Claims guide

Scottie: I'm Scottie. I'm 41, fit, healthy, married. We have a three-year-old daughter.

Scottie's story. Recovering from cancer.

Scottie: Well last year, we were confronted with some pretty alarming news. I was told I had bowel cancer.  I said I'm too busy, I've got meetings tomorrow. He (Doctor) said you know this is life changing.

Lizzy: That the first thing that happens is your whole world falls apart. He went into the hospital and it was about a six-seven hour operation. Poppy went back to have a sleep and then I just, there's nothing you can do. You're sitting there, knowing your husband's going under the knife and you don't know what's going to happen

Scottie: After the chemo, there's no way you could work. I mean, you really, absolutely, ironed out. You can hardly walk to the bathroom.

Lizzie: It was very, very traumatic both emotionally and also physically.

Scottie: Just the initial cost the radiation and just in that first pre-surgery phase, was thirty to forty thousand. And I think people are unaware that, something like a general health insurance is great, that covers you in hospital but that stops when you're not admitted in hospital.

Meet our claims managers

Matthew: We're there to support them from start to finish.

Sarah: It's really, I guess, giving you some stability, some assurance.

John: So my role as a claims manager is to basically have a conversation with them, get to know them, get to understand their situation. And work with them too get them back on the road back to recovery.

Matthew: Watching our claimants get back to enjoying aspects of their life, that's really fulfilling. Being able to do that via not only return to work programs and vocational assistance but also in assisting them to getting back into the things they enjoyed, a lot of their hobbies and that's when I really like to be able to step in and help.

Sarah: When it interrelates with your life as well, I think that sometimes that can be the hard part.

Sally: And it’s given me a lot more compassion and empathy for other people and what they might be going through.

Sarah: We've got to really try and be there as much as we can for them.

Sally: People sometimes think that claims managers are just soulless robots, but we're people too.

Matthew: You know, I always like to let our claimants know we want to work with you, we're here to help you as best as we can. That's our ultimate goal.

Sally: You feel good when you're doing good and treating other people good, with respect and the highest level of customer service that you can offer, so I think that's what we try and bring to our jobs and bring to our customers.

If you need to make a claim, have a look over all the documents relevant to your policy, such as the Policy and Product Disclosure Statement (PDS), to check what you’re covered for and for any exclusions or conditions that may apply. 

Can’t find your documents? 

If you took out cover directly from us or through a financial adviser you can contact us and we’ll send them to you, or

If your cover is through your superannuation, you should contact your super fund directly and they’ll be able to send them to you.

If a loved one has passed away, we'll ask for:

• Proof of their age, such as a certified copy of their birth certificate, driver's licence or passport
• A copy of the Will, Probate or Letters of Administration to make sure the claim payments reach the correct beneficiary
• Proof of age and identity of the beneficiaries or Policy Owner.

If you or a loved one has been diagnosed with a terminal illness, we'll ask for:

• Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
• A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself.

If a loved one has passed away, we may ask for various documents including any of the following:

• Proof of identity such as a certified copy of their birth certificate, driver’s licence or passport;
• A copy of the Will, Probate or Letters of Administration to make sure the claim payments reach the correct beneficiary; and
• A coroner’s report; and

If you or a loved one has been diagnosed with a terminal illness, we may ask for various documents including any of the following:

• Proof of identity such as a certified copy of their birth certificate, driver’s licence or passport;
• A copy of your Power of Attorney if you’re not well enough to complete the paperwork yourself.

If a loved one has passed away, we may ask for any of the following documents to be provided:

• A certified copy of the death certificate;
• A signed Medicare or Pharmaceutical Benefits Scheme (PBS) request form;
• A medical report from their treating doctor or specialist;
• A coroner’s report; and
• A Medicare History Report.

If you or a loved one has been diagnosed with a terminal illness, we may ask for various documents including any of the following:

• Medical certification from two registered medical practitioners (not allied health workers);
• Additional information from your treating doctors;
• A medical assessment from an independent specialist or practitioner; and
• A Medicare History Report.

Here's what we'll ask for:

• Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
• A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself
• Information about your professional duties, training, education and work history.

We may ask for various documents including any of the following:

• Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
• Medical records relating to your claim; and
• A Medicare History Report.

We may ask for various documents including any of the following:

• Documents that confirm your income before or during your claim. That might include copies of your pay slips, tax returns, Notices of Assessment or financial statements from your business.

Here's what we'll ask for:

• Proof of identity, such as a certified copy of your birth certificate, driver's licence or passport
• A copy of your Power of Attorney if you're not well enough to complete the paperwork yourself
• Information about your professional duties, training, education and work history.

We may ask for various documents including any of the following:

• Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
• Medical records relating to your claim; and
• A Medicare History Report.

We may ask for various documents including any of the following:

• Proof of identity, such as a certified copy of your birth certificate, driver’s licence or passport;
• A copy of your Power of Attorney if you’re not well enough to complete the paperwork yourself; and
• Information about your professional duties, training, education and work history.
  
   

We may ask for various documents including any of the following:

• Information from your doctors or medical specialists. A medical assessment is a key part of assessing your claim, so we might request specific information from your medical team or ask you to have an assessment with an independent specialist;
• Medical records relating to your claim; and
• A Medicare History Report.

We may ask for various documents including the following:

• Documents that confirm your income before or during your claim. That might include copies of your pay slips, tax returns, Notices of Assessment or financial statements from your business.