FREQUENTLY ASKED QUESTIONS (FAQ)

Transcription

1 FREQUENTLY ASKED QUESTIONS (FAQ) GENERAL 1. Where is the address of PT. AIA FINANCIAL- Corporate Solutions? PT. AIA FINANCIAL Corporate Solutions office is located at Menara Palma 21th floor, Jl.HR. Rasuna Said Blok X2 kav. 6, Kuningan, Jakarta Selatan What is your working hour? PT. AIA FINANCIAL working hours are Monday to Friday (excluding public holidays), 8.00 am to 5.00 pm. 3. I need to fax some documents. what is your fax number? Our fax number is attn: PMM (for data changed), Finance (for payment receipt), CR (for renewal confirmation). BILLING & ADMINISTRATION 1. How are Group Policy Premium billed? Group Policy Premium is billed on a yearly basis as the period of coverage is for 1 year and billed to the Company as the Policyholder through the Company s HR Department. 2. When is the Policy Premium billed? Each Policy has different effective and anniversary date. The Policyholder chooses a similiar period to the company's financial year. For instance, if the company's financial year is December 1 to November 30, the Policyholder will choose the Policy year the same as the fiscal year. Therefore,PT. AIA FINANCIAL will bill the Premium on the Policy anniversary, which is every December If PT. AIA FINANCIAL bills the Premium once a year, what will happen to the employees who join or leave after PT. AIA FINANCIAL has sent the bill? If there is employee who joins or leaves, then adjustment bill will be issued to calculate the pro-rate Premium (Premium addition, if there is newly janed employee) or Premium refund (cancellation if there is employee leaving) on monthly or quarterly basis. 4. How does PT. AIA FINANCIAL adjust the Premium? Will it be done on pro-rate basis? Premium Adjustments will be conducted per employee name pro-rate per month. For example: the Policy period is January 1 to December 31, if an employee joins on May 15 then his/her coverage is effective starting from May 15 and the Premium charged is only for 7 months, from June 1 to December 31. Likewise, if he leaves on May 15, the Premium refunded is for 7 months. POLICY RENEWALS 1. How long is the period of each Policy? Group Policy is a term Policy, and has 12 months period. The Policyholder will not be able to surrender the Policy and ask for pro-rate Premium refund if the Policyholder wishes to surrender the Policy before the end of the Policy period. However, if there is an

2 employees leaving the company, Premium adjustment will be calculated on the next Premium renewal 2. How long is the period of each Policy? Group Policy is a term Policy, and has 12 months period. The Policyholder will not be able to surrender the Policy and ask for pro-rate Premium refund if the Policyholder wishes to surrender the Policy before the end of the Policy period. However, if there is an employees leaving the company, Premium adjustment will be calculated on the next Premium renewal. 3. How do I know when my Policy expired? Policyholder will receive a Policy renewal notification letter from PT. AIA FINANCIAL about 30 days before the Policy expiry date. 4. How to renew my Group Policy? It is very easy. The Policyholder or the authorized person only needs to sign and return the confirmation form which is attached to the renewal notification letter and the updated list of Participants to PT. AIA FINANCIAL. After receiving the documents, PT. AIA FINANCIAL shall issue your Policy renewal document and Premium bill. 5. When will I be able to upgrade my program benefits? The Policyholder is able to review and make changes on its current benefits when renewing its coverage. For assistance, please contact AIA Financial Services Consultant. 6. When and where should I send my payment? Full payment must be settled maximum 14 days from the Policy s due date or the issuance of the bill. If not, the coverage will automatically end. Policyholder can make payment through a bank transfer and send copy of bank transfer to the following address: ATTN.: AIA Financial Corporate Solutions Employee Benefits Menara Palma lantai 21, Jl. HR. Rasuna Said Blok X2 kav. 6, Jakarta Selatan Do I need to come personally to AIA Financial Customer Service Centre to make payment? The Policyholder do not need to come personally to AIA Financial Customer Service Centre. It is sufficient for you to make a bank transfer and send the transfer receipt to the following address: ATTN: PT. AIA Financial Corporate Solutions Employee Benefits Menara Palma lantai 21, Jl. HR. Rasuna Said Blok X2 kav. 6, Jakarta Selatan Who are entitled to Group Employee Benefits? Full Time Employee An employee who is 17 years old and above and under 60 years old who works full time and part time on the program s effective date, entitles to participate. The coverage is renewed annually until the patricipant reaches 65 years old with condition that his/her participation has never been terminated. New Employee A new employee entitles to this insurance when he/she starts working. Employee s Dependant The coverage can be extended to employee's dependent who is over 17 years old and under 60 years old. The coverage can also be extended to the assured who is

