INTRODUCING

My AIA App
Your mobile medical assistance,
anytime, anywhere

Corporate Solutions
November 2017
My AIA App:
The new revolutionary way to track...

No physical card Pre-register at

needed clinics & hospitals

Check benefit
View referral letter
coverage

Check your Guardian can access to

benefits utilisation assigned e-medical card

Search panel clinics Check claim status &

& hospitals view eLOG
(coming soon in Dec’17)

View medical bill & eClaims submission &

historical transactions eLOG request
(coming soon in Q2 ‘18)

AIA confidential and proprietary information.

My AIA App Journey
for Employee Self-Serve

(member)

Check-out Pre-Registration
(at panel clinics)

Patient Care

AIA confidential and proprietary information.

What are the Changes to Members…
1. Visiting a Clinic

Member logs-in to My AIA Member finds panel Member clicks on ‘Pre- Member arrives at the
App to check benefit clinic through map register Visit’ and clicks on panel clinic
coverage and utilisation locator ‘Pre-Register’ clinic via My
(Previously: Member checks coverage (Previously: Member checks AIA AIA App for verification (Previously: No changes)
& utilisation via HR or calls AIA hotline) locator, AIA or company website) (Previously: No action required
by Member)

Member is informed of itemised • Member gets treatment from general practitioner Member shows eMedical card
bill through My AIA App • General practitioner issues e-Referral when at registration counter
notification necessary (for specialist / hospital)
(Previously: Member signs a slip (Previously: No changes) (Previously: Member shows physical
issued by clinic) medical card at registration counter)

AIA confidential and proprietary information.

What are the Changes to Members…
2 (a). Going to Hospital (non-emergency case)

• Member logs-in to My AIA • Member obtains e-referral from GP by • eLOG request: Member clicks on “Contact”, click
App to check benefit visiting clinic (refer to “1. Visit Clinic”) on “phone icon” to call AIA Care Team
coverage and utilisation • Member gets e-referral notification via • Member gets e-LOG notification via My AIA App
(Previously: Member checks coverage & mobile app (w.e.f. Dec-2017)
utilisation via HR or calls AIA hotline) (Previously: Member checks AIA locator,
(Currently: Member receives SMS on e-
AIA or company website)
referral notification

Member is informed of itemised bill Member gets treatment Member shows eLOG at hospital
through My AIA App notification from doctor/ is admitted registration counter
(Previously: n/a) to hospital (Previously: Member shows physical medical
(Previously: No changes) card / eLOG at registration counter)

AIA confidential and proprietary information.

What are the Changes to Members…
2 (b). Visit Hospital (emergency case)

Member logs-in to My AIA App to Member shows eMedical Card at • Hospital will call AIA Care Team to request for
check panel hospital, benefit hospital registration counter eLOG
coverage and utilisation. • Member gets eLOG notification via mobile app
(Previously: Member checks panel hospital, (Previously: Member shows physical card) (Previously: No changes except member will not be
coverage & utilisation via handbook, HR or notified when eLOG is issued to hospital)
calls AIA hotline)

Member is informed of itemised bill Member gets treatment from

through My AIA App notification doctor/is admitted to hospital
(Previously: n/a) (Previously: No changes)

AIA confidential and proprietary information.

 My AIA App Journey for HR / Intermediaries
(member movement, replacement card, check benefit coverage,
utilisation, check claims)

Member Enrolment

HR / Intermediary sends member AIA enrols the new AIA sends Welcome email to New member downloads
listing using the attached format to AIA member in system new member with instructions My AIA App to
(ensure member’s email and mobile to download My AIA App for immediately use to access
phone number are provided) eMedical Card benefits

Replacement of Physical Check Benefit Coverage Check Claims Status? Search Panel Clinic &
Card? & Utilisation? Download My AIA App Hospital?
Download My AIA App to Download My AIA App or go to My AIA Portal Download My AIA App
use eMedical Card or go to My AIA Portal

My AIA Portal: https://www.aia.com.my/en/my-aia/myaia-login.html AIA confidential and proprietary information.

General FAQs
1. Can I still request for physical medical card for new staff? If yes, how?
Answer: New enrolment will be defaulted to eMedical card unless specifically requested by HR in member enrolment form. Physical
cards must be requested.

2. What if some staff do not have an email address; how will they receive the Welcome Email and instructions to download My AIA
App?
Answer: For those without email address (i.e. office email or personal email) provided in the Member Enrolment Form, a consolidated
list will be sent to HR to cascade the information on using the My AIA App to these employees.

3. How can an existing member request for a replacement card?

Answer: Existing member can immediately download the My AIA App for their eMedical Card. If a physical card is still required, the
member should inform their HR. HR will then request for a replacement card via AIA@MyService Corporate portal.

4. When will the physical card no longer be valid at panel clinics?

Answer: We will inform you in advance once this is confirmed.

5. What if my mobile phone is not with me, or not functioning at the time of clinic visit?
Answer: Without a card, whether physical or an eMedical Card, the member will have to bear his/her own cost.

6. Where can I find the user guide and video demo?

Answer: AIA Malaysia Website, My AIA App (video demo), YouTube (video demo), AIA@MyService Corporate (user guide, video demo)

7. Who should I contact if I have queries?

Answer:
My AIA App technical issues: Call 1300 88 1899 (AIA Bhd. customers) or 1-300-88-8922 (AIA PUBLIC Takaful Bhd. customers)
Member enrolment status: Call 1300 88 1899 (AIA Bhd. customers) or 1-300-88-8922 (AIA PUBLIC Takaful Bhd. customers)
or email to [email protected]
Other HR related matters: Your account manager, broker or agent

Please refer to FAQ document for more.

AIA confidential and proprietary information.

AIA confidential and proprietary information.
 Login Step by Step

For new AIA account user, please proceed to next slide.

For existing AIA account user, please ensure your mobile phone number and
email address is updated by following the steps below.

Go to www.aia.com.my  select MY AIA  select Customer Login  Key in User ID and Password
 select My Profile  Contact Information  Check if the mobile phone number and email
address are updated:

If all information is updated  proceed to My AIA App  continue with next slide

If information is not updated  edit  select country code from dropdown list  key in
mobile phone number  key in email address  click NEXT  complete the Declaration
 you will receive a 6-digit verification code  key in the 6-digit verification code  click
CONFIRM  click CLOSE  proceed to MY AIA App  continue with next slide

AIA confidential and proprietary information.

Login Step by Step

To get started, the member

must have registered at
aia.com.my for their My AIA Upon tapping “Login”,
account or click on the the member will be
“New User” section to greeted with 2 Terms and
proceed with the Conditions to use the
registration steps. app.

The AIA Locator can be

used to search for AIA panel
medical providers without
having to log in.

AIA confidential and proprietary information.

Login Step by Step

Upon tapping “Login”

member will be
greeted with 2 terms
to use the app.

To begin, members will need Members can only proceed once Member is required to input
to accept the terms and both the checkboxes for “Terms the 6 digit verification code
conditions. Please read them of Usage” and “Consent in order to proceed.
carefully. Statement” have been
accepted.
AIA confidential and proprietary information.
Pre-Registration Step by Step

Member can filter the To visit a panel clinic/hospital, Member will then see available
eMedical cards by selecting the member should tap on the AIA panel medical providers
the drop down filter list. “Pre-Register” button. within 500m of the member’s
location.

AIA confidential and proprietary information.

Pre-Registration Step by Step

Upon successful validation of

Choose/Tap on the panel
eMedical card and policy, member will
clinic/hospital you wish to visit.
see the following message and valid
Then tap ‘Pre-Register’.
transaction number for the member’s
and medical provider’s reference.

AIA confidential and proprietary information.

Pre-Registration Step by Step

The banner will appear for new status updates on The medical bill will be presented to
events occurring during their visit to the provider. the member upon completion of
their visit to the GP.

AIA confidential and proprietary information.

Benefit & Utilisation Step by Step

Only active policies will be Member can view their

displayed. If the policy/medical currently available benefits
card is inactive, no information will and utilisation.
be present on the home screen.

AIA confidential and proprietary information.

Notification Panel Step by Step

The badged icon here indicates that

there are new or unread notifications
for your attention

Member can view all the notifications

received:
Medical Bills, Referral Letters,
Transaction History, Claims Updates,
Guarantee Letters.

AIA confidential and proprietary information.

Additional Features Step by Step

Member can get quick

reference and access to
the features available
within the app through
the “hamburger” icon.

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Contact Step by Step

If members have any queries or

require further information on
Guarantee Letters, member may
tap on the relevant numbers to
contact AIA Customer Contact
Centre.

