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  • Our commitments at claim time

    28 May 2020


    AIA is committed to your clients at claim time. We are always guided by our spirit of doing the right thing, in the right way, at the right time, with the right people. We want to make what could be a stressful experience as easy as possible.

    AIA Australia logo

    We’re proud to support an industry initiative to ensure we don’t disadvantage customers who claim for total and permanent disability (TPD) and who might have lost their job, been stood down or who are working reduced hours as a result of COVID-19.

    Disability thresholds in TPD assessment

    When assessing TPD claims, life insurers must decide whether a person is expected to be able to work again. Usually, the person’s recent working arrangements are relevant, including the number of hours they worked, and whether they were employed before their illness or injury happened. Typically, what defines total and permanent disability is stricter for people who work fewer hours or are unemployed for an extended period.

    This might disadvantage people who have lost their job, been stood down or who are working reduced hours as a result of the current situation. That’s why we’re taking steps to ensure that doesn’t happen.

    Our commitment is designed to help existing customers who:

    • were working in their normal capacity on 11 March 2020
    • have had reduced working hours or lost their job due to COVID-19 since 11 March 2020
    • became totally and permanently disabled as a result of an illness or injury between 11 March 2020 and 27 September 2020 inclusive
    • have maintained their TPD cover at the time they become totally and permanently disabled, and
    • lodge their completed claim form on or before 1 January 2021.


    We’ll assess your client’s TPD claim against the disability definition that would have applied based on their working arrangements as at 11 March 2020 (when the COVID-19 pandemic was declared).

    Defence personnel

    Many life insurance policies exclude paying death or disablement benefits for defence force personnel whose claim relates to active or military service.

    To provide certainty, AIA will not apply these policy exclusions if death or disablement occurs as a result of active or military service directly related to the COVID-19 crisis.

    If you want more information about this, please contact your AIA CDM.

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    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.
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