contact Us

      Contact us now in your preferred way.

    • Bill of Rights of Policyholders

      The Bill of Rights details an insurer's obligations to consumers to better protect policyholders.

  • Total Health Solution

    Total Health Solution

    AIA's Total Health Solution will help you be at your healthiest everyday.

    Learn More
    • Live Better

      Enjoy a healthier, better, longer life with AIA Vitality.

    • Protect Better

      Be better protected against life's uncertainties so you can live worry-free.

    • Get Better

      Be on the road to full recovery with access to health care services.

    • My AIA PH

      Welcome to My AIA! It's your new all-in-one customer portal for your policy, health and wellness needs. Login and try it today!

  • My AIA Philippines

    My AIA Philippines

    Access your AIA Philippines Accounts by clicking on the links.

    • CUSTOMER PORTAL

      My AIA

      View the status of your policy & claim requests, monitor your policy’s account values, and keep tabs of your payments & benefits history.

    • PREMIUM CLUB

      Learn more

      Redeem rewards

      Gain access to exclusive perks and rewards of your choice with Premium Club.

    • Download AIA Vitality app

      Download AIA Vitality app

      Get the knowledge, tools and motivation you need to do well on your journey towards healthy living so that you get more out of life and enjoy the rewards, whilst being protected against risk.

    • REWARDS PROGRAM

      Learn more

      Learn about how we reward you for keeping your policy active through the years.

    • DISTRIBUTION

      Agency Portal

  • Search
  • Contact Us
    • CALL US

      Philippines : (02) 8 528 2000. We are open Monday to Friday between 7:30 AM to 5:00 PM, and Saturday between 8:00 AM to 12:00 NN

    • Call our pldt ndd toll-free number 1800 10 528 2000

    • SCHEDULE A CALL

    • Email Us

Claims & Support
Prev | Next
Back to Top
  • {{title}}

    {{label}}
  • Frequently Asked Questions

    Have a question regarding payments, policies, or claims? Click on the tabs below so that we can assist you. Also, check out our claim guide for more info on steps & requirements to file a claim, and our payment facilities guide to find out the best payment option for you.

     

    If you cannot find the answer in our FAQs, contact us now in your preferred way.

    • My AIA PH
    • Payments
    • Policy
    • Bayanihan Act
    • Claims
    • AIA Philippines

    + Expand All
    - Collapse All

    What is My AIA Philippines or My AIA PH?

    My AIA Philippines or My AIA PH is your new all-in-one customer portal for your policy, health and wellness needs. It is a convenient one-stop shop for relevant policy transactions.  

    My AIA PH also offers a link to the AIA Vitality mobile app wherein you will be automatically logged in to your account when accessing in mobile. Do note that you’ll need the AIA Vitality mobile app installed your device.

    Plus, you’ll also get access to augmented health solutions with exclusive preferential rates. 

    You can access My AIA PH by simply clicking on this link.


    Who can use My AIA PH?

    All existing AIA Philippines, BPI AIA policyowners, and AIA Vitality members will have access to the My AIA PH site.

    However, even non-policyowners can still explore the site and do the following:

    • Assess current financial needs through Liv, our Online Financial Calculator.
    • Reach out to either AIA Philippines or BPI AIA through call, e-mail, or chat with our 24/7 digital assistants, Aya (for AIA Philippines) or Bessie (for BPI AIA). You can also schedule an appointment with a Financial Advisor or Bancassurance Sales Executive.
    • Browse through featured articles that cover various topics related to health, wellness, and personal finance.  

    How do I register or access My AIA PH?

    If you have previously enrolled to our customer portal, ePlan, you can simply click here and use your existing ePlan log-in credentials.

    Can’t recall your password? Don’t worry! Simply click on the ‘Forgot Password’ link.

    If you are a new client with no existing ePlan account, you can create your account on the spot! Just click ‘Create Account’ and complete the necessary fields.

    Important reminder! If you have policies with both AIA Philippines and BPI AIA, you will have two separate My AIA PH accounts – one for AIA Philippines and one for BPI AIA. We are working on having a single account regardless of the kind of AIA policy you own. We will keep you posted on when this will become available. 


    I’m a new user, how can I create an account with My AIA PH?

    Creating an account is easy as 1-2-3!

    Step 1: Click the ‘Create Account’ button in the log-in page

    Step 2: Fill out the required information and click Continue.
    Important reminder! Please input the e-mail address or mobile number you provided during policy application. Failure to do so will result in registration errors.

    Step 3: Enter the 6-digit one-time password (OTP) that will be sent to your mobile number. You will be redirected to the My AIA PH homepage after your successful registration.


    What kind of requests can I do with My AIA PH?

    Here’s a sneak peek of what you can initially do with My AIA PH:

    • View details of all your individual policies and access your e-policy* contract;
    • View your transaction history and download e-ORs (official receipts);
    • Make premium payments;
    • Update your contact details and select your preferred option for receiving future benefit payouts;
    • Receive important notifications on pending dues and requirements;
    • File a claim;
    • Access the list of AVEGA-accredited doctors and hospitals for customers with AIA Med Assist (for AIA Philippines) or MedLife Protect Plus (for BPI AIA) policies;
    • Access AIA Vitality and our suite of health and wellness solutions that let you enjoy preferential rates on select services, and
    • Check out our latest products, promotions, and interesting health & wellness articles.

