Only nice things to say
I have been waiting a very long time but it is my severe PTSD and Agraphobia from Work Robbery and 7 years of severe Workplace bullying which resulted in one manager fired and two more managers demoted and shafted elsewhere. No help from compensation and denied I’d been affected . Robbery went through as a car accident ! Oh , there was no BULLYING!! .
I have lost everything , my house and my children . AIA should rate me for my lack of attention and wanted information . They have been incredibly lovely and I only receive respect and compassion . Thank you AIA
Nobody helps at AIA
After I signed up for an insurance, AIA charged an extra fee. When I contacted then, every operators come with different explanations. And I cannot resolve the problem. Nobody is responsible and helpful at AIA.
Thank you AIA insurance
Recently had a very bad injury at work which unfortunately ended my career as an electrician. I had TPD assist insurance with my superannuation fund which AIA was the insurer. The staff were very friendly and assessed my claim promptly. The assessor kept me up to date with everything that was happening and called me once everything was finalized. I’m so grateful as this injury had put a lot of stress on me financially and I couldn’t fault the AIA team at all, the assessor was very kind and understanding. 10/10 thank you so much once again for the stress free process.
I finally had my Income Protection claim approved a few years ago, after what felt like an unnecessarily long time, but the claim process and dealing with AIA has been more devastating than my (incurable) brain tumour diagnosis itself, at times.
It feels like the staff at AIA want customers off their Income Protection payments and it’s not about your recovery or helping you physically, mentally or financially. They make me feel unimportant, constantly adding stress to an already stressful time.
I live month to month, wondering whether I’ll ...continue to be paid, my depression and anxiety are amplified and despite also having a Terminal Illness claim approved, they still continue to make life harder. I’ve asked REST Super to move me to their new insurer but have had no luck as yet. Avoid at all costs.
Incompetent, Unkowledgable, Wasting Tax payers Money
It is taking over 4 years to resolve a simple claim despite all documents provided to AIA by Comcare and the Department. Their lack of knowledge and basic competency is unbelievable ! Wasting tax payers money should be criminally prosecuted.
Very Misleading scumbags
Transferred over from another health fund thinking that AIA were better boy i was wrong, worst company ever. All they care about is money and not the member they do not listen to the customer all they see is dollar signs. They are money hungry grubs avoid at all costs.
They will delay your claim forever and then just as you think you are there - Sorry need this as well
These guys are horrible, they delay payouts even though their own doctor that they referred you to says to pay out. 18 months and still waiting for a payout and it is still ongoing. I would never EVER advise someone to go with these guys. Make sure you find out who is doing the underwriting to your insurance, especially through your superannuation, this is through Rest.
If you are insured with them change it now, as when you really need financial support due to an accident or illness you will not be able to get the money you are legal enti...tled to. Their transparency is pitch black, their customer service is horrible if you can get through to them and heaven forbid you request a call back, you'll be waiting forever. Also if you wish to lodge a complaint, you will be passed around the call centre until either they hang up on you between sections or you hang up in frustration. Then finally the person that you wish to lodge a formal complaint about wants you to email them directly. Even trying to start a mediation service through this website and waiting for a week with on response really speaks volumes
Heart Attach Claim 5 heart operations
AIA is completely worthless scum bags. submitted a claim for income protection due to a Heart Attack. No income, no Centrelink, nothing. Every time I expected AIA to receive a payment, they find another excuse not to pay my income protection and wait for way too long for them to do anything about it I have been waiting for over two years still waiting for my rights to be paid I have been paying a premium for over 15 years for the rainy days when I need them the most, so I do not be a burden on society. There have been 10 separate times where I ...was left unable to afford all my medications for so long that I ended up hospitalised again for an-other operations because of the stress and anxiety. My heart, my brain, literally every organ of my body has been affected by the negligence these scum bags are trained in. When I finally had enough and I went to lawyers they are even worse, as I could not have more stress, Now I am waiting to lose my house and my car, and everything I really worked hard for I‘ve been going over to Centrelink. Centrelink needed proof I submit documents over three times in the end they said you have income protection we cannot help. They just harassed me for the info they need to continue to process my claim every month and then come again with more documents need this has been going for over two years now FROM AIA. It took about 6 months of harassing them to just process it as is and reject the claim before I ended up having a mental breakdown at Centrelink trying to explain the situation. Centrelink agrees. Problem solved? Nope. Because AIA still did not do a damn thing about the multiple emails from Lawyers And the other hopeless body AFCA, I sent demanding them to process the application I have made. Centrelink then cancels my application because the AIA Claim Still ongoing. If you live with your parents AIA income protection may be of assistance, but if you have bills, and you want to protect your income, AIA is the last people I would ever go to. If you have been also affected by AIA action, please contact me for a class action. I have posted this on over 100 websites. If the government is more effective than a corporation there is a massive problem. I would strongly suggest that you stay as far away from this company as you can. If you are thinking of signing up with them heed the warning from others and go elsewhere. I have never in my life dealt with a company incompetent and lazy. I cannot believe that this is a company that deals with people in when they need help for total permanent disability or income protection. The fact that this company is supposed to be helping those at their time in need is a joke and not a funny one. Go elsewhere!!!!
