We understand that making a claim often comes at a time of stress, vulnerability, or grief. We commit to supporting our customers and their loved ones throughout the claims process, and treating those involved with care and respect. Every claim will be assigned to a dedicated Claims Manager - there to help navigate the toughest of times.
You can submit a claim for your client through the Adviser Portal nominating the preferred point of contact. Once received, a Claims Manager will review the details and may request any additional information required.
We aim to ensure that all of our claims decisions are consistent, impartial, and transparent. You’ll be kept informed via the Adviser Portal throughout the process, including when a decision is made. If your client contacts us directly to lodge a claim, we’ll notify you where possible, so you remain in the loop.
Our commitment
When it comes to claims, we're committed to:
- Treating customers fairly, compassionately, and with respect.
- Assessing and paying claims in a timely manner.
- Respecting customer privacy (although note that we will need to share claims-related information with our reinsurer).
- Making claims decisions consistently and impartially.
- Communicating clearly, regularly, and transparently.
- Requesting only the information necessary to assess the claim.