    And that’s just the beginning! New and more relevant features will be added to My AIA PH soon.


    What can I expect to see when I click on the ‘Health’ tab of my ‘My AIA PH’ homepage?

    Clicking on the ‘Health’ tab will show you the following:

    • A dashboard where you can input your health metrics such as height, weight, and blood pressure. The information provided will be used to automatically compute for your body mass index (BMI).
    • A list of all the value-added health services made available for you at preferential rates through our partner, eZConsult. These services include:

    - Teleconsultation
    - Medicine Order and Delivery
    - Laboratory Requests
    - Symptoms Checker
    - COVID-19 Testing

    New partners and services will be made available soon.

    Important Reminder! Once you click on each of the services, you will be automatically redirected to the eZConsult app or website if you have an existing account with them. If you don’t have an eZConsult account yet, you will be asked to download the eZConsult app if accessing via mobile phone and create an account before availing the services.

     


    + Expand All
    - Collapse All

    When do I pay my premium?

    Always pay on the due date or within the 31-day grace period. The frequency of your payment depends on the mode of payment chosen:

    Annual (Once a year)

    Semi-annual (Twice a year)

    Quarterly (Four times a year)

    Monthly (Twelve times a year)

    NOTE: The less frequent the mode of payment is, the less you pay!


    What happens if I do not pay your premium?

    If your premium is not paid within the grace period, your policy will lapse and thus will no longer be able to provide the protection and benefit it was intended to. If your policy, however, has enough cash value, you can use this to cover your premium due. See Policy Loan, Policy Reinstatement and Non-Forfeiture Option for more details.


    What will happen to my policy if I pay my premium after the grace period?

    Payments made beyond the grace period will result to policy lapsation unless the policy has earned sufficient cash values to pay for future premiums and the Premium Loan Option was selected at the time of insurance application. In such case, the premium due on the policy will be treated as a loan as provided for in the Premium Loan provision.

    Premiums paid after the grace period may result in the termination of insurance protection or reduce your insurance coverage.


    How do I change my mode of premium payment?

    Submit 2 copies of a duly accomplished (i.e. must be dated, signed and witnessed) Policy Detail Amendment Form and pay the chosen modal premium to any of our branch offices nearest you.

    The chosen mode should conform to the cycle of the original mode of premium payment. For example, if the original mode was quarterly, then you may shift to an annual basis only on the policy anniversary, i.e. on the first quarter payment date.


    I paid via an overseas remittance center. When will I know if payment is successful?

    Payments from overseas remittances will be confirmed after 3- 7 banking days.


    What do I do if my payment was not recognized?

    You may call the AIA Philippines Call center or go to your nearest AIA Philippines branch and kindly provide the proof of payment & policy number.


    I have two policies. I paid the incorrect payment to one my policies. How do I request for assistance?

    You may call the AIA Philippines Call center or go to your nearest AIA Philippines branch to have your payment amendment. Kindly provide the proof of payment & policy number.


    I haven’t received my acknowledgement SMS for payment from AIA Philippines branch. What do I do?

    If premium was paid outside an AIA Philippines branch, recognition of payment is 2 days. If after 2 days and you haven’t received a confirmation SMS, please call the AIA Philippines Call center or go to your nearest AIA Philippines branch to have your payment status checked. Kindly provide proof of payment.


    I accidentally used the deposit slip instead of the bills payment slip when I paid for my premium. What do I do?

    Please call the AIA Philippines Call center or go to your nearest AIA Philippines branch to have your policy payment amended. Kindly provide proof of payment.


    When will I receive my Official receipt?

    The Official Receipt will be available in ePlan for viewing after 5 days of payment. You will receive your hard copy official receipt after 21 working days.


    I haven’t received my Official Receipt. How can I check where it is?

    You may request for the status of the delivery of your official receipt through AIA Philippines Call center or through any of the AIA Philippines Branches.


    I lost my Official receipt. Can I request for another one?

    You may request for a scanned copy of the issued official receipt through AIA Philippines Call center or through any of the AIA Philippines Branches.


    How do I enroll my policy to an Auto-Charge payment facility?

    Continuously enjoy the benefits of your protection coverage as your premium payments will automatically be charged against your credit card or debited from your bank account. To enroll, click here. 

    You can also reach out to your Financial Advisor to assist you with your request. 

    Important reminder! Make sure your contact information is updated for you to receive the enrollment and/or payment link via your e-mail and mobile number. The fastest way to update your contact information is by filling out this form here. Please allow us 2 working days to update your record with us. 

    You can also change your contact details in My AIA, our all-new customer portal. 

    If the policyowner is a corporation, you may update your contact information by filling out the Policy Detail Amendment Form. It should be signed by an officer of the corporation and must be accompanied by a Corporate Secretary’s Certificate and Board Resolution authorizing the change on the policy and giving authority to the executing officer to sign on behalf of the corporation. Please visit any of our Customer Service Centers or reach out to your Financial Advisor who can assist you with your request.


    + Expand All
    - Collapse All

    How do I update my contact information?

    Never miss receiving important news about your policy and its benefits by ensuring your e-mail address or mobile number in our records is always up to date. The fastest way to update your contact information is by filling out this form here.  

