Complaints & Feedback

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We are committed to addressing your feedback, concerns and complaints. Please select the option that best describes your matter. 
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We will review your submission and get back to you within the timeframe shown below. 
Report a complaint on AIA Consultant / Insurance RepresentativeAll other matters
Within 2 business daysWithin 3 business days

 

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For complaint on the sale of insurance product under the Financial Advisers Act (FAA)

We aim to resolve your complaint in an independent, effective and prompt manner within our established service standards. The AIA Service Quality unit is the independent unit which oversees complaints handling and resolution in the Company.
 
Our Complaints Handling and Resolution Process
 
a. Upon receipt of your complaint, we will provide you with a written acknowledgement within 2 business days.

b. Our independent unit within the Company will review your matter to ensure that investigations are conducted in an objective and fair manner. We may contact you to arrage for an interview to gather more information as part of our investigation.
 
c. We will provide you with a written response within 20 business days after the date we received your complaint.
 
d. If the investigation requires more time beyond 20 business days, we will provide you with a written response on the reasons for the delay and an indicative timeframe for our next update to you.
 
If our final resolution is not your satisfaction, you may approach the Financial Industry Disputes Resolution Centre Ltd (FIDReC) for assistance, FIDReC is an independent body for dispute resolution between financial institutions and consumers. You may find out more details and contact them at https://www.fidrec.com.sg/contact-us/.
 
Financial Industry Disputes Resolution Centre (FIDReC)
36 Robinson Road
#15-01 City House
Singapore 068877
Tel: (65) 6327 8878
Fax: (65) 6327 8878
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