Claims 360 Care Income Protection

A personalised end to end claims experience when support matters the most.

AIA CLAIMS 360 CARE

What is 360 Care? Having an illness or injury that stops you from working can be difficult for you, and your loved ones. We understand that getting your claim paid quickly is just the beginning, and you may need additional support to be able to return to wellness, work and life. • AIA 360 Care is a personalised end to end claims experience that provides support, guidance and rehabilitation when you need it most. • The programme is currently available to eligible income protection claimants and is offered free of charge. 360 Care is an evolving claims experience that will be available to more claimants in the future. • Our support doesn’t stop when you return to work. We also offer a Post Care Recovery programme to support you once you are back in the workplace.

Expert support and guidance when you need it most You will be provided with a dedicated, experienced Case Manager who will make sure your claims experience is tailored for you and your family’s needs so you can focus on your recovery. Your Case Manager is your personal point of contact, who will go the extra mile to provide you with: • Support and guidance throughout your claims journey • Answer any initial questions about your policy • Guide you through any claims information that you need to provide • Establish whether any medical reports are required • Facilitate your rehabilitation programme/return to work programmes on your behalf

aia.co.nz/360care

Rehabilitation and transitioning back to work At AIA, our rehabilitation service focuses on occupational rehabilitation – assisting people returning to wellness and work after illness or injury. We understand that everyone’s situation is different, and your Case Manager will work closely with you, and medical professionals to design a rehabilitation programme specific to your needs, to support your recovery. When returning to work, there are also many services that we may use to make the transition as simple as possible; including: • Graded exercise programmes • Wellness programmes • Business coaching • Gradual return to work programmes • Career advice and redirection If you are unable to return to your usual job, your Case Manager can also help you to identify alternate occupations.

Post Care Recovery Our support doesn’t stop when you return to work. As part of 360 Care, we offer a Post Care Recovery programme to support you once you have transitioned back to work. After completing a successful rehabilitation programme, your Case Manager will work with you to design a Post Care Recovery programme that helps you continue your recovery while in the workplace, should you need to. We will support your journey back to performing your normal work duties so you can get back to feeling yourself again. Three months after you have started back at work, we’ll be in touch to assess your recovery progress and identify any further support you need. This could include therapy sessions, gym access, support from an Occupational Therapist or other relevant health providers. The sooner you get back to work and your normal life, the better it is for your health and wellbeing.

Did you know? In 2024, we paid over $97.2 million in income protection insurance claims with an additional $1.38 million via our AIA 360 Care programme to assist with rehabilitation support.

PAID OUT $97.2M

AIA Claims 360 Care

Supporting our customers to successfully return to work Hear our customers claims stories

David's* story 54 year old male | working full time in banking | mental health claim After making a claim in 2023, David was quickly assessed and sent to a psychiatrist and psychologist to get an initial recommendation about what medication and therapy would be most beneficial to him for his recovery. Following this initial assessment, David’s Case Manager flew down and met with him face-to-face. He was then referred to an Occupational Physician who made recommendations around further rehab. David met regularly with an Occupational Therapist who helped facilitate his return to work. AIA provided support with some professional supervision. Our team followed up after three months with regular contact to check how he was going. David is fully back to work and thriving.

Hōne’s* story 41 year old male | working full time in finance | living with neurological issues In 2024, Hōne was already under specialist care but didn’t know who to contact to get further support. He made a claim and AIA referred and sent him a clinical psychologist and exercise physiologist to help support his rehabilitation and recovery. Whilst Hōne was on claim, he unfortunately lost his job. With AIA’s support, we were able to provide him with vocational assistance to help him find a new role. After 6 months of regular rehabilitation, he was eventually cleared to return to work. Hōne found a new role and re-joined the workforce..

Sarah’s* story 38 year old female | working full time in an office | cancer diagnosis In 2023, Sarah was diagnosed with cancer. AIA was advised of Sarah’s claim whilst she was receiving care and treatment for her cancer. AIA were able to refer her to a clinical psychologist to support her recovery. Whilst in recovery, Sarah felt well enough to return to work. AIA helped her to engage with an Occupational Therapist to set up a return-to-work plan. Through the help she received, Sarah was eventually able to return to work full time and is well on her way to recovery.

*Personal details have been altered due to client sensitivity

AIA Claims 360 Care

How to save on insurance with

and get up to $560 in rewards

When you become an AIA Vitality member you get a 10% premium discount on eligible insurance products in your first year. Your savings don’t end there, now you’re in control of the premium discount you can continue to receive through ongoing engagement with the AIA Vitality programme. Your premium discount will increase, decrease, or stay the same annually based on the AIA Vitality Status you have achieved at policy anniversary*. Plus, as soon as you’ve activated AIA Vitality you can start accessing tools and discounts through our partners to begin your health and wellbeing journey. When you make healthy choices, like tracking your sleep or reaching your weekly physical activity targets, you earn AIA Vitality Points. As you earn more points you’ll move from Bronze to Silver, Gold and finally to Platinum Status. Improve your AIA Vitality Status to earn up to $300 in Status Rewards.

Example of how your AIA Vitality Status impacts your premium flex and rewards you can earn:

GOLD 20,000 POINTS

BRONZE 0 POINTS

SILVER 10,000 POINTS

PLATINUM

30,000 POINTS

35,000 POINTS

-2.0% per annum to a minimum of 0%

-1.0% per annum to a minimum of 0%

+2.0% per annum up to a maximum of 20%

Retain current discount

PREMIUM FLEX

Example: Your AIA Vitality year 1 discount is 10% (the initial discount)

If you retain Bronze, your year 2 DISCOUNT WILL BE 8%

If you reach Silver, your year 2 DISCOUNT WILL BE 9%

+50 Airpoints Dollars™ If you reach Gold, your year 2 DISCOUNT WILL BE 10%

If you reach Platinum, your year 2 DISCOUNT WILL BE 12%

+100 Airpoints Dollars™

+125 Airpoints Dollars™

+25 Airpoints Dollars™

+$25 Woolworths Gift Card

+$50 Woolworths Gift Card

+$100 Woolworths Gift Card

+$125 Woolworths Gift Card

20% discount Gift Card

30% discount Gift Card

40% discount Gift Card

50% discount Gift Card

*More details on Premium Flex, refer to aia.co.nz/premium-flex. The table above is for illustrative purposes only.

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0800 500 108 Monday - Friday, 8.30am - 5.30pm

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Disclaimer Other things you should know: the availability of insurance cover is subject to your application being approved. All applications are subject to individual consideration. Special conditions, exclusions and premium loadings may apply. This insurance is underwritten by AIA New Zealand Limited (‘AIA’). For full details of the products and benefits offered by AIA, please refer to the policy document(s) which are available from AIA. The information contained in this publication is general in nature and is not intended as advice. It may not be relevant to individual circumstances and before making any insurance decision, you should consult a professional Adviser.

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