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  • faq

    • Claim
    • Understanding Terms
    • Payment
    • My AIA
    • CI Rider Premium Increment

    About Claim

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    How do I make a claim?

    Your friendly Life Planner will be there to assist you. In addition, you may contact our AIA Client Care at 086 999 242.


    Where can I obtain a claim form?

    Contact your friendly Life Planner to assist you, or you can contact AIA Client Care at 086 999 242.


    How to check claim progress?

    Claim status will be communicated to the mobile number given in the claim form submitted.


    INSURANCE TERMS FAQ

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    1. How does the Recovery Benefit help me?

    If you were diagnosed with any of the critical illnesses covered by this insurance benefit during the coverage period, we would pay you a Recovery Benefit to relieve your burden on expensive medical expenses. The amount we pay you will be the benefit amount for Recovery Benefit less the total amount of prior benefit we have paid to you. Definition of each critical illness will be specified in the Policy Contract.


    2. How does the Rehabilitation Benefit help me?

    If you became dismembered as defined under this insurance benefit during the coverage period, we would pay you a Rehabilitation Benefit to relieve your burden on unexpected expenses. Considering (1) the benefit amount for Rehabilitation Benefit, (2) the Policy Account Value, and (3) total premium paid for your Basic Policy prior to the claim event, the amount we pay you will be the highest among the three, less the total amount of prior benefit we have paid you.

    Under this insurance benefit, dismemberment means a complete loss and permanent irrecoverability of:

    a) Sight of two eyes, or

    b) Two or more limbs by severance at or above wrist or ankle, or

    c) Sight of one eye and one limb by severance at or above wrist or ankle.


    3. How does the Family Care Benefit help me?

    If you passed away during the coverage period, we would pay the beneficiary a Family Care Benefit to support their living. Considering (1) the benefit amount for Family Care Benefit, (2) the Policy Account Value, and (3) total premium paid for your Basic Policy prior to the claim event, the amount we pay the beneficiary will be the highest among the three, less the total amount of prior benefit we have paid you.


    4. What is Policy Account Value?

    Policy Account Value is the amount you would receive if you terminated your policy during the coverage period. We will determine the Policy Account Value of your policy by:

    a) adding up premiums you have paid for your Basic Policy and policy interest credited to your policy, and

    b) deducting policy charge applicable to your policy, claim payment from your policy (if any), and amount withdrawn from your policy (if any).

    Policy interest and policy charge are not guaranteed. We have the sole discretion to adjust interest and charges applicable to your policy according to the interest rate environment and operating conditions in Cambodia.


    5. When will I receive the No Claim Completion Benefit?

    We will pay you a No Claim Completion Benefit if your policy is still in-force at the end of the coverage period and you (or the beneficiary) have not made any claim under your policy.

    The No Claim Completion Benefit is the Policy Account Value of your policy. We will specify a guaranteed minimum amount of No Claim Completion Benefit in the Policy Contract. No Claim Completion Benefit payable at the end of the coverage period will not be lower than that amount unless you breach the relevant terms and conditions specified in the Policy Contract.


    6. What can I do if my financial needs or affordability change later?

    If your financial needs or affordability change in the future, you can:

    a) increase or reduce the benefit amount of your policy, subject to the proof of insurability and limits set by us; and/or

    b) add or drop insurance coverage of your policy subject to proof of insurability and the rules set by us; and/or

    c) increase or reduce premium of your policy subject to the limits set by us; and or

    d) apply to withdraw the Policy Account Value fully or partially.

    We will help you understand options available to you and the implications to your policy before you decide to make any changes. It is important to note that if you make the changes above, the guaranteed minimum amount of No Claim Completion Benefit specified in the Policy Contract will be affected and your policy may not last until the end of the coverage period.  


    7. What is the advantage of paying premium once every year?

    You can choose to pay the premium for your policy annually (once a year), semi-annually (once every six months), or monthly (once every month). You will pay a lesser premium as shown in premium calculator if you pay premium annually. Should you make a claim, we will deduct any unpaid premium for the remaining of the year if you pay premium semi-annually or monthly.


    PREMIUM PAYMENT

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    1. How can I pay premium for my Insurance Policy?

    You can pay the premium for your insurance policy via:

    1. Online payment by Visa or Master Master Card
    2. Cambodian Public Bank Branches
    3. Amret Microfinance Branches
    4. Wing Mobile App or Agents
    5. Pi Pay App
    6. ABA Mobile App
    7. ACLEDA Unity ToanChet
    8. Sathapana Mobile App

    2. Will there be any charges to pay AIA for my Insurance Policy?

    You do not need to pay any fee charges.


