INDIVIDUAL MAJOR eCLAIMS SUBMISSION

GUIDES

26 May 2023

AIA confidential and proprietary information. Not for distribution.

[AIA – INTERNAL]
ENTRY POINT FOR SUBMITTING e-CLAIM FROM ALPP
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1.From the MENU bar on top, Click on “MY SERVICING”.

2.Under “CLAIMS” section, click on “SUBMIT CLAIMS”.

3.Landing page “SEARCH ENQUIRY” open in new window.

(Note: Check and disable window pop-up blocker if the window is not open.)

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 ENTRY POINT FOR SUBMITTING e-CLAIM FROM ALPA
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Reminder!
Please update to
the latest ALPA
version to use this
feature

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 LANDING PAGE – Search Enquiry

Agency PA
can also
submit
now!

2
1

1. Filter “Search by” based on the selection that you prefer. If you are not the
servicing life planner, please only select “Policy No.”

2.From the result, click on “SUBMIT CLAIMS” on the customer’s name, IC or policy
number that you intend to submit for.
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 CLAIMS SUBMISSION

1. Go through the “Simple Guideline for Claims Submission” especially when

2 submitting a particular claim type for the first time.

2. Do check on the summary of the “Required Documents…”. For full list of

required documents, please refer to the “Documents to be Submitted with this
Claim Form” found in respective claim forms.

3. Click “YES, I’M READY to SUBMIT” once you are ready with the required
[AIA – INTERNAL] documents.
 CLAIMS SUBMISSION

1. Do note that the Major claim types have been added to the existing selection of Minor
Reimbursement claim types. As a start, select the claim type that you intend to submit. In
this guide, we will proceed with “Death” claim type as an example.

2. Select the relevant policy number and click “Begin”

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 DOCUMENT UPLOAD

Scroll
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5
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1. Upload your documents as per the available 5
dropdown. Do be mindful of the file type, size 3
and document type as explained on-screen.
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2. If there is 2 or more files, do continue to
upload as per the limit allowed. 4. Select and add-on new document types till all
required documents are submitted.
3. Continue your upload for the next document
type. 5. Once you have gone through the terms &
conditions, tick the checkbox and click “Next” to
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 PAYMENT DETAIL

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1. Select the Bank Name and input the account
number that the customer intended for the
claims proceed to be bank-in to. Do ensure that
this is the owner’s account. For claim related to
death of owner, the nominee’s account should
be indicated.
2. When prompted, please fill up the customer
ID number, email address and contact number
of the owner (or nominee for claim related to
death of owner).
3. Click “Next” once completed.

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 CLAIMS REVIEW

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1. Review all details that you have completed

and documents uploaded.

2. If needed, click “Edit” to make changes on

the relevant section.

1 2 3. Otherwise, proceed to click “Next”

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 eCLAIMS REFERENCE

1. Congratulations, your claim is submitted.

Please record down the eClaim Reference
No. for your tracking purposes.

2. You may also save a copy of the eClaim

Reference No, submit a new claim or view
submission history.

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 ECLAIMS SUBMISSION HISTORY

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 CLAIMS SUBMISSION – PENDING REPLY SUBMISSION (PRP)

This feature is only available and applicable for Major Claims!

1. If there is a deferment or additional requirements to be

submitted, you may proceed to select Claim Type “ Major
Claim – Pending Reply Submission (PRP)

2. Select the same Policy Number that you have used in your
submission.
1 3. You should be able to see a “Major Claim Request
Number” shown. Please note that you would not be able
to submit PRP if there was no Major Claim submitted
2 previously and the “Major Claim Request Number” will not
show any record.

3 4. Click “Begin”, you will be routed to the “Document

Upload” page. Please follow the on-screen instruction to
similarly proceed.

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 CLAIMS SUBMISSION – PENDING REPLY SUBMISSION (PRP)
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Refer Claims Submission process, PRP submission has the same

4 steps.

1. Upload documents
2. Review
3. Complete with eClaim Reference Number.
3 4. View Submission History

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 FREQUENTLY ASKED QUESTIONS (FAQ)

AIA confidential and proprietary information. Not for distribution.