AIA confidential and proprietary information.

Pre-Registration History Step by Step

To view current active

transactions, member can tap on
the "Active" tab. For past
AIA confidential and proprietary information. transactions, member can tap on
the "Archive" tab.
Cancel Pre-Registration Step by Step

If a member decides to cancel a Select the visit they want to cancel

visit, they can do so by tapping on which will lead to the cancellation
the “Pre-Registration History” tab. page.

AIA confidential and proprietary information.

Cancel Pre-Registration Step by Step

Member will be presented with a

final check to confirm cancellation.

Upon successful cancellation, the

member will return to the home
screen.

AIA confidential and proprietary information.

Guarantee Letter History Step by Step

The Guarantee Letter is valid

for 30 days and will be
removed from the list once
cancelled or expired.
AIA confidential and proprietary information.
Referral Letter History Step by Step

AIA confidential and proprietary information.

Medical Bill (GP) History Step by Step

Member can also filter their bills to

better find the record needed.

AIA confidential and proprietary information.

 User Guide
Assigning Dependant / Guardian to access
My AIA App

Sep 2017

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 27
Assigning Dependant / Guardian to access My AIA App

1. Go to AIA Malaysia website: https://www.aia.com.my/en/index.html

2. Select My AIA

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 28
Assigning Dependant / Guardian to access My AIA App

Registered principal
member can proceed to
log in to My AIA.

For those without a My AIA

account, to proceed with
registration.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 29

Assigning Dependant / Guardian to access My AIA App

To share the dependant’s medical

card, the principal member will
need to click on the respective
policy.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 30

Assigning Dependant / Guardian to access My AIA App

Scroll down to the bottom and

under “Medical Card Dependant
Management”, you can invite and
share medical cards with spouse,
children and guardians.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 31

Assigning Dependant / Guardian to access My AIA App

The status of the dependant is

reflected here; if they have been To invite a dependant, you need to
invited or have completed registration. do click on this button and follow
the steps.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 32

Assigning Dependant / Guardian to access My AIA App

To invite a dependant, click on the

“Assign To Medical Card” button.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 33

Assigning Dependant / Guardian to access My AIA App

Upon completion, member will see

the confirmation page and the
invite will be sent to the stated
email address.

Member is required to fill up all the

information on screen before being
able to proceed.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 34

Assigning Dependant / Guardian to access My AIA App

This status indicates that the

member has successfully invited
and shared the medical card with
the dependant.

This status indicates that the

dependant has not been invited.

This status indicates that the

dependant has been invited but
has not completed the activation
process yet.
AIA confidential and proprietary information. Not for distribution.
Step-by-step Guide: | 35

Assigning Dependant / Guardian to access My AIA App

If the dependant does not

meet the criteria, the principal
member can invite a guardian
and link the respective medical
card with the guardian. To
begin, the member can click
on the “Add & Assign
Guardian” button.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 36

Assigning Dependant / Guardian to access My AIA App

Member will need to complete all

the fields present before being
able to proceed to the next page.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 37

Assigning Dependant / Guardian to access My AIA App

To assign a guardian, you will

need have at least 1 dependant
linked to the guardian in order to
send an invite.

To add a dependant, click on the

box and a list of applicable
dependants will be displayed. Next
click on the “Add” button.

To remove a dependant from the

guardian’s account, simply click on
the “Delete” button for the
respective dependant.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 38

Assigning Dependant / Guardian to access My AIA App

Upon successful invite, the

guardian/dependant will receive an
email. Please ensure that the
registration process is completed
within 7 days. Otherwise, a new
invite will need to be resent.

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 39

Assigning Dependant / Guardian to access My AIA App

Click on the “View Pending Invite”

button to allow the principal
member to edit any information
that was inaccurate during the
initial invite or resend expired
invites to dependants/guardians

AIA confidential and proprietary information. Not for distribution.

Step-by-step Guide: | 40

Assigning Dependant / Guardian to access My AIA App

A principal cardholder can cancel

or unlink a dependant’s medical
card at any time. This will remove
the medical card from the
dependant’s mobile app if
successfully shared/linked
previously.

AIA confidential and proprietary information. Not for distribution.

MORE
EXCITING
STUFF
COMING
SOON,
STAY TUNED…
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information.