    You can also log-in to our all-new customer portal, My AIA If you have an existing Eplan account, you may use it to access My AIA. To update your contact details in My AIA:   

        •  In your HOME page, select “Update Contact Information”; or 

        •  Select the “PROFILE” tab and click EDIT to update your Mobile Number, Email Address and preferred Mailing Address; or

        •  View details of your policy and go to “Update Policy Information” at the bottom of the page. 

    Important Reminder! If the policyowner is a corporation, you may update your contact information by filling out the Policy Detail Amendment Form. It should be signed by an officer of the corporation and must be accompanied by a Corporate Secretary’s Certificate and Board Resolution authorizing the change on the policy and giving authority to the executing officer to sign on behalf of the corporation. Please visit any of our Customer Service Centers or reach out to your Financial Advisor who can assist you with your request.


    How do I amend my coverage?

    For increase or decrease of coverage, submit the following documents:

    • Two copies of a duly accomplished (i.e. must be dated, signed and witnessed) Policy Detail Amendment Form indicating desired change in coverage as well as the Policy Contract.
    • A duly accomplished Health Statement Form and other proof of good health as may be required by the Company.
    • Payment of cost for the premium difference of the old coverage to the new coverage
    • Policy Contract
    • Increase in face amount is allowed within one year from original effective date.
    • Plan should be eligible for increase or decrease of coverage.

    Any policy change which will result in the reduction of coverage or benefit will require the consent of any assignee or irrevocable beneficiary. On the other hand, if the policy change will result in additional benefits, AIA Philippines reserves the right to add additional requirements whenever necessary.


    Who are eligible to be designated as beneficiaries?

    The most common beneficiaries are immediate family members, descendants, heirs, employers, established business partners and charities of the insured. Here we apply the concept of “insurable interest” wherein we scrutinize the legitimacy of a life insurance policy and its beneficiary. The intention of life insurance is to provide financial assistance to the beneficiary after the death of the insured therefore the beneficiary must have an insurable interest with the insured. He/ She should not gain with the loss of the insured’s life.


    What are the types of beneficiary designation?

    Submit 2 copies of a duly accomplished (i.e. must be dated, signed and witnessed) Policy Detail Amendment Form and pay the chosen modal premium to any of our branch offices nearest you.

    The chosen mode should conform to the cycle of the original mode of premium payment. For example, if the original mode was quarterly, then you may shift to an annual basis only on the policy anniversary, i.e. on the first quarter payment date.


    Can I change my beneficiary anytime?

    Yes, you may change your beneficiary anytime as long as the policy is in force. If the current beneficiary is designated as irrevocable and is of legal age, his consent is necessary to effect the change. If the irrevocable beneficiary is a minor, he can only express his consent through a guardian duly appointed by the court.

    Submit 2 copies of a duly accomplished (i.e. must be dated, signed and witnessed) Policy Detail Amendment Form to any of our branch offices nearest you. This form can also be used to delete your previous beneficiaries. You may designate your beneficiary as revocable or irrevocable.


    How do I update my name and status?

    Submit 2 copies of a duly accomplished (i.e. must be dated, signed and witnessed) Policy Detail Amendment Form to any of our branch office nearest you together with the following documents:

    • Photocopy of your marriage contract if the change of name is due to marriage. (Original copy to be presented.)
    • Copy of the Certified True Copy of the Entry of Judgment and Decision issued by the court where the case was filed if the change is due to legal separation/ annulment.
    • Photocopy of any valid ID or document containing your correct name (e.g. Birth Certificate, Baptismal Certificate, Valid Passport, Driver's License, Valid Company ID, SSS) if the nature of the change is due to the correction of your name.
      (Original copy to be presented)

    NOTE: Request indicated in the policy change form will still be subject to approval of the Company.


    Can I assign my policy?

    Your life insurance policy can be assigned as collateral for a personal loan to a third party (i.e. bank). During policy assignment, the owner cannot exercise his ownership rights without the consent of the assignee.

    Submit a duly accomplished and notarized (i.e. must be dated, signed and witnessed) Policy Assignment Form in duplicate copies together with the Policy Owner’s Identification Cards. Any irrevocable beneficiary or assignee should sign the form submitted with the Original Policy Contract. If the policy contract is missing, submit a duly accomplished Indemnity Agreement Form (Request for Replacement of Lost Policy), dated, signed, witnessed and duly notarized by a notary public and have the irrevocable beneficiary or assignee (if any) sign the form. Payment of rewriting fee will be required.

    For cancellation of policy assignment, submit a Certification from assignee relinquishing interest on the policy and the policy contract.


    How do I file for a cash loan against my policy?

    Submit a duly accomplished (i.e. must be dated, signed and witnessed) Policy Loan Form in duplicate copies together with the Policy Owner’s Identification Cards.

    The irrevocable beneficiary or assignee should sign the form submitted with the Original Policy Contract.

    If the policy has a minor irrevocable beneficiary and the loan amount is up to P500,000, an Affidavit of Guardianship will be required to be filled-up by the father, or in his absence or incapacity, the mother of the minor. In the absence or in case of the incapacity of the father or mother, the grandparent, the eldest brother or sister at least eighteen (18) years of age or any relative who has actual custody on the minor insured or beneficiary, shall act as a guardian without need of a court order or judicial appointment as such guardian, as long as such person is not otherwise disqualified or incapacitated. For loan amount that exceeds P500,000, a Guardian’s Bond approved by the court and Certified True Copy of the Court Order appointing a legal guardian to represent a minor must be submitted.

