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Make a claim
We understand that making a claim can be a challenging time for you and your family. Our duty to all our customers is to be fair, honest and reasonable, and to handle all claims in a professional, sensitive and timely manner.
Let’s guide you step-by-step so you know what to expect.
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Contact us
Claims Notification Form
Notify us about an event online, and we will contact you.
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Tell us what happened
Every person’s situation is unique. When you lodge a claim, we will contact you to ask about your situation and issue you the relevant forms to complete and return.
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Provide documents
Once we receive your completed claim forms, we will assign a Case Manager to assess your claim.
If any further information is needed, your Case Manager will contact you to discuss this.
We will only request information that is necessary for the assessment of your claim, and we will explain why this information is required.
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We assess your claim
The Life Insurance Code of Practice outlines specific timeframes within which we must assess claims and the steps we must take if we are unable to assess a claim within those timeframes.
Your Case Manager will notify you as soon as possible regarding the outcome of your claim. If we are unable to make a decision or accept your claim, we will provide an explanation.
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Outcome and payment
We’ll let you know the outcome of your claim as soon as possible and pay you the benefit if your claim is successful.
Where a death benefit is payable under a Super plan, we're bound by law to pay the proceeds to the Superannuation Trustee. The proceeds will then be paid to your dependent/s or your legal representative. If the Trustee is of a Self Managed Super Fund or small APRA Super Fund, this will be managed as per the trust deed and applicable laws.
For any other claim under a Super plan, the Trustee will need to be satisfied that you've met the condition of release before making any payment to you.
If your claim is for Income Protection/Salary Continuance, your Case Manager will work with you to discuss recovery options and, if appropriate, develop a tailored recovery plan.
FAQs
Got questions? You're not alone. Here are answers to some of the most common questions people ask when making a claim. If you're unsure about anything, we're always here to help.
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How long does the process take?
The time it takes to make a decision on a claim depends on the type of claim, how quickly we receive the necessary information, and the specific circumstances of the claim.
The Life Insurance Code of Practice outlines specific timeframes within which we must assess claims and the steps we must take if we are unable to assess a claim within those timeframes.
We will promptly assess any information we receive and will keep you updated regularly regarding the progress of your claim.
For all claims other than Total Permanent Disability, we are usually able to make a decision within three months of receiving the claim.
Total Permanent Disability claims can be more complex and a decision can usually be made within 6 months.
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Who can I contact to discuss my claim?
You will have a dedicated Case Manager who will assess your claim and respond to any queries you may have.
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What documents will I need?
We will issue you with claim forms for you to provide information about your situation. Where applicable, there will also be a form for your treating doctor to complete and attach to any relevant medical reports, test results, scans, etc.
We may request further information specific to your claim. This could include financial, occupational or further medical information.
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Can I nominate someone to act on my behalf?
Yes. The forms we issue to you will include an Authorities - Claim form. This form allows us to gather information relating to your claim and allows you to nominate a third-party authority to act on your behalf in relation to your claim. For example, this could be your spouse, another family member or financial adviser.
Additional Services
We are committed to helping you through this journey. While lodging a claim, if you ask or we identify that you need extra support to access our products or services due to vulnerability, we will work with you to find a suitable, sensitive, and compassionate option.
Here are some additional ways we can support you and take extra care of you if you’re vulnerable. This can be due to age, a disability, injury, a mental health condition, physical health condition, language barriers, literacy barriers, cultural background, remote location, Aboriginal or Torres Strait Islander status, family violence, suicidality or suicidal behaviours or financial distress.
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Interpreting services
We provide a free interpreter service to help you communicate with us if you need it. Please contact us to arrange.
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Hearing impairment
We support the use of the National Relay Service (NRS). This is a free, confidential service provided by the Australian Government and can help if you’re deaf or find it hard to hear or speak to people on the phone.
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Financial hardship
If you're having trouble with your financial commitments, please call your Case Manager to talk about the options that may be available to you.
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Other ways to get help
Discussing medical conditions or other vulnerabilities can be confronting, uncomfortable and upsetting. In addition to speaking with us, these organisations may be able to provide you with further assistance.
Our claims data
At Resolution Life, our priority is to support our customers and their families in their time of need. Refer to claims data paid overview for details.
Important information
Any advice and information on this website is general in nature and is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is part of the Resolution Life Group and can be contacted on 133 731 or via the contact us page. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant product disclosure statement (PDS), available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision about the product. Consider speaking to a financial adviser if you have any concerns.
If you decide to purchase or vary a financial product, Resolution Life and/or other companies within the Resolution Life Group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium you pay or the value of your investments. You can ask us for more details.
