If a time comes when you need to make a claim, we appreciate that you'll be going through a difficult situation, so we want our claims process to be as simple as possible.
It’s important that you or your representative notify us as soon as possible after becoming aware of a claim or potential claim.
While each claim is unique, there are steps we need to take and information we need to collect. In some cases, this may take some time to complete if we need to collect details such as medical reports, but we try to work with you as quickly as we can.
One of our responsibilities is to ensure that your interests are front of mind when making any decisions regarding a claim. From an insurance perspective, this means we ensure any decisions are fair and comply with the conditions set out in our insurance policies, trust deed and any relevant laws.
We’re here to help you through the claims process and pay all genuine and eligible claims. Generally, engaging a lawyer does not reduce the time to assess a claim, nor does it influence the outcome or amount paid on a claim. In some cases, it may increase time to collect information and assess a claim. And remember, legal fees may end up reducing any benefit that you ultimately receive.
If you are lodging a claim with us, we recommend you talk to us directly in the first instance. Dealing directly with you means we’ll be able to respond to your request more efficiently than going through a third party, and we’ll also have a more detailed understanding of your circumstances.
Everyone involved in your claim will do their best to make things happen quickly, however there are some things to keep in mind that can help avoid delays with your claim’s progress: