Complaint Resolution Process

Email us

Leave us a message and your contact details
Email us at au.customerresolutions@aia.com
Our team will reply to your email / organise a call back

Mail us

AIA Australia,
PO Box 6111,
Melbourne VIC 3004

At AIA Australia, we want to make sure your experience with us is professional and positive. However we know sometimes things can go wrong and when they do, we want to know about it and we want to help you.

If you’d like to contact us to make a complaint, please use the web form below to get in touch with our Complaints specialists.

Our Complaints Policy details how we handle and resolve customer complaints, and the complaint handling process so you understand what happens next. It also outlines our commitments to you, our customers.

How you can make a complaint

There are many ways you can lodge a complaint. Please select the option most convenient for you:

Email us at au.customerresolutions@aia.com
Mail us at AIA Australia, PO Box 6111, Melbourne VIC 3004
Contact your Financial Adviser
Contact your Superannuation fund directly
Complete the form below and we will get in touch with you.

Should you wish for someone to act on your behalf in making a complaint, such as an advocate or representative, they are also welcome to contact us using the above channels. For Privacy reasons, we may need your consent to discuss your circumstances with them.

If you are unhappy with our final response please view the complaints policy via the link above to find the relevant external body you can contact regarding your complaint.

AIA Australia is a signatory to the Life Insurance Code of Practice. You can access the Code from the Financial Services Council website here: https://www.fsc.org.au/policy/life-insurance/code-of-practice

Complaints Policy

AIA Vitality complaints

If you have any complaints in relation to your AIA Vitality membership, rewards or benefits you can lodge a complaint in one of the following ways. Please select the option that is best for you:

Call our member services team on 1800 848 254 (select option 1)
Email us at info.au@aiavitality.com.au
Contact your Financial Adviser
Complete the form below and we will get in touch with you

AIA Health complaints

We always want to make sure our members are being treated well and we're happy to receive any feedback you may have. We aim to resolve problems at the first point of contact. If you need to make a complaint, here’s how you can go about it.

Phone us on 1800 333 004, Monday to Friday between 8am and 6pm AEST.
Email us at health.memberservices@AIA.com.au
Write to us at:
AIA Health Insurance
Att: Health Insurance
PO Box 7302
Melbourne VIC 3004

For information about private health insurance or to make a general enquiry, please refer to www.privatehealth.gov.au

AIA Financial Wellbeing complaints

We want to make sure your experience with us is professional and positive. However we know sometimes things can go wrong and when they do, we want to know about it and we want to help you.

There are many ways you can lodge a complaint. Please select the option most convenient for you:

Complete this form and we will get in touch with you
Email us at: complaintsAFW@aia.com
Mail us at:
AIA Financial Wellbeing
PO BOX 6051
MELBOURNE VIC 3004
Contact your financial adviser
Contact your policy provider

You can also use any of the methods above to request a copy of our full Complaints Handling policy.

We will always do our best to resolve any issue you have, but if you’re not happy with our solution you can contact the Commonwealth Ombudsman

Phone: 1300 362 072
Web: www.ombudsman.gov.au
Write to us at:
Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601

Complaint Form

To lodge a complaint, use the form below to document the basis of your complaint and an AIA team member will contact you to discuss.

First name *

Last name *

Email Address *

Phone number *

Claim number (if known)

Please describe the problem *

0/500

What is your preferred contact method? *

Phone

What is the best time to contact you? *

Morning

Afternoon

Anytime 9am to 5pm

Are you an existing customer? *

Yes

Policy number

I have read and understood AIA Australia’s privacy policy. I acknowledge and consent to the collection, use and disclosure of my personal information as detailed in the privacy policy.

Please agree with above statements

Thank you ,Thank you

We will contact you soon.,We will contact you soon.