AIA Australia has expanded its Claims on Wheels initiative to cover a wider range of claims ahead of a national expansion of the program in the near future.
The initiative, which was launched with a pilot program in Victoria in 2017 (see: AIA Trials Mobile Claims Assistance for Serious Illness), has moved beyond its initial focus of cancer patients and now includes coronary care, income protection and all other types of claims.
The expanded initiative would continue to offer face-to-face support and will also include a continuous feedback dialogue with the claims service team and the creation of Coronary and Cancer Kits that include products to support claimants through their conditions.
AIA Australia and New Zealand Chief Executive, Damien Mu said the free service, which provides in-home assistance through the claims process to people with significant health issues, had gained traction among claimants because of the ‘personal touch’ provided by AIA Australia consultants.
“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,” he said.
Mu added that Claims on Wheels was focused on making the process of submitting a claim and starting treatment easier so claimants could focus on their recovery and AIA Australia would continue to develop services and products built around increased social impact and care for customers.
