In 2023 we paid over $2.3 billion in claims across our Retail, Group and Direct insurance policies to our customers in their times of need. That averages out to over $44 million per week.
In your client's moments of need, we're here
Our claims philosophy
When one of your clients has to make a claim, it’s a challenging time for them. The one thing they need from their insurer is knowing their claim will be paid, and promptly. We handle each claim with the sensitivity and professionalism your clients deserve.
Our claims are designed to pay all valid claims as quickly as possible and to deliver certainty to your clients when they need it most.
Key claim stats
Australia’s health report - Leading cause of claims
The Australian Institute of Health and Welfare estimate about 162,000 new cases of cancer were diagnosed in Australia in 2022 – including 19,800 cases of breast cancer and 16,700 cases of prostate cancer.1
Cancer continued to account for the majority of AIA Australia (AIAA) Death and Crisis Recovery Financial Adviser customer claims in 20232.
1 in 2 (46%) Australians aged 16-85 have experienced a mental health disorder in their lifetime.1
Musculoskeletal conditions for females and males were the second highest claim cause ($) for AIAA Income Protection claim in 20232 .
3 in 10 (27% or 6.9m) people suffered arthritis or musculoskeletal conditions1 in 2020-21.
Musculoskeletal conditions for females and males were the second highest claim cause ($) for AIAA Income Protection claim in 20232.
Footnote
1 Australian Institute of Health and Welfare’s ‘Australia’s health 2022 In Brief’ report
2Claims through financial adviser customer claims, as a percentage of payment amounts ($) in 2023
Average age of an AIA Australia claimant
The unexpected can happen at any time, that’s why recommending a full suite of cover is important.
Claims Stories
Nadun's Story
Nadun had a stroke at just 38 years old. Having worked with his adviser to ensure his family were protected when they needed it, Nadun was able to concentrate fully on his recovery.
Craig's Story
Craig is a trauma surgeon who was diagnosed with MS. Watch Craig’s story and see how his relationship with his Financial Adviser, together with his Income Protection policy, has provided him with the financial security to continue with his drive and passion to teach and help others.
Support getting back to life with Rehabilitation
Paying a claim is not all that’s offered to claimants. Every client’s situation is different at claim time and our Rehabilitation team can help get clients back to Life.
Our rehabilitation service consists of one of the largest and most experienced rehabilitation teams in the life insurance industry. Offering world-class occupational rehabilitation to support customers on their return to work and wellness after illness or injury.
How AIA Australia's Rehabilitation works
Our team works collaboratively with clients and medical professionals, providing:
- graded exercise programs
- wellness programs
- modification of work environments
- re-skilling or re-training
- career advice and redirection
- work-related counselling
AIA Rehabilitation supports clients to:
- improve their health
- re-engage with the community
- return to work
- achieve their longer-term financial goals