    If the Policy Owner or Assignee is a corporation, an officer of the corporation must sign for the corporation on the disbursement form, and this must be accompanied by a Corporate Secretary’s Certificate and Board Resolution authorizing the loan on the policy and giving the executing officer authority to sign this disbursement request on behalf of the corporation.

    If the Policy contract is missing, submit a duly accomplished Indemnity Agreement Form (Request for Replacement of Lost Policy), dated, signed, witnessed and duly notarized by a notary public and have the irrevocable beneficiary or assignee (if any) sign the form. Payment of rewriting fee will be required.

    The loan proceeds will be released depending on your disbursement option chosen. Please present a valid ID such as passport, driver's license, company or professional ID when submitting the request and picking-up the check. If through a representative, he or she must present an authorization letter by the insured and acceptable identification documents of both insured and representative. If Policy Owner is abroad, please submit a current Special Power of Attorney duly authenticated by the Philippine Consul. If this cannot be obtained, proceeds may be deposited to the Policy Owner’s local bank account subject to authorization letter addressed to the bank, indicating bank details.


    What are the different pay-out options available?

    You can conveniently choose how to receive your benefit/ dividend/refund pay-out through this link here or simply check out the ‘Claims and Support’ tab of our website and choose any of the options found under the ‘Benefit Payout Enrollment’ section.

    From this page, you can choose to --

    Pick-up As Cash (PUA): Pick up your cash benefit/ dividend/ refund from any BPI branch. 

    Claim your benefit from any BPI branch near you even if you are not a BPI account holder. Simply present your valid ID with the reference code that we will send via SMS to your mobile number. 

     Important reminder! Given the controls that need to be in place when disbursing large pay-outs in compliance with our country’s Anti-Money Laundering Act, we will no longer be releasing benefit pay-outs of more than Php 500,000 or USD 10,000 through this Pick-up As Cash (PUA) facility. If you expect to receive more than this amount, please choose to have your benefit pay-out credited directly to your bank account instead.  

    Credit to Bank Account (CTA): Have the benefit/ dividend/ refund credited directly to your bank account. 

    Have your benefit credited directly to your bank account by letting us know your bank of choice and your account name/number. Here is a full list of our partner banks for your easy reference:

    Al-Amanah Islamic Investment Bank  
    Allbank Inc. 
    Australia & New Zealand Bank  
    Banco de Oro/ BDO Unibank Inc. 
    Bangkok Bank Public Co., Ltd. 
    Bank of America N.A. 
    Bank of China 
    Bank of Florida  
    Bank of the Philippine Islands 
    BDO Network Bank Inc. 
    Camalig Bank Inc. 
    Cebuana Lhuillier Rural Bank Inc. 
    Chinabank 
    CIMB Bank Phils., Inc. 
    Citibank 
    CTBC Bank (Philippines) Corp. 
    DCPAY Philippines (COINS.PH) 
    Deutsche Bank 
    Development Bank of the Philippines 
    Dungganon Bank, Inc. 
    EastWest Bank 
    Equicom Savings Bank, Inc.  
    HSBC Savings Bank Inc. 
    Industrial Bank of Korea 
    ING Bank, N.V. 
    KEB Hana Bank  
    Landbank of the Philippines 
    Malayan Bank Savings and Mortgage Bank Inc. 
    Mega International Commercial Bank Co. Ltd 
    Metropolitan Bank and Trust Company 
    Mizuho Bank Ltd 
    MUFG Bank, Ltd 
    PayMaya Philippines Inc. 
    Philippine Business Bank, Inc.  
    Philippine National Bank 
    Philippine Trust Company  
    Philippine Veterans Bank  
    Producers Savings Bank Corporation 
    Rizal Commercial Banking Corporation 
    Robinsons Bank Corporation 
    Rural Bank of Guinobatan Inc. 
    Security Bank 
    Shinhan Bank 
    Sumitomo Mitsui
    Banking Corp. 
    The Hongkong and Shanghai Bank Corporation Limited Philippines 
    The Standard Chartered Bank  
    UnionBank of the Philippines 
    United Overseas Bank Phils. 
    Wealth Development Bank, Corp. 
    Yuanta Savings Bank

    Payment for Your Policy (Maturity Recapture): Use your benefit to pay for a new or for your existing policy’s premium or loan. You can also use it to top-up to your variable unit-linked policy.

    This is applicable to policies with maturing benefits not yet disbursed through credit to bank account, pick up as cash or check.   

    The new or existing policy from which the benefit will be used for should be under the same policy owner’s name or that of their immediate family member. If you choose to use your maturity benefit to pay for a variable unit-linked policy, please make sure that you send us your request at least 28 days from premium due date. 

    If you will only use a portion of your benefit, you enroll your preferred disbursement option here so we can refund to you the balance benefit amount.    

    Make sure your contact information on record, such as your mobile number or e-mail address, is updated. Regardless of the pay-out option you choose, we will update you on the status of your request via SMS or e-mail. To update your contact information, simply click here. 

