AIA Australia has released its inaugural 2025 Impact Report, highlighting how the insurer supported customers, including paying more than $2.4 billion across more than 34,000 claims over the year.
The insurer says the report showcases the benefits it delivered in 2025 to customers and the community through financial protection, early intervention and wellbeing support. This includes:
- $726 million across 6,365 Total and Permanent Disability claims
- $864 million across 22,777 Income Protection claims
- $146 million across trauma claims
The company says mental health claims were the leading cause of claim across both retail and group insurance “…prompting ongoing interventions from the insurer’s wellbeing and product teams to ensure product sustainability and appropriate support is prioritised.”
It says that beyond claims, the report highlights AIA Australia’s commitment to shared value through its focus on prevention, industry and environmental sustainability and social impact.
The company says that through its AIA Embrace wellbeing ecosystem, it continues to invest in programs that support customers before, during and after a claim, helping them improve their health, wellbeing and long-term resilience through prevention, early intervention and recovery support.
In 2025:
- Nearly 10,000 customers were referred to AIA Australia’s in-house Wellbeing Team
- Participants in the Mind Coach program reported an 83% improvement in psychological symptoms, outperforming industry benchmarks
- Customers completing the Pain Coach program reported a 91% improvement in function, significantly exceeding industry benchmarks
- Cancer Coach referrals increased by 20%, driven by earlier engagement and intervention
- 67% of customers participating in return-to-work focused rehabilitation programs successfully returned to work
- Early Support absence management programs achieved a 65% return-to-work rate, helping employees who had been absent from work for 10 consecutive days reconnect with work sooner
“These outcomes highlight the value of early, targeted support in improving recovery, reducing claim duration and delivering better long-term wellbeing outcomes,” AIA says.
The report also showcases the impact of AIA Vitality, which experienced one of the strongest growth periods in its history in 2025, reaching 280,000 members. Growth was supported by the launch of AIA Vitality with a major Group Insurance partner.
AIA Vitality members completed more than 70,000 preventative health checks, more than 1.5 million mental wellbeing activities, and over 800,000 gym visits during the year, demonstrating strong engagement in proactive health management and wellbeing.
In 2025, AIA Vitality members redeemed $4.6 million in Active Benefit rewards, with $3.8 million directed towards cost-of-living relief, including Woolworths vouchers and Commonwealth Bank savings contributions.
AIA Australia CEO and Managing Director Damien Mu says the report reflects the organisation’s commitment to delivering meaningful impact beyond insurance.
“Our purpose is to make a difference in people’s lives. While paying claims remains one of the most important ways we deliver on that promise, we’re steadfast on helping Australians stay healthier, recover sooner and achieve better long-term outcomes.”
He says the report demonstrates “…the power of combining financial protection through insurance with prevention, early intervention and wellbeing support.”
Click here to see the full report.
