Lots of rewards until you start claiming
Looked like a great program to start with. I am very fit and do a lot of swimming. I picked up a $20, $40, $60 rebel voucher. Then all of a sudden they stopped giving me points for my activities. The rewards were meant to go up to $200 according to info provided when I joined. To rub salt into the wound they continue to send out emails showing they are increasing points for activities etc.
whatever I do they are not giving me a single point.
I contacted them about it. They were very sketchy. It appears they have brought in activity limits. These were not part of the program when I joined.
Devastating consequences of trusting this company.
Cannot agree more with all the bad reviews. AIA deliberately drag out claims process to financially cripple people. If you are insured with them get out before you possibly have to make a claim. Their first priority is to deny claims. They will use anything little thing you possibly forgot to disclose, even unrelated to current condition to deny claim.
They have devastated me and my family.
Late payments causing financial hardship
AIA have made IP payments late, more than 3 days after they were due.
If I failed to pay premiums on time, I’m pretty sure that AIA would cancel my policies.
But it’s ok for them to pay late, apparently.
I don’t trust them.
I fully expect this review to be blocked by AIA.
HORRENDOUS DO NOT USE!!!!!!!
DO NOT use this company!! Possible the worse service ever!!! Never call back & they just DONT CARE AT ALL!! **BE WARNED** This is the most unprofessional company I have ever had the misfortune to deal with in my entire Life!!!!
I lodged my IP claim after an unexpected illness in March 2020. By June 2020 after my 2 month waiting period plus 1 month for payment in arrears, my claim was finalized. The staff I dealt with by email and phone were so helpful and professional whilst still showing empathy and compassion. Yes it's a stressful process in some ways but the staff made it less so and explained everything they needed at any given time. Thankyou AIA.
I have income protection, trauma and life insurance through an IFA/ accountant firm and have been paying over $30k for over 10 years now. I recently had an injury requiring 2 operations and was claiming partial income loss. The whole process took almost 4 months and at the end of it despite losing around 30-40% of my income, AIA declined to pay any of it.
When I was beginning the claim process I happened upon this site with some foreboding but was hoping due to the considerable sum I was paying that I wasn't going to be treated as though I had ticked my super box. I have advised my IFA/ accountant that I will be withdrawing my policies henceforth
Terrible to deal with
I have dealt with AIA through a financial advisor for the last few years. This has been a constantly painful process.
AIA's customer service is disjointed, accusatory, and assumptive that errors are always on the customers side. Simple things like changing payment details lead to threats of withdrawal of your policy.
Fortunately I have never had need to make a claim on my policies as yet but I am constantly left feeling that AIA would not handle them efficiently and without stress for the policy holder. As such I think it is time to seek alternatives.
Truly appalling customer service where they put their customers last.
- Life Cover
- Verified customer
Disgusting service by AIA and broker
Just want to warn everybody to take a serious look at your financial advisors and the companies that they place you with
Here is my short story dealing with AIA insurance and ####
( I will name the financial advisor firm in the coming days)
For several years I was sold income and life insurance this year as my renewals approached they withdrew the funds on the 29/4/2020 for a policy that was due on the 7th May.
I decided I wanted my money back and emailed them on the 30th Aril 20202 explaining to return my funds, as I wanted to use t...
Worst ever experience with an insurance company
It took me five months to get my husband's claim. So many emails and phone calls. Only when I threatened to go to the ombudsmen did a manager ring me and sort out my husband's claim. Case manager never contacted us. It was cancelled out of the blue again today leaving without money. I rang last week and updated my husband's condition but when I rang today there was no record of it. I had to submit his original claim 4 times. I'm over being treated like crap. My husband paid his insurance and is entitled to it now he is sick. Shame on Hesta for using such a bad company. I'm ringing Apra tomorrow. Enough is enough.
