Q: What is My Portal?

A: My Portal is a secured, self-service web portal for AmMetLife policy owners. It is an added service to better assist you. With My Portal, you can view your policy details, make e-payment for your premiums, self-manage your information to update your policy’s profile.

Q: Who is eligible to register as an My Portal user?

A: Any AmMetLife policy owner with at least one (1) active policy may register for an account.

However, there are products that are not supported by My Portal. If you are unable to view your policy, please call our Customer Care Centre at 1300 88 8800 or email customercare@ammetlife.com for assistance.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: What are the key advantages to policy owners?

A: The all new secured, self-service My Portal allows valued policy owners the following key advantages:

• Summary of your policy, or policies’ details within a single page view
• Renew policy via online payment
• Download forms for specific service requirements
• Update and improve your policy’ contact details
• Track the status of your policy, and request for selected statements

Q: I want to register for My Portal. What should I do?

A: All valued policy owners are invited to sign up for My Portal account.
You can sign-up with 3 easy steps:

1. Visit the AmMetLife webpage at: https://www.ammetlife.com
2. Click on “Our Services” and select “My Portal”
3. Follow the easy instructions to register for your My Portal account.

IMPORTANT: You cannot change your username upon successful registration. Your username is your unique identification to ensure secure login at My Portal.

Q: I noticed discrepancies, and missing information. What should I do?

A: We apologies for any inconvenience caused.

Please contact our Customer Care Centre at 1300 88 8800 or email customercare@ammetlife.com for assistance.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: I forgot my Username/Login ID. What should I do?

1. Go to the login page and click the "Forgot Username" tab
   
2. Key-in your My Portal registered email address, then "Submit"
   
3. Retrieve your Username at your registered email address

IMPORTANT: You cannot change your username upon successful registration. Your Username is your unique identification to ensure secured login at My Portal.

Q: I forgot my password. What should I do?

1. Go to the login page and click the "Forgot Password" tab
2. Key-in your username and NRIC/Passport/ Other ID number, then click "Next"
3. Answer your security question, then click "Next"
4. Click on the link provided in email sent to your regsitered email address
5. Key-in "New password" and repeat to confirm, then click "Submit"
6. Receive a confirmation email upon the successful change of password

Q: I want to change my password. What should I do?

A: If you want to change your password, here is what you need to do:

1. Login to your My Portal account
2. Click the Avatar, then "Change Password"

Q: My user account has been locked. What should I do?

A: Please call our Customer Care Centre at 1 300 88 8800 for assistance.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: Will My Portal account expire?

A: No. However, your My Portal account will automatically deactivate if you do not login for 365 days from your last login date.

Please call our Customer Care Centre at 1 300 88 8800 to reactivate your account.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: I can’t login. What should I do?

A: Please contact our Call Center at 1 300 88 8800 for assistance.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: I want to ensure my account is secured. What should I do?

A: All My Portal users are advised to protect your account details by taking the necessary precautions which include:

• Never reveal your Username, Login ID and Password to anyone
• Never store your personal information on the web
• Always log-out from your account after your session
• Avoid accessing My Portal from any public cyber cafés
• Clear your computer’s cache after each session

Q: I want to update my contact details. What should I do?

1. Login and click the "Service Request" tab
2. Proceed to make the necessary changes
3. Allow 2 working days for the changes made to be updated

Q: What changes am I able to make via My Portal?

A: Only registered users of My Portal are allowed to change and/or update contact details.

Q: I want to change my registered email address. What should I do?

A: Please contact our Customer Care Centre at 1300 88 8800 to change or update your registered email address.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Any change of email address performed via My Portal’s "Change of Contact Details" is only for your policy and it does not affect, or automatically update your registered email for My Portal. All users must contact our Customer Care Centre to successfully update your registered email address for your My Portal account.

Q: I want to perform online payments via My Portal. What should I do?

A: Only registered users of My Portal are allowed to perform online payments for your insurance premium. To do so, please:

1. Login to your My Portal account and select the correct "policy number"
2. You will be directed to your "Policy Summary"
3. Click "Premium ePayment" and follow the instructions to complete your transaction.

