Sales Compliance Modules

SALES COMPLIANCE MODULES
AIA Premier Academy (APAc) Malaysia

Updated as Rev05 2020/02/20
AIA confidential and proprietary information. Not for distribution.

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Table of Contents
❖ Anti-Money Laundering & Counter Financing of Terrorism (AMLA & CFT)
❖ Agency Business Quality (ABQ) 2020
➢ Policy Delivery
➢ Welcome Call
➢ Social Media Policy
➢ Anti-Fraud Policy
➢ Reprimand Guidelines
➢ Service Guide
❖ Code of Conduct & Ethics
❖ Market Conduct Guidelines
❖ Replacement of Policy (ROP)
❖ Anti-Corruption Policy
❖ Data Privacy
❖ Foreign Account Tax Compliance (FATCA)
❖ Common Reporting Standard (CRS)
❖ Offshore Customer Guidelines
AIA confidential and proprietary information. Not for distribution. Updated as Rev05 20.02.2020 2
.
Anti-Money Laundering &

Counter-Financing of Terrorism
AIA Premier Academy (APAc)


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Contents – AMLA & CFT
❑ Introduction
❑ Personal Liability
❑ Know Your Customer
❑ Suspicious Transactions Reporting
INTRODUCTION
- What is ML & TF?
Money laundering (ML) is a Terrorism financing (TF) is the

process of converting cash or act of providing financial
property derived from criminal support, funded from either
activities to give it a legitimate legitimate or illegitimate
appearance. source, to terrorists or terrorist
organizations to enable them to
carry out terrorist acts
INTRODUCTION
- How Do Criminals Launder Money?
GLOBAL MONEY LAUNDERING NEWS
7
AIA confidential and proprietary information. Not for distribution. Updated as Rev05 20.02.2020
Personal Liability
Life Planner is reminded to conduct

Customer Due Diligence / Know Your
Customer vigilantly especially
applications by high risk customers, and
report any suspicious transactions to
Management as per the AML/CFT Act
2001 and BNM guidelines
Para 23.6.2 of BNM ‘s AML/CFT guidelines

Life Planners must be made aware that they
may be held personally liable for any failure to
observe the AML/CFT requirements.
Know Your Customer
To know your customer, life planners are

required to perform Customer Due Diligence
(“CDD”)
CDD is a process of identifying and verifying the

identity of a customer until a reasonable belief that the
true identity could be established. CDD procedures are
referred to as “Know Your Customer” (KYC)
procedures.
Know Your Customer
Individual Customers
➢ Obtain info on full name, DOB, contact number,
nationality, mailing and residential address,
occupation or business, name of employer or nature
of self-employment/nature of business, purpose &
nature of transaction.
➢ A copy of IC/passport for individual.
Know Your Customer
Corporate Customers
➢ Obtain information on name, legal form and proof of
existence such as M&A/Certificate of
Incorporation/Partnership (CTC), power that regulate
and bind the customer i.e. Directors’ resolution, and
address of the registered office and principal place of
business.
➢ CTC copy of Form 24 and 49, authorization
letter/director resolution, and NRIC/passport to identify
the authorized person.
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Know Your Customer

When stating the customer’s occupation…
Generic occupations such as “businessman” or
“sole proprietor” or “others” should not be allowed.
Instead, the customer should state a specific

occupation e.g. Retailer of Household Electrical
Product.
Why does verification need to be performed?

❖ To ensure the company does not authorize the acceptance
of an anonymous policyholder or a policyholder with a
fictitious / false / incorrect name
Know Your Customer
Certain customers may pose higher risk hence

Enhanced Due Diligence (“EDD”) is required. EDD
is a process of taking additional measures, in
accordance with assessed risks, to identify and
verify the customer or transactions and to
understand the sources of funds and wealth that are
involved.
EDD may be required in the following situations:
▪ From high risk countries
▪ From high risk occupation
▪ Purchasing large premium policy
▪ High ratio of premium payment against declared annual income
▪ Politically Exposed Person (“PEP”) or related party to the PEP
▪ High risk customers as determined by Compliance Department
Know Your Customer
As part of the EDD, additional documents may be requested.

For example:
Type of Applicant Examples of documents required
Business Owner Business Registration

Director Company Returns
Individuals with high premium Source of income documents e.g.
to income ratio Letter of employment, EA Form, etc.
Know Your Customer
Who is a Politically Exposed Person?

A local or foreign individual entrusted with a prominent public
function such as
❖ Cabinet ministers including their deputies;
❖ Members of the State Executive Committee;
❖ Senior Management of Government-Linked Companies e.g.
Chief Executive Officer, Chief Operating Officer, Chief
Financial Officer, etc.; and
❖ High Ranking Military Officials
Know Your Customer
Who is a Politically Exposed Person? (Cont’d)

Other key points to note for Politically Exposed Person are
It includes immediate family and close associates
It excludes junior & middle ranking officers/officials
Suspicious Transaction Reporting
You are responsible to report any

suspicious transaction to your
Director of Agency or Branch Manager
immediately
Suspicious Transaction Reporting
Examples of suspicious transactions include:

❖ An unusual or disadvantageous early redemption of an
insurance policy
❖ Payment via 3rd party cheques where the customer has his
own current account.
❖ The customer attempts to purchase a policy that is beyond
his income, and the source of fund is unclear or suspicious
❖ The customer is not interested in the benefits of the policy
but the amount of refund and whether it can be refunded to
a 3rd party.
❖ Purchasing large premium policies or top-ups for
investment-linked policies with cash.
Offences under the Anti-Money Laundering, Anti-Terrorism
Financing and Proceeds of Unlawful Activities Act 2001
Laundering Money
5 times the value of
proceed, or
RM 5 million
(whichever is higher)
and 15 years
Accepting business imprisonment Not reporting
from a designated suspicious
terrorist under the transactions
Act RM 1 million max
RM 3 million max &/or 3 years
&/or jail max 5 years. imprisonment.
Offences
Not co-operating
Tipping off
with regulators
RM 3 million max
RM 3 million max
&/or jail max 5 years.
&/or jail max 5 years.
Non-compliance
with Record
Retention
Requirements
RM 3 million max
&/or jail max 5
years.
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Agency Business Quality (ABQ) 2020


Key Focus 2020
• Policy Delivery
• Purpose of Welcome Call
• AIA Social Media & Website Policy
• Zero Tolerance on Fraud
• Escalation Channel in handling customer’s queries
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Policy Delivery
DID YOU KNOW?
AIA Life Planners are required to deliver the policy contract to

customers WITHIN 14 DAYS from policy issuance
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Welcome Call
DID YOU KNOW?
Welcome Call is a regulatory requirement for company to assess

the quality of advisory process of the Life Planners.
Welcome Call is conducted WITHIN 30 DAYS from despatch of

policy contract
Life Planners MUST inform customers on the possibility of

receiving a Welcome call from AIA
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Social Media Guidelines

Explaining our Social Media Policy for Agents


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AIA Social Media & Website Policy
Tips on social media platform

A smart profile without AIA name & logo
A standard disclaimer disclosing your association with AIA

E.g. The statements or opinions expressed on this site are my own
and do not necessarily represent those of AIA.
Publish accurate & verified contents only without referring to BNM
Make reference to sources of your content appropriately
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Your Responsibilities as AIA Agent
Social Media Policy

Social media has become an essential part of This document explains our social media policy
the way we interact, communicate and engage for employees in more detail, providing a deep
our friends, families and co-workers, with 2.1 dive and examples to help you understand your
hours per day spent on social media by the do’s and don’ts. Details found within the AIA
average person in Asia.
Group Social Media Policy (Agents) take
precedence over the guidelines, therefore you
As an AIA agent, your actions on social media
can also have an impact on the brand. Whether should familiarise yourself with the policy before
you are using social media for business (to reading these guidelines. This document should
engage prospects, share information with clients also be read in conjunction to the Market
or to recruit) or for pleasure (to post about your Conduct Guidelines.
daily life and activities), you must be mindful of
our guidelines. Any questions? Please contact your Agency
Management Department.
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I am an AIA brand ambassador
As an AIA agency leader or agent, it’s important to understand social media

best practices, as your actions impact AIA.
Whether you are acting in a professional or personal capacity, be a brand

ambassador at all times by promoting the Company, AIA products, services,
systems and your colleagues.
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I am an AIA brand ambassador

Before publishing content on social media platforms, just remember AIA.
Ask – Why am I posting this? Am I adding value? Am I salving a problem?
Imagine – Am I comfortable with my name and photo next to this content?
Assess – How would posting this information effect my personal brand,

and the AIA brand?
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Social Media – Do’s
Remain professional when growing your business on social media

✓ Use professional language, avoid profanities at all times, and keep your tone
and manner respectful and in line with how you would behave in real life.
✓ Ensure your content is always appropriate. It may be tempting to share some

of the great rewards you have been able to receive as an agent at AIA, but
be mindful of how this appears to others.
Example of a professionally written post Example of a post with profanity
Example of a poorly written post Example of a post written in poor taste
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Be respectful, truthful and transparent

Think before posting. Anticipate how people may react to what you say. Use a
disclaimer: “I am an agent of AIA. The statements or opinions expressed on
this site are my own and do not necessarily represent AIA.”
Include a disclaimer in the descriptions of Be transparent when talking about anything related to Think before you speak. A granting social
personal social media pages you have an AIA. Your post should be authentic, truthful, and not media post can tarnish you the Company’s
active presence on appear to be “hard sell” professional image.
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Only publish images and articles with permission and reference source
When sharing third party content always make sure you credit appropriately. It
may seem harmless, but many brands have strict rules around reposting or
using their content. Be safe: check the rules and attribute credit wherever
possible.
Include a photo source when you use photos from
Include a content/link source third party websites or public content from users Not crediting the source of third party content
Source for
infographic is not
credited in post copy
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Protect our policyholders’ privacy
When you talk about your work with AIA, always ensure that you protect our
policyholders’ privacy. Share success of your work as an agent, but must never
publish personal information on social media that can be used to identify a
policyholder. Always strive to protect their privacy.
How to talk about your work without disclosing personal Any personal information regarding your clients should never be
information about your clients shared to protect their privacy
Source for
infographic s not
credited in post copy
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Direct journalists or analysts to the appropriate spokesperson
You may receive questions about AIA from journalists or analysts. Even if you are
friends, they may use your opinions in official stories or newsletters about AIA.
Direct journalists or analysists to the corporate communications team. This
includes comments received under your posts, posts to your wall and private
messages.
Example of how to Example of how not to

respond respond
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Train yourself
Keep up-to-date with AIA social media practice, industry regulation, and new
social trends. For example, understand the guidelines behind promoting content
on social media to ensure that you don’t violate any rules.
Facebook guidelines: https://www.facebook.com/page_guidelines.php

Twitter guidelines: https://support.twitter.com/articles/18311
Social Media – Don’ts
Do not use the AIA brand without permission
Ensure your social media account can be clearly identified as an agent. Don’t
setup an unofficial AIA social user profile, username, or page name that can
mistaken as a brand channel.
What a good social media profile will include What an unofficial AIA account or poor social media account will look like
• Profile picture of
yourself, not the
AIA brand logo
• Clear
identification of
your name
• Account name that

refers to your
persona, not the
• Disclaimer noting that you
AIA brand
are an AIA agent and all
opinions are your own
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Do not post confidential information or trade secrets relating to AIA or our partners
If you’re unsure about that sensitivity of a piece of information regarding AIA,

consult your Agency Management Department.
Remember: Once a comment is uploaded to a social platform it is no longer
confidential, despite what your privacy settings might be.
Example of posting information that is public
Example of posting information that is confidential
Do not post or make comments about our competitors or partners
While your customers and clients may want you to make negative comparisons
to other brands, stick to the facts (e.g. product) versus feelings or opinions that
can be construed as an attack on competitors or partners.
Example of how you should post Example of how you should not post
Do not disguise your identity on social media
Agents shouldn’t disguise their identity or intent when promoting or advertising

for AIA. For example, an agent should not post favorable comments about AIA’s
services as if he/she is a customer. Always disclose your connection with the
brand.
Example of how you should post Example of how you should not post
Do not collect information about individuals over social media
Agents should not use information collected from a public sources for any
purpose (especially marketing) unless they have given consent to use their data.
Even if an individual’s personal data can be obtained publically, it

does not mean that such individual has agreed to the use of
his/her personal data for any purposes
If it is a post on brand channels, flag the post to
your Agency Management Department
instead: they will alert trained staff who will
Do not respond to negative postings about AIA know the best way to respond
You may want to respond to a negative post about

AIA that you see on social media. Pass the posts
to trained, official AIA social media spokespersons
to handle.
If it is on your personal channels, ignore it
Do not use your AIA email address for personal or non-AIA related messages
This includes using our AIA email address when singing up for digital
accounts not related to your work at AIA. It can leave your AIA account and
data vulnerable to attack.
Use your work email for AIA social Do not use your work email for websites visited in
media accounts only your personal time
Social Media – Sample Agent Profile
An agent profile page should look ‘smart casual’
Your profile picture should look

professional and authentic.
Your “About” description can

include your hobbies but must
also include a disclaimer
about how your statements
do not represent AIA.
The content you post should

be relevant to the services of
AIA (e.g. health and wellness,
saving, investing).
Social Media – Sample Agent Profile
An agent profile page should look ‘smart casual’
An agent profile page should not present itself in a way that would hurt the image
of the AIA brand.
Don’t use unprofessional or

suggestive profile photos, and
refrain from uploading such
photos in social media posts.
Your profile description should not

depict you as someone who
doesn’t take their profession
seriously.
Don’t publish posts you wouldn’t

want members of your family to
see.
Social Media – Update
Social Media – Update
Social Media
Always remember
➢ Prior approval from the Chief Agency Officer is required for the use of social
media to market the AIA brand by promoting AIA products. This includes the
setting up of websites which use the AIA logo or trademark. Failure to obtain
the necessary approval construed as a breach of the Social Media Guidelines
and the Life Planner will be subject to disciplinary action.
➢ Avoid from using regulator’s name and document for promotional gimmick.
Anti-Fraud Policy

