That’s why we’ll take care to assess your personal situation on its own merits. When your claim is lodged with the Insurer, you’ll be appointed a dedicated claims assessor to guide you through the entire claims process.
We adopt a professional, compassionate and positive approach to claims management and actively seek to keep members at the heart of everything we do. We acknowledge that each claim is unique and must be dealt with on its own merits and we’re committed to being easy to deal with and providing outcomes to our members in a timely manner.
With the claims process, understanding what’s required of you, completing claim forms or providing requested claim information, we’ll work with you and the insurer to find a solution. You can appoint a representative to act on your behalf during the claims process.
We’re here to help you if you need interpreting or hearing support services. For more information, click here.
That making a claim can often be a challenging time. Our Claims Philosophy sets out our overall approach to managing claims in a respectful and empathic way for each unique claim made by our members. Be assured, if you’re experiencing any personal or financial difficulties during this time, we’ll take that into account in our dealings with you.
Our insurance claims process typically has six key steps and there are roles for us, the insurer and you.
Make a claim
We check your eligibility
We submit your claim to the insurer
The insurer assesses your claim
We review the insurer's decision
You'll be provided with an outcome
Call us on 1300 55 7586 so that we can help you through the claims process.