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  • AIA Australia’s commitment to you and your clients

    06 June 2017


    At AIA Australia, we protect the financial health and welfare of more than three million Australians.  We are committed to providing the highest standards of service to our clients. 

    That’s why we have adopted the Life Insurance Code of Practice. 

    What does the Life Insurance Code of Practice cover?

    The Code sets out the life insurance industry’s key commitments and obligations to clients on standards of practice, disclosure and principles of conduct for their life insurance services.  It also sets out timeframes for insurers to respond to claims, complaints and requests for information from clients.

    The Code is monitored by an independent committee to ensure effective compliance by life insurers such as AIA Australia.  It covers the various stages of a client’s relationship with AIA Australia, from buying insurance to making a claim.  It also ensures AIA Australia provides options if your clients experience financial hardship or require additional support. 

    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.


    Read more adviser news articles

    19 February 2019

    Changes to eApp Express


    eApp® Express, AIA’s online policy quote and application platform was first implemented in 2012. In line with our focus commitment to ease of doing business and continuous improvement, we have made some changes to eApp® Express.

    19 February 2019

    Final report of the Royal Commission


    Like you, AIA Australia has been reviewing the Royal Commission’s findings and recommendations over the last week. We have also been listening to many of you that have been in contact with our team. We understand your concerns and are committed to working with you moving forward.

    19 February 2019

    Income Protection: Inside or outside superannuation or something in between?


    By the AIA TECE Team Losing the ability to earn an income to fund living expenses could run down savings levels and cause financial difficulty. As an adviser, you play an integral role in helping your clients recognise the importance of income protection and help them to manage their cash flow and any potential risks.

    Contact AIA

    1800 333 613

    Level 6, 509 St Kilda Road Melbourne VIC 3004

    Contact AIA

    1800 333 613

    Level 6, 509 St Kilda Road Melbourne VIC 3004

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    Copyright 2017, AIA Group Limited and its subsidiaries. All rights reserved. AIA Vitality is available with eligible Priority Protection and Priority Protection for Platform Investors products issued by AIA Australia Limited (ABN 79 004 837 861, AFSL 230043). This information is of a general nature only and has been prepared without taking into account factors like your objectives, financial situation or needs. Before making any decision you should consider the appropriateness of the information, having regard to these factors. Before purchasing such products, view the PDS and terms and conditions available at www.aia.com.au and consider if it’s right for you. The content of this information is current as at 20 January 2017 and may be subject to change.
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