1. AIA confidential and proprietary information. Not for distribution. AIA.COM.AU Claims Care – The Story Monique Le Roux 2015

2. AIA confidential and proprietary information. Not for distribution. 1 Importance of Service Around Claims In 2013, AIA Australia paid out over $670 million in claims. That’s over $2.6 million every working day.

3. AIA confidential and proprietary information. Not for distribution. 2 Efficient Claims Process Always work with an efficient claims department Claims philosophy and payment history can be considered as a part of your product recommendation AIA Australia enables advisers to track claims online * A+ rating is from our independent claims mapping conducted by Sue Laing of The Risk Store – 2010 & 2008

4. AIA confidential and proprietary information. Not for distribution. 3 Branded CARE Kit

5. AIA confidential and proprietary information. Not for distribution. 4 Contact Sheet for your Practice and the Insurer Promote a staff member to Claims Coordinator Create an ‘Insurance Claims’ contact sheet for your practice – Creates structure and process inside your practice – One point of contact for all parties Place the Insurers Contact Sheet inside the kit – Assist client with any clarification needed – Enables client to quickly return claim teams calls

6. AIA confidential and proprietary information. Not for distribution. 5 In Case of Emergency Contact sheet (ICE Contacts)

7. AIA confidential and proprietary information. Not for distribution. 6 In Case of Emergency Contact sheet (ICE Contacts)

8. AIA confidential and proprietary information. Not for distribution. 7 In Case of Emergency Contact Business Card (ICE Card)

9. AIA confidential and proprietary information. Not for distribution. 8 Claims Timeline Please note: Should you have any concerns about finances for the nominated period of time specified below then you should immediately discuss this with us 48 hoursUp to 5 days Will vary depending on complexity of claim

10. AIA confidential and proprietary information. Not for distribution. 9 Explain Your Value & Service Proposition We are living in a competitive world Information is free and readily available Knowledge of product is great, but clients want more Start talking about the value you give, the services you offer SUPPORTING your client is your key!

11. AIA confidential and proprietary information. Not for distribution. 10 Insurers Claim Forms

12. AIA confidential and proprietary information. Not for distribution. 11 Creating Your Own Claims Collateral

13. AIA confidential and proprietary information. Not for distribution. 12 Claims Checklist YesNoPlease add comments / clarification where needed Policy document provided? Original Death Certificate or certified copy? Is the cause of death established Is the death subject to a Coronial Enquiry? Copy of the Coroner’s Report (if ‘Yes’ above) Please note: ABC Financial Planning is managing this claim on behalf of our client. Please consult with us prior to communicating with our client.

14. AIA confidential and proprietary information. Not for distribution. 13 Donate to Your Clients Charity

15. AIA confidential and proprietary information. Not for distribution. 14 Pamper Voucher

16. AIA confidential and proprietary information. Not for distribution. 15 Helpful Information

17. AIA confidential and proprietary information. Not for distribution. 16 Business Survey Seek verbal feedback Create a business survey to improve your services Always see what could have been done better Survey Monkey

18. AIA confidential and proprietary information. Not for distribution. 17 Summary Add and subtract from the kit to create a personalised process Give your company and your client a professional process Ensure it is useful for your client and give them an understanding of the claim process Ensure that you are creating something that is above industry standard Create something unique so that in your client’s dark times they speak positively about you Understand your company entitlements A kit should reflect professionalism with heart and soul

19. 18 | AIA confidential and proprietary information. Not for distribution. 18 Work shop your own CARE kit 18

20. 19 | AIA confidential and proprietary information. Not for distribution. 19 Thank you. 19

21. 20 | AIA confidential and proprietary information. Not for distribution. 20 Disclaimer Confidential - Not for reproduction or distribution without the consent of AIA Australia. The content is current as at the date set out on the cover page of this presentation and may be subject to change. This presentation provides general information only, without taking into account the objectives, financial situation, needs or personal circumstances of any individual. This presentation may contain projections concerning financial information and statements concerning future economic performance and events, plans and objectives relating to management, operations, products and services, and assumptions underlying these projections and statements. It is possible that actual results and financial conditions may differ, possibly materially, from the anticipated results and financial condition indicated in these projections and statements. AIA Australia Limited (ABN 79 004 837 861 AFSL 230043).