In 2025 we paid over $2.4 billion in claims across our Retail, Group and Direct insurance policies to our customers in their times of need.
We're here to support you
In your client's moment of need, we're here
Our claims philosophy
When your client needs to make a claim, it's often during one of life's most difficult moments. What they need most is confidence - confidence that their claim will be paid, and paid promptly.
That's why we approach every claim with the care, sensitivity and professionalism your clients deserve.
Our claims process is built to deliver certainty. We're committed to paying all claims as quickly as possible - so your clients can focus on what matters most.
Our claims process is built to deliver certainty. We're committed to paying all claims as quickly as possible - so your clients can focus on what matters most.
Key claim statistics
What Australians are claiming for and current health trends
The Australian Institute of Health and Welfare 2024 health report estimates that 165,000 new cases of cancer were diagnosed in Australia in 2023 – including 20,500 cases of breast cancer and 25,500 cases of prostate cancer1
Cancer continued to account for the majority of AIA Australia (AIAA) Death and Crisis Recovery Financial Adviser customer claims in 20242
1 in 5 (22%) of Australians experienced a mental disorder in the previous 12 months1
In 2024, mental health conditions were the highest claim cause ($) for AIAA Income Protection2
3 in 10 (27% or 67.3m) people suffered arthritis or musculoskeletal conditions in the last 12 months1
Musculoskeletal conditions for females and males were the second highest claim cause ($) for AIAA Income Protection and TPD claims in 20242
Footnote
1 Australian Institute of Health and Welfare’s ‘Australia's health 2024' report
2Claims through financial adviser customer claims, as a percentage of payment amounts ($) in 2024
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
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
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.
AIA Embrace
AIA Embrace is our holistic wellbeing ecosystem – designed to help clients live a healthier, longer, better life. It connects clients to a range of programs and partnerships that support every stage of their health journey, even when they’re not making a claim.
Support for every stage of the health journey - even before a claim is made
Whether your clients are well
Find themselves unwell
