AIA will help you if you are legit
-they will adhere to their product disclosure statement ( your contract with them)
- they check/interact with all parties involved.
- they give you opportunity/time to fight your case if not approved.
- they will pay you on time ( unless your claim assessor is incompetent,which is in my case :-(
- they will revert back after a few days for any query.
- they will average your income with super and tax ( when you stopped working)to reflect the amount you are covered monthly for income protection benefit)
- they did take more than 90 days to assess my claim. ...
AIA Insurance = my good experiance
I purchased my Income protection insurance with AIA in July 2004 as a very healthy young man. Unfortunately I started to be very sick a few years later.
I had on my plan 12 months waiting period, so I needed to wait. I send them a claim form with all the relevant documents on 19th November 2011 and on the 2nd January 2012 I received a letter from them confirming that my claim was approved. Waiting 6 weeks only. And they paid me back payments from November 2011.
Unfortunately I have been sick since and unable to work.
AIA insurance have been ...excellent all those years. Good customer service, great communication, my case managers always interesting in my situation and willing to help, and all payment received on time, after receiving all revenant documents from me and my medical practitioners. I personally can recommend AIA Insurance - Income Protection.
My fight from 2011 with incompetent crooks from AIA.
My 2011 case was being processed for about 1 year, due to REST/AIA intentional delays. One of them is the following:
On 18/10/2011 I emailed REST the following:
“I spoke to [name removed]'s secretary and she said to me that the insurance company (Rest Super) does not want to pay a sufficient pay for the report, that's why [name removed] is not sending the report to you guys.
May I note please that this now looks ridiculous how unorganised my case is handled!
When I visited [name removed] nearly 2 months ago you could have sent me the papers so ...
Applied for income protection claim nearly 2 months ago all documents sent to them and am still waiting to hear from them...To get back to me I've had enough stress am taking it further..
Greedy, Unprofessional and Unethical. AIA Vitality Rewards themselves
Wow, what a nightmare. If I could have given 0 stars I would have. A program that appears to provide incentives to customers for staying fit and healthy is all about being tricky and lining their own pockets.
I joined AIA Vitality in November last year. After enquiring about the program I was told that exercising and completing health checks would result in weekly vouchers as well as additional vouchers for hitting different levels in the program. All I had to do was link my watch to the AIA Vitality app. How wrong that was.
After hitting my ...targets and working up to a Silver Status I had earned a $20, $40 and $60 voucher. Considering the vouchers had no expiry I naturally believed that I could use them at any time. After receiving the $60 voucher I was horrified to read that all vouchers received had to be activated within a 3 month period of time from when they were received. After asking one of the representatives why they had to be activated within 3 months he told me it was because it was in the companies rules. When asked he also told me that others had complained about this 'rule'. It appears that they have this rule in place as a profit making exercise to ensure that vouchers in which customers have rightfully earned are unable to be used if not activated within this ridiculously short period of time. It is both unethical and reprehensible. I was also told that I would receive a $5 voucher weekly upon hitting certain targets. After hitting them on numerous occasions from November 2018 I naturally thought I would have several $5 vouchers waiting for me to enjoy. How wrong I could be. Upon opening the AIA Vitality app months later I was appalled to see that I had no vouchers ready to download. I have since found out that in order to receive a $5 voucher I would not only have to hit my target but also log in to the app weekly and then go through several other steps in order to obtain a voucher otherwise my exercise goes unrewarded. This pretty much guarantees that anyone that is not tech savvy or logging in weekly will not be able to take advantage of this so called rewards program. I voiced my concerns to customer service and was effectively told that it's my bad luck since I didn't follow the rules that this money hungry company had put together to ensure additional profits.
Very disappointed with current assessor and management.
