Process updates: payments & SMS notifications

ARTICLE
3 November 2025 dot 2 min read

To protect customer privacy and meet data security obligations, AIA has updated how payment information can be submitted:

  • New credit card details can no longer be provided verbally, regardless of whether Financial Adviser Authority (FAA) is held.
  • Expiry dates for cards already on file can still be provided verbally.
  • Advisers with FAA may continue to provide bank account details verbally.

Clients have two secure options for submitting credit card details: 

  • Call AIA directly on 1800 333 613 (9am–5pm AEST/AEDT).
  • Complete the secure DocuSign form via the Adviser Portal.
These changes reinforce AIA’s commitment to protecting personal data while keeping processes simple for advisers and clients.
 
In addition, in 2026 the Retail Claims team will introduce SMS functionality to improve communication with claimants. Assessors will send a text before an upcoming call and another if the call is missed.