What gives AIA the right to discriminate against a customer who has a disability and receiving income protection and after 3 years of phone conversations. And then at the end of 2020 send an email by my claims manager saying that moving forward emails are the only form of communication, and no phone calls. Why did AIA do that? Pretty sure that is illegal.
I am in the process of assisting ASIC with their intelligence and investigations against AIA for this and many other misconducts throughout my claims process (TPD) - I believe ASIC are in mist of concluding a lawsuit against CBUS and have MST/AIA in their sights next up. I am also (as I type and received this email notification) collating email addresses of Board of Directors and Executives worldwide, in preparation to send the Global Group details of my struggles, to let the world know I am exposing AIA Australia. My discussions with ASIC are not anonymous on my part and I am happily putting my name to making them accountable - not only for me and my claim, but as a voice on behalf of hundreds of other ill members being taken advantage of. They are beyond inhumanly cruel with the strategies used to wear sick, injured and ill people down and impose claim fatigue on us. Good luck with your journey, I hope my voice helps others like ourselves in the future. El
I hope so. Because I went through a lot more than that. Unfortunately they are so crooked, and prey on the vulnerable. And they have lawyers that support there criminal behaviour. I am totally traumatised still by how I was treated. How these people in AIA and the CEO sleep at night is beyond me. And including Rest who employ AIA and now TAL. Crying right now.
Can you please tell me why after lodging an IP claim 21 months ago, you AIA have still not made a decision. You are breaching your own code of practise by not making a decision within your own 6 months timeframe. I have no means of income, have provided several reports from my Specialists at a massive cost to myself and am now in such a financial state that I have maxed out my credit card and have no way of paying it back. I am covered for Income Protection under my Rest Superannuation policy so why AIA Are You Not Paying me What I Am Legally Entitled Too!!! I am at my wits end with the run around you at AIA are giving me with Assessor after Assessor not having a clue what they are doing, and just adding unwanted paperwork to my file. Do you actually employ staff members who know what Empathy is?, or are you all just a bunch of Robots who read off a script and can't think for yourselves!!! AIA I am going to see this to the end. I'm not going anywhere until you pay me my Income Protection. And I'll continue to go on all your websites and leave a glowing review!!! Not!!!
Lodge a complaint with the Australian Financial Complaints Authority. external link .
Cause i got rid of them dishonesty and liars i ran away
Ive lodged so many found theyre at fault and they do something else im out thank god
Wow, these reviews are crazy bad. All of them! Makes me think that it's not worth the extraordinary time, effort, stress and expense to even lodge a claim. My doctor said it will take him a lot of time to complete the paperwork, which I will need to pay for. I expect to only need 3-4mths of financial support so all they need to do is stuff me around for 3-4mths and then they don't need to pay. I'm better off just cancelling my policy as it's a lot of money while I'm not working.
I'm receiving payments monthly and I'm very happy with all of the support I've received, my question is I'm an enrolled nurse ,do I need to continue to keep my registration to continue to receive payments .
Hi Sally,
We’re glad to hear that you’re receiving the support you need. We’d love to further assist you, we have sent you a private message requesting further information so we can better answer your query.
Kind regards, -AIA Australia
It’s not really a matter for AIA. Are you still employed? If so, you might be able to defer or take a “leave of absence” from your nurse’s registration. If you can’t take a “leave of absence”, how difficult is it to re-start this? I’m in a similar situation after terminal heart failure, cardiogenic shock, multiple strokes and a heart transplant. I’m a teacher and on a “leave of absence” from registration.
dont stop or change anything, they will get rid of u as soon as they can, run forest run
AIA income protection or other life insurance policy holder, did your LEVEL premium got increase 2021 and now 2022? after AIA bought from CBA, I got 2 Years continue increase 15% each year. Even thought I am in Level premium. Is it fair?
Hi AAP, We’re sorry to hear your concerns. We’ve sent you a direct message to get some more information.
Kind regards, AIA Australia
They do increase even on level premium. The Hayne Royal Commission found that 5-10% was the usual. If yours has increased by more, complain to AFCA. AFCA quest any insurer to prove the increase was not unwarranted or unfair by asking them to show other increases for similar status clients (they will provide redacted versions).
run change bolt dont bother
Does AIA always place their workers on leave when they begin to try to resolve complaints?
