AIA Australia

20+ year old policy with CommInsure after which they transferred my policy to AIA. After a couple of years following this transfer, I went to lodge my first and only claim on my income protection policy but without success due to not having been Totally Disabled for at least 14 out of the first 19 consecutive days of the Waiting Period. Lesson… Read more

learnt to always check the fine print as in my case they had expected me to "stay in bed" during this period. I consequently cancelled my Income protection policy.

Facing a TPD claim is challenging, and navigating the process can be overwhelming. Because of this, I was hesitant about managing it on my own, but I chose not to get legal support. Looking back, I am so glad I made that decision because AIA made the entire process easy to navigate and I managed to save thousands in legal fees. My case manager was… Read more

absolutely wonderful. I was able to contact her by phone/email, and she was always incredibly kind, patient, and clear about the steps ahead. Instead of feeling stressed by paperwork, I felt genuinely supported and kept informed at every stage. The online portal was also very helpful to upload documents and track the workflow of the claim. Even when it came to the IME (Independent Medical Examination) appointment, the process was handled respectfully, and the assessment thoroughly validated my injury. Having that dedicated point of contact made a big difference throughout the process. The entire case was completed and my benefits were paid within four months. I am very grateful to my case manager and staff at AIA for their support.

I was transfered from Commonbwealth Financial Services to Resolution where AIA is teh Insuranve underwriter. My Term life Insurance in 2020 was arount $3.5k in 2021 Term life defined by AIA was $652k cover ( not sure how) and Premium i had to pay was $3.9k on 30 June 2025 (4 years later) my Term Life Premium fees is $10.8k and Cover value $781k. … Read more

Im 4 years the cover increased by $129k (by20%) and the Insurance premium fees increased 220% When i asked Resolution, i was advised its AIA Waiting for AIA... I was also told that due to age changes the fees....But i asked its only 4 years and Fees changed 2.2 times (220%) All my Super contribution was deducted to cover this fees mostly in last 4 years

I can’t complain my TPD claim was processed and approved within 4 weeks after applying. My husband assisted me with the forms and submitted all required Medical reports and Specialist report. It was a pleasure dealing with them. They are fair and straight forward if you have all the solid required Medical reports from your Specialists.

Amazing service, genuinely caring, proactive support when you need it most. I have had an Income Protection insurance claim with AIA and I am honestly so grateful for all of their help. They kept me afloat during the most difficult time and have been instrumental in my recovery. From the very first phone call all the way to my final payments,… Read more

AIA have been incredible. Actual caring humans on the phone, speedy paperwork and payment processing. They also connect you to fully-funded allied services such as occupational therapy, physical therapy, etc. Without AIA's compassionate approach, I'm not sure I could have handled the stress of the last few years but they really go above and beyond to help you when you really need it. I seriously cannot recommend them enough.

I have been dealing with AIA Insurance for an income protection claim, and I couldn’t be happier with their service. From the start, they have been professional, supportive, and easy to deal with, even when handling a complex medical condition that required extensive documentation and ongoing assessments. A huge thank you to Ivanka, who has been… Read more ·  1

exceptional throughout the entire process. She is knowledgeable, efficient, and genuinely cares about helping customers navigate what can often be a stressful experience. Her prompt communication and willingness to assist made a big difference in ensuring my claim was handled smoothly.

What sets AIA apart from other insurers is their fair and transparent approach. Even with the complexity of my case, they remained understanding and efficient, making the process far easier than I expected.

If you’re looking for an income protection provider that offers outstanding customer service, professionalism, and support, I highly recommend AIA Insurance. Thank you, Ivanka, and the AIA team!

About insurance: My experience with AIA Health Insurance has been extremely poor. Administrative errors left me uninsured for an extended period. Promised offers were changed or not honored, misinformation was given at multiple stages, and even after issues were supposedly resolved, I continued being charged incorrectly. Attempts to contact… Read more

support were met with long wait times, inconsistent explanations, and delays in processing refunds for charges that were a direct result of AIA’s own system errors. A health insurer must be accurate, reliable, and transparent — unfortunately, AIA failed on all three fronts throughout my entire interaction.

Given these repeated issues, I cannot recommend AIA Health Insurance and would urge others to consider alternative providers

About the Sales agent:

I am extremely disappointed with the service I received from [Name Removed] during my onboarding with AIA Health Insurance. While he was friendly at first, the overall experience was marked by repeated miscommunication, incorrect assurances, and serious administrative mistakes.

