AIA+ app and portal

About AIA+

The AIA+ app is designed to meet customer expectations in today's digital era by  providing a centralized platform for accessing support services, staying informed  about policy status, and managing policies with ease.
 
Create your account to experience convenience at your fingertips.

  • Easily create an AIA+ account for personalized access.
  • View policy details and coverage in one place.
  • Access all your contracts and related correspondence digitally for convenience.
  • Submit requests such as change of address or contact information seamlessly.
  • Stay informed about upcoming premium due dates to avoid missed payments..

Access AIA+

To register for an account, please follow the steps below:
 
  1. Click Create account
    Click Create account on the login page to start registration.

  2. Enter your identification details
    Provide your NRIC, FIN, or Passport number, followed by your mobile number or email address, then click Next.

  3. Set up your login credentials
    Create a username and password to secure your account.

  4. Enter the one-time password (OTP)
    Key in the OTP sent to your registered mobile number.

  5. You're all set!
    Your account has been successfully created.

To log in to AIA+, please follow the steps below:
 
  1. Access AIA+ via the mobile application

  2. Select your preferred login method:

    • Biometric Login (mobile application only)
             If supported by your device, you can use Face ID or fingerprint authentication for a faster login experience.
    • Username and Password
      Enter the username and password you created during registration.
       
  3. Access your dashboard
    Once logged in, you'll be directed to the AIA+ landing page, where you can manage your account, view your policies, and explore available features.

The AIA+ app is available for download on both the Google Play Store and the Apple App Store.
 
Simply search for AIA+ Brunei on your device's app store and tap Download to get started.

The AIA+ app supports the following operating systems:
 
  • Android: Version 10.0 and above.
  • iOS (iPhone and iPad): Version 16.0 and above.
The app is regularly updated with new features and security enhancements. For 
optimal performance and protection, we recommend downloading the latest 
version from the App Store or Google Play.
 
Using an outdated version may:
 
  • Increase the risk of bugs and compatibility issues.
  • Limit access to the latest features.

You can set up biometric login (Touch ID or Face ID) in AIA+ using either one of
the following methods:
 
Method 1: Enable After Login
 
  1. Log in to your AIA+ account using your username/password.
  2. After logging in, you'll see a prompt asking you to register your device for biometric login, if you have not already done so.
  3. Tap Confirm to proceed with the setup.
Method 2: Enable via Profile Settings
 
  1. Log in to your AIA+ account using your username/password.
  2. Tap your profile icon and go to Security Settings.
  3. Toggle the switch next to Biometric Login to enable it.
  4. Enter the One-Time Password (OTP) sent to your registered phone number.
  5. When prompted, tap Confirm to enable Biometric login

Biometric login will be automatically disabled if:
 
  • You change your mobile device.
  • You uninstall and reinstall the AIA+ app.
To continue using biometric login, you will need to re-enable it by registering your device again. This can be done:
 
  • After login, when prompted to set up biometric authentication.
  • Through your profile settings, by going to Security Settings and enabling biometric login.

To update your username, please log in to AIA+ and follow the steps below:
 
  1. Select the profile icon at the top right corner of the Home screen.
  2. Go to Security Settings.
  3. Select Username.
  4. Enter the One-Time Password (OTP) sent to your registered mobile  number.
  5. Enter your new username.
  6. Review the changes and select Submit to confirm.

If you are unable to register for an AIA+ account, please refer to the scenario that 
best matches your situation:
 
Scenario 1: You may already have an account
If you have registered previously, you can retrieve your username or reset your 
password.
 
Scenario 2: You do not have an account and encounter registration errors 
related to information validation
This applies if you receive error messages such as:
 
  • "Sorry, we weren't able to validate the information you submitted."
  • "It looks like your mobile number +673 xxxxxxx does not match your account records."
These messages typically mean that the system could not match your 
identification number, mobile number, or other details with our records.
 
Please check that all required information is entered correctly. If the issue 
persists, please proceed to "Submit a verification form" and follow the steps 
accordingly.
 
Scenario 3: You received a different error
If the error message is not listed above, please contact your servicing agent or
AIA Customer Care Hotline and provide the error message and error code for 
assistance.
 

If you are unable to log in, it may be due to one of the following reasons:
 
  1. You may not have an existing account
    If you have not registered for AIA+, you will need to create an account before logging in. 

  2. Incorrect login details

    • Ensure that your username and password are entered correctly.
    • If you've forgotten your credentials, you can retrieve your username or reset your password using the options on the login page.
       
  3. Other errors or system error codes
    If you encounter a different error, please contact your servicing agent or AIA Customer Care Hotline and provide the error message and error code for assistance.

Service Request

You may submit a service request via AIA+ by selecting Service Request from the Quick Access Icons on Home screen under the banner. Service Requests are not applicable to corporate policy changes.

Once a service request has been submitted via AIA+, it cannot be modified or cancelled directly.
 
If you need to make changes or correct information, you may:
 
  • Contact your servicing agent or AIA Customer Care Hotline at 673 2239112/3/4 or bn.enquiries@aia.com for further assistance.

Policy Document

You may access your personal policy documents in AIA+ using either of the 
following methods:
 
From the Quick Access Icons on the Home Screen
 
  1. Log in to AIA+.
  2. On the Home screen, locate the row of icons under the banner.
  3. Tap eDocuments to view your available policy documents.

There are a few common reasons why your policy contract may not be available 
in AIA+:
 
  • Policy purchased before 1 January 2015
    Contracts for policies issued before this date are not available for viewing in AIA+. However, you can still access your policy details in the app or portal.

  • Recently purchased policy
    If you've just bought a policy and you are unable to retrieve/view your policy contract, please contact your servicing agent. 
For Corporate Policies
Corporate policy contracts are not available in AIA+.

View Policy

You can view your policy details by logging in to AIA+ and selecting the Portfolio section from the Home screen.

If your policy is not displayed in AIA+, it may not be linked to your account yet.
 
Please contact your servicing agent or AIA Customer Care Hotline for further 
assistance.
 

OTP (One-Time Password)

If you did not receive the OTP, please follow the steps below based on your 
situation:
 
Your mobile number is correct
 
  • Click the Resend button or try again after 5 minutes, as there may be temporary network congestion.
  • Please note that SMS delivery is subject to telco rules and restrictions, which may change from time to time at the discretion of the local telecommunications carrier(s).
 
Your mobile number is incorrect
 
  • If you still have access to your registered mobile number, go to AIA+ and submit an Update Contact request under Service Request.
  • If you cannot access your registered mobile number and cannot log in, please complete the Change of Address & Contact Information form and submit to your servicing agent or visit our Customer Service Centre Location:

    • AIA Singapore Private Limited
    5th Floor, Pavo Point,
    Simpang 37, Jalan Kianggeh,
    Kampung Kianggeh, BA1211,
    Negara Brunei Darussalam

Activate/ Deactivate AIA+

To deactivate your AIA+ account, please contact our AIA Customer Care Hotline at +673 2239112/3/4
 
Once your account has been deactivated, you will no longer be able to access services through AIA+, including viewing your policy details, submitting service requests, or managing your account online.
 
If you wish to reactivate your AIA+ account in the future, you may contact our Customer Care Hotline at +673 2239112/3/4, and our Customer Service Officers will assist you with the reactivation process.
 
Alternative Support Channels
Even if your AIA+ account is deactivated, you can still reach us through the  following channels for assistance or policy-related enquiries:
 
  • Contact Servicing Agent
  • Call our AIA Customer Care Hotline at +673 2239112/3/4 or email bn.enquiries@aia.com
  • Visit us in person at:
    • 5th Floor, Pavo Point, Simpang 37, Jalan Kianggeh, Kampung Kianggeh, BA1211
      (Open Monday to Friday, 8:30 AM to 5:00 PM except Friday 12:00 PM to 2:00PM)
Should you have any further enquiries, please call our AIA Customer Service at (+673) 2239112/13/14, from Monday to Thursday between 8.15am – 5.00pm; and on Friday, between 8.15am – 12.00pm and 2.00pm – 5.00pm.