Make a claim

Our purpose is to make a difference in your greatest time of need. We know that making a claim can be a daunting and overwhelming experience.

We're here to help you with every step of the claim process and we're committed to assessing your claim or benefit, quickly and efficiently.

To make a new claim, check the progress of a current claim, or notify us of a member’s death call us on 1800 825 246.

How to make a claim

There are up to six steps involved in making a claim with us:

The six steps to making a claim are: Notification, lodgement, assessment, decision, objection, finalise


Notification

  • Call us on 1800 825 246 to let us know you’d like to make a claim.

  • We’ll post or email the required forms to you.

  • You’ll need to attach relevant certified ID and documentation.

  • You can send your information to us by email or post:

      • Email: claims@unisuper.com.au
      • Post: UniSuper Claims Department, Level 1, 385 Bourke Street, Melbourne VIC 3000.

Lodgement


  • We’ve received your paperwork.

  • We’ll contact you if we need any more information.

  • A member of our team will be assigned to you to look after you from beginning to end.

Assessment


  • We’ll start assessing your claim and/or work with our Insurer if applicable.
  • We may need to contact you, your employer or medical professionals (if applicable), to request additional information or contact other potential beneficiaries (for death claims), to continue the assessment.

  • You can send your information to us by email or post.

Decision


  • You've submitted everything we need to assess your claim (and if applicable, our Insurer has made a decision).
  • Our Insurance Management Committee (IMC) has reviewed and agreed on a decision on your claim for benefits. (If applicable, our Insurer’s decision has been reviewed by a UniSuper Claims Assessor.)

  • This decision is communicated to you in writing.

Objection 


  • Don’t agree with the decision we’ve made? You’re welcome to submit additional information to your case manager to support your objection.

  • Your objection may then be escalated to the Insurance Committee (IC) for a final determination on your claim for benefits.

  • You can also lodge an objection directly with the Australian Financial Complaints Authority (AFCA).

Finalise


  • Your options will be communicated to you once the IC makes its final decision.

  • If your claim is approved, the decision will include information about your benefit payment.

  • Don’t agree with the final decision we’ve made? You're welcome to lodge a complaint with the ACFA for a review of the Trustee's decision.

Some tips on how to make a claim

  • Notify us of your intention to claim as soon as possible.
  • Seek financial advice. As every claim is different, ask us to suggest at what stage you might want to talk to an adviser about your claim.
  • You’ll need to provide certified documents for some claims. For more information on who can certify documents, refer to the Your guide to proof of identity fact sheet.

How to submit your claim

Lodge your claim with us by email or post:

  • Email: claims@unisuper.com.au 
  • Post: UniSuper Claims Department, Level 1, 385 Bourke Street, Melbourne VIC 3000.