    Important Reminder! If the policyowner is a corporation, you may update your contact information by filling out the Policy Detail Amendment Form. It should be signed by an officer of the corporation and must be accompanied by a Corporate Secretary’s Certificate and Board Resolution authorizing the change on the policy and giving authority to the executing officer to sign on behalf of the corporation. Please visit any of our Customer Service Centers or reach out to your Financial Advisor who can assist you with your requests for the Benefit Payout Enrolment and change in contact information.


    How do I reactivate my lapsed policy?

    You may reactivate your policy within three (3) years from the date of lapsation by paying the reinstatement cost and filling out the online Health Declaration Form* through My AIA.

    *Additional requirements (such as medical examination) may be required to facilitate the reinstatement of your policy.

    Simply log in to your My AIA account to view your lapsed policy. Click on “Proceed” to reactivate your policy. You may also go to “My Policy” tab and click on “View Details. Select “Manage Policy > Make a Policy Request > Reactivate a Lapsed Policy”.

    Approval of your reactivation request will be sent to you within three (3) days through SMS. 

    Your Financial Advisor may also assist you in reactivating your policy through iServe.


    + Expand All
    - Collapse All

    What is the Bayanihan to Recover As One Act (RA11494)?

    Republic Act 11494, enacted on September 11, 2020, seeks to provide mechanisms to bolster the resiliency of the Philippine economy in response to the COVID-19 pandemic.

    Under the act, life insurance companies, such as AIA Philippines, shall be mandated to implement a one-time sixty (60)-day grace period for payments and the waiving of interest charges and late payment fees for all customers with payment due dates falling from September 2020 to December 2020.


    Who are covered under RA11494?

    The 60-day grace period shall be extended to all customers of AIA Philippines with due dates from September to December 2020 as reflected in their respective Statements of Accounts. It shall be applied to a policy once. Thus, if a policy is enrolled under a monthly or quarterly payment scheme, the customer shall only be able to settle their premiums beyond their due dates on the month or quarter they choose to apply it.

    Customers with due dates before September 2020 and after December 2020 shall not be covered under this act. Any due date outside of the September to December 2020 period shall be applied as scheduled.


    What does the 60-day grace period imply?

    This simply means that customers may opt not to pay for premiums on their respective due dates and pay 60 days after instead. If a customer is on monthly or quarterly payment scheme, however, this privilege shall only be applied once, on the month or quarter the customer chooses to avail himself of it.

    See the sample illustrations below.


    Original Payment Due Date New Due Date Given the Bayanihan to Recover As One Act Customer Action
    September 30, 2020 November 30, 2020 Option to pay on or before November 30,2020
    October 15, 2020 December 15, 2020 Option to pay on or before December 15, 2020
    January 2, 2021 Not covered by the 60-day Grace Period Payment must be made on or before January 2021

    Should a customer wish to avail himself of the 60-day grace period, as well as the waiver on interest charges and late payment fees, AIA Philippines must be notified through an email to policyrequests@aia.com.


    Are any requirements needed to avail myself of the 60-day grace period?
    There is no need to submit supporting documents to avail yourself of the grace period. However, a customer must inform AIA Philippines through an email to policyrequests@aia.com that he wishes to avail himself of the 60-day grace period, and as applicable, the waiver on interest charges and late payment fees.

    Can customers settle premiums and not avail themselves of the 60-day grace period?
    Yes, they may continue to pay. For customers’ safety and convenience at this time, premium payment through our digital payment facilities such as ePayments (available on ePlan), bank bills payment, or the GCash/ PayMaya/ Bayad Center app is encouraged.

    You can view here our list of available payment facilities and for further information on how customers can manage policy activity relative to payment of premiums.

    Should customers pay on or before their original due date, they shall be eligible to receive triple points and a chance to win a Php100,000 e-voucher (equivalent to 500,000 points) under the AIA Philippines Rewards Program. The points may be used to redeem perks from over 200 partner merchants such as SM, Lazada, Toy Kingdom, and many more.

    A customer received a Statement of Account reflecting the original due date and is charged late payment fees. What should he do?

    It is possible that the policy has fallen into Auto Premium Loan (APL) status, which means that the grace period granted has already ended (i.e. already beyond 60 days). In such cases, payment for outstanding premiums will be taken from the policy’s cash value and charged with a corresponding interest. Policies on APL are not covered by RA11494, and as such, will not be eligible to its terms, i.e. 60-day grace period and waiving of interest charges and late penalty fees.

    It is best to settle payment immediately through any of our available digital facilities so that further deductions to the policy’s cash value will not be made and the policy remains in-force.


    A customer is enrolled in an Automatic Debit Arrangement (ADA)/ Automatic Credit Arrangement (ACA). Can he avail himself of the 60-day grace period?

    AIA Philippines shall continue to charge outstanding premiums against a customer’s nominated debit or credit card. If the customer wishes to temporarily suspend enrollment in these facilities in light of RA11494, an e-mail must be sent to policyrequests@aia.com indicating when enrollment will be suspended, and when it will be resumed.

    Note that once a customer is enrolled on either ADA/ ACA, any missed premiums will be manually billed and that admin charges will be collected on the customer’s following due date.


    Can a customer change his payment schedule after his 60-day grace period?

