Of the total, $862 million came from Retail policies arranged by financial advisers. The majority of claims were for Income Protection ($330 million), followed by Death ($217 million), Total and Permanent Disability (TPD) ($154 million), and Crisis Recovery ($161 million). An upwards claims trend also continued in 2024.
The story behind AIA's retail claims
ARTICLE
1 October 2025
2 min read
2 min read
In 2024, AIA paid out over $2.6 billion in insurance claims through its Retail, Group, and Direct channels, helping more than 33,000 Australians. On average, that’s about $51 million in claims paid each week. This financial support is crucial during times of illness, injury, or loss.
What Australian health trends are showing us
The health trends behind these claims indicate the wider health issues affecting many Australians. According to a recent health report by the Australian Institute of Health and Welfare (AIHW), chronic illnesses, mental health conditions, and cancer remain major challenges in Australia1—these are also the main causes behind AIA’s claims across benefit types.
Cancer is the top cause of Death and Crisis Recovery for AIA Financial Advised claims. AIHW data showed that in 2023, more than 165,000 Australians were diagnosed with cancer2.
This aligns with AIA’s claims data, where cancer accounted for 31% of male death claims and 37% of male crisis recovery claims.
This aligns with AIA’s claims data, where cancer accounted for 31% of male death claims and 37% of male crisis recovery claims.
Mental health issues are increasing, especially among working-age people. AIHW reports that one in five Australians experienced a mental disorder in 20243.
Mental health was the leading cause of Income Protection claims for men (24%) and was also a significant reason for TPD claims for both men and women.
Mental health was the leading cause of Income Protection claims for men (24%) and was also a significant reason for TPD claims for both men and women.
Musculoskeletal conditions like arthritis and chronic back pain, affect nearly 30% of Australians4. These conditions are a common claim cause for both AIA Income Protection and TPD claims, particularly among men.
Cardiovascular disease also shows up frequently in Crisis Recovery and Death claims. AIHW data shows that more than 57,000 Australians aged 25 and over had a coronary event in 20205, which fits with AIA’s claims data, especially for male customers.
Here’s a quick look at the average ages and number of claimants for different types of claims:
The data reminds us that insurance is more than just a policy – it’s a vital safety net that helps Australians face life’s unexpected challenges with greater confidence and security.
We’re proud of the role we play in partnering with the advice community and their clients, not only by being there in times of need, but also by supporting Australians to live healthier, longer, and better lives.
To explore the full picture of AIA’s claims and the health conditions impacting Australians, visit our claims page.