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.
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
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.
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.
What a terrible experience
AIA is seriously disappointing. I have uploaded all relevant documents and have been calling myself to follow-up as nobody ever calls me back when they said they would to update me on my claim.
The assessment for my claim was over 3 weeks ago and was told that someone would be in touch with me within the first 2 weeks with the result of my assessment. I have called every day this week for an update on my claim and the phone line says "we are busy call back later". So disappointing. I have also emailed and nobody has responded.
I have been le...ft in the dark and this is the most horrible/stressful experience. The stress of having this go on for so long adds to my pain and anxiety and I need this claim resolved as soon as possible. I truly cannot believe this is an insurance company that claims to "make a difference to peoples lives". I would like to see those words put into action.
Wish I could give no stars bullsh?t insurance
Going through afca and now a lawyer.. while stuck in bed with spine and brain injury.. nearly committed suicide 4 times thanks to this company.. no duty of care what so ever and just lie after loop hole after lie.. Going after them now I'm disgusted that a company can operate like this
I am struggling mentally physically and financially.will struggle forever.hoping to get help from AIA
I have a serious lower back injury and serious mental health issues. I have my income protection claim with AIA my claim was approved in August 2019.last year in December they told my solicitor that i am getting paid for my first year as they have to back pay me for 5.5 yrs.instead of getting paid I was summoned to provide with some documents did that.still nothing then again asking for more forms did that.still nothing same thing to me and my solicitors its been escalated and we can't give a time frame.my lawyers even sent a letter that I am r...eally struggling physically mentally financially.still nothing same thing over and over again.i am at my wits end and might take this matter to current affairs or 60 minutes.i don't know what else to do I am the one who is struggling they are not. Might take to AFCA.i have become so suicidal . mental health services visit me at home every week as I am suffering so bad and have become very suicidal. got a recent MRI done have to get surgery done asap as the pain is so excruciating 4 of my discs are prolapsed severe nerve damage have trouble standing sitting can't do anything told them still same answer.a member of mental health services was so worried that they spoke to whosoever still same thing its been escalated and priority.nothing if I commit suicide then I will be gone and not suffering what about AIA then..don't know what to do i need funds to go see the specialist for surgery.please help AIA before its too late and I do something coz I can't wait anymore I have appointment booked with the spinal seurgon but you guys are not paying me anything lying to me week in week out.i will be going to current affairs and contact ombudsman's today so please pay my payments I am not asking for anything please asap please.as you all can see I'm I'm struggling so much and they are not processing my payments I will miss my very important appointments.recomended to no one.dont ever go with this company they all lie.im bloody done with everything.im done with my life can't take it nomore.never go with them they lie and lie and lie.its all your responsibility aia.going to ombudsman tomorrow and also current affairs.liars.hoping to get help from AIA please help and please don't stop after once please keep helping as so many lives are relying on you for help please.
Absolute joke for an insurance company
after a serious accident left me with debilitating injuries i started the process of income protection. At first I was told it was be 72% of what my wage was to later be told that there is a loop hole they are able to use every time that there is no way for you to get around. After 3yrs and finally settling my personal injury suit AIA needed to repay 40-45k they had with held from me. I’m 6months later and still fighting to have it paid to me. Now things are being taken to AFCA because of the constant lies and false promises. Ricky the case man...ager promised to have it done and gave me specific deadlines but then when they passed and no news he started not accepting my calls and staff refused to put me onto a manager. After a couple of months I was able to get a hold of him to be told he had been too busy to finalize things for me because he needed time to calculate everything but hadn’t gotten around to it. I have been told multiple times this has been escalated but 6 months down the track I’m still waiting. Having now just found out my TPD claim will also be going through AIA I have absolutely no hope for the near future of having either of these claims resolved. Hopefully the AFCA will be more diligent.
If you are insured with this company you need to change it
I submitted a IP CLAIM in June of last year it took 6 months to get $15.00 per week and told this was because I am on newstart, if my claim had been processed in 60 as they stated I would not have been on centrelink so now I have put complaints in both with my super and AIA. I have had a response from my super stating my payments should be for 2 years they are only going to pay me until March 2020 instead of June 2021 my income protection amount should be 1485.12.
I submitted all the required documents before the waiting period had to abuse them To get it finalised as had waited 2 months before it was approved. Finally got first payment after a number of calls now 14 days late on next payment. Was told a week ago would be escalated called a week later told the same thing as the last person obviously hadn’t escalated it. Stress of being injured, paying physio, bills, Christmas, kids school fees etc. I’m sure my employer pays them on time to insure me but they can’t push a button to pay me?! Will be taking it further.
Diagnosed with a brain tumour 6 months ago, have sent through all my documentation months ago and heard nothing back no matter how many follow up emails have been sent. Planning to go to the ombudsman now, seeing how many people have been treated the same. Sick people shouldn't have to beg for services they have paid for.
Class action suit needed
Any interest in a class action suit against AIA directly backed by A Current Affair,ABC's 7.30 Report and The Sydney Morning Herald?
Time to hold this conglomerate accountable for it's blatant negligence and sheer lack of accountability!
As I am in the same boat as nearly everyone else on here it would seem (using the reviews as a guide) that AIA seems content on sinking without remorse with exception given to some cancer sufferers that will inadvertently affect they're bottom line less due to they're imminent demise (No disrespect meant to ca...
- Income Protection
- Verified customer
They lie, they abuse you and they don’t care
This is an organisation that is so egotistical, it happily lies to AFCA knowing they face zero consequences (have 1 successful complaint and second one pending) Its claims staff lie ( I have transcripts) and deliberately re traumatise you.
Questions & Answers
Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims?
I wonder why
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.
I am a registered builder in Perth. I am 64 yers old(23/7/55)Income$100k
Non smoker, no ongoing health issues etc.
30 day waiting period
Please advise of premium
Contact an insurance broker or price comparison website for a quote. It won’t be cheap.
Compare prices as well as features.
I know a cabinetmaker around your age. Accountant advised him to give up his IP insurance and put the money into bank for retirement because premiums were too expensive. He did that about 10 years ago because premiums were getting too high. He now has accident only insurance, just because he does some government work (schools and hospital) and has to have that to tender for government jobs. That might be more suitable for your circumstances.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.