Income protection and business expenses claims

The following are answers to some common questions we get about income protection and business expenses claims. These claims pay out a monthly benefit. 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 at any time 1800 024 812.

The claims process

What happens to my policy if the claim is accepted?

Your policy will remain in force, so you will stay insured, and your income protection premiums will be waived until your claim is finalised.

Why do I need to complete monthly progress claim forms?

Benefits are assessed on a monthly basis in line with your policy terms and conditions. Monthly progress claim forms help us to understand how your condition is progressing.

What happens if my claim is not accepted?

Your Case Manager will contact you to explain our decision and also provide our reasons in writing.

Benefits and premiums

Who will be paid the monthly benefit?

The policy owner we have registered on our records.

When will I be paid?

Generally benefits are paid from the end of the waiting period, monthly in arrears. However, there are some benefits that are payable during the waiting period.

Depending on your condition, your Case Manager will advise you when your benefits are payable.

How much will I be paid?

We will pay the monthly benefit applicable when your condition satisfies the terms and conditions of your policy. Your Case Manager will confirm the amount payable.

How will I be paid?

Cheque or direct credit to your nominated account.

Do I need to pay my policy premiums while my claim is being assessed?

Yes, you need to continue to pay premiums while your claim is being assessed.

When do I restart paying my Income Protection premiums?

Generally, you restart paying your Income Protection premiums once your benefit payments cease. Your Case Manager will let you know when premium payments are to restart and the amount due.

Tax

Do we deduct tax from your benefit payments?

  • No, we don’t deduct tax from income protection payments.
  • You should keep any payment letters for tax purposes.
  • We recommend you seek independent tax advice in respect of your personal circumstances.

Dispute resolution process

What is the internal dispute resolution process?

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.

What is the external dispute resolution process?

If you remain dissatisfied following a review under our internal dispute resolution process, you may wish to contact the Financial Ombudsman Service.

The internal dispute resolution process must be exhausted first. We will provide you with information in relation to the Financial Ombudsman Service including contact details.

More information

Who do I contact if I have further questions?

  • Your financial adviser.
  • You can speak with your Case Manager on 1800 024 812.
  • You can fax your Case Manager on 1300 766 773.

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. We are committed to helping customers get - and stay - healthy for life, by giving customers access to the Asteron Life Wellbeing Program. 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.