Claims guide

How to make a claim

Choose your claim type to see the steps and the documents you'll need. You don't have to do it alone. Message me anytime.

Hospital admission (cashless / GL)

Get admitted at an AIA panel hospital without paying upfront, using a guarantee letter (GL).

1
Go to a panel hospital
Show your IC and AIA PUBLIC Takaful medical card at the admission counter and ask for the GL facility.
2
Sign the Pre-Authorisation Form
Sign the PAF to give your consent. Your specialist fills in the admission section and the hospital sends it to AIA.
3
Initial GL issued
AIA reviews your coverage and issues an initial GL. Emergency cases are prioritised. Some panel hospitals waive the deposit once the GL is issued.
4
Discharge & final GL
The hospital submits your final bill and reports. AIA issues the final GL, and you pay only for items that aren't covered before you go home.

Paid yourself at a non-panel hospital or clinic? Claim it back.

1
Download the claim form
Get the Hospital & Surgical claim form from the AIA form library, or ask me for a copy.
2
Fill in every section
Include your bank details. AIA pays claims straight into your account by e-payment.
3
Attach original documents
Use original bills and receipts. Photocopies aren't accepted for reimbursement claims.
4
Submit & track
Hand everything to me or any AIA Customer Centre, then track the status in the AIA+ app.

Claim your lump-sum benefit after being diagnosed with a covered critical illness.

1
Tell me as soon as possible
I'll check which illness and stage your certificate covers, and which forms you'll need.
2
Get the specialist's report
Your treating specialist fills in the attending physician's statement and attaches the diagnostic results.
3
Submit the claim
Send in the claimant statement, medical reports and ID documents through me or an AIA Customer Centre.
4
Assessment & payout
AIA may ask for more information. Once the claim is approved, the benefit is paid into your bank account.

For the nominee or family, to claim the takaful benefit when a participant passes away.

1
Notify AIA
Contact me or the AIA PUBLIC Takaful Care Line. I'll guide your family through every step.
2
Prepare documents
Get copies certified as true copies by AIA staff, a police station, a school headmaster or your village head.
3
Submit the claimant statement
The nominee or beneficiary submits the claim form with the supporting documents.
4
Benefit paid
Once the claim is approved, the benefit is paid to the nominee or beneficiary.

AIA PUBLIC Takaful Care Line

1300 88 8922

Claims department

1300 88 8933

Track your claim

AIA+ app → Claims History

Status updates appear within 48 hours of processing.