Make a claim
We’re currently in a limited service period
While we complete our merger, you may experience delays with insurance claims until 21 November.
Paper-based claim forms can be submitted from 1 November and we will commence assessing your claim from the date we receive your paperwork. Existing claims will continue to be assessed by our insurer MetLife and the Trustee during the transition period and in the merged fund. If your claim’s urgent, please contact us to discuss. Visit our merger hub for further information.
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
You should notify us of any claim or a potential claim as soon as possible after the event occurs.
To make an insurance claim, you can:
- call us on 1800 005 166 or
- log in to Member Online.
If you pass away, your legal personal representative or next of kin will need to call us on 1800 005 166.
Before you get started
To help process your claim and ensure that any benefit can be paid, you’ll need to:
- provide proof of identity
- complete any relevant claim forms and provide supporting evidence
- provide medical, income or other evidence required
- undergo any medical or other examination which is reasonably required, and
- comply with any reasonable medical treatment or rehabilitation program.
The claims process
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. Here’s what to expect during the claims process:
1. Call us on 1800 005 166 to get started.
2. Your claim can be submitted:
- through Member Online
- by completing claim forms or
- by calling us to arrange to lodge your claim with our insurer over the phone
3. We’ll appoint a case manager to support you through the claims process
4. Our insurer will assess your claim
5. We’ll notify you of the decision and final steps
Early advice of a claim can enable the earlier assessment and improved chances of rehabilitation. Death and TPD claims can take an extended period of time to assess.