Skip to main content
  • Individuals
    • Individuals
    • Business
    • Adviser
    • Financial Wellbeing
  • Login
  • Search
  • AIA Australia | Adviser
  • Our Products
    • Priority Protection
    • Priority Protection For Platform Investors
    • POLICIES PREVIOUSLY SOLD UNDER CMLA
    • Guaranteed Annuities
    • Investment Growth Bond
    • AIA Vitality
    • AIA Health Insurance
  • Partner With Us
    • We’re here to support you
  • Business Growth Hub
    • Business Optimisation
    • Resource Library
    • Technical Advice
    • Specialist Partners
    • Adviser News
  • Help & Support
    • Meet The Team
    • Claims Support
  • COVID-19 Support
    • Financial Hardship
    • Underwriting and Claims commitments
  • My AIA
  • Adviser Site
    Login to the adviser site
  • AIA Vitality
    Login to AIA Vitality
AIA
  • Individuals
  • Business
  • Adviser
  • Financial Wellbeing
  • Our Products

    Our Products

    Here’s some key information about our range of products.

    READ MORE
    • Priority Protection

      A selection of cover options to cater for a broad range of insurance needs.

    • Priority Protection For Platform Investors

      Provides clients with a selection of plans to cater for their life insurance needs.

    • POLICIES PREVIOUSLY SOLD UNDER CMLA

      Closed to new business (except continuation options and replacements).

    • Guaranteed Annuities

      Pays you a guaranteed income throughout your retirement.

    • Investment Growth Bond

      Offers a tax-effective way to invest for the future.

    • AIA Vitality

      Our science-backed health and wellness program.

    • AIA Health Insurance

      Health Insurance that comes with access to AIA Vitality.

  • Partner With Us

    Partner With Us

    We’ve got a team of experts to help you develop and grow your business.

    Find out how
    • We’re here to support you

      It’s not just about paying valid claims. We’re here to assist and support clients' return to life.

  • Business Growth Hub

    Business Growth Hub

    Use our specialist resources to grow your business and your client base.

    Find out more
    • Business Optimisation

      We have developed some tools to help you optimise your business growth.

    • Resource Library

      Tools, resources and documents you need to look after your clients.

    • Technical Advice

      Our technical page will help you self-educate on key advice areas.

    • Specialist Partners

      We've partnered with leading industry experts to provide you with specialist tools and exclusive offers.

    • Adviser News

      Finding your further when it comes to exercise and fitness.

  • Help & Support

    Help & Support

    We’re here to help answer any queries – big or small.

    Find Out More
    • Meet The Team

      Meet the people who will help you grow your business.

    • Claims Support

      Contact details for our Claims team and find out more on how to make a claim for your clients.

  • COVID-19 Support

    COVID-19 Support

    We're here to help in a time of crisis.

    • Financial Hardship

      Support for customers experiencing financial hardship.

    • Underwriting and Claims commitments

      Find out more.

  • My AIA

    My AIA

    Log in to our Adviser Site or Adviser Portal to manage your clients' documents and policies.

    Read More
  • Search
  • Contact Us
    • Call Us

      Open: 8am to 6pm AEST Mon - Fri

    • Email Us

Adviser News
Prev | Next
Back to Top
  • {{title}}

    {{label}}
  • AIA Australia’s commitment to you and your clients

    06 June 2017


    At AIA Australia, we protect the financial health and welfare of more than three million Australians.  We are committed to providing the highest standards of service to our clients. 

    That’s why we have adopted the Life Insurance Code of Practice. 

    What does the Life Insurance Code of Practice cover?

    The Code sets out the life insurance industry’s key commitments and obligations to clients on standards of practice, disclosure and principles of conduct for their life insurance services.  It also sets out timeframes for insurers to respond to claims, complaints and requests for information from clients.

    The Code is monitored by an independent committee to ensure effective compliance by life insurers such as AIA Australia.  It covers the various stages of a client’s relationship with AIA Australia, from buying insurance to making a claim.  It also ensures AIA Australia provides options if your clients experience financial hardship or require additional support. 

