Insurance is there to provide financial support when life takes an unexpected turn. While nobody likes to imagine making a claim, it’s important to know that claims do happen, and that there is a clear process to help you through it. Having the right support makes a big difference to how smooth and stress-free the experience can be.
Advisers as your first point of contact
If you need to make a claim, your adviser is often the best place to start. They know your policy, understand the insurer’s requirements, and can guide you step by step. Advisers can also help with the paperwork and liaise with the insurer on your behalf, making sure your situation is properly explained.
If you don’t have an adviser and your policy was arranged directly through an insurer, you can still contact the insurer’s claims team yourself. Many insurers have dedicated staff to help manage the process. And if you’d like more support, a claims advocacy adviser can step in to help ensure your claim is handled fairly.
A fair and professional process
Most claims are assessed without fuss. Insurers have legal obligations to act in good faith, be fair, and consider all the evidence provided. In many cases, claims are paid quickly and handled with professionalism and care.
Support for more complex claims
Sometimes claims are more involved – for example, when medical definitions or circumstances need closer assessment. In these situations, there are specialist claims advocacy services that can step in to help (you can search for help in the Adviser Directory). They work alongside you (and often with your adviser, if you have one) to ensure every aspect of the claim is considered and that you are fairly represented.
High acceptance rates
It’s worth knowing that life insurance claims in Australia have very high acceptance rates. Across the industry, the vast majority of claims – typically well above 90% – are approved and paid. This means that people should not be deterred from claiming. If your situation meets the conditions of your policy, there’s a strong likelihood the benefit will be paid.
Know your rights
It’s reassuring to know that insurers must follow regulations and standards of care when handling claims. Understanding your rights helps ensure that the process stays transparent and fair. If you ever feel uncertain, your adviser or a specialist service can help you navigate what’s reasonable to expect.
Things you might also consider
- Gathering documents early – medical certificates, financial records, or other evidence can speed up the process
- Staying in touch – regular contact with your adviser or insurer helps you know what stage your claim is at
- Considering tax or super rules – in some cases (such as TPD or superannuation claims), there may be tax or release conditions, and advice is helpful
- Seeking advocacy if needed – if a claim becomes complex or delayed, claims advocacy services are available to support you
Making a claim is never easy, but you don’t have to face it alone. With your adviser, your insurer’s support teams, and specialist services if needed, there is a clear and supportive pathway to ensure you receive the benefits you’re entitled to when you need them most.
For further reading on what’s needed to support your claim, take a look at this article: Life Insurance Claims Support.
