AIA Australia Income Protection

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

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 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!

Highly recommend AIA income protection – I have been treated so respectfully long term by the AIA team for a chronic condition, and can’t thank them enough for what they’ve done for me. I’ve always had the same approach of being very transparent about everything, as they genuinely want to help you. The public needs to remember that they have to do their job, and the first four months I… Read more ·  1

did actually raise concerns why there’d been no outcome yet, when I had only a one month wait period, as it’s a desperate feeling to have no income. But I say to appropriate case applicants, hang in there and just do what they ask for to attain the fair outcome you deserve. Every single staff member I’ve ever dealt with has been terrific and all seem very skilled. In fact, ironically, their level of empathy and understanding of my condition and the challenges I faced in my occupation was often far more therapeutic than the actual Drs and allied health people I’ve seen! I would never have believed that before. So they’ve shown me insurance companies are not out to prove you wrong but to do their job accurately. Their role would not be an easy one. My advice is that if you genuinely need it, stay consistent and honest, and you will always get the support you need if your situation fits their criteria. After my experience, I’d encourage anyone to take out this type of insurance - especially regular casual workers and those in medium to high risk occupations. I will always thanks the stars I took out this insurance to protect myself and my family. Thank you AIA team and Hesta, I don’t know where I’d be without you, so I’m expressing my eternal gratitude.

AIA will help you if you are genuinely injured or sick – I am self employed and experienced an extremely painful and debilitating injury that left me incapacitated and unable to work. It was an incredibly scary time, suddenly being in a situation where I was unable to earn any income whatsoever, and in so much terrible pain. I claimed under my AIA IP policy and was receiving benefits from AIA for 18… Read more ·  1

months. I provided all relevant medical information to AIA at the start from my doctors, and the claims process was fast and efficient. I was kept informed regularly by my case manager and approval of the claim occurred within two weeks of my application. As I began to recover, AIA supported me to return to work in a gradual capacity, and continued to pay me a partial disability benefit every month. I had two different case managers during my claim and both were very courteous and professional. They could see I was doing my best, and they threw their support behind me. I honestly have nothing but absolute praise for this company. They were totally there for me in a very stressful and painful time of my life, and supported me ENTIRELY. I am forever grateful. If you are genuinely injured or unwell, you are honestly in excellent hands here and will be taken care of by this company. - Thank you AIA !

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.

AIA income protection – AIA income protection and my case manager Linda Tu ,and previously Tiffany Schick have been supportive,empathetic and highly professional at every stage. I can't thank them enough for their support at the worst stage of my life. Show details ·  1

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… Read more ·  1

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

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

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

Heartbreaking – The Odbudsman get paid by the insurance companies to operate they don’t want to help vulnerable people, either. So sad Robbing Peter to pay Paul is exactly what Rest/AIA and now Tal do. Show details

Income protection claim – Most of staff very unhelpful (stereotypical) they work from home and always processes the claim is late with lots of reasons. Unfair claim calculation with they included your Supa contribution, so many discrepancies. Hidden policies and terrible in respect of client’s values. Show details

Zero service with no responses – Looking at the current reviews can see why one is their rating, do not offer any assistance or advice for the excessive premiums they charge, mine go up 25%+a year, but woe behold if you want any help. Time to look elsewhere from these thieves. Show details

Disgraceful – Absolutely hopeless. Could get my income protection or life cover in place after 6months. Charged me whilst not covering. And would never update or return emails or messages Show details

Total avoidance – One star is way too much for this company!! They go above and beyond a drag out my claim to avoid paying!! Good luck, I'm going to make sure we go all the way to court to have my policy enforced, lawyers may take it all but so be it, I prefer them to have it then this low excuse for an insurance company, avoid them at all costs Show details

not transparent at all ! be careful – I should have check this site before singing up with them. Luckly I didn't have to claim anything from them. It's very unclear service, many hiddent items you won't be aware unless you read it carefully. you can see how their service is not transparent and unfair when you try to cancel with them, it's a headache ! they get you in one second but they wont let you out ! Not recommneded at all. Show details

High premiums, slow claims resolution and updates, better to seek better alternatives – My claim was submitted in November 2023 (5 months ago). AIA repeatedly requested more information but provided minimal updates, prompting me to initiate weekly progress updates. The 15-day Life Insurance Code of Practice (the Code) often resulted in "no update" notices, is likely to meet the 15-day requirement. Approval is still pending, and I'm still paying premiums. The confusion in the process worsens my health issues. Show details

You'll be better off with your own savings! – I was talked into income protection by my financial advisor on the offchance I'd need it (30 day waiting period included). Unfortunately had to claim it. Stopped working over three months ago and they're only just now getting around to requesting information from my medical providers; which wouldn't been so offensive if the 'case manager' hadn't… Read more

put the wrong name on all the requests. Completely useless. Absolutely incompetent. Short of Death/TPD payouts, AIA are about as useful as a wet Woolies paperbag.

