Our response to COVID-19

Dear customers,

We continue to face a serious health and economic challenge. We want to ensure you remain informed about how we are operating throughout this time.

As a global insurer, we are monitoring the situation around the world, and working with our colleagues from across the Asia Pacific region. We’re following closely the Australian Government and global and national health authorities, to ensure we are addressing the latest health and travel developments.

Our current actions

We have detailed incident management, pandemic and business continuity plans in place in Australia, and an internal taskforce is meeting regularly to discuss the evolving situation.

Over the past few months we have grown accustomed to working from home, meeting online and managing our work in the virtual world. From our customer’s perspective, it’s important that claims continue to be assessed and paid, alongside processing applications for cover. Although we’re confident in our systems and processes, you may experience some delays due to an increase in call volumes to our service teams. We are also making ongoing improvements to our processes, to make it easier for you to do business with us in the current environment.

Helping our customers through COVID-19

We continue to update our website with relevant information, frequently asked questions and details regarding financial hardship and other support. I’d encourage you to view the pages below to find out what is applicable to your current situation.

We understand that many people are in an uncertain financial position currently. If you are facing financial difficulty, our team can work with you to find a suitable solution.

Everyone’s safety is our number one concern, including the health of the nation

As part of the Federal Government’s work to slow the spread of COVID-19, the COVIDSafe app is available for Australians to download. This allows health officials to contact people who may have been exposed to COVID-19. Downloading the app is voluntary. You can find out more at the Department of Health’s website. 

In order to protect the health of our staff and those they interact with, we have limited presence in our offices, asking all staff to work from home where possible, and those who must attend our offices are observing strict social distancing policies. We have stopped face-to-face meetings with external parties, together with domestic and international business travel.

We are continuing to take active steps and sensible precautions to keep everyone safe while also keeping our business running, so that we can continue the important work we do to make a difference and support our customers, partners and each other.

Take care,

Damien Mu

CEO and Managing Director, AIA Australia and New Zealand