COVID-19 information hub

COVID-19 information hub

Keep track of the latest updates about COVID-19 and your super. 

We’re receiving more calls than usual so you might have to wait before getting through to us. Thanks for your patience while we work hard to support you.

Have a question about coronavirus and your super? Check out the FAQs below.

Julie Lander

A message from our CEO

We are undeniably in a challenging environment that’s continually evolving. COVID-19 is affecting us all in some way.

Things may be uncertain out there, but some things never change - our priority is as always, our members. We’re still right here and working hard to help you achieve your financial goals.

Read more >

Your investments

Coronavirus is having a major impact on investment markets around the globe, which can affect your super too. Find out the latest on the economic impact of COVID-19 and what we’re doing in response.

 

Accessing your super on compassionate grounds

The Federal Government has proposed a temporary change that would allow some people to access their super early.   

If you’re experiencing financial difficulties as a result of COVID-19, you may be eligible to access up to $10,000 of your super this financial year and a further $10,000 in 2020/21.  

Applications open via your myGov.au account mid-April – keep an eye on this page for updates and read through the FAQs below for more information.

Keep your details safe
Make sure you keep your personal information safe. Scammers are taking advantage of the impact of COVID-19 to try to steal money from people’s super.

We may contact you if you’ve asked for a call from us or been in contact with us to submit a request. However, if you receive a cold call from someone claiming to be from CareSuper, ask for their details and let them know you’ll call them back on 1300 360 149 to confirm their identity. Then, call us on 1300 360 149.

Your insurance 

If you have death cover with us, the World Health Organisation’s (WHO) pandemic declaration hasn’t affected your cover. This applies to all existing and new CareSuper members.

Check your insurance cover in MemberOnline.

Events and financial planning appointments

For the safety of our community, we’ve cancelled events and face-to-face financial planning appointments for the time being. If you’re registered for an event or a face-to-face appointment, we’ll contact you to confirm what’s happening. 

If you’re seeking advice, our financial team is experiencing a higher than usual volume of queries at the moment, so it might take longer than usual to speak to one of our planners. 

We’ve answered your questions about financial planning in the FAQs below.

Stay connected online

You can view your latest balance, check where you’re currently invested and even change your options by logging in to your MemberOnline account.

If haven’t registered yet, or if you haven’t logged in since April 2019, get started here. (Hint: You’ll need your member account number – check your last statement or your welcome letter.)

Early release of super FAQs
In response to the COVID-19 virus, the Federal Government has announced some changes to early access of superannuation. Here’s some important information including eligibility requirements and timing. Keep an eye on this page for more information as it comes in.
What’s the change to early access of super?

Recognising the significant financial impact of COVID-19 on individuals, the Federal Government has made a temporary change to early release conditions of super.

If you are experiencing financial difficulties as a result of COVID-19 you may be eligible to access up to $10,000 of your super this financial year and a further $10,000 in 2020/21. Read through the FAQ’s below for more information.

Am I eligible to claim for early release of some of my super?

To apply for early release of your super, one or more of the below eligibility criteria needs to apply to you:

  • you’re unemployed; or
  • you’re eligible to receive a job seeker payment, youth allowance for jobseekers, parenting payment (which includes the single and partnered payments), special benefit or farm household allowance; or
  • on or after 1 January 2020:  you were made redundant; or your working hours were reduced by 20 per cent or more; or if you are a sole trader — your business was suspended, or there was a reduction in your turnover of 20 per cent or more.

For more information visit the Early access to superannuation fact sheet.


If none of these criteria apply to you, you might be eligible under other existing provisions. For more information visit accessing your super.

When can I apply to access my super early?

We understand applications will open via your myGov account on 20 April 2020. Applications for an additional release next financial year will be open from 1 July 2020 until 24 September 2020.

In the meantime, you can register your interest in accessing your super with the ATO through your myGov now. The ATO will then contact you directly (via SMS or email).

How do I apply?

