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- 7 reviews
Is this even legal?
I asked for my premium type to be changed from “stepped” to “Optimum” retrospectively. Not to change the policy, just the premium type. Iselect managed to have it changed, even though I’m on claim now.iselect knew I was on claim, and told me that my being on claim was on their computer screen. My file with iselect now has a note that a salesperson can’t answer questions, and I had to wait 2 days for a Manager to return my call.
AIA I have now sent me:
1. A quote signed off by AIA’s Retail Insurance Chief, on letterhead, in PDF format;
2. A co...Read more
3 comments
Close to 100 views.
If 100 people view this each week, does it make it more difficult to sell the product?
Update re premium type change.
From February, AIA have charged me premiums at the rate indicated in the “premium projection” they sent me. The document which supported and reinforced the quote signed... Read more
off by Pina Sciarrone (Retail Insurance Chief, therefore management so I will name her) AND the confirmation of change to premium type AND an email assuring me that the quote had to be honoured.Similar opinion? Write a review on ieatwords.com.au!
Sweet G.South East Queensland, QLD
- 4 reviews
Worst ever policy Diamond life
annual payment $5399, paid it every year for 12 years. the agent said i will get $5,000 back every year till i reach 100 years old. the agent did not tell us she gets $2,100 comission in first year and $100 every year for next 5 years. Then now after 12 years i find out i do not recieve $5,000 every year . but only $2750 every year. !!! now i have paid around $63,000 in total for past 12 years and if i decide to end the policy i get back only $50,000 . yes i got riped off hard and my hard earn wage for past 12 years gone.!!!!!!!
2 comments
When will government step up and penalise such agents and policies. because it was 12 years ago and i was pretty young and trusted the agent.
AIA A.AIA Australia
Hi Sweet G,
This is not good to hear! We've sent you a private message to get more information from you, that way we can pass the feedback on to our team.
Kindest,
Phoebe - AIA Australia
Similar opinion? Write a review on ieatwords.com.au!
The reviewer stated that an incentive was offered for this review
KristineQueensland
- 4 reviews
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...Read more
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!2 comments
AIA A.AIA Australia
Dear Kristine,
Thank you for your review. Please be advised that our claims team will be directly engaging with your solicitor today. ... Read more
Kindest, Matt - AIA Australialol so finally you guys are answering now after ignoring my solicitor’s letter several times then telling us last minute of the changes with assessor and delaying to respond to it?
Similar opinion? Write a review on ieatwords.com.au!
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OrKasSydney, NSW
No One does Anything
My claim has been in their system now for 12 weeks . Every week I phone in to see if any progress is being made. The team on the phone are always nice but there always seems to be a reason why there is no outcome yet. If it needs more than sending an email then it just gets pushed to the side and not done. From them sending incorrectly filled in paperwork, claim they are waiting for more information from sources, but when I check there has been no request for that information ever made. I had to chase up my own medical files to be sent as the...Read more
y sent incorrect release forms. I had actually been told on week 10 that it was all approved only to find out on my next phone call to them a week later "oh really, dont know why you where told that " . The fact that there is no doubt of my medical injury doesn't seem to matter. The mental harm waiting this long for an income to start again so you can get some treatment just falls on deaf ears. I get the impression that when you explain you aren't get any physio (for example) because you cant afford to, as the mortgage, bills continue to come, just doesn't seem to sit right with them . Savings? Yep all gone on not having a wage for 3 months . Today I tried again to chase up my claim to be told we have a large workload and are understaffed. They dont know when my claim will be looked at. I was told today they tried to contact me but as my phone was engaged so that was the end of that . They don't retry and the callback gets removed from the system. I was told to contact the complaints department as that would be the fastest way to get my claim looked at. Been there done that, doesn't work. I would suggest a lot of caution if seeking Income protection from this company.1 comment
AIA A.AIA Australia
Hi OrKas,
We are sorry to hear about this and we can understand your concern regarding the delay. We have sent you a private message to get more information and investigate your case further.... Read more
Kindest, Phoebe - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
KatyGreater Melbourne (Inner), VIC
- 2 reviews
Very bad experience
the policy is not good value at all. I was getting charged monthly at a high rate and did not receive any support when i had a procedure .At first i was told it is covered then when i booked the procedure, i was told it is not covered. I had to pay everything out-of-pocket. Why am i paying thousands of dollars in Insurance if there's no support even for basic claims ? i am very disappointed and would not recommend this insurance to anyone . It claims all health awareness and frills but no real value at all.
