AIA to take home visit program national

The Claims on Wheels program sees AIA Australia consultants visit “people facing significant health issues” in their own homes to help them with the claims process.

In a statement, the company said the program proved very successful in Victoria where it was implemented in 2017 with a focus on cancer patients, and, as such, AIA Australia intends to extend it to other claims and implement the program around Australia.

“At AIA Australia, we want to make a difference in people’s lives, especially supporting them when they are going through a tough time,” said AIA Australia and New Zealand chief executive Damien Mu.

“With Claims on Wheels we aim to make the process of submitting a claim and starting treatment easier so they can solely focus on recovery.”

The company says the program has a number of benefits for clients, including improved adviser experience, personalised support, and enabling a continuous dialogue between clients and the service team through a feedback dashboard.

“I’m incredibly proud of the team delivering this service. The positive feedback we have been getting is testimony to both the intrinsic value of this care-based approach to insurance service delivery and their dedicated efforts to implement it,” Mr Mu said.