I had a number of stroke events while being kept alive with an artificial heart. My complaint was sent to a senior complaints staff member. She contacted my neuropsychologist and asked some unexpected questions, but the neuropsychologist was unable to catch her. She is now on “extended leave until 2022” (over 6 months) and no offer of resolution was able to be made.
Will AIA try to resolve this ongoing claim issue?
Hi Brett,
Thanks for your message. We have spoken to the claims and complaints teams and understand that both have been in contact with you, and will be best placed to assist you with any questions you might have.
Kind regards, AIA
This is not an answer to my question
ohh geez how surprising, youve been given the push out or theyve got smart and left
Will AIA ever accept that I am unlikely to ever work again after my complex medical history and ongoing health issues after terminal heart failure.
Sorry in advance for the rant.
Terminal illness benefit: my wife couldn’t claim as I didn’t have an enduring power of attorney and AIA failed to advise of the Administrative Tribunal’s role in getting a legal order for her to act on my behalf as I lay dying in my coma world. Even if a claim could be made, I was terminally ill for about 2 or so weeks. Would an AIA Dr be arranged and be able to assess me in ICU in those 2 weeks?
How many stroke events did I have? My Drs can’t answer with a number. Obviously more than the 4 I knew about.
Was I in kidney failure again in January 2021? Depends on the definition. I have a “very small reserve” of kidney function. Seems like any illness will land me in hospital with kidney issues.
Will skin cancer come back? No one can say.
Have there been any teachers successfully return to work after VAD artificial heart, multiple strokes, cardiogenic shock, further kidney issues, skin cancer and ongoing immunosuppressant regime? I haven’t found any in Australia. There was one in a different city c2012) with VAD to transplant. He has now retired after returning for a year or so. A fellow in another city had VAD and is now described as “retired Deputy Principal” in a media article. These are published in newspapers. I know overseas teachers in heart groups who tried to return to work after VAD and transplant. Haven’t heard of anyone back full time.
Is the stress of dealing with AIA and trying to arrange return to work likely to help me in honouring my donor and their family by living a healthy life? That’s a big issue for me, and I feel guilty, anxious and depressed (as assessed by neuropsychologist and clinical psychologist as well as GP and heart transplant team Drs.
Will the stress of this one ing situation further shorten my life?
I’m at the level now where I just want to know that I will continue to receive the payments to support my family, try lower risk meaningful activities and enjoy the years I have left by seeing my kids into adulthood.
Is that too much to ask. AIA staff have stated that I need “reassurance”, and that the product they offer is “peace of mind for your family.
Hi Brett, Thanks for your question. We have spoken to the claims and complaints teams and understand that both have been in contact with you, and will be best placed to assist you with any questions you might have. Kind regards, AIA
Yes, AIA.
They have been in contact. Another complaint has gone to the Ombudsman.
u will get sent to their IME and made look like a fake, good luck yr gonna need it whatever u say, he will say the opposite google THEIR IME NAMES
How long does it usually take for AIA to accept ongoing payments as necessary?
I personally know of 2 people whose IP claims have been legally guaranteed until their policy expires (65 in their cases, as it’s been sold through superannuation). These people have both had cardiac issues and have been medically assessed as being unlikely to ever work again.
My cardiac issues were medically assessed as “terminal heart failure” and “met the definitions of terminal illness (source: heart transplant Dr and end stage heart failure Dr, respectively). I was also in a coma for a month, and my heart function (ejection fraction) was 5-10%, whilst AIA accepted the long term claim of some with an EF of over 30%.
So, how long will it take them to accept that I will need ongoing payments until my policy expires. Based on transplant statistics, I have a less than 50% chance to live until my policy expires, and the average life expectancy is described as 10-11 years (until I’m 60-61).
So there is a good chance that I’ll be dead before the policy expires, unless AIA act promptly. Or, is AIA’s plan to save money by placing me under enough stress to result in my death before the policy expires.
Come on AIA, you know that I’m never going to recover fully and return to work full time.
Hi Brett,
We are so sorry to hear that you have had a difficult experience. We have sent you a direct message to get some more information so we can look into this further.