If you’re eligible you’ll need to apply directly to the ATO through the myGov website. You can register your interest in accessing your super with the ATO through your myGov now. The government will also allow you to make a manual request to the ATO if you can’t apply online.   

You’ll need to certify that you meet the above eligibility criteria. Once the ATO has processed your application, they will notify you of the outcome. The ATO will then instruct us to release your payment.

The government will be enforcing penalties for fraudulent applications.

How long will the process take?

These details are still being developed by the Federal Government and super funds. The ATO is aiming to respond to applications made after mid-April within 2 to 3 business days. Keep an eye on this page for updates.

What do I need to provide to you?

The ATO will notify us directly within 24-48 hours if your application is successful and if you’re eligible for the payment.

You won’t need to provide us with any other details. Once your application is approved, we’ll deposit your payment directly into your bank account as soon as possible.

What’s the difference between early release types?

The new early access to super payment announced as part of the Government’s response to COVID-19 is in addition to existing early release options such as severe financial hardship and compassionate grounds. You may be eligible to claim under more than one release type but will need to separately meet the eligibility criteria of each.

For more information on other release options, visit accessing your super.

Can I claim a smaller amount now, then more later (in the current financial year) if I’m unsure how long my work will be affected?

You will be limited to a single claim in the 2019-20 financial year and another claim in the 2020-21 financial year.
Applications can be made up to 30 June 2020 for this financial year and from 1 July 2020 until 24 September 2020 for the next financial year.

If I find I don’t need all the funds I accessed early, can I contribute the excess back? Would this impact contribution caps?

Contributions back to your super account would be subject to current contribution caps.

Will I pay any tax on the claim?

The Federal Government announced tax will not apply to the new early release payment type.

Where can I find more information?

The Government has more information in the Early access to superannuation fact sheet.

We’ll also continue to update this page with more information as it becomes available.

Should I apply for early release of my super?

It’s something we can’t advise you on – not knowing your personal circumstances. We understand that many members might suffer severe financial hardship in these circumstances, and that accessing their super early could be helpful. We’ll support members who choose to make an early release application. Of course, be aware that taking money out of super now might affect how much you end up with when you retire. It’s also important to keep in mind that if you have insurance with us and you apply for your full account balance, we’ll close your account and you’ll lose any insurance cover you have with CareSuper.

Do I need to be an Australian citizen or permanent resident to claim under this option?

The ATO has confirmed that Australian citizens and permanent residents are eligible to apply for the scheme.  

New Zealand citizens who have super in Australia are also eligible. Temporary residents aren’t eligible.

What if my super balance is less than $10,000?

We can only pay you money that you have in your CareSuper account. Check your account balance online so you know how much super you have with us. If you have an account with another fund(s), and your CareSuper balance isn’t enough to cover what you need, you can elect for your other fund(s) to pay you too.  

It’s important to keep in mind that if you have insurance with us and you apply for your full account balance, we’ll close your account and you’ll lose any insurance cover you have with CareSuper.

What happens if someone makes a false declaration?

The ATO will be verifying all applications against government databases to make sure they’re accurate.

Any false applications will be rejected, and penalties will apply to anyone who makes a fraudulent request.

Pension drawdown changes
What are the new pension drawdown changes?

The Federal Government has temporarily reduced superannuation minimum drawdown requirements for account-based pensions and similar products by 50 per cent for 2019/20 and 2020/21. This measure will benefit retirees with account-based pensions (like the CareSuper Pension) and similar products by reducing the need to sell investment assets to fund minimum drawdown requirements. 

Take a look at the Providing support to retirees fact sheet for more information.

This change is in effect now, so if you want to reduce your income payments, you can.

What if I don’t want to reduce my pension payments?

You don’t need to reduce your payments if you don’t want to. You can manage your income payments via MemberOnline and set your income to level you’re comfortable with.

What’s the new minimum income limit?

We’ve shown the new minimum income limits below.

