Claims FAQs

A certified copy is a photocopy of an original document that confirms the original has been sighted and the copy is a true and complete copy of the original. Your documents can be certified by a Justice of the Peace, Commissioner of Affidavits, Notary Public or solicitor, among other officials.

The policy document, including the policy schedule and Memorandum of Transfer, is required as proof that the policy ownership has not been transferred or assigned to another party.

We can still assess your claim, however we’re required under legislation to communicate the loss of the policy and must wait for 10 days before issuing a replacement policy. There may be a policy processing fee payable.

Depending on your particular policy, the policy may end once the benefit has been paid. Your claims manager will let you know whether or not that’s the case.

Your claims manager will contact you to explain our decision and reasons.

The benefit will be paid to the policy owner registered on our records.

You’ll receive the benefit payment after your claim has been assessed and accepted. Your claims manager will keep you up to date while we’re assessing your claim, so you know how things are going.

If we accept your claim, we’ll pay the sum insured: your claims manager will let you know the amount payable.

Benefit payments can be made by cheque or direct credit to your nominated account.

Yes, you need to continue paying premiums while we’re assessing your claim.

Depending on your particular policy, the policy may end once the benefit has been paid. If that’s the case, you don’t need to continue paying premiums and your claims manager will let you know.

No, not all policies contain a waiver of premium benefit. Your claims manager can advise you about whether your policy contains a waiver of premium benefit.

We don’t usually deduct tax, but it’s always a good idea to seek independent tax advice for your personal circumstances.

Buy Back lets you repurchase an insurance benefit 12 months after benefits have been paid to you under the policy and, because you’ve previously had cover with us, the Buy Back benefit can be purchased without the need for additional medical information. 

The type and amount of cover you can buy back will depend on the specific policy you had previously. Your claims manager will let you know the details of any Buy Back Option you can access.

For information about our internal dispute resolution process, please refer to our Complaints Management Process and Complaints Policy.

If, after the internal dispute resolution process, you remain dissatisfied with our decision, you can contact the Australian Financial Complaints Authority, who are an independent body that can provide information about the next steps you can take. For more information, please refer to our Complaints Management Process and Complaints Policy.