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FAQ & Forms

Find answers and forms for our most frequently asked questions

Personal Details
Policy Details
Payment Options
General
COVID-19

Premiums
Investments
Go Home Loans
Going overseas

Updating your personal details

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How do I notify AIA of a change of address?

It is important to let us know when you change your address, so that we can keep you up to date with information about your policy.

Online: Please fill in our Update Details Form to tell us your new address.
Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).
MyAIA: If you have a Sovereign policy, or have bought an AIA policy since August 5th 2019, you can advise us of your change of address using MyAIA

If you have a GO Home Loan:

Online: Please let us know via Live Chat
Phone: You can contact our Customer Care Team on 0800 500 174 (+64 9 487 9994) between 8:00am and 5:30pm, Monday to Friday.
Email: homeloans@sovhomeloans.co.nz

How do I notify AIA of a change of name?

If you have recently changed your name, you need to let us know. You will need to complete a form, as well as posting or emailing us a copy of any of the following documents:

Birth certificate
Marriage certificate
Annulment/ divorce proceedings
Deed Poll
Passport endorsed with change of name
Adoption papers
Driver’s license

You will receive written confirmation once your details have been updated.

You can send your Change of Name Declaration form and documents to:

Email: enquirenz@aia.com
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

If you have a GO Home Loan:

Phone: You can contact our Customer Care Team on 0800 500 174 (+64 9 487 9994) between 8:00am and 5:30pm, Monday to Friday.
Email: homeloans@sovhomeloans.co.nz

I've stopped smoking - how do I let AIA know?

If you have stopped smoking for more than 12 months, please let us know. Once we have updated your details, your premium may reduce. Health Insurance premiums may not be affected. You will receive written confirmation of any changes to your policy.

Live Chat: Let us know via Live Chat
Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas) to make a phone declaration
Email: Send your Non-smoker declaration form (signed by the person who has stopped smoking) to enquirenz@aia.com
Post: Send your Non-smoker declaration form (signed by the person who has stopped smoking) to AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142
MyAIA: If you have a Sovereign policy or have bought an AIA policy since August 5, 2019, you can advise us that you’ve stopped smoking using MyAIA

My GO Home Loans details changed, where do I get it updated?

Please contact us to detail any changes you would like to make.

Phone: You can contact our Customer Care Team on 0800 500 174 (+ 64 9 487 9994) between 8:00am to 5:30pm, Monday to Friday, to discuss any changes you would like to make.
Email: homeloans@sovhomeloans.co.nz

Updating your policy details

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How do I change the policy ownership?

To change the ownership of a policy, the current policy owner(s) and new policy owner(s) need to complete a Change of Ownership form. If you have an investment policy, then we recommend you call us to check you have the correct form. The correct Change of Ownership form needs to be posted or emailed to us.

Change of ownership - the process

Your adviser can help you with this process. In order to complete the Change of Ownership form, you will need to:

Enter the name of the current owner or owners. If there's more than one owner, all must sign the current owner section, even if they will also be one of the new owners.
Enter the name of the new owner/s. All new owners must sign the Change of Ownership form. Note: If you are currently an owner and wish to remain an owner, please sign the New Owner section.
Post or email the Change of Ownership form to us and we'll take it from there.

Change of ownership - important notes

There are several important things to keep in mind when completing the Change of Ownership form:

Witnesses must be 16 years of age or older who are not associated with the policy.
A trust cannot own the policy. However, the individual trustees can become owners provided there is no reference to the trust.
If the policy is owned by a bank, the bank must sign and stamp the form.
If the policy is owned by a company, with multiple directors - we require signatures of at least 2 directors.
The change of ownership is not valid until registered by AIA.
Please post the original form or email a scanned copy.

You can send your Change of Ownership form and documents to:

Email: enquirenz@aia.com or post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

I want to change my cover, how do I alter my policy?

Ideally you should meet with your Insurance Adviser and review your policies every year. You may want to increase the amount of cover you have or make an alteration to the cover you currently have. If you do, your adviser can give you information and advice on what's best for you.

If you're not sure who your adviser is, or how to get in touch with them, please send us a message with the full details of your request, let us know via Live Chat, or call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).

How do I link my Airpoints™ membership number to my policy?

To register your Airpoints™ membership number against your AIA or Sovereign policy select the appropriate option below.

For eligible Sovereign branded policies or an AIA Living or AIA Private Health policy (purchased after August 5, 2019):

See list of eligible policies

If you have an AIA Real/Superior Health Policy (purchased between 2003 and August 4, 2019):

See list of eligible policies

Register your Airpoints number here

If you have questions or need further assistance, send us a message, let us know via Live Chat, or contact us on 0800 500 108 (8am - 6pm, Monday to Friday)

How do I reinstate my policy after its lapsed or been cancelled?

If your policy has lapsed or has been cancelled, you may be able to reinstate your cover. Contact us as soon as possible, because different requirements apply depending on how much time has passed since your policy lapsed or was cancelled. To find out how to reinstate your policy, please contact your adviser or complete the form below with the full details of your request.

You can Live Chat us or call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas), or send us a message with the full details of your request.

How do I add a child to my health insurance cover?

Depending on what type of health cover you have and how old your child is, the requirements to add your child may differ. To find out more, you can Live Chat or call us on 0800 500 108 Monday to Friday from 8am-6pm (or +64 9 487 9963 from overseas), or send us a message with the full details of your request.

Payment options

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How do I pay my premiums by Direct Debit?

If you want to pay your premiums by direct debit or have changed your existing direct debit bank account number or suffix, please let us know.

Please be sure to include all the policy numbers that you want this direct debit authority to apply to.

We need to receive your direct debit instructions at least 10 working days prior to your next premium due date.

If you are the policy holder and bank account owner

Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).
MyAIA: If you have a Sovereign policy, or have bought an AIA policy since August 5th 2019, you can advise us of your direct debit instructions using MyAIA.

If the policy holder doesn’t match the bank account owner then you should use our Authority to Accept Direct Debit forms.

If you have a Sovereign or ASB policy, or have bought an AIA policy since August 5, 2019

You can send your Authority to Accept Direct Debits form to:

Email: enquirenz@aia.com or
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

If you have AIA Real/Superior Health (purchased before August 5, 2019)

You can send your Authority to Accept Direct Debits form to

Email: enquirenz@aia.com or
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

How do I pay by credit card?

You can call us to make a credit card payment over the phone. We accept MasterCard and Visa cards only.

If you currently pay your premium by credit card and wish to update your card number, please send us a completed Credit Card Payment Authority form or phone us. Please note we cannot accept credit card payments for investment products.

Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).
If the name on the card doesn't match the name on the policy, then you should use the applicable Credit Card Authority form:

If you have a Sovereign or ASB policy or have bought an AIA policy since August 5, 2019

You can send your Credit Card Authority Form to:

Email: enquirenz@aia.com or
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

If you have AIA Real/Superior Health (purchased before August 5, 2019)

You can send your Credit Card Authority Form to

Email: enquirenz@aia.com or
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

How do I pay using internet banking?

For automatic or bill payment through internet banking – simply search for 'AIA NZ Limited' under Bill Payees or Pre-authorised Organisation. Please also ensure that your policy number is included in the reference field of the transaction.

If you have a Sovereign or ASB policy, or have bought an AIA policy since August 5th 2019:

AIA New Zealand Ltd is set up as a pre-loaded payee with all major banks. If your bank doesn’t have AIA as a pre-loaded payee or you would like to make a one-off payment, please use the details below:

Bank:	ASB
Account name:	AIA New Zealand Ltd
Account number:	12-3107-0009105-02
Particulars:	Surname and initial of policy holder
Code:	Telephone number including STD prefix
Reference:	Full policy number (123456-01)

Please note: If making payment to more than one policy, separate payments will need to be set up for each policy. If the payment is in respect to a loan, please include ‘Loan’ as an additional reference.

If you have AIA Real/Superior Health (purchased between 1999 and August 4, 2019)

Bank:	Westpac
Bank Account Name:	AIA New Zealand
Bank Account Number:	03-0275-0652462-00
Particulars:	Surname and initial of policy holder
Code:	Telephone number including STD prefix
Reference:	(Policy Number)

Can I change my premium payment frequency or date?

Premiums can be paid annually, half-yearly, quarterly, monthly, fortnightly or weekly. Not all of these options are available for some policies and payment methods.

If you would like to change how often you pay or when you pay, please fill in the form below with the full details of your request.

Online: Please Live Chat with us Monday to Friday from 8am - 6pm, or send us a message to see if this option is available to you.
Phone: You can call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas) to see if this option is available to you.

How do I pay from overseas?

If you are an overseas customer and would like to make payments via telegraphic transfer/international money transfer/internet banking, our details are as follows:

If you have a Sovereign or ASB policy, or have bought an AIA policy since August 5th 2019

Bank:	ASB Bank Limited
Branch:	P O Box 35, Auckland 1001, NEW ZEALAND
Account Name:	AIA New Zealand Limited
Swift Code:	ASBBNZ2A
Account number:	12-3107-0009105-02

Please ensure your policy number is quoted as a reference.

Bank administration charges may be deducted. We recommend that you confirm with your own bank whether any charges are applicable.

If you have AIA Real/Superior Health (purchased before August 5, 2019)

AIA BANK ACCOUNT DETAILS

Bank:	Westpac
Branch:	Takapuna
Name:	AIA New Zealand
Account number:	03-0275-0652462-00
Swift Code:	WPACNZ2W

Please ensure your policy number is quoted as a reference.

General

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What is the difference between a Policy Owner and Life Assured?

The Policy Owner owns and controls the policy, and is responsible for payment of premiums. The Life Assured is the person who has been insured under the policy. To make any changes to a policy we require written authority from the Policy Owner.

I have lost my policy document, how do I get a new copy?

If you have lost your policy document and need a replacement document, please contact us.

If you have a Sovereign policy that has a cash value or a bonus value

Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas). If you own the policy with anyone else, all policy owners will need to be present on the phone call.
Email: You can send your Loss of Policy Declaration to enquirenz@aia.com
Post: You can send your Loss of Policy Declaration to AIA New Zealand Limited, Private Bag 92499 , Victoria Street West, Auckland 1142

If you have an AIA insurance, Sovereign insurance or ASB insurance policy

Email us at enquirenz@aia.com 
Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).

If you have a GO Home Loan:

Phone: You can contact our Customer Care Team on 0800 500 174 (+64 9 487 9994) between 8:00am and 5:30pm, Monday to Friday.
Email: homeloans@sovhomeloans.co.nz

How do I make a claim?

If you need to make a claim, please either use our Making a Claim page or you can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).

One of our claims team will assist you in setting up and processing your claim.

Our health claims forms are available online

How do I make a complaint?

Please see our Complaints page for our complaints process and form.

How do I cancel my policy?

If you need to cancel a policy please contact us.

Online: Please send us a message or use our Live Chat (Monday to Friday 8am - 6pm)
Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).

COVID-19

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Are COVID-19 vaccines mandatory in New Zealand and will my health/life insurance policy be impacted if I choose not to be vaccinated?

Our insurance products do not contain exclusions for pandemics, so please be assured that COVID-19 has no impact on your insurance cover with us.

Vaccination for COVID-19 is voluntary. If you choose not to be vaccinated, this will not affect your AIA insurance policy.

Am I covered if I have an adverse reaction to the COVID-19 vaccine?

Customers who experience adverse reactions to the COVID-19 vaccine are eligible to claim under their AIA insurance policies provided that they meet the ordinary policy criteria for a claim.

ACC may provide treatment and support for injuries caused by COVID-19 vaccinations in certain circumstances. More information can be found on the ACC website.

Premiums

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What is a premium?

Your premium is how much your insurance cover costs. In most cases you can choose to pay weekly, fortnightly, monthly, or annually. Making more frequent payments can help you manage your cash flow more easily, helping you to keep your cover in place.

Why do premiums change?

We review premiums regularly so that we can continue to provide the best cover possible, while keeping premiums balanced and competitively priced. A number of factors can influence the cost of your premiums such as your age, occupation, health, lifestyle, the type of cover you choose and the rates we use to calculate premiums.

The premiums you pay reflect the likelihood of you, and people like you, making a claim. We consider the number of claims paid each year, reflecting changes in health and life expectancy, or in the case of health cover, the rising cost of medical treatments to determine the likelihood of claims being paid.

What is a Level premium?

Standard premiums typically increase throughout your policy, changing annually with your age. This is referred to as Rate for Age cover.

Level premiums, however, is a payment structure where your premiums do not change annually to reflect your age. Premiums will remain unchanged if there are no changes to underlying premium rates and the cover is not CPI linked. Level premiums are more expensive than Rate for Age premiums at the beginning of your cover period, but over time can be more economical because they do not increase annually with your age.

We encourage you to speak to your adviser if you would like to know more about Level premiums and whether it might be right for you.

What happens if you have Consumers Price Index (CPI) linked products?

The consumers price index (CPI) measures the changing price of goods and services purchased by New Zealand households.  The CPI is calculated by Statistics NZ Tatauranga Aotearoa (Stats NZ) and published quarterly.  The change in the CPI is a measure of inflation i.e. the rate at which the cost of goods and services has increased.

If you have selected your insurance benefits to be CPI linked, on each policy anniversary date, the amount of cover under the relevant benefit will increase to account for the change in the CPI. This helps the value of your insurance keep up with increases in the cost of living.

If you don’t want the CPI increase to be applied in a particular year, other options may be available and are outlined in your anniversary letter. You can discuss these with your adviser or contact AIA directly.

Find out more about CPI and your options

Why does AIA charge a policy fee?

You can contact AIA if you do not want the amount of your cover under the relevant benefits to be increased for a particular year. The policy fee is a contribution towards the cost of setting up and administering your policy. To keep it simple and transparent, our policy fee is flat, regardless of the level of cover or benefits you have. The policy fee is reviewed on a yearly basis to reflect inflation.

Some examples of what the policy fee covers:

Administering customers' policies in our systems;
Producing policy documents, schedules, review letters, quotes etc.; and
Being available to answer customer queries and to lodge claims.

Investments

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How do I suspend investment contributions?

In some instances it's possible to suspend investments payments.

If you have insurance cover on the same policy as your investment, or you pay a policy fee, the cost of this may be deducted from your investment balance while your contributions are suspended.

Online: Please send us a message or let us know via Live Chat to see if this option is available to you.
Phone: You can call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas) to see if this option is available to you.

How do I make an investment withdrawal?

You may wish to cash in all or part of your investment or transfer to a new investment, provided that the terms of your investment allow you to do so.

Your financial adviser should be your first point of contact for any queries you have about your investment.

If you don't understand some of the features, benefits or costs of your investment, your adviser can fully explain these to you.

If you're not sure who your adviser is, or how to get in touch with them, please send us a message with the full details of your request, or you can Live Chat or call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas)

Some investment withdrawals are subject to NZ Anti-Money Laundering and Countering Financing of Terrorism (AML/CFT) regulation. AIA NZ is required to obtain verified/certified proof of customers identity. AIA NZ AML/CFT ID requirements are attached:

How do I switch units from one investment fund to another?

You may be able to switch units from one investment fund to another at any time, subject to the terms of your relevant fund.

Your financial adviser should be your first point of contact for any queries you have about your investment.

If you don't understand some of the features, benefits or costs of your investment, your adviser can fully explain these to you.

I have lost my investment certificate, how do I get a new copy?

If you have lost your investment certificate and need a replacement document, please contact us.

Online: Let us know via Live Chat Monday to Friday from 8am - 6pm
Phone: You can contact us by phone on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas).
Email: You can send your Loss of Investment Certificate to enquirenz@aia.com
Post: You can send your Loss of Investment Certicate to AIA New Zealand, Private Bag 92499, Victoria Street West, Auckland 1142

GO Home Loans

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How do I apply for a new GO Home Loan?

GO Home Loans are available through advisers or mortgage brokers, who can help you choose the finance package that is best for you.

Call your adviser or mortgage broker to apply for a GO Home Loan or to borrow further funds on your existing GO Home Loan.

For more information visit the GO Home Loans – New Customers page.

If you would like us to recommend an adviser or mortgage broker, please call our Lending Helpline on 0800 500 174 (+64 9 487 9994) between 8:00am and 5:30pm, Monday to Friday and we will be happy to help.

How do I change my details for my GO Home loan?

We are able to action many common changes by phone, including:

Change of repayment date
Change of repayment frequency (monthly or fortnightly)
Change of address details

Other changes may require signed confirmation of request and/or signing new loan documentation. Some changes to your loan will result in a one-off, interest-only payment on the next repayment due date. Thereafter, your regular scheduled loan repayment will go back to its normal cycle.

We will advise you of any additional or special requirements for other changes at the time of your enquiry.

Contact our Customer Care Team on 0800 500 174 (+64 9 487 9994) between 8:00am to 5:30pm, Monday to Friday, to discuss any changes you would like to make.

How do I top up my loan?

If you would like to borrow additional funds, you can apply for a loan top-up. Loan top-ups are subject to normal lending criteria and are available at our discretion.

Your home loan mortgage broker or adviser will be happy to assist you with your top-up application.

Can I get a fixed rate term on my GO Floating Rate Home Loan?