    We can be sanctioned by the independent committee if we do not correct breaches of the Code. 

    How we comply with the Code

    1. We will be honest, fair, respectful, transparent, timely, and where possible we will use plain language in our communications with your clients.
    2. We will monitor sales by our staff and our authorised representatives to ensure sales are appropriate.
    3. If we discover that an inappropriate sale has occurred, we will direct the client the licensee/dealer group to discuss a remedy.
    4. We will provide additional support if clients have difficulty with the process of buying insurance or making a claim.
    5. When clients make a claim, we will explain the claim process to and keep them, and you, informed while we assess the claim.
    6. We will monitor our claims process to ensure we meet the timeframes defined in the Code. If we do not meet these timeframes, clients can access our complaints process.
    7. If a claim is denied, we will explain the reasons in writing and let your clients know what steps they can take if they disagree with our decision.
    8. We will restrict the use of investigators and surveillance, to ensure clients right to privacy.
    9. The independent Code Compliance Committee will monitor our compliance with the Code.
    10. If we do not correct Code breaches, sanctions can be imposed on us.


    Getting a copy

    You can get a copy of the Code on the FSC website at www.fsc.org.au and also a full list of the insurance companies it covers.


    Read more adviser news articles

    21 June 2022

    Recent AIA Australia Claims example 2022


    Who ever thinks they will be making a claim on their Life insurance policy? The people on our list didn’t; luckily, they made the decision to apply for a life insurance policy.

    21 June 2022

    Changes to PRIORITY PROTECTION cancellation process


    AIA Australia June 2022 changes to the cancellation process for life insurance policies.

    21 June 2022

    Inside All or Something campaign


    AIA Australia recently launched the All or Something campaign which encourages Australians to move away from an ‘All or Nothing’ approach when it comes to their physical and mental health.

    Contact AIA

    Choose your preferred way to receive information and support

    Contact AIA

    Choose your preferred way to receive information and support

    Help and support

    Make a claim

    Frequently asked questions

    Customer feedback

    Complaints process

    Whistleblower disclosure

    Forms and documents library

    Target Market Determinations

    Explore AIA

    AIA Vitality

    Health insurance

    Life insurance

    OneLife

    About AIA

    Careers

    Our people

    Our commitments

    Media centre

    Our awards

    FSC commitment

    Help and support

    Make a claim

    Frequently asked questions

    Customer feedback

    Complaints process

    Whistleblower disclosure

    Forms and documents library

    Target Market Determinations

    explore Aia

    AIA Vitality

    Health insurance

    Life insurance

    Retirement & investment

    Content Hub

    about AIA

    Careers

    Our people

    Our commitments

    Media centre

    Our awards

    FSC commitment


    Copyright © 2021. AIA Group Limited and its subsidiaries or affiliates. All rights reserved. Priority Protection and Priority Protection for Platform Investors products are issued by AIA Australia Limited (ABN 79 004 837 861, AFSL 230043). AIA Vitality, a personalised, science-backed program that supports members every day to make healthier choices, is available with eligible products issued by AIA Australia. AIA Health with AIA Vitality is issued by AIA Health Insurance Pty Ltd ABN 32 611 323 034, a registered private health insurer governed by the Private Health Insurance Act 2007, Private Health Insurance Rules 2007 and the AIA Health Insurance Pty Ltd Fund Rules. The information on this website is current as at 1 April 2021 and may be subject to change. It is general information only and is not intended in any way to be financial, legal, tax, health, medical, nutritional or other advice. You should consider your own personal circumstances and needs and view the relevant product documents, fact sheets, fund rules and terms and conditions before making a decision to acquire such products. If necessary you should obtain professional advice from a financial, tax, medical or health professional. Unless expressly stated, any views or expressions of opinion (including any video content) do not represent the opinion of AIA.
    Terms of Use | Privacy