AIA Australia Total and Permanent Disablement

AIA rung me Tuesday everything was organised yes we will send your information to your Solicitor good as I need doctors forms for Monday.Contacted solicitor today no forms gave AIA another ring asked if they had sent my doctors forms to be filled out to my solicitors no we don't send them anymore just use your old ones you received last year.Bad… Read more

practice that absolutely disgraceful.So I hang up and starting to get anxiety because this mob are so out of date with tpd.i decide to ring again ask about my paper work was told this time I need to get a initial letter that my solicitor is taking care of the matter for me.which they have my last 3 payments.never had to do this before.

I can’t complain my TPD claim was processed and approved within 4 weeks after applying. My husband assisted me with the forms and submitted all required Medical reports and Specialist report. It was a pleasure dealing with them. They are fair and straight forward if you have all the solid required Medical reports from your Specialists.

I'm 61, and recently changed Super funds. I thought I'd apply for insurance through my new super fund, and it was through AIA. After filling out lengthy and detailed forms about my health, and being honest, I just received an email with even more forms to fill out because I said I get the occasional migraine. All designed to situate any… Read more

loopholes they can if you ever have to make a claim. Having to provide detailed information about a such a trivial thing as occasional migraines made me nervous so I decided to look up reviews for them. I landed on this page, and reading through the terrible experiences of people who have had to make claims even concerning serious or terminal health issues, and the endless problems dealing with AIA, not to mention their premiums skyrocketing....I've decided not to sign up with them. Reading the heart-rending reviews on this page, this company is absolutely disgusting in it's machinations not to pay out. I'm so glad I checked here, and my heart goes out to all those people who have had to deal with AIA while battling health issues.

Terrible – What a joke, really surprised. Ignoring specialist report who is specialised in the diagnoses field but taking GP’s opinions into account. Also the GP might have said something differently but AIA teams are doing their own interpretation. I have a background of medical…..Seems like they are just looking for something to decline the claim. Believe… Read more

me these services are not to relieve the stress on sick ppl or their families/situation but they are making it more stressful….

Updates 11/01/2025 : GP has also responded to the AIA interpretation on his previous report. Letter submitted along with other medical records.

Let’s wait what AIA says now?

AIA MST & AFCA - Collaborating to destroy sick people’s lives! – After reading all these reviews from more than 5 years ago I can’t decide if I’m shocked or not! EVERYTHING reported here I have experienced during my (almost) 4 year horrific battle. Lies, missing lost or not received document's, twisted facts to alter my date of disablement (DOD), random definition and policy changes to suite AIA’s misleading… Read more

narrative, bullying, harassment (both me and my treating doctor), bouncing from assessor to assessor (both MST & AIA), ignored emails and calls, they finally pushed me over the edge (which I’m sure they set out to do)… AFCA been ZERO help…. AIA assessor ‘wished me all the best’ with my complaint to AFCA. AFCA assessor tells me it’s looking like compensation is due, then a year later tells me there are ‘people a lot worse off than me’… I escalate to his senior… a few days later I email him and get an out of office saying he’s no longer working with AFCA. Numerous emails to senior staff at AFCA and the generic address (as now in limbo with no help at AFCA) and NOTHING. This is only the surface… and I’m pleased ACA have archives of others with the EXACT SAME problems dating back more than five years. Proves the AISC recommendations are NOT being adhered to and I’m going to expose it ALL. They don’t have a problem taking $8k a year in insurance fees from me (policy commenced in 1997) but when it comes to my health and well being will not stop until my policy dies with me! The only reason I am still here is to protect my family from the horrific process they would have to endure to even attempt to claim any life insurance. This is REAL it’s been happening for YEARS and I am going to make sure the right governing authority’s know what AIA / MST and even AFCA have done to me!!! And it won’t be hiding behind a solicitor either…. They can face ME and SEE what they have done to me. Lying, bullying thieves should be ashamed of themselves. Even email CEO [Name Removed] - do you think he gives a dam…. NOPE! I’m just getting started here after all these years of mental abuse by AIA. Once I have the strength and financial ability back, they'll be lucky if there is not a mental abuse case filed against them (all three) too!