- Income Protection
Excellent customer service and good follow-through on what is said
I made a claim with AIA Insurance on my Sunsuper income protection insurance in December 2020. My claim was made following a workers compensation claim that was, and still is, being disputed by my employers insurer.
I found AIA staff, particularly the admin staff and my assessor, to be professional and caring. They provided excellent customer service and always actioned what they said they would within the timeframes that they said they would. Because I was struggling financially as a result of my situation this was very important to me. It he...
I wish I could give negative stars
AIA are completely worthless scum bags. I was on income protection due to an autoimmune disease and kidney failure. No income, no Centrelink, nothing. Everytime I expected to receive a payment I had to send proof of no income and wait for way too long for them to do anything about it. There has been 3 seperate times where I was left unable to afford all my medications for so long that I ended up hospitalised again for hypertensive crisis. My heart, my brain, literally every organ of my body has been affected by the negligence these scum bags ar...e trained in. When I finally had enough and told them I wanted nothing to do with them, I went to Centrelink. Centrelink needed proof they were no longer paying me. Instead of just giving me a letter saying they weren't paying me anymore. They just harassed me for the info they need to continue to process my claim every month. It took about 6 months of harrassing them to just process it as is and reject the claim before I ended up having a mental breakdown at Centrelink trying to explain the situation. Centrelink agrees. Problem solved? Nope. Because AIA still didn't do a damn thing about the multiple emails I sent demanding them to process the application I have made. Centrelink then cancels my payments because I still haven't provided anything from these scum bags. It took about 12 months before they actually acknowledged the fact that I don't give a crap about their payments and cancelled the application. If you live in with your parents AIA income protection may be of assistance, but if you have bills, and you want to protect your income, AIA are the last people I would ever go to. If the government is more effective than a corporation there is massive problem.
They simply do not care about you!
Really disappointed with AIA. First they send me the wrong doctors report to be filled out, I had to do it twice at my own expense, then the assessor went on leave without a word, I’d been waiting for weeks for an answer on my claim, when I asked what was going on I was told the assessor is on holidays and claims will resume when he returns back to work (too bad for those trying to make their mortgage repayments) then finally after 3 or so months they gave me an answer and decided to cover me but for less then 40% of my income. I had been payin...g a premium to cover me for double that amount. You think you are covered by insurance think again. They simply do not care for you, your finances or your mental health. Another thing is you don’t learn any of this until you need to make a claim, they don’t send you the PDS until after you sign up or make a claim. Even the PDS they sent me to review is RAC’s income protection PDS which states nothing of AIA accident and illness protection, How can they get away that..
I hate you AIA insurance
I lodged my claim 12 months ago and keep getting the same old answers from them. Oh we need more information. I've seen all relevant drs and psychologists. Have all reports to them several times. Oh we need more information. Even my drs etc are sick of them to the point where they have said to me look we have given them all the information .And we are sick of them. I'm to the point of CRACKING and go and see them personally because they have ruined me Mentally and Financially. I hate you AIA insurance you grubs.
Worst claims process I've ever experienced
Attempted to claim a hospital admission from September. Nearly December and absolutely no progress. Constant email volley, asking for another thing after you've given them what they previously asked for. They cannot seem to just list everything you need to claim in one email. Came to realise it's just their sneaky way of prolonging the claims process, whilst you pay for the premiums. They don't actually care about your health - its just a money making scheme.
REST AIA member since 2015
As a previous team member at a supermarket back in 2015 until September 2020 Rest/AIA has been my Superannuation/ insurer. In December 2018 I sustained a serious back injury, then in 2020 whilst under the care of my orthopaedic surgeon I was then dealt the terrible news that I also had multiple sclerosis. I was put on unpaid leave because my employer felt the back injury was not the cause of my inability to work, they believed that the multiple sclerosis hindered me. When my leave ran out, AIA did pay my IP within the time frame written in thei...r policy. I am guessing that I am fortunate after reading all these stories. However, I will agree that the late payments do happen and need to be addressed. I am impressed with their customer service reps and I have an exceptional case worker Rebecca, who genuinely helped me with my IP. I am frustrated over the process to get my tpd claim, but I do understand that there are many people who make dishonest claims that impact the rest of us. The other thing that slows down my claim are the medical reports from my doctors, at no fault to AIA, the doctors should have to adhere to a time frame too. My claim cannot be settled until AIA obtains these reports that were sent to the specialists back in August...and we are all still waiting.
I'd naively hoped my experience would be different from what I'd read here..
