We understand what our customers need at different moments. We pledge to process services that matter to customers according to these standards:
| Service | Service Pledge | |
|---|---|---|
| Underwriting | Provide preliminary underwriting decision for new policies submitted via e-Application | 2 working days |
| Policy Service | Complete processing of online self-requests submitted via AIA Connect or Customer Corner (fund switching, policy loan, policy value withdrawal, e-Advice registration, e-BankIn registration, change of contact information) | Processed within same day |
| Claims | Provide preliminary claim decision for group medical claims submitted via AIA Connect or Employee Care Application | 3 working days |
| Provide response to booking request for panel doctor received via AIA Connect and hotline | 4 working hours | |
| Provide response to Medical Expense Pre-approval for outpatient and inpatient services | 2 working days |