Claims on Wheels – talk to a face, not a form

What is Claims on Wheels?

Claims on Wheels was born from a simple idea via the CEO Think Tank, an internal program run at AIA and was officially launched on Monday the 14 August 2017. It is the industry’s first personalised, mobile assistance program that aims to make the claims process easier for our clients and advisers. Starting as a six month pilot in Victoria, the initial focus will be on Crisis Recovery claims – and specifically Cancer. If successful, the service will be rolled out to other states in Australia. The recent launch marks a culmination of teamwork, creativity and passion over a two year period with one objective in mind: keeping the client squarely at the centre of everything we do.

Following a crises, the last thing our clients should have to worry about is paperwork – and that is why AIA is moving away from the traditional, transactional claims process and moving towards Claims Consultants who can assist clients throughout the claims process.

Claims on Wheels offers:

  • a visit by a Claims Consultant to the client’s preferred meeting place;
  • a Kit for Cancer containing essential products to assist them through their illness;
  • answering questions, completing forms and updating the client on the progress of their claim;
  • adds another support network for our clients and their families or in some cases, their only support network.

Delivering the Message

Delivering the Claims on Wheels message to the wider community has been paramount to the success of this initiative mainly via adviser appointments supported by our Vic/Tas Sales Team.  A month on from launching Claims on Wheels, the feedback has been overwhelming. Advisers are telling us that this is a wonderful initiative and want to learn more.

Meet our first Claims on Wheels Claimant

Meeting with Mei at her office on Little Collins Street on Wednesday the 30th of August was such a privilege. When I mentioned to her that she was our very first Claims on Wheels client, she was thankful for the service as it took the pressure off her having to complete forms on her own. There was a pile of hospital paperwork to discuss and work through together. Getting to know Mei and her story helped me understand what a claim payment would mean to her and her family.

Mei has held her policy with AIA for 14 years and has had only minor health problems until recently when she was diagnosed with cancer. Her surgery was scheduled for a week after my visit so it was paramount for us to have all forms completed so that Mei could focus on closing up her business and her health. After the visit, Mei’s claim was paid within 5 business days – her Kit for Cancer ready the hospital.

Inside the Kit for Cancer


Michelle D’Souza
Claims on Wheels Consultant
AIA Australia

Michelle is a degree qualified Registered Nurse who has worked in the area of Gastroenterology, Acute Surgical and Medical Nursing, Paediatrics and Clinical Education for 7 years prior to life insurance. Starting at AIA as a Claims Assessor, Michelle gained exposure to all facets of claims management and assessment over the last 3 years whilst continuing to work part-time as a Registered Nurse. Recently she took on the new full time role of Claims on Wheels Consultant.

Ph: 0434 607 999

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