Incompetent calculations ,lengthy claims – AIA calculated incorrectly my IP pre disability income from 2016, have paid me wrong smaller amounts. It has been more that 3 months since they have all medical/ financials but still keep delaying it every week. Very frustrating! Show details

Waste of time and not worth the negative impact on your health – Weather you have a rolled ankle or been diagnosed with lymphoma, you very quickly find that the tedious paperwork and back & forth with the service agents is structured in such a way that AIA cleverly encourages you to give up. I was diagnosed with lymphoma and enquired about income protection that was available through me Super (HESTA). I was… Read more

transferred to AIA. The service agents are basically paid to be nice and that's where the positives stop.

The amount of paperwork is ridiculously tedious and the questions can be very insensitive. The amount of mental strain this put on me alone was painful to say the least. The questions are reputative and designed to irritate you. The questions ask for specific dates where even the doctors couldn't predict so the paperwork came back and forth, amended multiple times because the service agents kept finding things that needed to be amended, 1 at a time rather than giving you everything that needed to be fixed on the one call. Each time you submitted the paperwork and it needed to be fixed you've burned nearly 4days.

Lastly, they have a 90day waiting period. The problem with this and having cancer is you are immediately out of action. So if you are relying on actual "income" support during the worst time of your life, find a nice place to live on the street because you won't receive anything like that from AIA. In fact, if you're fortunate enough to have you workplace who supports you out of their pocket until you start receiving benefits that you are entitled to, they wont pay you. So, if you are unfortunate enough to not heed this warning against AIA, hope you picked a nice spot on the street. By the time the 90days is up and you have enough financial support outside of AIA (because the income protection is only $1k per month, barely covering 50% of the mortgage) you'll be back at work working and won't be eligible for any payments.

AIA will do everything they can to not pay you anything. If your Super has income protection through AIA, choose another Super. It'll b the best thing you did for yourself.

Even when AIA sent through an email saying that the claim was accepted, it came with another list of requests...the same requests such as paperwork that were already submitted...I wonder what AIA needs from me now that they haven't already received in order to delay things further...wasted 2months of my life, my mental health has taken a dive because of AIA.

This company pushes one button. That's their job – They pretend they don't know your circumstances and therefore can't answer questions. They know exactly my circumstances but are currently trying to gaslight me into thinking it's my fault that they didn't pay me correctly. Andrew and Debbie are as bad as each other and will try to place the blame on you after they make a mistake. Show details

This is not the last you hear from me – Complex and very time consuming application process and after 7 months of making numerous phone calls AIA decides to decline my application. After mishandling my case from the very beginning, not responding to emails and phone calls. Feeling like there is no one I could talk with who is willing to listen I made a complaint and after just one month… Read more

the complaints person suggests I make a complaint with AFCA as she was unable to address the issue with the level of incompetent staff at AIA. Now my claim is under review internally over 2 weeks and still waiting. I will take this further whatever I have to do to get Justice

Insane increases – This company has tripled premiums over the past 3 years and when you ask them why they are not able to justify the increases the staff are hopeless often sending out the wrong paper work and when you ask for this to be handled by a senior complaints person they then talk of the top of you in a condescending manner. Keep going like this and you will have no customers left I have been with this policy for 20 years !! . Show details

Income protection for neurological injury – I have been on income protection with AIA for 2 years now. My claims manager sends pay advices when they feel like it. I hardly ever receive them, despite multiple requests. My pay goes in when they feel like paying, sometimes early, sometimes on time and sometimes late. When you have huge medical expenses and get paid monthly and then receive… Read more

your pay late, it makes things really hard financially to not have received any income for such a long period of time. Everytime they’re late they cause my account to overdraw because direct debits come out. Will AIA be covering my overdrawn fees? A number of times I’ve received forms with other peoples personal information in it. I have cognitive difficulties and my case manager constantly refers to emails they’ve sent when they actually haven’t and I find that’s degrading to my disability, it sends me into a spin and I get worked up thinking I’ve missed it and when I search emails the said conversations never took place. I am constantly having to provide updates, I’m about to be transferred over to a new claims manager and I complained about constantly being contacted for. Turns out the claims manager hasn’t been updating my file with all the dates I provided updates, so hence the need for him to continue to request updates when he isn’t keeping track. Argh these are just a few examples off the top of my head.

Restarting work thank god – and since getting rid of these urchins, i feel better and mental stress has stopped. But guess what i will never do again. AIA are deceitful and i suggest people do not give your money to them. Go elsewhere. I may never be injury free, but id rather take the risk and go without this place. Stand up to them, i took the risk and cancelled my policy, best thing i ever did Show details

A company with NO moral compass. I’m living with an incurable brain tumour and they cut my monthly income by $871.24 – I’ve been dealing with this company for 5 years now and they are beyond heartless. I have an incurable and inoperable brain tumour. Their goal is to get you off their books - at any cost - even if it almost mentally destroys you. Even if they’ve also approved you for a terminal illness. I receive Income Protection, as well as the Disability… Read more

Pension from Centrelink. This week, the government increased the Pension by about $18.75 per week. AIA cut my income by $871.24 this month.