Note: You are only able to make payment if there is any outstanding premium due.

Q: What is My Portal’s online payment service provider?

A: iPay88 is My Portal's online payment service provider.

My Portal users may settle your outstanding premium dues via your current or savings account, VISA, Master, and other Debit and/or Credit Cards via iPay88.

Q: Is there a processing cut-off time for payments due?

A: All registered users may clear outstanding payments due at any time, at your convenience. However, a processing cut-off time for premium to be applied to the policy as below:

Any successful e-payment transaction performed on or before 23:59:59, will be processed and applied to the policy after two (2) working days* and the registered users will then be able to view their payment history.

^*According to the business/working days of AmMetLife Insurance Berhad in Kuala Lumpur.

Q: Will an official receipt be issued for online payments made?

A: No. However, you will receive an Acknowledgement Slip upon successful submission.
Please save this Acknowledgement Slip for your own record and future reference.

To confirm if your payment made is successfully applied to your policy, please login to My Portal on the next two (2) working days after the processing time stated in the Policy's Summary page.

Alternatively, please call Customer Care Centre 1300 88 8800 for more information on your premium payments.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: What does an "Unsuccessful" transaction status mean?

A: Unsuccessful transactions may be due to insufficient funds available in your debit card account, failure to deduct from your credit card, premature cancellation of transaction, wrong input of card information, or transaction timeout.

Please try to submit your online payment again.

Q: I forgot my account's login details. What should I do?

A: If you are unable to retrieve your username, or password via self-serve under the "Forgot username" and "Forgot password" tabs at My Portal login page, please call our Customer Care Centre at 1300 88 8800 for assistance.

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

Q: I want to login as an existing My Portal user. What should I do?

A: Successfully registered policy owners may login at your convenience:

• Visit AmMetLife's webpage: https://www.ammetlife.com
• Select "Our Services" then click "My Portal"
• Follow the easy instructions to login, view and update your account.

Q: Help! My query is not answered here. What should I do?

A: Rest assured, our Customer Care representatives will be happy to go the extra mile to assist you further.

Please get in touch with us at 1300 88 8800 or +603 2171 3000
Email: customercare@ammetlife.com
SMS: 33911 [At no cost to you]

Customer Care Centre operation hours:
Mon - Thurs from 8:45am to 5:45pm and Fri from 8:45am to 4:45pm.

IMPORTANT
This Frequently Asked Questions (FAQs) are subject to further updates as and when necessary in compliance with company’s policies and national regulatory requirements. Please login as often as you wish for the latest news, information and updates.

Q: What are the security measures at My Portal?

A: My Portal is committed to protect its users’ information with strict security measures that includes security images, secret phrases, and security questions known only to the user.

Q: I want all the security measures. What should I do?

A: You will be required to include your security selections from the “Security Information” stages during the sign-up process.

Q: I want to change my security features. What should I do?

A:

• Login to your My Portal account after your successful registration
• Click the Avatar and proceed to change your secret phrase, image, and security questions.

Q: What is phishing?

A: Phishing is a form of fraud where an unauthorised person attempts to steal your personal information, including your user ID, password, policy details, and/or credit card details to gain access to your online accounts. Potential victims may receive phone calls, SMS, or emails claiming to be from the company, or a partner, which inevitably requests for your personal information for some feigned reason such as to update your account, or reset your password.

Q: How do I recognise a phishing scam / site?

A: Some of the most effective ways to spot a phishing scam or site includes:

• Unidentified calls, SMS or email requesting for your personal and/or secured information
• A scam email link, when clicked, opens an un-secured login site with a URL that is most likely to begin with a http, instead of the secured https
• A phishing site's URL often contains misspelled words, such as "MyPurtal" instead of My Portal.

Q: I want to prevent phishing attempts. What should I do?

A: Some useful tips to reduce phishing threats and similar scams include:

• Verifying your Security Phrase and image prior to every login session
• Avoiding calls, SMS, e-mails, or web chats requesting for personal details
• Never share your personal details with any suspicious sites
• Regularly scan and clear your PC of potential virus
• Ensure your anti-virus software is up-to-date