If you’re looking to make an insurance claim, it’s important you contact us immediately on 13 11 84 so we can start the claims process as quickly as possible, and ensure we provide as much support to you as we can.
Our claims representatives will guide you through the process and, where applicable, introduce you to our early intervention services as soon as possible.
We’ve designed our claims process to make it as easy as possible for you. So, in most cases, you or your family shouldn’t need the assistance of a lawyer when making a claim. We recommend that you contact us before seeking help from a lawyer.
What is the claims process?
There are generally six steps:
1. Contact us
You can call us on 13 11 84 or via Member Online. The sooner you contact us the sooner we can assist you.
Our online claims eligibility tool allows you to contact us at your earliest convenience 24 hours a day, 7 days a week. The tool can help you:
• determine if you are eligible to make a claim,
• notify us of your need to make a claim,
• with information about your insurance cover and any claim requirements, and
• (if eligible) lodge your claim electronically via eClaims.
• notify us of your need to make a claim,
• with information about your insurance cover and any claim requirements, and
• (if eligible) lodge your claim electronically via eClaims.
eClaims allows you to lodge and monitor your claim online. It also allows other parties such as your employer and doctors to complete and submit claim information directly online for the insurer to assess.
We’ve designed the claims eligibility tool and eClaims to help simplify the claims process and reduce the time it takes to finalise claims. But you can contact us on 13 11 84 at any time during the claims process. We’re here to help at no cost to you.
2. Claim eligibility check
We will ask you to provide us with some information relating to your claim. This will allow us to provide you with the correct claim pack.
3. Claim pack
Our claims pack will be tailored to your injury or sickness. It is important you provide us with as much information as possible and submit your claim as soon you can to enable us to commence your claim.
4. Claim assessment
Once we have received all your required claim information, our insurer will commence their assessment. Our promise to you is that we will provide you with regular updates throughout the assessment process.
5. Trustee review
By law, the Australian Retirement Trust Trustee needs to review our insurer’s assessment of your claim to make sure it is fair and transparent, and that all final claim decisions are fair and reasonable. We have a dedicated team who will review your claim. In some cases, they may seek further information from you to support your claim.
6. Confirmation
We will contact you to let you know the outcome of your claim.
What is our insurance claims philosophy?
We take a professional, compassionate and respectful approach to managing insurance claims by keeping our members at the heart of everything we do.
We understand that whether you are sick or injured, or have lost a loved one, this will be a difficult time for you. We will be sensitive and understanding, easy to deal with, and be your advocate – doing everything that is fair and reasonable to ensure your claim is assessed and finalised as quickly as possible.
More information
For more information on our various claims, visit the pages below:
• Death insurance claims
• Total & Permanent Disability Assist insurance claims
• Terminal Illness insurance claims
• Income Protection insurance claims
• Total & Permanent Disability Assist insurance claims
• Terminal Illness insurance claims
• Income Protection insurance claims
For Total & Permanent Disability insurance claims view the Super Savings Insurance Claims guide - Total & Permanent Disability.