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AIA Australia Income Protection

AIA Australia Income Protection

1.4 from 116 reviews

Reviews

1.4

116 reviews
5
(8)
4
(3)
3
(1)
2
(6)
1
(98)
  • Value for Money
    1.7 (46)
  • Transparency
    1.6 (45)
  • Customer Service
    1.7 (46)
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brett H.

brett H.Richmond-Tweed, NSW

  • 7 reviews
  • 30 likes

Late payments causing financial hardship

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateApril 2019
Claim ApprovedYes
See all answers
1 comment
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Jay L.

Jay L.Sydney, NSW

HORRENDOUS DO NOT USE!!!!!!!

published

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!!!!

Transparency
Customer Service
Value for Money
Claim MadeNo
See all answers
1 comment
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Jen

JenPerth, WA

  • 2 reviews
  • 3 likes

Positive Experience

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateMarch 2020
Claim ApprovedYes
See all answers
1 comment
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Mark F

Mark Fwangaratta

  • 2 reviews
  • 1 like

Tardy service

published

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

Mark

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateMarch 2020
Claim ApprovedNo
See all answers
1 comment
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Mark M

Mark M

  • 3 reviews
  • 3 likes

Terrible to deal with

published

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.

Transparency
Customer Service
Value for Money
Claim MadeNo
See all answers
5 comments
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Mark M
Mark M
AIA Australia
AIA A.AIA Australia

Unethical. Terrible. Now in financial hardship

published

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

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateNovember 2019
Claim ApprovedNo
See all answers
1 comment
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OrKas

OrKasSydney, NSW

No One does Anything

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateDecember 2019
Claim ApprovedNo
See all answers
1 comment
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Blake Jonathan H.

Blake Jonathan H.Central Queensland, QLD

  • 2 reviews

Hayley Thomson at AIA is amazing

published

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

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateDecember 2019
Claim ApprovedYes
See all answers
1 comment
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Shiri Stringer

Shiri StringerLongreach

  • 4 reviews
  • 8 likes

Pathetic Service

published

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

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateMarch 2019
Claim ApprovedNo
See all answers
1 comment
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Jamie T.

Jamie T.South East Queensland, QLD

Worst insurance ever

published

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.

Claim MadeYes
Claim Resolution Time3+ months
Claim DateJune 2019
Claim ApprovedYes
1 comment
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john

johntaree

Non Performance

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim ApprovedNo
See all answers
3 comments
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john
john
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emiliajager112

emiliajager112

  • 4 reviews
  • 3 likes

What a terrible experience

published
Claim MadeYes
Claim Resolution Time3+ months
Claim DateOctober 2019
Claim ApprovedNo
1 comment
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Charlie

CharlieQueensland

Wish I could give no stars bullsh?t insurance

published

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

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedYes
See all answers
1 comment
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Ashton

AshtonCentral Highlands and Goldfields, VIC

I am struggling mentally physically and financially.will struggle forever.hoping to get help from AIA

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedYes
See all answers
15 comments
Ashton
Ashton
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Samantha

SamanthaSouth East Queensland, QLD

Absolute joke for an insurance company

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateDecember 2016
Claim ApprovedYes
See all answers
1 comment
AIA Australia
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Income Insurance

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Suelorr

SuelorrWestern Australia

  • 13 reviews
  • 24 likes

If you are insured with this company you need to change it

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim DateJune 2019
See all answers
5 comments
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Suelorr
Suelorr

I like you cannot make comment

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Belinda

BelindaSydney Surrounds, NSW

  • 2 reviews
  • 1 like

Terrible service

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateSeptember 2019
Claim ApprovedYes
See all answers
1 comment
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Nicole M.

Nicole M.Greater Melbourne (Outer), VIC

Terrible

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateSeptember 2019
Claim ApprovedNo
See all answers
1 comment
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Peter H.

Peter H.Far West, NSW

Class action suit needed

published
Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim DateSeptember 2019
Claim ApprovedNo
See all answers
1 comment
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Garfield P.

Garfield P.Perth, WA

They lie, they abuse you and they don’t care

published

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.

Transparency
Customer Service
Value for Money
Claim MadeYes
Claim Resolution Time3+ months
Claim ApprovedYes
See all answers
1 comment
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Questions & Answers

brett H.

brett H.asked

Income Protection

Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims?
I wonder why

No answers
brett H.

brett H.asked

Income Protection

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.

No answers
Robert G

Robert Gasked

Income Protection

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

1 answer
brett H.
brett H.

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.

Get an answer from our members and AIA Australia representatives

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