Effective 28 February 2022, the former CMLA Contact Centre, 13 10 56 and 1800 805 686, will change its opening hours from 8am – 6pm to 9am – 5pm, on a permanent basis.

 

This decision has been made as the CMLA products supported are closed to new business, resulting in a reduction in call volume and demand overtime.

 

Our collateral will be updated, although it may take a few months to change some documents. We will place an IVR message on 131056 advising callers of the change in hours and keep this on until all collateral is updated.

 

Due to the ongoing high number of COVID cases, our contact centre teams have unfortunately been at reduced capacity, and we expect this to continue in the coming weeks.

 

As a result, on 31 January we temporarily reduced the opening hours of our retail contact centre to 9am to 5pm AEDT (previously 8am to 6pm). This change has been made across our Retail Life Insurance and AIA Vitality team and will impact the following service numbers:

 

The new hours will be in force until 28 February 2022. We will continue to closely monitor the situation and communicate any updates to you as soon as possible.