You trust us to protect you and your family, and we promise to be there when you need us. Throughout life, and especially at claim time, we deliver on this promise by having a solid claims foundation that we’ve built over 137 years, providing dedicated expert care, and supporting the health and wellbeing of you and your family.
We commit to these principles for every claim
Simple claims processes
We make each step of the claim process as simple as we can. Our aim is to make life easier for you during a stressful time. Your dedicated case consultant will check in regularly to provide support and keep you up to date with the progress of your claim, the next steps, and timeframes.
We’ll only ask you for the information we need to assess, manage, and pay your claim. We’ll ask for this as early as possible and avoid making multiple requests. We can help you collect this information if you have difficulty doing it yourself.
Quick and fair assessments
We aim to meet and beat the following standard timelines outlined in the Life Code of Practice.
- Initial assessment – up to 10 business days (after receiving the claim).
- Progress updates – at least every 20 business days throughout the claim process, unless otherwise agreed.
- Claim decision – up to 15 business days after getting all the information we need. This can sometimes take longer depending on when you, your doctor or another party sends through requested information.
We aim to be fair and use a common-sense approach when assessing claims and interpreting the policy wording.
Communicate openly and honestly
We know insurance agreements can look complex and often use legal terminology. We’ll remove the complexity and make things easy to understand, be transparent, and let you know your rights if you disagree with our decisions.
Compassionate and skilled team members
You're in caring, expert hands when you make a claim. Our consultants have dedicated their careers to helping people through life's most challenging moments. We only choose the right people for the job – compassionate and empathetic professionals with the right experience, skills, and qualifications.
Provide the right care at the right time
We’re focused on supporting your individual needs and take a tailored approach. We help you set realistic goals and milestones in collaboration with your doctors and employer (if relevant), to help you achieve greater physical, social, psychological, and financial outcomes.
Supporting members experiencing a mental health condition has unique challenges and time sensitivities. So, we have a specialist claims team in place to provide the right care at the right time.
Accessible feedback and complaints system
We try to get it right every time. But if you feel we haven’t, we want you to let us know so we can fix it.
If we can’t immediately resolve your complaint, you can access our internal and external dispute resolution committees to make sure your case is reviewed and resolved in a fair and impartial way.
Review the quality of our service
We constantly review the quality of our claims service to make sure we deliver the claims experience we have promised.
Adhere to the Life Insurance Code of Practice
The Life Insurance Code of Practice was developed by the Life Insurance industry to reflect the commitment to high standards of member service. It codifies our obligations and commitments to you and all our members. We have adopted the Code and are committed to meeting all its obligations.
Keep your private information secure