  % of account balance
Age New rate Previous rate
Under 65 2% 4%
65 to 74 2.5% 5%
75 to 79 3% 6%
80 to 84 3.5% 7%
85 to 89 4.5% 9%
90 to 94 5.5% 11%
95 and over 7% 14%

 

Why would a pension member reduce their income?

When market conditions are volatile, some members might choose to preserve their capital and units by drawing less money from their pension account. The Federal Government has announced a 50% reduction in the minimum income you must draw from your pension. This gives members the option to reduce their regular payments and keep more capital in their account. If you don’t have an immediate need for the income, you may prefer to draw less from your pension account (or stop your payments altogether if you’ve already reached the new minimum).

When do I need to change to my income payments by?

To stop or reduce your income payments, and allow time for us to process the change, we need to receive your change request a week before your next scheduled income payment. Complete a Pension election form to do this and nominate your new payment amount, or a future month to defer your next payment. As soon as we process your request, we’ll update future payments reflect your new instructions.

How do I view my pension payment amounts and dates online?

In MemberOnline, navigate to the ‘Withdrawals’ menu item, and once you're on the Withdrawals page, review the ‘Current Withdrawal Details’ table.

Can I stop my income payments?

If you’ve already received half the value of your income payments for the year (at the previous minimum level before the changes came in), you can defer your next payment to the next financial year. You can set this up by completing a Pension election form to change your payment frequency and nominate a future month to recommence income payments.

Complete sections 1 and 3 and 5 of the form. In section 3, choose the frequency you want, then write the month you want your payments to resume (eg. ‘July 2020’) and include a note to say ‘I do not want any further payments until this date.’

Financial planning FAQs
How can I speak with a financial planner?

As you can imagine, our Financial Planning team is experiencing a higher than usual volume of enquiries so it may take a little longer than usual to speak with one of our team. Our planners are working as quickly as they can and will be in contact with you within 10 business days.

To explore the types of financial advice options we offer, head to our Financial advice page.

The best way to reach us is to request a call-back to make an appointment. Keep in mind that we may take up to 10 business days to get back to you. In the meantime, we’ve provided a range of FAQs below to assist you while you’re waiting to speak with a planner.  

 

I’m already retired, what should I do?

If you’re currently drawing down from your super or pension account, you need to consider both your longer-term investment objectives and your short to medium term income needs before deciding to make changes to your investment strategy.

You can make this decision if you feel confident to do so. Read through your options when making your investment choice.

Or, you can talk to a member of our Financial Planning team to get advice, tailored to your circumstances. With the high volume of members wanting to speak with a financial planner right now, we’re experiencing longer than usual wait times. We will be in contact as soon as we can within 10 business days.

Our financial planners can assist you to make decisions that will help you maximise your retirement savings and navigate the current market conditions. Get in touch to book your appointment.

It’s important to remember that despite the high level of market volatility, downturns do not last forever. Making immediate changes to your super now may risk locking in potential losses – which could be costly in the long run.

I’m nearing retirement, what should I do?

Even if you are close to retirement, you probably still have a reasonably long investment horizon for most of your retirement savings. History has shown that downturns do not last forever. Making changes to your investment strategy now may risk locking in potential losses – which could be costly in the long run.

Given the current level of uncertainty, it’s important to consider the investment option best suited to your individual needs and short, medium and long-term goals. You can make this decision if you feel confident to do so. Read through your options when making your investment choice.  

Or, you can talk to a member of our Financial Planning team to get advice, tailored to your circumstances. Our financial planners can assist you in making decisions that maximise on your retirement savings and help navigate the current market conditions.  With the high volume of members wanting to speak with a financial planner, we’re experiencing longer than usual wait times. We will however be in contact as soon as we can within 10 business days. Get in touch to book your appointment.

Retirement is still some time away, what should I do?

Staying focused on your investment strategy and long-term goals can make it easier to deal with periods of market volatility. As history has shown, downturns do not last forever. Making immediate changes to your super now may risk locking in potential losses – which could be costly in the long run.