I lodged my claim in Feb 2019, made numerous follow-up calls even though I've submitted all required documents. Took about 2 months for AIA to process and pay, which I could understand of the delay since my claim dates back 3 years. My first assessor has been helpful and informative, and I received back payments. It's with the current assessor and management that I'm very frustrated at the moment as benefit payment stopped since June and no reply to my email and telephone calls from the new assessor since early July. I rang again today wanting...to speak with the manager/team leader to get this matter resolved but I was told that the team leader is "in a meeting" and I was promised again that I would be contacted by end of business day. Very disappointing service from AIA. September 24th 2019 Update: Good follow-up from AIA after I gave a bad review. I ranted here about 2 weeks ago re: my disappointment with my new assessor and team leader on lack of communication and non-payment of my approved claim. Following my post giving AIA a bad review, I have received a few calls from both the assessor and team leader. They were both apologetic and helpful after they became aware of the change in my situation. I am pleased that they tried to the best of their ability to resolve my dissatisfaction. I am waiting to hear from them regarding my claim under my new circumstances. I hope I don't have to go through again the previous poor service.
My God What a Dodgy, Incompetent Company
First claimed in March 2016, took till end August that year to receive payment.Stopped February 2017 after calling to see where my payment was which was a regular thing and told I hadn't sent in paperwork, paperwork which I never received,due to my anxiety and depression I just couldn't deal with any more.My financial adviser called March/April this year 2019 spoke to them about restarting my claim. Well yes now the end of August, last call on 26/8 was told I had to send my change of name details seriously(what name change)?? Oh also Tax assess...ments for 2018 & 2019 well as they know Im not working????? Plus my doctor only just received documents for medical only because I basically rang them everyday and then my doctor, absolute joke. Oh not mention the drama with my address that never got changed, they only had my address from 2 1/2 years ago what happened to the address that was on all my documents and Drivers license.Well I am homeless and am urgently need them to get it together so I can put a roof over my head .DISGUSTED….I didn't even want to give them a 1 star rating
AIA are grubs.
Making it difficult for my wife who has multiple ruptured discs, a life injury. It affects this entire family, not just her. Put her premiums up to 14.5%! Money grubs.
A.i.A Slow but good so far
There was a lot of documents to forward to them, they had to do a lot of work. I understand this but they were very slow and I was worried about the validity of the claim. In the end they back paid my claim and we are now, on our way thankfully.
There are some negative reviews on here, maybe patience and more understanding are needed.
Incompetent liars is the first thing that comes to mind.
One email address that is unmanaged known as the black hole. Constantly making excuses for delays they are responsible for. Take no responsibility for their delays. Terrible at recording information on calls. Constantly going around in circles, having to repeat myself constantly. No sensitivity to my mental health issues and have been lied to on several occasions. I get better service from centrelink
I’ve got a income protection claim with them and I’ve had very poor service with late payments then having to call them and being told they will escalate it . They ring for your payslips then tell you it will be then next day and 1 week goes bye and you have to call them cause it’s not done and told it will be other 5 days , not good enough. There good in taking your money but not good in giving it back when you have a injury . After this I will never use them again .
This company is an absolute disgrace, take your money then do whatever it takes NOT to pay. Rest superannuation is a part of this & I've been with them for 30 odd yrs paying income protection every month! I'd love to know how the CEO of rest Vicki Doyle feels about this treatment, I'm not going away I'll fight this if anyone else is having the same problem!!! Please get in contact. Get out of Rest super & put your money somewhere else.
AIA is Malpractice, malpractice and malpractice
I ve been in IP policy since 2008. Start my claim in Feb 2019, first contact, the claim officer was helpfull and comforter in the first place, contact me several time to update, ask this & that questions and request this & that documents. Toward the end of 60 days waiting period & another 60 days assesment time, my claim was declined. Then i realize she was not being helpfull and not giving clear suggestion in order to get my claim payout . It is more likely she set me up by asking and requesting this & that. Last contact, she mentioned that is...not part her job to give clear suggestion to get the claim payout. The insane part, she said i totally can’t work during the claim process which is 4 months without income. How am i suppose to support my family, pay the bill and mortgage? Very helpfull, understanding and professional, right? Honestly, Their company slogan need to change to “We are here to help you more suffer & dying”. I take this case further i.e report it to ombudmans, write bad review and find the lawyer. I am not giving up till the end. Also i will share to everyone that this company is NOT respectfull, helpfull, understanding and professional, so they can stay away from this malpractice company.