[AIA – INTERNAL]
 1. What is ALPP/ALPA eClaims?
AIA Life Planners can submit claim online on customer’s behalf via AIA LIFE PLANNER PORTAL (ALPP) and APP (ALPA).

2. When can I start submitting Major Claims online via ALPP or ALPA?
26 May 2023

3. What are the claim types allowed to submit online via ALPP or ALPA?
a) Individual Minor Reimbursement Claims:
• Accident Claim
• Medical Claim
• Travel PA Claim
• Health Wallet Claim

b) Individual Major Claims:

• Death
• Total and Permanent Disability (TPD)
• Critical Illness
• Dismemberment Benefit
• Female Benefit
• Waiver of Premium/Contribution
• Income Benefit

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 4. Where do I search for SUBMIT CLAIMS in ALPP and ALPA?
• Login to ALPP >> go to My Servicing >> go to Claims >>select SUBMIT CLAIMS
• Login to ALPA >> go to App Menu >> go to Claims >> select SUBMIT CLAIMS

5. Is My.DMC_eclaims@aia.com still a valid submission channel for Individual Claims?

Effective 01 June 2023, My.DMC_eclaims@aia.com will not accept any claim submission.

6. Is there any claim amount threshold for e-claim submission?

No

7. What documents do I need to submit?

a) We strongly encourage you and your customers to go through the Claims Process and Guides found in our AIA Malaysia corporate website
(www.aia.com.my) for details on documents/requirements to be submitted for the respective claim types.
Go to AIA Malaysia (www.aia.com.my) -> Help & Support (Mouse over/Click) -> Claims Process and Guides (Scroll down) –> Claims Guides
(Individual Policy) -> Choose Claim Type

b) Alternatively, you may refer to “Documents to be Submitted with this Claim Form” on each respective Claim Forms downloadable at
• Login to ALPP >> Resources >> select Forms Library >> Claims

A summary of required documents/requirements are also available at the “Good-to-Know” guideline available at the ALPP/ALPA eClaim
submission landing page.
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 8. Do customers need to submit proof of identity like NRIC or Passport ID for claim submission?
Yes, if the customer has not submitted any forms of ID document such as NRIC or passport to AIA before, he or she will need to submit a CTC copy to
AIA when the claim is submitted.
For Major Claim, the proof of identity is also required for any claimant or individual who are tagged to the policy/certificate including
policy/certificate owner, insured/covered member, beneficiaries, trustees, nominees and administrators or any relevant person that we may request
in relation to the claim submitted.

9. Do customers need to submit differently if there are more than 1 claimants/nominees/beneficiaries?

No, Life Planners are advised to upload each claimant/nominee/beneficiary documents in the same claim to capture respective
claimants’/nominees’/beneficiaries’ personal and payout details where applicable on 1 single submission only.

10. With eClaims, do I still need to submit hardcopy claim documents to AIA Customer Centres/Branches?
No, Life Planners are advised to return original documents to customers after submission.
We may request for the original physical documents for audit and quality monitoring purposes.

11. Do customers need to keep original claim documents?

Yes, Customers shall retain the original claims documents for at least 7 years as AIA or any relevant authorities may perform a verification exercise
with regards to the claims submitted.

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 12. Can I submit customer’s pending reply or additional claim documents via ALPP or ALPA?
Yes, please go through the guide provided in this deck.

13. How do I track the claim status?

You may track the claim status via Claim Status Enquiry in ALPP. Besides, your customer (policy or certificate owner only) can check his/her claim
status in Claim History via MyAIA app. Please allow up to 48 hours for your latest status to be updated.

14. How do customers update personal details with AIA?

Customers can update personal details (e.g. passport number, address, payment method etc) via Service Request in MyAIA app.

AIA confidential and proprietary information. Not for distribution. 18

[AIA – INTERNAL]
CLAIMS MENU GLOSSARY

AIA confidential and proprietary information. Not fordistribution.