1 comment
AIA A.AIA Australia
Hi Katy, this is not good to hear!
We've sent you a private message to get more information from you, that way we can pass the feedback on to our team.... Read more
Kindest, Phoebe - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
Blake Jonathan H.Central Queensland, QLD
- 2 reviews
Hayley Thomson at AIA is amazing
I had lots of issues mainly due to how complicated of a case I had. However once dealing with hayley Thomson in complaints all my issues were fixed. Wish all their employees were amazing as her
1 comment
AIA A.AIA Australia
Hi Blake,
We are glad your issues are solved! We will pass the message along to Hayley. ... Read more
Kind regards, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
Shiri StringerLongreach
- 4 reviews
Pathetic Service
Applied for my Income Protection insurance and after 11mths, get told that I wasn’t insured for the relevant period even though it has ALWAYS been apart of my super! AIA are dodgy. Definitely taking this further! Not impressed
1 comment
AIA A.AIA Australia
Hi Shiri,
Thank you for reaching out. We are sorry to hear about your case and we sent you a direct message to get further information on your IP claim. Could you please provide us with more details in private?... Read more
Kindest, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
Jamie T.South East Queensland, QLD
Worst insurance ever
Been dealing with these crooks for 9 months after our claim was acknowledged. Now I get a letter in the mail that rest no longer deal with aia. We are waiting for a final response from aia then we will be taking you to court for misrepresentation of your policy. I can see why rest left you guys.
1 comment
AIA A.AIA Australia
Hi Jamie,
I am so sorry to hear about this and ai can understand your frustration. I sent you a direct message to get your details and policy number so we can investigate this.... Read more
Kindest, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
johntaree
Non Performance
My daughter has Income Protection through REST Super and AIA. After numerous delays and requests, finaly accepted in December as a claim. Since then up to 300 pages of information, delivered to one assessor, then another, then a senior assessor, then another assessor. Now requesting 12 years of pay slips; you have to be joking. promises that claim would be assessed in 30 days, not completed, ; every time we contact, still more forms or information. Tax return Summaries provided, now theyu want complete Tax Returns for numerous years.
When Natio...Read more
3 comments
AIA A.AIA Australia
Hi John,
Thanks for reaching out. I can completely understand your frustration. I sent you a direct message to get your claim and policy number so I can investigate this further for you. ... Read more
Kind regards, Matt - AIA AustraliaOnce upon a time, all that was needed for income protection claim was a Doctors certificate and proof of income. Having read all the other complaints abut inactivity and incessant requests for additio... Read more
nal information. My dauhter had to use all her Holiday Pay and Long Service before centrelin wouldpay. Repeated phone calls which result in the answer we are too busy call laer!!!!!~; when do you call? Surely you have sufficient information to at least make an interim payment.AIA A.AIA Australia
Hi John,
Our team will be in touch with the tpa today to discuss your case. ... Read more
Kindest, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
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emiliajager112
- 4 reviews
What a terrible experience
AIA is seriously disappointing. I have uploaded all relevant documents and have been calling myself to follow-up as nobody ever calls me back when they said they would to update me on my claim.
The assessment for my claim was over 3 weeks ago and was told that someone would be in touch with me within the first 2 weeks with the result of my assessment. I have called every day this week for an update on my claim and the phone line says "we are busy call back later". So disappointing. I have also emailed and nobody has responded.
