Understanding claims
What you can expect from us throughout the claim process.
We understand that making a claim can be a daunting experience, that’s why your dedicated claims consultant will be there to support you.
To assist us with your claim there will be certain information that we’ll need from you. We only collect information that we need, and your claims consultant will explain exactly what we need and why as well as help you gather the supporting documents if you need a hand. We may seek your consent for us to access sensitive information, such as medical records.
The type of information that we will require from you will depend on the type of cover held under your policy.
Forms required when submitting a claim
We will require written consent if we need to access your personal information, including sensitive health information. We request your consent via the below two forms.
Consent for
Accessing Health Information
This form is used to access any of your health information, we’ll inform you of our intent to seek health information prior to requesting it. We will explain what is required and why it’s needed to assess your claim.
We only ask for health information that is reasonably needed to assess your claim.
General Authority
and Privacy Consent
This form is used for all non-health related information requests, such as employers and other insurers. We will only use your consent to obtain information that we reasonably believe is relevant to your claim. We will inform you each time that we use your consent and explain why the information required is necessary.
If you require assistance providing these initial supporting documents and information to make a claim, our Initial Claim Support Service is readily available. This service helps you with the initial claims process, from completing the claim form to helping you provide us with the necessary requirements. This support service is provided either face-to-face in your home (or an agreed location), via telephone or video conference.
For more information or to arrange the Initial Claim Support Service, contact us on 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time).
If you’re unable to complete and provide this information, or if you are completing the information on behalf of the insured person, you will need to provide a certified copy of a Power of Attorney or Enduring Guardian, to allow us to work with you in managing the claim on the customer’s behalf.
Assessing your claim
We’ll assess your claim and make a decision based on the information provided. Because everyone’s situation is different, the length of time it takes to assess your claim is dependent on a number of things, including:
- The type and complexity of your claim;
- The amount of information we must review as part of your claim; and
- How quickly we’re provided with the information we need.
Customers can assist during the claim process by completing requests for information accurately and providing relevant information promptly. If you’re having any trouble providing information, please let your dedicated claims consultant know as soon as possible, so we can work with you to overcome delays and consider alternatives.
The Financial Services Council Life Insurance Code of Practice sets out the timeframes within which we must assess claims and the steps that we must take as an insurer to notify you if we are unable to assess the claim within those timeframes.
Your claims consultant will notify you as soon as possible of the outcome of your claim. If we can’t make a decision about your claim or are unable to accept it, we’ll explain why so you have the opportunity to provide additional information, make a complaint or appeal our decision.
If your cover is provided through your superannuation, your super fund may notify you of the outcome of your claim.
If your claim has been accepted, you will be notified as soon as possible and arrangements for payment will be made.
We’re here to help
If you’re experiencing any difficulty with our claims process or have any questions, contact us to chat about how we can support you. Please call us on 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time). Alternatively, email us anytime at btlifeclaims@tal.com.au
Your responsibilities when dealing with us
We all deserve to feel safe and to be treated with respect.
When you contact us, you can always expect our staff to provide helpful and respectful service. We also ask that you are respectful of our staff as we don’t accept abusive, threatening or violent behaviour.
Feedback and complaints
To provide feedback and resolve any concerns contact our Customer Relations team on 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time).
Read more details on how to make a complaint.