Updated as at Rev05 2020/02/20

105
Anti-Fraud Policy
DID YOU KNOW?
AIA Group adopts zero Tolerance approach to Fraud

Examples such as MISAPPROPRIATION of PREMIUM and FORGERY of
SIGNATURE are serious offences
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Anti-Fraud Policy
Say NO to Fraud!
AIA Group is committed to conducting all of its business with the highest
level of ethics and integrity. To uphold this commitment and in particular, a
zero-tolerance approach to fraud, the Group requires adherence to this
Anti-Fraud Policy. The policy is intended to reinforce management
procedures designed to aid in the prevention, detection and investigation
of fraud, thereby safeguarding the Group’s assets and providing protection
from the legal and reputational consequences of fraudulent activities.
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Anti-Fraud Policy
What is Fraud?
An act of intentional deceit to secure (by the act or omission of another

person) an unfair or unlawful gain for oneself or another or a loss to another.
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Anti-Fraud Policy
Fraud Red Flags
▪ Trend of policy loans

▪ Trend of surrendered/lapsed policies
▪ Suspicious customer signatures
▪ Change existing information before withdrawal
▪ Delay in submitting customer premium
▪ Withdrawal of complaints by customers
▪ Etc..
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Anti-Fraud Policy
Examples of Fraud
• Signature forgery
• Misappropriation of premium
• Document falsification
• Embezzlement
• Fraudulent claim
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Anti-Fraud Policy
Consequence
Termination!
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Anti-Fraud Policy
Do the right thing…

The right way…
Don’t Do Fraud!
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Reprimand Guidelines


AIA Policies and Guidelines
As a right AIA premier agent, you should be familiar with and always
comply with the AIA policies and guidelines.
• Market Conduct Guideline
• Agent Code of Conduct
• AIA Group Social Media Policy and Guidelines for Agency
• AIA Group Anti Fraud Policy and Guidelines
• AIA Group Anti-Money Laundering and Counter Terrorist Financing Programme Policy
and Guidelines
• Economic Sanctions Compliance Policy and Guidelines
• AIA Group Anti-Corruption Policy and Guidelines
• AIA Group Data Privacy Policy and Guidelines
Reprimand Action Guidelines for Agents’ Misconduct
Why Reprimand?
❖ Administrative Reprimand is a process made available to the Company

to reprove and correct Agents’ misconduct.
❖ The reprimand is administered in writing to correct the identified

deficiency.
Note: The following slides include the course of action for more common situations
but is not an exhaustive list and is subject to amendments by the Company.
AIA confidential and proprietary information. Not for distribution. 57

** Updated as Rev05 20.02.2020
Reprimand Action
Intentional/Unintentional committing:
• Fraud
• Forgery
• Misappropriation of premiums/funds
• Money Laundering
Consequence:
Outright termination of agency
contract and placement under LIAM
and/or MTA Referred Listing.
Other Misconducts
• Misrepresentations such as
misleading statements, omissions
or incomplete comparisons
• Coercion and undue influence
• Tied Selling
• Holding Out
• Replacement of Policy
• Rebating
• Late delivery of policy contract
• Unprofessional servicing
• etc
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Service Guide

Updated as at Rev 05 2020/02/20

Service Guide – What is It?
❖ To further professionalize the insurance

industry, Bank Negara Malaysia (BNM)
requires the Service Guide to be posted in
the insurer’s website for customers with
effect from August 2016.
❖ This is to ensure customers are aware of
what service to expect when agents
approach them.
❖ The Service Guide outlines to customers what they can expect agents to do:
▪ Before You Buy an Insurance Policy/Participate in a Takaful Plan
▪ When You Decide to Buy an Insurance Policy/Participate in a Takaful Plan
▪ During the Term of an Insurance Policy/Takaful Plan
▪ The customer can refer to the Insurer’s Customer Portal and Contact
Numbers if customers have enquiries.
Service Guide – Summary
1. Introduce Self to Customer
• Show agent’s Authorization Card
• Use Customer Fact Find form to identify customer’s needs
• Recommend suitable plans
• Explain product features, benefits, exclusions and premium/
contribution charges
• Provide Product Disclosure Sheet
2. Customer Buys Insurance/Takaful Plan
• Assist customer to complete Application
• Submit signed application to Underwriting
• Medical examination – arrange medical examination for customer
• Nomination - provide information to customer on nomination/hibah
to ensure policy money/certificate benefits payable are received by
nominee or beneficiaries in the event of death.
• Policy Delivery – Inform customer policy/certificate will be delivered
within 14 days from application approval date.
• Explain policy/certificate terms/conditions
3. During Policy Term
• Assist in renewal process of the policy/certificate
• Provide after-sales service e.g. assist in policy changes, change of
address, mode of payment,
• Claims – guide customer on how to file a claim.
Dos and Don’ts in handling Sales Journey
Submit the collected
premium and application
Dos form timely to AIA
(applicable on hardcopy
user only)
Witness the signature by

Make sure you Explain the product customers on application Promptly deliver the Engage customers
have the relevant features and policy within 14 days and respond to
license before assumptions in Sales Ensure customer provide & inform customers customers’ requests
selling Illustration clearly accurate contact on the potential of promptly
information Welcome Call
Policy After
Solicitation Presentation Application
Delivery Sales
Do not produce your Do not ask customer to Do not alter your

own marketing sign any blank form customers’
material
material. & do not post information without
any social media Do not sign as agent if their authorization
Don’ts you are not the selling
agent
Do not advise your
customers to replace Do not receive 3rd party
the existing policies payment and do not pay
premium for your
customers’ policies
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Escalation Channel
Life Planner:
“If my customers have requests/complaints and I
would like to raise it on their behalf, who should I
bring this up to?”
IMPORTANT NOTICE
AIA:
“You may raise this to MY.ASSIST@AIA.COM. The
team will assist with your customer’s queries.”
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Code of Conduct and Ethics


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Duty to Insurance Profession
AIA is committed to maintaining the highest

standards of professional and ethical conduct
amongst its agency force.
Comply with
regulatory
requirements
and company’s
rules &
regulations
LIFE PLANNER HAS A DUTY
❖ Responsibility and accountability for our actions; Treating

Comply with
customer fairly to Responsibility
agency contract
❖ Continuing improvement in the quality and ensure policy
sold meets
of a Life
Planner
terms &
conditions
customer needs
service orientation of all our activities; and
❖ Upholding and maintaining the Company core
values.
Conduct
business with
honesty, integrity
&
professionalism
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Duty to Company & Customers
Always Remember Your Duty

❖ The Life Planner must conduct business in accordance with the legislative &
regulatory requirements and company’s policies and procedures at all times.
❖ The Life Planner shall conduct customer fact find (CFF) and recommend a
suitable insurance product that meets customer’s needs.
❖ All preferential transactions with insiders or related interest should be avoided. If
transacted, such dealings should be on a normal business criteria basis, fully
documented and duly authorized by the company’s management.
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What you need to do?
• Inform customer you are Life Planner of AIA and produce registration card for identification.
Introduction
• Perform Customer Fact Find (CFF) and recommend a suitable insurance plan that meets
Suitability
customer’s needs.
• Explain the recommended product features and benefits including exclusions and risks of early
Disclosure
termination/ surrender in clear and concise manner.
• Ensure customer discloses all pertinent information accurately and the consequences of non-
Advice
disclosure are pointed out.
• Forward all policy premiums to the company without delay.

Premiums
•Provide continuous service to the policyholder as and when required.

Servicing
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You Must NOT do!

Money Laundering
Misappropriation
Fraud / Forgery
Misrepresentation of facts
Breach of privacy/confidentiality
Unlicensed Selling
Holding Out/Tied Selling
Twisting/Churning
Coercion/Undue influence
Unauthorized Advertising/Sales Materials
Alteration of Authorized Sales Materials
Abuse of Company Trademarks/Copyrights
Improper use of Social Media
Conflict of interest
Poor training attendance
Any other unprofessional conduct
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Some Examples for reference

Category Definition Incident based example
Misappropriation of Monies entrusted to life planners by customers Life Planner collected cash or cheque payments from
customers’ funds are inappropriately used for own purposes or policyholders and diverted proceeds to pay for third
fraudulently misapplied for another purpose. party policies or cash collected was not remitted or not
remitted in a timely manner.
Forgery Knowingly making a false document with intent Life Planner forged customer signature on the
that: application form or documents or creation of a false
(i) it should in any way be used or acted upon as written documents / alteration of a genuine document
genuine, to the prejudice of a person; such as life insurance premium statement etc for the
(ii) some person should be induced, by the belief purpose of defrauding their customer
that it is genuine, to do or to refrain from doing
anything such that it results in loss to the client.
Twisting Persuading a policyholder to cancel a policy Life Planner induced the purchase of new life policy by
solely for the purpose of selling another policy making misleading statements with regards to the
without regard to possible disadvantages to the client’s existing policy and encouraging the client to
policyholder. terminate the existing policy.
Churning Abusing a client’s confidence for personal gain Asking customer to purchase single premium
by initiating transactions that are excessive and investment-linked insurance and shortly after asking
detrimental to the client’s interests. customer to surrender and subsequently get customer
to purchase a new policy and earning commission on
the new policy.
Misrepresentations Information which is material to the customer’s Life Planner induced the purchase of new life policy
such as misleading decision-making process shall be free of omissions by making misleading statements with regards to the
statements, and fully and accurately disclosed policy payment period etc or make derogatory
omissions or (i) to potential customer prior to purchase being remarks about the competitor policy or provide
incomplete made; and inaccurate comparisons between our life plan and
comparisons (ii) to the Company in the application form or at the competitor life plan
the time the application form is submitted to the
Company for processing.
Coercion / Taking advantage of a customer if the life planner Influencing the customer to carry out transactions
Undue Influence knows or ought to know that the customer is unable which the customer does not understand that gives
to understand the character, nature, language or advantage to the life planner. E.g. ask customer to
effect of the transaction or proposed transaction. purchase insurance plans that bring high commission
to the life planner but may not meet the customer’s
needs.
Rebating Offering a premium rebate or inducement in Life Planner gives a premium discount from the
whatever form to garner sales i.e. by using part of commission in order to get the sale.
the life planner’s commission.
Use of Trademarks Life Planners misuse trademarks or any copyright Life Planners use AIA trademark without the
& Copyrights and material belonging to AIA entity without the prior approval from Management to solicit life
Unlicensed software permission of the AIA Corporate Communications business/other business or recruit new life planners
Department or install any unlicensed software in or life planner produce unauthorized simplified SIS
their personal computer to conduct their insurance bearing AIA logo to solicit for new life business
business.
Holding out Intentionally misleading the customer through Life Planners intentionally misrepresent their
business cards or stationery regarding credentials professional credentials or designations to solicit life
or designations or ability to provide advice or business or to recruit new life planners for life selling
service. by giving them the wrong impression of the life
selling functions
Tied Selling Life Planners are prohibited from representing to Life Planner informs the customer to purchase a
or imposing undue pressure on or coercing or medical plan, they have to purchase the basic
influencing the customer that they can only investment-linked plan, when customer can purchase
purchase Product A on the condition that Product the standalone medical plan.
B is purchased.
Market Conduct Guidelines


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What is Market Conduct Guidelines?

The Guidelines were drawn up based on applicable
rules and regulations issued by the various
regulatory authorities such as:
➢ Bank Negara Malaysia (BNM)
➢ Life Insurance Association of Malaysia (LIAM)
➢ Malaysian Takaful Association (MTA)
➢ General Insurance Association of Malaysia (PIAM)
Also the expected behaviour of intermediaries from

the Company’s own governance model and Code of
Conduct.
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Why the need?

• AIA Group (“the Company”) is
committed to ensure compliance of its
duties and obligations as a responsible
insurer and that the business of
insurance is conducted fairly and
responsibly by its agency force.
• All Agents and Agency Leaders MUST

abide by the contents and spirit of the
Guidelines in the conduct of their
insurance business. The Guidelines are
in line with the Company’s Zero-tolerance
approach to fraud. All suspected cases of
fraud/misconduct will be investigated and
disciplinary procedures enforced,
including prosecution and termination.
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Agent must make recommendations on a reasonable basis taking into

account prospect/customer’s financial objectives, financial situation and
particular needs derived from the fact-finding process and/or that
documented in the Confidential Personal Financial Review (CPFR)
Ooops… Before you start selling
You must be have passed:-

✓ Pre-Contract Examination (PCE)
✓ Certificate Examination in Investment-Linked Life Insurance (CEILI)
[if you are selling investment-linked products]
✓ Register as Registered Life Insurance Agent (RFIA) or Registered
Financial Institution Employee (RFIE)
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Proper Disclosure
• Explain all product features and benefits of the policy that is being
recommended to ensure the prospective customer understands what is
being purchased.
• Explain key risks and any restrictions including any exclusions which
apply to the policy.
• Draw customer’s attention to the long term nature of the policy and to
the consequent effects of early discontinuance and surrender.
• Highlight to customer if the policy qualifies for tax relief or otherwise.
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Be factual
• The Company sells insurance, not other products – Don’t abuse

Company’s brand
• Non-Guaranteed or Guaranteed – Explain according to product features
• Never suggest that customers/prospects can get something for nothing
– Nothing is free
• Never run promotion or campaign on personal basis – Follow
company’s marketing strategies
• Never claim of Government Endorsement
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105
Your duty
• Ensure complete & accurate • Conduct prejudicial to the interests of

information is provided on the the Company.
application form and other
• Threatening customers, members of
required forms.
the public, AIA staff, AIA agents or
• Ensure any customer information AIA Agency Leaders.
that is material to the application
are made known to the Company. • Defaming the Company, AIA Agents
or AIA Products.
• Ensure additional information
required by the Company for • Defaming the insurance industry,
processing application is provided other insurers, their staff, agents or
on a timely basis. products.
• All children who are being insured • “Over-selling” a product just to get a
by their parents are physically sale concluded.
sighted.
Note: The above are some of the key requirements and not meant to be an exhaustive list
79
105
Important
• Ensure that the customer is • Do NOT sign on behalf of the

asked to review, complete and customer on any documents.
properly execute those key life
• Do NOT sign as witness on
insurance documents.
documents if you did not
• Ensure that customers properly personally witness the actual
complete the application forms. signing by customers/
policyholders, assignees or
• Ensure that customers
trustees.
countersign any amendments
made on completed application • Do NOT assist nor encourage
forms or documents. the policyholder to commit fraud
or forgery against the Company.
Note: The above are some of the key requirements and not meant to be an exhaustive list
80
105
Premium collection
• Acknowledge receipt and maintain a proper account of all premium

monies received from customers/policyholders.
• Remit all premium monies to the Company within three working days
through branch offices.
• Avoid using personal or own company cheques to remit premiums on
policyholders’ behalf (except for agent’s spouse & children).
• Furnish a detailed account of all premiums belonging to the Company
upon request by the Company, at anytime.
81
105
Training
• All agents must comply with the requirements of Guidelines on

Minimum Qualitive Criteria for Life Agency force (MQC).
• Agents are required to attend and complete mandatory training
provided by the Company including 30 hours on Continuing
Professional Development (CPD) every year.
Insurance
82
Replacement of Life Policy
.


