DATE LAST UPDATED: 20 November 2015
1 Conditions of use
1.1 By using this website, you agree to the following conditions of use. Please read these conditions carefully before using this website.
2 Evidence of Transactions
AIA’s own records of the transactions maintained through computer systems or otherwise shall be accepted as conclusive and binding for all purposes. Your use of your account and/or password to access or use this website and/or online facilities including access to your policy records and our on-line services will be recognized as your electronic signature and will be legally binding. To the extent permitted by law, you accept that AIA's electronic records will be admissible as original documents in any court of law and agree that you will not challenge or dispute the accuracy or authenticity of such records.
You hereby agree to fully indemnify, defend and hold harmless AIA from and against any and all damages, losses, liabilities, costs and expenses (including full legal costs on a solicitor-client basis) suffered by AIA arising from or in connection with: (i) your access to or use of this website and/or online facilities; (ii) any other party’s access to or use of this website and/or online facilities using your account and/or password; or (iii) your breach of any of these Conditions; (iv) any other party’s breach of any of these Conditions where such party was able to access or use this website and/or online facilities using your account and/or password.
4 Third party links
4.1 This website provides links to other websites which are not controlled by us. Those links are provided for your own convenience only and we are not responsible for their use, effect or content.
4.2 We make no representations or warranties as to, and accept no responsibility for, the accuracy of information on those sites, nor do we endorse any information, opinion, goods or services referred to on them. You acknowledge and agree that you access such websites at your own risk.
5 Limitation of liability
5.1 You agree that your access to, and use of the website is at your own risk.
5.3 To the fullest extent permitted by law, we exclude all responsibility and liability arising from or in connection with your use of the website, including, without limitation:
5.3.1 any and all actual or anticipated loss of profits, revenue, goodwill, savings, data, business opportunity, or expectation, and any and all indirect, special, consequential, punitive or exemplary Losses; and
5.3.2 any other Losses, even if we or our authorised representative has been advised of the possibility of such damages.
We also assume no responsibility, and shall not be liable for, any damages to, or viruses that may infect, your computer equipment or other property as a result of your access to, use of, or browsing in the website or your downloading of any materials, data, text, images, video, or audio from this website.
6 Jurisdictional issues
Except as expressly set forth herein the information contained on this website is not an offer to sell or a solicitation to buy any security, insurance product or other product or service by us. No security, insurance product or other product or service is offered or will be sold by AIA or, if sold by AIA, will be effective in any jurisdiction in which such offer or solicitation, purchase or sale would be unlawful under the securities, insurance or other laws of such jurisdiction. Some products and services may not be available in all jurisdictions.
7 No offer
Information provided on this website should not be construed as an offer of securities for sale nor a solicitation of an offer to purchase securities. Past performance is not necessarily an indication of future performance. Any person considering an investment in the securities of AIA Group Limited should seek independent professional advice prior to making any investment decision.
8 Ownership of information
Any personal information submitted to us using the website will be subject to
AIA Personal Data Policy (Singapore).
9 Intellectual property
9.1 use, copy, reproduce, republish, modify, stored in a retrieval system, create derivative works or use in any other way for public or commercial purposes any part of the website;
9.2 distribute, translate, modify or tamper with, any part of the website;
9.3 create derivative works of or from any part of the website;
9.5 permit or assist any person to engage in any act described in paragraphs 9.1 to 9.4 above.
10 Performance of the website
10.1 We will use reasonable endeavours to generally make the website available during our normal business hours. However, the availability of the website depends on various third party suppliers, and accordingly, we do not warrant or guarantee:
10.1.1 any network connection difficulties occur;
10.1.2 that your use of the website will be continuous, uninterrupted, secure or error-free.
10.2 You acknowledge that the website may not be available for use from time to time, and that you may be disconnected from your use of the website at any time for any reason, including if:
10.2.1 any network connection difficulties occur;
10.2.2 the systems providing those services are unavailable for any reason (including so that maintenance can be performed);
10.2.4 we decide to terminate, suspend or block your access to the website for any reason.
10.3 We make no guarantee as to the reliability or other performance of the website. The performance of the website depends on various factors, including the functions, capacity and configuration of your Device, the speed of your internet connection, and the number of users accessing the systems which support the website.
10.4 The information available through the website is subject to updates from time to time and, while we aim to ensure that it is up-to-date, there may be delays, errors or omissions that could affect its currency or accuracy. Accordingly, we cannot and do not warrant or guarantee that the information you obtain through the website is or will be current, complete or accurate at all times. You acknowledge and agree that you will make your own enquiries to determine whether the information you obtain through the website is current, complete and accurate before using it. We are not responsible for any Loss you suffer or incur as a result of your failure to comply with this paragraph.
