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  • Making a claim

    • Health Claims
    • Life, Disability, & Critical Conditions (Trauma) Claims

    Online health claims and pre-approvals

    The quickest way to submit a claim is online. Claiming online will take you about 10 minutes, and once received we will assess the claim within 3 to 5 working days.

    You can do this through our customer portal, MyAIA (eligibility criteria applies). MyAIA also gives you visibility of your online health claim history.

    If you haven’t signed up for MyAIA yet, have an older policy, or a policy through ASB Bank, please use our Online Health Claim form.

    You'll need:

    • Your policy number

      Your policy number

    • PDFs or photos of your invoices and receipts

      PDFs or photos of your invoices and receipts

    • Referral letter or medical certificates

      Referral letter or medical certificates

    • Proof of your bank account (if we haven't paid into this account before)

      Proof of your bank account (if we haven't paid into this account before)


    PRINTABLE HEALTH CLAIM AND PRE-APPROVAL FORMS

    You can also complete a printable claim form for pre-approval or the payment of expenses under a health policy. It usually takes 5 to 10 working days for us to assess your claim once we've received your form.

    Download printable claim form here

    Health Claim FAQ

    + Expand All
    - Close All

    Should I get prior approval?

    Applying for prior approval means you can be confident you’ll be covered before undertaking treatment. We will also arrange to pay your providers directly, subject to any policy excess. 

    If you don’t receive prior approval before the procedure then you’ll need to pay the costs yourself and then claim them back by submitting a claim and providing itemised receipts.


    How do I get prior approval?

    You request prior approval by submitting a claim through the usual process, as described above. You should do this at least five working days before the procedure, and you’ll need to include the following documents:

    A medical certificate completed by your medical practitioner. If you have a referral letter containing the date of first consultation, history of condition and treatment received, then this can be used instead.

    If it’s a claim that ACC has accepted or declined, then a copy of that letter is required. If this information isn’t obtained, then it may delay the assessment of your claim.

    If you submit your request online or by email then you can upload a scanned copy or clear photograph of these documents. The maximum file size is 10MB.


    How long will my prior approval be valid for?

    Your prior approval is valid for six months from the date it was issued. 


    How long will it take for my claim to be assessed?

    We process and pay any claim refunds as quickly as possible – usually within 3-5 working days. 


    Why do I need to put down symptoms or a condition on my claim form?

    To accurately assess your claim we need to know the symptom or condition that required you to contact your doctor. We need to be able to see if these symptoms or conditions are covered under your policy, and that they aren’t related to a pre-existing condition or general policy exclusion. 


    What if I have already had treatment done, how do I claim retrospectively for this?

    The quickest and easiest way to submit a claim is online. Alternatively, you can download and complete a paper claim form and send it to us by email, post or fax. The process for all of these options is described above. You will need to include the following documents:

    A medical certificate completed by your medical practitioner. If you have a referral letter containing the date of first consultation, history of condition and treatment received, then this can be used instead.

    If it’s a claim that ACC has accepted or declined, then a copy of that letter is required. If this information isn’t obtained, then it may delay the assessment of your claim.

    Any receipts or invoices. We will reimburse the treatment provider(s) directly unless receipts are received. Reimbursement of receipts are made by direct credit to your bank account.

    If you submit your request online or by email then you can upload a scanned copy or clear photograph of these documents. The maximum file size is 10MB.


    I have received some accounts, what do I do with them?

    Simply submit your claim in the usual way and include any invoices or receipts that need to be paid. We will reimburse the treatment provider(s) directly unless receipts are received. Reimbursement of receipts are made by direct credit to your bank account. 


    Who do I pay my excess to?

    When your invoices have been received, we will pay the providers, less any excess, and confirm this in writing to you. The letter will state who you will need to pay. The treatment provider will usually invoice you for the excess after payment is received from AIA. 


    What happens if I have an accident?

    ACC is the primary insurer for any treatment relating to an accident. If ACC declines your claim, please enclose a copy of the letter from ACC with your claim form. If ACC is paying a part of the claim, AIA may be able to top this up. We also need a copy of ACC’s letter outlying their contribution to treatment. 


    For claims related to income protection, critical conditions, life insurance or credit cards.

    Call us

    Between 8am and 6pm, Monday to Friday please call us on

    0800 500 108

    Notify AIA of a claim

    Start your claim online. Our Claims Team will be in touch as soon as possible.

    Contact our Claims Team

    FAQ


    Making an insurance claim – life

    Making an insurance claim – life
    - +

    Who is entitled to receive the proceeds from my life insurance policy when I die?

    The Policy Owner or the Policy Owner’s estate (if the policy was solely owned by the deceased).

    What if more than one person owns the policy?

    The surviving owners are entitled to the proceeds and they will all need to sign the discharge form before the proceeds can be paid.

    Why is it important to have a will?

    A will is your chance to say what you want to happen to your estate after you have died. You can choose an executor and beneficiaries and decide how your assets are to be distributed.

    When does a will become null and void?

    After marriage or divorce.

    What does ‘certified’ copy mean?

    A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents.

    Why do I need to send in proof of age when it is on the death certificate?

    The date of birth recorded on a death certificate is given verbally and no proof is required when the death certificate is completed.

    What is the difference between the Life Assured and Policy Owner?

    Life Assured: person who is insured

    Owner: person who gets proceeds of the claim

    Who has access to personal information on my policy including medical information?

    Generally, AIA and the Life Assured only. If AIA has received a Consent to Disclose form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply. Please note that this does not apply to death claims.

    Why is it important to have a power of attorney?

    To ensure there is someone appointed to act on your behalf if you are unable to do so due to location, illness or injury.

    What is the difference between a ‘power of attorney’ and ‘enduring power of attorney’?

    Power of attorney: A person appointed under a ‘power of attorney’ acts on the appointee’s instructions. The power of attorney is valid until revoked, and may be granted for a limited period of time.

    Enduring power of attorney: A person appointed under an ‘enduring power of attorney’ can act on your behalf if you are mentally incapacitated, and that power will not be revoked by your subsequent incapacity.

    What is the difference between an executor and a beneficiary?

    Executor: administers the estate and ensures the deceased’s will is followed.

    Beneficiary: benefits from the estate as per the wishes of the will-maker.


    Making an insurance claim – disability

    Making an insurance claim – disability
    - +

    What does ‘certified’ copy mean?

    A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents.

    Who has access to personal information on my policy including medical information?

    Generally, AIA and the Life Assured only. If AIA has received a Consent to Disclose form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply.

    What does total permanent disablement mean?

    This will depend on the wording of your policy, including the type of cover you have taken out and any exclusions on your policy. Generally, total permanent disablement means that you are, after consideration of medical and other evidence, so incapacitated that you are unlikely to ever be able to work (depending on the cover you have taken out, this will either mean working in your usual occupation, or in any gainful employment).

    For the full definition please refer to your policy document. For more information on our current Total Permanent Disablement product, see our product page for this cover.

    Why is it important to have a power of attorney?

    To ensure there is someone appointed to act on your behalf if you are unable to do so due to location, illness or injury.

    What is the difference between a ‘power of attorney’ and ‘enduring power of attorney’?

    Power of attorney: A person appointed under a ‘power of attorney’ acts on the appointee’s instructions. The power of attorney is valid until revoked, and may be granted for a limited period of time.

    Enduring power of attorney: A person appointed under an ‘enduring power of attorney’ can act on your behalf if you are mentally incapacitated, and that power will not be revoked by your subsequent incapacity.

    What is a certificate of non-revocation Power of Attorney (POA)?

    A certificate of non-revocation is declaration by the appointed attorney that as at the date of the declaration the Power of Attorney has not been revoked. The certificate must be signed by the attorney every time they make an enquiry or process a transaction on the account holder’s behalf.

