With many trustees already familiar with the ASFA Claims Handling Standard, AIA is focused on bringing it to life through effective, day-to-day practices that benefit members. This standard marks a significant milestone for the industry, driving greater trust and delivering clear, compassionate support throughout the claims journey.

 

The Standard compliments the Life Insurance Code of Practice (the Code), which has made a significant positive contribution to members’ claims experience over its eight years of operation.

             

The Standard and the Code have many parallels, with the latter playing a vital part in sustainably operationalising AIA’s claims philosophy of helping members when they need it most. This includes delivering member experiences that are transparent, empathetic, proactive and timely, with clear communications. 

 

While the standard guides trustees, we recognise that insurers like AIA play a key role in operationalising key elements for trustees and members. We are actively assessing our current systems and processes to identify any enhancements needed to meet all relevant requirements of the standard.

 

Our commitment covers all partners and members, regardless of fund or claim type, promoting timely, transparent, and empathetic service delivery across the board.

 

These efforts reinforce strong governance and help trustees demonstrate compliance while achieving better member outcomes.

We are finalising a detailed gap analysis and tailored workplan to support full implementation.

 

Your Client Development Manager will reach out soon to discuss what this means for your fund and how we can support you throughout the transition.

 

For AIA, this is more than regulatory compliance—it’s an opportunity to reaffirm our commitment to fair, transparent, and compassionate claims handling that strengthens trustee partnerships and enhances member experiences.