We want to make a difference in people’s lives and whole heartedly appreciate the true moment of truth is at claims time. It’s essential we demonstrate you can trust us to support you during these unprecedented times facing our nation.
Our Claims Process
Business as usual - We have over 80 claims specialists working from home to review and respond to your claims. This means you will receive the same superior service as before.
Working with you - We are focussed on handling each claim with care and speed. Wherever we can avoid impractical paperwork we will be.
For customers protected under our health cover we will pay for e-consultations (phone/video) for specialist appointments.
We have our online health claims form, this is the most efficient way of submitting your claim. Once you hit submit it goes direct to our claim system for us to action.
We have an experienced claims team and we are dedicated to reviewing every claim made so that we can deliver a quick outcome for our customers.
We work with New Zealand’s most respected medical professionals who will conduct consultations with you where and when it’s easiest for you – by way of phone or video call. We are making sure we continue to find innovative ways to look after our customers. AIA are already completing video conferences between specialists and customers on Income Protection claims as part of rehabilitation process with great feedback.
Supporting you through financial hardship
We recognise that the current situation is creating significant financial hardship for some of our customers and we have put together the following premium relief options to support you.
Servicing and supporting you is our absolute priority. At this time we are experiencing an increased volume of calls through to our Contact Centre and Claims team. As well as talking to your financial adviser you could use one of our online options to contact us or find out more: