Supporting wellbeing through claims: Insights from AIA NZ’s Claims Compass

At AIA NZ, we’ve always believed that insurance should do more than just pay claims. It should help people live Healthier, Longer, Better Lives. And in 2024, we did just that, supporting nearly 800,000 New Zealanders and paying out a record $829.6 million in claims. That’s around $95 million more than the year before.

We’re proud of that number, not just because it shows we’re there when people need us, but because it reflects the real challenges New Zealanders are facing. From rising healthcare costs to the growing impact of chronic conditions, our claims data gives us a clear picture of what’s happening in our communities.

That total includes $298 million in life insurance, $167 million in health claims, and significant increases across trauma and income protection. We accepted 92% of all claims received, which shows we’re there when it really counts.

But behind those numbers are real stories and valuable insights. That’s where our Claims Compass comes in. It’s a report we’ve created to share what we’re seeing in our claims data and what it tells us about the health of our communities. This edition puts a spotlight on mental health.

In 2024, we paid out $25.7 million in mental health-related claims and $8.1 million for suicide-related claims. Those are big numbers – and behind every dollar is a person, and a family, navigating a tough time. Most of these claims came from people aged 40 to 59, a life stage where the pressures of work, family, and finances often collide.

And we’re not just paying claims – we’re helping people get back on their feet. Our dedicated Mental Health Case Management team works closely with customers to support their recovery and return to work. We also invested over $1.3 million in rehabilitation, with more than half of that going toward mental health support like therapy, nutrition programmes, and home visits.

We know prevention is just as important. That’s why we’ve built our approach around AIA Vitality and our 5590+ framework, which focuses on five key lifestyle factors – like diet, exercise, and sleep – that influence five major health conditions, including mental health. It’s about giving people the tools to take control of their wellbeing before things reach a crisis point.

Insurance is changing. It’s no longer just about being there when something goes wrong – it’s about helping people stay well in the first place. That’s what our Claims Compass is all about, and we’re proud to be part of that shift.

Because when we support mental wellbeing, we’re not just helping individuals – we’re building stronger, healthier communities for all of us.