Kind regards, AIA
Yes you did. A more senior complaints person contacted the neuropsychologist attached to my end stage heart failure team. The questions were unusual according to neuropsychologist. Was this senior complaints person asking if I would ever be able to return to work, with a view to agreeing to pay the benefits due under the policy until it expires? I won’t know because that AIA worker is now “on extended leave until 2022 (7 months)”.
Hi Brett, Thanks for your comment. We have spoken to the claims and complaints teams and understand that both have been in contact with you, and will be best placed to assist you with any questions you might have. Kind regards, AIA
Will AIA ever acknowledge that a person with terminal heart failure was terminally ill?
Will AIA ever acknowledge that a person who has received a heart transplant will never be able to work full time again, and will need to be on partial IP payments until the policy expires?
Hi Brett, We appreciate that this has been a very difficult time for you and can only imagine the impact that your medical condition has had. We understand that you have been through dispute resolution; if there is further information or feedback you would like me to pass onto the team that has been handling this, please feel free to provide this via direct message.
Kindest, AIA
Hi Yes, AFCA have found in my favour, and AIA have agreed to pay severity benefit. I’m currently on hold after my newest claims assessor hasn’t answered his direct phone. I’m trying to get support for essential rehabilitation to try to maximise my shortened life expectancy and chances of being able to ever return to work part time. It’s in your interests to support this, as it will enable me to earn a partial income and save you money, which is all you seem to care about. AIA’s lack of service is disrespectful to both myself as a client, and my donor family who made a selfless decision in a time of tragedy for them. How about you spend less effort on sponsoring professional athletes and teams, and more on delivering the service which people sign up for in utmost good faith?
Hi Brett,
We understand that you have spoken with your claims assessor and our rehabilitation team today and they have discussed the next steps with you.
Take care. Stephen - AIA Australia
So, is there any assurance for me that I am still “very unwell” and need rehabilitation which AIA will fund as per the contract of insurance and pds??? Or can a “lawyer” on AIA’s staff still avoid, delay or deny this essential support??? It just seems to me that I have had to fight AIA through dispute resolution and AFCA to get anywhere. Fortunately AFCA have found in my favour, and even AIA have acknowledged the support needed. “The right thing... at the right time (etc)”. It seems that there is a lot of talk about treating clients well in claims and rehabilitation, but it’s seldom backed up with actions. Or maybe I’m wrong and AIA have addressed the issues identified in the Hayne Royal Commission??? Merry Christmas anyway. I don’t blame any individual staffer there. You have to try to do your best in a broken system. Perhaps I could be of assistance in career counselling and retraining staff there for less ethically challenged work environments?
The offer of career counselling was a serious one. You have my list of prior employment. I’ve worked in the employment field before, and I’d be willing to undertake necessary training (perhaps a Grad Dip Psychology and M Psych to become a clinical psych, whilst working on “outsourcing” of AIA staff. I’m already qualified in HR Mgmt, which you have records of. I could become a Vocational Psych undertaking contract work for AIA). I can think of ways forward, but can AIA? What does AIA think of that, Stephen?
Hi Brett, thank you for your messages. When we spoke to you on Friday we confirmed that you would receive a call from a rehab provider today. They will be able to discuss any questions you have about the process moving forward.
Kind regards, Stephen - AIA Australia
Stephen Thank you for the prompt response. The EP has rung me today. He will meet me at the gym in the new year with the necessary fitness watch and arrange AIA-funded membership, which needs to be ongoing for the rest of my life.
I’m sure I’ll have more questions to ask during my rehabilitation and palliative intervention. I look forward to similar prompt responses and support from my insurer.
How do you get your post approved and who can help ?
Just be aware that AIA are now checking posts. If they don’t like a post, they will object, ie if its not complimentary to their “business model and operations” it will probably be rejected after AIA’s objections. AIA will object on technical grounds, in much the same manner as they try to claim to AFCA that AFCA can’t adjudicate on something because it’s not in AFCA’s rules. AIA seem to be racing towards a position of doing the bare minimum m, rather than trying to retain and gain clients through providing good customer service and meeting reasonable standards of claims processing.
