At AIA, we're dedicated to providing a professional, positive and sustainable experience for all our customers. While we strive for excellence, we understand that things can sometimes go wrong. In such instances, we are committed to addressing any issues promptly and effectively.

The below complaint-handling procedure outlines:

• How you can make a complaint and how you can get support to do so

• What happens when you make a complaint and the processes and time frames

• What you can do if you aren't satisfied with the outcome