Life Insurance Claims Support
Understanding the claims process can help ease the burden during difficult times. Get the information you need to navigate a claim successfully.
Claims Support When You Need It Most
Making a claim can be stressful, especially during difficult times. Understanding the process beforehand can help ease the burden when the time comes.
- Step-by step guidance through the claims process
- Documentation requirements and checklists
- Adviser support throughout your claim
- Understanding timeframes and expectations
Learn more about the claims process below
Claims Assistance
What documents do I need for a claim?
Required documents typically include the policy information, claim forms, medical reports, and proof of the insured event. Your adviser can provide a specific checklist based on your policy and claim type.
How long does the claims process take?
The timeframe varies depending on the complexity of the claim and the insurer. Simple claims may be processed within 2-4 weeks, while more complex claims could take 2-3 months.
Can my adviser help with the claim?
Yes, this is one of the key benefits of having an adviser. They can liaise with the insurer on your behalf, help gather the necessary documentation, and advocate for you throughout the process.
The Claims Process: Step by Step
1. Notification
Contact your insurance company or financial adviser as soon as possible after the insured event occurs. Most policies have time limits for making a claim.
- Policy number
- Personal details of the policyholder
- Basic information about the claim event
2. Initial Assessment
The insurer will assess your claim notification and provide claim forms and information about the required documentation. They’ll explain the process and expected timeframes.
3. Documentation Collection
Gather and submit all required documentation. This is typically the most time consuming part of the process and may involve collecting medical records, death certificates, financial information, or other evidence.
- Death claims: death certificate, medical reports, police report if applicable
- TPD claims: medical evidence on disability, employment records, specialist reports
- Income protection: proof of income, medical certificates, employer statements
- Trauma claims: medical diagnosis test results, specialist reports
4. Assessment and Investigation
The insurer reviews all submitted information and may request additional details. For complex claims, they might engage medical specialists or investigators to assess the claim’s validity.
5. Decision and Payment
Once all assessments are complete, the insurer will make a decision. If approved, payment is typically arranged promptly. If declined, you’ll receive an explanation of the decision and information about the review process.
Depending on the policy type, payment may be made as a lump sum or ongoing payments. Discuss the most appropriate option for your circumstances with your adviser.
6. Review or Appeal (if necessary)
If your claim is declined or you’re unhappy with the outcome, you have the right to request a review. If still not satisfied, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
Tips for a Smooth Claims Experience
These practical suggestions can help you navigate the claims process more effectively.
Before Making a Claim
- Review your policy to understand what’s covered
- Contact your adviser for guidance before starting the process
- Keep a record of all relevant medical appointments and events
- Store policy documents in a secure, accessible location
During the Claim Process
- Keep detailed notes of all conversations with the insurer
- Follow up regularly on the progress of your claim
- Respond promptly to requests for additional information
- Consider having your adviser manage communications
Documentation Tips
- Submit certified copies rather than originals where possible
- Keep copies of everything you submit to the insurer
- Use registered mail or tracked delivery for important documents
- Organise documents by type and date for easy reference
If Your Claim is Delayed
- Ask for a specific timeframe and explanation for the delay
- Request regular updates on the status of your claim
- Utilise your adviser to advocate on your behalf
- Understand the insurer’s complaints process if needed
A qualified adviser can provide valuable guidance and support throughout the claims process, helping to ensure you receive the benefits you’re entitled to.
General information only – does not take into account your personal objectives, financial situation or needs. Always check original sources, read the relevant Product Disclosure Statement (PDS), and seek advice from a qualified professional before taking any action.