They have been CONSTANTLY changing their payments for YEARS. The payment changes were during times I was recovering from brain surgery to remove a PORTION of the tumour, having RADIATION and under enormous mental stress (at my absolute rock bottom low).

This means that I've spent countless hours emailing AIA and on the phone to Centrelink (trying to level out the payments) - for YEARS.

When I ask AIA about the reasoning behind the frequent and different payment cuts, they give mysterious reasons about there being "three Centrelink payments in one month" AND send me an email of numbers and mathematical equations. What it comes down to is that this company DO NOT care about people.

It doesn’t matter how many complaints I lodge. They continue to add immeasurable stress to my life. Avoid this company - it will save your quality of life.

Terrible company! – Disgusting and inhumane! I got income protection from these guys. They tried to scam me out of money. I had to call them and do the calculations for them so I could receive what I was legally covered for. I dealt with Sandra (don’t know the last name). She’s a liar, the company cheat you and they try everything they can to not pay you and when… Read more

they do they try scare tactics to get it back. I was ready and willing to go to court but then magically they stopped contacting me. Obviously I stopped my income protection with them. If you are looking for any insurance or cover please look somewhere else and make sure you read reviews first. During this period that I was dealing with AIA, I was going through a horrible time not being able to work. It was really difficult. They take advantage of your situation and use it against you. How these people sleep at night is beyond me. Trying to use an honest persons situation against them is beyond disgusting! BEWARE

Honest review – I’m the person who doesn’t look much at reviews. I ran multiple companies with 30+ full time staff. Please take my advice don’t go near AIA. I’ve spent almost 2 years dealing with them during a claim and I’m worse off than at the beginning including dealing with the Australian ombudsman AFCA. I’ve stated 37 policy breaches and have 7 claims… Read more

managers who all magically change when I have a question. If you suffer from mental health just go straight to a lawyer I’ve never seen such breaches of contract and I’ve personally written contracts for large construction projects. I hope this helps someone

Post cancer patient & mental health – I had a triple negative breast cancer which has affected my mobility plus mental health issues from workplace bullying and domestic violence. My claim is going to take years from what I’ve read. I can’t live in poverty for much longer.. Show details

Lies and Misrepresentation of Medical Information to Suit themselves – They like to cherry pick information and twist the facts, such as chronology of symptoms, the actual meaning of the doctors words in the report and assign spurious associations and correlations to try and avoid paying what you are owed. Currently in the process of contacting AFCA and Lawyers I might also see what the media has to say about it Show details

Worst Insurance Company with ZERO care ! – After reading all the reviews I don't need to harp on of how terrible AIA as a company and their underwriters are. A claim was made to feel impossible with a whole lot of jargon flooding my inbox. But please everyone out their battling for what they pay a premium for and deserve through a hard time DO NOT GIVE UP and do not take any " Goodwill"… Read more

payments from this unethical company. After many months back a forth with AIA and taking my complaint to AFCA I had a little win with AIA at fault and still tried to off me a " goodwill" aka hush money. I didn't do it for the money I did it for the struggle other families would go through. I was forced back to work after a knee reconstruction due the unethical lack of care and concerns

I only select YES claim made after bleeding blood from a stone.

DONT BOTHER TALKING TO THEM – So yeah, AIA looks like going to ruin my Christmas for the first time. Last Thursday, 15/12/2022 I received an email notification from AIA that my income protection benefit payment was been processed and paid last 14/12/2022. Wow, for the very first time AIA paid my IP benefit earlier than my usual scheduled payment of 26th every month so I was… Read more

very happy that i’ll be able to get my family a christmas presents. I waited until 5 pm of 15/12/2022 nothing came into my account. In the past, when AIA sent me an email regarding the IP benefit payment was been made it usually comes that same day after 5 pm. So i thought when it didnt came in that afternoon it may had been delayed for another day so i waited until the next day. 16/12/2022 still the money hasnt came. I contacted them that day too and confirmed to me that it was been paid last 14/12/2022. So yeah I let the weekend passed by and today i contacted them to asked for some assistance but i couldnt get any help from them. They said I must wait since it was been paid already last 14/12/2022 and the only thing they could do was to notify my case manager and follow it up with the admin team. Hello AIA it Christmas time!! you know the holidays are coming and you should have a sense of urgency that the person probably needed the money to pay for their bills, buy their love ones christmas gifts! And FYI AIA the money hasnt even came into my account for 3 business days already when it was only taking me to received it in the past for 24 hrs only. Maybe by writing this review you will get some sense of urgency to help the person who is getting stressed out now for the last 5 days trying ti figure out where the heck this money been gone! You guys already ruined my Christmas and nobody even thought about maybe this person need this money and tried to checked it with your admin team on where has this money been gone!