AIA Australia Vitality

AIA Vitality is working for me – The Vitality program has helped me create positive life style habits, improve my health and lose weight. I got hooked in tracking and getting points and I try to make use of every feature and promotion of the AIA Vitality program to do that (gym discounts, step count, regular health checks, mental health support, nutritionist access, etc.). I love… Read more ·  1

reaching my weekly and major goals and getting the rewards (I always choose the cash back option). I feel I am continuously competing against myself and I imagine this is what the program was meant to achieve.

Creates good habits, and really good value if u work for it – I’m a convert. If you exercise frequently, and are prepared to log into the app once a week then you can rack up the points. I also like it rewards you for getting your bloods and vaccinations and such. Before AIA I never went to the GP. I now have a baseline and feel like I’d catch an issue earlier. When you add up all the vouchers and such, I probably get >50% back what I pay. Show details

Well targeted for people improving their fitness – I've been with AIA for three years now, and I've found their Vitality app & programme to be well targeted for someone like me who was not very active. I've gone from sedentary, to earning $5 rewards most weeks. Just finally got to Gold status which doesn't have a lot of extra benefits apart from some discounts (e.g. Virgin flights). Yearly health… Read more ·  1

check has been useful.

The only annoying thing is that it won't work with my Suunto watch, even though they've integrated it in other countries. I asked, and they wouldn't do it due to "commercial" considerations. Stuck with my old Fitbit if I want the activity to count. I can see other people have had issues with missing points. This has only happened to me twice for minor things, but I can understand that it is impossible to fix with their customer service.

It was ok to begin with but now are reducing benefits while making it harder to accrue points, I am a very active person and I now just find it a waste of time, at what point does it just become completely useless? Also have had problems using the woolies vouchers forever

I purchased life insurance through iselect. They recommended AIA Advantage Plus cover. We discussed what I would need to do to make a claim. I was assured that my family could make a claim if I became terminally ill. I thought AIA were promising a better tomorrow when I paid for “peace of mind for my family.” I asked iselect and AIA what would… Read more

happen if I was unable to communicate to make a claim because I was ever in a coma and couldn’t communicate. AIA checked with the claims team and said yes, your wife/next of kin and named beneficiary could make a claim if you can’t communicate because yours in a coma. Well, I was dying in a coma from “terminal heart failure” and “cardiogenic shock”. All documented by the ICU Drs and end stage heart failure team. My wife tried to claim, with hospital social worker and student social worker present on 2 speakerphone calls. AIA refused to even generic questions. AIA claim that they did NOT keep the phone call recording because it was erased. This would be unlawful in Australia. AIA did NOT check the this out by contacting the hospital social worker. AIA REFUSED TO ACCEPT THE CLAIM. All of this is unlawful in Australia. All of this denied access to the claims process. All of this guaranteed that my family did NOT have peace of mind when I was dying in a coma. Can anyone trust AIA insurance? iselect no longer sell life insurance on their own. My union-owned health insurance company no longer sells AIA life insurance products.

Just a tip — don’t pay too much attention to the AIA Vitality Age score. It’s designed to make your age appear higher so you’ll earn more points and use their preferred dietitians, gyms, and other partners to bring it down. It’s purely a marketing ploy and can safely be ignored.

Great Concept ... Terrible application – Love the concept and the cashback gives me incentive to push for my fitness goals... BUT .. the app is terrible. Inconsistent syncing and missing so much of my data. Tried everything to get it working consistently but have failed. The rebates that I receive through Vitality (and the incentive they produce) are the main reason I stick with AIA ... might be rethinking if the app doesn't improve!

Shocking app – Dreadful app, have connected and disconnected several times, missing heaps of points, have sent multiple screen shots of fit bit exercise. AIA app will not record data from fit bit versa3.

Such potential…but don’t do it – So I think the concept is great and I got the Apple Watch benefit and was pumped to start my journey. Unfortunately the app ruined all of this for me. I don’t trust the syncing or application of points. I have contacted AIA on numerous occasions about an inconsistency with the app and my Apple Watch stats. I’ve now given up and wish I hadn’t… Read more

committed financially to the watch because if I hadn’t I would have dropped my AIA vitality subscription so fast. Lots of red flags and it’s disappointing, they get their money from me and I get nothing in return at this point.

Poor customer service and claims – I wanted AIA to assess a claim for a surgery that involved a pre-existing and a new condition. I explained several times to the team that I needed the new condition assessed only and that I understood the pre-existing condition would not be covered. Despite this, they denied my claim stating I had a pre-existing condition (duh!). When I called… Read more

back and explained that they didn't even assess the new condition, they said they would speak to the claims team. To no surprise, a few days later they returned to me (via phone) saying that my new condition has now been assessed and it's also considered a pre-existing. If this is the case, why isn't there an email from a Hospital Service Consultant (like for the pre-existing condition) stating that there has been an assessment and the reasoning for the determination? My guess is that because there was no assessment and the claims team did not want to deal with it. The customer service of AIA is fantastic until they get you and appalling after you become a member.

Would give minus if I could – App is terrible. I switched over as I was promised all these rewards and it would save you money with the rewards you could earn. At the start yes app was good then they updated and since then it doesn’t record the points, hard to chose a reward if it does record the points. Way to much effort chasing the points. Thinking of changing providers due to it. Not worth my time and effort for this stupid app.

