Complaint Resolution Process

AIA Vitality complaints

If you have any complaints in relation to your AIA Vitality membership, rewards or benefits you can lodge a complaint in one of the following ways. Please select the option that is best for you: 
 
  1. Call our member services team on 1800 848 254 (select option 1)
  2. Email us at info.au@aiavitality.com.au
  3. Contact your Financial Adviser
  4. Complete the form below and we will get in touch with you

AIA Health complaints

We always want to make sure our members are being treated well and we're happy to receive any feedback you may have. We aim to resolve problems at the first point of contact. If you need to make a complaint, here’s how you can go about it.
 
  • Phone us on 1800 333 004, Monday to Friday between 8am and 6pm AEST.
  • Email us at health.memberservices@AIA.com.au
  • Write to us at:
       AIA Health Insurance
       Att: Health Insurance
       PO Box 7302
       Melbourne VIC 3004
For information about private health insurance or to make a general enquiry, please refer to www.privatehealth.gov.au

AIA Financial Wellbeing complaints

We want to make sure your experience with us is professional and positive. However we know sometimes things can go wrong and when they do, we want to know about it and we want to help you.
 
There are many ways you can lodge a complaint. Please select the option most convenient for you:
 
  • Complete this form and we will get in touch with you
  • Email us at: complaintsAFW@aia.com
  • Mail us at:
    AIA Financial Wellbeing
    PO BOX 6051
    MELBOURNE VIC 3004
  • Contact your financial adviser
  • Contact your policy provider
You can also use any of the methods above to request a copy of our full Complaints Handling policy.
 
We will always do our best to resolve any issue you have, but if you’re not happy with our solution you can contact the Commonwealth Ombudsman

  • Phone: 1300 362 072
  • Web: www.ombudsman.gov.au
  • Write to us at:
       Commonwealth Ombudsman
       GPO Box 442
       Canberra ACT 2601

Complaint Form

To lodge a complaint, use the form below to document the basis of your complaint and an AIA team member will contact you to discuss. 
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