    Yes. At AIA Philippines, we understand that in these trying times, there may be concerns on covering premiums to keep policies active. To facilitate the change in payment schedule, customers may simply send the following to policyrequests@aia.com:

    • Requested change in payment mode* (e.g. from annual to quarterly)
    • Filled out Policy Detail Amendment Form
    • Valid ID with 3 specimen signatures

    * Should a customer opt to change his premium payment mode to monthly, the following must be submitted for enrollment in the auto-charge arrangement facility: a fully accomplished Credit Card Authorization Form, valid ID with 3 specimen signatures, and the front copy of the customer’s credit card.

    Who can customers get in touch with for further queries?

    Our lines remain open for our customers. These are among our touchpoints that remain available:

    • The customer’s assigned financial advisor
    • Aya of AIA Philippines on Facebook Messenger
    • Our Customer Care at customerservice.ph@aia.com

    + Expand All
    - Collapse All

    Who can file a claim?

    There are three (3) types of claims that AIA Philippines delivers to its customers and their beneficiaries – accident, illness, and death.

    Accident and Illness related claims such as Medical Reimbursement, Daily Hospital Income, Critical Illness, Disability, and Dismemberment must be filed by the policy owner or the person insured by the policy. 

    Death Claims may be filed by the beneficiary/ies as stated in the insured’s policy contract or by their legal representative.


    How can I file a claim?

    We have made it hassle-free for you to file a claim. Simply click here to file your claim and follow these (3) easy steps-

    1. Fill out the form.
    2. Submit your requirements. The documents must be in .jpg or .pdf formats and must not exceed 5MB in file size.
    3. Get your reference number for status tracking.

    Once you submit your requirements, your request will be reviewed and evaluated by our claims team. You can expect to receive an update from us via SMS and e-mail within 7-10 working days


    Is there a specific time frame that I can file a claim?

    A claim should be filed by the policy owner/ insured or by the beneficiaries within five (5) years from the time the incident occurred.

    This time frame is stated under the ‘Limitation of Action’ provision of the policy owner’s contract.


    How long does it take for a claim to be processed?

    Should your requirements be in order, please expect your claims pay-out to be credited to your nominated account within ten (10) to fifteen (15) working days depending on the nature of the claim. For claims requests with contestable cases, pay-out will be made within twenty (20) working days for individual claims and thirty (30) working days for group claims.


    How can I check the status of my filed claim?

    If you filed your claims request online, please click here and input the reference number to check on the progress of your request.


    How will I receive my benefits?

    When filing a claim, you will be asked how you would like to receive your benefit pay-out. You can choose to --

    Claim at any BPI or BPI Family Savings Bank. Claim your benefit at any BPI or BPI Family Savings Bank near you even if you are not a BPI account holder. Simply present your valid ID with the reference code that we will send via SMS to your mobile number.

    Important reminder! Given the controls that need to be in place when disbursing large pay-outs in compliance with our country’s Anti-Money Laundering Act, we will no longer be releasing benefit pay-outs of more than Php 500,000 or USD 10,000 through this Pick-up Anywhere (PUA) facility. If you expect to receive more than this amount, please choose to have your benefit pay-out credited directly to your bank account instead.  

    Credit to your Bank Account. Have your benefit credited directly to your bank account by letting us know your bank of choice and your account name/ number. Here is a full list of our partner banks for your easy reference:

    • Al-Amanah Islamic Investment Bank 
    • Allbank Inc. 
    • Australia & New Zealand Bank
    • Banco de Oro/ BDO Unibank Inc. 
    • Bangkok Bank Public Co., Ltd. 
    • Bank of America N.A. 
    • Bank of China 
    • Bank of Florida 
    • Bank of the Philippine Islands 
    • BDO Network Bank Inc. 
    • Camalig Bank Inc. 
    • Cebuana Lhuillier Rural Bank Inc. 
    • Chinabank
    • CIMB Bank Phils., Inc. 
    • Citibank 
    • CTBC Bank (Philippines) Corp. 
    • DCPAY Philippines (COINS.PH) 
    • Deutsche Bank 
    • Development Bank of the Philippines 
    • Dungganon Bank, Inc.
    • EastWest Bank 
    • Equicom Savings Bank, Inc. 
    • HSBC Savings Bank Inc. 
    • Industrial Bank of Korea 
    • ING Bank, N.V. 
    • KEB Hana Bank 
    • Landbank of the Philippines 
    • Malayan Bank Savings and Mortgage Bank Inc.
    • Mega International Commercial Bank Co. Ltd
    • Metropolitan Bank and Trust Company
    • Mizuho Bank Ltd 
    • MUFG Bank, Ltd
    • PayMaya Philippines Inc. 
    • Philippine Business Bank, Inc.
    • Philippine National Bank 
    • Philippine Trust Company 
    • Philippine Veterans Bank 
    • Producers Savings Bank Corporation 
    • Rizal Commercial Banking Corporation 
    • Robinsons Bank Corporation 
    • Rural Bank of Guinobatan Inc. 
    • Security Bank 
    • Shinhan Bank 
    • Sumitomo Mitsui Banking Corp. 
    • The Hongkong and Shanghai Bank Corporation Limited Philippines 
    • The Standard Chartered Bank 
    • UnionBank of the Philippines 
    • United Overseas Bank Phils. 
    • Wealth Development Bank, Corp. 
    • Yuanta Savings Bank


    I am based overseas. How can I file a claim?

    With the convenience of filing a claim online, you don't need to be physically present in the country to submit the required documents. Simply click here to file your claim online and follow these three (3) easy steps- 

    1. Fill out the form.
    2. Submit your requirements. The documents must be in .jpg or .pdf formats and must not exceed 5MB in file size.
    3. Get your reference number for status tracking.


    Can a minor file for a claim?

    Minors (below 18 years old) can also file for a claim but certain documents are needed for us to process the request.

    To file for a claim with a benefit pay-out that amounts to less than Php 500,000, we would need the claimant to submit an affidavit of legal guardianship apart from the usual documents required to file a claim, which you can find here.

    However, if the benefit pay-out amounts to more than Php 500,000, we would need the claimant to submit a guardianship / judicial bond apart from the usual documents required to file a claim, which you can find here.

    This is consistent with Section 182 of the Revised Insurance Code, as amended by Republic Act 10607 which states that:

    Section 182. In the absence of a judicial guardian, the father or in the latter's absence or incapacity, the mother, of any minor, who is an Insured or a beneficiary under a contract of life, health, or accident insurance, may exercise, in behalf of said minor, any right under the policy, without necessity of court authority or the giving of a bond, where the interest of the minor in the particular act involved does not exceed Five hundred thousand pesos (Php500,000.00).

    In the absence or in case of the incapacity of the father or mother, the grandparent, the eldest brother or sister at least eighteen (18) years of age, or any relative who has actual custody of the minor insured or beneficiary, shall act as a guardian without need of a court order or judicial appointment as such guardian, as long as such person is not otherwise disqualified or incapacitated. Payment made by the insurer pursuant to this section shall relieve such insurer of any liability under the contract.

    To file, simply send us an e-mail at customerservice.ph@aia.com with the following information and documents --

    • Policy Owner’s Full Name (First Name, Middle Initial, and Last Name),
    • Mobile or Landline Number,
    • High resolution scanned copies of the requirements needed to process the claim as indicated earlier.

    An AIA Philippines customer representative will contact the claimant within one (1) day to help with the next steps.


    How do I file an appeal for a denied claim?

    To file an appeal for your denied claim request, simply send us an email at claims@aia.com. An AIA Philippines representative will contact you within one to two (1-2) days to help you with the next steps. 


    How can I find out how much benefit I can claim from my policy?

    While the benefit amount to be paid out for claims requests are subject to our assessor’s evaluation and approval, you can still easily check the amount covered by your policy benefits by reviewing your policy details in ePlan.

    Not yet registered on ePlan? Click on ‘Register’ here and follow the step-by-step instructions you will find on your screen. Once done, you will receive a confirmation e-mail from AIA Philippines with your log-in details.


    Can a beneficiary waive his/her rights in favor of someone else?

    Yes, this is possible. The beneficiary has to fill-out the form found here and submit a duly notarized Waiver of Rights in addition to the necessary requirements to file for a claim.


    Who can I get in touch with for further queries?

    Our lines shall remain open for any questions about your policy. Please reach out to us through any of the following channels:

    • Your financial advisor
    • Aya of AIA Philippines on Facebook Messenger
    • Our Customer Care at customerservice.ph@aia.com, (02) 8528-2000 or PLDT toll-free 1-800-10-528-2000

    GENERAL INFORMATION

    + Expand All
    - Collapse All

    What or who is AIA?

    AIA is our Hong Kong-based parent company and is the largest independent publicly listed pan-Asian life insurance group – with presence in 18 markets across the Asia-Pacific region.​

    They have been present in the Philippines since 2009 upon the formalization of the acquisition of AIA Philam Life from former parent company AIG.


    Why are you changing your name?

    The north star for our brand has always been to be AIA since the acquisition. We have made strides towards closer association, from changing our brand color from blue to red, to incorporating the line “An AIA Group Company” in our logo, to formally changing our name to “AIA Philam Life” in 2019. This 2021, we are fully embracing the name of our mother company.


    What will happen to Philam?

    AIA Philippines and Philam Life are one and the same. Aside from changing the name, nothing else will happen. We will honor all existing in-force or active contracts, and we will remain a committed partner to all stakeholders and customers.


    What will your new name be?

    We will be changing our legal name from “The Philippine American Life and General Insurance Company” to “AIA Philippines Life and General Insurance Company, Inc.” Our brand or trade name will also change from “AIA Philam Life” to “AIA Philippines.”


    Did you change your name because there was a change in ownership?

    No. AIA Group acquired Philam Life back in 2009 and continues to be the mother company today.​


    Will there be a change in management?

    No. AIA Philippines will maintain its current management.​


    Is Philam in financial straits? We are seeing Philam properties being sold and signage being put down.

    No. AIA Philippines is very stable, consistently leading in key metrics such as net income and assets. The sale of our properties is part of our strategic initiative to 1) sell assets that are no longer in central locations or are now considered as low-value assets, and 2) acquire high value-properties in prime areas particularly in central business districts. ​


    CUSTOMER TOUCHPOINTS

    + Expand All
    - Collapse All

    Will your website address change?

    Yes. Our new website address will be https://www.aia.com.ph. Using the old website address will automatically redirect you to the new one.


