Claims philosophy and process

Our claims philosophy is to:

• communicate the process clearly
• treat our claimants, members and their beneficiaries with the utmost respect and empathy at all times
• do everything reasonable to pursue claims with the insurer that we consider have reasonable prospects of success
• make payments on successful claims accurately and in a prompt manner.

We adopt a professional, compassionate and positive approach to claims management and actively seek to keep members and beneficiaries at the heart of everything we do. We acknowledge that each claim is unique and must be dealt with on its own merits, and we’re committed to being easy to deal with and providing outcomes in a timely manner.

Your claim is unique, and we assess it on its own merits. If you need help with the claims process - understanding requirements, completing forms, or providing documentation - we’ll work with you and the insurer (where applicable) to find a solution.

We understand making a claim can be challenging. If you’re experiencing personal or financial difficulties, we will take that into account.

Role of the Trustee (for super and pension claims)

As the Trustee, we act in the best financial interests of all beneficiaries and aim to support you when it is needed most. Once you supply required information, we’ll take all reasonable steps to ensure your claim is processed efficiently and fairly. The Trustee will distribute benefits in accordance with the Trust Deed and legislation.

Role of the insurer (if applicable)

The insurer provides insurance policies and is responsible for assessing, managing, and paying claims. We work with our insurers to ensure decisions are made fairly and promptly.

Other claims

The Trustee will also handle claims where insurance is not held, and will distribute benefits in accordance with the Trust Deed and legislation.

The circumstances where a member may be able to access their super benefit prior to reaching preservation age include incapacity, severe financial hardship, compassionate grounds, terminal medical condition, and death.

Supporting guides

• Insurance claims guide – Death Insurance
• Insurance claims guide – Income Protection Insurance
• Insurance claims guide – Terminal Illness Insurance
• Insurance claims guide – Total and Permanent Disability Insurance
• Completing proof of identity

Support for vulnerable clients

We understand that dealing with a claim can be emotionally and financially overwhelming - especially during times of distress or hardship. If you’re experiencing vulnerability, you can reach out on 1800 947 974 to speak with us for help with guiding you through the claim process. Vulnerability factors could include:

• grief or emotional stress
• financial difficulty
• illness or disability
• family or domestic violence

There are specific rules around who can be nominated as a beneficiary in superannuation. Nominations can be Binding, Non-Binding, and No Nomination - each nomination type can impact how the Trustee distributes benefits.

Please refer to the Death Benefit Nomination fact sheet for more information.

For pension accounts only, there’s also the nomination type of Reversionary. Under this option we’re required to pay any remaining account balance to the nominated Reversionary after the member’s death.

Step 1: Make a claim

For income protection, terminal illness and total & permanent disablement claims, please contact us on 1800 947 974 and we’ll help determine the best way to proceed.

For death claims, you can contact us to notify us of the death of a member or account holder on 1800 947 974.

A death claim submitted to the super fund covers the member’s super benefit which can also be made up of any life insurance held through the account, and only one claim form is required.

We’ll issue you with a claims pack based on the information you provide, so it’s important the details are complete and correct.

Where no insurance cover is held, proceed to Step 5.

Step 2: We submit your claim to the insurer

Within 10 business days of receiving your completed documents, we acknowledge receipt, check completeness, reassess eligibility, and submit to the insurer (or explain why you cannot claim).

Step 3: The insurer assesses your claim

A dedicated assessor reviews your claim. You’ll receive updates every 20 business days. If concerns arise, they’ll usually issue a Procedural Fairness Letter allowing you to respond.

Step 4: We review the insurer’s decision

We assess the insurer’s decision and may return it for further review if needed.

Step 5: You receive an outcome

The Trustee will determine where to pay the benefits and in what proportion. We’ll notify you in writing of any insurance decision and the Trustee’s determination. If more time is required, we continue providing updates every 20 business days.

Step 6: The complaints process

We’ll provide information on what to do next if you still don't agree with the decision.

Death claim requirements for investment accounts may vary depending on the account type (individual, joint, trust, company, etc) and balance. As a general guide:

Individual account – where an account is held in an individual’s name, probate must be provided by the Legal Personal Representative/Executor if the balance of the account exceeds $100,000.

Joint account – where an account is held in joint names and one account holder passes away, the account will be transferred the surviving owner(s). In the case where both or all account holders have passed away, the account would be transferred to the last owner to pass away and follow the individual account death claim process.

Trust (including SMSF), company and association accounts – what happens upon the death of an individual associated with these account types will generally be governed by the terms of the trust deed, constitution or other governing document. We will continue to hold the existing assets and generally the account can continue to be operated by any surviving signatories. To remove an individual associated with an account, a certified death certificate is required. Probate may be requested where the product rules require proof of authority for an Executor/administrator.