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FAQS

  1. Who can use the AIA Life Planner mobile application?

    • The AIA Life Planner is intended to be used only by AIA Agents. You will need to use your existing Agent ID and ALPP password to login to the app. You can further setup the app to login via biometric (fingerprint) and/or 6 digit secure PIN as a login shortcut. When you are logging in for the first time on a new device, we will send an OTP on your registered mobile number for security and authentication. Please ensure that your current mobile (Hand Phone) number is updated on ALPP.

  2. Can I use my ALPP User ID and Password to access AIA Life Planner mobile application?

    • Yes, you can login to the app using your ALPP username and password. You can further setup the app to login via biometric (fingerprint) and/or 6 digit secure PIN as a login shortcut. When you are logging in for the first time on a new device, we will send an OTP on your registered mobile number for security and authentication. Please ensure that your current mobile (Hand Phone) number is updated on ALPP.

  3. What is the 6 digit verification code?

    • The 6 digit verification code or the OTP (One Time Password) is sent to your registered mobile number (as updated by you in ALPP) to bind your mobile phone with your login ID. This is done for security purposes.

  4. My phone number registered with AIA is incorrect. How can I change/update the mobile number?

    • Please get in touch with the AIA Agent Help Desk for details.

  5. What is the difference between 6 digit verification code (OTP) and 6 digit PIN code.

    • The 6 digit verification code or the OTP (One Time Password) is sent to your registered mobile number (as updated by you in ALPP) to bind your mobile phone with your login ID. This is done for security purposes. The 6 digit PIN code is your personal access code setup and know only to you and is intended to be used in lieu of the password. This feature has been added to the app to make the login process more convenient.

  6. If I don’t have ALPP User ID, can I access the AIA Life Planner mobile application?

    • No, you need to have valid access to ALPP to be able to access the AIA Life Planner App. If you need support, please get in touch with the AIA agent help desk.

  7. I have setup my 6 digit PIN code/Biometric access. Can I now use the same to login to ALPP

    • No, the login shortcut via the 6 Digit Secure PIN Code and Biometric validation is only valid for the specific mobile device on which you have installed and setup the app. These credentials cannot be sued on any other device or app.

  8. What is the different between my ALPP’s password and the 6 digit PIN code?

    • The 6 digit PIN code is setup on the mobile device on which you have logged in to the App. It is your personal access code setup and know only to you and is intended to be used in lieu of the password. This feature has been added to the app to make the login process more convenient. You cannot use the 6 digit PIN to login to ALPP. If you change your device, you will be asked to re-register on the app and will have the option to setup an new 6 digit pin code.

  9. I have 2 mobile phones, Can I use the app on both phones?

    • No, you can only login to the AIA Life planner app on one device at a time. If you choose to install and setup the app on a 2nd device, your first device will automatically be deregistered. Please keep in mind that the OTP password to setup the app on the new device will only be sent on your phone number registered with AIA.

  10. What happens if I forgot my 6 digit PIN code?

    • You can click the ‘Forgot PIN’ link on the login screen to reset your pin and follow the instructions on the screen. You will be sent an OTP on the mobile number registered with AIA to be able to successfully complete the process

  11. What happens if I get locked out of my device?

    • In case you get locked out of your mobile device, you can get in touch with you mobile service center or manufacturer to unlock. Your device PIN/password is independent from that of the Life Planner App. If you have access to a secondary mobile phone, you can always choose to install and setup the App on that device. Please keep in mind that you will need access to the OTP sent on your registered mobile number to complete the setup process on a new device.

  12. My fellow colleague who is also an AIA agent is asking to borrow my phone to login to the Life Planner App. What should I do? Will he be able to see my client details?

    • We do not recommend that you share your mobile phone with your fellow colleagues. If your colleague tries to login to the app using his/her ALPP login credentials, your device will automatically be deregistered - an OTP will be sent only to the registered mobile number of your colleague for them to be able to login to the app and when you try to login to the app again on the same device, you will have to repeat the whole setup process again (OTP, Setup Biometric and PIN).
    • Your client data will always be safe and will not be exposed to anyone else unless you yourself share your login ID/password/PIN details with anyone.

  13. Why I don’t receive any notifications?

    • The Life Planner App has a facility to update you with important details about your clients and their applications/policies via push notifications. If you are not receiving notifications, then you could have accidentally disabled the notifications for the Life Planner App on your device. Please check your device settings and enable push notifications for the Life planner app