I have been le...Read more
ft in the dark and this is the most horrible/stressful experience. The stress of having this go on for so long adds to my pain and anxiety and I need this claim resolved as soon as possible. I truly cannot believe this is an insurance company that claims to "make a difference to peoples lives". I would like to see those words put into action.1 comment
AIA A.AIA Australia
Hello Emilia,
Thanks for reaching out. We are really sorry to hear about your situation. We sent you a direct message to investigate your case further.... Read more
Kind regards, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
CharlieQueensland
Wish I could give no stars bullsh?t insurance
Going through afca and now a lawyer.. while stuck in bed with spine and brain injury.. nearly committed suicide 4 times thanks to this company.. no duty of care what so ever and just lie after loop hole after lie.. Going after them now I'm disgusted that a company can operate like this
1 comment
AIA A.AIA Australia
Hi Charlie,
We can completely understand your frustration and we sent you a private message to get a bit more detail on your case. Could you please check your inbox?... Read more
Kind regards, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
AshtonCentral Highlands and Goldfields, VIC
I am struggling mentally physically and financially.will struggle forever.hoping to get help from AIA
I have a serious lower back injury and serious mental health issues. I have my income protection claim with AIA my claim was approved in August 2022.last year in December they told my solicitor that i am getting paid for my first year as they have to back pay me for 5.5 yrs.instead of getting paid I was summoned to provide with some documents did that.still nothing then again asking for more forms did that.still nothing same thing to me and my solicitors its been escalated and we can't give a time frame.my lawyers even sent a letter that I am r...Read more
eally struggling physically mentally financially.still nothing same thing over and over again.i am at my wits end and might take this matter to current affairs or 60 minutes.i don't know what else to do I am the one who is struggling they are not. Might take to AFCA.i have become so suicidal . mental health services visit me at home every week as I am suffering so bad and have become very suicidal. got a recent MRI done have to get surgery done asap as the pain is so excruciating 4 of my discs are prolapsed severe nerve damage have trouble standing sitting can't do anything told them still same answer.a member of mental health services was so worried that they spoke to whosoever still same thing its been escalated and priority.nothing if I commit suicide then I will be gone and not suffering what about AIA then..don't know what to do i need funds to go see the specialist for surgery.please help AIA before its too late and I do something coz I can't wait anymore I have appointment booked with the spinal seurgon but you guys are not paying me anything lying to me week in week out.i will be going to current affairs and contact ombudsman's today so please pay my payments I am not asking for anything please asap please.as you all can see I'm I'm struggling so much and they are not processing my payments I will miss my very important appointments.recomended to no one.dont ever go with this company they all lie.im bloody done with everything.im done with my life can't take it nomore.never go with them they lie and lie and lie.its all your responsibility aia.going to ombudsman tomorrow and also current affairs.liars.hoping to get help from AIA please help and please don't stop after once please keep helping as so many lives are relying on you for help please.15 comments
I was told last Monday that you guys are almost at the end of my calculations and I will get paid soon I got nothing.please don't play with people's lives who are already injured and struggling physic... Read more
ally and mentally and financially and their families who are struggling with them.pleaseAIA A.AIA Australia
Hi Ashton,
We are sorry to hear about your experience. We have responded to your ticket.... Read more
Kind regards, AIA AustraliaAIA A.AIA Australia
Hi Ashton,
We responded to your ticket via direct message and we are awaiting your member number to investigate your case further. ... Read more
Kind regards, AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
SamanthaSouth East Queensland, QLD
Absolute joke for an insurance company
