Our standard timelines for reviewing and responding to concerns
- Concerns Handling Process
- Concerns Turnaround Timelines
The customer lodges a concern, issue or complaint through various channels such as Email, Live Chat, Hotline, Social Media, AIA Branch or via a Bancassurance Sales Executive (BSE).
Customer Care Officer: Receives the concern and sends an acknowledgement to the customer within 1-2 working days of receipt of concern.
Customer Care Officer (CCO): Gathers information and collaborates with different stakeholders to understand the issue.
- Customer – CCO requests for information and related evidence from the customer to help address customer’s concern.
- Bancassurance Sales Executive (BSE) - CCO requests for a statement from the BSE in relation to the customer’s concern.
- Systems and Internal teams – CCO will collaborate with internal partners or process owners to fully understand the concern.
- Customer Care Officer/Process Owners: Conducts a detailed review of the concern and recommend possible solutions.
- Complaints Committee: Evaluates escalated concerns and decides on the resolution
- Customer Care Officer: update the customer about the final resolution of the concern via email communication. They will also further coordinate documentation needed by the customer to fulfil and complete and handle end to end coordination and processing as needed.
- Customer: Confirms the acceptance of the resolution
- Case is closed
Concerns Turnaround Timelines
Resolution Communication
We will notify you of the resolution within two working days after our decision makers have completed their review.
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Note:
The BPI AIA Customer Care Team handles customer concerns in accordance with the timelines prescribed by applicable laws and regulations.
AIA Philippines is duly authorized to provide financial products and services in the country and operates under the supervision of the Insurance Commission.
The Insurance Commission’s offices are located at the following addresses:
Manila Head Office - 1071 United Nations Avenue Ermita, Manila
Cebu District Office - Unit 17, Ground and Second Floors, The Gallery, Pope John Paul II Avenue, Barangay Kasambagan, Cebu City
Davao District Office - Doors 2 & 3, 3rd Floor of YAP Building Quimpo Boulevard, Ecoland, Davao City
Visit www.insurance.gov.ph/contact-us/ for the Insurance Commission's complete contact information.