You can choose to apply a fixed rate term to any GO Floating Rate Home Loan at any time. As Fixed Rate GO Home Loans cannot be used for salary credit and redraw, we recommend that you retain at least a portion of your loan as a GO Floating Rate Home Loan.

For more information visit the Choose fixed, floating or both page.

Contact your home loan mortgage broker or adviser regarding the best combination of floating rate and fixed rate GO Home Loan facilities.
For details of current interest rates, see our current rates.
Contact the Customer Care Team on 0800 500 174 for current interest rates or to apply a fixed rate to your GO Home Loan.

How do I register for GO Card, GO Online or Netcode?

GO Card − your card for eftpos and ATM transactions for your GO Home loan.

GO Online − your internet banking service, available 24/7.

Netcode − verifies your identity by text message or telephone call.

To register for GO Card, GO Online or Netcode, call 0800 003 761 (+ 64 9 487 7028 - toll charges apply) Monday to Friday, 8:00am to 5:30pm.

Can I take a break from my loan repayments?

You can apply to suspend your loan repayments for up to three months. Loan repayment holidays are available at ASB's discretion.

You can send your request by either of the following methods:

Email: homeloans@sovhomeloans.co.nz
Post to PO Box 33 845, Takapuna, North Shore 0740

How do I get a replacement GO Card if it gets lost or stolen?

Please notify us immediately if your GO Card is lost or stolen, if you think someone else has used your GO Card, or if you think someone else may know your GO Card PIN.

You can report a lost or stolen card 24 hours, seven days a week by calling our Customer Care Team on 0800 500 174 (+64 9 487 9994). If you are calling outside of our normal business hours of 8:00am to 5:30pm, Monday to Friday, please select option 1.

Can I use my GO Card overseas?

Withdrawals can be made outside of New Zealand using your GO Card through the PLUS network. An overseas ATM fee and offshore service margin will apply.

For full details of the fees and transaction limits please refer to the GO Home Loan Fees and Limits Guide.

Going Overseas

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I'm going overseas, how does this affect my policy?

Most AIA policies provide you with worldwide cover, so you can keep your policy even if you move overseas. Please refer to your policy document for more information.

Remember to let us know your new contact details as soon as possible.

If you would like information on premium payment options from overseas, please fill in the form below with the full details of your request. If you are going overseas temporarily, you may be able to suspend your cover.

Online: Please send us a message, or Live Chat Monday to Friday from 8am - 6pm to see if this option is available to you.
Phone: You can call us on 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas) to see if this option is available to you.

How do I contact AIA from overseas?

Online: Please send us a message, or Live Chat with us (Mon - Fri 8am - 6pm NZT)
Phone: +64 9 487 9963 (Mon - Fri 8am - 6pm NZT)
Post: AIA New Zealand Limited, Private Bag 92499, Victoria Street West, Auckland 1142

If you have a GO Home Loan

Online: Please email at homeloans@sovhomeloans.co.nz
Phone: +64 9 487 9994 (Mon - Fri 8am - 5:30pm NZT)
Post: PO Box 33 845, Takapuna, North Shore 0740, New Zealand

Can I suspend my insurance cover while I'm travelling overseas?

If you are travelling overseas or are unemployed, you may be able to suspend your cover and premiums for a short time. You will not be able to claim on your policy while your cover is suspended. You can find out the conditions for requesting this by checking your policy document or contacting us.

Phone: 0800 500 108 Monday to Friday from 8am - 6pm (or +64 9 487 9963 from overseas)
Online: Please send us a message, or Live Chat with us Monday to Friday from 8am - 6pm to see if this option is available to you.

CONTACT US

Chat with us

Chat with an AIA Customer Service Consultant

Mon-Fri 8am-6pm

Call us

Call our hotline at:

0800 500 108

(or +64 9 487 9963 from overseas)

General Enquiries – Press 1
Claims – Press 2
To Cancel – Press 3
AIA Vitality – Press 4

Mon-Fri 8am-6pm

Send us a message

Request a call back or tell us online

Get Advice

If you're interested in talking to an insurance expert, we can put you in touch with an adviser in your area.

PAST PRODUCT INFORMATION

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If you would like to talk about your life insurance needs, we can put you in touch with an adviser in your area.

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FAQ & Forms

Find answers and forms for our most frequently asked questions

Updating your personal details

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Updating your policy details

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Payment options

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General

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COVID-19

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Premiums

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Investments

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GO Home Loans

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Going Overseas

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Code of Conduct & Procedures