Complaint resolution process

At AIA Australia, we want to make sure your experience with us is professional and positive. However we know sometimes things can go wrong and when they do, we want to know about it and we want to help you.

If you’d like to contact us to make a complaint, please use the web form below to get in touch with our Complaints specialists. 

Our Complaints Policy details how we handle and resolve customer complaints, and the complaint handling process so you understand what happens next. It also outlines our commitments to you, our customers. 

There are many ways you can lodge a complaint. Please select the option most convenient for you: 

1. Email us at au.complaints@aia.com
2. Email us at au.groupcomplaints@aia.com if your insurance is provided via your Superannuation fund, Master Trust or Corporate.
3. Mail us at AIA Australia, PO Box 6111, Melbourne VIC 3004
4. Contact your Financial Adviser
5. Contact your Superannuation fund directly
6. Complete the form below and we will get in touch with you.

Should you wish for someone to act on your behalf in making a complaint, such as an advocate or representative, they are also welcome to contact us using the above channels. For Privacy reasons, we may need your consent to discuss your circumstances with them. 

If you are unhappy with our final response please view the complaints policy via the link above to find the relevant external body you can contact regarding your complaint. 

If you have any complaints in relation to your AIA Vitality membership, rewards or benefits you can lodge a complaint in one of the following ways. Please select the option that is best for you: 

1. Call our member services team on 1800 848 254 (select option 1)
2. Email us at info.au@aiavitality.com.au
3. Contact your Financial Adviser
4. Complete the form below and we will get in touch with you

We always want to make sure our members are being treated well and we're happy to receive any feedback you may have. We aim to resolve problems at the first point of contact. If you need to make a complaint, here’s how you can go about it.

• Phone us on 1800 333 004, Monday to Friday between 8am and 6pm AEST.
  
• Email us at health.memberservices@AIA.com.au
• Write to us at:

AIA Health Insurance
Att: Health Insurance
PO Box 7302
Melbourne VIC 3004

For information about private health insurance or to make a general enquiry, please refer to www.privatehealth.gov.au

You can also use any of the methods above to request a copy of our full Complaints Handling policy.

We will always do our best to resolve any issue you have, but if you’re not happy with our solution you can contact the Commonwealth Ombudsman

• Phone: 1300 362 072
• Web: www.ombudsman.gov.au
• Mail:    

Commonwealth Ombudsman
GPO Box 442
Canberra ACT 2601

Most problems can be resolved quickly by simply talking to us.

Our Complaints Management Policy details how we use customer complaint information to understand root causes, identify issues and put things right. It also outlines what we do when you make a complaint. 

For any insurance products previously offered by CommInsure, Colonial, Commonwealth Financial Services and SuperTrace, you can lodge your complaint by calling or writing to us.

For Life Insurance

• Phone us on 13 1056 Monday to Friday between 8am and 6pm AEST/AEDT, excluding public holidays
  

For Simple Life, Loan Protection and Credit Card Insurance

• Phone us on 13 3982 Monday to Friday between 8am and 6pm AEST/AEDT, excluding public holidays

For Endowment, Investment Bond, Life Umbrella, Living Money, Money Plan, PruPac, Pure Endowment, Retirement Accumulation Plan, Retirement Investment Plan, Retirement Plus Account, Rollover Bond, Rollover Deposit Plan, Umbrella Financial Plan, Umbrella Investment Plan, Whole of Life, Immediate Annuity - ex Staff Fund, Investment Growth Bond, Lifestream Guaranteed Income, Personal Superannuation Bond, Superannuation Bond (ED3, EE3, EG3, E01, E02), Tailored Annuity Plan, Tooth & Co annuity (complying)

• Phone us on 1800 624 100 Monday to Friday between 8:30am and 6pm AEST/AEDT, excluding public holidays

For Deferred Annuity, InvestorPlan, Lifebuilder, PruPlan (all versions), Rollover Deferred Annuity, Rollover Plan (all versions), Superannuation Bond (CYPPS and IBCYP versions), Superannuation Bond "S" Series, SuperFlex Superannuation, SuperPlan Superannuation, Wealth Portfolio

• Phone us on 13 1778 Monday to Friday between 8:30am and 6pm AEST/AEDT, excluding public holidays

For Tailored Annuity Plan - Allocated Annuity, Easy Saver, Investment Bond (BOND), LifeLink (all versions), LifeWise (all versions), Managed Plan (all versions), Personal SuperCARE, Retirement Saver (all versions), SuperBridge (all versions), SuperCash, SuperGuaranteeCARE, SuperLink (all versions), SuperSpan (all versions), SuperUnits, SuperWise (all versions)

• Phone us on 1800 631 600 Monday to Friday between 8:30am and 6pm AEST/AEDT, excluding public holidays

For Flexible Income Retirement Plan, Master Fund Superannuation, Personal Superannuation Portfolio, Select Allocated Pension, Select Personal Superannuation, Wholesale Investment Portfolios, Allocated Annuity, Investment Bond (IBP01), Privilege Plus, Rollover Bond, Savings Care Plan, Savings Plan

• Phone us on 1800 552 660 Monday to Friday between 8:30am and 6pm AEST/AEDT, excluding public holidays

For Business Super Bonds, Corporate Super Bonds, Family Bonds, Insurance Bonds, Investment Funds, PensionSelect, Personal Superannuation & Rollover Plan, Roll-Over Bond, Rollover Fund, SuperSelect, Income Plan, Income Select, Superannuation Savings Account

• Phone us on 13 20 15 Monday to Friday between 8:30am and 6pm AEST/AEDT, excluding public holidays

Or you can write to us: 

• Email us at CMLAcustomerrelations@cba.com.au
• Write to us at:

Customer Relations
PO Box 234
Parramatta NSW 2124

If you are not sure of the product you have, please refer to a recent statement or correspondence you have received.

To lodge a complaint, use the form below to document the basis of your complaint and an AIA team member will contact you to discuss.