FAQs
Frequently Asked Questions
For Monthly premiums a Direct Debit Request or Credit Card Authority form need to be completed.
Half Yearly and Yearly premiums can be paid via direct debit. If they are not being paid via direct debit a Notice of Premium Due will be issued with BPAY or Post Bill Payment details. If you have lost the invoice please call 1800 333 613 to get the information.
Where applicable a tax letter for Income Protection Policies will be automatically sent to the policy owner at the end of each financial year.
For Policies owned by the trustee of AIA Superannuation Fund (CCSL Limited) the letter will be automatically sent to the life insured by the Fund administrator at the end of the financial year.
If the above letters have not been received by end of August please email Customer Service to au.customer@aia.com or contact us on 1800 333 613.
This will depend on the product you have. If you have Priority Protection the options are monthly, half yearly and yearly.
You can contact your adviser if applicable or contact our Customer Service staff on 1800 333 613.
To reissue Policy Documents a Lost Policy Declaration Form needs to be completed and you may be charged a fee up to $100 to cover the cost of reissuing the lost policy document, including advertising the loss.
This information will be contained in your policy schedule. You may wish to confirm this with your Financial Adviser if applicable. If you purchased insurance via your super fund, they will provide you with this information, you should contact them. Other policy holders can call the Customer Service Centre on 1800 333 613.
If you haven’t already, it may be worthwhile visiting the online insurance calculator or the independent website www.lifewise.org.au to help you work out how much insurance you need. Australians are notorious for under-estimating the level of cover they need, so take time to ensure you understand how best to protect everything that matters to you the most.
A financial adviser can also assist you to decide what level of cover is right for you.
Premiums may increase for a number of factors including changes to your age, indexation of benefits for CPI (Consumer Price Index) and any across the board increases in AIA Australia’s rates.
To claim on a policy please contact our claims department on 1800 333 613 Option 2.
Please also refer to the How to make a claim page
This will depend on the product you have. If you have Priority Protection and we have not received payment within 90 days after the paid to date we require a Reinstatement application to be completed, payment of all the outstanding premiums and will be subject to Underwriting.
To update Bank or Credit Card details a new Direct Debit form needs to be completed and returned to our office.
This will depend on the product you have. If you have Priority Protection you can choose deductions on 7, 15, 22 or 28 each month. To change the deductions to one of the dates mentioned we need a signed request from the policy owner.
To cancel a Priority Protection Policy we need a signed request by the policy owner. If the client would like to cancel the policy from inception the cancellation needs to be received within 30 days of the commencement of the policy and the original Policy Documents need to be returned to our office.
To Surrender an Endowment Policy/ Whole of Life policy we need the following;
- Surrender form completed by policy owner
- Original Policy Documents or Lost Policy Declaration for cancellations & surrenders (if applicable)
- Certified ID of policy owner and
- Certified ID of third party ( if applicable)
To remove benefits from a policy a signed written request by the policy owner or an Alteration Request Form is needed to be sent to our office.
This will depend on the product you have. If you have Priority Protection:
- For ordinary policies a Nomination of beneficiary form needs to be completed
- For policies owned by the trustee of AIA Superannuation Fund a Nomination of Beneficiary form for AIA Superannuation Fund needs to be completed.
If you purchased via your super fund you will need to contact them directly.
If you purchased via a partner you can call our Customer service centre to find out or they may direct you to the partners customer contact centre.
This will depend on the product you have. You may not be able to increase the sum insured in all circumstances.
If you have Priority Protection an Increase Application Form needs to be completed and will be subject to underwriting.
If you purchased via your super fund you will need to contact them directly.
If you purchased via a partner you can call our Customer service centre to find out or they may direct you to the partners customer contact centre.
This will depend on the product you have.
If you have Priority Protection a signed request by the policy owner needs to be posted to our office or an Alteration Form needs to be completed.
If you purchased via your super fund you will need to contact them directly.
If you purchased via a partner you can call our Customer service centre to find out or they may direct you to the partners customer contact centre.
A Non Smoker Application needs to be completed by the policy owner and will be subject to underwriting.
| Request to change a policy ownership from | Requirements to Process Alteration |
|---|---|
| Non superannuation to non superannuation | Post to us a request signed by Policy Owner & Policy Documents returned with Memorandum of Transfer (MOT) completed |
| Ordinary To Self Managed Super Fund | Signed Quote - Completed Cancel and Replace Application & DDR from completed |
| Ordinary to AIA Superannuation Fund | Signed Quote - Completed Cancel and Replace Application & DDR from completed |
| AIA Superannuation Fund to Ordinary | Signed Quote - Completed Cancel and Replace Application & DDR from completed |
| AIA Superannuation Fund to Self Managed Superannuation Fund | Post to us a request signed by Policy Owner & Policy Documents returned with MOT completed |
| Self Managed Superannuation Fund to Ordinary | Signed Quote - Completed Cancel and Replace Application & DDR from completed |
| Self Managed Superannaution Fund to AIA Superannuation Fund | Signed Quote - Completed Cancel and Replace Application & DDR from completed |
| Self Managed Super Fund to Self Managed Superannuation Fund | Post to us a request signed by Policy Owner & Policy Documents returned with MOT completed |