The following are answers to some common questions we get about claims that pay out a single benefit (lump sum): Life, TPD and Trauma. Of course, if you have any further questions, or questions about your particular policy you can speak to your financial adviser, or call our claims team on 1800 024 812.
It is a signed copy of an original document certifying that the original document has been sighted and the copy is a true and complete copy of the original.
A document can be certified by number of officials, including a Justice of the Peace, Commissioner of Affidavits, Notary Public or solicitor.
The policy document, including the policy schedule and Memorandum of Transfer is required as proof that the policy ownership has not been transferred or assigned to another party.
We can still assess your claim. However, given the policy document has been lost we are required under the current legislation to advertise the loss of a policy and wait 10 days from that date prior to issuing a replacement policy. A policy processing fee may be payable.
Depending on your particular policy, the policy may cease once the benefit has been paid. Your Case Manager will advise you whether or not this is the case.
Your Case Manager will contact you to explain our decision and also provide our reasons in writing.
The policy owner we have registered on our records.
You will be paid after your claim has been accepted.
If we accept your claim, we will pay the sum insured, your Case Manager will confirm the amount payable.
Cheque or direct credit to your nominated account.
Yes, you need to continue paying premiums while your claim is being assessed.
Depending on your particular policy, the policy may cease once the benefit has been paid. If this is the case you will not need to pay further premiums. Your Case Manager will advise you if you are required to pay ongoing premiums.
No, not all policies contain a waiver of premium benefit. Your Case Manager can advise you whether your policy contains a waiver of premium benefit.
Buy Back gives you the ability to repurchase an insurance benefit 12 months after benefits have been claimed and paid to you under this policy. The insurance can be purchased without the need to provide additional medical information. The type of insurance you can buy back will depend on the specific policy you have and the amount of cover.
Your Case Manager will let you know the terms of any Buy Back Option available to you.
We don’t usually deduct tax.
We recommend you seek independent tax advice in respect of your personal circumstances.
If you are dissatisfied with our decision in relation to your claim, you can request a review under our internal dispute resolution process. Under this process your concerns will be reviewed by a third party who was not the initial decision maker.
If you remain dissatisfied following a review under our internal dispute resolution process, you may wish to contact the Financial Ombudsman Service or, if Suncorp Master Trust owns your policy the Superannuation Complaints Tribunal.
This is general advice and has been prepared without taking account of your objectives, financial situation or needs. Therefore, in deciding whether to acquire or continue to hold this financial product, you should consider the appropriateness of the advice by having regard to your own personal objectives, financial situation and needs. Please consider the Product Disclosure Statement (PDS). Contact us for a copy.
Asteron Life™ is committed to providing customers with long term financial security. We provide life insurance products including Income Protection Covers, Trauma Cover, Total & Permanent Disablement (TPD) Cover, Life Cover and Business Expenses Cover. To obtain a copy of our privacy statement, please contact us on 1800 221 727 or visit the following website www.asteronlife.com.au/privacy to view or download the policy.
Suncorp supports and adheres to the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry through the Financial Services Council to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities. Download the Code here. For more information contact the Financial Services Council on (02) 9299 3022 (local call cost), email firstname.lastname@example.org or visit www.fsc.org.au
* © Suncorp Life & Superannuation Ltd ABN 87 073 979 530 (SLSL). Registered Office, Level 28, 266 George Street, Brisbane QLD 4000.