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Making a claim

Your claim is unique

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.

Our Claims Philosophy is to:

  • communicate the process clearly,
  • at all times treat our claimants, members and their beneficiaries with the utmost respect and empathy,
  • pursue claims with the Insurer on the member’s behalf that we consider both reasonable and to have reasonable prospect of success, and
  • make prompt payments on successful claims.

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.

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A daughter giving her father a big hug while his washing vegetables.

If you need help

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.

We understand

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.

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Our claims process

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

Making a claim

Call us on 1300 55 7586 so that we can help you through the claims process.

For more information

For more information, you can find your Claims guide by logging into your account: