Understanding the claim process

We understand that making a life insurance claim is never easy, that’s why we’re here to support you every step of the way.

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How we support you when you need to make a claim

We’ll work with you to make the claims experience as easy as possible and help guide you through this difficult time. We’ll first ask questions so we have a good understanding of your need and what we will require from you to start assessing your claim. We’ll then guide you through the documentation process to get your claim underway.

If you need to make a claim

Call us on 1300 125 246 as soon you know you need to make a claim. The quicker you let us know the quicker we can help.

Make a claim

Before you call us

Have your life insurance policy number ready when you call and we can get your claim underway immediately. Your policy number can be found on your Policy Schedule which forms part of your policy document.

Assessing your claim

Once we have received all the required information, we’ll start the assessment. If we need any more information from you we will give you a call. We are always available to talk you through the requirements at any point.

Notifying you of the decision

We will maintain contact with you during the claims assessment to ensure we have all the information we need. Once we have completed our assessment we’ll let you know the claims outcome and what the next steps will be.

Paying the claim benefit

If your claim is approved we will make payment either by direct credit (electronic transfer of funds) into a nominated bank account or by cheque – depending on the type of claim.

Is your insurance through your super fund or employer?

The best way to make your claim is to contact your employer or super fund directly. We will then work closely with them to get your claim underway.

How we support your wellbeing

Getting you back to work 

We want to help you recover and get back to work. To help us do this we have a dedicated team of rehabilitation consultants to help you get safely back to work. They will work with you and your doctor to support and assist you on your path to recovery.

Speak to your claims assessor to find out more. 

Expert advice from leading specialists

Depending on your cover you may have access to our Best Doctors partnership. Best Doctors provides access to a network of 50,000 medical experts from around the world. They are available to confidentially review your medical history, provide diagnosis advice and treatment options.

Learn more about Best Doctors