after a serious accident left me with debilitating injuries i started the process of income protection. At first I was told it was be 72% of what my wage was to later be told that there is a loop hole they are able to use every time that there is no way for you to get around. After 3yrs and finally settling my personal injury suit AIA needed to repay 40-45k they had with held from me. I’m 6months later and still fighting to have it paid to me. Now things are being taken to AFCA because of the constant lies and false promises. Ricky the case man...Read more
ager promised to have it done and gave me specific deadlines but then when they passed and no news he started not accepting my calls and staff refused to put me onto a manager. After a couple of months I was able to get a hold of him to be told he had been too busy to finalize things for me because he needed time to calculate everything but hadn’t gotten around to it. I have been told multiple times this has been escalated but 6 months down the track I’m still waiting. Having now just found out my TPD claim will also be going through AIA I have absolutely no hope for the near future of having either of these claims resolved. Hopefully the AFCA will be more diligent.1 comment
AIA A.AIA Australia
Hi Samantha,
Thanks for taking time out to let us know about this - we're sorry to hear about your situation. We've sent you a private message and we're looking forward to seeing if we can help you.... Read more
Thanks, AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
SuelorrWestern Australia
- 13 reviews
- 1 like
If you are insured with this company you need to change it
I submitted a IP CLAIM in June of last year it took 6 months to get $15.00 per week and told this was because I am on newstart, if my claim had been processed in 60 as they stated I would not have been on centrelink so now I have put complaints in both with my super and AIA. I have had a response from my super stating my payments should be for 2 years they are only going to pay me until March 2020 instead of June 2021 my income protection amount should be 1485.12.
5 comments
AIA A.AIA Australia
Hi Suelorr,
I am sorry to hear about your negative experience. I sent you a direct message to obtain your policy and membership details, so we can investigate this further. ... Read more
Kind regards, Matt - AIAI like you cannot make comment
AIA A.AIA Australia
Hi Suelorr,
We're aware of your frustration and we sent you a private message. ... Read more
Please check your inbox. Kind regards, Matt - AIASimilar opinion? Write a review on ieatwords.com.au!
BelindaSydney Surrounds, NSW
Terrible service
I submitted all the required documents before the waiting period had to abuse them To get it finalised as had waited 2 months before it was approved. Finally got first payment after a number of calls now 14 days late on next payment. Was told a week ago would be escalated called a week later told the same thing as the last person obviously hadn’t escalated it. Stress of being injured, paying physio, bills, Christmas, kids school fees etc. I’m sure my employer pays them on time to insure me but they can’t push a button to pay me?! Will be taking it further.
1 comment
AIA A.AIA Australia
Hi Belinda,
I am truly sorry to hear about your negative experience. I'd like to investigate your case further. I sent you a direct message for your details. ... Read more
Kind regards, Matt - AIA AustraliaSimilar opinion? Write a review on ieatwords.com.au!
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Nicole M.Greater Melbourne (Outer), VIC
Terrible
Diagnosed with a brain tumour 6 months ago, have sent through all my documentation months ago and heard nothing back no matter how many follow up emails have been sent. Planning to go to the ombudsman now, seeing how many people have been treated the same. Sick people shouldn't have to beg for services they have paid for.
1 comment
AIA A.AIA Australia
Hi Nicole,
I'm sorry to hear about this. I've sent you a direct message to get more information so I can investigate your case further.... Read more
Thanks - AIA Australia teamSimilar opinion? Write a review on ieatwords.com.au!
Peter H.Far West, NSW
Class action suit needed
Any interest in a class action suit against AIA directly backed by A Current Affair,ABC's 7.30 Report and The Sydney Morning Herald?
Time to hold this conglomerate accountable for it's blatant negligence and sheer lack of accountability!
As I am in the same boat as nearly everyone else on here it would seem (using the reviews as a guide) that AIA seems content on sinking without remorse with exception given to some cancer sufferers that will inadvertently affect they're bottom line less due to they're imminent demise (No disrespect meant to ca...Read more
1 comment
AIA A.AIA Australia
Hi Peter,
I'm sorry to hear about your negative experience. I've sent you a direct message to get further details to investigate your claim further.... Read more
Thanks - AIA Australia TeamSimilar opinion? Write a review on ieatwords.com.au!