Stay away from this provider – AIA's app is terrible and their customer service is appalling. I've been e-mailing them for over 2 months regarding missing points because their app has syncing issues. After jumping through hoops and providing more information than reasonable, I get told that I initially missed the deadline to claim the benefits I was entitled to. It would have… Read more

been helpful if I was told this upfront and I only needed to request this manually because their app doesn't work. They really argue to not pay out the $5 vouchers without realising how much they would lose if an unhappy customer moves to another provider. Not worth the trouble!

unreliable – the theory is good, however in reality its exhausting and frustrating. the app doesnt record correct activities, it's consistently unreliable. I would not recommend this to any of my friends.

I want to give minus points. Terrible – Upgraded your app in April and then it stopped getting sync with Samsung health and I have been emailing Kenneth who is the worst customer service person I met. 3 months and still I haven't got my points. He is dragging this on and on. Worst application.

One of the worst – I joined up AIA Health Insurance to get onto AIA Vitality program and all I can say is that the service I have got so far has been one of the worst ever. Takes them 10 business days for any change to the program. There is no clarity anytime you call them for queries. Activity Points do not load accurately and I always have to send an email to rectify. Will be taking my business elsewhere.

Used to be good until they turned app exclusive – Been a member with them for the last 5 years, was great until they created a new app and deleted the old app and website and now I can't do anything with it, not even simple things like submitting a health declaration or submitting my dental check up. Can't see my cashback details either. Will be cancelling my services with them next month.

Horrible Service – My partner has tried for over 3 months to get his Vitality activated. He has phoned over 5 times to try and get it sorted. Every single time you they say they will get back to you in a day or 2 when they fixed it and it never happens. It has been over 3 months on useless fees we have paid with absolutely no benefits. Really don't know what to do… Read more

but either cancel or get a 3 party involved as this must be unlawful to charge someone and not provide them with a service.

Vitality Access – I changed insurers based on the benefits of the Vitality App, however since signing up 4 months ago I still cannot access any of the benefits. After months or attempting to login into the app and long waits for reply's from the AIA team I finally could access the app. Now however, I cannot link my Garmin account and receive any of the benefits… Read more

from physical activity. Each time I contact AIA I receive a 10 day wait for response and still no closer to a resolution. I will be looking to change insurers as they cannot deliver on the service the offer.

what a scam – I have tried to install the app and get activated for months. finally that membership has been activated but i sill cannot get to the app. I have still not received my cash back either. sick of calling them. i have had health insurance with one company for over 20 years and though it was time to change. but look like i will be changing again soon offer was good buts what's the point if you cannot get what they promised

Scam- Avoid at all costs – Signed up to AIA Australia for my insurance needs with a big drawing card being the vitality benefits. Purchased an applicable flight under the AIA Flight Benefit program which was confirmed by a staff member. I was due to receive the cashback offer within 6 weeks and it was never paid. If you call the general call line 1800 848 254, they… Read more

request you write an email to queries@aiavitality.com.au. I have written numerous emails and all I receive is an automated email telling me they will reply within 5 business days.

I am owed over $1,000 and every time I follow them up, I receive an automated email. There is very little care and responsibility under this service.

I have raised a request with Australian Financial Complaints Authority (AFCA).

I have spoken to others on this program and the feedback is all the same. Avoid at all costs!

Reward program is a scam! – When we signed up for this, we thought we can just achieve the points by doing physical exercise and get rewarded with points. Turned out to be it’s rather frustrating because: 1) there’s always missing points from our daily exercise or we were given lesser points than we were supposed to. 2) we have to write an email and often tells you that… Read more

you’ll get a response in 5 days (which I still haven’t got any form of communication even after multiple emails chasing our missing points). 3) whenever you email them or inquire about something, it’s always a computer generated email and tells you they will get in contact with you, but no, they won’t.

Should look for other options soon!

Customer service is a joke – Apparently it takes 2 week’s for an email to be sent, and Will who answered the phone whom I tried to have an issue resolved would have to be the most rude call center personnel I’ve dealt with on the phone. He literally offered no help whatsoever on top of this. Fair to say I will be canceling my policy

Poor service – We decided not to renew policy and requested refund for AIA Vitality premium that was processed as auto debit. Have now emailed AIA Vitality 3 times over 3 weeks and not received a reply. Very frustrating and unprofessional. UPDATE: I found a different email address from which I received an auto-reply advising I would receive a reply within 5 days. Not quite, but I did receive the refund that I requested so thank you AIA.

It's been a great addition to my AIA Health insurance. Use it regularly – I actually thinks it's a great product. Few more reminders for vouchers would be great, but cash back on Virgin Flights is great. $5 a week to exercise. And extra vouchers for hitting bonuses. Removal of hospital excess is just an added bonus. Show reply

Frustrated and Unimpressed! – I’ve paid my AIA membership for a years now and have been unimpressed by their app but especially their customer service. It’s honestly terrible. I’ve been waiting for them to fix up their own stuff up for months now. Every time I call I get stuck on hold, passed through their system and nothing gets sorted. No one has ever got back to me and I e… Read more

had to call again only to experience the same lame and inadequate service. My issue was finally was “escalated” weeks and weeks ago and it’s still not sorted out. I’m still waiting for “Julian” to message me back with an update even though I’ve sent through everything they have requested. I’m missing over a months worth of points! It’s honestly so frustrating. I would not recommend AIA vitality.

Can't live with it – 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 business model right. You pay to have… Read more

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.