Hi, it's already 3+ days since I submitted a claim, but no reply nor anyone picks up the calls. I've submitted multiple claims, latest being Claim Submission Claim_1769730556843. Claim about- Surgery Consultation Level B From Dr Austin Ko Provider no. 5965909Y, Including a urine test in a pathology with a receipt no. 31058
Can i get an update on this please.
Thanks for reaching out. We've sent you a private message to confirm your contact information so we can look into the status of your claim.
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.
will my terminal illness/TPD claim turn into me fighting for insurance entitlements with my last breath?
Hi Didda, We’re really sorry to hear you are concerned about the timeframe for the assessment of your claim. Please note, we endeavour to assess claims quickly and provide clear updates, we sincerely apologise if that has not been your experience. Could you please message us privately to confirm your full name, date of birth and claim number? Once we have this information, we can reach out internally to ensure that an urgent review takes place, and that you receive a detailed update.
My husband and I took out separate funeral protection insurance in 2014 and our ages at the time were 67 and 69. After paying premiums (which increased each policy anniversary - as did the benefit amount) for ten years, we received letters advising us that we should look at cancelling our policies as there are significant price increases after the age of 60 and we would end up paying more than the benefit amount. As we were well over 60 at the time of starting the policy, why was this never mentioned during the previous ten years??? It seems that AIA do not offer funeral cover 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.
worst company we had to deal with took 8 months to get her income protection s top paying started paying sent statements stop sending wont post anything treated like garbage now there advertising stay away warning if you are born after 1958 you income protection will not cover you till your retirement if you are a lady age 60 it stops not 62 what a rip
Hi Nicholas,
We're sorry to hear about your experience. We'd like to support you in resolving this issue. Please send us a message with your full name, policy number, and DOB so our team can look into this for you.
Kind regards, -AIA Australia
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
What is the maximum period of time a client can be on a disability income insurance payment schedule?
I’m currently on a 12 month schedule, but is there a legal reason why it can’t last longer? My multidisciplinary heart transplant team have certified that I “can’t return to employment”, but AIA don’t seem to want to accept that I can’t work again.
No answer from AIA, as per usual. It’s now with AFCA.
2 years then they will get rid of u they send you to dishonest hand picked IME that will report the opposite to what you say
That is what I fear. It’s bad enough that they don’t recognise “terminal heart failure”, being given “hours to live” and “cardiogenic shock” (published mortality rate of 76-91% in a cardiac ICU/ heart transplant unit, global statistics from 2019). Having AIA absolutely shock a very experienced terminal heart failure team social worker when they firstly hung up the phone on nominated beneficiary/next of kin/wife, then say they couldn’t answer any questions in a phone call (as I lay dying in a coma, they asked if I could communicate) whilst in the real, legal world, state administration tribunal could make a legal order of financial control to my wife, but AIA did not mention this. The recordings of those 2 calls were erased allegedly, despite laws requiring them to be kept (the social worker and student social worker both heard the calls n speaker phone). AIA refused to honour their pds statement that “we may (make 1 month payment) without documentation.then misrepresenting a pds clause for severity benefit by omitting “this may include standby assistance” which I absolutely did need whilst bathing with an electrically powered pump keeping me alive (that was quickly rectified when, after a telephone mediation with AFCA, they sent out the full question that afternoon. Of course, they employ at least 1 barrister in-house who refuses to release other hone calls in which he and a claims team manager both discuss other clients with me. AFCA has fund in my favour already, it’s costing AIA fees each time a complaint is lodged and progresses. Yeah, AIA is as trustworthy as the sum of its actions.
Will AIA ever answer this basic question? Or does anyone here have any insights? It’s really a legal insurance question.
When I was dying in my coma world, I had visions of being dragged down into a cold dark place. I looked back, saw my wife and kids and decided to fight my way back to them. Medically, it was ICU psychosis (it’s a thing apparently). I could hear real things as well. (I also danced with penguins and was singing the muppet’s manamana song about as I rode in the Muppet car).
