Claims at Asteron Life

Delivering on our promise to you

If you need to make a claim, we know that’s our moment of truth: when the trust that you and your adviser placed in your Asteron Life cover really kicks in. It’s when we deliver on the promise we made to you: to protect you and your family financially.

And if you are making a claim, we understand it’s likely to be at a very difficult time for you and your family. We do all we can to make things as easy as possible for you, by:

Having simple and efficient processes
Having caring, compassionate claims consultants
Assessing and paying genuine claims as quickly as possible.

We’re committed to treating every one of our customers as the individual they are, because we know every claim is unique and everyone has different needs

If you need to make a claim, contact our claims team on 1800 024 812 and they’ll provide the information you need to get started.

Your responsibilities when dealing with us

We all deserve to feel safe and to be treated with respect.

When you contact us, you can always expect our staff to provide helpful and respectful service. We also ask that you are respectful of our staff as we don’t accept abusive, threatening or violent behaviour.

Our approach to claims

We’re committed to making our claims process as easy as possible, so you can focus on your wellbeing and your family’s. When you make a claim with us:

We’ll assign a dedicated claims consultant who’ll explain the process clearly and simply
We’ll treat you as an individual and provide the support you need throughout your claim
We’ll assess and pay claims that meet policy terms as quickly as possible
We’ll keep you updated with clear, regular communication as your claim progresses
We’ll work hard to understand and meet your needs, and provide a caring, responsive, fair and honest service
We understand the health benefits of work, so we’ll help you to get back there if that’s what you want
We’ll welcome your ideas and appreciate your feedback.

Our Claims Team

Our team are truly dedicated to helping you with your claim and doing all they can to make things as straight-forward as possible. They care about your experience and your wellbeing and they can make all the difference at claim time.

Our Decisions

Sometimes, a policy doesn’t support the payment of a claim. If that’s the case, we’ll let you know straight-away and explain why. Of course, if you disagree with our decision, you can draw on our claims review process that ensures all our decisions can be independently reviewed.

How to make a claim

You can make a claim on your Asteron Life policy by speaking to your financial adviser or calling us directly on 1800 024 812.

We’ll send you a claims kit that includes details of all the information we’ll need. Once you’ve completed the claims kit documents and sent them back to us, your dedicated claims consultant can start assessing the claim.

We’ll let you know the outcome of the assessment as soon as we can and pay your benefit if the claim is accepted.

For an idea of what we’ll need to assess your claim, select your cover type from the list below:

Making a claim

For information on what we’ll need to assess your claim, select your cover below

Claiming if you’re diagnosed with a terminal illness

To make a terminal illness claim on your Life Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
A certified copy of your Birth Certificate, current Australian Passport or Driver Licence
Copies of medical reports and investigations performed.

Claiming in the event of a loved one’s death

To make a claim on your loved one’s Life Insurance when they pass away, you’ll usually need to provide:

A completed claim form
A certified copy of the deceased’s Birth Certificate
A certified copy of the deceased’s Death Certificate
A certified copy of the deceased’s will
Probate or letters of administration for policies with a sum insured of more than $100,000.

Your claims manager will let you know exactly what information we’ll need and can help you through the process.

To make a claim on your Income Protection Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you and your treating doctor to complete. The treating doctor’s statements include details of your condition and your medical history
Copies of medical reports and investigations performed.

Depending on the type of Income Protection cover you have, there may be other requirements such as copies of financial documents or tax returns. Your claims manager will let you know exactly what information we’ll need and can help you through the process.

To make a claim on your TPD or Trauma Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
A certified copy of your Birth Certificate, current Australian Passport or Driver Licence
Copies of medical reports and investigations performed.

Your claims consultant will let you know exactly what information we’ll need and can help you through the process.

To make a claim on your Business Expenses Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
Copies of medical reports and investigations performed.

Because Business Expenses Insurances covers the fixed costs involved in running your business, you’ll also need to provide receipts or copies of tax invoices (this may be waived for the first two months of the claim for Asteron Life Complete and Asteron Lifeguard policies).

Your claims manager will let you know exactly what information we’ll need and can help you through the process.

Life Insurance Claims

Claiming if you’re diagnosed with a terminal illness

To make a terminal illness claim on your Life Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
A certified copy of your Birth Certificate, current Australian Passport or Driver Licence
Copies of medical reports and investigations performed.

Claiming in the event of a loved one’s death

To make a claim on your loved one’s Life Insurance when they pass away, you’ll usually need to provide:

A completed claim form
A certified copy of the deceased’s Birth Certificate
A certified copy of the deceased’s Death Certificate
A certified copy of the deceased’s will
Probate or letters of administration for policies with a sum insured of more than $100,000.

Your claims manager will let you know exactly what information we’ll need and can help you through the process.

Income Protection Claims

To make a claim on your Income Protection Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you and your treating doctor to complete. The treating doctor’s statements include details of your condition and your medical history
Copies of medical reports and investigations performed.

TPD or Trauma Claims

To make a claim on your TPD or Trauma Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
A certified copy of your Birth Certificate, current Australian Passport or Driver Licence
Copies of medical reports and investigations performed.

Your claims consultant will let you know exactly what information we’ll need and can help you through the process.

Business Expenses Claims

To make a claim on your Business Expenses Insurance, you’ll usually need to provide:

An initial claim form (which we’ll send to you) that includes sections for you, your treating doctor and your treating specialist to complete. The treating doctor’s statements include details of your condition and your medical history
Copies of medical reports and investigations performed.

Your claims manager will let you know exactly what information we’ll need and can help you through the process.

Capital adequacy

It's important we deliver on the promises we make, this includes our ability to pay claims to our customers when they need them. As a life insurer, we demonstrate this ability through the capital we hold. This capital ensures that we have enough money available to pay claims, even under extreme or unexpected financial conditions.

To read more, download our Capital Adequacy Disclosure document.