Making an insurance claim

If you permanently lose your ability to work due to illness or injury, you may be eligible to make a claim on your Total and Permanent Disablement (TPD) cover (if you have it).

First, you'll need to call us and tell us about your situation. We'll need the date of your disablement, which is typically the date you last worked.

We'll then verify that your cover was valid for that period and send out the forms to be completed by the person named in the form title.

Once you have gathered and completed all requested information, post it to us.

If your claim is more complex, you may be asked to provide more forms and information either from yourself, a medical professional, your employer, Centrelink or a related third party.

If you are asked to provide more information, it’s best to respond as quickly as possible so your claim is not delayed or deferred.

You can learn more about the TPD claims process in our information sheet How to make a Disability claim and Insurance guide.

If you become ill or injured and can't work, you may be eligible to make a claim on your Income Protection (IP) cover (if you have it).

To claim on your IP insurance, you must meet the insurance policy definition of having a partial or total disability.

To make a claim, please contact us so we can check you're covered for the relevant date and send the forms to start the claims process.

You may also need to provide certified proof of age and identity.

Once you have gathered and completed all requested information, post it to us.

If your claim is accepted by the insurer, an ongoing benefit may be paid to you on a monthly basis during the benefit period. The insurer will monitor your recovery progress by requesting a completed progress form and attending doctor’s statement each month of the benefit period.

You can learn more about the Income Protection claims process in our information sheet How to make an Income Protection claim and Insurance guide.

Under your insurance policy, Terminal Illness is a condition that is likely to result in your death within 24 months, as certified by 2 medical practitioners, of which at least one specialises in that illness.

For the full definition of Terminal Illness, please refer to our Insurance guide.

Terminal Illness cover sits within Life cover. If you have this cover and need to make a claim, please contact us so we can confirm your cover is valid and send the forms for you to complete.

If you don’t have Life cover (which includes Terminal Illness cover), you may be eligible to have your super released early as a tax-free lump sum.

You'll need to contact us and we'll talk you through what forms are required.

You can learn more about the terminal illness claims process in our Insurance guide.

We manage the distribution of a death benefit with the member’s legal representative or directly with the beneficiary. We’re here to guide the beneficiaries of our members who’ve passed away through the process of making an insurance claim.

You can learn more about the death benefit claims process in our information sheet How to make a death benefit claim and Insurance guide.