AIA Australia Life Cover

I was transfered from Commonbwealth Financial Services to Resolution where AIA is teh Insuranve underwriter. My Term life Insurance in 2020 was arount $3.5k in 2021 Term life defined by AIA was $652k cover ( not sure how) and Premium i had to pay was $3.9k on 30 June 2025 (4 years later) my Term Life Premium fees is $10.8k and Cover value $781k. … Read more

Im 4 years the cover increased by $129k (by20%) and the Insurance premium fees increased 220% When i asked Resolution, i was advised its AIA Waiting for AIA... I was also told that due to age changes the fees....But i asked its only 4 years and Fees changed 2.2 times (220%) All my Super contribution was deducted to cover this fees mostly in last 4 years

Policy started at 6k, then 8k, then 10k and now 12k all within 8 years and with no claims??? Tried to cancel 3 times via email, filling out more forms and then finally called. Assured me it was cancelled and then guess what, deducted 12k? They finally rectified but as it was coming from my super it could have happened indefinitely. Unbelievable frustrating and you have to feel somewhat dishonest? Show details

A self employed tradie, my son bought life and income protection policies from AIA some twenty (claim free) years ago. For some reason he kept renewing those policies until realising, with the latest increases, he'd be paying nearly $3,000 a month. Encouraged to shop around, he bought similar policies (with better conditions and payout amounts)… Read more

from another company for less than a quarter of the AIA premium. This company would even make Ned Kelly blush

Disappointed with AIA – poor advice, excessive premiums, and no proactive support I’ve been a customer of AIA for several years through an insurance agent, and unfortunately, my experience has been extremely disappointing. Despite trusting both the agent and AIA to provide me with suitable, well-priced cover, I’ve since realised that I was… Read more

significantly overpaying for my insurance premiums, with little to no proactive advice, reviews, or meaningful engagement to ensure I had the right level of protection at a fair cost. The advice I received was passive at best, and at no point did anyone take the initiative to assess whether my policies were still appropriate or if better options were available.

It felt like a “set and forget” approach, where the only consistent thing was the high premiums being deducted year after year. When I finally decided to get a second opinion, I was shocked to find another insurer offering the same level of coverage for thousands of dollars less per year. The savings I’ve made by switching are substantial and frankly infuriating, considering how much I’ve been overcharged for such a long period.

This entire experience has left me feeling as though I was taken advantage of. I expected more from a company like AIA, especially when their products are distributed through financial professionals who should be acting in the customer’s best interests. There was a complete lack of transparency, personalised advice, or care. No policy review, no check-ins, no warnings that I might be overinsured or that my premiums were well above market rates.

The lack of accountability from both the agent and AIA is deeply concerning. If I hadn’t taken the initiative to question things myself, I’d still be paying inflated premiums with no idea there were better options available.

I hope others read this and take the time to review their insurance arrangements regularly. Sadly, in my case, neither AIA nor its representative showed any interest in doing the right thing by the customer.

I won’t be recommending AIA to friends or family, and I encourage anyone currently with them to double-check their cover and pricing. You may find, as I did, that you're paying far too much and getting far too little in return.

I have had a policy with AIA since May 2022. I have an issue with premiums. I received an email today informing me that my premium was increasing by $774 for the next year. So that is about a 22% increase on last year's premium. Since May 2022 my premium has just about doubled. I certainly would not recommend as good value for money. I will be cancelling my policy. Show details

Failure to Refund Monies Owed – Life policy was reduced within a month after AIA withdrawing funds direct from our bank account. A refund of +$7k was therefore due. All paperwork was lodged and acknowledged then a week later AIA sent a letter stating that they had received no response. This is just a stalling tactic to not release funds owed. A complaint was promptly lodged with AIA. Show details

endless loop of corporate obfuscation – Correspondence states unclaimed moneys (remediation of overcharging) have been transferred to ASIC. CSR cannot locate any details on their system. ASIC moneysearch have no record 4 weeks later. Call transferred 3 times incorrectly after repeating details all details in full. Consultants are all pleasant (full marks [Name Removed] CPCO & [Name… Read more

Removed] CCO) but the system is an endless loop of corporate obfuscation (thanks [Name Removed] CTO for the implementation and [Name Removed] CSO for the strategy)? Well done [Name Removed] CEO.

The remediation payment was ultimately made. No explanation was provided of what went wrong.

Terrible first-hand experience – I just got talked into buying insurance from AIA for Life and TPD but I feel like I made a big mistake. As "clearskyfinancial.com.au" My broker [Name Removed] and [Name Removed] were pretty great before I had signed and paid $5,000 for their services but no access to my life insurance and TPD policies online. TAL was much better that way. I cannot even see the policies. Show details

'Mission Impossible' to recover Insurance Premium – Cancelled a life insurance policy after dissatisfaction with no policy details and having insurance premium extracted somehow from expired credit card without prior notification. Cancelled on day of premium being extracted. What followed was 6 weeks of numerous phonecalls to gain refund. From day 1 was verbally told that the refund would take… Read more

place within 3-5 days via electronic transfer, When this didn't happen was told refund would be by cheque. Didn't happen...then told by electronic transfer-didnt happen, then another cheque promised. Didn't happen. Then electronic transfer and promise of email receipt confirming by close of business same day. Didn't happen'. 6 weeks and still waiting. Kept log of details and promises and is obvious that what was promised had not happened on each occasion, despite assertions to the contrary. Called it out for being deceptive conduct. Have started action via media and ombudsman. Appears to have got some attention today, after getting past call staff and on to supervisor who hide behind frontliners.... but will see when money lands back! Interspersed with trained staff repeating party pieces like "Thankyou for your patience, I understand your frustration. I will personally look into this etc etc." The bad publicity generated even by word of mouth must be costly. This is to get a refund on a premium, so can only imagine the pain being felt by those who are making claims after injury or illness.

Life insurance premium rises means having to cancel insurance – My original policy was with the insurance arm of the Commonwealth bank, I believe it was called Colonial mutual. After being referred to a person at the Essendon Branch of the commonwealth bank, he recommended life insurance. My children were young at the time and what if I was to die and they were left with nothing?. So cleverly they sell you… Read more

life insurance or should I say they sell you fear. I wanted income protection but guess what? (due to a minor medical condition) no we cant offer income protection. I told them I had quite a good superannuation scheme at work which had quite a good life cover. Guess what the salesman selling fear said "oh that's not enough" then did a whole lot of calculations e.g. your mortgage is this, a funeral costs that etc etc. Through all the fear mongering, I agreed to the life policy. I have had two meetings with commonwealth bank "financial" people over the years and laid it all out to them including financial struggles and guess what the advice was? you need to keep this policy. Did I expect anything else? Fast forward to AIA, my premium is nearly $900.00 per month. How much will it rise to as I get older? I'm 59. God forbid I should die tomorrow, how many excuses do you think they will find not to pay up? Oh your duty of disclosure, you forgot to tell us how many times you go to the toilet each day. Thanks AIA for selling fear (a commonwealth employee agreed with me today that its a fair comment regarding life insurance) I feel so stupid after all these years, giving all this useless cash which has meant struggling financially. Its ok AIA, you will be sitting there saying buyer beware. Have a nice day. No policy is not good value for money.

A scam – My husband has a life cover policy of around $500,000 with AIA - the policy is called "Vital Care Alternative". He is currently 61. For the last few years the annual premiums have been rising dramatically - have just received correspondence from AIA advises the monthly policy is now just short of $2000 a month. Obviously most people cannot afford… Read more

that, and for a policy of $500,000 it is a complete rip off. That is how they scam you - the cost of the policy rises dramatically as soon as you get to your late 50s such that you have to cancel the policy as you can no longer afford the premiums. Absolutely disgusting.

