A flooded road with warning signs and barricades indicating unsafe conditions for vehicles and pedestrians.

Our response to the NSW floods

How AIA is supporting its customers impacted by natural disasters.

AIA Assistance Package for the NSW floods

May 2025

In times like these, it's critical to have short, medium and long-term support programs in place to help those affected.
 
We're offering assistance to AIA customers, employees and partners. This will provide support to those directly affected in the hope that it will provide some reassurance and certainty during extremely difficult times.

Crisis, Health and Wellbeing Support

AIA will provide tailored support to our customers and partners who are in affected areas. Our call centres and distribution staff have been provided with information about how AIA can help, as well as a list of government and community organisations operating in impacted areas.

Premium support

AIA believes it is important that our customers can maintain insurance cover.
 
Life insurance customers in affected locations may be eligible for support, which includes a premium waiver of up to three months.*
 
AIA Health members who are impacted and are experiencing financial hardship may be eligible for support.
* Please note, the premium waiver is not available for policies funded by automatic payments from superannuation or investment schemes.

AIA Customers

If you have been impacted, please email us at au.disasterrelief@aia.com to explore support options available.

Advisers

If you have clients who have been impacted, please contact your Client Development Manager or email us at au.disasterrelief@aia.com to explore support options available.

Claims support

AIA’s priority will continue to be supporting our customers through every step of the claims process. We understand that providing tailored claims management programs is important and our customers and partners are welcome to get in touch if they need assistance.
 
Our teams are ready to discuss what temporary claims solutions we can implement to support you and make the claims process as simple as possible.
 
Following a traumatic experience like a natural disaster, many people can struggle with mental health issues. We have disaster recovery programs ready to support our customers on claim, to assist with their recovery.
 
Customers can be referred to our Mind Coach program, or My Psychologist if you require psychological treatment for more severe symptoms. Customers can also have a Wellbeing Call with a member of AIA’s Wellbeing Team, and be signposted to local community support.

Adviser support

Financial advisers play an important role in our community. Whether directly impacted, or supporting clients who are, these circumstances can be emotional and difficult to navigate. Resilience is needed so that financial advisers can guide their clients to make informed choices during this time.
 
If you have any questions, please contact your Client Development Manager or Associate, or our Adviser Support team on 1800 033 490 or 131 056 (ex-CommInsure customers).

AIA Financial Wellbeing

If you are an existing client of AIA Financial Wellbeing, or if you do not have an existing financial adviser but would like the assistance of a financial adviser at this time, you can contact the AIA Financial Wellbeing team on 1800 434 044 or contact AFW@aia.com for more information.