TPD long haul – I am now starting to realise there are a lot more people out there copping not just unfair treatment but a wide spread of in-house lack of care for people with TPD and other claims . These AIA policy holders are already in a vulnerable place and need to be reassured and kept up to date with their claim process. Unfortunately this doesn’t happen… Read more

with AIA. There are several similar reviews, where I have read they get responses at the 30 day mark, usually wondering whether anything has changed .This is very frustrating for people with PTSD or anxiety conditions to be waiting all day for an update, it is not cool. I am a 60 year old plumber recovering from spinal surgery and my Neurosurgeon has signed me off, otherwise I will end up using a walker. Not good enough for AIA, this has been going for over 12 months now and I continue to pay $1000/month premium. That’s good coin for them, I have had my policy over 12 years. Seems like I’m one of many in a similar situation. Look after your policy holders not just your shareholders.

Disgraceful – I've been fighting my Permanent Disability claim for 9 months I've provided everything AIA Needed except for my orthopaedic surgeons report which apparently know one can get but went to a doctor they have a few days ago.the experience I've had so far has been very poor.Have been told by one case manger if I won lotto I would not need them.and… Read more

another saying if I got up and moved a bit I would be better of disgusting manner when you get treated like that in Australia but I will keep battling on

Frustrating claims process – Submitted a TPD claim in November 2022 at the suggestion of my superannuation provider after I was medically retired. It has now been 8 and a half months and does not seem like any progress has been made. Feel like I am going around and around in circles. The monthly updates provide next to no information. I have been off work for 3 and a half… Read more

years and am struggling to make my mortgage payments. As far as I am aware, all required documentation has been supplied.

Lack of transparency a key issue with this product – When I applied for AIA TPD insurance, I was completely upfront about my weight (I'm obese, but all my other health metrics are excellent because I'm young and I do a lot of exercise), but they still sent a nurse to my house at 6:30am to take my blood, ask me to perform a bunch of exercises to prove I'm fit, and ask a lot of questions - she said I… Read more

did well and had no issues. She actually remarked on my good health re: my blood pressure and flexibility. Then AIA declined my insurance saying they never insurance anyone with a BMI over 35. Why they didn't just say that up front is shocking - they put me through all that for no purpose at all. Anyway I'm with another insurer now and AIA can enjoy a CCMC/GIC complaint from me.

Disgraceful an – I have received disgraceful treatment and been left in the dark in a time of need. 150 days ago first contact, 200 pages of medical documents. Going around in circles. No return calls, appalling. Referred to afca and talk back radio for helpful to share my poor experience.

Disgrace. Still no answer after almost 3 years – Unfortunately I had to give one star. This is far too high!! Facts: Diagnosed with chronic incurable condition that I have for life (hence the word incurable). Policy says it must be confirmed by a GP and specialist in the field. Well, try 4 different doctors (of mine)…..plus their own 3 x IME’s……totalling 7 x doctors. Could not work within my… Read more

training and experience any longer. Never will!! Applied for my TPD almost 3 years ago. And yes, they had absolutely everything they required, in the first application, and some they didn’t require. Even used a law firm. Still no answer to this day. That’s right, not even a yes OR no. Legal team now want to charge me a six figure sum for me to take this criminal organisation to court. And apparently this will take “at least another 12 months, oh and they will also cut off your income protection as soon as the court documents go in!” I replied, “excuse me? On what grounds?” To be told “aia always do!!”

They are clearly dragging this on and on and on hoping I either die or give in.

An absolute life destroying disgrace of a company. Steer clear of them. Don’t give them a cent (unlike stupid me giving them money for a useless policy for many years).

They have totally destroyed me!! Legal team says I will win. So why put people through hell other than hoping they die or give up?

Disgraceful!!!!

Great outcome so far – So I've been going through income protection claim and tpd claim for the last few years, my income protection claim was approved and the workers were really lovely to deal with as I have no income and was trying to get I on dsp at the time and was rejected. Yes there was delays but overall I think they are amazing with the support they have given… Read more ·  1

me. I'm just looking for my second doctor for my tpd but I'm feeling positive about the outcome. There was stress along the way but it's just been a really hard time in my life and I can say that they understood and really heard me out. I'm ever so grateful. ❤

Hear we go again retramatising the past – I lodged a tpd claim after 8 months going by they decline the claim due to a incident that happened years ago I suffered ptsd. The claim I lodged is of 100% physical nature I have a tremor and arthritis everywhere in my spine. I was bullied at work and unfairly dismissed...due to spending years in court when this happened....fighting a insurance… Read more

company. I have seen all the old long forgotten doctors reports, all bundled nice and neatly in a email nothing to do with the claim at all they are using my past experience against me some things in life are just sometimes left close to one's chest and should be allowed to do so. Having suffered ptsd, it's desperate discriminatory behaviour.

Stay Away – AIA is the worst possible insurance company. Stay away from them....do not take out insurance with them, as you will not get a cent if you make a claim.....besides that, they are rude, discriminate and will not think your claim is valid. They kept asking for more information and they still refused to pay out even after statutory declarations… Read more

were signed by highly educated professional practioners and JP. I hope they shut down. They are using peoples fears to make money.

2.5years and waiting – I have been getting paid income insurance until last week when I was cut off and expected to walk away, well, I can’t walk and secondly my premiums were 600 per month. Walk away to what. My son and I are completely cut off from any income! I trusted this company

Money Hungry Organisation – I joined CommInsure for almost 10 years on their Total Care Plan before it was taken over by AIA a couple of years ago on their insurance business. During the time AIA has reassured they will continue to offer the same service and conditions and will not affect my policy. However, I have received notice that the premium has significantly… Read more

increased this year by almost up 18% contrary to Comminsure policy on their premium by following the CPI index. This placed me in a difficult position to continue or not, if not that means I have wasted my investment for almost 10 years on this policy. If I select to continue, there is no guarantee another repricing in the following years with increases no one can afford. I have contacted AIA customer service complaining on this matter, unfortunately over 10 days no one respond to my complaint. This company is heartless and have no consideration for loyal customers and only aims at money grabbing.

Disgusting Criminals – Terrible experience. From my personal experience it is clear AIA have no regard or compassion for anyone who has a mental health condition leading to a TPD claim. Or maybe it’s just me. They have put me through a horribly evil and biased TPD assessment process that has exacerbated my condition/s. These disgusting animals have traumatised me for… Read more

over a year, and are now in the process of denying my claim. Their ‘independent’ psychiatrist and every medical practitioner utilised in my claim agree I cannot work in my insured job or field. So AIA are now trying to argue that I can do ‘something else’ to earn money.

Their assessors provide biased findings and intentionally misinterpret their own policy to attempt to avoid liability.

What a horrible joke. I had a government job and didn’t have a choice of insurance provider but certainly would use another insurer if I could go back in time. Despite accepting my initial Income Protection claim, they have made me wait the ‘mandatory’ 2 years to submit my TPD claim for a mental health condition and have now taken 13 months more to assess it.

AIA have a total disregard for my mental health and have driven me to consider the worst option as a potentially viable option.

My life has been in limbo for 3 years and they don’t care. Nearly every process takes longer than advertised/advised and they regularly miss promised deadlines.

I submitted a complaint about my claims process and rather than contact me and seek details about that complaint, AIA fabricated a complaint to their liking and provided a ridiculous response that only addressed issues they wanted to acknowledge and thought they could justify.

If you don’t want to experience how bad an insurer can be, and if you don’t want your life ruined just because you submit a claim you have paid for, you meet the criteria for, and are entitled to, then avoid, avoid, avoid, avoid AIA!!!!

Minus 5 stars

Thank you AIA insurance – Recently had a very bad injury at work which unfortunately ended my career as an electrician. I had TPD assist insurance with my superannuation fund which AIA was the insurer. The staff were very friendly and assessed my claim promptly. The assessor kept me up to date with everything that was happening and called me once everything was finalized.… Read more ·  1

I’m so grateful as this injury had put a lot of stress on me financially and I couldn’t fault the AIA team at all, the assessor was very kind and understanding. 10/10 thank you so much once again for the stress free process.

