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How to make a life insurance claim in Australia
Making a claim on a life, TPD, trauma or income protection policy can feel daunting, especially at a hard time. Here's how the process generally works, and how to make it smoother.
- Contact the insurer (or us) early. Let the insurer know as soon as you think you may need to claim. Many policies have notification timeframes, and starting early avoids delays.
- Find your policy details. Locate your policy number and policy documents. If your cover is held through super, your super fund is usually the starting point.
- Complete the claim forms. The insurer will send forms for you, and often for your doctor or employer. Answer every question fully; missing information is a common cause of delay.
- Gather supporting evidence. This usually includes medical reports and, for income protection, proof of income. For TPD claims, the insurer assesses you against the policy's definition, so the medical evidence needs to address that definition.
- Stay in contact during the assessment. Insurers may ask for more information or for you to see a doctor they appoint. Respond promptly and keep copies of everything you send.
- Understand the decision. If the claim is accepted, the insurer explains how and when the benefit is paid. If it's declined, you can ask for the reasons in writing and use the insurer's (or, for cover in super, your super fund's) internal complaints process, and then the Australian Financial Complaints Authority (AFCA) if needed.
How Tony Insurance helps
We help people prepare claims, including on policies they didn't take out through us, liaise with the insurer on their behalf, and keep them updated through to the outcome. Call 0433 22 77 11 or visit tonyinsurance.com.au.
This is general information only. It doesn't take your personal situation into account. Check your policy's Product Disclosure Statement for its terms. Tony Insurance Life Pty Ltd atf Tony Insurance Life Trust (ABN 12 202 794 800) t/a Tony Insurance (CAR 1293655), Corporate Authorised Representative of Sustainable Life Solutions Pty Ltd (AFSL 536966).