While you might be tempted to shift investments to a more conservative strategy in uncertain times, it’s important to consider the option best suited to your long-term individual needs before making your investment choice.

You can make this decision if you feel confident to do so, or you can book an appointment with a member of our Financial Planning team to get advice. With the high volume of members wanting to speak with a financial planner we’re experiencing longer than usual wait times. We will however be in contact as soon as we can within 10 business days.

What a financial planner will consider when advising you

Our advisors will consider two behavioural traits: fear and optimism. Fear of losing money when markets decline, versus optimism of making money when markets perform well.

To choose the most suitable investment option for you, a financial adviser will ask you a series of questions. Things like – how long will you be invested for? What is your previous investment experience, and how sensitive are you to making emotional decisions during market movement?

This helps our planners determine how much you should allocate to growth or ‘risky assets’ – so that your money is working hard for you, and how much should be allocated to defensive assets – to counteract the level of risk. This exercise is called risk profiling.

From there, you should only need to revisit your investment strategy if your circumstances change – rather than every time the market moves.

COVID-19 and share market volatility 
Why is there market volatility?

The main reason for this volaltity in markets is due to the impacts of the coronavirus (or COVID-19) that’s been spreading across the world.

Over February and March 2020 we’ve seen global investment markets rise and fall as Government responses to the health threat of the coronavirus have affected trade, travel, education and now oil markets. This is mainly due to the uncertainty around how long it will take for normal business to resume and to what extent company earnings and profits will be affected.

How is COVID-19 affecting my account balance?

There’s a lot of uncertainty in markets at the moment (we’ve outlined why in the question above) and it’s having an impact on our members’ super accounts.

We invest in shares and other investments in Australia and globally, and as the value of shares fall due to the economic concerns mentioned above, coupled with record low interest rates – the result is falling super account balances.

Your account balance may be fluctuating significantly, or not at all – it depends on the option(s) you’re invested in. Investment options with a higher proportion of share investments will be affected more than those that hold a lower proportion of shares. Options with more shares have also benefited from continuously rising share markets over the last 10 years.

What if I'm retired or close to retirement?

If you’re currently drawing down from your super or pension account, you need to consider both your longer-term investment objectives and your short to medium term income needs.

Here’s more about what to consider when you’re choosing investments.

What is CareSuper doing to mitigate risk?

Be assured that we’re closely monitoring portfolios, investment markets, exchange rates and economies to make sure we can respond to the current conditions while managing risk and building your savings over the long term.

We’re experienced at applying our investment strategy throughout long periods of market fluctuation and investment volatility in the past. We’ve worked hard to build and maintain our track record of long-term outperformance* and our investment strategy plays a big role in our strong returns.

Learn more about how we’re managing your investments in these current market conditions.

*Past performance is not an indicator of future performance. View our full investment returns.

How can I tell if my CareSuper account is invested in shares?

Most of our diversified investment options are invested in Australian and overseas shares.

If all of your super is invested in our Balanced option, about half of your balance will be invested in shares. View the Balanced option’s current asset mix.
    
To get a better understanding how much of your account balance is invested in shares, log in to your MemberOnline account and view your investments. Then check our investment option details for the breakdown.

COVID-19 and the Direct Property option
How has the COVID-19 pandemic impacted CareSuper’s Direct Property asset class?

The COVID-19 pandemic has materially changed conditions in the property market (across all major sectors – eg. retail, industrial and office property). The current restrictions on movement and home isolation due to COVID-19 have led to many shops and businesses closing (with the retail, leisure and hotel industries hardest hit) as well as diminished consumer confidence and, unfortunately, rising unemployment. All these factors have created a level of uncertainty for both rental income and the capital value of property investments.

In response to these significant changes in property, we recently revalued the investment holdings in our Direct Property option. This revaluation caused a drop in the value of the Direct Property option, which we’ve explained more about below.