They will delay your claim forever and then just as you think you are there - Sorry need this as well – These guys are horrible, they delay payouts even though their own doctor that they referred you to says to pay out. 18 months and still waiting for a payout and it is still ongoing. I would never EVER advise someone to go with these guys. Make sure you find out who is doing the underwriting to your insurance, especially through your… Read more

superannuation, this is through Rest.

If you are insured with them change it now, as when you really need financial support due to an accident or illness you will not be able to get the money you are legal entitled to.

Their transparency is pitch black, their customer service is horrible if you can get through to them and heaven forbid you request a call back, you'll be waiting forever.

Also if you wish to lodge a complaint, you will be passed around the call centre until either they hang up on you between sections or you hang up in frustration. Then finally the person that you wish to lodge a formal complaint about wants you to email them directly.

Even trying to start a mediation service through this website and waiting for a week with on response really speaks volumes

They simply do not care about you! – Really disappointed with AIA. First they send me the wrong doctors report to be filled out, I had to do it twice at my own expense, then the assessor went on leave without a word, I’d been waiting for weeks for an answer on my claim, when I asked what was going on I was told the assessor is on holidays and claims will resume when he returns back… Read more

to work (too bad for those trying to make their mortgage repayments) then finally after 3 or so months they gave me an answer and decided to cover me but for less then 40% of my income. I had been paying a premium to cover me for double that amount. You think you are covered by insurance think again. They simply do not care for you, your finances or your mental health. Another thing is you don’t learn any of this until you need to make a claim, they don’t send you the PDS until after you sign up or make a claim. Even the PDS they sent me to review is RAC’s income protection PDS which states nothing of AIA accident and illness protection, How can they get away that..

I hate you AIA insurance – I lodged my claim 12 months ago and keep getting the same old answers from them. Oh we need more information. I've seen all relevant drs and psychologists. Have all reports to them several times. Oh we need more information. Even my drs etc are sick of them to the point where they have said to me look we have given them all the information .And we… Read more

are sick of them. I'm to the point of CRACKING and go and see them personally because they have ruined me Mentally and Financially. I hate you AIA insurance you grubs.

On the Brink of – ESuper default life insurer = AIA. Approx $2K per year for IP and TPD/Death. Good value but only if you don't need to claim. 2 years waiting for TPD. Legitimate claim. All paperwork submitted in very efficient manner as requested with assistance of lawyer. Doctors have filled in and submitted medical reports as requested. TPD should have been… Read more

settled 12 months ago but NO ... AIA now want more reports from doctors I haven't seen in some cases for 4 years and totally irrelevant to my claim. Delay after delay. Every excuse in the book to not settle. **A DECISION ON WHETHER YOU ARE GOING TO ACCEPT OR DECLINE THE CLAIM WOULD BE LOVELY!!!!** Looks like we are going to court for what would have been equivalent to 4 years salary in my job. Financial and mental stress is real. I've sold my home and will more than likely need to sell more stuff to stay afloat. My relationship at home is at breaking point. GUYS ... STAY AWAY ... TRULY THESE PEOPLE ARE NOT HERE TO HELP YOU. I wish I had done my due diligence but I never thought I would need to claim it until I did :( A NOTE TO AIA ... NOONE GIVES UP A WELL PAID JOB TO STAY HOME AND OFFLOAD ASSET AFTER ASSET BECAUSE THEY ARE SICK.

Aia is a joke – Tried applying for insurance as they are Hesta's "preferred" insurance provider. I work as an Emergency Department nurse in Australia's frontline fighting covid and was declined due to having a high BMI. AVOID.

Devastating consequences of trusting this company – Cannot agree more with all the bad reviews. AIA deliberately drag out claims process to financially cripple people. If you are insured with them get out before you possibly have to make a claim. Their first priority is to deny claims. They will use anything little thing you possibly forgot to disclose, even unrelated to current condition to deny claim. They have devastated me and my family.

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… Read more

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… Read more

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 requested 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!

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… Read more

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… Read more

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 has 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.  Show details

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!!!  Show details