I was given commitments regarding plan benefits, start dates, and promotional offers that were later changed, contradicted, or not honored. Most concerningly, I was assured my previous insurance would remain active until my new cover started — yet it was cancelled immediately, leaving me without any health insurance for weeks. This level of oversight is unacceptable and demonstrates a lack of attention to detail and customer care.

Even after raising these concerns, the responses were inconsistent, and I had to repeatedly follow up to correct mistakes that should never have occurred. Based on my experience, I cannot recommend his services and would strongly advise others to proceed with caution.

I lodged an income protection claim three months ago. After one month, my case manager was changed, requiring the new case manager to restart the review process. It has now been a further two months without any update or outcome. In total, it has been three months since I lodged my claim, and I have not been provided with a clear status update or… Read more

an expected timeframe for a decision. I attempted to contact my case manager today at 9:30 am but was unable to reach her as she was on another call. A colleague advised that a call back would be arranged; however, I did not receive any follow-up. This level of delay and lack of communication is concerning. I don't recommend anyone to buy any product from AIA. In my case it was through my super provider Hesta otherwise no way this company should exist.

Absolutely terrible insurance company hidden scams poor customer service I did not even choose this company if you have HESTA with your superfund this is where they send you for income protection that you pay into I will be canceling my superfund from HESTA because of AIA insurance!!!!!! Show details

Policy started at 6k, then 8k, then 10k and now 12k all within 8 years and with no claims??? Tried to cancel 3 times via email, filling out more forms and then finally called. Assured me it was cancelled and then guess what, deducted 12k? They finally rectified but as it was coming from my super it could have happened indefinitely. Unbelievable frustrating and you have to feel somewhat dishonest? Show details

AIA rung me Tuesday everything was organised yes we will send your information to your Solicitor good as I need doctors forms for Monday.Contacted solicitor today no forms gave AIA another ring asked if they had sent my doctors forms to be filled out to my solicitors no we don't send them anymore just use your old ones you received last year.Bad… Read more

practice that absolutely disgraceful.So I hang up and starting to get anxiety because this mob are so out of date with tpd.i decide to ring again ask about my paper work was told this time I need to get a initial letter that my solicitor is taking care of the matter for me.which they have my last 3 payments.never had to do this before.

What a terrible business: if you are thinking about taking out trauma or tpd insurance with this company , think again. I tried to make a claim for a recent Type 1 diabetes diagnosis which apparently they cover for. It's not until you read the super fine details, you will then realise you will not have cover. Again , I broke my leg and tried to… Read more

claim for trauma after having 7 months off work, nope that's not covered either, even with a permanent injury in the leg. Honestly, you have more chance of winning the lottery then getting a claim approved, I suggest putting your money into lotto tickets

I'm writing this after 8 months of being off work and 6+ months waiting for AIA to make a decision on my Income Protection claim. I hope this helps others research before purchasing. BACKGROUND: Held AIA Income Protection policy for several years Policy covered me for inability to work in my occupation WHEN I NEEDED TO CLAIM: I ceased work 6… Read more

months ago due to serious medical condition. This is exactly what I'd paid thousands of dollars to be covered for.

THE CLAIMS PROCESS (TIMELINE): Month 1: Lodged claim promptly with all initial documentation AIA acknowledged receipt Assigned case manager

Month 2: Provided comprehensive medical evidence from treating doctors Multiple reports clearly documenting my inability to work Completed all claim forms in detail Case manager confirmed receipt of all documents

Month 3-6: Repeated requests for "additional information" Each time I provided what was asked Then more delays and more requests Sent to multiple different assessors No clear timeline provided for decision

Month 7-8 (CURRENT): Still "under assessment" investigating unrelated medical history No decision made No clear explanation for delays Financial hardship mounting despite being asked to accelerate process...

WHAT THE GENERAL INSURANCE CODE SAYS: According to the General Insurance Code of Practice (which AIA is signatory to), insurers should: Make a decision within 10 business days,

OR Provide a clear explanation of why more time is needed, OR Specify what additional information is required I'm now at 180+ business days with no decision.

REAL WORLD IMPACT: While AIA "assesses," I'm Unable to afford ongoing medical treatment, and considering bankruptcy This is exactly the situation Income Protection is supposed to prevent.

WHAT I'VE HAD TO DO: Lodged formal complaint to Australian Financial Complaints Authority (AFCA) Considering media contact and writing this review to warn others!