Replacement of Policy (ROP)
What is ROP?
If within 12 months before or after a new policy/Takaful certificate is

purchased, an existing life insurance policy/Takaful certificate is:
• Lapsed or surrendered, or
• Converted to Extended Term Insurance (ETI), or
• Converted to Reduced Paid-up (RPU), or
• Effected Automatic Premium Loan for consecutive of 6 months, or
• Changed or modified so as to effect a reduction of more than 25% of
premiums/contributions paid arising from:
o Reduction of sums insured/cum covered
o Reduction of rider or removal of rider, or
Also…
In addition, ROP is also defined as follows:

• Absolute assignment of an existing policy/Takaful certificate to a third party
and subsequently replaced with a new policy/Takaful certificate is classified
as ROP; or
• As required under LIAM/MTA ROP Guidelines, life planners who resigned/
terminated and join another insurer/Takaful operator will be monitored to
detect ROP cases twelve (12) months before and after the Life Planner
leaves AIA Bhd; or
• Action will be taken against Life Planners with multiple counts of ROP in a
calendar year in accordance with LIAM’s/MTA’s recommendations.
ROP scenario
12 months or 12 months
30/12/2019 30/12/2019 30/12/2019

6/3/2019 28/8/2019
Purchase new policy B

Lapse existing policy A Surrender existing policy C
or
Policy alterations that fit the ROP definition
How ROP is detected?
Existing policy/Takaful System checks new If no reply from

certificate policy/Takaful certificate policyholder or
surrendered/lapsed issued within 12 months If confirmed ROP > Send policyholder decided to
If ROP detected > Verify to
Or Or ROP letters to agent & maintain existing policy
determine ROP
Policyholder purchased Any existing policy policyholder only > Production &
new policy/Takaful surrendered/lapsed within Commission will be clawed
certificate 12 months back
• Explain the disadvantages

of replacing existing policy/
Takaful certificate.
• Request to policyholder to
consider maintaining the
existing policy/ Takaful
certificate.
Note: Same copy of letter also

sent to life planner.
ROP LETTER (PAGE 1)

ROP LETTER (PAGE 2)
What’s next?
Options available in Page 2:
❑ Decide whether to proceed or cancel the new
policy/Takaful certificate
❑ Decide whether to fully repay the APL
❑ Decide whether to reinstate the existing
policy/Takaful certificate
ROP confirmation form must be signed by

policyowner/Takaful certificate owner
Signature on ROP Letter must match with new

policy/Takaful certificate!
ROP LETTER (PAGE 2)
ROP Appeal Process
What you need to submit?
• You need to submit a

completed ROP Appeal Form
and other supporting
documents.
• Please obtain the form from

ALPP → Resources → Forms
Library → AIA Services
• Submit to:
➢ Conservation Unit
➢ MY.Conservation@aia.com
➢ Nearest AIA branch office
ROP Appeal Form (PAGE 1)

ROP Appeal Form (PAGE 2)
.
Anti-Corruption Policy


AIA Anti Corruption Policy
This policy applies to AIA’s brokers and life planners in

transactions involving government officials, business partners or
customers
AIA Anti Corruption Policy
The Policy:
“Bribery or any improper payment to gain an advantage in any
situation is never acceptable for AIA.”
You, being Brokers/Life Planners representing AIA

Malaysia are to comply with AIA Anti-Corruption Policy &
Guidelines, and you should not offer, promise, pay or
authorize anything of value (such as money, goods or
services) to a government official, business partner or a
customer to obtain or retain an improper advantage.
Definitions
Government official
Generally, a government official regardless of rank or title, is an
employee or person acting in an official capacity for or on behalf of a
government, government body or statutory body, and includes foreign
government officials.
Examples include:
❖ Regulatory, tax, customs and immigration officials
❖ Reporters for state-owned media outlets
❖ Law enforcement officials and judges
❖ A member of a country’s ruling royal family
❖ Mayors, ministers, elected representatives and other local
politicians
❖ Political parties, office bearers of political parties and candidates
for political office.
Definitions
Anything of value
‘Anything of value’ doesn’t just refer to objects of economic value –
it includes anything the recipient would find useful, such as:
❖ Gifts including nominal value gifts
❖ Meals and Entertainment
❖ Trips
❖ Travel assistance
❖ Training or professional development
❖ Loans
❖ Personal discounts
❖ Benefits for family members or friends
❖ Employment, business or investment opportunities
❖ Political or charitable contributions.
Exception: “Anything of value” does not include payments such as coupons,
dividends, maturity proceeds, claims or other contractual payments / benefits
What You Should Do (or Not Do)
CAN DO DO NOT
Providing Gifts & Entertainment
▪ Directly related to the promotion, ▪ They must not be lavish
demonstration or explanation of AIA’s payment/expenditure – in
products and services. cash or equivalent.
▪ Business gifts with AIA logo. ▪ They should be avoided if
▪ Legal under local laws and legitimate the official has an AIA
business purpose. matter awaiting his
consideration or decision.
CAN DO DO NOT
Sponsoring Travel and Training
▪ Sponsored Trip - Business-related ▪ Avoid sponsoring trips to tourist
activities, and economy-class travel. destinations, leisure or
▪ If possible, the government official’s sightseeing activities.
employer should select the guests. If ▪ Avoid sponsoring benefits to the
not, the selection criteria should be spouse or other guests of an
transparent and clearly documented. attending government official.
▪ Payment to service providers directly, ▪ Avoid cash or per diems.
not the government officials Reimburse incidental expenses
themselves. through the government official’s
Agents face serious consequences
▪ Where possible, obtain consent in if they are
employer.
foundfrom
writing to be involved with
the government bribery/corruption.
official’s ▪ Avoid lavish gifts, meals,
employer. entertainment, or
accommodation. Souvenirs, if
any should be of nominal value
and bear the AIA logo.
CAN DO DO NOT
Charitable Donations
▪ Dealing with reputable charitable ▪ Avoid contributions if:
organisations • The government official
▪ Donation to an organisation, not solicits or personally benefits
to individuals. from the contribution.
• The recipient asks for the
contribution to be kept secret
or disguised, or provided
through unusual means.
▪ To the extent possible,
recommend donations to an
organisation not to individuals.
CAN DO DO NOT
Appointing Vendors
▪ Dealing with reputable vendors. ▪ Avoid appointing vendors with little
▪ Conduct background checks to or no relevant business
determine if there is any sign of experience, or recommended or
unethical activity or other owned by government officials or
circumstances that may require their relatives
further investigation of the third ▪ Avoid unorthodox payment
party. methods (cash, offshore accounts,
payments to third parties etc), or
requests for disproportionately
large or unusual compensation.
Payments
Avoid providing the government
official any commission, referral or
introduction fee.
Reporting Obligation
Reporting Obligation
You are obliged to report any suspicion of breaches to:

➢ AIA Compliance Hotline at
www.aiaethicsline.com; or
➢ AIA Bhd Compliance at
MY.AML.Reporting@aia.com; or
➢ Agency leader/supervisor
Brokers/Life Planners face serious consequences if they are

found to be involved with inappropriate actions/bribery.
Potential Consequences of Breach
Potential Consequences of Breach
❖ Disciplinary action from AIA disciplinary / market conduct committee.

Including warning letter, penalty or termination;
❖ Loss of career and reputation;
❖ Blacklisting by AIA / life planner’s

association;
❖ Lodging a police report;
❖ A fine or jail term may be imposed

by local authorities.
Data Privacy


105
What is Personal Data?
Personal data is anything that identifies someone as an

individual which can include statements of opinion about a
person. For example, a person’s name, address, gender,
national identification number, driving license number,
medical information, employment records and email
address.
Personal data protection is governed by the Personal Data

Protection Act 2010 which came into effect on 15
November 2013.
105
Why Protect Customers’ Personal Data?
❖ Growing concern from individuals about how their

personal data is being used
❖ Data protection guidelines needed to govern the

collection, use and disclosure of personal data to
address these concerns
❖ To maintain individuals’ trust in organizations that

manage the data
105
Personal Data Protection Regulatory Landscape
Code of
Personal
Practice on
Data
Personal
Protection
Data
Act 2010
Protection
It is a data protection law that governs the The Code of Practice on Personal Data
collection, use, disclosure and care of Protection for the Insurance and Takaful
personal data that: Industry in Malaysia (“The Code”) was:
❖ Recognizes the rights of individuals to ❖ Collectively issued by LIAM, PIAM and

protect their personal data, including MTA and approved by the Personal
rights of access and correction of their Data Protection Commissioner,
data. Malaysia.
❖ Outlines the needs of organizations to ❖ Sets out the best practice in

collect, use or disclose personal data safeguarding customers’ personal
for legitimate and reasonable information; to further boost consumer
purposes. confidence in the integrity of the
insurance and Takaful industry.
Personal Data and MY AIA Portal 105
❖ The MY AIA portal is designed for policyholders to login and have access
to their personal policy information such as their premium, financial
and anniversary statements.
❖ Policyholders are to login to the MY AIA portal and register by using
their mobile number and email address.
❖ This enables AIA to send policyholders notifications on their policy.
❖ Allows policyholders to update their contact details, apply for medical card
replacement, cancel auto-debit arrangement and update credit card details.
❖ It is important that policyholders’ details are updated, valid and correct so that
MY AIA portal can send correspondences and responses (which may contain
personal or sensitive information) to the correct recipients.
❖ Life Planners role is to guide policyholders to login and register on the

MY AIA portal with policyholders’ correct mobile number and email.
Personal Data – Some Dos
106
What We CAN DO with Personal Data:

❖ Collect personal data for legitimate business purposes and with the consent
of the Customer. Ensure data is accurate.
❖ Inform the Customer of the purposes for which the personal data will be
used and to whom it may be transferred.
❖ Ensure personal data is disposed of in a secure manner when it is no longer

required.
❖ Only use personal data with the consent of the customer for the purposes
for which it was collected or a directly related purpose.
❖ Keep all personal data secure and confidential.
❖ Life Planners to guide policyholders to login and register on the

MY AIA portal with policyholders’ correct mobile number and email.
106
Personal Data – Some Don’ts
What We CANNOT DO with Personal Data:
❖ Do not collect more personal data from a Customer than is necessary.
❖ Do not transfer or store personal data in an unsecure manner.
❖ Do not keep personal data when it is no longer required.
❖ Do not access or disclose personal data for any reason except as authorized
for the legitimate business purposes.
❖ Do not dispose any personal data in an unsecure manner.
❖ Do not register in MY AIA portal for policyholders with the life planner’s mobile
number or email as the information in the portal is for policyholders to access
their personal policy information. Stern action will be taken against life
planners who have been found to have registered their mobile number and
email giving them access to the policyholders’ confidential policy information.
106
Examples of Breach of Data Privacy
❖ Life Planner collects the medical report from the doctor but instead
of submitting to AIA, the sealed medical report is opened for
the purpose of amending the contents should it be unfavourable to
the customer.
❖ Calling AIA Customer Service and obtaining personal details

of customers over the telephone by impersonating as the
customer themselves.
❖ Registering for policyholders on the MY AIA portal using the life

planner’s own and/or his immediate family (e.g. spouse, parents,
siblings etc.), mobile number and email, thereby having access to the
policyholders’ personal policy information details.
105
Penalty for Non-Compliance
❖ If the company is found to have committed an offence under the

PDPA (the Act), any person who at the time of the commission of the
offence was a director, chief executive officer, chief operating officer,
manager, secretary or other similar officer of the company can be
charged and liable if found to have committed the offence (not
exceeding Fine: ≤ RM500,000 or Imprisonment: ≤ 3 years; or both).
❖ Failure to comply with any provisions of the applicable Code results

in committing an offence and shall upon conviction, be liable to a
fine not exceeding RM100,000 or imprisonment term not exceeding
1 year or both.
Foreign Account Tax Compliance (FATCA)


WHAT IS FATCA?
• Foreign Account Tax Compliance Act (FATCA) is a U.S. tax compliance

initiative which impacts banks, insurers and investment funds all around the
world.
• AIA FATCA was implemented in July 2014.
• FATCA rules mean looking for and reporting on U.S. taxpayers among AIA
customers of some products
– Broadly speaking: life insurance products are included if they have cash or
surrender value and pension/investment accounts are often included.
• To identify U.S. taxpayers, AIA must look for clues called “U.S. indicia” in
the information we are given by a customer.
• AIA will look for these clues at onboarding, on assignment, on change of
account details and at claim.
• Never advise or assist a customer to hide U.S indicia or U.S. taxpayer
status.
What does FATCA mean for Agents?
• Application forms have changed:

– customers agree that AIA can report to tax authorities where the FATCA
rules require reporting
– in extremely rare cases, if a customer does not disclose information or
consents, we may have to cease doing business with the customer.
• AIA will be looking for U.S. indicia and collecting additional forms in some
cases:
– as with all underwriting processes, it may facilitate your clients
underwriting, account changes and claims if agents correctly anticipate
the information we need to see.
If customer says they are not U.S. Person but we
find U.S. Indicia – what documents do we get?
U.S. citizenship/residency W-8BEN This is a U.S. tax form

issued by the IRS.
U.S. address or mailing W-8BEN W-8BEN
address The mandatory parts
for the customer to fill
U.S. telephone number W-8BEN out are shown in
training
Standing instructions to W-8BEN
make payment to U.S.
bank account
U.S. place of birth Certificate of Loss of This is given by the