 CLAIMS SUBMISSION
Claims Menu Glossary

Title Selection Description

Claim Type Medical Claim on a Medical rider/policy
Accident Claim on an Accident rider/policy
Travel PA Claim on a Travel PA policy
Health Wallet Claim on a Medical rider/policy with health wallet
balance/value
Critical Illness Claim on a Critical Illness rider/policy
Death Claim on a rider/policy which offers life protection
coverage
Dismemberment Benefit Claim on a rider/policy which offers loss of
A
physical/usage of limbs and related coverage
PP
A Female Benefit Claim on a rider/policy which offers specific female
P related coverage
P
Major Claim – Pending Reply Submission Special claim type for the submission of
(PRP) incomplete/additional requirements (Major Claim only)
O
M
ER Total and Permanent Disability (TPD) Claim on a rider/policy which offers coverage in the
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event of a permanent disability event.
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 CLAIMS SUBMISSION
Claims Menu Glossary

Title Selection Description

Claim Type Income Benefit Claim on a rider/policy which offers income payout
in the event of Death, TPD or Critical Illness
Waiver of Premium/Contribution Claim on a rider/policy which offers waiver of
premium/contribution in the event of Death, TPD or
Critical Illness
Sub Claim Type Hospitalisation/ Day Care Procedure Claim for an event due to hospitalisation or
(Medical) outpatient day care surgery/procedure
Outpatient claim before or after Claim for outpatient visit before or after
Hospitalisation/Day Care Procedure hospitalisation/ day care procedure
Outpatient Accident Claim Outpatient claim for an accident event (with no
A hospitalisation) on a medical rider/policy
PP Sub Claim Type Food Poisoning Event caused by food poisoning
A
(Accident)
P
P Assault Event caused by injury sustained from another

O
M Accidentally Bitten by animals/insects As it is
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 CLAIMS SUBMISSION
Claims Menu Glossary

Title Selection Description

Sub Claim Type Burns/Cut As it is
(Accident)
Motor/Non-motor vehicle accident Accident caused by a moving vehicle
Accidental Fall As it is
Ingestion or infiltration of foreign body Injury caused by accidental swallowing/exposure
of objects/chemical in the mouth, eye, ear or nose
Hit by heavy object As it is
Occupational/ industrial accident Injury at workplace
Natural Disaster As it is
A
PP Sports accident Sudden traumatic injury caused by playing sports
A (not due to fatigue or muscle ache)
P Sub Claim Type Medical Expenses Medical expenses incurred during a covered trip
P
(Travel PA)

O
Cancellation, Delay or Curtailment of As it is
M
ER Journey / Loss of Deposit
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 CLAIMS SUBMISSION
Claims Menu Glossary

Title Selection Description

Sub Claim Type Baggage & Personal Effects (Damage / Delay) As it is
(Travel PA) / Loss of Money or Travel Documents
Sub Claim Type Health Screening / Vaccination As it is
(Health Wallet)
Mobility and Hearing Support / Recovery As it is
Care for Cancer, Stroke and Heart Attack
Mental Health Benefit As it is
Congenital Conditions / Plastic or Cosmetic As it is
Surgery due to Accident or Cancer
A Date of Event Date of Admission/Procedure (Medical) Date admitted to hospital/for outpatient
PP surgery
A
Date of Accident/Event/Admission (Accident) Date of accident or event/admission covered
P
P under this plan
Date of Accident/Event (Travel PA) Date of accident or event covered under this
O plan
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 CLAIMS SUBMISSION
Claims Menu Glossary

Title Selection Description

Date of Event Date of Procedure/Event (Health Date of outpatient surgery or screening/
Wallet) vaccination/support purchase/consultation event
Insured/ Covered Dropdown list if more than 1 record. The customer in which the claim event is filed
Member Name upon for this claim submission. Please select the
claimant name from the list (for Minor
Reimbursement Claim only).
Policy No Dropdown list if more than 1 record. Select the relevant policy no. that you would like
to make your claim on. If you have selected a claim
type which do not match with your policy benefit
coverage, the intended policy no. will not appear
A for selection.
PP
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P
P

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