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AAN MOBILE APP
Frequently Asked Questions (FAQs)
GENERAL
1.What is aaHealth360?
aaHealth360 is a mobile application that allows our customers to access their medical policy information such as benefit limits, list of panel providers, claims status and e-medical card managed by Asia Assistance Network. To activate your account, eligible policy holders will receive an email invitation from us.
2. Is there a web version of aaHealth360?
Yes, a web version is available. A URL link for the website is provided in the same email inviting you to activate your account. Follow the instructions in the email to activate your account via the web version.
3.Who can use aaHealth360?
If you are a principal policy holder whereby Asia Assistance Network is the appointed TPA and where your insurer and/or company has signed up for this mobile app. Any of your eligible dependents’ details tied to your policy will be tied to the same aaHealth360 account as well.
4.Can my spouse and dependents use aaHealth360?
Yes, however they will have to use your principal policy holder’s Username and Password to login. All eligible spouse and dependents’ policy details will be tied to the principal’s account. There is no separate registration and login for each dependent.
5. Do I need an internet connection to use aaHealth 360?
Yes, you will need an internet connection to use the mobile app or the web version.
REGISTRATION
6.How do I register for an aaHealth360 account?
If your insurer or company has signed you up for this service, you will receive a verification code via the email address registered by your insurer/ company. Download the app on your mobile device and follow the instruction in the email to activate your account. If you have not received the email, please check with your insurer or company on your eligibility and your email details.
7. Can my spouse and dependents register for their own aaHealth360 account?
aaHealth360 is only available for principal policy holders. Any eligible spouse and dependents tied to your policy will be accessible via your aaHealth360 account.
8.Where can I download aaHealth360?
You can download the app from Apple App Store or Google Play on your mobile device.
9.What are the requirements to download and install aaHealth360?
For Android, please ensure you are on version 4.4 (kitkat) and above. For Apple, please ensure you are on iOS8 and above.
10.Is there a cost involved to use aaHealth360?
The app can be downloaded for free. However, data charges may apply depending on your individual data/ internet plan. Please refer to your telecommunication provider for further information on data charges.
FUNCTIONS
11. Can I check the status of my GL using aaHealth360?
Yes, click on “View GL”. You may also request for a GL via your aaHealth360. However, the GL issuance is subject to your policy terms, conditions and usual requirements.
12.Can I view my claims history in aaHealth360?
Yes, click on “Claims”
13. Can I search for my nearest panel provider?
Yes, click on “Our Network”.
14. Can I view my policy details?
Yes, click on “Policies” to view yours and any eligible dependents’ policy details. After selecting the policy you want to view, you can also view the e-medical card here.
15. Can I view my spouse and dependent’s policy details?
Yes, any eligible spouse and dependents under your policy will be tied to your user account.
16. Is an e-medical card available in aaHealth360?
Yes, click on “Policies”, select the policy you want to view, then click “View Medical Card.”
TROUBLE SHOOTING
17. Why can’t I log in to my AA Health 360 account?
Please make sure you have an active internet connection. Connect to wi-fi or ensure mobile data is allowed in the app settings. Double check that you have keyed in the correct Username and Password. If you suspect your Password is incorrect, click on “Forgot Password” and follow the instructions to reset your Password. If the issue persists, kindly contact our aaHealth360 app support line at 03-7841 5666 for assistance
18. How can I change my password?
In the mobile app or web portal you can go to “Settings” and click on “Change Password”.
19. What if I forgot my password?
Launch the aaHealth360 app or web portal and click on “Forgot password”. Follow the instructions to reset your password.
20. What if I forgot my Username?
Please contact our aaHealth360 app. support call centre at 03-7841 5666 for further assistance.
21. What if I can’t recall or unsure if I have activated my aaHealth360 account before?
Please contact our aaHealth360 app. support call centre at 03-7841 5666 for further assistance.
22. I did not receive any email to activate my aaHealth360 account or to reset my password, what do I do?
If you have not received the email, please check with your insurer or company on your eligibility and your email details. You may also contact our aaHealth360 app support line at 03-7841 5666 for assistance.
23.Can I use my friend's phone to login to aaHealth360?
Yes, as long as your friend's phone has the app installed and is a compatible device.
24. Can I use aaHealth360 on a jail broken or rooted mobile device?
No.
25. Who should I contact if I have any queries on aaHealth360?
Please contact our aaHealth360 app support call centre at 03-7841 5666 for further assistance.