Simple and easy steps to make an insurance claim
05 December 2019
5
min read
Making an insurance claim should be as simple as possible to provide you with peace of mind at a difficult time.
One in three QSuper members will make an insurance claim in their lifetime.1
The first step when making an insurance claim is to contact your fund.
You may not need a lawyer to make an insurance claim, although some people may choose to engage a lawyer.
The Association of Super Funds of Australia (ASFA) says making a claim on the insurance
you have in your super is much easier than you might think.
Hiring a lawyer can be expensive, and the costs can eat into the amount you eventually receive from your claim. Court cases also take up valuable time, and the outcome might not be judged in your favour, so it’s worth approaching your fund first, before you sign a contract with a lawyer, ASFA says.2
Follow these three steps if you need to make an insurance claim:
Call QSuper
Call 1300 360 750 to let us know about your situation.
You may wish to check your cover through Member Online.
ASIC’s MoneySmart website3 says most eligible super fund members are typically given default death cover and TPD cover automatically4. Some, but not all funds, also offer income protection insurance. You may have also personalised your cover.
Gather your documents
When you contact us to make a claim, you will be told exactly what documents you need to provide.
This generally includes claim forms to complete and copies of any medical documents you already have about your condition, such as doctor's reports and test results.
Work with your claims manager
QSuper assigns a dedicated claims manager who will guide you through the entire claim process. At no point will you be on your own.
Your dedicated claims manager will remain a members’ first point of contact to help you through the claims process and answer any questions that you may have.
Death Cover
In the event of your death or you suffer from a terminal illness, this cover can provide a lump sum to help keep your loved ones financially secure.
Income Protection
If an illness or injury means you can't work temporarily, income protection can provide you with an income to help meet your living expenses.
What happens next?
If your claim is approved, you will be contacted to arrange a suitable payment option but if not, you’ll be provided with a detailed statement explaining the reasons why.
If you are unhappy with the claims process, or your claim being rejected, you can utilise QSuper’s formal complaints process.
If you're not satisfied with that outcome, you can then take your complaint to the Australian Financial Complaints Authority (AFCA).
ASIC says you do not need a lawyer to complain to your fund or to AFCA. If you think the benefits outweigh the fees, you may find it helpful to use a lawyer or other professional adviser.3
Holistic claims management
For members on income protection and temporary and permanent disability cover, QSuper’s Holistic Claims Management works in partnership with members, employers and healthcare professionals to achieve the best possible insurance claim outcomes for all involved.
Learn more
1. Analysis by QSuper shows 36.8% of members who spend their whole working lives with QSuper are expected to access their insurance benefits before retirement. This includes 2.6% who die, 11.5% who become totally and permanently disabled before the age of 65 and 22.7% who are temporarily disabled from working, for a significant period, at some stage.
2. Association of Super Funds Australia, Super Guru, February 2019, How to make an insurance claim, accessed 13 November 2019 at www.superguru.com.au
3. ASIC, MoneySmart, October 2019, Insurance through super, accessed 13 November 2019, at www.moneysmart.gov.au/superannuation-and-retirement/how-super-works/insurance-through-super
4. Eligibility and conditions apply.