Claims FAQs

The following are answers to some common questions we get about claims that pay out a single benefit (lump sum): Life, TPD and Trauma.

About the claims process

What is a certified copy?

A certified copy is a photocopy of an original document that confirms the original has been sighted and the copy is a true and complete copy of the original. Your documents can be certified by a Justice of the Peace, Commissioner of Affidavits, Notary Public or solicitor, among other officials.

What if I’ve lost my policy document and schedule?

We can still assess your claim, however we’re required under legislation to communicate the loss of the policy and must wait for 10 days before issuing a replacement policy. There may be a policy processing fee payable.

About your benefits, premiums and tax

When will I be paid?

You’ll receive the benefit payment after your claim has been assessed and accepted. Your claims manager will keep you up to date while we’re assessing your claim, so you know how things are going.

How much will I be paid?

If we accept your claim, we’ll pay the sum insured: your claims manager will let you know the amount payable.

Claims buy back options

My policy includes a Buy Back Option. What is Buy Back?

Buy Back lets you repurchase an insurance benefit 12 months after benefits have been paid to you under the policy and, because you’ve previously had cover with us, the Buy Back benefit can be purchased without the need for additional medical information. 

The type and amount of cover you can buy back will depend on the specific policy you had previously. Your claims manager will let you know the details of any Buy Back Option you can access.

What is the internal dispute resolution process?

What is the external dispute resolution process?

If, after the internal dispute resolution process, you remain dissatisfied with our decision, you can contact the Australian Financial Complaints Authority, who are an independent body that can provide information about the next steps you can take.

For more information or if you have any questions, please get in touch with:

  • Your financial adviser
  • Our claims team or your claims manager on 1800 024 812 (you can also fax us/your claims manager on 1300 766 773).