24 questions from our users
Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims?
I wonder why
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.
AIA A.AIA Australia
We've sent you a private message to get more information from you, that way we can pass the feedback on to our team.
Phoebe - AIA Australia
Is it legal for a life insurer to refuse to start a claim without the claim form being filled in by the claimant?
I couldn’t read or write owing to my medical condition (ie the sole reason for needing to make a claim). Section 7 of the life Insurance code of Practice covers clients experiencing disability. As well Australia has anti discrimination legislation and the commonwealth disability discrimination act. I would have thought that by refusing to accept a claim in a format I could access, the insurer is in breach of both legislation and their code of conduct.
Why is AIA starting to pay claims that they have refused to pay for months, even years?
Why has AIA now agreed to honour its contractual obligations of insurance and honouring premium type changes?
Something fishy going on. A leopard doesn’t change its spots.
AIA A.AIA Australia
Please send us a private message if there are any matters you would like the claims team to specifically address for you.
Phoebe - AIA Australia
“Phoebe” of AIA
I can’t see how to send a private message.
The last list of very specific questions I sent to my claims assessor were not all answered.
My perception is that using AFCA, having my concerns sent by my MP to the Federal Minister (Senator The Hon Jane Hume, as I recall) for Financial Services and, indeed, speaking out in public fora (interviews published online and on national radio) seems to be having more success than emailing AIA. Perhaps if AIA had been more responsive over the past year, I would not have felt the need to speak out? I have a family to take care of, that’s why I acquired the insurances, and why they “should” be good value, and “would” be good value if the claims were administered in a more professional manner.
You may also note that I have NOT given a 1 star rating. In theory the product is worthwhile, it’s just administered in a fundamentally flawed manner.
So, what would you do in my situation?
PS my 2 reviews have now had a total of over 700 reviews now. I don’t know if that is considered to be a lot.
I am a registered builder in Perth. I am 64 yers old(23/7/55)Income$100k
Non smoker, no ongoing health issues etc.
30 day waiting period
Please advise of premium
Contact an insurance broker or price comparison website for a quote. It won’t be cheap.
Compare prices as well as features.
I know a cabinetmaker around your age. Accountant advised him to give up his IP insurance and put the money into bank for retirement because premiums were too expensive. He did that about 10 years ago because premiums were getting too high. He now has accident only insurance, just because he does some government work (schools and hospital) and has to have that to tender for government jobs. That might be more suitable for your circumstances.
Can’t believe I am reading all these negative reviews.
I work for the federal government and my income protection is with AIA.
I might have to give my super a call and ask for a explanation as to why AIA was chosen.
Anything they promise in their promotional material is far from the experience they will actually provide. They will potentially cripple you emotionally. Definitely change insurer.
Why do you always have different excuses every time i call ? My drs have sent reports tp you AIA ans now youv'e said you need more , so i phone to make sure youv'e sent the email ,and guess what no email wasted the drs time and mine so i call again and was reassured youv'e sent and yet again not sent . How dare you make people's lives suffer even more its stressful enough losing your job over an injury over no fault of your own people have mortgages to pay im fed up with the constant lying by your staff and have never have gotten to speak with my assessor angela why? Shes out to lunch ,shes just left for the dat , or shes in a conference all a bunch of lies stop delaying my payment, i am going to the ombudsmen ,and a current affair on channel 9 and get all the people whom are suffering like myself , you have 100% proof of my injury and approved it, why keep me waiting , i will never recommend this disgusting insurance , they are unprofessional and unreliable,
Hi Natalie I am in the same situation as you ! I am so tired of getting the run around and ringing them constantly ! They keep saying to me they never receive my documents and then I send and send but no communication at all ! I pray someone can help us because I am genuinely injured and have no money but have super and this so called income protection, I am stressed just like you but getting no where and no payment from AIA they are all uncaring and unprofessional we need to start a group and do something about this company! Sue
I am puting in formal complaint to the ombudsom, and their company as well also this week calling a current affair on channel 9 i am fed up of excuses and lies , they really think we are just another number when we have our mortages to pay and other bills i have a depression problem directly from my injury , i do believe they have their proticales to follow and need some time , they need to read their own product , as they advertise, they (help you in the event of injury or illness) hahaha false advertising liars.
Hi who is your governing body? Thanks
AIA A.AIA Australia
Hi Jack. I've sent you a direct message to assist in your enquiry. Thanks - Matt (AIA Team)
Has AIA staff got enough training to deal with mental health patients? With my experience AIA is very bad , I have been suffering from acute anxiety and depression and the case assessor made it worst, the staff at AIA has NO CUSTOMER SEVICE at all. Does AIA have an internal dispute department? No, cause you guys are money hungry wolves that will devour any client to keep your claims payout ? I contested the decision made on my case,having all evidence, and to my surprise ,it was the same case assessor that looked into it when he was the problem :-( , AIA Is a joke and you guys do not help your members, I wonder how fraudulent people like yourself sleep at night,anyway, my lawyers are with me and I was wondering if anyone had a bad experience with AIA would like to join me on today tonight show ? We should let people know how AIA mock you around when you are already sick !!
They're a joke my super rest use AIA looks like they don't pay anyone I'd be interested if anyone has had a positive out come please!
