Our Member Services contact centre will be closed from 12pm Wednesday 18 December and re-open 8am Thursday 19 December. During this time, you can leave a message with your contact details and we will call you back.
We know if you’re making an insurance claim, you’re going through a difficult time. We want to support you by making things as easy and fast as possible.
When you’re making a claim, there are certain things you’ll expect from us, and things we’ll need from you. Here’s a look at how it works.
The first thing to do if you need to notify us about the death of a First Super member is contact us. A phone call is best.
You will need to tell us the date the member died so we can start the process for any claim you or others may have for their death benefit (this is their superannuation plus any insured amount).
We can also provide you with any relevant forms and answer any questions you may have about the process.
For Total and Permanent Disablement (TPD), Terminal Illness and Income Protection claims, the first step is to contact us. A phone call is best.
This conversation will help us work out if you are eligible to make a claim on your TPD, Terminal Illness or Income Protection insurance. We can then provide you with our insurer’s forms to get the process started.
You (or your representative) will need to tell us:
Once your claim is lodged, we will refer it to our insurer for assessment. They will keep you updated on the progress of your claim, how long it is expected to take, and if they need any more information from you.
Once they have made their decision, we will let you know if your claim has been successful.
If your claim is denied and you do not agree with this decision, there are a few things you can do. Read our complaints page to find out your next steps.
Our Claims Team will guide you through the claims process from start to finish with respect and understanding. We will support you, keep you informed as things change, and be reliable and honest whenever you turn to us.
Our Claims Review Committee reviews all decisions made by our insurer. If we think a decision is unfair or unreasonable, we will take any necessary steps to resolve this. Where we believe a claim has a reasonable chance of succeeding, we will go above and beyond to achieve this result.
If English is not your primary language and you need help discussing your insurance claim with us, you can call the Translation and Interpreting Service (TIS National) on 131 450. They will help you speak with our team.
If you have any other questions, please don’t hesitate to call our Member Services Team on 1300 360 988, or email us.
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