At AIA, we understand the impact a serious illness or injury can have on our mutual customers and their loved ones. Our Claims team is passionate about what they do and they treat customers with empathy, and compassion whilst focusing on delivering a personalised, supportive and holistic claims experience. We are therefore proud to introduce our new 360 Care Claims framework. 360 Care is currently available to eligible income protection claimants and is offered free of charge. 360 Care is an evolving claims experience that will be available to more claimants in the future. This new framework will help provide a focus on what our end to end claims experience is and how it can support your clients during their time of need.
What is 360 Care and how can it support your clients? Expert support and guidance when your clients need it most Your clients will be provided with a dedicated, experienced Case Manager who will make sure the claims experience is tailored for them and their family's needs so they can focus on their recovery. Rehabilitation and transitioning back to work We understand that everyone's situation is different. A Case Manager will work closely with your client and medical professionals to design a rehabilitation programme specific to their needs and support their recovery. Post Care Recovery Our support doesn't stop when your clients return to work. As part of 360 Care, we offer a Post Care Recovery programme to support them once they have transitioned back to work. What does 360 Care mean to your clients? Support & rehabilitation Personalised support from a dedicated, experienced Case Manager: at home, via video conference or over the phone. Holistic and proactive rehabilitation programmes tailored to your clients' needs. Speed & simplicity Our Claims team aims to respond to customers within 48 hours. End to end support throughout the claims journey, keeping it simple and stress-free for your customer during their recovery. Trust & reassurance We have one of the largest life Claims Team in New Zealand. AIA paid 92% of all claims received in 2023 and protected more than 800,000 Kiwis.1 Who is eligible for 360 Care? Income Protection Claimants 360 Care is currently available to income protection claimants, and specifically for customers who may require additional support to be able to return to wellness, work and life. 1 As reported by the AIA Business Insights Team
