Making an insurance claim

Making an insurance claim

We’ll back you if things don’t go to plan

You take care, but sometimes the universe has other ideas. If you need to make an insurance claim, we understand it can be a difficult and stressful time for you and your loved ones. We’ll aim to make the claims process as quick, straightforward and fair as possible.

How to make a claim

To get started on your claim, call 1300 360 149 and ask to speak to our insurance team.

Here’s what to expect during the claims process

  1. You’ll notify us of your intention to claim. We’ll appoint a case manager to support you through the claims process and send the relevant claim forms to you.
  2. You’ll mail us your completed claim forms and any relevant supporting documents.
  3. We’ll review your eligibility to claim.
  4. Our insurer will assess your claim.
  5. We’ll notify you of the decision and final steps.

Our dedicated insurance specialists are experienced in helping our members and their beneficiaries through the claims process. They’re available to provide professional and patient assistance every step of the way.

How long it will take to process your claim

All claims are unique. The length of time it takes to process your claim will depend on your individual circumstances. Providing your correctly completed forms and supporting documents promptly when requested will help the insurer reach a decision as quickly as possible.

Our claims philosophy

We understand the claims process can be a stressful time for members and their loved ones and aim to ensure it’s as fair, ethical and straightforward as possible.

We’ll do everything that’s reasonable to pursue an insurance claim for members and/or their beneficiaries if the claim has a reasonable chance of success. If a claim is declined, our Benefit Payments Committee (BPC) will independently review this decision and where we disagree, we’ll advocate on behalf of the claimant.

As signatories to the Insurance in Superannuation Code of Practice (the Code), we’ll abide to the timeframes outlined in the Code when reviewing a decision, advocate on behalf of claimants if we disagree with an insurer’s decision, and provide a helpful, empathetic, and personalised claims management service.

Check your current cover
If you’re a member, you can check how much and what type(s) of insurance cover you have by logging in to MemberOnline.