11 Software licenses
To the extent that any software is made available or provided to you on this website, we grant you a non-exclusive, limited and personal licence to download and use the software for your own personal, non-commercial use only. All rights including intellectual property rights in the software remain our property or the property of the relevant licensors or owners of the software and, except as permitted by law, you may not reverse engineer, decompile, modify or tamper with the software.
Your policy records are confidential and AIA Singapore Private Limited (Reg. No. 201106386R) has taken steps to safeguard this confidentiality. However, your co-operation is required in order for the confidentiality of your policy records to be maintained. In particular, you are required to take the necessary precautionary measures to ensure that no unauthorised access is given to your policy records, your password and access to this website and/or online facilities. You must not allow anyone other than yourself access to these records.
You must notify us immediately by email to email@example.com or call our AIA Customer
Care Hotline at 1800 248 8000 (For overseas calls, kindly dial 65-6248 8000),
if you suspect that your policy records have been accessed by an unauthorised
You shall assume full responsibility and risk each time you access the website, and view or print any portion of the information available to you on this site or and each time you use any of our on-line services.
Any password or PIN which you are provided by AIA to access your policy records and our on-line services will be recognised as your electronic signature. To the extent permitted by law, you accept that electronic records will be admissible as original documents in any court of law and agree that you will not challenge or dispute the accuracy or authenticity of such records.
13 Security reminder
While there is inherent risk in doing business with anyone over a public medium like the Internet, we have implemented measures to reduce these risks. In order to safeguard and protect your privacy, please ensure you have installed up to date virus protection.
14 Third party rights
15 Inconsistency in wordings
16 No waiver
18 Governing law and jurisdiction
19 Defined terms and interpretation
19.1 In this document:
19.1.1 AIA means AIA Group Limited and its subsidiaries.
19.1.2 Device means your own internet-enabled device that is compatible with the website and has a current and working internet connection.
19.1.3 Loss means any liabilities, losses, damages, costs and expenses (including legal costs and expenses, regardless of whether incurred or awarded) arising in contract, tort (including negligence) or otherwise.
19.2 In this document, a reference to 'we', 'us' or 'our' is a reference to AIA.
Updated: 26 June 2014
This AIA Personal Data Policy ("PD Policy") sets out how AIA Singapore Private Limited (Co. Reg. No.
201106386R) ("AIA Singapore") and its associated individuals/organizations (collectively, "AIA",
"us", "our") collect, use, disclose and retain your personal data.
Among the most important assets of AIA is the trust and confidence placed in us to properly handle personal data.
You can expect us to maintain your personal data accurately, protect your personal data against manipulation and
errors and keep your personal data secure from theft and free from unwarranted disclosure.
This PD Policy provides you with notice as to what and how personal data is collected, how it is intended to be
used, to whom your personal data may be transferred to, how to access, review and amend your personal data and
AIA recognises its responsibilities in relation to the collection, holding, processing or use of personal data.
The provision of your personal data is voluntary. You may choose not to provide us with the requested data,
but failure to do so may inhibit our ability to do business with or provide services to you.
Save where "policy" is referred to in the context of the PD Policy, references to such expression may, in
addition to insurance policies that you may have purchased or under which you may be covered, include AIA
programmes to which you have subscribed or in which you are participating.
How we collect personal data
AIA collects personal data in the following ways:
- when you use our products or services, access our website and use our online and mobile services;
- when you submit documents and application forms to us during the application process for the purchase,
or in consideration of the purchase, of our products or services;
- when you submit requests for changes or updates to your policy or any other requests in connection with
your policy including through the submission of policy servicing forms and documents;
- when you respond to our queries or request for us to contact you;
- when you interact with our personnel, agents, customer service officers or sales representatives via
phone, email, face to face meetings, interviews, SMS, fax, mail or electronic mail;
- when we receive referrals and collect personal data from within AIA, its associated persons/organisations,
agents, business partners and service providers (collectively "AIA Persons"), and third party service
providers and representatives of AIA Persons;
- when you submit personal data to us to participate in a lucky draw, contest, event or competition
organised by AIA, its partners, representatives or service providers; and
- when we seek information from third parties about you including but not limited to investigators,
medical sources, hospitals, doctors, other healthcare professionals in connection with your policy, policy
applications, underwriting the risks of your policy, policy claims and/or products and services of AIA
used or purchased by you ("Medical Sources").
