Income Protection insurance claims process: how it works

As an employer, it’s possible that at some stage one of your employees might need to make an income protection insurance claim.

QSuper, part of Australian Retirement Trust, provides income protection insurance cover to eligible QSuper account holders, so we can help if your employee makes an income protection claim.

How the claims process works

If one of your employees decides they would like to make a claim, it’s important to understand our approach to claims management so that we can work together as effectively as possible.

Once we receive a claim, one of our claims managers will contact you to get any additional information. Once assessed, you’ll be contacted about the outcome and next steps.

We’ll work with you to plan a safe and sustainable return-to-work program, in line with the employee’s recovery needs.

Key steps to the claims process

1. We receive your employee’s Income Protection claim

Please make sure you have filled out the Income Protection Benefit Claim (Part B) – Employer’s Statement. This is required to allow us to make a decision on a claim and calculate payments and benefit start dates fairly and accurately.

2. We assess the claim

We’ll contact you to ask for extra information about your employee. These things could include confirmation of leave history, salary details, position description, training records or details of a Workcover claim.

We might also ask about your employee’s occupational situation, which could include pre-disability duties, job demands and work options possible in the short and long term. If your employee is able to return to work prior to the claim being approved, please let us know.

3. We notify you of the outcome of the claim

Once we’ve assessed the claim, we advise you and your employee of the outcome.

4. We partner with you throughout the claim

If the claim is approved, we work closely with you to come up with a suitable return-to-work strategy for your employee when they’re able.

We’re here to help

If you need more support or need further information about claims forms, you can speak with your Relationship Manager or call our Employer Solutions team on:
Queensland Government employers 1300 367 845
Other employers 1300 472 282

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