Worst experience ever – Worst experience ever with an insurance company. Record every conversation you have with AIA because they'll lie to get out paying a claim. If I could afford it I would've taken them to court. Show details

When buying insurance spend your money wisely & avoid AIA & Comminsure. Insurance is for when things go south in life & its there to help you recover & or get on with life. AIA / Comminsure have forgotten this fact. AIA & Comminsure will make your life a living hell should you lodge a legitimate claim as we did. They pulled us from Pillar to post… Read more

for 5 years denying the claim numerous times.. Even with there own appointed specialist confirming the diagnoses & related issues they declined the claim again, the also declined the claim as they didn't like the last date worked on one instance. Without legal intervention, we wouldn't have been given a dollar yet we never missed a payment & they always took the payment! These people are the most morally corrupt & inept people I have ever come across in my 35 years of professional business & self employment, they don't deserve your business. Be Warned.

I've made two attempts to apply for an increased level of income protection insurance through AIA. It's been a labyrinthine experience. I haven't been rejected because I haven't seen the end yet - simply gone back and forth for the better part of a year trying to jump through endless hoops to please the insurance overlords. If there is one… Read more

positive, it's that I have discovered through these reviews that their insurance really isn't worth all the effort. It seems they do their best to avoid paying out claims to even the most clear-cut of cases (e.g. a person with blood cancer). So for someone with any medical history at all, there's really no point. (And to be clear , I was extremely transparent in my claim - I even gave them access to my full medical history and consult notes and they still somehow wanted MORE. Like... Babe, there isn't any more.)

For anyone else receiving standard IP cover through your super, heads up that you can cancel it. Save yourself a few hundred bucks per year, let it compound in your Super, and use that to meet your needs in a crisis instead. Don't feed the insurance trolls.

I have been with AIA for over 10 years for my income protection and life insurance. The only time I ever heard from them was when they wanted more money for increased premiums. Over the last few years my insurance has doubled and become unviable. I rang to cancel and they acted immediately almost like they wanted to drive me away. The last few… Read more

years increase would suggest so. What a great company they have just taking out ridiculous sums of money and never having to deal with anything but computer generated emails and price increases. Insurances fast becoming a thing of the past. Small businesses can no longer compete. Country headed down the toilet.

A self employed tradie, my son bought life and income protection policies from AIA some twenty (claim free) years ago. For some reason he kept renewing those policies until realising, with the latest increases, he'd be paying nearly $3,000 a month. Encouraged to shop around, he bought similar policies (with better conditions and payout amounts)… Read more

from another company for less than a quarter of the AIA premium. This company would even make Ned Kelly blush

Disappointed with AIA – poor advice, excessive premiums, and no proactive support I’ve been a customer of AIA for several years through an insurance agent, and unfortunately, my experience has been extremely disappointing. Despite trusting both the agent and AIA to provide me with suitable, well-priced cover, I’ve since realised that I was… Read more

significantly overpaying for my insurance premiums, with little to no proactive advice, reviews, or meaningful engagement to ensure I had the right level of protection at a fair cost. The advice I received was passive at best, and at no point did anyone take the initiative to assess whether my policies were still appropriate or if better options were available.

It felt like a “set and forget” approach, where the only consistent thing was the high premiums being deducted year after year. When I finally decided to get a second opinion, I was shocked to find another insurer offering the same level of coverage for thousands of dollars less per year. The savings I’ve made by switching are substantial and frankly infuriating, considering how much I’ve been overcharged for such a long period.

This entire experience has left me feeling as though I was taken advantage of. I expected more from a company like AIA, especially when their products are distributed through financial professionals who should be acting in the customer’s best interests. There was a complete lack of transparency, personalised advice, or care. No policy review, no check-ins, no warnings that I might be overinsured or that my premiums were well above market rates.

The lack of accountability from both the agent and AIA is deeply concerning. If I hadn’t taken the initiative to question things myself, I’d still be paying inflated premiums with no idea there were better options available.

I hope others read this and take the time to review their insurance arrangements regularly. Sadly, in my case, neither AIA nor its representative showed any interest in doing the right thing by the customer.

I won’t be recommending AIA to friends or family, and I encourage anyone currently with them to double-check their cover and pricing. You may find, as I did, that you're paying far too much and getting far too little in return.

