Whether you’re an existing customer, curious about financial advice, or just have a question – choose how you contact us.
WILL I KEEP THE SAME FINANCIAL PLANNER?
If you are a former Commonwealth Financial Planning customer who transferred to AIA Financial Wellbeing, your financial planner may be among those who joined AIA Financial Wellbeing at the same time. Ask our customer service team by calling 1800 434 044.
If you are a new customer, you will be matched with a financial planner whose expertise suits the type of advice you are seeking.
WHAT SERVICES DO YOU PROVIDE?
Our financial planners can advise you in the following areas:
HOW LONG DOES IT TAKE?
The length of time for the advice process depends on the complexity of your objectives, goals and needs. However, generally:
WHAT ARE YOUR PRICES?
Our advice fees are scaled depending on the complexity of advice you are seeking. We pride ourselves on providing affordable, straightforward and quality advice for Australians.
Before providing personal advice, your financial planner will discuss the fees and payment options with you. These fees will be based on your individual circumstances, the complexity of your situation and the time it takes to prepare your personal financial advice.
Our advice fees typically range from $400 to $3,300 + GST. If you direct us to make any amendments to your advice document an additional fee may be charged.
Product provider fees
Investment and superannuation products that we recommend may have associated fees, including administration fees, investment costs, switching fees and buy/sell spreads. These fees are collected by and payable to the product issuer.
Insurance premiums
Insurance products that we recommend have insurance premiums payable by you. These premiums are collected by and payable to the insurer.
WHAT IS THE REFUND PROCESS FOR ADVICE FEES?
If a transaction has been processed by us and you change your mind about our services, you will need to request for a refund. To request a refund, please call us on 1800 434 044.
DO AIA FINANCIAL WELLBEING PLANNERS RECEIVE COMMISSIONS?
No, our financial planners do not work on commission. As employees, they are paid a salary and superannuation.
In addition, they are also eligible for discretionary short term incentives based on their performance against key performance indicators, values and risk goals. This generally does not exceed 40% of their salary.
The performance indicators do not include sales revenue and the short term incentives have no link to the commission received from product providers or the fee amount you may pay for the advice they provide.
AIAFW may receive commissions on life insurance products. The ongoing life insurance commission that AIAFW can receive will not exceed 33% per annum of the premium for level commission structures.
Any life insurance commission payments that AIAFW receive are not an additional cost to you.
AIAFW may receive referral fees on health products when AIAFW refers you to AIA Health Insurance. AIAFW may receive 20% of first year premium (as a referral fee) from AIA Health for health insurance referrals.
More detail may be found in our Financial Services Guide.
WILL I BE LOCKED INTO A CONTRACT WITH AIA FINANCIAL WELLBEING?
No. You only pay for the advice you need, when you need it.
WHAT INFORMATION WILL I NEED TO PROVIDE?
If you are a former Commonwealth Financial Planning customer who transferred to AIA Financial Wellbeing, most of your personal details and product information was sent to us on 1 December 2021, so we can help service and support you moving forward. Should you need new advice, we may need to verify or update your details.
If you are a new customer, we’ll ask for your contact details (full name, phone, email address). Before your first meeting with a financial planner we’ll provide you with access to our customer portal where you can enter other information relevant to your financial situation and goals, such as income, superannuation, and any insurances and investments held. This information will be handled strictly in accordance with our Privacy Policy.
DO I NEED A POLICY WITH AIA TO GET ADVICE?
No, it will be our pleasure to advise you no matter what your circumstances are, or which product/s you currently hold.
WILL YOU ONLY RECOMMEND AIA PRODUCTS?
No. We have several product providers on our Approved Product List (APL), not just AIA. Our financial planners will make recommendations in your best interests, based on your situation, goals and objectives.
If your financial planner believes that a product that is not listed on our APL is more suitable to your personal circumstances, goals, needs and objectives, then that product will need to meet our selection criteria and approval process.
CAN I UPDATE MY DETAILS ONLINE?
New customers: yes, you can review your investments and insurances, and update your personal details at any time via our customer portal. Initial login details are sent to you ahead of your first meeting with a financial planner.
Existing customers: yes, you can view your investments and insurances, and update your personal details at any time via our customer portal. To request access, please call us on 1800 434 044. After completing a quick security check, we’ll send you through your login details.
At AIA Financial Wellbeing, we want to make sure your experience with us is professional and positive. However we know sometimes things can go wrong and when they do, we want to know about it and we want to help you.
If you’d like to contact us to make a complaint, please use the web form below to get in touch with our Complaints specialists. Our Complaints Policy details how we handle and resolve customer complaints, and the complaint handling process so you understand what happens next. It also outlines our commitments to you, our customers.
VIEW OUR COMPLAINTS POLICY
There are many ways you can lodge a complaint. Please select the option most convenient for you:
Attention : AIA Financial Wellbeing
Address : PO BOX 6051 MELBOURNE VIC 3004
Should you wish for someone to act on your behalf in making a complaint, such as an advocate or representative, they are also welcome to contact us using the channels listed on this page
For privacy reasons, we may need your consent to discuss your circumstances with them.
If you are unhappy with our final response please view the complaints policy via the link above to find the relevant external body you can contact regarding your complaint.
To lodge a complaint, use the form below to document the basis of your complaint and an AIA Financial Wellbeing team member will contact you to discuss.
