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Claims philosophy and process
Our claims philosophy
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.
Managing your claim
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.
Important information and definitions
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
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 913 118 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
Death benefit nominations – super and pension
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.
How the claims process works – super and pension
For income protection, terminal illness and total & permanent disablement claims, please contact us on 1800 913 118 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 913 118.
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.
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).
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.
We assess the insurer’s decision and may return it for further review if needed.
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.
We’ll provide information on what to do next if you still don't agree with the decision.