What happens next? 

CBA believes that quality financial advice plays an important role in helping Australians improve their financial wellbeing, and CFP will continue to offer financial planning services to customers. You can book an appointment with one of our financial planners.

When it launches in the final quarter of 2021, AIA Financial Wellbeing will be able to advise a number of CommBank customers on their life insurance and simple wealth needs across a range of financial solutions from different providers. Visit AIA Financial Wellbeing for more information about their services and our partnership.


Who is AIA? 

In addition to its new advice business, AIA is an Australian life and health insurer and investments business, protecting the needs of more than 3.8 million Australians. AIA is part of the AIA Group, which spans 18 countries across Asia-Pacific.

For customers who have had previous advice with CBA – I need to get advice urgently. Who can I speak with to get this done?

If you’ve not spoken with your CBA financial planner recently and have an urgent need for advice we encourage you to contact them as soon as possible to discuss your particular situation.

Alternatively, you can visit ASIC’s MoneySmart website resources and search ‘Choosing a Financial Planner’. This includes useful information to help you navigate the financial planning process and find the right planner for you.

Who will assist me with making an insurance claim?

CFP can continue to support you with servicing your previous financial advice, including helping you to make a claim.

Where can you get help?

For more information on these changes, you can call us on 1800 247 407 between 8:00am and 7pm AEST, Monday to Friday.

Our friendly CommBank team are still here to help with all your banking needs. For all banking enquiries, please call 13 2221 between 6am and 10pm.

I am not happy with this decision. Who can I speak with?

If you have a complaint please contact us in the first instance. It's important we hear about it so we can make things right. 

We'll take your feedback seriously, work with you to address your complaint quickly and aim to find a resolution that's fair and reasonable. In doing so, we will uphold the Bank's complaint handling principles each and every time.

You can talk to us online or call us:

Things you should know

This website contains important information or updates about your service.

If you have a complaint about AIA products or services, AIA’s dispute resolution team can be accessed on 131 056.

If you have a complaint about something else, the Bank’s dispute resolution process can be accessed on 13 2221. Commonwealth Bank of Australia ABN 48 123 123 124 AFSL and Australian credit licence 234945.

AIA Australia Limited ABN 79 004 837 861 AFSL 230043 (AIA Australia) and AIA Financial Wellbeing are not part of the CBA Group and CBA does not guarantee and is not responsible for the performance or obligations of AIA Financial Wellbeing or for the performance of products issued by AIA Group or AIA Australia. Links or references to material on external sites are provided for your convenience only and inclusion does not represent endorsement of the external providers.