We believe the revaluation is appropriate and important for ensuring member equity. Also, providing up to date and accurate information about the value of your investments helps you make informed decisions about your super. The revised valuations have been reflected in members’ account balances with unit prices for 31 March 2020.

We’ll continue to monitor property markets closely to ensure that valuations remain fair and reflective of prevailing economic and market conditions. 

 

 

What does the revaluation mean for my super balance?

For members invested in the Direct Property option, the revaluation will mean a reduction in unit prices which will be reflected in their account balance. We acknowledge this is difficult for members however, it is unavoidable in these current economic circumstances.

The change in the property valuation is modest compared to the fall in share markets (which, since February, have reduced by around 25%^) and Australian listed real estate investment trusts (REITs) (which have dropped by around 40%^). Importantly, this revaluation shows how unlisted property investments can be more stable and resilient than share markets in times of market downturn. This is a key part of our strategy with respect to property investment, and illustrates why we exclude listed investments from our property investment strategy.

Especially in times of market uncertainty, it’s important to keep in mind that super is a long-term investment. The Direct Property option has a recommended investment timeframe of 5+ years and a return objective of achieving returns that exceed the inflation rate by at least 3% per year (over rolling 10-year periods and after tax and fees). Over the last 10 years the Direct property option has delivered strong and consistent long-term returns*. You can view the Direct Property option’s performance on our investment performance page.

^As at 30 March 2020.

*Past performance is not an indicator of future performance.

What types of investments does the Direct Property option invest in?

This option invests in unlisted property portfolios and has zero holdings in listed property investments (such as REITs). Our unlisted property portfolios focus on core, high-quality properties across a diverse range of sectors – mainly CBD office buildings, shopping centres, and some industrial sites. You can view the top holdings for the Direct Property option here, and the investment managers for the Direct Property holdings here.

We remain confident in the expertise of our property fund managers and their ability to make the best of difficult conditions for members.

 

How does the Direct Property option generate returns?

Returns on property investments come from both rental income and changes in the capital value of the properties over time. Our property managers are able to enhance returns through actively managing property portfolios (e.g. by securing rental growth, or by refurbishing and re-positioning properties). One of the key skills of our property managers is achieving effective diversity within each portfolio to balance exposures and position each portfolio for the future.

Like most investments, the value of property can rise and fall depending on prevailing market conditions. While the Direct Property option has performed well to date over the long term,* it is considered medium-to-high risk, with a likelihood of a negative annual return at 3.2 in every 20 years.

You can learn more about the Direct Property option and view returns on our investment performance page.

* Past performance is not a reliable indicator of future performance.

What impact has the revaluation had on the Balanced option?

Our Balanced (MySuper) option is a diversified option, which means it doesn’t rely on individual asset classes for its return outcome. With an emphasis on Australian and overseas shares, property and alternatives, it aims to achieve relatively high returns in the medium to long term but is subject to short-term fluctuations in returns.

The Balanced option has around a 12% allocation to the Direct Property asset class, and therefore returns for this asset class feed into the overall return.

To understand more about the Balanced option, learn about its asset mix, objectives and risk level, and view its performance over the long term.

How do I find more information on the Direct Property option?

Familiarise yourself with the investment option’s risk level, return objective, investment timeframe and likelihood of a negative return.

You can also find more information about all of your investment options

If you need advice, get in contact with a financial planner* to ensure the appropriateness of your investment strategy. This is a benefit of membership, so you don’t need to pay anything extra for this information.

*Financial advice obtained over the phone, or through MemberOnline, is provided by Mercer Financial Advice (Australia) Pty Ltd (MFAAPL) ABN 76 153 168 293, Australian Financial Services Licence #411766.

Changing your investments
How can I change my investments?

You have three options:

  1. Log in to your account to choose or change your investments, or
  2. Call us on 1300 360 149 to change your investments over the phone, or
  3. Download and complete an Investment choice form and send it to us here.
When will my investment switch become effective?

