Contact the claims team

How to make a Claim

We understand that when a client needs to make a life insurance claim, it’s often a deeply emotional and challenging time—for them and their loved ones. As their adviser, your support is invaluable, and we’re here to ensure the process is as smooth, efficient, and transparent as possible.

Our priority is to work closely with you and your client, so they feel supported, informed, and confident throughout the claims journey.

How to notify us of a claim

If your client - or one of their beneficiaries - needs to make a claim or there’s a potential claim on their policy, we recommend notifying us as soon as possible using the contact details below.

Early notification allows us to provide the appropriate guidance and ensure the process moves forward without unnecessary delays.

Key Contact Details

For Priority Protection

9:00am to 5:00pm (AEST/AEDT)
Monday to Friday, excluding public holidays
E: au.retail.claims@aia.com

For Tailored Protection (ex-CommInsure)

9:00am to 5:00pm (AEST/AEDT)
Monday to Friday, excluding public holidays
E: au.lifeclaims@aia.com E: au.ipclaims@aia.com

What to expect after a claim is lodged

Once we’re notified, we’ll provide a tailored claims kit for your client. This will include all necessary forms for completion by your client and their medical practitioner(s).

After receiving the completed documentation, we’ll assess the claim promptly and keep your client informed of the progress and outcome.

Support throughout the claims process

With one of the largest and most experienced claims teams in Australia, we’re committed to working collaboratively with advisers to support clients at their most vulnerable moments.
 
Our claims philosophy is simple: to deliver on our promise when it matters most. We ensure that every legitimate claim is paid promptly and that your client is treated with empathy, dignity, and respect throughout the process.