We know that members and their families who contact us to make a claim are going through an extremely difficult time.
Whether it be health complications, an accident or, very sadly, a death, members may need support from their fund.
UniSuper is here to help. Whether members or their families are reaching out for advice or to make a claim, our dedicated in-house team is available to assist.
Our claims track record
UniSuper manages claims in-house, led by teams who work directly for UniSuper—and therefore directly for members. We want our members and their families to feel valued and cared for. We take a Case Management approach to support them, which provides direct access for claimants to dedicated claims consultants and assessors, and a direct claim assist line for queries and assistance.
We have a strong track record of supporting our members during these very sensitive times with genuine care—and when it comes to processing and paying claims, we make every effort to do this in a timely manner.
We strive to show genuine care in every single interaction with our members—this is never truer than when assisting them and their families at these highly sensitive times.
Continuous improvement
Knowing members and their families rely on their super fund for support in difficult moments drives us to always seek to improve our processes, systems and communications. We work closely with industry bodies and our insurer to make this happen.
We also work closely with our insurer where there’s an insured benefit to assess and process claims as quickly as possible—all the while monitoring their performance, as well as our own, against agreed targets. This includes proactively advocating for our members, particularly in circumstances where timelines for a claim decision are taking longer than usual.
We’re kept accountable with independent reviews of our claims practices, and these help us identify areas to improve. Our commitment to our members is crystal clear: we will always place you at the centre of everything we do.
We’re also taking proactive steps to increase the number of binding death benefit nominations by making it easier for members to complete these using the UniSuper mobile app, or by logging into their online account. This will be available in March 2025. It’s important for members to know that having a valid binding death nomination can reduce claim processing times.
Evolving our insurance offer
We’ve been pleased to introduce members to the expert-led virtual care platform, 360Health, this year. The platform allows members and their families to confidentially access a range of specialists in their respective fields at no additional cost, all from the ease of their phone, computer or tablet. Members don’t have to have insurance cover with us to access the platform.
Available services include the likes of Mental Health Assist, Ask a clinician, nutrition consultation, fitness and recovery and expert medical opinion.