Thanks for that Brett. But they have nothing to object to regarding Afca. I have emails the board and CEO of AIA and received an immediate response. Am willing to share how I achieved this with everyone
Hey Brett here are the two posts that are still pending FYI. Waging War with AIA To everyone who is having difficulties with AIA. It’s time for us to Wage War with AIA. Here are some things you all need to do! 1. File a complaint online with AFCA, APRA and ASIC and or the ACCC. 2. Comment here on Product Review and let everyone here know what you have done. 3. Send an e-mail to the CEO ( private message me for his e-mail, as Product Review will not allow me to post it publicly). 4. Keep the pressure up by calling them, and have your call recorded, and do and say what ever it takes to get under their skin, and keep doing it. I personally make it a point of calling once a day! This is what is known in the legal profession as “Papering Them” it bombards the company in paper work and places a SPOT Light on the company with the various authorities. This in turn forces them to speak to these authorities Or Else!. Not to mention the associated incurred Cost to AIA . AIA will soon get the message that we mean business! This is a company that is only interested in Profits, so all these additional cost (upwards of $2000) per complaint will hit them where it hurts the most! This is not an Australian Company, they are not listed on the ASX, they are a Hong Kong based company hence the don’t have to report to the ASX about their dealings in Australia. Cracks are beginning to show in their customer service agents, who are obviously under pressure from all the abusive calls they get, so keep the pressure up and keep calling them! There are more than one way to skin a cat, and this is how to bring AIA to their knees!
Still No Reply from AIA after 4days AIA have still not Replied to me after they sent me a private message 24 hours after my Initial post. No Problem!. AFCA contacted me today and I quote " They'll have to talk to us" Good Luck AIA , and you'll have to pay for the privilege of replying to AFCA! Would have been much easier if you had contacted me to resolve this! By the way expect a complaint from APRA and ACCC , and more cost to AIA - Ho Ho Ho Merry Christmas AIA :-)
Hi Ed, The status of a pending post will need to be picked up with Product Review as we do not manage the community moderation from an approvals perspective. Full details in regards to their posting guidelines can be found here - https://www.productreview.com.au/i/posting-guidelines. We are aware of your concerns listed above, with our Disputes team reviewing your situation; they will be in contact with you again this afternoon.
Thanks, Phoebe – AIA Australia
Phoebe, YOU ARE FULL OF C..P!
I made a couple of little changes to my original post which was approved by Product Review, but it is taking quite a while to get the amendments approved. Hopefully AIA don't have anything to do with it
Can I have the ceo email address
Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims? I wonder why
By the looks and sound of it Brett, they have yet to do any of the above. They seem to pay minor claims just to bolster their numbers so as not to attract attention from APRA!
You’re not alone in this view. AFCA. Search AIA IP on social media
It would also be interesting to see how long they let people claim for before cutting them off
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.
Unfortunately Brett, AIA is not a Australian company and is not listed on the ASX. They are a Hong Kong based company, and it trades on the Hong Kong stock exchange and NYSE!. They were also the underwriter for REST Super, until they Dumped them, in November 2019. Due to NUMEROUS complaints from Rest Super Members!! Google AIA Annual report 2019 , and see what they say about the agreement they had with Rest Super!
But they operate in Australia and are therefore subject to Australian legislative requirements for their Australian operations. Hence the Hayne Royal Commission heard evidence that singled them out. If that somehow exonerated them from following Australian law, an Australian Royal Commission couldn’t consider evidence re them. It would be a waste of time, anyway. They are subject to Australian legislation, and answer to AFCA. ASIC and APRA.
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.
WOW! Can’t believe I am reading all these negative reviews. I work for the federal government and my income protection is with AIA. I might have to give my super a call and ask for a explanation as to why AIA was chosen.
avoid them as much you can do.i even hired a solicitor because they are pathetic idiots
Anything they promise in their promotional material is far from the experience they will actually provide. They will potentially cripple you emotionally. Definitely change insurer.
Are you claiming through your super or AIA directly?
Through AIA directly. It's been 10 years of hell
Noble Oak has excellent reviews. I was actually going to go with them but they only offer 10% super where in the event I claim, AIA will pay 15.4%. Mines done through my government super . I rang them and they said there weren’t many problems. I’m going to stick with them through my superfund. Each case is different. I don’t know what reasons you have provided and I don’t know there reasons. Always 2 sides to the story. From what I am reading Through time forum, it doesn’t seem good.
