AIA New Zealand

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Reviews

1. David TM ★☆☆☆☆

   Would give zero stars if possible. Service is extremely appalling. They cancelled my insurance without any reason. I asked why and got no responses. Left me in the dark for a week and tried to reinstate it after I had moved on. Email correspondence comes through with broken English, leaving me to question if it’s a phishing email and if I’m a victim of social engineering. They send a generic apology email a week later saying they didn’t mean to cancel it. It’s too late at this point and I let them know immediately as I had moved to another provider. They send another email saying they’ve reinstated my policy. Did that within 3 days, comparatively quicker than how long it takes to process a cancellation inquiry. Again, I reply immediately, re-explaining that I never asked for the reinstatement and I just want it cancelled to be effective from the date that they said. They still took funds out of my account and had to spend weeks going back and forth over how they shouldn’t have cancelled my policy. They don’t seem to understand that their obligation for a month’s worth of insurance is for a period of a month, yet they still won’t refund me the period of non-service from their own fault. Every response to my email is never acknowledged and I am always left with questions unanswered. The key takeaway is that they get the most basic services so wrong. I’m not even asking for much, just answer my questions.

   almost 3 months ago
2. Thomas H ★☆☆☆☆

   Extremely poor experience- would be zero stars if possible. On signing up for life insurance, I was told claims would be processed within 1-2 days. Over two months later after submitting a claim, I heard nothing. I called up and was told I would hear from a manager by the end of the week. I heard nothing. AIA are scammers and nothing more. Do not waste your money with a service that they are not tangibly providing. I asked for a refund for my fees due to their lack in fulfilling their primary purpose - no communication back. Not surprised, they are a gigantic mess of an "institution". Institution is probably a kind word to use for them.

   almost 5 months ago
3. Joshna B ★☆☆☆☆

   The WORST customer service. I sent through a request for a pre approval which hasn't been responded to, I thought id use the live chat to kindly ask if of the eta, the person I spoke to was so rude basically palmed me off and then swiftly ended the chat without even giving me any solutions. I've been with AIA for years and although my health policy and claims experience has generally been good, I expect better from a company like this! SORT your customer service out AIA!

   almost 8 months ago

1. Ljubiša Pavić ★☆☆☆☆

   Failed to follow instructions given a week before policy renewal date for the cancellation of the part of the policy and charged the whole amount regardless. Then to add insult to injury refused to refund the funds they didn't have the authority to help themselves with to the same credit card account they took it from. Complete idiots, had I known they're forcing you to go through the hoops to get the money back they took illegally due to their own poor processes, I'd never take the life insurance with them.

   almost 10 months ago
2. 54188 TT ★☆☆☆☆

   Never buy insurance, because you will never outsmart their actuaries. They have powerful actuarial teams and experts dedicated to finding ways to deny claims. If your toenail is excluded, any issue with your entire leg could be rejected. Think about it—your internal organs are all interconnected. If your stomach is excluded, then problems with your liver, gallbladder, kidneys, bladder, or lungs could also be denied. When it comes down to critical moments, you’ll realize that insurance might not cover anything at all. They are not hospitals or charitable organizations—remember, they are financial products, just like buying mutual funds or stocks. If you’re resourceful, look up their annual claim payouts compared to their profits—the difference will leave you speechless, as it can be thousands of times apart. Take a close look at the exclusion clauses in your policy—it’s all a trap. Unless you buy insurance from birth, especially for kids, the policies are even worse. If your child has ever been treated for a common cold, it could lead to exclusions for anything related to the nose, throat, mouth, allergies, rhinitis, or pharyngitis. They have already calculated the probabilities precisely. Which is more likely: a rare disease or common nose and throat issues? The money you spend on insurance would be better spent on specialist visits. And their claims departments? They only need to say one thing: “No one forced you to sign your policy.” If you don’t understand the deeper connections within the terms, that’s your problem. After all, you can always cancel your policy—but don’t worry, they’ve already made a profit. And those so-called advisers? They’re working for the insurance companies and won’t dare to upset them. They won’t even fight for you when you file a claim.

   1 year ago
3. Wendy Pan ★☆☆☆☆

   I understand everyone is busy, however, you should provide a cancellation form online for customer to cancel their covers. It will be easier for both of us. I understand your job is to sell sell sell, but when customers try to cancel their cover, nobody picks up the phone because there’s no sale. Anyway, have a great day.

   almost 2 years ago

1. Xaarbell NZ ★☆☆☆☆

   Terrible service at many levels. I cannot seem to deal with this company. Yes I have already sent many complaints for years. Barely any improvements. I am taking my insurance to another company soon.

   almost 2 years ago
2. Rosie Deans ★★★★★

   In the last 3 weeks I’ve had to make 2 small non-pre-approved claims (each less than $200) and each time it has been so seamless and so hassle-free. The claims process is exceptionally easy and incredibly efficient via their online portal, I’m super impressed. Each claim was reimbursed to me within 4-5 working days.

   almost 2 years ago
3. Iris Young ★☆☆☆☆

   If I could give a 0 rate to this company, I would! I bought life insurance from this company 20 years ago! It’s kind of saving type insurance, you can get all your paid premium at the end of 20 years term. My term is end in July. After back and forth 3 months, I still haven’t got my repayment! The lady who handles my repayment just don’t reply any questions! Before I send the documents to her, I sent her number of emails to get her confirmation if the documents are sufficient and correct! Never reply me! I had no choice but sent to her straight away, well after lengthy waiting, she told me that the bank account proof from the bank also require JP’s certified! I then had to go to bank again and bring another bank certificate to JP to certify! I posted the certified bank account to her again! 10 days later, she said she hasn’t received it! I asked her give another few days to see if she could receive my post, if not, just let me know by end of that week! No reply ever from her! Such terrible service and attitude! I will never recommend people to buy any insurance from this company! This company is a Pangzi scam! You will never get your money after you put it!

   almost 3 years ago

1. Srikanth Anne ★★★★★

   Great customer service. thanks!

   more 7 years ago

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