FAQ
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AirAsia Insure Lifestyle Protection  
1. What is AirAsia INSURE Lifestyle Protection?
AirAsia INSURE Lifestyle Protection is part of AirAsia INSURE's services that extends product offering to Life, Accident & Health Insurance protection plans which are underwritten by insurers in the countries AirAsia operates.
2. Recently, I received a call from AirAsia INSURE offering me Life products underwritten by AIA. I was wondering whether AirAsia is selling these products?
Starting from July 2011, AirAsia INSURE together with American International Assurance Bhd. (AIA) is offering life insurance products such as Cancer ROP and CIROP through the telemarketing channel. These products are product designed by AIA for AirAsia's loyal customers.
3. Who is AIA Bhd.?
American International Assurance Bhd. (AIA Bhd.) is a member of the AIA Group. AIA Bhd. began operations in Kuala Lumpur in 1948 as branch of American International Company, Limited (AIA). With over 60 years of local market presence, AIA Bhd. has now become one of the country's largest life insurers, with a network of 23 branches nationwide. The company's focus is on designing new and innovative products to meet the changing needs of the market.
4. How can I get more information about the products offered by AIA?
You can contact the AIA AirAsia INSURE Hotline at 603-2056 0838.
5. I have bought the Cancer ROP or CIROP plan over the phone, when will this policy take effect?
Your coverage will take effect once your application is approved and payment of your premium is received in full. AIA will be sending you the policy contract which will reflect the effective date of coverage.

6. I have bought the Cancer ROP or CIROP plan over the phone, but until now I have not received the policy. Whom should I contact?
You can contact AIA Customer Service Hotline at 1300-88-1899 if you do not receive your policy contract within 30 days from the date of your purchase over the phone.

7. I have bought the Cancer ROP or CIROP plan over the phone, but now I want to cancel it. How do I cancel the policy and whom should I contact?
There is a 15 days free-look review period for Cancer ROP & CIROP. If you wish to cancel your policy during this free-look review period, the notice of cancellation must be signed by you and received directly by the company within 15 days after you have received the policy. The premiums that you have paid (less any medical fee incurred) will be refunded to you. If you wish to cancel your policy after this free-look period, you need to write to AIA stating the date on which you want your plan to be cancelled or you may contact AIA Customer Service Hotline at 1300-88-1899 for assistance. The cash amount payable to you when you cancel the policy before the maturity date will be much less than the total amount of premiums you have paid up to the date of cancellation
8. I have bought the Cancer ROP or CIROP plan over the phone, how do I make a claim?
You will need to complete the requirements for claims stated in your Policy Contract. For further claims procedure in completing the relevant claims forms, please contact AIA Customer Service Hotline at 1300-88-1899 or visit any AIA branch.
9. What about the claim process? Is it a difficult procedure?
No, the claims process is a simple 3-steps procedure:

1. Notify AIA immediately by contacting the Customer Service Hotline at 1300-88-1899.
2. Complete the normal claim document and send your proof of claims, such as original receipt from the hospital, doctor report, death certificate or etc as listed on the claim form.
3. AIA will then assess your claim and if payable, payment will be made to you or your beneficiary, as the case may be.
Completing your proof of claims or required documents quickly will speed up and simplify the claim process
10. What benefits can I get from these products?
Cancer ROP is a 15-year plan consisting of a Basic Term Plan providing death coverage and a Cancer Shield Rider providing protection in the event you are diagnosed with cancer. Upon maturity of the policy 100% of the total annual premium paid on the Basic Term Plan less any loan indebtedness will be returned to you

CIROP is a specially designed product with a combination of savings and protection benefits incorporated together to reward policyholders upon maturity. This plan allows you to enjoy 15 years coverage with only 10 years of premium payable. CIROP provides benefit for death & total and permanent disability due to all causes, and critical illness benefit which covers your medical expenses in the event you are diagnosed with a critical illness.
11. Does this insurance product cover all the risks?
No, there are some risks that are excluded from this insurance coverage. For more details information on the product you can refer to the Policy Contract or call AIA Customer Service Hotline at 1300-88-1899 for assistance.
12. Is there an age limit to purchase the plans offered by AIA?
Yes there is. For Cancer ROP the entry age is between 18 - 50 years old. For CIROP the entry age is between 20 - 49 years old.
13. Who do I contact if I need more information or wish to make a complaint?
If you would like to know more about the products offered or if you wish to make a complaint, please contact AIA AirAsia INSURE Hotline at 603-2056 0838, AIA Customer Service Hotline at 1300-88-1899, visit any AIA branch, or contact us via email by visiting www.aia.com.my
14. Who do I contact if I need more information or wish to make a complaint?
If you would like to know more about the products offered or if you wish to make a complaint, please contact AIA AirAsia INSURE Hotline at 603-2056 0838, AIA Customer Service Hotline at 1300-88-1899, visit any AIA branch, or contact us via email by visiting www.aia.com.my

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