By providing us with any personal data relating to a third party (e.g. insured persons, family members, and
beneficiaries), you represent and warrant that you shall ensure accuracy of such personal data provided and
have obtained such third party's prior consent for our collection, use and disclosure of such third party's
personal data for the relevant purposes, except to the extent that such consent is not required under relevant
law. You further agree to keep us fully indemnified from and against any and all damages, losses, costs, legal
fees (solicitor-client basis), penalties and proceedings, including any penalties or other amounts levied,
imposed or charges by any regulator or regulatory authority, arising out of or in connection with your (or
those of your officers, employees, advisors, agents and representatives) acts or omission, fault or negligence
in performing these obligations or which results in us breaching relevant laws.
Type of personal data collected, used or disclosed
AIA may collect, use and disclose personal data including but not limited to the following:
Purposes for which personal data is collected, used or disclosed
- your personal particulars such as NRIC numbers, passport numbers, contact details, addresses, date of
birth, occupation, photographs and marital status;
- your financial information such as income, bank account numbers, CPF statements, bank statements,
credit card, GIRO and other payment details;
- your employment information and employment history;
- your medical information such as medical history, consultation history, prescriptions, notes,
treatments, description of medical services rendered and medical reports;
- details of your products and services purchased with AIA such as policy numbers and amounts insured; and
- personal data of a third party that you provide to us in connection with the purchase of our products
and services or for referrals.
AIA collects, uses and discloses personal data for the following purposes:
- evaluating your financial needs and providing recommendations of suitable products and services to you;
- to assess, process, administer, implement and effect the requests or transactions;
- underwriting the risks of your policy, reinsurance and assessing your eligibility to purchase our products
- servicing your policy, account and relationship with us;
- responding to your requests and queries including requests and queries from your authorised
representatives and individuals purporting to be you;
- making changes or updates to your policy;
- reviewing, renewing or reinstating your policy;
- providing ad-hoc or regular information about your policy;
- assessing, processing, settling, authenticating and investigating claims;
- verifying your identity and any information you provide to us;
- collecting premiums and making any payments to you in connection with our products and services;
- marketing and promoting the business activities, products and services of AIA to you via face to face
meetings, telephone calls, SMS, fax, mail and electronic mail;
- participating and administering contests, lucky draws, events and competitions;
- providing, managing, operating, processing and administering our products and services to you;
- archiving, backing-up or destroying personal data;
- compliance, monitoring and audit reviews;
- meeting requirements of prevailing internal policies of AIA;
- to design new or enhance existing products and services provided by us;
- to communicate with you including to send you administrative communications about any account you may have
with us or about future changes to this PD Policy;
- for market, statistical or actuarial research and trend analysis of our products and services for
company, regulatory or industry exercises and studies and reviewing the standard of our products and
- for data matching, internal business and administrative purposes;
- meeting requirements imposed by any law, rules, regulations, agreements or schemes imposed by any
government regulators, law enforcement agencies, government authorities, dispute resolution or industry
bodies or in connection with any investigations;
- to personalise the appearance of our websites, provide recommendations of relevant products and provide
targeted advertising on our website or through other channels;
- quality and training when our communications with you are recorded;
- conducting general administration in connection with the foregoing;
- other purposes as notified at the time of collection; and
- other purposes directly relating to any of the above.
By providing your personal data to us, you accept that AIA may retain your information for as long as necessary,
to fulfill the purpose(s) for which it is collected in compliance with applicable laws and regulations and
AIA's prevailing internal policies. AIA applies reasonable security measures to prevent unauthorised or
accidental access, processing, erasure, loss or use including limiting physical access to data within AIA's
systems and encryption of sensitive data when transferring such data. Reasonable steps will be taken to delete,
destroy or anonymise your personal data when it is no longer necessary for any of the purposes above.
Who may be provided with your personal data?
Personal data will be kept confidential but may, where permitted by law and where such disclosure is necessary
to satisfy the purpose or a directly related purpose for which the personal data was collected, provide such
personal data to the following parties:
- insurance intermediaries (including our financial services consultants);
- any AIA Persons, third party service providers and representatives of AIA Persons who provide
administrative services, business process services, storage services, scanning of policy documents
services, printing and despatch of documents, document processing and archiving services, information
technology services, data centre services, payment services, data analytics services, marketing services
and other services to AIA in connection with the business of AIA including but not limited to banks, credit
card companies, credit agencies, investigators, reinsurers, hospitals and clinics;
- Medical Sources and insurance organisations;
- any member company of AIA where necessary;
- other companies that help gather your information or communicate with you, such as research companies
and ratings agencies, in order to enhance the services we provide to you;
- our professional advisers such as our lawyers and auditors;
- any law enforcement agency, statutory board, government regulator, government authority, dispute resolution
or industry bodies as necessary to comply with any laws, rules, regulations, agreements or schemes;
- any party to whom you have consented the disclosure of your personal data; and
- any other party as permitted under applicable law.
