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 seamless as possible. We’ll first ask questions so we understand your needs and situation. This will also help us understand 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

It’s important that you get in contact with us as soon as you need to make a claim. You can call us on 1300 125 246. The quicker you let us know, the quicker we can be there to support you.

Make a claim

Before you call us

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

Assessing your claim

Once we've received all the required information, we’ll start the assessment. If we need any more information from you, we'll let you know. We're always available to talk you through the requirements at any point.

Notifying you of the decision

We'll maintain contact with you during the claims assessment to ensure we have all the information we need. Once we've 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'll 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'll then work closely with them to get your claim underway.

How we support your wellbeing

Meet Vivo - your holistic health, wellness and recovery program

We believe your wellbeing is as important as your financial security. That’s why we offer all our MLC Life Insurance customers access to Vivo at no extra cost. Vivo is a tailored health, wellness and recovery program, that connects you and your immediate family* with experts in fitness, nutrition, mental health, medical support, recovery and much more.

The Vivo recovery team are always here to help. We understand that often it can be difficult to know what services might suit you. That’s why we take the time to understand your needs and goals before getting you started with the right care and support services.

To speak with one of our Vivo recovery team, reach out to us via our Vivo website at vivowellbeing.com.au/reach-out or email us on support@vivowellbeing.com.au

Important information

*Immediate family members include your children (under parental supervision), your partner, your parents and your partner’s parents. Access to immediate family members is limited to Vivo Virtual Care services. Mental Health Navigator is only available for those aged 18 years or older. The Vivo brand is owned and operated by MLC Limited (MLC Life Insurance). Vivo services are not insurance (including health insurance) and the services do not replace your relationship with your current doctor, other treating health providers and health consultants. The services that are available for your access depends on and may be limited by arrangements we have with the service providers we have partnered with and/or agreements we have entered into with the owner of the policy (such as the trustee or employer for group insurance policies).