Every step of the way

As a profit-for-members fund, we understand this may be a challenging time. That's why we're here to help you every step of the way. We're also committed to processing all eligible insurance claims as quickly as possible.

Our claims representatives will guide you through the process and let you know what documents you'll need to provide to support your claim.

Quick links

Claim a death benefit

Our insurance claims process

Insurance claims process timeline

I want to make a claim

Each type of insurance we offer has a different claims process. For more details, click on the claim you want to make below.

Death benefit claim

Terminal illness claim

Total & permanent disability assist claim

Income protection claim

Or start with our claims eligibility tool

Our online tool can tell you if you're able to make a claim (excluding death claims). If eligible, it can start the process for you.

Our claims process

Here's what you can generally expect the process to look like when you're making an insurance claim with us.

We get your claim

Once you've let us know you need to make a claim, we'll assign a dedicated claims manager to your case. They'll ask you for more information relating to your claim, including proof of identity documents.

We send you a claims pack

Please carefully read the info in your claims pack and complete all necessary documents required. If you need help filling out your forms, contact your claims manager.

We start assessing your claim

Once you've sent us all the documents we need, we'll begin processing the claim. There are a few steps in this process, but your claims manager will let you know how your claim is progressing and if we need any additional information.

We let you know the claim outcome

Your case manager will let you know the outcome of your insurance claim.

Are you a First Nations person?
Please let us know if you're an Aboriginal or Torres Strait Islander person, so we can better support you through the claims process. We offer language assistance and have different ways you can prove your identity if you don't have ID, such as getting a statement from a community elder.

How long is my claim going to take

It depends on your personal circumstances. However, we aim to assess all claims as quickly as possible once we have all the necessary documents.

If you have special circumstances we should consider during the claims process, let your claims manager know as soon as possible.

There are some factors that may impact how long it takes us to process your claim, including:

the type of claim you're making
if you've given us all the information we need
how quickly your medical practitioners can provide us with supporting documentation
how complex the claim is.

Need to talk to someone?

You can trust us to be there when you need it most. If you have any additional questions about making an insurance claim, call us and we can support you.

Make a claim