Making an insurance claim

Super and investments 101 | Date Posted: 2 August 2021

We know making an insurance claim can sometimes be a tough process to go through at a difficult time. There’s often lots to organise and you’ll be doing many things for the first time. That’s why we have a dedicated insurance claims team to support members and guide them throughout the process.

You can check our Insurance Guide for an overview of the different types of insurance available and what they cover. If you’re a member and need to make a claim, it’s important to contact us early to confirm you’re eligible to make a claim. The steps you go through will depend on the type of claim – Income Protection (IP), Total and Permanent Disablement (TPD) or Terminal Illness (TI) – but generally include the following:
  1. Contact us
    Call us on 13 64 63 as soon as you can so we can commence your application. We’ll go through some details and kick off your claim request with our insurer. We’ll step you through the claims process and let you know what documents you’ll need to provide. Alternatively, you can also start the claims process via your online account.

  2. Assessment
    Our insurer will contact you for further information and assess your claim. They may ask for some additional details such as your medical treatment, reports from treating doctors, prognosis and medications, and send you some forms to complete. They’ll then appoint a dedicated Claims Manager to manage your claim request and help you throughout the process. The time it takes to assess your claim can vary depending on the nature of your claim and individual circumstances.

  3. Decision
    You’ll be contacted to discuss the outcome and next steps.

New – track the progress of your claim online

Did you know you can now track the progress of your claim online? Simply log in to your online account and from your dashboard, go to Manage my Insurance to find out more.

If your claim is approved 

For TPD and TI claims, your benefit will be paid to Mine Super. In most circumstances, you can then access the money in your super account, by completing and submitting a Withdraw your super form. 

For IP claims, you’ll be paid a fortnightly benefit. The insurer will pay your money directly to your bank account, each fortnight. You’ll also receive 9.5% of your salary paid as a super contribution into your Mine Super account to help grow your retirement savings while you’re unable to work.

Did you know? Making a claim may impact the other insurance you have on your account. For more information, read the Product Disclosure Statement (PDS) and Insurance Guide or call us on 13 64 63.

Insurance health check – make sure your insurance cover is right for you

Remember, insurance is not set and forget. As your circumstances change – such as a pay rise, a new house or a new baby in the family – take some time to review your cover and check that it still suits your needs. You can change things like:
  • The type and amount of your cover
  • Your job classification
  • Your annual salary (which impacts any Income Protection cover you have)
  • Whether you smoke or not (for Voluntary Insurance Cover)
  • The waiting period or benefit period for your Income Protection insurance 
You can review and manage your insurance (except IP) in your online account. For any changes to your IP cover, you need to complete a form. You can also cancel your cover at any time by calling us.

Don’t have insurance? Contact us to discuss your options and get an estimate of the premiums. Did you know? Premiums are automatically deducted from your super account, so you don’t need to worry about budgeting or making payments.

More info

Want to know more about the insurance options available on your Mine Super account? Check out this page to find out more. You can also call us on 13 64 63 for any questions.