3 minor,single and not yet employed who is over 15 days old (and has been out of the hospital) and who is under 23 years old. For children who are between 19 and 23 years old, the acceptance will depend on their status, not yet in school, unmarried and fully depend on the Assured financial support. Note: Employees who entitles to participate must be an active worker within 14 days from the date when he/she entitles. 9. When will my coverage be effective? Your coverage will be effective after being approved by PT. AIA FINANCIAL. This program provides protection all over the world for participated employee for 24 hours daily. In other word, no boundary of geography, work and hobby. 10. How to obtain a proposal for my company? You may call our Sales Team at phone or send your request by fax to How do I register? You can send the application form and completed data to AIA. These forms are available in Forms Download section of this website. After receiving the documents, AIA will underwrite the case. UNDERWRITING 1. What is underwriting? Underwriting is a risk selection process to determine the insurance interest between members of participant (employee). Depends on the age, gender,, Sum Assured and health history, medical check-up may be required as the supplement of Health Statement and Registration Forms. 2. What is NEL? NEL stands for No-Evidence Limit, it is a maximum Sum Assured where an employee does not need to provide good health evidence. An employee is required to submit a satisfying health evidence to PT. AIA FINANCIAL for Sum Assured above the NEL limit. 3. Do I need to fast before conducting a medical check-up or blood test? If the underwriting letter states that employee have to fast for a medical check-up or blood test, please stop eating and drinking after 10 p.m. the night before the medical check-up and blood test is conducted. 4. Which hospital list that I should see for my underwriting? We will provide a hospital list that employee may visit for medical check up; employee may choose the nearest hospital to your location or a hospital that you feel more comfortable. 5. What should I do if my underwriting letter states 2 x Preferred Medical Examinations or 2 x Micro-Urinalysis? For Preferred Medical Examination, employee are required to visit 2 different heart specialists from Preferred Medical Examination panel list. For Micro-Urinalysis, it must be conducted in a different day. Please note that female employee participant must take the test when she is not having menstruation

4 CLAIM How do I submit a claim? If you are employee registered as Participant, please complete the Claim Form, attach the required documents and submit to your Human Resources Department. You can find the information of required documents in Policyholder's Handbook which can be obtained from your Human Resources Department. You can also check your claim status online through e-benefits. Your claim status will be updated and entered into our system within 14 working days after we receive the related complete document. e-benefits What is e- Benefits? e-benefits (Employee Benefits) is a facility providing information to the Stakeholders of PT. AIA FINANCIAL Corporate Solutions and is available in AIA Financial s website. What kind of information is available in e-benefits? 1. Policy Information 1.1. View Policy Data 1.2. View Claim Data 1.3. Download Patricipant List 1.4. Download Billing Data 1.5. View Medical Cost Excess 1.6. Download Hospital Networking List 2. Participant Information 2.1. View Policy Data 2.2. View Claim Data 2.3. View Medical Cost Excess 3. Report 3.1. Policy Claim History 3.2. Claim Analysis Reports 3.3. Claim Summary Reports 4. Manual Guideline 5. Download Forms 6. Contact Us Who can enjoy this e-benefits facility? 1. Policyholder / HRD 2. Participant / Employee 3. Broker 4. Agent* 5. Hospital Network* (currently we have more than 600 partner Hospitals) How can I enjoy this e-benefits service? After your registration then you will receive an from us to activate your account. What if I want to change data, may I change it directly? If it is related to your data, please log-in to e-benefits then use the data change menu.

5 What if I forget my e-benefits password or user ID? For Broker / Policyholder (such as HRD Personnel) In the menu on the left side, click Contact Us, send to id.eb.admin@aia.com and provide the following information: User ID Name Company Name Company Address Address We will send a password to your in 3 working days. If you do not have an account, we will send it by mail and usually take 5 working days. For Member (eg. employee of a company) You will be asked to provide a secret answer as stated in your User Profile. Please enter your secret answer. If the secret answer is correct, the system will ask you to provide your new password Please type your new password. If you forget your secret answer, please refer to procedure in For Broker / Policyholder section. For AIA Financial Internal Sales Please complete Login ID request form and submit to your Supervisor to be signed and send it to e-benefits administration Team. Copyrights 2010, American International Assurance Company, Limited and its affiliation and subsidiary. All Rights Reserved. Lasted updated: <<dd/mm/yyyy>>