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
Life Insurance Claims
For claims related to life insurance, income protection, total and permanent disablement or crisis recovery
Frequently asked questions
Making an insurance claim - Life
A will is your chance to say what you want to happen to your estate after you have died. You can choose an executor and beneficiaries and decide how your assets are to be distributed.
A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents in the relevant jurisdiction.
The date of birth recorded on a death certificate is given verbally and no proof is required when the death certificate is completed.
Generally, AIA and the Life Insured only. If AIA has received an Authority form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply. Please note that this does not apply to death claims.
Making an insurance claim - Disability
A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents in the relevant jurisdiction.
Generally, AIA and the Life Insured only. If AIA has received an Authority form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply.
This will depend on the wording of your policy, including the type of cover you have taken out and any exclusions on your policy. Generally, total permanent disablement means that you are, after consideration of medical and other evidence, so incapacitated that you are unlikely to ever be able to work (depending on the cover you have taken out, this will either mean working in your usual occupation, or in any occupation).
For the full definition please refer to your policy document. For more information on our current Total Permanent Disablement product, see our product page for this cover.
Making an insurance claim - critical conditions (trauma)
A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents.
Generally, AIA and the Life Insured only. If AIA has received an Authority form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply.
For claims related to aia tailored protection (previously comminsure protection)
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
How to make a claim (for policies previously offered by CommInsure)
- Notify us of your claim by phoning AIA on 13 10 56 immediately after you become disabled. Your claim will be directed to a Case Manager who will spend some time discussing your situation and explaining how we assess the claim and what information we may need.
- We send you a claim kit, generally by email or post, within 48 hours. This pack will include a letter explaining the next steps, relevant claim forms and FAQs.
- Our Case Managers will review the information you have provided in the claim form and start the assessment of your claim. Please keep in mind that some waiting periods may apply, depending on the specifics of your policy, which will be clearly indicated on your policy documentation.
- We let you know the outcome of your claim. For accepted claims, we pay your benefit.
The last thing you want to do at claim time is spend time chasing up your claim. We aim to assess all claims within five business days of receiving your completed form. Your claim decision may be deferred if we need additional information to complete the claim assessment.
Claims philosophy
In all of our claims assessments we seek to embody the AIA Operating Philosophy of Doing the Right Thing in The Right Way with the Right People. This is underpinned by our Claims Philosophy which is simple - helping people when they need it most.
We’re in the business of paying claims as promised by our products and will treat our customers with empathy, compassion and respect. We will guide our customers through the claim process in a quick and simple manner.
Rehabilitation services
If you’ve been out of action due to illness or injury, getting yourself back into the workforce can be a hard task on your own. As an AIA income protection customer, our full time in-house rehabilitation consultants can offer a managed process with appropriate and timely services, at no cost to you.
Our commitments to you at claim time
In all of our claims assessments we seek to embody the AIA Operating Philosophy of Doing the Right Thing in The Right Way with the Right People. This is underpinned by our Claims Philosophy which is simple - helping people when they need it most.
In processing claims, we promise to:
- look to promptly pay, not avoid
- integrate our partners into the process for their members
- listen, communicate openly and simply
- be empathetic, respectful and care
- offer supported return to work and wellness journeys
- be fair and reasonable in our process
- understand every member has different needs
- innovate, learn and look for new ways to improve for our claimant
If we’re considering declining a claim, we will always offer you an opportunity to give us any information that might help us to reach a different decision. If we still decline the claim, we will offer you an opportunity for an independent review of our decision.
In addition, in the current situation, we will:
- be flexible in our claims assessment process, including how we obtain medical information
- assist with urgent financial need – if you tell us you urgently need the benefits you are covered for under your policy, and provide relevant supporting documents, we will:
- prioritise our assessment and decision in relation to your claim; and/or
- make an advance payment to you to help ease your immediate hardship
- prioritise our assessment and decision in relation to your claim; and/or
- look to provide support to customers requiring additional support
If you have any questions, please contact your financial adviser, or call us on 13 10 56, Monday to Friday, 8am to 6pm (AEST/AEDT), excluding public holidays.
We make claims easy
We have one of the largest and most experienced claims teams in Australia and we will guide you through the claim process in a quick and simple manner.
Our claims philosophy is simple – helping you when you need it most, making sure every claim that should be paid is paid promptly and that we always treat you with empathy, compassion and respect.
Our claims philosophy is simple – helping you when you need it most, making sure every claim that should be paid is paid promptly and that we always treat you with empathy, compassion and respect.
We also understand that everyone has different needs and your health and wellbeing goes beyond payments. That’s why we offer supported return to work, work-readiness and wellness programs that are evidence backed and results driven, at the right time for you.