Why do you always have different excuses every time i call ? My drs have sent reports tp you AIA ans now youv'e said you need more , so i phone to make sure youv'e sent the email ,and guess what no email wasted the drs time and mine so i call again and was reassured youv'e sent and yet again not sent . How dare you make people's lives suffer even more its stressful enough losing your job over an injury over no fault of your own people have mortgages to pay im fed up with the constant lying by your staff and have never have gotten to speak with my assessor angela why? Shes out to lunch ,shes just left for the dat , or shes in a conference all a bunch of lies stop delaying my payment, i am going to the ombudsmen ,and a current affair on channel 9 and get all the people whom are suffering like myself , you have 100% proof of my injury and approved it, why keep me waiting , i will never recommend this disgusting insurance , they are unprofessional and unreliable,
Hi Natalie I am in the same situation as you ! I am so tired of getting the run around and ringing them constantly ! They keep saying to me they never receive my documents and then I send and send but no communication at all ! I pray someone can help us because I am genuinely injured and have no money but have super and this so called income protection, I am stressed just like you but getting no where and no payment from AIA they are all uncaring and unprofessional we need to start a group and do something about this company! Sue
I am puting in formal complaint to the ombudsom, and their company as well also this week calling a current affair on channel 9 i am fed up of excuses and lies , they really think we are just another number when we have our mortages to pay and other bills i have a depression problem directly from my injury , i do believe they have their proticales to follow and need some time , they need to read their own product , as they advertise, they (help you in the event of injury or illness) hahaha false advertising liars.
Hi Natalie, a friend of mine works for a current affair and knows just how bad AIA are because I have been telling her about them for the last couple of years. Let me know if you would like me to put you in touch. Leigh Sales from ABC's 7.30 would also be an excellent option.
Thoughts on a class action suit people 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!
Fantasic news they have sorted out my claim ,thank you
Thats excellent news Natalie. I will also go to ombudsman and see if they do something but I don't have much time.anyone here please can help will be much appreciated thanks
I am also going to AFCA through lawyers and will be going to current affairs if its not sorted quickly as i cant take it anymore
Hi who is your governing body? Thanks
Hi Jack. I've sent you a direct message to assist in your enquiry. Thanks - Matt (AIA Team)
AFCA, Australian Financial Complaints Authority. I would encourage everyone here to lodge a complaint with AFCA. It will only be then that AIA will start to handle claims in a professional and efficient manner as opposed to the passive agressive customer service currently being provided.
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 :-(
ive broght the mental health awareness up in my obundman complaint as they were continually lying to me
Vicki P and Chris, I started my claim in February this year and it was not the best experience, when they accepted my claim only for one off $150 , I approached Maurice Blackburn, they actually advised me what to do next and assisted me without any cost. After contesting AIA decision, they approved the claim in August. Get help at start itself with lawyers if you struggling with mental health, it can be a rough experience if you don’t !!
No way! Ibeen on claim a long time & my mental health was worsened by these nasty people. My only advice is lawyer up - I used Brendan from Firths in Sydney on another insurer. I also pay $4k a year for an expert to liaise between myself and AIA. It is tax deductible & I call it moron management. It would be interesting if someone went AIA over discrimination through the human rights commission. Also that guy from AIA who replied, he is not your friend. He is just another link in their chain.
i rang about my policy today and they gave me wrong information on my policy . so they are not professional at all , her name today was Freya. AIA call centre
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 .
Hopeless looks like no one gets paid I had surgery in Jan still haven't got one cent! I've been with rest over 30yrs paying insurance I just get my solicitors to deal with it far too stressful for me I'm not on medication for anxiety! They don't care!
Did anyone else know they have a client advocate at AIA?
No I didn't I've handed mine over to solicitors, this rest insurance is an absolute disgrace meaning Rest deals with 1star AIA insurance you get no response what's so ever god forbid if they rang to see how you were coping!! The answer is they don't care!!
Is my annual leave part of my income?
Is annual leave classified income?
Get an answer from our members and AIA Australia representatives
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