Make a claim

When you notify us about your claim we’ll let you know what information we will need. To get an idea of what this may include, you can find general requirements for death cover and terminal illness claims below.

Death cover

If a loved one has passed away, we may ask for:

• a certified copy of the death certificate
• a signed Medicare or Pharmaceutical Benefits Scheme (PBS) request form
• a report from their treating doctor or specialist or a coroner report
• a Medicare history report.

Terminal illness cover

To claim your insurance benefit, your medical practitioners will need to certify that your life expectancy is less than 24 months.

You can also access your super early, however there could be significant consequences, including forfeiting your insurance cover. Call us on 1800 331 685 and we can take you through your options.

As part of your claim, we may ask for:

• certification from two of your medical practitioners, one of whom is a specialist
• additional information from your doctors
• a Medicare history report.

For more information about medical practitioners qualified to provide certification, refer to the Insurance in your super booklet (827 KB).

If you’d like to talk through your options or requirements, please call us on 1800 331 685.

We’ll work with the insurer to assess the claim based on the information we receive. If we require more information, we may contact you or other people, such as doctors or other potential beneficiaries.

We’ll let you know the claim outcome and arrange payment if your claim is approved. We’ll pay the benefit according to the binding beneficiary nomination if there’s one in place. Otherwise, we’ll consider all possible beneficiaries before deciding who to pay. These may include:

• dependants listed in the non-binding beneficiary nomination, if there is one
• people named in the Will, or
• any dependants as defined under superannuation law.

To ensure payment reaches the right person, we’ll usually request certified copies of ID documents. This may include the ID of dependants and other beneficiaries.

After you tell us about your intention to claim, we’ll let you know what information to provide. This may include:

• reports from your doctors, specialists and allied health providers
• a medical assessment from an independent specialist or practitioner on your condition or capacity to work
• financial information.

If you need help collecting information important to your claim, you can authorise us to collect it on your behalf.

We’ll let you know your claim outcome and make payment arrangements if your claim is approved. As part of your payment, we’ll:

• request certified copies of ID documents
• detail any waiting periods that may apply
• outline the conditions for ongoing payments.

We also conduct regular reviews of entitlements. How often we review your case depends on the type and cause of your claim, but as a guide we review:

• disablement claims every two years
• temporary incapacity and Income Protection claims every six months.

If you’re a DBD member, you receive inbuilt benefits that cover you if you:

• become temporarily incapacitated due to illness or injury
• become totally and permanently disabled,
• have a terminal illness, or
• pass away.

For more information about inbuilt benefits, including special conditions and limitations, refer to the following fact sheets:

• Inbuilt temporary incapacity benefits for Defined Benefit Division members (PDF, 178KB)
• Inbuilt disablement benefits for Defined Benefit Division members (PDF, 175KB)