So far, I didn’t see any good review about AIA , only negatives, super funds should really check who they associate themselves with :-(
Why do you have clients wait for there payments and never pay on time , you make constant excuses all the time . I’m so over this company but I’m sure you want this we walk again and you keep our money .
Did anyone else know they have a client advocate at AIA?
Is my annual leave part of my income?
Is annual leave classified income?
Annual leave is classified income
Annual leave is classified income?
Hello. Just wondering how much longer with no money I have to wait? I've had no money since may and it's now october! Please please can u review my claim.
After not working for how long can you claim for the income protection?
I'm not sure coz until now i tried to claim for it as part of my insurance in REST but to no t a good out come was denied
You choose your waiting period in the application process. It’s usually a choice between 30, 60, 90 and 180 days.
The longer you agree to wait before claiming, the lower your premium.
However, whilst a 180 day waiting period may be ok for someone with a large amount of savings, it’s just not appropriate for most
Rang AIA on Thursday . they had told me they had received all paper work an now were in the process of assessing . was wanting to ask how long will this take before I receive my claim . this thank you .
Hi Maxboy, hopefully they will be on their best behaviour with the current Royal Commission into Banking and Financial Services investigating the behaviour of insurance companies. If you're not treated fairly, make a submission to the Royal Commission. The info is below.
Hi. Please see below exciting info about Royal Commission investigating the unconscionable behaviour of companies like AIA.
You can make a submission at https://royalcommissionwebform.lawinorder.com.au/#/
You can subscribe to receive all communications at
More info can be found at
FINANCIAL SERVICES ROYAL COMMISSION TO HOLD INITIAL PUBLIC HEARING
22 January 2018
The Royal Commission into Misconduct into the Banking, Superannuation and Financial Services Industry will
hold an initial public hearing in Melbourne at 10am on Monday 12 February 2018.
At this hearing the Commissioner and Senior Counsel Assisting will make short opening statements.
No witnesses will be called.
The hearing will be held at Level 6, 11 Exhibition Street in Melbourne and will be open to the public although
seating will be limited.
The hearing will be streamed live through the Royal Commission's website and a transcript will be available on
this site shortly after the hearing.
Further information about the Royal Commission and Terms of Reference are available on the Royal
Commission’s website: https://financialservices.royalcommission.gov.au
The Commission is inviting submissions from any individual or entity wishing to tell the Commission about
misconduct in the Banking, Superannuation or Financial Services Industry.
The online form for submissions is now available on the Royal Commission website.
The Commission is required to conduct an inquiry. It cannot resolve individual disputes, fix or award
compensation, or make orders requiring a party to a dispute to take or not take any action.
The online form has been designed to organise the information provided in a way that will guide the user, and
help the Commission, by categorising the information in line with the areas of inquiry set out in the
Commission’s Terms of Reference.
The Commission may contact some individuals or entities that make submissions. The Commission will not be
able to contact everyone who makes a submission but will ensure that all submissions are recorded, reviewed
and used to inform the Commission's work.
Practice Guideline 1 sets out the procedures for establishing the conduct of the Royal Commission and
Media Guidelines for public hearings are also available.
The Royal Commission can be contacted by email at FSRCenquiries@royalcommission.gov.au for
general enquiries and at FSRCmedia@royalcommission.gov.au for media enquiries.
Thanks La Hola for the information regarding the Integrity Resolutions company. Unfortunately at $250 per hour this would still be very expensive for many people. FOS has now been replaced by AFCA and they have greater powers and still act for free. They are very helpful and you can give your evidence over the phone if you find filling out online forms difficult. Personally I would go directly to them instead of paying someone to put you in touch with them. Hope this helps
I haven't been paid for 4weeks off income protection what do I do I have no income commingled in?
Hi Kathy, depends on your situation how long it may take. Are you premiums up to date? Has your claim been accepted, if so and you waited the 60 days once you were not working at all, then there should be no reason for the delay. I did need to ring them constantly, like two to three times a week..
If your claim is approved, you're entitled to back payments. In the meantime, you can try speeding up the process by chasing up paper work with doctors. Ask for lettees to be emailed rather than posted. Explain why you need things quicker. Also, call AIA to see if there is any other paper work needed. Usually, they leave out such details to stall the process but they are obligated to tell you if you ask. Bear in mind that this changes as they process the claim, so if they say they don't need anything else one week, that may change 2 weeks down the line, so keep in touch with the process. Best of luck!.
Hi everyone. I cannot believe the delay tactics & flat out lies AIA use to wear you down when you are suffering. The SCT has advised me to see a solicitor. Has anyone gone down this route? This is depressing.
We are employees who do not recommend REST under any circumstances to our employees after our personal ordeal involving our son. In the end we put the whole matter in the hands of our solicitors. Fortunately we had the funds to do so, however another option maybe to approach the Insurance Ombudsman. REST and their thieving administrators AIA used every tactic to delay or deny the claim despite all the medical evidence supporting his claim. They, not once but on many occasions lost all of the submitted paper work and repeatedly requested new copies. Phone calls not returned and impossible to contact. They had the cheek to have a representative contact us to drum up more support as an employee. Another of our employees developed leukemia and again suffered the same torchere we went through as a family. I think of them as the silent killers. They have a lot to answer for! Good luck.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.