Trauma isn’t Trauma
Have been with AIA for a long time, was told my case would be covered under the trauma then after my operation they are now saying it’s not. Very misleading and now they are extremely slow to send the reasons via email. I would not recommend any cover at all, look elsewhere first.
I have had this product for a few years. It was time to upgrade my fitness tracker. Contacted AIA and bought a tracker under their guidance.
Tracker is not compatible with their system and AIA refuses to take responsibility, ignoring emails and messages.
Unethical work practices
Absolutely useless company
I’ve been with them for years, recently they took money in advance out of my super for insurance payments for 1 whole year! Customer Service is hopeless and so are their advisers. I have an adviser and they can’t even fix the issues. Once I get my money returned I’m outskis. Do not waste your money with this company they are totally incapable.
- Life Cover
- Verified customer
Aia Once They Have You Premiums Just Skyrocket
They get you in with affordable premiums, then once they have you, they just jump 20/60/ now over 100%, knowing they had you hooked in less than FIVE YEARS. Its robbery i need to get out!!! Dont be sucked into "honeymoon" initial premiums. One can assume this practice speaks volumes about how they will likely settle a claim when the time comes?!
Features gone downhill
AIA Vitality program was a good value until last year. Their weekly reward program for steps are not properly synced and captured by the vitality app, and they recently changed the flight benefit from Qantas to VA, and by doing this, they also removed the code-share flights. VA only operates 2 international destinations, and rest of the destinations are with code-share. So the benefit is now significantly reduced.
AIA Loses Another Customer
My credit card used to pay my premiums was compromised. Arriving back from holidays to find a letter from AIA that I could not believe. In short, they stated that they would decide if I could remain a member. My first thought was I will decide if I remain a member. Then I get another letter where they start to try to persuade me to come back to them. I told the poor customer service lady to stop sending me these computer generated letters as I found a policy elsewhere and they better start treating customers with respect and not just a number or they will continue to lose more customers.
Monthly premium increase over 60%
As a 63 year old, annual premium increases are expected, although as a long time customer (over 10 years) it is hoped that this may count for something. In November 2017 my life insurance needs were renegotiated to a more acceptable premium level, including joining AIAVitality (currently Gold status). In the 15 months since, the premium has increased by 61%. I have since spoken to 5 representatives (roughly 1 per weekl), all of which have provided firm undertakings to provide premium breakdowns and to revert with solutions to address the massiv...e premium hikes. So far (after over a month), there has not been one response - no phone call, e-mail - nothing. It seems the issues facing the industry, such as the outcomes of the royal commission, were not shared with this company. "Honeymoon rates" are available on the internet fo this company it would appear as new client premiums are much cheaper than existing client premiums. Self insurance seems the only answer.
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Questions & Answers
Has AIA staff got enough training to deal with mental health patients? With my experience AIA is very bad , I have been suffering from acute anxiety and depression and the case assessor made it worst, the staff at AIA has NO CUSTOMER SEVICE at all. Does AIA have an internal dispute department? No, cause you guys are money hungry wolves that will devour any client to keep your claims payout ? I contested the decision made on my case,having all evidence, and to my surprise ,it was the same case assessor that looked into it when he was the problem :-( , AIA Is a joke and you guys do not help your members, I wonder how fraudulent people like yourself sleep at night,anyway, my lawyers are with me and I was wondering if anyone had a bad experience with AIA would like to join me on today tonight show ? We should let people know how AIA mock you around when you are already sick !!
They're a joke my super rest use AIA looks like they don't pay anyone I'd be interested if anyone has had a positive out come please!
So far, I didn’t see any good review about AIA , only negatives, super funds should really check who they associate themselves with :-(
Why do you have clients wait for there payments and never pay on time , you make constant excuses all the time . I’m so over this company but I’m sure you want this we walk again and you keep our money .
Did anyone else know they have a client advocate at AIA?
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