I signed up for the GOLD membership, which started at $144.50 per fortnight and increased incrementally to $170.90 within 12 months. When I joined, I clearly stated that my main concern was access to mental health support, and I was led to believe the Gold policy would cover this. Today I called to confirm how many sessions with a mental health… Read more

professional I’m actually covered for—turns out I’m entitled to a grand total of $200 for the entire year. That’s it. And the sessions I need are $400 each.

So after paying over $4,000 across the year, I get $200 back for the service I signed up for in the first place. I feel completely misled, gutted, and ripped off. This is not what I expected from a so-called premium policy.

I have had a policy with AIA since May 2022. I have an issue with premiums. I received an email today informing me that my premium was increasing by $774 for the next year. So that is about a 22% increase on last year's premium. Since May 2022 my premium has just about doubled. I certainly would not recommend as good value for money. I will be cancelling my policy. Show details

I pay for Income Protection through my Super. WHAT A WASTE OF MY MONEY! The claim forms were ridiculous to fill out, l believe they just want people to give up because the paperwork is to hard. When it comes time to claim they pull out every excuse they can find to not pay! Just like every other insurance company l have dealt with. Money vultures,… Read more

preying on people at their most stressful and vulnerable time. I totally understand now why people just don't bother to get insurance these days. AIA staff, hope you sleep well at night working for a company of crooks!

AIA states that they help vulnerable clients. I still fail to see that? Look at the reviews. I was fobbed off again. In your last message to me 3 months ago, my issues were not resolved at all. Show details

An unclaimed Col. Mut. policy of mine was listed as 'Unclaimed' on ASIC website. CM directed me to AIA. Received claimform from AIA & submitted with all attested docs related to claim. ASIC released funds to AIA who took 3 months to tell me they had cleared the funds BUT as the Bank Account I use is not Australian, this has to be referred to… Read more

'OTHER TEAMS for validation'. Living as I am in Europe, I fail to believe that they do not respond to emails requesting information on progress & despite the claim "WE ARE HERE TO HELP" - - don't help at all! Quite a pathetic lack of assistance or response & after more tha 6 months, I am totally frustrated.

Signed up for the hospital Silver Plus health insurance for I thought it's economical and reasonable premium, but to my surprise it will increase after few months because they said I didn't meet or maintain the requirements for vitality AIA Vitality membership. The Aia Vitality membership is a scheme. It should be the fact that we are already signed up for aia it should be automatic. Show details

I'm 61, and recently changed Super funds. I thought I'd apply for insurance through my new super fund, and it was through AIA. After filling out lengthy and detailed forms about my health, and being honest, I just received an email with even more forms to fill out because I said I get the occasional migraine. All designed to situate any… Read more

loopholes they can if you ever have to make a claim. Having to provide detailed information about a such a trivial thing as occasional migraines made me nervous so I decided to look up reviews for them. I landed on this page, and reading through the terrible experiences of people who have had to make claims even concerning serious or terminal health issues, and the endless problems dealing with AIA, not to mention their premiums skyrocketing....I've decided not to sign up with them. Reading the heart-rending reviews on this page, this company is absolutely disgusting in it's machinations not to pay out. I'm so glad I checked here, and my heart goes out to all those people who have had to deal with AIA while battling health issues.

Don't bother applying – Their health declaration form may as well say "if you have ever had so much as a cold, don't bother applying". Knocked me back in part based on an injury that I was fully cleared from 15 years ago and partly due to resolved mental health issues when I was a teenager. Didn't even contact me to explore options or consider a medical review, just a one paragraph "no". Very rude. Don't bother applying. Show details

Took out a level premium product but every second year they have increased the premium by 20% plus. Now double original figures. Clearly a misleading & deceptive product. Should be banned from operating. Show details

Failure to Refund Monies Owed – Life policy was reduced within a month after AIA withdrawing funds direct from our bank account. A refund of +$7k was therefore due. All paperwork was lodged and acknowledged then a week later AIA sent a letter stating that they had received no response. This is just a stalling tactic to not release funds owed. A complaint was promptly lodged with AIA. Show details

Terrible – What a joke, really surprised. Ignoring specialist report who is specialised in the diagnoses field but taking GP’s opinions into account. Also the GP might have said something differently but AIA teams are doing their own interpretation. I have a background of medical…..Seems like they are just looking for something to decline the claim. Believe… Read more

me these services are not to relieve the stress on sick ppl or their families/situation but they are making it more stressful….

Updates 11/01/2025 : GP has also responded to the AIA interpretation on his previous report. Letter submitted along with other medical records.

Let’s wait what AIA says now?