Update on my complaint in relation to AIA Insurance – I received a message, see below, to contact AIA insurance to discuss my concerns about my claim. I contacted the number provided, which is their general number. After speaking with an admin officer, I was put through to [Name Removed] a claims manager. [Name Removed] called me a "liar" when I told him that I had already been identified by the… Read more

admin officer. He told me that I had not provided any identification at all. I agree I did not provide my state and postcode, however I provided my name, date of birth, and address (without a state and postcode) to the admin officer. [Name Removed] said knew my name was [Name Removed] and that my case manager "[Name Removed]" was not available, yet apparently [Name Removed] did not know who I was. So, AIA Insurance, I called your number, the staff were very unhelpful. I am yet to receive any update on my claim. I would simply like you to refuse my claim so that we can finalise this matter in court. Until a decision is made I cannot do this. You are just a bunch of the lowest grubs that God put breath into. You didn't get the answers that you wanted when the doctor did his report, and as a result you are trying to manufacture a way not to pay my claim. You have had this claim for 9 months and you have done nothing with it. I have always paid my premiums, I am entitled to claim against the policy. I can't even get an update as to what is going on with my claim.

AIA Annuity: Robbing and taxing the dead – My mother had an annuity with Comminsure which later became AIA. After her death, they still owed four payments. When initially contacted by me (one of her executors) after her death, they were not forthcoming with any information but were happy to take details from me. They refused to deal with my mother’s solicitor but wanted documents signed by… Read more

both executors ie myself and my uncooperative drug addict sibling who outright refused to take any instructions from the solicitor. After years going through the Supreme Court, which included delays due to covid, this vile company finally received from us the papers required to close Mum’s account. After having the final four payments in their possession for years and earning interest on that sum, when it came to paying out that amount to Mum’s estate, not only did they withhold the interest earned, but they still withheld tax! I complained and they payed most of the debt but still withheld a bit. The entire matter is now the subject of an AFCA complaint. The most disgusting thing about them is that they are unapologetic and are quite thick: they think my ‘major concern’ is that I want the piddly little bit of remaining debt they owe to Mum’s estate. However, had they bothered to read my complaint properly, they would know that MY MAJOR CONCERN IS THAT THEY THINK THEY CAN GET AWAY WITH ROBBING AND TAXING THE DEAD. They’re disgusting. I’m sure they do this all the time. Be warned !

Horrible Insurance Company – They will take your money but will not provide you any help when you need it most. One of the worst insurance company I've come across. Note, AIA is NOT an Australian company, it is a Hongkong company. I was with another Australian based insurance company and was stupid to switch to AIA!! Show details

Criminals – been a customer for 10 years. They sent a letter saying premiums going up over 20% despite us never claiming, when i question, they can now canel and give us a new posily with the same cover for a third of the price. Dogs, even if it was free i still wouldnt ever do business with them again. Show details

Would give a negative rating if possible – So my mother held a policy which recently ended. She was meant to receive a payout for approximately $65k and instead received a payout of less than $40k. Been trying to sort this matter out between AIA and now going to AFCA and it has been over 1 year now. AIA really love taking their time to respond to each email, approximately 1 month to get… Read more

a simple response to any email sent. Infact my initial enquiry took close to 3 months just for then to lie to us and say the figures were 'correct' which is absolute crape.

AIA preyed on my vulnerable parents who couldn't speak English and were not financially literate at the time to only make false promises and screw them over.

Complaint lodged with AFCA last year, still being sorted out

Stay away from AIA! – We decided to cancel husband's life insurance. Filled in the appropriate form and waited and waited and waited for a response. Emailed them, rang them, snail mailed them. Still not a single response. Then got our annual letter from them advising of the premiums for the next 12 months; and again, no acknowledgement that we'd cancelled husband's… Read more

policy. And the cost of this policy for the next 12 months was going to be 4 times as much! As we'd been paying the policy by direct debit for some years, and as the date for the next (4x!) payment was only a few days away, we had no choice but to cancel our direct debit card to prevent AIA from deducting funds. Which meant we also had to change the direct debit details for various other services. Thank you - NOT! - AIA!