Nationality (and a U.S. State Department
Certificate of
W-8BEN if another to a person when they
Loss of
U.S. indicia is lose U.S. nationality.
Nationality
found)
Proper ID for the customer and their address
So how does it work in practice?
Get ID and

✓
address
HOLD
Confirm data waiver

✓
Check U.S. declaration “I’m a
W-9 
U.S. Person”
“Not U.S. Person” then check for clues
Find this indicia….. ….then get this form 
US citizenship/residency W-8BEN
No indicia US address or mailing address W-8BEN

US telephone number (no W-8BEN W-8BEN

other number)
Standing instructions to make W-8BEN
payment to US account
US place of birth Certificate of Loss of Certificate
ALL Nationality (and a W-8BEN if of Loss of
Nationality
another U.S. indicia is found
OK too)
Got all the right
AIA confidential and proprietary information. Not for distribution. documents? Updated as Rev05 20.02.2020 117
So how does it work in practice?
ALL OK HOLD
Get ID and address

Confirm data waiver

Check U.S. declaration “I’m a U.S. Person”
 W-9
“Not U.S. Person” W-9
then check for clues
Find this indicia….. ….then get this form

No indicia
W-8BEN

US citizenship/residency W-8BEN
US address or mailing W-8BEN
address
US telephone number (no W-8BEN
other number) Certificate
ALL Standing instructions to make W-8BEN of Loss of

payment to US account Nationality
OK US place of birth Certificate of Loss of Nationality
(and a W-8BEN if another U.S.
indicia is found too)
Got the right documents?
W-9 Form – U.S Person - Valid Indefinitely
W-8 BEN Form – U.S Indicia – Valid 3 years
Legal Clauses – Application Form (NB)
1. U.S Person Declaration
2. U.S. Person – Change of Circumstances*:
3. FATCA Data Privacy Waiver (applicable to both individuals and corporates)
a) For Majority (without Indicia & US citizen/passport) – Tick all 1, 2 & 3
b) For U.S Indicia – Tick all 1, 2 & 3
c) For U.S Person – Tick no. 3 only!
Legal Clauses – POS & Claims
FATCA Declaration
(Only to be completed when the policy owner or assignee or beneficiary is a US Person or
having US Indicia)
1. U.S Person Declaration
2. FATCA Data Privacy Waiver (applicable to both individuals and corporates)
3. U.S. Person – Change of Circumstances
1st box - U.S Persons Declaration – Tick if detected U.S indicia
2rd Box - FATCA Data Privacy Waiver – Tick if detected U.S Indicia & U.S Person.
3rd box - U.S. Person – Change of Circumstances – Tick if detected U.S Indicia for POS only
FATCA
Entity Classification
Entity Classification
• All entity (Corporate) applicant need to complete the Entity Classification
Form for all FATCA in-scope products.
• As of March 2014, there are 2 CSD products evaluated as in-scope.
However, none of them classified as entity in FATCA definition.
• 3 Board Categories
• - Foreign Financial Institutions [FFI] (Non U.S FI)
• - Exempt Beneficial Owners (Government)
• - Non Financial Foreign Entities [NFFE] (Non U.S Private Sector)
• The form is valid for 3 years (plus) if classification is [NFFE]. All expiry is as
at 31 Dec. Example: Form submitted 1st May 2014, form will expire on 31
Dec 2017.
• Upon expiry, a new form to be submitted, if no reply within 3 months, the
entity will be classified as ‘Non Participating FFI’
• Impact: Reporting to Group Compliance & the policy is subject to 30%
withholding on cash value.
Entity Classification Form - Explained
Please tick one of the 3 boxes
� The Entity’s status under the Foreign Account Tax Compliance Act will be identified by
completing a W-8BEN-E form and/or where the Entity has been registered with the Internal Revenue If this box ticked,
Service its GIIN is ______________________________________________________[insert GIIN if W-8 BEN-E form
available]. [Please provide form W-8BEN-E with GIIN] to be used
Status Entiti di bawah Foreign Account Tax Compliance Act akan dikenalpasti dengan melengkapkan
borang W-8BEN-E dan/atau dimana Entiti telah didaftarkan dengan Internal Revenue
Service, GIIN-nya adalah ______________________________________________________
[nyatakan GIIN, jika ada]. [Sila berikan borang W-8BEN-E dengan GIIN]
OR / ATAU
I certify that / Saya mengesahkan bahawa:
� The Entity is in active business or trade and is not a financial institution [Please see box below] Most Entity will
be ticking this
Entiti adalah dalam perniagaan aktif atau perdagangan dan bukan institusi kewangan [Sila lihat
kotak di bawah] box – Customer
will be classified
as Active NFFE
OR / ATAU
� The Entity does not have any beneficial owner(s) with a 10% or more direct or indirect interest in Further
the Entity who is a US citizen, resident or US Entity. classification by
Entiti tidak mempunyai pemilik berfaedah dengan 10% kepentingan langsung atau tidak langsung Operations &
dalam Entiti yang merupakan seorang warganegara Amerika Syarikat, bermastautin atau Entiti Compliance. May
Amerika Syarikat.
result in delay of
processing
Appendix A
FATCA DOCUMENT TRAINING
WHAT DO THE DOCUMENTS LOOK LIKE AND WHAT INFORMATION

DO I NEED?
This training supplement includes copies of the current drafts of the U.S. tax
forms: W-8BEN; and W-9 and shows the parts of the form which
intermediaries may wish to note. Proper completion of forms will be
essential to ensure smooth processing.
Appendix A
The W-8BEN is for non-US Persons only.

We need the If customer is a US Person then use a W-9
We need the address.
name and the instead.
If the permanent
type of owner DO NOT GIVE TAX ADVICE
address is in the U.S.
then SERIOUS
ALERT. We need to
see the customer’s tax
advice to explain how
this is possible.
If the mailing address

is in U.S. then
ALERT. We need
customer’s
explanation… There
is an AIA checklist
The W-8BEN which can be used for
must be signed this explanation.
The W-8BEN does

not need to be dated
but when it is received
by AIA it will be dated
by us.
Appendix A
The W-9 is for US Persons only.

If the customer is NOT a US Person then
use a W-8BEN or W-8BEN-E (for
The W-9 must have a companies/trusts/partnerships) instead.
name otherwise reject DO NOT GIVE TAX ADVICE
it
This is nice to get
but not essential
These parts should be filled
out otherwise the application
will be delayed while
assessment is made at
underwriting/onboarding
There MUST BE a
number on one of
these lines OR it can
say “Applied For” – The W-9 must be
otherwise reject it. dated otherwise reject
it
The W-9 must be

signed otherwise
reject it
Appendix B: TALKING POINTS/FAQ FOR AGENTS
1. What is FATCA? FATCA is a set of rules from the U.S. government to

identify U.S. taxpayers.
2. What do the rules say? Financial Institutions like AIA need to identify U.S.
taxpayers among our customers - and in some cases report on their
accounts. Customers or applicants with clues (called “U.S. indicia”) that they
might be U.S. taxpayers may be asked for further information.
What do insurance agents/brokers need to do? NEVER

advise or help a customer or applicant to hide their tax status or
U.S. indicia as this may/will result in disciplinary action. Help
customers understand that if AIA finds U.S. indicia, we will ask
for further information or documents. In a few very rare cases,
it may be hard for us to continue to do business with customers
who refuse to cooperate.
3. What are the clues to look out for? U.S. indicia are signs of being a U.S. taxpayer.
They are: U.S. citizenship or nationality, a U.S. place of birth, a U.S. address, a U.S.
telephone number but no other telephone number, a standing instruction to pay money
to a U.S. bank account. What about speaking with a U.S. accent or other clues? No.
Speaking with an accent is not U.S. indicia. Nor is working for a U.S. company in their
local office. Nor is banking with a U.S. bank. Nor is going on a holiday to America.
4. What happens if we find U.S. indicia? Administrative steps (like underwriting a policy
or processing account changes) might be delayed slightly while the correct documents
are collected. [Refer to the chart in the training slides]
5. Shouldn’t I just stop doing business if the customer has anything to do with the U.S.?
No, this is not our approach.
6. Do these rules apply to all products? No – but it does apply to many products with
cash value/surrender value. If you need help identifying the products then please
connect with your usual contact point at AIA to find out more.
7. Do these rules apply to the insured as well? No, the check on U.S. indicia applies to
policyholders, assignees (if there is an assignment) and beneficiaries (when a claim is
made).
8. Do the changes to your forms and terms mean AIA can terminate a policy
whenever it wants? No. This would only happen if a customer refuses to talk to us
about their circumstances or let us report their U.S. accounts.
9. What are other insurers doing? The FATCA rules apply very broadly. So all
insurers who offer comparable products are expected to be taking more or less
the same steps.
10. What can I do to make sure the process runs smoothly? Make sure all applicants
have filled in and signed the U.S. declaration on the application form and the data
waiver. If there are U.S. indicia in the information then you could gather the additional
documents in advance if you prefer.
11. What documents do you need if there are U.S. indicia? If the applicant is a U.S.
Person, then we collect a W-9 form. If the applicant is not a U.S. Person then we
collect a W-8BEN form and if the U.S. indicia is a U.S. place of birth, we will also
need a Certificate of Loss of Nationality. There are other documents which may
be needed in rare circumstances. Samples of the W-8 and W-9 are attached.
What if the customer is a company or a trust? Then we may need to process a
different form – called the W-8BEN-E. This form is available from your usual contact
point at AIA.
12. What are you doing with these forms? The forms are used
internally. They are not filed with the IRS or other tax authority.
In some cases, we may need to use some of the information on the
forms to report on U.S. taxpayers. To do this, we need customer
consent.
13. This doesn’t answer all my questions! If there is anything that you
don’t understand or if you have any questions please connect with
your usual point of contact at AIA.
Common Reporting Standard (CRS)

Updated as at Rev 05 2020/02/20

WHAT IS CRS?
similar to
➢ is looking for taxpayers ➢ is looking for taxpayers

in country(ies) other in United States only.
than Malaysia or United
States i.e. all other CRS
participating countries.
WHAT IS CRS?
➢ CRS = rules gazetted by Malaysia Federal Government under

Income Tax (Automatic Exchange of Financial Account
Information) Rules 2016, for the purposes of the automatic
exchange of information in tax matters between the participating
countries in order to fight against tax evasion and protect the
integrity of tax systems.
➢ All financial institutions, that include insurers, takaful operators,

banks, custodial institutions and investment entities, in the CRS
participating countries are required to comply with CRS rules.
➢ AIA Malaysia implemented CRS with effect from 18 May 2017.
➢ New application form, change of contact details form,

absolute/conditional assignment form, request to change form
and claim form were introduced. Old forms are not acceptable.
WHAT IS CRS?
Reportable Reportable
Information Information
3 2
2 3
Malaysia FI Hong Kong
LHDN IRD FI
Malaysia Tax
Hong Kong Tax resident
Malaysia HongKong
resident
► Tax treaty / arrangement

► Tax Information Exchange Agreement
► Multilateral Convention signatory and
Competent Authority Agreement
1
Tax payer identification number

Name Address Date of birth (individuals)
information
Reportable
Account Gross amounts paid to account Total gross proceedspaid

Tax residency
number & balance in year or credited to the account
CRS
ON-BOARDING –
INDIVIDUAL POLICYHOLDER
ON-BOARDING (INDIVIDUAL)
To answer the declaration (in the

Proposal form) N
Do you have any tax Manual Checking Any
Y/N Indicia in Proposal form?
residency in country/countries
other than Malaysia & US?
Manual
Submission
Y
Submission by
NEW INDIVIDUAL To complete N
CUSTOMERS Self- Y
on or after 18 Certification Y/N
May 2017 (Individual)
CASE
CLOSED
Y
To answer the declaration
in the system
Do you have any tax Reasonable
residency in country/countries Explanation
Y/N
iPOS other than Malaysia & US?
Submission
N
Y
System
Validation Any
N
Indicia in Y/N
system?
CRS DECLARATION
CRS DECLARATION
CRS INDICIA:
❖Foreign Nationality
❖ForeignAddress
❖Foreign Telephone No.
CRS DECLARATION
CRS DECLARATION
Provide TIN country & select Reason A/B/C (No TINNo.)
Other examples for ReasonB:
Other countries under ReasonA: ▪ Free-tax country

▪ Working with the government in a country
▪ Cayman Island
which is not subject to tax.
▪ Montserrat
▪ Turks and CaicosIsland
GuidanceNotes forCRS Certification INDIVIDUAL POLICYHOLDER
(New On-Boarding)
Action Required
Scenario
iPoSApplication Manual Application
1. Individual Policyholder is Refer to attachment: Scenario 1: iPoS Refer to attachment: Scenario 1: Manual
• a Malaysian; and Application Application
• working/pay tax in Malaysia; and
• NO foreign details
2. Individual Policyholder is Refer to attachment: Refer to attachment:

• a Malaysian; and Scenario 2: iPoS Application Scenario 2: Manual Application
• working/pay tax in Malaysia;and
• with foreign details (e.g. office address in Singapore or office contact number in + Required to provide employment
Brunei/address in Thailand due totemporary job assignment/training to Thailand). letter/latest BEform/latestpayslip/any relevant supporting documents

