Worst ever experience with an insurance company
It took me five months to get my husband's claim. So many emails and phone calls. Only when I threatened to go to the ombudsmen did a manager ring me and sort out my husband's claim. Case manager never contacted us. It was cancelled out of the blue again today leaving without money. I rang last week and updated my husband's condition but when I rang today there was no record of it. I had to submit his original claim 4 times. I'm over being treated like crap. My husband paid his insurance and is entitled to it now he is sick. Shame on Hesta for using such a bad company. I'm ringing Apra tomorrow. Enough is enough.
Baddest of the baddest
So I have a TPD claim through Rest but the underwriter of the insurance was AIA. To cut the story short, my claim has been 2 years already and they still haven’t made any decisions for this claim. My lawyer was very proactive in following up on them by giving all the necessary documentation and evidences regarding my health condition and yet they’re the crappiest of the crappiest! So funny because my Income Protection claim through AIA as well got approved with the same health condition i made claim and yet this one hasnt. My lawyer also reques...ted to use the CMO’s report from my IP claim to be used as evidence for my TPD claim, he had sent AIA at least 4-5 letters since last Feb2020, and out of nowhere when i was in disagreement with someone in AIA regarding at my IP claim between Feb to present, out of the blue they had told me theyve changed my assessor and surprise surprise, they didn’t informed my lawyer about it while us where no clue and waiting for them to respond regarding our requests and didnt even bothered responding or acknowledging the letters been sent out to them and have to wait a month before responding to us. what kind of professionalism do you guys have?? nothing! worst insurance provider! i swear if my tpd claim gets rejected again this matter will be brought to afca and to court as i had endured so much stress already since this claim was been lodged and nobody even bothered contacting me or my lawyer explaining all of this! you guys could have done this by getting a medical professional to consult just like you guys did for my Income Protection about this health condition and the severity of it but no, you guys opted to do a lot of delaying tactics, getting our premiums from our super, yet you guys treating us like the lowest of all!
I applied for my AIA Tailored TPD through Sunsuper this year and can only say it was a great outcome and thank the staff for the excellent treatment I recieved, (I had already been successful in my Income Protection claim for which I have also left a review where I really only had the 1 complaint). I was told at the start, it would take between 3 and 6 months to process my TPD claim, it took about 4 and a half months for a successful result. I guess it's easy for me to be positive because I have had 2 successful outcomes but I also went through...all the waiting for phonecalls and updating medical records and the doubts, but just complied with everything they asked for and while I'm still not in a great financial position, without their help, would be far worse off. If I was to pick anything that they could improve on, it would be to help explain more about the different tax outcomes, so if you are successful, you can make an informed choice as to what you wish to do with your payment. Update: Only 1 real complaint After my workers compensation was exausted, I applied for my Tailored AIA Income Protection which I pay for through SunSuper , although the process was time consuming I still had a reasonable experience and was successful, the thing that I was not aware of and not happy about was the fact that they back dated till the accident and because I had been on workers compensation during that time it apparently offset the payments so instead of now being covered for the next 2 years, I was only covered for the next 1 year and therefore saving AIA a years worth of payments. While I am still grateful for the help, I do think they have robbed in someway.
Very bad company
I claimed income protection and permanent disability three months ago at first it was going fast then after three weeks heard from nobody since .I call and they say someone will call you they never have two months later ! Then I receive a letter more paper work really I have sent everything meanwhile I am going broke and will have no where to live have been with rest for 28 years.I stressed and now sicker because of stress shame on these people now rest have changed insurers makes me wonder why .
Oh my....disgusting. Worst service....EVER!