I initiated the IP claims process in March after serious injury. I was insured through HESTA - who I've remained loyal to for the last 17 years, and although I'd never had to make a claim I'd naively assumed that my IP would adequately protect me should tragedy strike.
It's now 6 months post-claim and I continue to experience seemingly willful delay after delay on behalf of AIA (after my initial shock of discovering how under-insured I was). I'm also heavily pregnant - and hold ongoing concerns about the negative impact on my wellbeing this i...nsurance stress is causing, particularly at a time when a person most needs effective service! I have renewed compassion for the distress that insurance stress can cause, having experienced it myself for the first time - it's a terrible burden that individuals bare this brunt as a result of organisational incompetence. I'm sharing these tips for anyone else experiencing poor treatment: - Lodge a formal complaint in writing with AIA as well as your superannuation fund immediately: https://www.aia.com.au/en/individual/help-support/how-to-lodge-a-complaint.html - Lodge a formal complaint with AFCA following: https://www.afca.org.au/make-a-complaint These avenues allow extended timeframes of up to three months to even begin processing your complaint, so it's best to do this as soon as possible.
Questions & Answers
Does AIA always place their workers on leave when they begin to try to resolve complaints?
I had a number of stroke events while being kept alive with an artificial heart. My complaint was sent to a senior complaints staff member. She contacted my neuropsychologist and asked some unexpected questions, but the neuropsychologist was unable to catch her. She is now on “extended leave until 2022” (over 6 months) and no offer of resolution was able to be made.
Will AIA try to resolve this ongoing claim issue?
Will AIA ever accept that I am unlikely to ever work again after my complex medical history and ongoing health issues after terminal heart failure.
Sorry in advance for the rant.
Terminal illness benefit: my wife couldn’t claim as I didn’t have an enduring power of attorney and AIA failed to advise of the Administrative Tribunal’s role in getting a legal order for her to act on my behalf as I lay dying in my coma world. Even if a claim could be made, I was terminally ill for about 2 or so weeks. Would an AIA Dr be arranged and be able to assess me in ICU in those 2 weeks?
How many stroke events did I have? My Drs can’t answer with a number. Obviously more than the 4 I knew about.
Was I in kidney failure again in January 2021? Depends on the definition. I have a “very small reserve” of kidney function. Seems like any illness will land me in hospital with kidney issues.
Will skin cancer come back? No one can say.
Have there been any teachers successfully return to work after VAD artificial heart, multiple strokes, cardiogenic shock, further kidney issues, skin cancer and ongoing immunosuppressant regime? I haven’t found any in Australia. There was one in a different city c2012) with VAD to transplant. He has now retired after returning for a year or so. A fellow in another city had VAD and is now described as “retired Deputy Principal” in a media article. These are published in newspapers. I know overseas teachers in heart groups who tried to return to work after VAD and transplant. Haven’t heard of anyone back full time.
Is the stress of dealing with AIA and trying to arrange return to work likely to help me in honouring my donor and their family by living a healthy life? That’s a big issue for me, and I feel guilty, anxious and depressed (as assessed by neuropsychologist and clinical psychologist as well as GP and heart transplant team Drs.
Will the stress of this one ing situation further shorten my life?
I’m at the level now where I just want to know that I will continue to receive the payments to support my family, try lower risk meaningful activities and enjoy the years I have left by seeing my kids into adulthood.
Is that too much to ask. AIA staff have stated that I need “reassurance”, and that the product they offer is “peace of mind for your family.
How long does it usually take for AIA to accept ongoing payments as necessary?
I personally know of 2 people whose IP claims have been legally guaranteed until their policy expires (65 in their cases, as it’s been sold through superannuation). These people have both had cardiac issues and have been medically assessed as being unlikely to ever work again.
My cardiac issues were medically assessed as “terminal heart failure” and “met the definitions of terminal illness (source: heart transplant Dr and end stage heart failure Dr, respectively). I was also in a coma for a month, and my heart function (ejection fraction) was 5-10%, whilst AIA accepted the long term claim of some with an EF of over 30%.
So, how long will it take them to accept that I will need ongoing payments until my policy expires. Based on transplant statistics, I have a less than 50% chance to live until my policy expires, and the average life expectancy is described as 10-11 years (until I’m 60-61).
So there is a good chance that I’ll be dead before the policy expires, unless AIA act promptly. Or, is AIA’s plan to save money by placing me under enough stress to result in my death before the policy expires.
Come on AIA, you know that I’m never going to recover fully and return to work full time.
We are so sorry to hear that you have had a difficult experience. We have sent you a direct message to get some more information so we can look into this further.
Yes you did. A more senior complaints person contacted the neuropsychologist attached to my end stage heart failure team. The questions were unusual according to neuropsychologist. Was this senior complaints person asking if I would ever be able to return to work, with a view to agreeing to pay the benefits due under the policy until it expires? I won’t know because that AIA worker is now “on extended leave until 2022 (7 months)”.
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