• a Malaysian/Foreigner; and Scenario 3: iPoS Application Scenario 3: Manual Application
• working/pay tax in country other than Malaysia/US (e.g. Singapore/Brunei/
Thailand/Indonesia); and
• with foreign details (e.g. address in Singapore or contact number in Brunei);and
• with foreign taxpayer number
• a Malaysian/Foreigner; and Scenario 4: iPoS Application Scenario 4: Manual Application
• working/pay tax in country other than Malaysia/US(e.g. Singapore/Brunei); and
• with foreign details (e.g. address in Singapore or contact number in Brunei);and
• without foreign taxpayer number
• a Foreigner; and Scenario 5: iPoS Application Scenario 5: Manual Application
• working/pay tax in Malaysia
+ Required to provide working permitin
Malaysia
• a Foreigner married to Malaysian; and Scenario 6: iPoS Application Scenario 6: Manual Application
• notworking OR
• a Foreigner; and + Required to provide supportingdocuments
• not working (e.g. retiree) i.e. marriage certificate/MM2H/utility bill/ any relevant supporting documents.
OR
• a Malaysian; and
• not working (e.g. retiree); and
• with foreign details (e.g. address in Australia)
Scenario
Scenario 1 - PoS Application
1 iPoS Application
If Policyholder = Malaysian working in Malaysia and noforeign details
Step1
NO
Step 2
Scenario
Scenario 1 - Manual
1 Application
Manual Application
If Policyholder = Malaysian working in Malaysia and no foreign details.
Step1
Step2
Scenario
Scenario 2 - PoS Application
2 iPoS
If Policyholder = Malaysian working in Malaysia and with foreigndetails
Step1
NO
Step2
Step 3
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US in Step 1 but was subsequently detected that there is foreign details (e.g.
Singapore address/ Thailand phone number), the system will ask the policyholder to re-confirm his/her tax status in Step 2 . When the policyholder is required to provide Reasonable
Explanation, the case WILL BE DEFERRED.
Scenario
Scenario 2- Manual2 Application
Manual Application
If Policyholder = Malaysian working in Malaysia and with foreign details.
Step1
Step2
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US but was subsequently detected that there is foreign details (e.g. Singapore
address/ Thailand phone number), the application WILL BE DEFERRED for re-confirmation of CRSstatus.
Scenario 3 - PoS 3Application
iPoS Application
If Policyholder = Malaysian/Foreigner working in country other Malaysia/US + with foreign details + with foreign taxpayer than
number.
Step1
YES
Step 2
Singapore
XYZ12345
Step3
Scenario
Scenario 3 - Manual
3 Application
Manual Application
If Policyholder = Malaysian/Foreigner working in country other Malaysia/US + with foreign details + with foreign taxpayer than
number.
Step1
Step2
Singapore XYZ12345 N/A N/A
Step3
Scenario
Scenario 4 - PoS4Application
iPoS Application
If Policyholder = Malaysian/Foreigner working in country other than Malaysia/US + with foreign details + WITHOUT foreign
taxpayer number.
Step1
Step 2
Singapore
Reason B Step2
Not given income tax no. yet as just started work 183 days.
Step3
Scenario
Scenario 4 - Manual
4 Application
Manual Application
If Policyholder = Malaysia/Foreigner working in country other than Malaysia/US + with foreign details + WITHOUT foreign
taxpayernumber.
Step1
Step2
Example 1: Bermuda NIL Reason A N/A
No Income tax no. yet as just started work

Example 2: Singapore NIL Reason B
183days
NIL Reason B Low income and incometax is not required

Example 3: Thailand
Example 4: Australia NIL Reason C N/A
Step3
Scenario 5 - PoS 5
Scenario iPoS
Application Application
If Policyholder = Foreigner working inMalaysia
Step1
NO
Step2
Come to Malaysia towork.
Step3
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US but is a foreigner, the case WILL BE DEFERRED and the
policyholder will be requested to provide working permit in Malaysia to prove that he is working in Malaysia and is not paying tax in his/hercountry.
Scenario 5 - Manual
5 Application
Manual Application
If Policyholder = Foreigner working inMalaysia
Step1
Step2
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US but is a foreigner, the policyholder is required to provide
working permit in Malaysia to prove that he is working in Malaysia and don t pay tax in his/her country.
Scenario 6 - PoS 6
Application
iPoS Application
If Policyholder = Unemployed foreigner who married to Malaysia/ Unemployed foreigner who is staying in Malaysia/Unemployed
Malaysian with foreign details (e.g. address in Australia).
Step1
NO
Step2
e.g. Married to Malaysian/Malaysia is my 2nd home/my son is staying in Australia.
Step 3
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US but was subsequently detected with foreign details, the case
WILLBEDEFERREDand the policyholder will be requested to provide supporting documents i.e. marriage certificate/MM2H/utilitybill/any other supporting documents.
Scenario 6 – Manual Application
If Policyholder = Unemployed foreigner who married to Malaysia/ Unemployed foreigner who is staying in Malaysia/Unemployed Malaysian
with foreign details (e.g. address in Australia).
Step1
Step2
Note: Since the policyholder declared he/she is not working/paying tax in countries other than Malaysia/US but was subsequently detected with foreign details, the
policyholder is required to provide reasonable explanation and supporting documents i.e. marriage certificate/MM2H/utility bill/any other supportingdocuments.
ON-BOARDING (COMPANY/CORPORATE POLICYHOLDER)
Submission
Any controlling
by NEW
person
CORPORATE Complete Self- ≥25% & with tax
CUSTOMERS Certification Passive Y residency in
on or after (Entity) country/countries
18 May 2017 NFE?
other than
(only Manual Malaysia & US?
Submission
N
CASE Y/N
CLOSED
CRS declaration for corporate Y

customer is via MANUAL HARDCOPY
submissiononly.
To complete Self-
Certification
(Controlling Person)
*Similar to Self-
Certificate (Individual)
Guidance Notes for CRS Self-Certification CORPORATE POLICYHOLDER
(New On-Boarding)
Scenario Action Required

Manual Application CRS Entity Form
7. Corporate Policyholder is Refer to attachment: Scenario 7: Refer to attachment: Scenario 7:
• a bank/insurer/takaful operator/any financial institution in Malaysia;and Manual Application Common Reporting Standards
• pay tax in Malaysia. Self-Certification Form (Entity)
8. Corporate Policyholder is Same as above Refer to attachment:

• a normal company with active operation in Malaysia (most corporate customers Scenario 8: Common Reporting
arefall within this category);and Standards Self-Certification Form
• pay tax in Malaysia. (Entity)
9. Corporate Policyholder is Same as above Refer to attachment: Scenario 9:

• An investment entity (e.g. PublicMutual, Kenanga Investment) in Malaysia;and Common Reporting Standards
• pay tax in Malaysia; and Self-Certification Form (Entity)
• No shareholders ≥25% shareholding.
10. Corporate Policyholder is Same as above Refer to attachment:

• Any of the above companies(FI/Active NFE/Passive NFE); and Scenario 10: Common Reporting
• pay tax in Malaysia/US; and Standards Self-Certification Form
• With shareholders ≥25% shareholding (only for PassiveNFE). (Entity)
+ Required to get the shareholdersto

provide CRS Controlling PersonForms.
11. Corporate Policyholder is Refer to attachment: Refer to attachment:
• Any of the above companies(FI/Active NFE/Passive NFE); and Scenario 11: Manual Application Scenario 11: Common Reporting
• pay tax in countries other than Malaysia/US; Standards Self- Certification
and Form (Entity)
• WITH foreign taxpayer number.
Scenario 7: 7: Application
Manual Manual Application
If Corporate Policyholder = a company pay tax in Malaysia,tick and tick (a3). NO in (a1)
Step1
Step2
Scenario 7
Common Reporting Standards Standard

Pelaporan Bersama Self-Certification
Form (Entity) Borang Perakuan Diri
(Entiti)
Important Notes: / Nota Penting:
The Income Tax (Automatic Exchange of Financial Account Information) Rules 2016 sets the Common Reporting
Standards for the purpose of automatic exchange of financial account information. This isa Self-
Certifica
the government authorities or regulatory bodies for transfer to the tax authority of another country/countries.
Kaedah-kaedah Cukai Pendapatan (Pertukaran Automatik Maklumat Kewangan) 2016 menetapkan Standard Pelaporan
Bersama bertujuan untuk pertukaran automatik maklumat akaun kewangan. Ini adalah Perakuan Diri yang perlu
dilengkapkan oleh anda untuk AIA Bhd. / AIA PUBLIC TakafulBhd. (secara
oleh Syarikat kepada pihak berkuasa kerajaan atau badan kawal selia untuk pindahan ke pihak berkuasa percukaian di
negara-negara lain.
You are required to immediately inform the Company of any changes in your tax residencystatus.
Andadikehendakiuntukmelaporkan kepada Syarikat sebaik sahaja terdapat sebarang perubahanpada status cukai
pemastautin anda.
You are required to complete this Self-Certification in full (unless stated otherwise).
Anda dikehendaki untuk melengkapkan Perakuan Diri ini sepenuhnya (melainkan jika dinyatakan sebaliknya).
If you have any questions on Self-Certification or your tax residency status, please refer to your tax adviser or the
Frequently Asked Questions (FAQs) for Common Reporting Standards available in AIA Portal at
https://www.aia.com.my.
Jika anda mempunyai sebarang pertanyaan mengenai Perakuan Diri atau status cukai pemastautin anda, sila rujuk
kepada penasihat cukai anda atau soalan-soalan lazim (FAQs) untuk Standard Pelaporan Bersama yang boleh didapati
pada AIAportal di https://www.aia.com.my .
Part 1/ Identification of AccountHolder*/

Bahagian 1 Identiti Pemegang Akaun
Step 1: Complete
the entity info.
(1) Registered Name :
Nama yangDidaftarkan
(2) Country of Registration/ Incorporation :

Negara yang Didaftarkan / Ditubuhkan
(3) Policy / Certificate No. :

No. Polisi /Sijil
* Account Holder/ = Policy or CertificateHolder for the purpose of new business application or request to change
Pemegang Akaun contact details.
Pemilik polisi atau sijil bagi tujuan permohonan baharu atau permintaan untuk menukar butiran
untuk dihubungi.
= Assignee for the purpose of application forassignment.
Pemegang serah hak bagi tujuan permohonan untuk penyerahan hak.
= Claimant/beneficiary for the purpose of claimssubmission.
Pihak yang menuntut/benefisiari bagi tujuan penyerahan tuntutan
Scenario 7 cont’d
Step 2: If the entity is a bank/ insurer/ takaful

operator, select Financial Institution.
Part 2 EntityType
Bahagian 2 Jenis Entiti
Please select one (1) of the Entity Type below and provide the required information.
Sila pilih salah satu (1) Jenis Entiti di bawah dan nyatakan maklumat yang dikehendaki.
Financial Institution
Institusi Kewangan
√Custodial Institution, Depository Institution or Specified Insurance Company.
Institusi Penyimpanan, Institusi yang Menerima Deposit atau Syarikat Insurans Khas.
Investment Entity, except an investment entity that is managed by another financial institution (e.g. with discretion to
manage the entity’s assets) and located in a non-participating country.
Entiti Pelaburan, kecuali entiti pelaburan yang diuruskan oleh institusi kewangan yang lain (dengan budi bicara untuk
menguruskan aset entiti) dan terletak di negara bukan ahli.
ActiveNon-Financial Entity A corporation the stock of which is regularly traded on an established securities market or a corporation which is a
(“NFE”) related entity of such acorporation.
Intitusi Bukan Syarikat yang sahamnya kerap diniagakan di pasaran sekuriti atau syarikat yang berkaitan dengannya.
Kewangan yang Aktif Related entity of a corporation the stock of which is regularly traded on an established securities market.
(“NFE”)
Entiti yang berkaitan dengan Syarikat di mana sahamnya kerap diniagakan di pasaran sekuriti terkemuka.
A governmental entity, an international organization, a central bank, or an entity wholly owned by one or more of the said
entities
Sebuah entiti milik kerajaan, organisasi antarabangsa, bank pusat, atau entiti yang dimiliki sepenuhnya oleh salah satu
atau lebih daripada satu jenis syarikat tersebut
Active NFE other than the above (Please specify )
NFE aktif selain daripada yang di atas (Sila nyatakan )
PassiveNFE Investment entity that is managed by another financial institution and located in a non- Entiti pelaburan yang diuruskan
NFEyang Pasif oleh institusi kewangan yang lain dan terletak di negara bukan peserta
NFEthat is not an activeNFE
NFEyang tidak aktif
If you select Passive NFE, please complete the Self Certification Form (Controlling Person). Controlling Person refers to a
natural person who has a controlling ownership interest of twenty five percent (25%) in the entity. Where no natural
person(s) exercises control over the entity, the Controlling Person(s) will be the individual(s) holding the position of senior
managing official(s).
Jika anda memilih NFE yang Pasif, sila lengkapkan Borang Perakuan Diri (Orang yang Mengawal). Orang yang Mengawal
merujuk kepada individu yang mempunyai kepentingan pemilikan modal saham sebanyak dua puluh lima peratus (25%)
dalam entiti. Jika tiada individu yang mempunyai kuasa untuk mengawal entiti, Orang yang Mengawal ialah individu yang
memegang jawatan rasmi sebagai pengurus kanan.
Scenario 7 cont’d
Step 3: Tick “No” if pay

tax in Malaysia
Part 3/ Tax Residency Status
Bahagian 3 Status Cukai Pemastautin
Do you have any tax residency in country(ies) other than Malaysia or United States(U.S.)?/ Adakah anda mempunyai
sebarang cukai pemastautin di negara(-negara) lain selain daripada Malaysia atau AmerikaSyarikat?
Yes (Please complete to Part 4) / √ No (Please complete Part 5)/

Ya (Sila lengkapkan bahagian 4) Tidak (Sila lengkapkan bahagian 5).
Part4 Countryof TaxResidenceandTaxpayerIdentification Number or its FunctionalEquivalent(TIN)/

Bahagian 4 Negara Tempat Tinggal dan Nombor Cukai Pembayar(TIN)
Please complete the following tableby providing:
(a) ALL current country of tax residence; and
(b) your Taxpayer Identification Number or its Functional Equivalent (TIN) for each country indicated.
Sila lengkapkan jadual di bawah dengan menyatakan:

(a) KESEMUA negara cukai pemastautin semasa;dan
(b) Nombor Cukai Pembayar atau yang Setara dengan Fungsinya (TIN) bagi setiap negara yang dinyatakan.
If the TIN is unavailable, please select one (1) reason, A, Bor Cas below:
Jika tiada TIN, sila pilih satu (1) sebab A, Batau Cseperti di bawah:
Reason A/ - The country where the entity is a tax resident does not issue TINs to its residents./
Sebab A Negara di mana entiti adalah pemastautin bagi tujuan cukai tidak mengeluarkan nombor TIN
kepada penduduknya
Reason B/ - The entity is not able to obtain the TIN (please provide explanation).
Sebab B Entiti tidak dapat memperolehi nombor TIN (sila nyatakan sebab).
Reason C/ - TIN is not required. Select this reason only if the authorities of the country of tax residence do
Sebab C not require disclosure of TIN.
TIN tidak diperlukan. Pilih sebab ini hanya jika pihak berkuasa di negara cukai pemastautin tidak
memerlukan pendedahan TIN.
CountryofTax TIN If noTINisavailable, Pleaseprovide explanationif ReasonBis

Residenc TIN enter ReasonA, Bor C selected
e Masukkan SebabA, Batau C Silanyatakan penjelasanjika memilih
Negara jika tiada nomborTIN SebabB
Cukai
Pemast
autin
(1)
(2)
(3)
(4)
(5)
Scenario 7 cont’d
Part5/ Declaration
Bahagian 5 Pengisytiharan
I/We acknowledge and agree on behalf the Entity that (a) the information contained in this Self-Certification (Entity) Form is collected and
may be kept by the Company for the purpose of automatic exchange of financial account information, and (b) the information and any
information on reportable account(s) may be reported by the Company to any government authorities or regulatory bodies and
exchanged with the tax authorities of another country(ies) in which t h e En t i t y may be a tax resident.
Saya/Kami mengaku dan bersetuju bagi pihak Entiti bahawa (a) maklumat yang terkandung di dalam Borang Perakuan Diri (Entiti) ini
dikumpul dan boleh disimpan oleh Syarikat bagi tujuan pertukaran automatik maklumat kewangan; dan
(b) maklumat tersebut dan sebarang maklumat berkaitan akaun yang perlu dilaporkan boleh digunakan oleh Syarikat untuk laporan
kepada mana-mana badan kerajaan atau badan kawal selia dan bertukar maklumat dengan penguatkuasa cukai di negara(-negara) lain
di mana Entiti adalah pemastautin bagi tujuancukai.
I/We certify that I am/we are authorised to sign on behalf of the Entity in respect of all the account(s) to which this Self- Certification
(Entity) Form relates to.
I/We on behalf of the Entity undertake to i n f o r m t h e C o m p a n y within thirty (30) days of any changes in circumstances which
causes any information contained in this Self-Certification Form (Entity) to be incorrect and incomplete with an updated Self Certification
(Entity) and declaration.
Saya/Kami bagi pihak Entiti berjanji untuk memaklumkan pihak Syarikat dalam masa tiga puluh (30) hari dari sebarang perubahan
keadaan yang mana menyebabkan maklumat yang terkandung di dalam Borang Perakuan Diri (Entiti) ini menjadi tidak tepat dan tidak
lengkap dengan Perakuan Diri (Entiti) dan pengisytiharan yang dikemaskini.
I/We declare that the information provided in this Self-Certification (Entity) Form, to the best of my/our knowledge and belief, is true,
accurate and complete.
Saya/Kami mengaku bahawa maklumat yang diberikan di dalam Borang Perakuan Diri (Entiti) ini, pada pengetahuan terbaik dan
kepercayaan saya/kami, adalah benar, tepat dan lengkap.
Step 4: Sign & submit.
Signature* :
Tandatangan
Name :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
Scenario 7 cont’d
Common Reporting Standards

Standard Pelaporan Bersama
Self-Certification Form (ControllingPerson)
Borang Perakuan Diri (Orang yang Mengawal)
Part1/ Identification of ControllingPerson/ No need to complete

CRS Controlling
Bahagian 1 Identiti Orang YangMengawal
Person Form!
(1) Name (Name asshownonIC/Passport) :

Nama (Nama seperti yang dinyatakan
dalam KP/Pasport)
(2) Identity CardNumber/PassportNo. :

Nombor KadPengenalan/Pasport
(3) Current ResidenceAddress :

Alamat Tempat Tinggal Semasa
City :
Bandar
(4) Correspondence Address :

Alamat Surat-Menyurat
City :
Bandar
Country :
Negara
(5) Date of Birth/TarikhLahir :
(6) Placeof Birth/ TempatLahir

Town/City/ Pekan/ Bandar :
Country/ Negara :
Scenario 7 cont’d
Part2 Typeof ControllingPerson/

JenisOrang yang Mengawal
Bahagian 2
Please select one (1) of the Entity’s Controlling Person type below.
Sila pilih salah satu (1) jenis Orang yang Mengawal Entiti di bawah.
TypeofEntity/ Typeof ControllingPerson Please

select
JenisEntiti JenisOrang Yang Mengawal
LegalPerson/ Individualwho hasacontrollingownershipinterest(notless than25%ofissuedsharecapital).

Individu Individu yang mempunyai kawalan dalam pemilikan (tidak kurang daripada 25%daripada modal saham yangditerbitkan)
Individual who exercisescontrol/isentitledto exercisecontrol throughother means(i.e.not

less than 25%of votingrights)
Individu yangmengawal/ berhak untuk melaksanakankawalan melalui cara lain (iaitu tidak kurang daripada 25%hak undi)
Individual who holdsthe position of senior managingofficial / exercisesultimate control over

the management of theentity
Individu yang memegang jawatan rasmi sebagai pengurus kanan/ mempunyai hakmutlak ke atas pengurusan entiti
Trust/ Amanah Settlor
Pelaksana Amanah
Trustee
PemegangAmanah
Protector
Beneficiaryor member of the classof beneficiaries

Benefisiari/penerima manfaat atau ahli dari kelas-kelas benefisiari/ penerimamanfaat
Other (e.g. individual who exercises control over another entitybeing the
settlor/trustee/protector/beneficiary)
Lain-lain (contohnya individu yang mengawal/ berhak untuk melaksanakan kawalan ke atas pelaksana amanah/ pemegang
amanah / pelindung / benefisiari)
Legal Individualinaposition equivalent/similar to settlor

Arrangement
Individu yang berjawatan setara/ serupa dengan PelaksanaAmanah
other than
Trust/Aturan Individualinaposition equivalent/similar to trustee
undang- undang Individu yang berjawatan setara/ serupa dengan PemegangAmanah
lain selain
Amanah Individualinaposition equivalent/similar to protector
Individu yang berjawatan setara/ serupa denganPelindung
Individualinapositionequivalent/similar tobeneficiaryor memberoftheclassofbeneficiaries
Individu yang berjawatan setara/ serupa dengan Benefisiari/ penerima manafaat atau ahli dari kelas-kelas Benefisiari/ penerima
manfaat
Other (e.g. individual who exercisescontrol over another entity being equivalent/similar to
Lain-lain (contohnya individu yang mengawal/ berhak untuk melaksanakan kawalan ke atas pelaksana amanah/ pemegang
amanah/ pelindung / benefisiari)
Scenario 7 cont’d

Do you have any tax residency in country/countries other than Malaysia or United States(U.S.)?/ Adakah anda
mempunyai sebarang cukai pemastautin di negara lain selain daripada Malaysia atau Amerika Syarikat?
Yes (Please proceed to Part 4) / No (Please proceed to Part 5)/
Ya (sila teruskan ke bahagian 4) Tidak (Sila teruskan ke bahagian 5).
Part4/ Countryof TaxResidenceandTaxpayer Identification Number or itsFunctionalEquivalent (TIN)/

Please complete the following table by pr ovi ding:

(a) ALLcurrent countr y of ta x residence; and
(b) your Taxpayer Identification Number or its Functional Equivalent (TIN) for each country indicated .

(a) KESEMUA negara cukai pemastautin semasa; dan
If the TIN is unavailable, please select one (1) reason, A, Bor Casbelow:
Reason A – The country where I am a tax resident does not issue TINs to its residents.
Sebab A Negara di mana saya seorang pemastautin bagi tujuan cukai tidak mengeluarkan nombor TIN kepada
penduduknya
ReasonB – I am not able to obtain the TIN (please provide explanation).
Sebab B Anda tidak dapat memperolehi TIN (sila nyatakan sebab).
ReasonC – TIN is not required. Select this reason only if the authorities of the country of tax residence do not require
disclosure of TIN.
Sebab C TIN tidak diperlukan. Pilih sebab ini hanya jika pihak berkuasa di negara cukai pemastautin anda tidak
CountryofTax TIN If noTINisavailable Pleaseprovide explanationif Reason

TIN
Residence enter ReasonA,BorC Bis selected
NegaraCukai Masukkan SebabA,B Silanyatakan penjelasanjika memilihSebabB
Pemastautin atau Cjika
tiada nombor
TIN
(1)
(2)
(3)
(4)
(5)
Part5 Reasonable Explanation(Not requiredif Part 4 hasbeen completed)

Bahagian 5 Penjelasan Munasabah (Tidak diperlukan jika Bahagian 4 telah dilengkapkan)
Please provide Reasonable Explanation (tick the appropriate box) that correctly supports your declaration in Part 3 together
with supporting document e.g. student visa or work permit.
Sila berikan Penjelasan Munasabah (tandakan di kotak yang bersesuaian) yang menyokong perakuan anda pada Bahagian
3 beserta dokumen sokongan seperti visa pelajar atau permit kerja.
Scenario 7 cont’d
I amastudent at an educational institution in the relevant country and holds the appropriate visa.
Sayaadalah pelajar di institusi pendidikan yang betempat di wilayah bidang kuasa yang berkaitan dan memegang visa yang
bersesuaian.
I am ateacher, trainee, or intern at an educational institution in the relevant country or aparticipant in an
educational or cultural exchangevisitor program, and holdsthe appropriatevisa
Sayaadalah pengajar atau pelatih di institusi pendidikan yang betempat di wilayah bidang kuasa yang berkaitan atau peserta
yang mengikuti program pendidikan atau pertukaran budaya, dan memegang visa yangbersesuaian.
I am aforeign individual assignedto adiplomatic post/position in aconsulate or embassy in the relevantcountry.
Sayaadalah individu warga asing yang ditugaskan sebagai diplomat di konsulat atau kedutaan yang bertempat di wilayah
bidang kuasa.
I amafrontier worker/employee working in atruck or train travelling between countries.
Sayaadalahpekerja sempadan/ pekerja yangmemandu trakatau keretapi yang merentasidi antara wilayah bidang kuasa.
I am aspouse or unmarried child under the ageof twenty-one (21) years of one of the persons described above.
Sayaadalahpasangan atau anakyangtidak berkahwin di bawahumur dua puluh satu(21)tahun bagiindividu yang dinyatakan di
atas.
Other explanation/ Peneranganlain:
Part 6 Declaration
I acknowledge and agree that (a) the information contained in this Self-Certification (Individual) Form is collected and may
be kept by the Company for the purpose of automatic exchange of financial account information; and (b) the information
and any information on reportable account(s) may be reported by the Company to any government authorities or
regulatory bodies and exchanged with the tax authorities of another country(ies) in which y o u may be a tax resident.
Saya mengaku dan bersetuju bahawa (a) maklumat yang terkandung di dalam Borang Perakuan Diri (Individu) ini dikumpul
dan boleh disimpan oleh Syarikat bagi tujuan pertukaran automatik maklumat akaun kewangan; dan (b) maklumat
tersebut sebarang maklumat berkaitan akaun yang perlu dilaporkan boleh digunakan oleh Syarikat untuk laporan kepada
badan kerajaan atau badan kawal selia dan bertukar maklumat dengan penguatkuasa cukai di Negara(-negara) lain di
mana saya adalah anda pemastautin bagi tujuan cukai.
I certify that I am the account holder of all the account(s) to which this form relates to.
I undertake to i n f o r m t h e Co m p a n y w i t h i n t hi r t y ( 3 0) d ayso f an y c h an gesi n ci r cum st ance which causes

any information contained in this Self-Certification (Individual) Form to be incorrect and incomplete with an updated Self-
Certification and declaration./Saya berjanji untuk memaklumkan pihak Syarikat dalam masa tiga puluh (30) hari dari
sebarang perubahan keadaan yang mana menyebabkan maklumat yang terkandung di dalam Borang Perakuan Diri
(Individu( ini menjadi tidak tepat dan tidak lengkap dengan Perakuan Diri dan pengisytiharan yang dikemaskini.
I declare that the information provided in this Self-Certification (Individual) Form, to the best of my knowledge and belief,
istrue, accurate and complete.
Saya mengaku bahawa maklumat yang diberikan di dalam Borang Perakuan Diri (Individu) ini, pada pengetahuan terbaik
dan kepercayaan saya, adalah benar, tepat dan lengkap.
Signature/ :
Tandatangan
Nama/ :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
SCENARIO 8:

Self-Certification Form (Entity)
Borang Perakuan Diri (Entiti)
The Income Tax (Automatic Exchange of Financial Account Information) Rules 2016 sets the Common
Reporting Standards for the purpose of automatic exchange of financial account information. This is a Self-
Certifica
the government authorities or regulatory bodies for transfer to the tax authority of another
country/countries.
Kaedah-kaedah Cukai Pendapatan (Pertukaran Automatik Maklumat Kewangan) 2016 menetapkan
Standard Pelaporan Bersama bertujuan untuk pertukaran automatik maklumat akaun kewangan. Ini
adalah Perakuan Diri yang perlu dilengkapkan oleh anda untuk AIA Bhd. / AIA PUBLIC Takaful Bhd. (secara
oleh Syarikat kepada pihak berkuasa kerajaan atau badan kawal selia untuk pindahan ke pihak berkuasa
percukaian di negara-negara lain.
Andadikehendakiuntukmelaporkan kepada Syarikat sebaik sahaja terdapat sebarang perubahanpada status
cukai pemastautin anda.
Anda dikehendaki untuk melengkapkan Perakuan Diri ini sepenuhnya (melainkan jika dinyatakan
sebaliknya).
If you have any questions on Self-Certification or your tax residency status, please refer to your tax adviser
or the Frequently Asked Questions (FAQs) for Common Reporting Standards available in AIA Portal at
Jika anda mempunyai sebarang pertanyaan mengenai Perakuan Diri atau status cukai pemastautin anda,
sila rujuk kepada penasihat cukai anda atau soalan-soalan lazim (FAQs) untuk Standard Pelaporan
Bersama yang boleh didapati pada AIAportal di https://www.aia.com.my .