    Will your social media pages reflect the new name?​

    Yes. Our social media pages’ names are as follows:​

    Facebook - facebook.com/aiaphilippines
    Instagram - @aiaphilippines
    Twitter - @aia_philippines
    LinkedIn - https://www.linkedin.com/company/aiaphilippines/


    Will the customer care email change?​

    Yes. The new customer care email will be customerservice.ph@aia.com. All emails sent to philamlife@aia.com will automatically be redirected to the new email address.


    Will the SMS ID or sender name change?

    Yes. SMS communications from AIA Philippines will bear the sender name “AIA PH.”​


    Why am I still getting emails and SMS that say “Philam Life”?​

    We are still in a transition phase of updating all our communication materials including our servicing emails and SMS. We apologize if this has caused any confusion. Rest assured, we are working towards standardizing our brand name across all our communication materials.​​


    Will I be able to file claims at AIA branches globally?

    No. While we are a global company, your records remain with the Philippine-registered company, AIA Philippines, regulated locally by the Insurance Commission. But don’t fret! You wouldn’t have to visit branches to file claims. You may file claims online, 24/7, without leaving the comfort of your home. Simply click the “Claims & Support” tab at https://aia.com.ph.​


    POLICY-RELATED QUERIES

    + Expand All
    - Collapse All

    Will you change your forms, contracts, and the like?

    Yes, all documents will reflect the new legal and trade names as well as our new logo.​


    Will my benefits change? Will I need a new contract for my existing policies?

    No. AIA Philippines will honor all active or in-force contracts issued under Philam Life. Your benefits will remain as they are, governed by the Terms & Conditions you agreed on upon signing.​


    I have invested in your funds. Will fund names change?

    Our fund names will remain the same to avoid confusion in your investments. ​


    Why do my new receipts still say “Philam Life”?

    Our application for name change for our receipts is still being processed by BIR, but rest assured that your receipts are legitimate, valid, and legal proofs of payment for your premiums.​


    Why does my application form for a new policy still say “Philam Life”?​

    While we have legally changed our name, we are still in a transition period. While our internal systems are being updated, application forms may continue bearing the name Philam Life. Rest assured that these application forms are valid and legitimate.​


    Why are your properties still named “Philam Life”?​

    The transition of our brand names on our properties will be phased to comply with logistics restrictions brought about by the pandemic.​


    I’m an OFW and can’t return yet to the Philippines. But since you’re now a global brand, can I sign my contract here abroad?​

    While our digital selling capability has allowed us to serve Filipinos abroad, the signing of the contract still needs to happen in the Philippines. The regulation on the sale of insurance in the Philippines is limited within Philippine jurisdiction – it is a regulatory requirement followed by all insurance companies in the Philippines, even those with global counterparts.​


    Do I need to re-enroll the biller name of AIA or AIA Philippines to my account for online bills payment?​​

    There is no need to re-enroll as our partner banks will automatically update the name of the company in your enrolled billers list.​​


    What are the acceptable names for check payments?​

    Check payments should be addressed to either:​

    ​AIA Philippines​, or​ AIA Philippines Life and General Insurance Company​, Inc.​

    Please note that checks using our former name (AIA Philam Life) will be accepted until October 8, 2021 only.


    Will your Biller name change for Payment channels?

    Yes. The biller name you will need to look out for will be:​

    ​AIA Philippines​
    AIAPH​

    ​But this will happen in phases. While we have already started coordinating the name change with our payment partners, the system changes from their end may not necessarily be in effect right away. We will keep you posted once there is a change in name on the platforms. In the meantime, you may still search for AIA Philam Life when paying.​


    How will this affect my Philam Vitality membership?​

    Your Philam Vitality membership will not be affected. The program name will simply be changed to AIA Vitality.​​


    CONTACT AIA PHILIPPINES

    PH: (02) 8 528 2000
    INT PLDT NDD: 1800 10 528 2000

     

    AIA Philippines Head Office
    23ʳᵈ Floor 8767 AIA Tower
    (formerly Philam Life Tower)
    Paseo De Roxas, Makati City
    Metro Manila, Philippines 1226

    CONTACT AIA Philippines

    PH: (02) 8 528 2000
    INT PLDT NDD: 1800 10 528 2000

     

    AIA Philippines Head Office
    23ʳᵈ Floor 8767 AIA Tower
    (formerly Philam Life Tower)
    Paseo De Roxas, Makati City
    Metro Manila, Philippines 1226

    GO TO

    AIA.COM

    Visit our corporate site to learn more about AIA.

    BPI AIA

    Explore AIA Philippines

    Our Products

    Live Better

    Contact Us

    AIA Philippines Funds

    About AIA Philippines

    Media Center

    Our Corporate Governance

    GO TO

    BPI AIA

     

    AIA.COM

    Visit our corporate site to learn more about AIA.

    EXPLORE AIA PHILIPPINES

    Our Products

    Live Better

    Contact Us

    AIA Philippines Funds

    ABOUT AIA PHILIPPINES

    Media Center

    Our Corporate Governance


    Copyright © 2015, AIA Group Limited and its subsidiaries. All rights reserved.
    Terms of Use | Privacy Statement | Cookie Policy

    This website uses cookies for the purpose of enhancing your user experience. You can find more information on the types of cookies we collect, what we use these for, and how to manage your cookie settings in our Cookie Policy and Privacy Policy Statement.