Claims Experience
A consistent approach
At AIA Australia, we make every effort to pay claims promptly and ensure that every claim that should be paid is paid. We are committed to making what is potentially an extremely stressful time in your customers’ lives, as simple and as easy as possible.
We take a professional, positive and consistent claims management approach across all direct channel products. When it comes to claims processing, timeliness and accuracy are critical to getting the experience for claimant’s right.
Our claims philosophy:
- Pay valid claims on valid policies in a timely manner
- Assess each claim on its own merits
- Handle each claim with the sensitivity and professionalism the customer deserves.
We begin by getting personal
Our claims assessors take ownership of the entire claim process and are accountable for the claim from start to finish. That way you know the person you or your customer speaks to will always be on top of the detail of a claim.
We will also support your customers by:
- Making sure our assessors never have responsibility for more than a limited number of cases at any time
- Referring all declined claims to a senior assessor to make sure we’ve made the right decision
- Having our Claims Review Panel deal with all escalated claims twice a week so that we get a range of views and make sure our philosophy of fairness permeates every review
- Assisting and supporting claimants in their return to work through a Return to Work Focus Group
- Giving each claims assessor access to a Chief Medical Officer and Medical Consultant as well as a Claims Development Manager, whose accountability includes formal training and development, research and quality assurance.
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Email link:
au.adviserservices@aia.com
