AIA Member ID Card Must be used when seeking care at any Panel General Practitioner Clinic
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1 Passport to the AIA Preferred Care Programme AIA Member ID Card Must be used when seeking care at any Panel General Practitioner Clinic Front Back If you lose your AIA Member ID card, please see AIA representative at International Office immediately on Monday, Wednesday and Friday, 9.30am to 3pm. There will be a RM10 replacement fee except in cases of loss with police report or faulty card (cannot be read by EDC Terminal).
2 Visiting Panel General Practitioner Clinic AIA Member EDC Printout AIA Member to sign and keep a copy for records AIA Panel General Practitioner Clinic AIA Member presents member ID card & I KAD Benefits / Limits verified & approved AIA Member seeks treatment EDC terminal linked To AIA Clinic staff swipes Card at EDC terminal EDC Printout AIA Member to pay Benefits / Limits verified & rejected Note: Unless your benefits have an outpatient limit or co-pay, there is NO limit per visit You can only visit a non-panel clinic in an Emergency or there are no Panel General Practitioner Clinics within a 5 km radius of your location. Log on to AIA@MyService for the Directory of Panel General Practitioner Clinics. Always check with the International Office for Monthly Directory updates.
3 AIA Health Services 24 hour Call Centre /70 For Other Enquiries Enquiries on medical benefits & coverage Letter of Guarantee (LOG) issuance 24 Hour Toll Free Service Interactive Voice response Service option to self-serve & reduce waiting time AIA Member Claims Enquiries Operating Hours Monday to Friday 9am to 5pm Tel No: , Extension 7885 General Enquiries Walk in to UCSI International Office, Monday, Wednesday and Friday 9.30 am to 3.00 pm (Ms. Janet) / ucsiaia123@gmail.com
4 Interactive Voice Response (IVR) service Step by step guide to the information / services provided For service Call /70 Press 1 Status of Referral Letters & Letter of Guarantee (LOG) Select 1 for English 2 for Bahasa Language Press 2 Request the of LOG, Enquiry on Room & Board entitlement Press and Balance of Utilisation 2 Press 1 For AIA Member Press 3 Request for Letter of Guarantee (LOG) & other enquiries Key-in Membership Number or Passport Number
5 Visiting the Specialist / Hospital AIA Member General Practitioner issues a Referral to Specialist / Hospital AIA Member to Referral Letter to AIA Member to Follow-up with call to AIA Call Centre AIA will / fax the letter of guarantee to the Member, Specialist or Hospital AIA will also send a confirmation SMS once the Letter of Guarantee has been issued AIA Panel General Practitioner Clinic For Specialist / Medical Officer visits at Government Hospitals Pay first, retain itemised bill & receipt and submit claim to AIA for reimbursement. Government Hospitals require ORIGINAL Letter Of Guarantee AIA will send the original Letter of Guarantee via courier / despatch Specialist / Hospital The Letter of Guarantee is valid for 14 days from the date of issue. Outpatient Specialist: First visit + two follow-up visit within 60 days Hospitalisation: One admission + all related follow-up visit within 60 days
6 Visiting the Hospital AIA Member AIA Member to the Referral Letter to AIA Member to Follow-up with call to AIA Call Centre AIA will a Letter of Guarantee to the Member or Hospital AIA will also send a confirmation SMS once the Letter of Guarantee has been issued Hospital The Letter of Guarantee is valid for 14 days from the date of issue. Hospitalisation: One admission only & follow-up visits (within 60 days) will be on Pay & Claims basis.
7 Request For Letter Of Guarantee (LOG) Please submit your request for LOG IN ADVANCE LOG Request Form Indicate your name, AIA membership number and contact number clearly on your fax. AIA will fax the LOG to you within 24 hours before your appointment. Fill up Letter of Guarantee (LOG) Request Form & attach Referral / Admission Letter 24 hours before your appointment Fax to LOG will be issued within 24 hours and LOG status will be informed via SMS if member provide their handphone number. the scanned LOG Request Form & Referral / Admission Letter to members@aia.com one (1) day before your appointment Scan LOG Request Form & Referral / Admission Letter The LOG is valid for 14 days from the date of issue. Outpatient Specialist: First visit + two follow-up visit within 60 Days Hospitalisation: One admission + all related follow-up visit within 60 Days
8 How to Submit a Claim? e-payment & e-notification on AIA member Claims Claim Form Fill in AIA Claim Form. Receipt and Itemised Billing (with envelop) Place Claim Form & attachments in AIA s Claim Box or to ucsiaia123@gmail.com BANK credits payment to AIA Member's bank account through MEPS. For GP, to attach Original Receipt & itemised Billing (if claim is > RM80). For Hospitalisation claim, please also include Medical report (if claim is > RM500 at private hospital or > RM1000 at government hospital). Sign the Claim Form. AIA sends to individual members on claim status and submit payment request to Bank. AIA processes claims. Reimbursements for complete claims will be credited into AIA members account within 14 days from date of receipt. All claims will be reimbursed according to benefit entitlements, subject to the 13th Fees Schedule of the Private Healthcare Facilities and Services Regulations 2006.
9 Important Notes AIA Members have to pay and claim if Letter of Guarantee (LOG) is not arranged in advance for non-emergency cases. For emergency (i.e. life & limb threatening) cases, AIA will give immediate approval to the hospital. DID YOU KNOW YOU CAN STOP UNNECESSARY VISITS TO SPECIALISTS & HOSPITALS? You can obtain medication and treatment for common illnesses such as diabetes, hypertension (high blood pressure), etc. at AIA Panel Clinics. You need not get yourself admitted into the hospital for daycare procedures and/or diagnostic tests. Effective 1st October 2009, Pre-Admission Assessment Form needs to be completed and submitted by your attending Doctor to AIA Call Centre before we could proceed to issue LOG. CALL /70 for Letter of Guarantee (LOG) enquiries and all other enquiries
10 Note Non-Cashless Specialist AIA Letter of Guarantee (LOG) will not be issued to Non- Cashless Specialists or Medical Centers. However, if any AIA member wishes to seek consultation at Non-Cashless Specialists or Medical Centers, please pay first and submit your claim for reimbursement for covered services. Please refer to AIA representative at UCSI University International Office or send an enquiry at for the latest Non-Cashless Specialist list.
11 Documents Required for Outpatient Claim In the event you have to pay first for your Outpatient General Practitioner(GP), Specialist(SP), Pediatrician, Dental or Emergency/Accidental Outpatient Treatment at Accident & Emergency Unit of a hospital, please submit the followings to AIA: Itemised bill Original receipt Referral Letter (for SP visit) AIA Claim Form Please indicate the reason for Pay & Claim in the claim form
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