Our commitments at claim time

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.

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.

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).