Make a claim

We know making a claim can sometimes be a tough process to go through at a difficult time, which is why our insurance team are here to support you and work with you throughout the claim process.

Contact us

When you need to make a claim, 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 walk you through the claims process and let you know what documents you’ll need to provide.

Alternatively, you can also start the claims process in your online account.

Assessment

Our insurer will contact you for further information and assess your claim. They may ask for some additional details, which may include information 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 support you throughout the process. The time it takes to assess your claim can vary depending on the nature of your claim and individual circumstances.

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.

Important

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.

Financial advice can help

If you’d like to speak to someone from Mine Super Financial Advice about your financial future or, if your claim is successful, the best way to use your claims money, you can request an appointment with a financial adviser.

 

Frequently asked questions

Can I claim on two different policies?

If you have multiple Total and Permanent Disablement (TPD) or Terminal Illness (TI) policies, you can claim these at the same time. However, you can’t claim Income Protection (IP) benefits on two insurance policies at the same time.


What documentation will I need to provide?

When you make a claim, we’ll let you know what documentation and information you need to provide. 

  • For TPD and IP claims, we may need your employment and salary history, medical treatment, reports from treating doctors, prognosis and medications. If your injury or illness is work related, we also need Worker’s Compensation details. 
  • For TI claims, we may need your medical treatment, reports from treating doctors, prognosis and medications. 
  • For death claims, we may ask for a copy of the death certificate and details of possible dependants or beneficiaries. 


When will I find out about the outcome of my claim?

Once our insurer has all the requested information, they’ll review your claim and make a decision. The time it takes can vary depending on the nature of your claim and individual circumstances. If the insurer requires more information or if you haven’t submitted all the documentation or forms they’ve asked for, it may take longer for them to approve or reject your claim.


What if my claim is not approved?

Once a decision has been reached, you’ll be contacted with the outcome. If you’re not happy with the outcome of your claim, we’ll explain what other steps you can take.