The date your requested change becomes effective will depend on when we receive it. Online change requests received by midnight (AET) on a business day and changes over the phone received by 8pm (AET) on a business day are processed using the unit price effective at close of markets the following business day. A ‘business day’ is defined as  Monday to Friday excluding national public holidays.

Switch requests received on weekends or national public holidays will be regarded as being received on the next business day and will receive the unit price for the business day following. For example, if we receive a switch request on Saturday the unit price effective Tuesday will usually apply.

When will my investment switch be visible in MemberOnline?

Your investment switch will generally be visible in MemberOnline three business days after we receive your request, once the change has been processed on your account and your assets have been reallocated. If you’ve submitted your request online, keep a copy of your receipt number for reference.

How do I change or cancel a pending investment switch?

Already put in a switch request and want to change your instructions? Call us on 1300 360 149, so we can walk you through the process. You cannot cancel an investment switch through your online account.

What unit price is used when I make a withdrawal?

If you request a withdrawal, we’ll withdraw your funds using the 'sell price’ from the day we process your transaction. If we don’t have enough information from you to proceed with your request, we may need to use the unit price from a later date. Where a transaction involves money going out of your account, the money will remain invested in the investment option(s) applicable to your account until the payment is processed.

COVID-19 and the Fixed Interest option
How is the COVID-19 pandemic impacting CareSuper’s Fixed Interest option?

Fixed interest securities (also known as bonds) have recently become more volatile (and some days even negative) than what would have been expected for a defensive investment during times of market crisis.

This is mainly due to the spread of COVID-19 across the world, which has led to different countries being impacted at different times and resulted in fluctuations (up and down) in global bond market movements, as well as a large disparity in performance of bonds issued by various countries.

In addition, due to the deepening COVID-19 pandemic, certain investors have displayed unusual behaviours, such as selling assets (e.g. government bonds, corporate bonds and even gold) to meet liquidity requirements such as margin calls or to rebalance and buy shares given the unusually sharp market sell-off.

It’s important to keep in mind however, that over the longer term, the risk level for the Fixed Interest option is very low with the likelihood of a negative annual return of 0.2 in every 20 years.

What types of investments does the Fixed Interest option invest in?

Our Fixed Interest option currently comprises 35% cash and 65% fixed interest securities (also known as bonds).

Fixed interest investments can be a loan to a government or company where the interest rate is set in advance and the principal is paid back at maturity. Most of the fixed interest securities that CareSuper invests in are Government bonds.

How does the Fixed Interest option generate returns?

Returns from bonds are generated from two key components:

  • The interest received, and
  • The capital movement (or price change) of the bond.

The interest rate is set when the bond is issued, and it is a fixed rate. This is where the term ‘fixed interest’ comes from.

Importantly, it is the value of the regular interest payments that is ‘fixed’ and not the market value of the security as a whole. For example, a $100 investment in a bond with a 3% interest rate would pay $3 dollars in interest per year. If the price of the bond does not change, the return on the investment in the bond would be 3% per year.

 

Can the value of my investment in Fixed Interest rise and fall?

Yes. Many of our members are aware that the value of shares and other assets can go up and down in the short term but may not realise that this can also occur with bonds (usually to a lesser extent than shares).

Even though the fixed interest asset class can provide more predictable investment returns and be less volatile than shares (and other growth assets), this option may still deliver low or negative returns over certain periods.

Like shares, fixed interest investments can be actively traded and have the potential for both positive and negative returns.

Investing in the Fixed Interest option is quite different to putting money into a term deposit or in cash. There is not a set rate of return on the Fixed Interest option.

What causes Fixed Interest assets to rise and fall?

Some of the main factors that affect bond prices include changes in prevailing/market interest rates and interest rate expectations.

A bond’s price always moves in the opposite direction to interest rates, so a higher interest rate (or yield) usually causes a fall in bond prices. Generally, bonds do not deliver negative returns very frequently, so many investors are not aware that this is possible.