Can't live with it – Have TPD, Life and Income Protection. Found out I am a member of AIA Vitality (I assume the paperwork was in with the insurance paperworks, I think I used their website a couple of times when they sent me a random e-mail), apparently they've been taking money from our old account which was shut down earlier in the year. Let me see if I've got the… Read more

business model right. You pay to have vitality, pay very high premiums (seem much higher than the competition and getting higher), then people who have plenty of time, can use the app to register their exercise, do surveys and receive medical exams (some of which you would need to pay for I assume) - then they get some small percentage of their premiums back.

My AIA premiums went up $700 in the past year, guess my premiums are funding all of the AIA accounts which have enough time to use AIA Vitality...meanwhile AIA's competition is offering for $650 less.

Update: AIA wanted to discuss this review, I was contacted by someone from AIA vitality who walked me through what AIA Vitality was, which did not answer any of this. It then went to their complaints department, who did a study/review and found that since 2019 my premiums had increased by 110% in 3 years and our level of cover had increased by 16% in the same period.

Bad experience – Hi i had my life insurance with Comm Bank for around 15 to 20 years and then the insurance was transfered to AIA as they might have bought the insurance part of the business and when i received the policy from AIA i found that my full name and my wifes full name was not there on the policy. I called them to rectify as they put me on a long hold i… Read more

sent them an email with our identity proof so they can change accordingly but after few days i received a procedure for change of name. that is when i approached the comparision your life insurance quote who gave the quote including from AIA which was lot more cheaper than what i am paying AIA which shocked me as to how an insurance company cannot look after their long term customers and give better rates for middle men which i have been paying for years. So i decided to cancel the policy and sent the email for cancellation yesterday and followed up with a call today which they answered after a long wait to be informed that it will take 10 to 12 days for cancellation. They make the life hard as we can call only between 9am to 5pm monday to friday which makes it hard when we are working at office to stay on the phone, next is the customer should not have to go to compare the market to get a better deal from the same company where his insurance is currently with as makes no sense.

IF YOU ARE "CASHBACK FLEXI" POLICY HOLDER, PLEASE HELP ME!!! – After 15 years, My policy terms has expired on 18 Dec 2021. both of me and my AIA adviser made more than ten calls, JUST COULDN'T GET MY FUNDS BACK. AIA, you are such ..... Show details

Does not sound good – My super fund will be changing insurers on 01/12/2021. So I thought I do some research. I did not get far in these reviews before I seen a pattern forming. Thanks to all have written reviews. After looking into it. If AIA Group takes over my Income Protection, Permanent Disability & Death cover it will cost $270 more a year. & from what I have… Read more

read here I am unlikely to receive the agreed financial remuneration in these AIA Group policies. It was required to rate with stars so I rated the same as the all the reviews I read.

shocking customer service – 3 attempts this month to try and update my details. Each time forms are submitted requesting an acknowledgement that they have been received & actioned. Crickets.... If they cannot help with a basic update, how can I be sure they will assist with a claim! Show details

Appalling – 39 year old male. Non smoker and non drinker. Declined insurance through due to type 2 diabetes. Despite being fit and healthy and well controlled. Not even an exclusion just straight denial. How appalling. Show details

Terrible and just really long and painful processes that do not make sense – By far the worst experience ever. Endless paperwork and back and forths. We have been wanting to surrender a policy since November 2020. We're now in August 2021 and we still haven't sent it. The amount of red tape back and forth is just stupid. Thats a space of 8 months. To this date this is still not sorted. They were so incompetent that they… Read more

didn't even know about the policy my mother took out with them 20 years ago. The excuse was because it was so old. We had to educate them.

Anyone thinking about taking out a policy with this bunch should think twice. When our mother passed away, she forgot to remove my father from the beneficiary list when he died a year before her. They wanted us to resurrect his bank account despite the fact he was not around, and we despite the fact we had certified documents of granted probate with the will showing that we were the beneficiaries of our fathers estate as well. Not only that we had to send the same certified documents for various different policies even though they have the information on file. That was a total of 3 times.

Legacy processes, legacy products, untrained staff that are only following mindless processes but when asked why, they cannot explain. They are not trained to think for themselves around what is logical and reasonable. I would encourage anyone to look to a more reputable company. We received no hassles with the other financial institutions.