Step 1: Complete
the entity info.

Negara yang Didaftarkan /
Ditubuhkan

No. Polisi /Sijil
untuk dihubungi.
SCENARIO 8:
Part2 EntityType
Financial Institution
Institusi Kewangan
Step 2: Select Active NFE if the

non-participating country. entity is a company having operations in
Malaysia. E.g. a manufacturing company
which is not a listed company should select
“Active NFE other than the above.”
ActiveNon-Financial A corporation the stock of which is regularly traded on an established securities
Entity (“NFE”) market or a corporation which is a related entity of such acorporation.
Intitusi Bukan Syarikat yang sahamnya kerap diniagakan di pasaran sekuriti atau syarikat yang
Kewangan yang berkaitan dengannya.
Aktif (“NFE”) Related entity of a corporation the stock of which is regularly traded on an established
securities market.
Entiti yang berkaitan dengan Syarikat di mana sahamnya kerap diniagakan di pasaran
sekuriti terkemuka.
A governmental entity, an international organization, a central bank, or an entity
wholly owned by one or more of the said entities
Sebuah entiti milik kerajaan, organisasi antarabangsa, bank pusat, atau entiti yang
dimiliki sepenuhnya oleh salah satu atau lebih daripada satu jenis syarikat tersebut
√ Active NFEother than the above (Please specify ManufacturingCompany )

NFEaktif selain daripada yang di atas (Sila nyatakan )
PassiveNFE Investment entity that is managed by another financial institution and located in a non-
NFEyang Pasif Entiti pelaburan yang diuruskan oleh institusi kewangan yang lain dan terletak di negara
bukan peserta
NFEthat is not an activeNFE
NFEyang tidak aktif
If you select Passive NFE, please complete the Self Certification Form (Controlling
Person). Controlling Person refers to a natural person who has a controlling ownership
interest of twenty five percent (25%) in the entity. Where no natural person(s) exercises
control over the entity, the Controlling Person(s) will be the individual(s) holding the
position of senior managing official(s).
Jika anda memilih NFE yang Pasif, sila lengkapkan Borang Perakuan Diri (Orang yang
Mengawal). Orang yang Mengawal merujuk kepada individu yang mempunyai
kepentingan pemilikan modal saham sebanyak dua puluh lima peratus (25%) dalam
entiti. Jika tiada individu yang mempunyai kuasa untuk mengawal entiti, Orang yang
Mengawal ialah individu yang memegang jawatan rasmi sebagai pengurus kanan.
SCENARIO 8: cont’d

tax in Malaysia



kepada penduduknya

Cukai
Pemast
autin
(1)
(2)
(3)
(4)
(5)
Part5/ Declaration
I/We acknowledge and agree on behalf the Entity that (a) the information contained in this Self-Certification (Entity)
Form is collected and may be kept by the Company for the purpose of automatic exchange of financial account
information, and (b) the information and any information on reportable account(s) may be reported by the Company
to any government authorities or regulatory bodies and exchanged with the tax authorities of another country(ies)
in which t h e En t i t y may be a tax resident.
Saya/Kami mengaku dan bersetuju bagi pihak Entiti bahawa (a) maklumat yang terkandung di dalam Borang
Perakuan Diri (Entiti) ini dikumpul dan boleh disimpan oleh Syarikat bagi tujuan pertukaran automatik maklumat
kewangan; dan
(b) maklumat tersebut dan sebarang maklumat berkaitan akaun yang perlu dilaporkan boleh digunakan oleh Syarikat
untuk laporan kepada mana-mana badan kerajaan atau badan kawal selia dan bertukar maklumat dengan
penguatkuasa cukai di negara(-negara) lain di mana Entiti adalah pemastautin bagi tujuancukai.
I/We certify that I am/we are authorised to sign on behalf of the Entity in respect of all the account(s) to which this Self-
Certification (Entity) Form relates to.
I/We on behalf of the Entity undertake to i n f o r m t h e C o m p a n y within thirty (30) days of any changes in
circumstances which causes any information contained in this Self-Certification Form (Entity) to be incorrect and
incomplete with an updated Self Certification (Entity) and declaration.
Saya/Kami bagi pihak Entiti berjanji untuk memaklumkan pihak Syarikat dalam masa tiga puluh (30) hari dari sebarang
perubahan keadaan yang mana menyebabkan maklumat yang terkandung di dalam Borang Perakuan Diri (Entiti) ini
menjadi tidak tepat dan tidak lengkap dengan Perakuan Diri (Entiti) dan pengisytiharan yang dikemaskini.
I/We declare that the information provided in this Self-Certification (Entity) Form, to the best of my/our knowledge
and belief, istrue, accurate and complete.
Saya/Kami mengaku bahawa maklumat yang diberikan di dalam Borang Perakuan Diri (Entiti) ini, pada pengetahuan
terbaik dan kepercayaan saya/kami, adalah benar, tepat dan lengkap.
Step 4: Sign & submit.

Signature* :
Tandatangan
Name :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)

Part1/ Identification of ControllingPerson/

No need to complete
Bahagian 1 Identiti Orang YangMengawal CRS Controlling
Person Form.

dalam KP/Pasport)


City :
Bandar

City :
Bandar
Country :
Negara

Country/ Negara :

Bahagian 2
TypeofEntity/ Typeof ControllingPerson Plea

se
select

Individu Individu yang mempunyai kawalan dalam pemilikan (tidak kurang daripada 25%daripada modal
saham yangditerbitkan)
Individualwho exercisescontrol/isentitledto exercisecontrol throughother means(i.e.not

Individu yangmengawal/ berhak untuk melaksanakankawalan melalui cara lain (iaitu tidak kurang
daripada 25%hak undi)
Individu yang memegang jawatan rasmi sebagai pengurus kanan/ mempunyai hakmutlak ke atas
pengurusan entiti
Pelaksana Amanah
Trustee
PemegangAmanah
Protector
Other (e.g. individual who exercises control over another entity being the
Lain-lain (contohnya individu yang mengawal/ berhak untuk melaksanakan kawalan ke atas pelaksana
amanah/ pemegang amanah / pelindung / benefisiari)
Arrangemen
t other than
Trust/ Individualinaposition equivalent/similar to trustee
Aturan Individu yang berjawatan setara/ serupa dengan PemegangAmanah
undang-
Individualinaposition equivalent/similar to protector
undang lain
selain Individu yang berjawatan setara/ serupa denganPelindung
Amanah Individualinapositionequivalent/similar tobeneficiaryor memberoftheclassofbeneficiaries
Individu yang berjawatan setara/ serupa dengan Benefisiari/ penerima manafaat atau ahli dari kelas-
kelas Benefisiari/ penerimamanfaat
amanah/ pemegang amanah/ pelindung / benefisiari)




Reason A– The country where I am a tax resident does not issue TINs to its residents.
penduduknya
disclosure of TIN.
Sebab C
TIN tidak diperlukan. Pilih sebab ini hanya jika pihak berkuasa di negara cukai pemastautin anda tidak
CountryofTax TIN If noTINisavailable Pleaseprovide explanationif ReasonBis
Residence enter ReasonA, BorC selected
Negara Masukkan SebabA, B Silanyatakan penjelasanjika memilihSebabB
Cukai atau C jika

Pemastauti tiada no.
n TIN
(1)
(2)
(3)
(4)
(5)

bersesuaian.
bidang kuasa.
Sayaadalahpekerja sempadan/ pekerja yangmemandu trakatau keretapi yang merentasi di antara wilayah bidang kuasa.
Sayaadalahpasangan atau anakyangtidakberkahwin di bawahumur dua puluh satu(21)tahun bagiindividu yang dinyatakan di
atas.
Part 6 Declaration

Signature/ :
Tandatangan
Nama/ :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
Scenario 9:

Certifica
country/countries.
sebaliknya).

Step 1: Complete
the entity info.

Ditubuhkan

No. Polisi /Sijil
untuk dihubungi.
Scenario 9: cont’d
Part2 EntityType
Financial Institution Custodial Institution, Depository Institution or Specified Insurance Company.
Institusi Kewangan Institusi Penyimpanan, Institusi yang Menerima Deposit atau Syarikat Insurans Khas.
Investment Entity, except an investment entity that is managed by another financial
institution (e.g. with discretion to manage the entity’s assets) and located in a non-
participating country.
Entiti Pelaburan, kecuali entiti pelaburan yang diuruskan oleh institusi kewangan yang
lain (dengan budi bicara untuk menguruskan aset entiti) dan terletak di negara bukan
ahli.

securities market.
sekuriti terkemuka.
A governmental entity, an international organization, a central bank, or an entity wholly
owned by one or more of thSetesapid2en:tIitfiethse entity is aninvestment
company (e.g. Public Mutual Bhd,
Sebuah entiti milik kerajaan, KoergnaannisgaasiInanvteasratobrasngBsha,db),asneklepcutsat,atau entiti yang
dimiliki sepenuhnya oleh salah satu atau PleabsihsdivaeripNaFdEa.satu jenis syarikat tersebut
Active NFEother than the above (Please specify )
bukan peserta
√ NFEthat is not an activeNFE

NFEyang tidak aktif

tax in Malaysia


kepada penduduknya

Cukai
Pemast
autin
(1)
(2)
(3)
(4)
(5)
Part5/ Declaration
kewangan; dan
Step 4: Sign & submit

Signature* :
Tandatangan
Name :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)

Part 1/ Identification of Controlling Person/

Bahagian 1 Identiti Orang Yang Mengawal No need to complete CRS
Controlling Person Form
if no shareholders ≥ 25%
shareholding!
dalam KP/Pasport)


City :
Bandar

City :
Bandar
Country :
Negara

Country/ Negara :

Bahagian 2
TypeofEntity/ Typeof ControllingPerson Pleas

e
select

Individu Individu yang mempunyai kawalan dalam pemilikan (tidak kurang daripada 25%daripada modal saham yangditerbitkan)

Individu yangmengawal/ berhak untuk melaksanakankawalan melalui cara lain (iaitu tidak kurang daripada 25%hak
undi)

Individu yang memegang jawatan rasmi sebagai pengurus kanan/ mempunyai hakmutlak ke atas pengurusan entiti

Pelaksana Amanah
Trustee
PemegangAmanah
Protector
Other (e.g. individual who exercises control over another entity being the settlor/trustee/protector/beneficiary)
Lain-lain (contohnya individu yang mengawal/ berhak untuk melaksanakan kawalan ke atas pelaksana amanah/
pemegang amanah / pelindung / benefisiari)

Arrangement
other than
Trust/Aturan Individualinaposition equivalent/similar to trustee
undang- Individu yang berjawatan setara/ serupa dengan PemegangAmanah
undang lain
selain Amanah Individualinaposition equivalent/similar to protector
Individu yang berjawatan setara/ serupa denganPelindung
Individualinapositionequivalent/similar tobeneficiaryor memberoftheclassofbeneficiaries
Individu yang berjawatan setara/ serupa dengan Benefisiari/ penerima manafaat atau ahli dari kelas-kelas Benefisiari/
penerima manfaat
Lain-lain (contohnya individu yang mengawal/ berhak untuk melaksanakan kawalan ke atas pelaksana amanah/
pemegang amanah/ pelindung / benefisiari)




Reason A – The country where I am a tax resident does not issue TINs to its residents.
penduduknya
Sebab C disclosure of TIN.

TIN
Residence enter ReasonA,BorC selected
tiada
nomborTIN
(1)
(2)
(3)
(4)
(5)

bersesuaian.
bidang kuasa.
Sayaadalahpekerja sempadan/ pekerja yangmemandu trakatau keretapi yang merentasi di antara wilayah bidang kuasa.
atas.
Part 6 Declaration

Signature/ :
Tandatangan
Nama/ :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
Scenario 10:

Certifica
country/countries.
sebaliknya).

Step 1: Complete
the entity info.

Ditubuhkan

No. Polisi /Sijil
untuk dihubungi.
Part2 EntityType

ahli.

securities market.
sekuriti terkemuka.
bukan peserta

NFEyang tidak aktif

tax in Malaysia



kepada penduduknya

Cukai
Pemast
autin
(1)
(2)
(3)
(4)
(5)
Part5/ Declaration
kewangan; dan

Signature* :
Tandatangan
Name :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)


Bahagian 1 Identiti Orang Yang Mengawal
Step 5: Complete CRS
Controlling Person Form if
(1) Name (Name asshownonIC/Passport) : shareholders ≥ 25%
Nama (Nama seperti yang dinyatakan shareholding
dalam KP/Pasport)
(Similar
to CRS
Individu
al Form)


City :
Bandar

City :
Bandar
Country :
Negara

Country/ Negara :

Bahagian 2

se
select

Individual who exercisescontrol/isentitledto exercisecontrol throughother means(i.e.not

pengurusan entiti
Pelaksana Amanah
Trustee
PemegangAmanah
Protector
Arrangemen
t other than
undang-
Individualinaposition equivalent/similar to protector
undang lain




Reason A– The country where I am a tax resident does not issue TINs to its residents.
penduduknya

TIN
tiada
nomborTIN
(1)
(2)
(3)
(4)
(5)

bersesuaian.
bidang kuasa.
atas.
Part 6 Declaration

Signature/ :
Tandatangan
Nama/ :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
Scenario 11
11: Manual Application
Application
Corporate Policyholder = company paying tax in country other than Malaysia/US +
WITH foreign taxpayernumber.
Step1
Step2
Singapore AB12325
Step3

Certifica
country/countries.
sebaliknya).

Step 1: Complete
the entity info.

