Success of AIA Australia’s Claims on Wheels initiative prompts national roll-out

Claims on Wheels is a free service where an AIA Australia consultant makes home visits to people facing significant health issues to personally assist with the claims process.

The initial focus was cancer patients, and it has now been extended to coronary care, income protection and all other types of claims.

AIA Australia launched the pilot program in Victoria in 2017, and in the wake of the overwhelming positive customer feedback decided to roll it out nationally.

AIA Australia and New Zealand CEO Damien Mu says this service is resonating with customers because of the personal touch.

“At AIA Australia, we want to make a difference in people’s lives, especially supporting them when they are going through a tough time. With Claims on Wheels we aim to make the process of submitting a claim and starting treatment easier so they can solely focus on recovery.”

Benefits of the Claims on Wheels initiative include:

• Personalised, face-to-face support, alleviating the stress of navigating the claims process;
• Improved adviser experience, reducing administration for intermediaries;
• Extension of the service via the creation of Coronary Kit gift packs that include products to support claimants with coronary conditions, for example a fitness device and a cookbook;
• Extension of the service via the creation of Cancer Kits for family protection benefit (child) that contains essential products for people undergoing chemotherapy, radiation or surgery such as a thermometer, moisturizer and an extra soft wash cloth to avoid skin irritation.
• Creation of the Feedback Dashboard enabling continuous dialogue with the service team.

Mu adds: “I’m incredibly proud of the team delivering this service. The positive feedback we have been getting is testimony to both the intrinsic value of this care-based approach to insurance service delivery and their dedicated efforts to implement it.

“AIA Australia is leading the industry in terms of social impact and care for customers, and we will continue to develop high-quality services and products for them.”

More information about Claims on Wheels can be found here and customer feedback here. 

Contact:   Ingrid Nienaber
                  AIA Australia
                  T: +613 9009 4143
                  E: Ingrid.Nienaber@aia.com

About AIA Australia

AIA Australia Limited is an independent life insurance specialist with over 45 years of experience building real and sustainable partnerships. AIA Australia offers a range of products that protect and enhance the lives of more than 4 million Australians and is widely recognised as a market leader in product innovation and development.

AIA Australia is the country’s largest group life insurer by market share and works closely with major financial institutions and corporate partners to provide life insurance solutions for their customers. In addition, AIA Australia is the fastest growing provider of retail life insurance products sold through financial advisers. AIA Australia also works with a network of affinity partners that distribute life insurance products. By having a partnership philosophy at the core of its business, AIA Australia is focused on building genuine relationships and delivering real value to its business partners.

In 2014, AIA Australia introduced ‘Vitality’ – the world’s leading scientifically-backed health and wellness program, to the Australian market. AIA Vitality aims to be the catalyst for real change to the positive health outcomes of Australians.

In 2017, AIA Australia launched myOwn, a new brand created to bring together health and life insurance with the AIA Vitality wellbeing program to help its members live longer, healthier, happier lives. myOwn is a joint initiative of AIA Australia, not for profit health fund GMHBA and South African financial services provider Discovery.