From time to time, we may purchase a business or sell one or more of our businesses (or portions thereof) and
where permitted by law your personal data may be transferred or disclosed as a part of the purchase or sale or
a proposed purchase or sale. In the event that we purchase a business, the personal data received with that
business would be treated in accordance with this PD Policy, if it is practicable and permissible to do so.
Where permitted by law, your personal data may be provided to any of the above parties who may be located in
Singapore or outside of Singapore. Your information may be transferred to, stored, and processed in
Singapore or any other jurisdictions where any AIA company is located, or jurisdictions where a third party
contractor is located or from which the third party contractor provides us services. By providing us with your
personal information or using our services or our website or applications, you consent to the transfer of such
information outside your jurisdiction to our facilities or to those third parties with whom we share it as
Consent for marketing purposes
If you have given us consent to receive marketing and promotional information through electronic mail or postal
mail or on your Singapore telephone number(s) via phone calls, text or fax, we may from time to time contact
you on such Singapore telephone numbers(s) via your designated mode of communication or through electronic mail
or postal mail (as the case may be) to provide you with marketing, promotional information and updates about
our products and services.
We may also seek your consent and notify you separately of the purposes of the collection, use and disclosure
of your personal data from time to time with respect to particular products and services.
Any consent that you have given for marketing purposes is not affected by termination of your policy.
Consequences of consent withdrawal
You may withdraw your consent for us to collect, use or disclose your personal data by giving us reasonable
If you withdraw your consent for us to collect, use or disclose your personal data for non-marketing reasons, we
will be unable to process, administer and/or manage your policy, relationship and/or account with us. In such
event, you may be required to surrender or terminate all your policies or accounts or withdraw from any
programs in which you are participating. This may be to your disadvantage, as you may be losing valuable
benefits from your policies or programmes, incur surrender charges or it may not be possible for you to obtain
a similar level of protection on the same terms in the future.
You may withdraw your consent for your personal data to be used for marketing purposes and you will stop
receiving marketing information from us via the mode(s) of communication for which you have withdrawn such
consent after a period permitted under law or in accordance with our internal policies. Please note that such
withdrawal of your consent will not affect our ability to provide you with the products and services for which
you have requested or to which you have applied, subscribed or are participating with us.
As AIA relies on your personal data to provide products and services to you, you shall ensure that the
information provided by you to us is at all times correct, accurate and complete. You shall update us in a
timely manner of all changes to the information provided to us.
Cookies are unique identifiers placed on your computer or other device by a web server, which contains
websites we maintain. The information collected (including but not limited to: your IP addresses (and domain
names), browser software, types and configurations of your browser, language settings, geo-locations, operating
systems, referring website, pages and content viewed, and durations of visit) will be used for compiling
aggregate statistics on how our visitors reach and browse our websites to help us understand how we can improve
your experience on it. Such information is collected anonymously and you cannot be identified unless you have
logged on as a member. We use such data only for website enhancement and optimisation purposes. The cookies
also enable our website to remember you and your preferences, and tailor the website for your needs.
Advertising cookies will allow us to provide advertisements on our websites that are as relevant to you as
possible, e.g. by selecting interest-based advertisements for you, or preventing the same advertisement from
constantly reappearing to you.
Most web browsers are initially set up to accept cookies. If you do not want to receive cookies, you can disable
this function in your browser settings. However, by doing so you may not be able to fully enjoy the benefits of
our websites and certain features may not work properly.
Amendments to this PD Policy
AIA reserves the right, at any time and without notice, to add to, change, update or modify this PD Policy,
simply by notifying you of such change, update or modification. If we decide to change our personal data
policy, those changes will be notified on our website so that you are always aware of how and what information
we collect, how we use the information and under what circumstances the information is disclosed. Any such
change, update or modification will be effective as stated in the PD Policy.
You have the right to access and request for the correction of your personal data and withdraw your consent
given to us to collect, use or disclose your personal data. We may charge a fee for data access requests. You
may access your personal particulars via e-Care on the AIA Singapore website. Persons insured under our group
insurance policies may make access and correction requests through e-Benefits on the AIA Singapore website or
through your respective employers. In all other cases, requests for withdrawal of consent, access and
correction may be made via e-Care or should be addressed in writing to:
AIA Customer Service Centre
1 Finlayson Green
AIA Customer Service Centre
3 Tampines Grande
For enquiries on personal data related matters, you may write to:
The Data Protection Officer
AIA Singapore Private Limited
3 Tampines Grande
Should you have any questions on any part of this PD Policy or would like additional information regarding AIA's
personal data practices, please do not hesitate to contact us via the contact channels set out above.