The key to understanding this critical feature of the bond market is to recognise that a bond’s price reflects the value of the income that it provides through its regular interest payments. When prevailing interest rates fall — notably rates on Government bonds — older bonds of all types become more valuable because they were sold in a higher interest rate environment and are therefore paying a higher regular interest payment than a bond issued today.

Investors holding older bonds can then charge a ‘premium’, selling them at a higher price in the open market. On the other hand, if interest rates rise, older bonds may become less valuable because their interest payments are relatively low compared to bonds issued today. This means that the older bonds are therefore likely to trade at a discount, which could lead to negative capital returns. When the decrease in price (capital value) is greater than the interest payment, the bond’s total return is negative.
In the example of the $100 investment in a 3% bond in the previous question, if interest rates were to rise sufficiently that the capital value of the bond fell to $96, then even with the $3 interest payment, the return on the bond is still a loss of $1 for the year.

In this regard, negative returns are not necessarily caused by defaults or the failure of debtors to make repayments.

How do I find more information on the Fixed Interest option?

Familiarise yourself with the investment option’s risk level, return objective, investment timeframe and likelihood of a negative return. You can find this information on our website.

You can also find more information about all of your investment options here.

If you need advice, get in contact with a financial planner* to ensure the appropriateness of your investment strategy. This is a benefit of membership, so you don’t need to pay anything extra for this information.

*Financial advice obtained over the phone, or through MemberOnline, is provided by Mercer Financial Advice (Australia) Pty Ltd (MFAAPL) ABN 76 153 168 293, Australian Financial Services Licence #411766.

 

General COVID-19 FAQs
I’ve tried to call CareSuper. Why can’t I get through?

As you can imagine we’re receiving lots of calls from members at the moment. We’re sorry for the delays you’re experiencing. Please bear with us – our contact centre is fully staffed and we’re dedicated to helping you as promptly as we can.

How can I access my account details online?

MemberOnline lets you see at any time how your account is tracking– and make changes.

Log in here. If you haven’t registered yet, or if you haven’t logged in since April 2019, register now.

You’ll need:

  • Your member account number (check your last statement or your welcome letter)
  • Your date of birth
  • Access to your email address – so we can send you a link to complete the process.

 

Does the World Health Organisation’s (WHO) pandemic declaration have any impact on the terms and conditions of my death cover with CareSuper?

No. We’ve been working with our insurer (MetLife) on this, and MetLife has now confirmed that our members will remain fully covered for COVID-19.

So if you have death cover with us, the terms and conditions of your cover won’t be changing. This also applies to any new members who join CareSuper.

I’ve lost my job. Can I make a claim through my income protection insurance?

No. Income protection doesn’t cover members for termination of employment. Your income protection benefit covers you if you need to take extended time off work to recover from an injury or illness.

If you’re unemployed and need extra support right now, check if you’re eligible to access your super under the government’s new measures.

Which events did CareSuper cancel?

As a precautionary measure, we cancelled the following events. If you were registered to attend, we’ve contacted you directly.  

  • Pension morning tea (Sydney) – 19 March 2020
  • Future Focus seminar (Geelong) – 17 March 2020
  • Future Focus seminar (Campbelltown) – 24 March 2020
  • Future Focus seminar (Gold Coast) – 24 March 2020
  • Future Focus seminar (Canberra) – 25 March 2020
  • Future Focus seminar (Doncaster) – 2 April 2020
  • Level Up lunch (Melbourne) – 7 April 2020

Once we’ve re-scheduled, we’ll be in touch.

Getting in touch with us
We’re committed to providing you with the best service possible, even in these unique times.

Thanks for your patience and understanding if we take longer to get back to you or there’s background noise you wouldn’t usually hear. (We’re receiving a high volume of calls and emails right now, and in line with Government advice, our team is working from home.)

We’re updating this page as regularly as possible, but if you can’t find what you need, get in touch and we will come back to you as soon as we possibly can.