Ditubuhkan

No. Polisi /Sijil
untuk dihubungi.
Part2 EntityType

ahli.

securities market.
sekuriti terkemuka.
bukan peserta

NFEyang tidak aktif

tax in country other than
Malaysia/US.
√ Yes (Please complete to Part 4) / No (Please complete Part 5)/



kepada penduduknya

Cukai
Pemast
autin
Same as CRS
(1) Singapore AB12325 Indivi dual Form

(2)
(3)
(4)
(5)
Part5/ Declaration
kewangan; dan

Signature* :
Tandatangan
Name :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)


Bahagian 1 Identiti Orang Yang Mengawal
Step 5: Complete CRS
Controlling Person Form if
(1) Name (Name asshownonIC/Passport) : shareholders ≥ 25%
Nama (Nama seperti yang dinyatakan shareholding!!!
dalam KP/Pasport)
(Similar to
CRS
Individual
Form)


City :
Bandar

City :
Bandar
Country :
Negara

Country/ Negara :

Bahagian 2

se
select



pengurusan entiti
Pelaksana Amanah
Trustee
PemegangAmanah
Protector

Arrangemen
t other than
undang-
undang lain Individualinaposition equivalent/similar to protector



(a) ALLcurrent country of ta x residence; and

Reason A –
The country where I am a tax resident does not issue TINs to its residents.
penduduknya

TIN
Negara Masukkan SebabA,B Silanyatakan penjelasanjika memilihSebabB
Cukai atau Cjika

Pemastautin tiada
nomborTIN
(1)
(2)
(3)
(4)
(5)
Part5 Reasonable Explanation (Not requiredif Part 4 hasbeen completed)

bersesuaian.
bidang kuasa.
atas.
Part 6 Declaration

Signature/ :
Tandatangan
Nama/ :
Nama
Date(dd/mm/yyyy)/ :
Tarikh (hh/bb/tttt)
CRS– CUSTOMER SERVICING
CUSTOMER SERVICING
Assignment or
Claim Manual form Manual Checking Any
submitted on Do you have any tax
N Indicia in Proposal
or after 1 July residency in Y/N form?
2017 country/countries other
than Malaysia & US?
Y
CASE
Request for To complete Self- N
Y CLOSED
Change of Certification Y/N
Address or
Tel Number
submitted on
or after 1 July
2017 Y
System Reasonable
(iServe) Explanation with
Do you have any tax supporting
residency in
Y/N N documents
country/countries other
than Malaysia & US?
N Y
System Validation Any N

Indicia? Y/N
iServe
1) CRSDeclaration
CRSdeclaration is COMPULSORY
when customers update changes
(change of address/ phone No)
in iServe!
iServe
2a) CRS Declaration = Yes >> CRS Individual Self-Certification
iServe
2b) CRS Declaration = No but with CRS indicia >> Reasonable Explanation
If you answered Reasonable

Explanation, a snapshot of the
relevant document is required.
iServe
3) CRS Self-Certification Form (duly completed)
ADVISORY TO CUSTOMER
CAUTION!
You are cautioned NOT to provide customer any tax advisory to avoid the
tax residency declaration under anycircumstances.
Instead, customers are advised toseekadvice from their appointed tax agents
to complete the forms.
Frequently Asked Questions - Common Reporting Standard (CRS)
No. Question Answer

1. There was wrong CRS declaration made Any submissions with wrong CRS declarations within the grace period between
earlier. What will be the consequences of 18 May and 31 May 2017 will be waived.
CRS implementation within AIA has been enforced with effect from 1 June 2017.
wrong CRS declaration?
Any submissions with wrong CRS declarations will be deferred. Underwriters will
send the agents pending memo to request the customer to re-declare his/her CRS
status.
NOTE: No policies can be approved without the correct CRS declaration.
2. If a wrong CRS declaration is made and Underwriters will send the pending memo to agents. Underwriters will not deal
re-declaration is required, will AIA c.c. the directly with customers.
agents?
3. Why is the CRS process for iPoS and In iPoS, the CRS validation is incorporated in the system. When customer
Manual submission different? declared “No” in 1st CRS declaration but with CRS indicia ((e.g. Singapore
address), iPoS will ask for reasonable explanation. The case will be routed to
Underwriter to obtain the supporting documents from the customer/agents.
Unlike iPoS, the CRS validation is manually handled in manual submission. When
customer declared “No” in 1st CRS declaration but with CRS indicia (e.g.
Singapore address), Underwriter will defer the case and request for CRS re-
declaration and to provide reasonable explanation and supporting documents if
he/she is not working/paying tax in Singapore.
4. Case Study: Policyholder is a Malaysian The policyholder should declare “Yes” in CRS declaration and provide his tax1info
working in Korea, coming back to Malaysia (i.e. his Korea tax ID info).
and buys a policy in Malaysia. He puts a However, if the policyholder refused to declare his Korea tax info. No deferment
Malaysian address and telephone number
will happen as no CRS indicia in this case. The duty to disclose is with the
in the application. How should he complete
the CRS declaration? policyholder and he/she will be personally liable for his/her declaration.
5. Case Study: Policyholder is a Malaysian The policyholder should declare “No” in CRS declaration as his tax ID is in
working and paying tax in Malaysia. Bought Malaysia.
a property in Australia. His address and
telephone number in the application is in
Malaysia.
No. Question Answer

6. Is the CRS info in iPoS linked to LHDN/other iPoS is not linked to any systems from LHDN/other countries. All CRS info
countries? collected from customer will be compiled by AIA and sent to LHDN for its onward
exchange with other countries. If a person with tax residency in other countries
(i.e. tax ID in other country as working/paying tax in other country) but
refused to declare to AIA, the person will be personally liable for his
declaration.
7. Kindly elaborate on reasons A, B and C. When the policyholder declared “Yes” in CRS declaration, the policyholder will
need to provide your tax ID info. There are situations when policyholder is
working/paying tax in other country but does not have a tax ID as follows:
Reason A: The country that does not issue TINs to its residents. Only 4
countries i.e. either “Bermuda,” “Cayman Islands”, “Montserrat” or “Turks and
Caicos Island”.
Reason B: The policyholder is unable to obtain a TIN or equivalent number. The
policyholder is required to provide the reason under the next column e.g. “low
income and not subject to tax” or “tax free country”.
Reason C: the domestic law of the relevant country does not require the
collection of the TIN.
8. When is the effective date of CRS? How The effective date of CRS is 1 Jan 2017 while the enforcement is 1 July 2017.
about the CRS implementation in other All financial institutions are required to implement CRS on 1 July 2017 and all
policy in-force in insurance companies with effect from 1 July 2017 must have
financial institutions?
CRS declaration.
Note: AIA implemented CRS 1 month earlier to close the gap of the pending
cases submitted before 1 July 2017 and in-force on/after 1 July 2017.
9. Country for reason C Australia
10. Will the CRS system validation be carried out Yes.
in iPoS after the “SUBMIT” button is pressed?
11. Within how many days will AIA revert to As per normal underwriting process i.e. around 2 working days from submission
agents if CRS re-declaration is required? date.
No. Question Answer
12. When is the life planner required to walk When the customer wants to change the address/phone number.
through the CRS declaration in iServe
with the customer?
13. Is the CRS declaration by the customer in Yes, CRS declaration by customer is compulsory at the point when
iServe compulsory when these changes customer
are made by the customer? updates upon any changes to address/phone number.
14. In CRS declaration for corporate customer, For corporate customer, the CRS declaration is through hardcopy only.
the declaration is via hardcopy only?
Can it be done via iPOS?
AIA Offshore Customer Guidelines

Updated as Rev04 January 1, 2019

Contents
❖ Scope of the AIA group Offshore Customer Guidelines
❖ Definitions of Home Country, Host Country and Offshore Customer
❖ Marketing and Solicitation Activities
❖ Product Offering
❖ Post-Sales Activities or Services and On-Going Advice
Scope
• Set minimum standards and additional due diligence procedures to

be followed in relation to promoting AIA products including
prospecting and conducting post activities involving an Offshore
Customer.
• Covered activities undertaken to canvass or solicit customers,

product presentations, customer suitability assessment or needs
analysis, filling in or submission of an insurance application form,
medical examinations or counter-offers and policy endorsement and
claims payment.
Definitions
• Home Country: A country which customer/potential customer is a citizen or a long

term resident.
• Host Country: A country (not the Home Country) in which customer/ potential
customer seeks to purchase an insurance product where AIA Group Business Entity
has a licence to operate.
• Offshore Customer - A citizen and / or long term resident of a country who seeks to
purchase an insurance product from an insurer operating in a country which is not
their Home Country. For example, a Singaporean seeking to purchase a policy from
AIA Malaysia is an Offshore Customer. (For greater certainty, an Offshore Customer
includes non-natural persons such as Trust, Corporates or other legal vehicles).
• A Long Term Resident such as one with permanent residency status or a permit, that
are, work permit, student pass etc, evidencing the long term residence of the
customer in the Host Country.
• Example: A Japanese citizen holding a valid work permit in Malaysia would not be
regarded as an Offshore Customer in Malaysia or Japan.
Marketing and Solicitation Activities
• AIA agents must not solicit insurance or undertake any marketing activity to promote
AIA products outside of the jurisdiction in which AIA Malaysia is licensed to operate.
• Agents should not carry out the following activities (not exhaustive and please refer to
the Guidelines for the full listing) :
• Do not arrange presentations, speeches or education programmes about AIA’s
products for business partners or customers in another jurisdiction,
• Do not prospect for Offshore Customers outside AIA Malaysia’s jurisdiction of
operation through cold calls (including tele-calls, emails, social media or other
electronic medium including fax, delivering marketing materials and collaterals,
application forms etc.
• Do not provide advice or solutions (including product presentations), conducting
suitability assessments, fact finding with customers, filling and signing of insurance
documents such as an application form, product summary or benefit illustration
outside AIA Malaysia’s jurisdiction of operation.
Product Offering
• AIA agents may offer products and services to Offshore Customers if they were
prospected in AIA Malaysia’s jurisdiction of operation.
• How do we ensure that no solicitation and sales activities have taken place outside
AIA Malaysia jurisdiction of operation?
• To collect a copy of the Offshore Customer’s travel document (passport) together
with the insurance application form as the immigration entry stamp as proof that
prospecting took place during the applicant’s stay in Malaysia.
• The copy of the travel document(passport) must be dated and signed by both the
applicant and the selling agent and the said documents should be submitted within 3
months of the inward travel date as per the immigration stamp or within the maximum
allowable period for visitors to stay in Malaysia.
• If a passport is not used for immigration purposes then a declaration may be obtained
from the Offshore Customer to confirm the solicitation was done in Malaysia.
• All supporting documents such as the Fact Find or Needs Analysis form, product
summary, sales or benefit illustration and application form etc. must be dated and
signed by the applicant and the selling agent in Malaysia.
Post Sales Activities or Services and Ongoing Advice
• Sales to existing Offshore Customers – Upselling and cross selling to Offshore Customer cannot
take place outside Malaysia.
• Counter Offer – counter offers should be acknowledged, accepted and signed by customer in
Malaysia. Written consent from applicant may be obtained during his/her stay in the Host Country
for any anticipated amendments such as rating up of the premiums, exclusions due to medical
conditions or amendments to the sum assured. The customer may be notified in writing or verbally
(via tele-call) to confirm acceptance.
• Premium Payment – Remittance of premium from an overseas bank account may create cross
border risk and therefore for risk mitigation strategy, the payment of the initial premium and
subsequent premium should be effected from a bank account in Malaysia. Refund cheques or
payments should be made payable to the policyholder or payor’s bank account from which the
premium was paid.
• Policy assignment – A policy assignment document may be executed in the Offshore Customer’s
Home Country provided AIA Malaysia has completed appropriate due diligence including
obtaining relevant legal advice confirming compliance with the laws of the Offshore Customer’s
Home Country.
• Acceptance of medical examination for underwriting purposes issued by a medical provider in an

Offshore Customer’s Home Country is not permitted.
• For full details of the procedural controls, please refer to Appendix 1 and 2 of the Guidelines
including obtaining Legal and Group Office approval for deviations to the said Guidelines.

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SALES COMPLIANCE MODULES

AIA Premier Academy (APAc) Malaysia

AIA confidential and proprietary information. Not for distribution.

Anti-Money Laundering &

AIA Premier Academy (APAc)

AIA confidential and proprietary information. Not for distribution.

Contents – AMLA & CFT

Money laundering (ML) is a Terrorism financing (TF) is the

Life Planner is reminded to conduct

Para 23.6.2 of BNM ‘s AML/CFT guidelines

To know your customer, life planners are

CDD is a process of identifying and verifying the

Know Your Customer

Instead, the customer should state a specific

Why does verification need to be performed?

Certain customers may pose higher risk hence

As part of the EDD, additional documents may be requested.

Type of Applicant Examples of documents required

Business Owner Business Registration

Who is a Politically Exposed Person?

Who is a Politically Exposed Person? (Cont’d)

It includes immediate family and close associates

It excludes junior & middle ranking officers/officials

You are responsible to report any

Examples of suspicious transactions include:

Agency Business Quality (ABQ) 2020

AIA Premier Academy (APAc)

AIA confidential and proprietary information. Not for distribution.

• Purpose of Welcome Call

• AIA Social Media & Website Policy

• Zero Tolerance on Fraud

• Escalation Channel in handling customer’s queries

DID YOU KNOW?

AIA Life Planners are required to deliver the policy contract to

DID YOU KNOW?

Welcome Call is a regulatory requirement for company to assess

Welcome Call is conducted WITHIN 30 DAYS from despatch of

Life Planners MUST inform customers on the possibility of

Social Media Guidelines

AIA Premier Academy (APAc)

AIA confidential and proprietary information. Not for distribution.

AIA Social Media & Website Policy

Tips on social media platform

A standard disclaimer disclosing your association with AIA

Publish accurate & verified contents only without referring to BNM

Make reference to sources of your content appropriately

Your Responsibilities as AIA Agent

Social Media Policy

Your Responsibilities as AIA Agent

I am an AIA brand ambassador

As an AIA agency leader or agent, it’s important to understand social media

Whether you are acting in a professional or personal capacity, be a brand

Your Responsibilities as AIA Agent

I am an AIA brand ambassador

Ask – Why am I posting this? Am I adding value? Am I salving a problem?

Imagine – Am I comfortable with my name and photo next to this content?

Assess – How would posting this information effect my personal brand,

Social Media – Do’s

Remain professional when growing your business on social media

✓ Ensure your content is always appropriate. It may be tempting to share some

Example of a professionally written post Example of a post with profanity

Example of a poorly written post Example of a post written in poor taste

Social Media – Do’s

Be respectful, truthful and transparent