Twentytwo13

AIA rectifies final GL, apologises to lawyer for classifying benign growth as cancerous

AIA Malaysia has rectified the final Guarantee Letter (GL) of its policyholder after classifying a benign growth as cancerous.

In a statement to Twentytwo13 this evening, the insurance company added “we sincerely apologise for the incident”.

Lawyer Lim Zi Hwei had taken the company to task after her final GL, issued on Dec 27, 2022, stated that she had a malignant neoplasm of the pituitary gland. This was reported by Twentytwo13 yesterday.

Lim’s medical reports revealed she had a pituitary tumour and metabolic syndrome. A pituitary tumour is an abnormal growth in the pituitary gland. Most pituitary tumours are benign (not cancerous).

A malignant neoplasm is a cancerous tumour.

“AIA Malaysia has been in contact with Lim and has rectified the final Guarantee Letter to reflect the accurate diagnosis as of Jan 19, 2023,” AIA Malaysia’s statement read.

Lim had also shared her frustrations in dealing with the company’s customer service representatives at its headquarters in Jalan Ampang, Kuala Lumpur.

“We sincerely apologise for the incident and the unsatisfactory experience Lim went through,” the statement added.

“Our customers are our top priority, and we take matters like this very seriously.”

The insurance company said it was glad that it was able to resolve the matter with Lim.

“Please know that all necessary feedback has been communicated to our internal team to improve our standards of service, and to prevent a recurrence.”

When contacted this evening, Lim confirmed receiving the revised final GL, via email, yesterday.

“I’m glad that the final GL has finally been rectified. But this shouldn’t have happened in the first place,” said Lim.