In 2024 we paid over $2.6 billion in claims across our Retail, Group and Direct insurance policies to our customers in their times of need. That averages out to over $51 million per week.
In your members' moments of need, we’re here
Our claims philosophy
When your member needs to make a claim, it’s often during one of life’s toughest moments. What they need most is confidence - confidence that their claim will be paid and paid promptly.
That’s why we handle every claim with care, sensitivity, and professionalism - because your members deserve nothing less.
Our claims process is designed to deliver certainty. We’re committed to paying all eligible claims as quickly as possible, so your members can focus on what matters most: their health, recovery, and loved ones.
Key claim statistics
Australian health trends and their impact on member claims
Mental Health
Mental health disorders are increasingly common, with 1 in 5 Australians experiencing a mental health condition in any given year1
Mental health was the leading cause of Income Protection claims (29%) and a major factor in TPD claims (31%)2
Chronic conditions
Chronic conditions contribute to nearly 9 in 10 deaths in Australia and are a leading cause of long-term incapacity3
These include cancer and musculoskeletal disorders – all major drivers of group insurance claims
Musculoskeletal
Musculoskeletal conditions such as arthritis and chronic back pain affect nearly 30% of Australians4 and were responsible for 22% of Income Protection and 23% of TPD claims5
Understanding member claims – age, conditions, and the value of cover
These paid claims highlight the critical role that insurance through super plays in supporting members during life’s most challenging moments. Ensuring members have appropriate cover – beyond the default – is key to protecting their financial wellbeing when it matters most.
Claims stories
Brad
Meet Brad, a father of two, whose life was upended by a mental health crisis. With support from AIA Australia, Brad found his way back to health, gratitude, and a new beginning. Watch the full video to learn more about his inspiring story of resilience and hope and see how AIA Australia’s financial and personal guidance made a difference.
Liliana
Meet Liana, a freelance illustrator and part time retail employee who faced a life-changing cancer diagnosis and found the strength to advocate for her health and her life. Thanks to her AIA Income Protection cover, Liana received the support she needed to not only survive but thrive. Watch the full video to learn more about her inspiring story of courage, resilience, and recovery.
Making a claim
If you need to make a claim, we’re committed to helping every step of the way.
1 Australian Institute of Health and Welfare’s ‘Australia's health 2024' report
2 AIA data as of 31 March 2024
5 AIA data as of 31 March 2024