John KSydney, NSW
- 4 reviews
Dreadful support for AIA Vitality
I had the misfortune to use the AIA Vitality program as part of the Rest Superannuation app. In the last month the app stopped syncing with my activity. I contacted Rest who referred me to AIA. AIA have made no effort to fix the issue. They just referred me to Rest who then referred me back to AIA. This has gone on now for 2 weeks. BTW my experiences of support from Rest on other issues has been excellent.Yesterday I requested that AIA delete my account. AIA are just unprofessional & incompetent. Prior to the current issues, I had a similar poo...Read more
r experience with their customer support. As a follow up to my original review, I was contacted by AIA - once my account was deleted he/she did not seem interested in understanding what happened or learning from it - just stopped messaging me. My recommendation would be to just don’t give this TOXIC company any business.1 comment
AIA A.AIA Australia
Hi John, thanks for taking the time out to let us know about this - we're sorry to hear this. We've sent you a private message to see if we can help.
Thanks, AIA Team
Similar opinion? Write a review on ieatwords.com.au!
Garfield P.Perth, WA
- Income Protection
- Verified customer
They lie, they abuse you and they don’t care
This is an organisation that is so egotistical, it happily lies to AFCA knowing they face zero consequences (have 1 successful complaint and second one pending) Its claims staff lie ( I have transcripts) and deliberately re traumatise you.
1 comment
AIA A.AIA Australia
Hi Garfield,
We're sorry to hear about your negative experience. I've sent you a direct message to get more information so I can investigate your case further.... Read more
Thanks, AIA TeamSimilar opinion? Write a review on ieatwords.com.au!
Natalie S.Metropolitan Adelaide, SA
Unprofessional and unreliable
After my injury with 100% proof and the claim being accepted over 3 months ago ive been lied to numerous times theyv'e said they sent an email to my drs for more information and its not been sent after i called and checked 3 times before booking a double appointment 3 times with the dr, my assessor angela
is never available shes off to lunch or in a confrence or has just left for the day, i will be putting in a complaint to the ombudsom and heading to a current affair, this is unacceptable, while i cant afford to pay my mortgage and other bills, unnecessary stress and depression, get your jobs done asap just like you taking out money for these bad circumstances .
1 comment
AIA A.AIA Australia
Hi Natalie, we appreciate you reaching out and are sorry to hear about your negative experience. We've sent you a private message to get a few more details so we can try and sort our your enquiry.
Thanks, AIA Team
Similar opinion? Write a review on ieatwords.com.au!
Questions & Answers
brett H.asked
Have AIA decided to start processing claims correctly, and recognising perfectly legitimate claims?
I wonder why
No answers
Rhysasked
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
3 answers
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
Hi Rhys,
We've sent you a private message to get more information from you, that way we can pass the feedback on to our team.
Kindest,
Phoebe - AIA Australia
Hi Rhys, go straight to AFCA. They will look after for you. Their number is 1800 931 678. You can tell them about the stress that AIA are causing you so that you can remove yourself a bit and concentrate on your health. I hope it all goes well.
brett H.asked
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.
No answers
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brett H.
Well. Apparently the change to premium type HAS gone through.
“Good morning Brett,... Read more
Thank you for your email. I can assure you that all our quotes do go through quality checking so that once you have received it, it must be honoured on our end. I can see Tyler has already sent the endorsement letter and a policy premium projection has been received. If there is anything you need further please don’t hesitate to ask. If you have any further questions, please feel free to contact our office on 1800 333 613 or email [email protected] Have a lovely day. Kind Regards,” Name removed I replied: “ Thank you for this confirmation that my premium type change IS going ahead and IS retrospective and that the premium prediction chart will be honoured (subject only to reasonable changes and such increases to premium reflect any other policy AND represents standard increases). Regards” Name removed