I am very dissatisfied, displeased, disappointed and sad with AIA, the world recognise insurance company. I doubt that we can trust our life with it. I want to share my story with all of you here.

I trully feel cheated by AIA. I bought my life and medical insurance 6 years ago and last month, when I try to use my medical card, I cant use it at all. I feel regret buying AIA.
I would like to advise people here dont buy AIA. AIA seem giving lot of problem to their customer.
I follow all their protocol, fill up the form, the doctor fill up his part 1 month before I admitted to the hospital and AIA reject this surgery and dont want to issue the Guarantee Letter to me.
Luckily I have another insurance (my company insurance) which fully cover my surgery fees therefore only I can proceed with the surgery.

After I have recover, I make the complaint to Bank Negara regarding this case and the explanation I received from AIA is that they say they didnt reject my case is just that I have to pay cash first claim later. They are twisting their word. This is ridiculous. RM7000 is alot. It is not easy for me to take out this huge amount of cash. How many people can take out this cash? Furthermore this is just a minor surgery, what if there are complication and it will cost more? AIA failed to protect in this case. I have lost faith with AIA. I cant believe that AIA can protect us when we admitted to the hospital and in need of help.

Why other company can cover my surgery and my own insurance which I have consistantly paid for the past 6 years failed to do so?
Why issue us with the medical card which suppose to give us direct bill settlement to your hospital and failed to do so where we need to pay cash first and claim later? Not everyone as lucky as I am that have 2 medical card. AIA need to held responsible for this. According to Bank Negara that this kind of case is very common and usually we (the client) will lost. Even if we pay cash first, later also will have problem to claim back. You see...Its look like most of the insurance company try to give us trouble for what we deserve. It look like they are trying to cheat us, protecting themself, give lot of excuse and reason to avoid this. Their term and condition only themself know.
My AIA agent never help anything at all in this case. I call AIA customer service centre many times and none of them can help me solve this matter and they dont let me talk to their manager.

Right now I really stuck here as I still paying this premium. I cant terminate, if i terminate, I will RUGI. But if I continue, I have no confident with AIA and dont believe they will help us.

My conclusion here is, DONT BUY AIA insurance. Especially the MEDICAL insurance. Take my case as example and learn from my mistake.
I want to let everyone know so that in the future, lesser people will get cheated.

Thanks for the concern. I think the most important thing is having a GOOD insurance AGENT.

The problem here is why other insurance company can cover and mine cant. i paid my insurance monthly and it is still active. The reason the decline this claim is they say it fall under the category of pregnancy and maternity. This is nonsense.
I read the policy. I agree with the requirement pay up-front when admitted to hospital, that is the reason why we ask AIA to issue Guarantee Letter so that You dont need to pay up-front. Even if pay up-front first also they will issue ghe GL. The point here is that they decline this claim. After I make complaint then only they twist the word say they want me to pay the whole surgery first in cash then only claim later. But they cant assure me it is claimable or not. The doc very sure this surgery is claimable only ask me to proceed with it. He has many years experience with it. This is a very common and minor surgery according to him.

We really need to Beware with all the INSURANCE company. They are very good at beating around the bush.

Yes. I agree. Insurance is important when needed. You cant live without it but you can die rely on it. That is the thing with insurance agent.. can just disappear... When new agent come they told u to top up so that they can earn some commission from it.
Sigh!

Thanks. I am thinking of getting another medical card but not now. Until i have settle my AIA first.
Are you in Ipoh or you just from IPOH but staying in KL?
Glad to hear that at least now you have a good agent.

I also heard there are some problem with ING lately.
I understand as an agent, you wont know what are the thing is excluded only the insurance company itself know.
What kind of refund are you talking about here. i have been invested for the past 6 years. I pay around RM2k per year and if i terminate now I wont get back RM12k. I might only get back half according to AIA. And I dont think they will refund anything for me. I am still waiting for the response and explaination from AIA.

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Added on May 21, 2008, 10:41 pmI also have the same thinking. Since i cant trust AIA with my life, why should i contineu.
I do think of terminate it, only the medical part and maintain the critical illnesses,saving/life and investment link but AIA say even if i terminate, I stil have to pay the same amount, which is RM161 every month (same, no deduction). I dont understand why and they fail to explain properly. That's why i still doubt and dare not terminate it now?
If i cancel the whole premium, I lose quite alot. I have been paying RM161 everymonth for the past 6 years ( so roughly i have invested RM12k). If i cancel now, the cash return I get back will be less than what I have paid/invested. Furthermore with the history of this surgery which i did and I am getting older, it will be harder and more expensive for me to get the new insurance.
I need to think deeply whether should I continue or not. No one advise me. No agent served me
SIGH!!!