Unauthorised debit of credit card
They debited my credit card of $ 530 although I had changed health funds & have not yet refunded it. They don’t give the finance department no. Don’t be fooled by their polite customer service. Worst experience of a health fund in Australia
Unethical. Terrible. Now in financial hardship
All info required inc85 page report from specialist received 8m ago. Been off work for 11m. Paid premiums for years. Same excuses everytime. In SEVERE financial hardship because of AIA
Is this even legal?
I asked for my premium type to be changed from “stepped” to “Optimum” retrospectively. Not to change the policy, just the premium type. Iselect managed to have it changed, even though I’m on claim now.iselect knew I was on claim, and told me that my being on claim was on their computer screen. My file with iselect now has a note that a salesperson can’t answer questions, and I had to wait 2 days for a Manager to return my call.
AIA I have now sent me:
1. A quote signed off by AIA’s Retail Insurance Chief, on letterhead, in PDF format;
2. A co...
Worst ever policy Diamond life
annual payment $5399 , paid it every year for 12 years. the agent said i will get $5,000 back every year till i reach 100 years old. the agent did not tell us she gets $2,100 comission in first year and $100 every year for next 5 years. Then now after 12 years i find out i do not recieve $5,000 every year . but only $2750 every year. !!! now i have paid around $63,000 in total for past 12 years and if i decide to end the policy i get back only $50,000 . yes i got riped off hard and my hard earn wage for past 12 years gone.!!!!!!!
The reviewer stated that an incentive was offered for this review
Baddest of the baddest
So I have a TPD claim through Rest but the underwriter of the insurance was AIA. To cut the story short, my claim has been 2 years already and they still haven’t made any decisions for this claim. My lawyer was very proactive in following up on them by giving all the necessary documentation and evidences regarding my health condition and yet they’re the crappiest of the crappiest! So funny because my Income Protection claim through AIA as well got approved with the same health condition i made claim and yet this one hasnt. My lawyer also reques...ted to use the CMO’s report from my IP claim to be used as evidence for my TPD claim, he had sent AIA at least 4-5 letters since last Feb2020, and out of nowhere when i was in disagreement with someone in AIA regarding at my IP claim between Feb to present, out of the blue they had told me theyve changed my assessor and surprise surprise, they didn’t informed my lawyer about it while us where no clue and waiting for them to respond regarding our requests and didnt even bothered responding or acknowledging the letters been sent out to them and have to wait a month before responding to us. what kind of professionalism do you guys have?? nothing! worst insurance provider! i swear if my tpd claim gets rejected again this matter will be brought to afca and to court as i had endured so much stress already since this claim was been lodged and nobody even bothered contacting me or my lawyer explaining all of this! you guys could have done this by getting a medical professional to consult just like you guys did for my Income Protection about this health condition and the severity of it but no, you guys opted to do a lot of delaying tactics, getting our premiums from our super, yet you guys treating us like the lowest of all!
No One does Anything
My claim has been in their system now for 12 weeks . Every week I phone in to see if any progress is being made. The team on the phone are always nice but there always seems to be a reason why there is no outcome yet. If it needs more than sending an email then it just gets pushed to the side and not done. From them sending incorrectly filled in paperwork , claim they are waiting for more information from sources , but when I check there has been no request for that information ever made. I had to chase up my own medical files to be sent as the...y sent incorrect release forms. I had actually been told on week 10 that it was all approved only to find out on my next phone call to them a week later "oh really, dont know why you where told that " . The fact that there is no doubt of my medical injury doesn't seem to matter. The mental harm waiting this long for an income to start again so you can get some treatment just falls on deaf ears. I get the impression that when you explain you aren't get any physio (for example) because you cant afford to , as the mortgage , bills continue to come , just doesn't seem to sit right with them . Savings? Yep all gone on not having a wage for 3 months . Today I tried again to chase up my claim to be told we have a large workload and are understaffed. They dont know when my claim will be looked at. I was told today they tried to contact me but as my phone was engaged so that was the end of that . They don't retry and the callback gets removed from the system. I was told to contact the complaints department as that would be the fastest way to get my claim looked at. Been there done that , doesn't work. I would suggest a lot of caution if seeking Income protection from this company.
