John Tan

I'm a licensed AIA representative with Meridian Advisory Group. I advise on AIA Singapore plans in four areas: hospitalisation (AIA HealthShield Gold Max, an Integrated Shield Plan), critical illness (AIA Absolute Critical Cover, AIA Beyond Critical Care, AIA Ultimate Critical Cover), personal accident (AIA Solitaire PA (II), AIA Platinum AccidentCare), income protection (AIA Pay Protector), and child protection (AIA Star Protector Plus). All plans are underwritten by AIA Singapore Private Limited (Reg. No. 201106386R).

In general terms: an Integrated Shield plan covers eligible hospitalisation and day-surgery bills up to the plan's limits, on top of MediShield Life. Critical-illness plans pay a lump sum on diagnosis of a listed condition — some cover early and intermediate stages as well as major stage, and some allow more than one claim. Personal-accident plans pay on accidental death, disability and accident-related medical expenses. Income-protection plans replace part of your income if you cannot work. The exact benefits, limits and definitions are the ones written in the plan's own product summary and policy contract — I answer from those documents and never from memory.

Every plan has exclusions and waiting periods, and they differ by plan — the plan's product summary lists them in full. The ones clients most often ask about are pre-existing conditions, cosmetic or elective procedures, self-inflicted injury, and a waiting period before certain benefits can be claimed. Whether a specific condition is covered in a specific policy is a decision for AIA, not for me or this assistant — I'll check the wording with you and put it to the insurer.

Tell me as soon as you can — for a planned admission, before it happens if possible, so we can look at a Letter of Guarantee or pre-authorisation. Keep every bill, receipt, referral letter and medical report. I'll help you complete AIA's claim form and submit it with the supporting documents. AIA assesses the claim and decides the outcome; I'll chase it and keep you updated. AIA's Customer Care Hotline is 1800 248 8000.