This post has been edited by sily22: May 21 2008, 10:41 PM

What do you mean by TOTAL INVESTMENT VALUE? is that mean how much i have been paid for the past 6 years? or you are refering to the CASH VALUE?

Wow.. i didnt know in Malaysia we have 18 life insurance. Life insurance is not that critical. The most important and critical for now is the MEDICAL insurance that I am more concern about.

I hope i wont make another wrong decision or judgment again when purchasing the new insurance. Thanks

Zarth, Are you an AIA Agent? I PM you my policy no.
Thanks for the help in advance.

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Added on May 22, 2008, 9:47 amI think the reason my premium can be reduce is according to AIA, that is the minimal amount. Even i reduce my medical card, they will increase the investment link higher to balance it back. Sound complicated to me.. That why i feel like I m stuck here.


This post has been edited by sily22: May 22 2008, 09:47 AM

[quote=jeff_ckf,May 22 2008, 10:53 AM]
@sily22

Sad to hear your story man. Just to share some info. I myself also using AIA insurance, the agent is very good and claims have been very very easy (less than a month normally). I have not claimed any amount before (thank God for my health so far) but my mum's staff has claimed alot due to work mishaps and etc.

I bought from the agent as he is a friend of my mum's. It is true that we must be careful in choosing agents as some of them are really just into the money and will resort to various means to secure the customer. This agent of mine is a boss of his own firm so I have more confidence as he won't just decide to change job and leave me in limbo.

Having said that, my AIA insurance does require me to pay upfront first unless a letter of guarantee is issued. My company insurance is also from AIA (but their policy is from Singapore)

My agent already told me this upfront and I am fine with this as I can always pay with my credit cards or my own money if the guarantee letter can't be issued. However, I believe your agent failed to inform you about that fact or was not setting the terms clear.

I would suggest you bring up the matter with AIA HQ and walk-in personally to ask for a clearer picture and if you are not satisfied with the way it is going, do ask on the procedure to terminate as well as the amount that you are entitled to get back.

Good luck!

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Added on May 22, 2008, 10:59 amI think the reason my premium can be reduce is according to AIA, that is the minimal amount. Even i reduce my medical card, they will increase the investment link higher to balance it back. Sound complicated to me.. That why i feel like I m stuck here.

[/quote]

Yes you are right. I think we are buying the same plan. Mine has medical coverage (150k)+ accident coverage (30k) + death benefits (80k) + 36 illnesses + savings (investments).

RM 1800 (or RM 150/mth) is the minimum premium without investment if I recalled correctly.

[/quote]


Hi Jeff,

You are lucky to have a good agent. My agent was my ex-company supervisor. He was kind to me for the past few years but not after 6 years. The reason i believe is that he already no longer taking any commision from my premium that why he think that he dont need to serve me anymore.

I understand that it is necesary to pay upfront unless GL is issue but if GL is failed to issue, we have to pay cash first. What if i dont have the cash and dont have credit card? RM7k is alot to me. What if after pay cash and I cant claim at all? itsnt that sad? Why the same case other insurance can issue the GL and AIA cant? other insurance not even as famous as AIA, but make my life easy.
my premium is RM161 per month, (100 per bed, death 50k, accident 30k, 30K for 36 illnesses & Saving(investment link), If i m not mistaken.
Maybe I really should walk-in to AIA but will they entertain me? No one entertain me when i make call to the call center.

Thanks for your offer to assist.

1. My first choice, i do not wish to terminate but i demand some compensation from AIA. they responsible for this. They need to make it up so that I have confident again with AIA medical card.

2. If this cant be done, according to bank negara people, most likely i wont get back anything. I know that my premium is the minimal one and cant be reduce even i terminate only the medical part because this premium is the RIDER and the montly payment are still the same. (I dont understand what "rider" mean until lately people told me that Rider mean, medical is not the main product. Even after terminate the medical, the premium remain the same. Then no point to terminate it. Or Maybe I should terminate the medical only and get another one only medical?

3.Cancel the policy is my last choice if the explaination from AIA does not convince me. But i would like to know how much i will get back after cancel the policy?