Very bad experience
the policy is not good value at all. I was getting charged monthly at a high rate and did not receive any support when i had a procedure .At first i was told it is covered then when i booked the procedure , i was told it is not covered. I had to pay everything out-of-pocket. Why am i paying thousands of dollars in Insurance if there's no support even for basic claims ? i am very disappointed and would not recommend this insurance to anyone . It claims all health awareness and frills but no real value at all.
Hayley Thomson at AIA is amazing
I had lots of issues mainly due to how complicated of a case I had. However once dealing with hayley Thomson in complaints all my issues were fixed. Wish all their employees were amazing as her
Applied for my Income Protection insurance and after 11mths, get told that I wasn’t insured for the relevant period even though it has ALWAYS been apart of my super! AIA are dodgy. Definitely taking this further! Not impressed
Worst insurance ever
Been dealing with these crooks for 9 months after our claim was acknowledged. Now I get a letter in the mail that rest no longer deal with aia. We are waiting for a final response from aia then we will be taking you to court for misrepresentation of your policy. I can see why rest left you guys.
My daughter has Income Protection through REST Super and AIA. After numerous delays and requests, finaly accepted in December as a claim. Since then up to 300 pages of information, delivered to one assessor, then another, then a senior assessor, then another assessor. Now requesting 12 years of pay slips; you have to be joking. promises that claim would be assessed in 30 days, not completed, ; every time we contact, still more forms or information. Tax return Summaries provided, now theyu want complete Tax Returns for numerous years.
Questions & Answers
Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims?
I wonder why
Reading all these comments, it's horrific when your waiting on a tpd insurance claim to get approved or rejected, I have supplied all the documents they requested, it's been over the allowed time for them to give me a decision, it's been under review , under review now it's been assessed by their chief medical officer zoran, I think they are going to keep reviewing it until I've killed my self, I can't believe my lack of common decency these people have, I'll say one thing, if I have to pay a lawyer to get what I'm entitled entitled to, I'm gonna spend the rest of my disabled life making sure webpages like this are not the ones I find 7 months after I lodged my claim, I've been researching tpd claims etc and my underwriter and it's only now I've found what I've dreaded... actual legitimate customer reviews, talk about kicking people when they are down...
I'm so sad.and overwhelmed of the phone call to finally comes and here what excuse they use to invalidate my life, trade qualification, career, health and insurance policy, oh my god what will I do
Sorry to hear your story.
I don’t have TPD with AIA. iselect convinced me that being paid income protection until I’m 65 (policy anniversary, not actual birthday, but only a few months in it) was just as good.
Do you have your policy through superannuation? If so, when did you begin the super? My super is from 1994, and the TPD definitions are certainly tougher now.
Do you have terminal illness benefit? I have that with AIA, but they refused to talk with my wife when I was terminally ill in a coma (surgeon and specialist both have put this in writing).
Have you gone through AFCA? It’s a free service. You can look up past case decisions online. Look carefully at your relevant TPD definitions in the correct product disclosure statement. The older definitions are easier to meet.
I really hope it all works out for you.
AIA A.AIA Australia
We've sent you a private message to get more information from you, that way we can pass the feedback on to our team.
Phoebe - AIA Australia
Is it legal for a life insurer to refuse to start a claim without the claim form being filled in by the claimant?
I couldn’t read or write owing to my medical condition (ie the sole reason for needing to make a claim). Section 7 of the life Insurance code of Practice covers clients experiencing disability. As well Australia has anti discrimination legislation and the commonwealth disability discrimination act. I would have thought that by refusing to accept a claim in a format I could access, the insurer is in breach of both legislation and their code of conduct.
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