Nobody helps at AIA – After I signed up for an insurance, AIA charged an extra fee. When I contacted then, every operators come with different explanations. And I cannot resolve the problem. Nobody is responsible and helpful at AIA. Show details

Disgusting service by AIA and broker – Just want to warn everybody to take a serious look at your financial advisors and the companies that they place you with Here is my short story dealing with AIA insurance and #### ( I will name the financial advisor firm in the coming days) For several years I was sold income and life insurance this year as my renewals approached they… Read more

withdrew the funds on the 29/4/2020 for a policy that was due on the 7th May. I decided I wanted my money back and emailed them on the 30th Aril 20202 explaining to return my funds, as I wanted to use the funds for other things, bills or insurance with others. please note both funds were withdrawn on same day (29/4/20). On the 12th of May I was returned the smaller portion of $507.68 not the $4040.65 which was taken the same day, so I waited a few days and on the 16th of May 2020 and was told it was in the process, well it’s nearly 4 weeks after taking my money and these people wont return it Just imagine if you put a claim in for a payment WOULD it be PAID I caution everybody that deals with these people. Clearly returning funds isn’t a priority for this firm’s. Please do your own research, I have and I will NEVER deal with AIA Insurance or ####### as refunding money seems to be a issue so be careful everyone I am in the process of formalizing this complaint with further documentation to AFCA (The Australian Financial Complaints Authority) so be careful everyone. AIA insurance remember the name Today I received a email ( below) from the financial advisor after the firm taking hefty commissions for 9 years in total (to be honest management changed mid way in that time) you would think 9 years of commissions on $45,000.00 it’s the least you could do, but to think they thought about charging me a fee to get my money returned and have them return a commission for something that hadn’t started for another 7 days when the policy renewed

Please note: I am willing to help you in this matter even though you have terminated your services with us and you are not paying us a fee to help you in this matter. In return for us trying to help you resolve this matter, I would appreciate it if you would not imply or state that the ( a Geelong FInancial Adviser ) has or is trying to stop you getting your money back

Worst ever policy Diamond life – annual payment $5399 , paid it every year for 12 years. the agent said i will get $5,000 back every year till i reach 100 years old. the agent did not tell us she gets $2,100 comission in first year and $100 every year for next 5 years. Then now after 12 years i find out i do not recieve $5,000 every year . but only $2750 every year. !!! now i… Read more

have paid around $63,000 in total for past 12 years and if i decide to end the policy i get back only $50,000 . yes i got riped off hard and my hard earn wage for past 12 years gone.!!!!!!!

Unexpected rise in monthly premiums – Got life cover just 2 years ago. Advised that premium is fixed upto 75year age and it will rise by 5% as cover will also rise by 5%. But 1st year they raise 8% and this year 35% cover raised by 5% only. Sending emails, trying to get any answer on phone but nothing is happening. Going to cancel the cover after paying huge amounts for last 2 years. wastage of money. Not recommend to anyone. Show details

Aia Once They Have You Premiums Just Skyrocket – They get you in with affordable premiums, then once they have you, they just jump 20/60/ now over 100%, knowing they had you hooked in less than FIVE YEARS. Its robbery i need to get out!!! Dont be sucked into "honeymoon" initial premiums. One can assume this practice speaks volumes about how they will likely settle a claim when the time comes?! Show details

Monthly premium increase over 60% – As a 63 year old, annual premium increases are expected, although as a long time customer (over 10 years) it is hoped that this may count for something. In November 2017 my life insurance needs were renegotiated to a more acceptable premium level, including joining AIAVitality (currently Gold status). In the 15 months since, the premium has… Read more

increased by 61%. I have since spoken to 5 representatives (roughly 1 per weekl), all of which have provided firm undertakings to provide premium breakdowns and to revert with solutions to address the massive premium hikes. So far (after over a month), there has not been one response - no phone call, e-mail - nothing. It seems the issues facing the industry, such as the outcomes of the royal commission, were not shared with this company. "Honeymoon rates" are available on the internet fo this company it would appear as new client premiums are much cheaper than existing client premiums. Self insurance seems the only answer.