I now have an idea in my head that I want to do a tandem skydive. I think it could be cathartic. I’ve never liked heights. My transplant team have approved it, despite our mental health professional telling me it sounds like a waste of another landing option within the plane.
Life insurance companies have exclusions and penalties for “adventure sports” (I used to some before I got the insurance) including skydiving as a sport.
I’ve asked AIA if they’ll cover me for 1 tandem skydive, but they haven’t responded. It’s been about 2 weeks since I asked. I got the idea from a young man in Belgium posting photos of him doing a tandem after VAD to transplant. He’s about 3 years post transplant.
Could AIA refuse to pay (again) for an actual death if this goes badly wrong?
My Premiums have increased by 268% over the course of less than 4 years. How does AIA justify this. I have asked via your support emails but have not had a response for 2 weeks. Maybe a public query will help?
Hi John,
Thanks for reaching out and we're sorry to hear of your experience. We've sent you a private message to confirm your details so we can escalate this for you.
Kind Regards, AIA Australia
Thankyou. I have DM'd you as requested and will eagerly await response to which will form the basis of my formal review.
Good luck. You can expect a long wait for any answer
Does AIA always insist on clients signing a “gag order” (as described by Choice Magazine) when they try to offer a settlement of less than 2% of a claims value?
(BTW I know someone who did sign one, but posts on social media the details of the settlement and how hard they’re working flipping houses, whilst AIA continues to pay beyond the eligibility period).
Does AIA allow Claims to be commenced by a client if they can’t communicate because they’re disabled? Does AIA allow clients to claim in an accessible manner if they can’t read or write? No provision for accessibility was made in at least 1 case. BUT section 2.19 of the pds refers to not more than one month’s benefit to be paid before the forms are filled out and evidence gathered. Does this mean disabled clients CAN claim over the phone but payments are limited to 1 month’s IP benefit until the paperwork is done? If the pds is being followed now, it’s more signs of improvement from AIA. Much better than what happened early 2019, isn’t it AIA and potential clients?
When did AIA decide to start trying to follow some of their obligations under legislation and follow some aspects of the pds (which is kind of a requirement to follow the laws they operate under)? It’s good to see progress in this regard. In particular, AIA are now “enacting” the “premium waiver” instead of still charging the premiums to their clients living on a heavily reduced income whilst on IP (Income Protection) payments for such minor things as being given “hours to live”, having “terminal heart failure”, “Cardiogenic shock” and “multiple stroke events” in at least 1 case. This is a positive sign, but very confusing to clients on claim.
What is Project Halley at AIA? Does anyone know?
Someone from Project Halley has been trying to communicate with me
Why does life insurance and income protection insurance have such a bad reputation with medical professionals working in the field of end stage heart failure? These people diagnose terminal illnesses and people living with end stage illnesses and artificial heart pumps keeping them alive, sometimes still dying in spite of all the interventions possible. Their patients are dying. They experience significant trauma and neurological issues if they survive.
Hi Brett, Our complaints team continues to be in touch with you in relation to your concerns. They will be able to assist with any questions you may have. Kind Regards, AIA Australia
This was a question about life insurance in general. My question didn’t specify any company. Or does AIA identify as a company that can’t be trusted to pay up for the most ill and vulnerable in our community???
Has everyone else received standard premium increase letters from AIA, or is it just me?
My 2 letters contained 2 misleading claims: 1. that I needed to contact iselect if I had queries, as that’s who I purchased my insurance from. That was misleading, because iselect stopped selling life Insurance and sold that part of their business to Lifebroker; 2. that iselect are my financial advisor That is misleading, because iselect were never financial advisors- they didn’t employ licensed financial advisors. Is this a systemic error which must be notified to ASIC?
AIA’s CEO, Mr Damien Mu, is well aware of these issues and many more, but he has done less than nothing. I have had his CEO’s office contact me and promise to improve things, but really nothing has improved.
Hi Brett,
We confirm that our complaints team continues to be in contact with you in relation to your questions and concerns. If you have any questions, or would like to discuss anything, they will be able to assist.
