How to make a claim

If you need to make a claim, it's likely to be a difficult time for you. We're sure you would appreciate a decision being made as quickly as possible.

Our claims team strives to deliver a sensitive and efficient claims process. You can be sure that we will be there when you need us. That's our commitment.

We aim for the claims process to be as quick and simple as possible. The claims process may differ depending on the type of claim however some items are likely to be required in all claims instances. These include your policy number and details of the injury, sickness or death. Remember that the more information you can provide at the outset of your claim, the quicker we will be able to assess your claim.

Steps to making a claim

1. Call AIA Australia's Claims Team on 1800 333 613 (select option 2) or email us at au.retail.claims@aia.com.
2. To help ensure your enquiry is handled as efficiently as possible, please have the following information available
   1. your policy number
   2. details of the injury or sickness
   3. date of the injury or date of the sickness being diagnosed; and
   4. your contact details

We will send you the claim forms you need by email, mail or fax within 24 hours.

Your financial adviser can assist. Call your financial adviser in the event that you need to make a claim.

Otherwise if you purchased via your super fund you will need to contact them directly.

Below is an example of the process to make a claim if you have a Priority Protection policy.

Step 1 – Forms

To make a claim with AIA Australia you will need to provide the following forms and documentation:

• AIA Australia claim forms
• A Medical Attendant’s Statement: needs to be completed by the doctor you first consulted in respect of the illness you have suffered, or your treating doctor.
• Electronic Funds Transfer (EFT) Authority: to allow AIA Australia to deposit any benefits into your nominated bank account.
• Heath Insurance Commission (HIC) Authority: allowing AIA Australia to obtain Medicare and PBS claims records as part of the claims assessment process.

These forms can be accessed on the Useful Forms page (link to page) or by calling AIA Australia on 1800 333 613 and we will either post or email you the required forms.

Step Two – Identification

You will need to include an inked certified copy of your (or the policyholder’s) current Driver’s Licence, Passport or Proof of Age card as per current legislative requirements. A certified copy means a copy of the document that has been certified as a true copy of an original document. Documents would most typically be certified by a Police Officer or a Justice of the Peace.

Step Three – Submitting your claim

Once you have completed the claim forms and prepared any other documentation, please send them in the pre-addressed post-paid envelope provided, or to the address below:

AIA Australia
Claims Team
PO Box 6111
St Kilda Rd Central VIC 8008

Please note that you may fax your forms to AIA Australia on (03) 9009 4127, attention Claims Team, however any identification documentation will need to be sent in the mail.

An experienced claims assessor will be assigned to your claim, and they will be the direct point of contact throughout the process. Once all evidence supporting the claim has been assessed, the claims assessor will issue the decision in writing.

Just ask Geoff – a claimant’s story:

Geoff and his adviser’s real name have not been used to protect their privacy.

Geoff thought the world was at his feet as he prepared himself for retirement, until he was diagnosed with a life threatening illness. The following is an extract from a letter we received from him…

Six weeks ago I was diagnosed with bowel cancer and secondary liver cancer. My initial diagnosis was three to six months and I was facing the possibility of a major operation to remove the cancer in my bowel. By the afternoon, after my second visit to the specialist, my life expectancy had been reduced to between six weeks and three months.
I phoned my insurance adviser David, who I had known for 19 years and who had originally assisted in putting my insurance cover in place. Within three days of submitting a claim, I received my first payment of $653,535 and then another payment which brought the total payment to over $1.2 million.
Although I have not met the people who have been involved, David kept me informed of everyone’s efforts to ensure that my claim was processed in the most efficient manner. I am sure this has a lot to do with the excellent relationship that he has with my insurer and the fact that the right advice was given in our situation.
To all your staff, I would like to express our thanks for relieving me of the financial burden and worry that I would have faced if I did not have this cover.

The payments from AIA Australia enabled Geoff to obtain an expensive medical treatment from Japan, only available to a few patients around the world. After taking this medication for over six months, Geoff was recently informed that his once-inoperable cancer is now operable. This surgery will hopefully extend Geoff’s life expectancy significantly, enabling him to spend more time with his family.