AIA Australia’s commitment to you and your clients

We can be sanctioned by the independent committee if we do not correct breaches of the Code. 

How we comply with the Code

1. We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with your clients.
2. We will monitor sales by our staff and our authorised representatives to ensure sales are appropriate.
3. If we discover that an inappropriate sale has occurred, we will direct the client the licensee/dealer group to discuss a remedy.
4. We will provide additional support if clients have difficulty with the process of buying insurance or making a claim.
5. When clients make a claim, we will explain the claim process to and keep them, and you, informed while we assess the claim.
6. We will monitor our claims process to ensure we meet the timeframes defined in the Code. If we do not meet these timeframes, clients can access our complaints process.
7. If a claim is denied, we will explain the reasons in writing and let your clients know what steps they can take if they disagree with our decision.
8. We will restrict the use of investigators and surveillance, to ensure clients right to privacy.
9. The independent Code Compliance Committee will monitor our compliance with the Code.
10. If we do not correct Code breaches, sanctions can be imposed on us.

Getting a copy

You can get a copy of the Code on the FSC website at www.fsc.org.au and also a full list of the insurance companies it covers.