Horrible insurance company-avoid at all cost
They are quick to take your money, awful if you want to make changes to your policy. My experience was that its easy to make changes as long as you buy more cover but I could not get them to make amendments to reduce. I ended being forced to cancel which is a pity as I entered into a level policy and ended up loosing a lot.
Horrendous and needlessly stressful
My payments are constantly late, my assessor Emma has never once contacted me, I get told wrong information constantly. I'm under the threat of eviction now because once again AIA have delayed payment again and when I rang the second time about this one payment I wasn't put on to a supervisor like I asked, was told empty platitudes and no closer to getting the payment which is now seriously delayed. I'm currently doing a graded return to work after a brain injury from a assault and the constant extra stress added by this terrible incompetent company is horrendous and hampering my recovery
Worst insurance Ever
So I have been with REST for 29 years. Paid all my dues and had to have emergency surgery which have left me out of the work environment for over 2 years. I didn't think at the time yet was reminded i could claim IP protection for my injury. Well claim put in back in June 2019, 150 days + and still not finalised as of 9/11/2019. I waited patiently, was asked after 100 days for additional information, told I would receive a call on numerous occasions by both the assessor and her boss and didn't get the call back. Was told by one of their emp...loyees (name withheld) that it wasn't her problem and told by her supervisor that my cover is correct. IP Cover was worked out on my income when i was not working, not the income that i was previously earning which is what is was paying the premium for. In short I was covered for $6,700 per month earnings (which was NOT set by myeslf but by REST and AIA) and have been offered approx (both assessor nor supervisor had any idea how much my payment would be exactly yet said I must accept the claim or nothing (the supervisor tried to strong arm me and say he needed a yes or no answer now, only a "yes or no" the Assessor gave me 5 days to do so (emailed me). So now here is the break down. Enjoy and make your own mind up here about the fair and reasonable behaviour of this business. So my premium I pay weekly is $57.04. This is for coverage of approx 90k per year. I have paid this premium for the last 5 years. The premium payment AIA offered me based on the figures quickly rattled off by the assessor (so you couldn't get them) came to a total of $70 per week. So a net income protection payment of $12.96 weekly for 29 years of dedication. AFCA notified and going from there. I would not ever use this insurance company and am very displeased that REST have given their business to some insurance company only concerned with taking money off someone and not helping in a time of need. $12.96 per week cover (won't even get me 10 minutes of physio). What a slap in the face. I can only say one thing, I pray this does not happen to one of the AIA workers or REST workers because I would not wish this emotional, mental and physical anguish on anyone. I have asked for the insurance to be worked out to see what cover I should have been paying for my coverage as I would like this variance paid back to me over the 29 years with interest. I was told by the AIA supervisor that it wasn't his problem that REST had set the amount and that I needed to take it up with them (which I have) yet AIA are still claiming all innocence even after they have been the ones receiving the additional money for years. Very awful, stressful time.
Worst service ever.
Put in claim in August ,provided all paperwork asked for by staff members, still waiting for payment! Every time I want to case manager she is busy or in a meeting. Finally got to speak to her a few days ago,was told all paperwork was in order. Today get a phone call to say that paperwork is still missing so cannot process the claim till they receive more information! Such incompetence from staff every time you speak to someone told a different story. If I hear one more time to take care and get better I am going to loose it. How can you relax when there are bills to pay. Shame on you AIA would not recommend you to anyone.
Income protection and tpd claim
First made my claim back in April (6months ago) and I am still yet to receive anything was told recently I would hear back the outcome within 10 days I called 30 mins before closing as I had not heard and was told I had to send off more information yet again I have had nothing but stall tactics including when I sent them all paperwork requested only to receive an email a month later stating I had not sent it , looking through my sent emails I confirmed I had the month prior now today I have sent off yet more requested documents and have been to...ld it will take another 20 days for them to have a decision this is disgusting and unprofessional the assessor is never available to speak with I have only speaker to her maximum 2 occasions I understand the tpd claim could take longer then the income protection but the income protection claim tacking this long is a joke sort your system out aia and work with customers not against them when they are already going through a hard time and yous are just making it harder
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..
October 25th 2019 Update: Income protection
Absolutely Disgraceful..... Nobody calls back and you get different stories when you call and the assessor is "apparently" in a meeting may be different when a solicitor calls ? STILL waiting for a call
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
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.
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.
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.
- Verified customer
Find someone else to go with
Despite lodging all required documents over a month in advance of the due date they still couldn't get their act together to ensure the first payment I was entitled to was paid on time. It took a further month of waiting and many calls that were never returned and emails that were never responded to. By the time they finally made the first payment they stuffed up the account number it was to be paid into and they had to cancel it and transfer the money again, even though they were provided with the correct account details.
I'm now having to go through the whole drawn out process again for the payments to continue 6 months down the track.
121 days and still counting...
Absolutely disgusted in the time it’s taking to approve my claim, they don’t seem to care at all and are stringing it out as long as they possibly can.
I applied 121 days ago and still have no idea when I’ll see a cent from them.
I would not recommend this company.
If your entitled - then your in safe hands!
These days too many people just expect to be paid, it's about paying the right claim so that premiums for all are managed. Imagine paying every claim. You need to meet the requirements, you need to also have made full disclosure.
I'm sorry to say but the people below have it wrong! I get that times are difficult and yes you or a loved one may think due to your circumstances your entitled... take a step back and think "am I really" if you are you will be paid.
I know my claims are in safe hands with aia.
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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 .
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