COVID-19 and your insurance - FAQs

Absolutely. If you need to make a claim related to COVID-19, as with any other claim, you will simply need to meet the eligibility requirements for your type of cover.
 

We have also partnered with Medix, a global healthcare service provider, to help with your rehabilitation as you recover from COVID-19.

We are not applying any exclusions for COVID-19. 

Our policies are designed to protect and support you if you become seriously ill or injured. They are not intended to cover situations in which you need to stop work for any other reason. We encourage you to review your policy terms and conditions so that you understand what your policy covers you for.

Your policy may include one of the following additional benefits for involuntary unemployment:
 

• If you have an income protection policy, you may be entitled to a premium waiver for three months if you experience an involuntary redundancy.
• If you have one of the following policies, you may be eligible to a benefit to help cover your mortgage payments for a period, if you are involuntarily unemployed, including redundancies or being ‘stood down’:
  • Citibank Card Protect
  • HSBC Card Repayment Protection
  • HSBC Card Repayment Insurance
  • Woolworths Credit Card Repayment

Please note that waiting periods and other terms and conditions apply, please refer to your policy for more information. Your financial adviser will also be able to assist you to confirm whether you hold one of these benefits and whether your circumstances are likely to meet the eligibility requirements. 

We understand that many people are in an uncertain financial position at the moment, and we do not want to see this result in people losing their insurance cover if they want to retain it.
 

If you are experiencing financial difficulties, our team can work with you to find a suitable solution.
 

If you have a financial adviser, they can also help you to determine the appropriate cover to meet your needs, at a level that you can afford, and we can work with your adviser to determine the best options available to you.
 

If you complete the financial hardship form, one of our consultants will contact you to discuss your options. You can do this by visiting Our Response to COVID-19 and selecting ‘Submit My Request’.

We are supporting the industry’s commitment to ensure that frontline healthcare workers are not prevented from obtaining life insurance cover purely because of their exposure, or potential exposure, to COVID-19. More information on this commitment can be found here. 

No, AIA has implemented a comprehensive Working-From-Home plan to ensure that we can continue to serve our customers and process claims and insurance applications. 

We’re pleased to advise that the service/active service exclusion on our policies will be waived should an ADF personnel or Australian military reservist need to make a claim while assisting the Federal Government’s efforts relating to COVID-19. For new policy applications, we will continue to undertake our standard occupational underwriting process.

We have instituted a number of initiatives* to support you through this time including:

1. Extending COVID-19 cover to all our Health Insurance policies
2. Extending benefits for some key Extras items to cover Tele-consultations
3. Offering Financial Hardship solutions to those suffering financial stress due to COVID-19

*See FAQs below for details, terms and conditions of the above COVID-19 initiatives. 

We have extended cover for COVID-19 to all of our policies. So, if you are admitted to hospital as a private patient due to COVID-19, you will be covered.

The COVID-19 Cover Extension will be available until 30 September 2020. We will continue to review the need for this extension as the year progresses. To be eligible for Cover Extension you must have held a AIA Health Insurance policy for a minimum of 2 weeks.

We are now providing benefits for services delivered by video conferencing or telephone. These services include:

1. Psychology (including counselling and psychotherapy when provided by a psychologist)
2. Physiotherapy (including post orthopaedic surgery rehabilitation, chronic musculoskeletal condition, cardiac rehabilitation or pelvic floor muscle training)
3. Dietetics
4. Speech pathology
5. Occupational therapy

Tele-consultations will be available until 30 September 2020. We will continue to review the need for these additional benefits as the year progresses. For services eligible for Tele-consultations you must have served the applicable waiting period for that service under your policy.

If you are experiencing financial stress because of COVID-19, we can help find a solution that will suit your individual needs and cover. Please call us on 1800 333 004 and one of our Member Services Team representatives will talk to you about options during this time. 

Find important information about COVID-19 and your health insurance cover on our dedicated members page.