I Really need some assistance. What should i do... I dont really know which is the best choice

I already knew that AIA wont give any compensation to me, no harm trying coz i really feel i deserve it.
Since I wont get back anything, what I want to do is to let the whole world know about my case. I want everyone to Beware with AIA, beware with your own insurance. You wont know how good and helpful they are until you admitted to hospital, until the case happen to you. Before this, AIA agent did told me how good they are, how they have help the families, how easy they get the GL. That time I trully believe that I have found a good insurance, a good agent. I do believe that I can trust my life with AIA last time not now, not anymore.
I used to think that AIA is better than IHM which I have purchase for the past 3 years before AIA. Look like maybe IHM is better than AIA.

What I am going to do now is waiting for the answer from AIA and Bank Negara before I terminate it.
If getting another medical card is afforable, I will consider terminating AIA medical only since it is an ADD ON thing.
This Tuesday I am going to AIA office to get the matter clear. I would like to know how much TIV i will get if i terminate and it is worth to do so or only terminate the medical part.
I did call up customer service centre, they say they cant tell what is the TIV. I need to go to the office personally TROUBLESOME.
I guess the surrender value will be half of the premium i have paid. That a big lost to me. I should have terminate 3 years ago where someone warn me about how little my medical is that time at least I wont RUGI so much by then. SIGH!!!

What do you mean by breakeven?
How do i know it is breakeven?is that mean how much i paid, how much i get back? how do i know how much is the medical card?
So the best thing to do is not to terminate anything first? get another medical card? SIGH!!! look like more and more burden....

Hi Joshua, Thanks for your offer to help. This case has not yet solve and I dont know wheter can it be solve or not.
You are very lucky tat your dad is AIA insurance manager. Much more easier to get thing done.
I dont think i will be that lucky furthermore my AGENT sucks. Has disappear too. Really regret buying the insurance from him.

Later I am going to AIA office. I see what is the advise they will give me and then only make decision from there.
I will get the help from your dad if i need. Thanks again in advance for the offer.

Thanks. Thats a good idea. I will write down what I want to ask.
Hope I get what I want to know...

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Added on May 27, 2008, 12:54 pmMy Agent was my ex-manager. He told me he has been doing partime AIA agent for the past at least 8 years. Now maybe already more than 10 years i guess. So is this consider lack of experience?

I dont know who is his manager in AIA because he is the only person i deal with so far. Further more he doing partime last time then full time for few years and now part time again (full time with public mutual) if i m not mistaken.
He is the only AIA people that I know.


This post has been edited by sily22: May 27 2008, 12:54 PM

I walk in to AIA office today and talk to an expert and she advise me that not to terminate this policy and my medical card because of my age factor and the history of this surgery.
I am now waiting for the answer from AIA. I want an assurance letter from AIA saying that this will not happen again in the future and I want an apologize letter from AIA and the Agent itself for causing me so much trouble. In the same time I see what compensation AIA will give me. Wish me Luck.

Thanks to everyone for the support, comments, advices, and help offered here. I appreciate it a lot.
I am so surprise that there are so many kind people out there offering me help
I will consider getting another medical card for sure bcoz it seem to me that what I have is not sufficient enough.

What I learn here is that we need to have a Good agent no matter which insurance company you are having, Aware of your own policy (what you are having) and must fight for what we deserved.

Finally after 2-3 weeks, I got the reply from AIA. I am more displease than ever. I dont get the answer I want. This is the 2nd complaint. I wonder. Do i need to proceed for the 3rd complain again.
Basically, what they say is still the same thing. Still beating around the bush. According to them, that this medical card is just serve as an identification and its a value added- service. No guarantee in issueing the Guarantee Letter. If GL is not issue doesnt mean cannot claim but have to pay first then the only they will review to pay me back or not.
The reject my request of full refund and ask my agent to assist me.
What happen is my Agent called me and scold me for making this complaint. I am not complaining him. He sound so rude as I owe him and cause him trouble for this.

Do I deserve this? Nothing I can do now. What else I can do? Should I make 3rd complain? I wish to reply the letter to AIA but they dont have any fax or email for me reply. If I have to reply, I have to go thru bank negara again.

I cant change agent. I have to stick with this agent and AIA dont want to issue me an assurance letter to protect me if in the future I will admitted again to the hospital for the same surgery.

I feel very disappointed. Now i know why many people say insurance cheat people because we dont have good agent to explain PROPERLY. They suppose to help us but they didnt and ignore us.

Where is the justice??? Do you think you all really can TRUST YOUR LIFE WITH AIA as what AIA slogan is?
I really feel AIA make me "going around in circles" to discourage me from making futher complaints.

This is the feedback i got from AIA. I do wish to change the agent but I cant because this policy has more than 6 years already. I have to stick with it unless he quit. Sound sad isnt it?
My intention at the first place was complain about AIA because they teach their agent what to say and they use their agent to protect themself by blaming the fault to the agent.