Kind regards, AIA Australia
Sure. You know who I am (as you illegally disclosed my identity previously. I’ve now dealt with MM a senior complaints person there and a trained lawyer. He has promised hoo news in a recorded phone call.
AIA Your “complaints team” have raven to be either unwilling or unable to resolve complaints. That’s why AFCA keep needing to mediate, which is a more cumbersome and costly process for AIA. Keep doing you AIA.
If a client is already on an accepted claim but makes a claim for a benefit they are eligible for and the claims assessor sends questions to the specialists, will the questions accurately reflect the conditions of insurance as stated in the pds and contract of insurance (ie will the questions reflect the legally binding agreement between the insurer and the insured)??? Or will the claims assessor omit a key phrase from the questions sent to the Dr, such as “this may include standby assistance”? Omission of this phrase could be used by AIA to avoid paying a due benefit, but that would directly contradict the claimed code of conduct including Doing “the right thing. At the right time. With the right people” (source: AIA code of conduct statement and marketing materials). So, will AIA follow its own code of conduct and how it represents itself in trying to sell policies??? This really is a key question, and cuts to the core of AIA’s ethical credibility.
Hi Brett,
We understand that you have been discussing your concerns with our claims team. They continue to be your best point of contact for any questions you may have.
Kind regards, AIA
Since you obviously know who I am, you will also know that AIA have not yet addressed this issue of misrepresentation and lying to Drs. You have also publically disclosed a name when you are not legally authorised to.
Does AIA have any concept of its legal obligations to its clients?
Will AIA ever find (or look for) the recordings of: my wife trying to start a claim by ringing AIA when I was dying in a coma with cardiogenic shock (mortality rate 76-91%) and AIA hung up the phone and then refused to answer even General questions as witnessed by hospital social worker and student social worker; and when I tried to claim in an accessible manner (on the phone) because I could not read or write after my coma (which is reasonable to impute after a 4 week coma)?
There are records of 2 of these phone calls at the hospital, so we know they happened.
Is AIA afraid to uncover how their own staff delete recorded phone calls?
Hi Brett,
We understand that you have been discussing your concerns with our claims team. They continue to be your best point of contact for any questions you may have.
Kind regards, AIA
Since you obviously know who I am, you will also know that AIA have not yet addressed this issue of AIA failing to keep documents (recordings) and, apparently, allowing staff to delete such records. Is this even legal?
You have also publically disclosed a name when you are not legally authorised to.
Does AIA have any concept of its legal obligations to its clients?
Will your CEO, Mr Damien Mu, take time responsibility for the unauthorised and, most likely, illegal actions by the staff of AIA??? He needs to personally apologise to my wife and the hospital social worker.
If a client makes a claim for a benefit and the claims assessor sends questions to the specialists, will the questions accurately reflect the conditions of insurance as stated in the pds and contract of insurance (ie will the questions reflect the legally binding agreement between the insurer and the insured)???
Hi Brett, We have reviewed your concerns with respect to this issue. While we appreciate that the outcome was not what you were seeking, we confirm that your other claim remains in payment while our rehabilitation team assists you with your recovery. If you believe you meet the terms of your policy, please feel free to contact the claims team to discuss your application further. Kind regards, AIA.
Untrue. This was reviewed in a mediation meeting with the AFCA Ombudsman and the independent mediator they appointed. The result was that, within 1-2 days, my Dr was sent questions which included the full phrase including “this may include standby assistance”. I needed standby assistance showering. Once AIA were not misrepresenting the pds (ie lying to Drs) the benefit was paid as per the insurance contract.
Your answer to this question misrepresents the question I asked. Does AIA always misrepresent the printed word? If so, is this just trying to avoid paying legitimate claims and benefits?
Honesty in dealing with your clients and potential clients may actually help your business.
Maybe the answer directly addressed the question, so I’ll ask again. I was notified of another response from AIA, but I can’t read it.
Hi Brett,
Our complaints team continues to be in touch with you in relation to your concerns. They will be able to assist with any questions you may have.
Kind Regards, AIA Australia
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