AIA are the insurer for Rest Superannuation. I have been a part of REST for 26 yrs. Never made a claim, always paid premiums for insurance. A Rest consultant asked my circumstances when needing to withdraw some super & suggested I make a tpd claim. 4 months have passed. No follow up every 10 business days, as promised. I've called only to receive not alot of help/information regarding progress of claim. The representative handling my claim has only called ONCE in almost 4 months (initial consultation & email the next day). It seems paperwork ha...s been "lost" then "found", a delaying technique I believe. But I have been unable to speak to my consultant, nobody ever puts me through to him....which is frustrating in itself . But I just keep calling....every few weeks. Apparently my claim was escalated a week & a half ago ....I was to hear from my consultant by yesterday. Did I ...."NO"!!!!! I was told the process for my claim would take 3 MONTHS, by all consultants I spoke with ....then, as that time approached 6 MONTHS (please don't deny this - check your recorded phone calls). Also - my paperwork was signed off by 2 gp's, 2 health professionals. I was told from day 1 this is what was required. Nothing more. It's listed on paperwork too. One of these gp's has looked after me/my condition for 8 yrs now!!!! Last phone call I made there was mention I would possibly need to consult with a 3rd health professional. 4 months have passed. I could have been doing this from day 1??!!! How can someone possibly make a judgement about my condition in a short space of time to provide relevant information to an insurer. Surely 8 years of history is enough. I am furious & upset !!!! More delaying tactics.This really is the worst service ever. Plus I have experienced homelessness during this time. YES, my condition impacts me working & earning a decent income. Every day is different & I'm not sure what that day might bring. Hence I'm making this claim & it will be followed up by a solicitor if need be. Wish I could write something positive here, but at the moment I've got NOTHING....
Incompetent liars is the first thing that comes to mind.
One email address that is unmanaged known as the black hole. Constantly making excuses for delays they are responsible for. Take no responsibility for their delays. Terrible at recording information on calls. Constantly going around in circles, having to repeat myself constantly. No sensitivity to my mental health issues and have been lied to on several occasions. I get better service from centrelink
Absolutely useless company
I’ve been with them for years, recently they took money in advance out of my super for insurance payments for 1 whole year! Customer Service is hopeless and so are their advisers. I have an adviser and they can’t even fix the issues. Once I get my money returned I’m outskis. Do not waste your money with this company they are totally incapable.
TPD be dead before you get it
Provided 2000 pages of medical information, scans, blood test results, photos., three months ago. Have been told they are waiting on two doctors reports. I haven’t seen one of them in over three years.
There is no more information to get. In the mean time medical treatment is beyond my financial means.
I will never take out another policy with this company nor will I recommend it to anyone else.
Cancelled Policy still attracts unauthorised debits
Canx my TPD cover only to discover AIA and their Advisers debut my accounts and then refuse to reverse the error. Been nearly a Month of excuses and approvals and escalations but still no refund! Don’t go near this outfit!!!
Questions & Answers
Reading all these comments, it's horrific when your waiting on a tpd insurance claim to get approved or rejected, I have supplied all the documents they requested, it's been over the allowed time for them to give me a decision, it's been under review , under review now it's been assessed by their chief medical officer zoran, I think they are going to keep reviewing it until I've killed my self, I can't believe my lack of common decency these people have, I'll say one thing, if I have to pay a lawyer to get what I'm entitled entitled to, I'm gonna spend the rest of my disabled life making sure webpages like this are not the ones I find 7 months after I lodged my claim, I've been researching tpd claims etc and my underwriter and it's only now I've found what I've dreaded... actual legitimate customer reviews, talk about kicking people when they are down...
I'm so sad.and overwhelmed of the phone call to finally comes and here what excuse they use to invalidate my life, trade qualification, career, health and insurance policy, oh my god what will I do
Sorry to hear your story.
I don’t have TPD with AIA. iselect convinced me that being paid income protection until I’m 65 (policy anniversary, not actual birthday, but only a few months in it) was just as good.
Do you have your policy through superannuation? If so, when did you begin the super? My super is from 1994, and the TPD definitions are certainly tougher now.
Do you have terminal illness benefit? I have that with AIA, but they refused to talk with my wife when I was terminally ill in a coma (surgeon and specialist both have put this in writing).
Have you gone through AFCA? It’s a free service. You can look up past case decisions online. Look carefully at your relevant TPD definitions in the correct product disclosure statement. The older definitions are easier to meet.
I really hope it all works out for you.
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Phoebe - AIA Australia
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