    What is the difference between the Life Assured and Policy Owner?

    Life Assured: person who is insured

    Owner: person who gets proceeds of the claim


    Making an insurance claim – Critical Conditions (Trauma)

    Making an insurance claim – Critical Conditions (Trauma)
    - +

    What does ‘certified’ copy mean?

    A copy of the original document, sighted alongside the original and certified as a true copy of the original by a Justice of the Peace, solicitor or anyone else who is able to certify documents.

    Who has access to personal information on my policy including medical information?

    Generally, AIA and the Life Assured only. If AIA has received a Consent to Disclose form, completed by the Life Assured and giving consent to release information to another specific person, then we can release information to that person. There are certain exceptions under privacy legislation relating to the disclosure of personal information which can apply.

    What conditions am I covered for?

    Please refer to your policy document for the full list of conditions and the specified definition that you are covered for.

    Why is it important to have a power of attorney?

    To ensure there is someone appointed to act on your behalf if you are unable to do so due to location, illness or injury.

    What is the difference between a ‘power of attorney’ and ‘enduring power of attorney’?

    Power of attorney: A person appointed under a ‘power of attorney’ acts on the appointee’s instructions. The power of attorney is valid until revoked, and may be granted for a limited period of time.

    Enduring power of attorney: A person appointed under an ‘enduring power of attorney’ can act on your behalf if you are mentally incapacitated, and that power will not be revoked by your subsequent incapacity.

    What is the difference between the Life Assured and Policy Owner?

    Life Assured: person who is insured

    Owner: person who gets proceeds of the claim

    Claims Philosophy

    We know making a claim is often a result of a difficult time in your life. It is the time when you need us the most. With one of the largest and most experienced claims team in New Zealand, nationwide rehabilitation support and a transparent claims review process, we ensure your claims experience is excellent, fair and fast.

    Rehabilitation Philosophy

    For us, getting your claim paid is just the beginning. With over $1m* paid to support customer rehabilitation, we believe your health and wellbeing journey goes beyond paperwork and claims payment. Our rehabilitation philosophy is based on the fundamental principles of Focusing on Ability, not Disability. With this proactive focus on rehabilitation, we are able to offer Rehabilitation Services at the right time in our customer’s journey, providing evidence based, results-focused programs nationwide. We work closely with you to understand what you need to get back on track, while supporting you through your rehabilitation.


    *2021 Claims statistics, Between 1 January and 31 December, as reported by the AIA Claims team

    • CLAIMS PHILOSOPHY

      Helping people when they need it most

    • Rehabilitation Philosophy

      Focusing on ability, not disability

    Claims Paid

    We paid 94%* of the claims we received in 2021

    AIA paid

    $620.6 M

    in claims

    between 1 January and 31 December 2021.


    *Reported by the AIA business Insights Team. Amount paid includes GST, maturities and surrenders

    FAQ and Forms

    Are you looking to update your personal or policy details? Find the answers and forms for our frequently asked questions.

    Get advice

    If you would like to talk about your life insurance needs, we can put you in touch with an adviser in your area.

    My AIA

    MyAIA (previously called MySovereign) is our customer portal where you can view policy information and find answers to your questions.

    Need help with your claim?
    Need help with your claim?
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    Need help with your claim?

    You can also call us (between 8am and 6pm, Monday to Friday) on 0800-500-108.

    Contact Us

    0800 500 108

    Mon-Fri 8am - 6pm

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    Mon-Fri 8am - 6pm

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    AIA New Zealand Limited
    Private Bag 92499
    Victoria St West
    Auckland 1142

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    CONTACT US

    0800 500 108

    Mon-Fri 8:30am - 5pm

    Live chat
    Mon - Fri 8am to 6pm
    AIA House, 74 Taharoto Road, Takapuna, Auckland 0622, New Zealand
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