360 Care

AIA Claims | 360 Care

A personalised end to end claims experience, when support matters most.

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 customers during their time of need.

What does 360 Care mean to your customers?

  • 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 customers' 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 94% of all claims received in 2021 and protected more than 800,000 lives.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