An insurance settlement can help during tough times. We're here to support you and we aim to make the claim process smooth as possible. The earlier you can let us know, the sooner we can settle your claim.
To start your claim, call us on 1800 331 685 or contact us
Our claims process
When you lodge your claim, you’ll have a dedicated member of our team looking after you from start to finish.
How long your claim takes depends on the type of claim and its circumstance, as well as how quickly we receive documents and information. Your case manager will keep you updated and answer any questions you have.
Lodging a death claim or terminal illness claim
Once you’ve let us know you intend to make a claim, we’ll let you know what information you’ll need to provide.
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More about lodgement
We’ll usually need certified copies of ID documents to ensure the payment reaches the right person. This could include the ID of dependants and other beneficiaries.
If a loved one has passed away, we may ask for:
- a certified copy of the death certificate
- a signed Medicare or Pharmaceutical Benefits Scheme (PBS) request form
- a report from their treating doctor or specialist, or from the coroner
- a Medicare history report.
If you are terminally ill:
- To be eligible to claim your external insurance and/or inbuilt benefit, your medical practitioners will need to certify that your life expectancy is less than 12 months.
- To be eligible to access your super early, your medical practitioners will need to certify that your life expectancy is less than 24 months. There could be significant consequences to accessing your super early, including forfeiting your external insurance cover. Please call us on 1800 331 685 and we can take you through your options.
As part of your claim, we may ask for:
- certification from two of your medical practitioners, one of whom is a specialist (for more information about the medical practitioners who are qualified to provide certification, refer to the PDS that’s relevant to you. We can also talk you through these requirements when you call us)
- additional information from your doctors
- a Medicare history report.
Assessment
We’ll start assessing your claim based on the information provided or work with our Insurer to do so.
We might need to contact you or other people, like your doctor or other potential beneficiaries, for more information.
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More about assessment
Where there is no binding beneficiary nomination, we’ll need to consider all possible beneficiaries. These may include those named in a non-binding beneficiary nomination, in your loved one’s Will, your Will, or any of your dependants.
Decision and payment
We’ll let you know your claim outcome and, if your claim is approved, will make payment arrangements.
Lodging a disability or income protection claim
Once you’ve let us know you intend to make a claim, we’ll let you know what information you’ll need to provide.
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More about lodgement
We’ll usually need certified copies of ID documents to ensure the payment reaches the right person.
We may also need:
- reports from your doctors, specialists and allied health providers
- a medical assessment from an independent specialist or practitioner on your condition or your capacity to work
- financial information.
You can authorise us to get the required information for you.
Assessment
We’ll start assessing your claim based on the information provided, or work with our Insurer to do so.
We might need to contact you or other people (like your doctor) for more information.
Decision and payment
We’ll let you know your claim outcome and, if your claim is approved, make payment arrangements. We’ll also detail any waiting periods that may apply and outline the conditions for ongoing payments.
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More about payments
We’ll usually make regular reviews of your entitlements. How often we review your case depends on the type and cause of your claim.
As a guide:
- Disablement claims are reviewed every 2 years.
- Temporary incapacity and income protection claims are reviewed every 6 months.
We're dedicated to fair, stress-free claims
Fairness
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Here for you
If you don't agree with our decision
If you think our decision doesn’t meet your needs or doesn’t consider new or changed information, you can ask us to review your claim.
After our review, we’ll let you know whether our decision has changed or stays the same.
We are committed to delivering the best results. If you still don’t agree, you can lodge an objection with the Australian Financial Complaints Authority (AFCA).
Learn more about insurance claims
