How to make a claim
Making an insurance claim can be daunting, that's why our claims team do everything they can to support you every step of the way. The steps below will point you in the right direction to get your claim started.
Step 1: Contact us
Call us on 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time). It’s important to contact us as soon as you can and let us know what has happened to prompt your claim.
For selected Income Protection and Living Insurance claims we may be able to assess your claim over the phone, without the need to fill in any forms. All you may need to do is provide relevant medical information and/or a medical certificate.
If we cannot assess your claim over the phone, you will be assigned a dedicated Claims Consultant, who will provide support throughout your claim. We may ask questions to understand the type of claim that you need to make and to ensure that we provide you with the correct information.
If you have a financial adviser or planner and would like them to be involved in your claim, we will let them know that you need to make a claim on your policy.
Step 2: Complete our claims kit
If we can't resolve your claim over the phone, we will send you a claims kit. This contains important forms for you to complete as well as helpful information about making a claim.
If you require assistance providing these initial supporting documents and information to make a claim, please contact us on 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time).
Depending on the type of claim that you are making, some forms may need to be completed by a medical or finance professional. Make sure that you read the forms carefully as they may ask you to attach additional information, for example a copy of any medical reports or test results that you may hold.
Once you have completed the forms and collected any additional information required, return the completed documents to:
Email - email@example.com
Post - Life Insurance Claims, GPO Box 524, Sydney NSW 2001
We will send you a letter to confirm the details of your claim and provide you with the contact details of your claims consultant who will keep you updated through the assessment of your claim.
Your claims consultant will review all the information you have provided and make an initial assessment of your claim. They will then call you to discuss the assessment and let you know if further information is required, including why it is necessary, for the assessment of your claim.
Once your claim has been approved, we'll arrange your payment by a direct deposit or cheque. We'll call you to confirm that your payment has been processed.
If your claim is for an Income Protection benefit, your claims consultant will contact you each month to assess the ongoing payments.
If you’re unsure whether you can make an insurance claim, speak with your financial adviser. If you do not have a financial adviser, or would prefer to contact us directly, call 1300 553 764 Monday to Friday, 8.00am to 6.30pm (Sydney time).
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.