Supporting your clients through underwriting

ARTICLE
1 October 2025 dot 2 min read

At AIA, underwriting is more than a process – it's a partnership

We work closely with advisers to deliver timely, transparent decisions that support great client outcomes, even in complex scenarios. 
 
It starts with early engagement. As soon as the initial review is complete – our underwriters will reach out – especially if loadings or exclusions might apply.
 
This early heads-up gives you time to prep your client, manage expectations and keep everything moving. Especially when replacing existing cover, it helps to pave the way for a smooth transition and a stronger client experience. 
 
You’ll receive regular updates throughout the process, so you’re never left wondering where things stand. From interim assessments to final decisions, we keep you in the loop. 
 
To help you navigate underwriting, AIA has developed the 5 Ds framework – a practical set of tips designed to keep cases moving forward. You can read about the 5 Ds here.

And when you need to clarify requirements, discuss medical reports, or resolve a question, you can reach out directly to your assigned underwriter by phone or email. It’s quick, responsive, and designed to support the way you work.  
 
For broader queries or pre-assessments, AIA’s dedicated underwriting hotline (1800 033 490) connects you with experienced professionals who understand the urgency of adviser workflows and can provide immediate guidance. This direct access helps to keep cases moving and supports faster turnaround times. 
 
Some cases call for a deeper look.
 
When a client’s situation is complex, our underwriters work closely with AIA’s Chief Medical Officer and global reinsurers to find the best possible outcome. We don’t just send through a decision – we provide the context behind it. Whether it’s a loading, an exclusion, or a tailored offer, you’ll get the insights you need to guide your client with confidence. 

Common reasons for exclusions or loadings include:
  • Cancer
  • Cardiovascular issues
  • Diabetes 
  • Musculoskeletal problems
  • Mental health conditions. 
Let’s take a closer look at how AIA approaches mental health disclosures – a common but often nuanced area in underwriting.

Case study: mental health disclosure*

A client disclosed a history of anxiety and depression five years ago, took one week off work due to a workplace situation, and has been on ongoing medication. No other contributing or concerning factors were present. The underwriter requested a medical report from the client’s treating practitioner, which confirmed the diagnosis and treatment. After reviewing the report and consulting our reinsurance manual, the underwriter also considered the client’s stable employment history over the past four years. 
 
Outcome: AIA offered cover with a mental health exclusion and clearly explained the decision and applicable review period. 

*This example is for illustrative purposes only and does not reflect a specific client case.

Smoother underwriting starts here

To make things smoother, submitting pre-assessments and medical details early is a huge help. Allowing AIA to organise medical checks and permitting direct contact between underwriters and clients can also speed up decisions.

AIA’s underwriting approach blends transparency, expert advice, and proactive communication to deliver personalised outcomes balancing risk and client needs. By engaging early and communicating clearly, you can ensure a smoother underwriting process and better client outcomes.

For further details or support, AIA’s underwriting team is always ready to assist and guide the way.

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