Surrender my policy? That is really a big lost.

The surgery I go thru is call "LAPAROSCOPY OVARIAN DRILLING" is this treatment cover? According to Doctor yes but according to AIA, NO!!! Base on that face they say they cant issue me the GL and they issue me the NON-GL and advise me not to file-in the claim but i can still try to file in where they wont stop me from doing so. What nonsense is this? to make the simple term that I understand mean THIS SURGERY is not covered and cant be claim. They dont want to admit that. I am using the exact same situation now asking them, will the issue me the GL? will they pay me back if i pay first, they just go round and round say u can try but no guarantee. What is that mean??? I really dont understand.

I am only 30 years old and this is the first time using medical card for the surgery and face so much difficulties. How will I still have confident with insurance, with AIA?
They deny and dont want to let me talk to the boss, the person incharge, they dont want to give me confident. Some how i feel that i am being bully by them because they know that you need them more than they need you!

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Added on June 17, 2008, 10:50 pmI wish my story, my bad experience with AIA can share with Everyone. Let everyone beware with their own insurance, especially AIA.
I am going to create a blog and post all the experience, the conversation i had with AIA, the complain letter, that I got to share with EVERYONE. Let everyone know. Let the news be spread since nothing else I can do to further proceed with the complaint. I see no point making the 3rd complaint because i will get back the same answer and some how i feel that Bank negara are not helpful enough too. I have already file the complaint to bank negara, to NCCC ( national Consumer Complaint Center), post the story to MyFM station, i even try Jabatan perdagangan dan Hal ehwal pengguna and yet all i got is "nothing".

Can anyone tell me what else I can do? I am very "sakit hati" with what I had experience. I really wish to let the whole world know my experience.

This post has been edited by sily22: Jun 17 2008, 10:50 PM

AIA dare not say CANNOT CLAIM. They use their term that only make you confuse. To make it straight to lay-man term it do mean cannot claim. They are protecting their ASS. I do ask them, you cant issue me the GL and base on this case u issue me the Non-GL and ask me to NOT to file me but they will not stop me from try to claim. What is this mean? I tell them, take this case as example, just tell me can claim or not, again they got their script what to say and bring me round the garden again and make me confuse to understand what they mean. They dont make it simple by saying yes or not. I m surprise to hear this. They will ask you go ahead and pay first but then try to claim later.... You see the word "TRY"?

I will definately will consider getting 2nd medical card. What I have with AIA are definately not good enough and not enough at all.

Thanks for your advise. you do give a good advise.
I will try to change agent because I really dont want to deal with my current agent. You know whenever he call me, i feel scare and threaten. I am a client but I am scare with him.

Look like i can only surrender my policy after 25-30 years to match the cash value that i have invested.
I believe I will still have problem with AIA even i have 2-3 card. They will just make your life difficult to claim.

SAME CASE, SAME SENARIO, Same Treatment, with report, bill and everything they want, i ask them can cover or not. They bring me circle again. My conclusion is "LAPAROSCOPY OVARIAN DRILLING" is not claimable in AIA. That what they trying to tell me but they dont make it straight point.

Hamster9,

I really appreciate ur kindness in helping me to get the claims. You dont even know me or earn any of my commission but yet your offer to help me. How I wish everyone in AIA are like you so that the customer face less problem.

I will definately switch agent after this matter has solve or when I am free to draft the mail to AIA.
I dont understand one thing here which you mention, that is you say "Laparoscopy Ovarian Drilling" this treatment are in borderline and can be cover if cases like mine. Since I have this example, the same senario, I ask AIA they still bring me circle and dont commit to me. They cant assure me that if this situation happen again in the future, the same senario, even they cant get the GL at least they will assure me to file-in and proceed with the claim. Therefore I wont hesitate to pay first. I wish to have a black and white about this facts here. But my understanding here after talk to So many customer services people in AIA is LAPAROSCOPY OVARIAN DRILLING is not COVERED. Other insurance covered this treatment but not AIA.

I afraid of my agent because I respect him since he was my ex-manager before. But with the service I got from him, I wont hesistate to complaint and switch the agent.

My case is not Over yet. Depend how you see it. If you think that getting the claim, everything is over then yes I am done here. But my point here is not getting the claim. I need to get the matter clear.

I will still need and have too go to AIA customer service there to clear out some matter yet.
I want a clear explanation from AIA. Some how I feel very tired to continue argue with them because i see no ending.
Anyway I am really glad and grateful to meet lot of nice agent here. At least in the future, if i need help, I know i can rely on hamster9.