    3. What if I have overpaid my premium amount?

    You are required to inform to AIA Customer Care via : +855 86 999 242, then we will assist you.


    My AIA Instruction

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    Account Registration

    Go to www.aia.com.kh select on MY AIA >>> “Don’t have an account? Register> Existing Customer”

    • Step 1  : Create profile by fill in ID/Passport Number/Others and Date of Birth.
    • Step 2  : Set password: minimum 8 digits with format>> Capital letter, number, and special sign (except # and *) e.g.: Tola1234@@
    • Step 3  : Input OTP number in the blank fill>>>Verify

    Log-In

    Go to www.aia.com.kh select on MY AIA >>>

    • Step 1  : Log-in by fill in your email/mobile number, and password you have registered (Ex:85586*******).
    • Step 2  : Input OTP number in the blank fill>>>Verify

    Forget Password

    Go to www.aia.com.kh Select on MY AIA >>>Forgot your password?

    User as Email/Mobile Number

    • Step 1  : Fill in the E-mail/Mobile Phone Number (Ex: 85586******) >>> SUBMIT.
    • Step 2  : Set new password minimum 8 digits >> Capital letter, number, and special sign (except # and *) e.g.: Aia1234@@ >>> Save
    • Step 3  : OTP Number will send to your email/phone number >>> Input OTP number in the blank fill>>>Verify >>> Close

    CI Rider Premium Increment

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    Why my premium change?

    The premium for CI benefit changes every 5 years as per the premium schedule for CI benefit in the sales illustration. Please refer to CI Rider Policy Contract via My AIA, section “Premium Payment” to understand this change or contact 086/23 999 242.


    What is the benefit for me to pay the new premium?

    Your CI protection remains the same as per your protection plan to secure your financial need in the future. Please click this link if you wish to continue current protection amount with new premium.


    Can I continue to pay the same (existing) premium?

    Yes, you can. But your CI coverage amount will be adjusted accordingly. Please click this link if you wish to keep the same premium with adjustment in CI protection amount.


    How can I set standing instruction to allow for uninterrupted premium payment towards my policy?

    You can set up standing instruction with our banking partners with following options:

    1. Visit any branches of Campu, Amret and Prince bank to fill standing instruction form
    2. Seek assistant from your insurance life planner or our Customer Experience Service hot line via 023/086 999 242

    How can I make payment towards my policy with the revised amount?
    1. Please click here to see available payment options.
    2. You may also seek assistance from your insurance life planner or our Customer Experience Service hot line via 023/086 999 242

    After I set up standing instruction, how do I know if my payment deduct from my account for premium payment?
    1. AIA will send you an SMS confirmation
    2. In case premium deduction is not successful, you will receive an SMS notification from AIA. We will also call you and let you know

    Can I delay my payment?

    There is a 30 day grace period after your premium due date for you to complete outstanding premium period. 


    How do I ensure that my coverage is continue after my payment paid?
    1. You can assess to your Customer Portal by assess to MyAIA
    2. You will receive notification through SMS if your coverage is not continue

    What happened if I do not pay my premium after grace period?

    If  your premium is not paid after 30 days grace period, your policy will lapse and thus will no longer be able to provide the protection and benefits it was intended to.


    What can I do to make the payment if I am at overseas?
    1. You can make payment via a Master/Visa credit or Debit card on our online portal
    2. You can also make a payment via your banks mobile banking application. Click here to see the full list of banks supported
    3. We highly recommend that set up an online direct debit facility with your bank. Please click this here to proceed
    4. If you need assistance please feel free to call our Customer Experience Service hot line at 023 999 242/086 999 242 or via our email address KH.Care@aia.com

    CONTACT US
    CONTACT US
    CONTACT ADDRESS

    12th Floor, Exchange Square, Street  106 and Street 61, Sangkat Wat Phnom, Khan Daun Penh, Phnom Penh, Cambodia

    ABOUT AIA CAMBODIA

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    AIA.COM

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    CONTACT ADDRESS

    12th Floor, Exchange Square, Street  106 and Street 61, Sangkat Wat Phnom, Khan Daun Penh, Phnom Penh, Cambodia.

    ABOUT AIA cambodia

    Media Centre

    Careers

    FAQs

    AIA.COM

    Learn more about AIA Group.


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