What you need to know when making a claim

We aim to assess your claim as quickly as possible, but the time can vary based on factors such as:

• What cover type you’re claiming for;
• The complexity of the condition and your unique circumstances; and
• When we receive all the relevant information we need to make an assessment.

The Life Insurance Code of Practice (Code) outlines timeframes for assessment and notification. If we’re unable to meet them, we’ll call you to let you know why. In agreement with the code, we'll inform you of the claim outcome within 15 business days of receiving all necessary information and we’ll provide updates at least every 20 business days, or as agreed.

Whilst we strive to assess claims as efficiently as possible, incomplete forms or missing information can lead to delayed benefit payments. There are a few steps you can take to ensure your claim assessment runs smoothly:

• Check all forms are signed and dated by the appropriate person(s);
• Provide certified identification for all relevant parties including the insured person, the policy owner and any beneficiaries (if relevant);
• Provide full contact details of your doctor(s) or return the completed Medical Examiner's Form;
• Provide complete bank details including the account holder’s signature;
• Ensure any photocopies you provide are clear and easy to read;
• Where a Specialist Physician Form is required, ensure this is filled out by the specialist and not a general practitioner on their behalf; and
• Where required, provide full details of the dates you were unable to work, confirmed by your doctor;
• Provide complete financial documentation and a full tax return where required.

Your ClearView Claims Consultant is available to help, should you need assistance during the claims process.

If you’re unable to complete the form, we'll need documentation showing who has the authority to act on your behalf, typically a power of attorney. We only share claim information with the insured, policy owner, and listed financial adviser.

If you’d like us to release information to another party or discuss the progress of your claim with another party, you will need to complete a third-party authority form.

We’re committed to making our claim process as easy as possible and welcome any feedback that you may have. Feedback can be provided using the following options:

• Give us a call on 1300 730 832 between 9am to 5pm (AEST) Monday to Friday
• Email us at [email protected]
• Write to us at: ClearView Life Claims, GPO Box 4232, Sydney NSW 2001
• Visit our complaints and feedback page
  
• Complete a feedback form

Eligible benefits are generally paid to the policy owner (or to the nominated beneficiary or estate in the case of death benefits).

For any cover held inside super, the benefit will be paid to the HTFS Nominees Pty Limited ABN 78 000 880 553, AFSL 232500, RSE Licence No L0003216 as trustee of the HUB24 Super Fund, ABN 60 910 190 523, RSE R1074659 (Trustee) and the Trustee will then determine how to pay applicable benefits in accordance with superannuation law.

If you are entitled to receive payment under income protection, the benefits are generally payable from the end of your waiting period and are paid monthly in arrears. For example, if you have a 30-day waiting period, you will receive your first payment on day 60 from the start of the waiting period.

The waiting period is the minimum period of time you must be disabled as a result of the same sickness or injury before you are eligible to claim a monthly income protection benefit.

Benefits are generally not payable during the waiting period.

The benefit period is the maximum amount of time you are able to receive an income protection benefit for a claim.

Benefit periods can be age based, for example ‘To age 65’, or time based, ‘2-years’. Benefits payments will cease at the end of the benefit period, or when you recover, whichever comes first.

For income protection inside ClearView ClearChoice Super and ClearView LifeSolutions Super, we will withhold tax from benefit payments and will provide you with an income statement of benefits paid for the financial year.

For information around tax treatment of benefits, you should read the relevant PDS and speak with a taxation professional.

These benefits are reviewed and paid monthly. Your Claims Consultant will keep in touch regularly to monitor your recovery and return-to-work progress.

They'll guide you on what's needed, including updated claim forms from you and your doctor. We'll only ask for additional medical assessments as needed to evaluate your claim.

A certified copy means a document that has been certified as a true copy of an original document by an authorised person.

For more information, see our Document and identity verification page.

You can opt to supply your identification digitally – contact us on 1300 730 832 and we’ll send you a link to upload your documents electronically, or you can provide a certified copy of your identification.

Acceptable identification documents include:

• Driver’s license
• Australian Passport

Refer to our Online Identity Verification terms and conditions for more information.

We’ll book in a time that’s convenient for you. Your dedicated claims consultant will ask you for information relating to your condition and treatment. If you’re claiming for Income Protection, we’ll also ask questions about your employment.

We’ll review your responses and determine if any further information is required (such as a doctor’s report).

Your dedicated Claims Consultant will keep you updated every step of the way and will be there to support you and answer any questions you may have.

Please have ready details on the health providers you’ve seen regarding your condition, the dates you consulted them and details of any treatment you’ve had.

If you’re claiming for Income Protection, please have details of your work history, including how long you’ve been doing your current occupation, what your duties are, and if you’re self-employed, details of your business.

A Trauma Tele-Claim can usually be completed in 15-20 minutes and an Income Protection Tele-Claim usually takes around 30-40 minutes, but they may take longer depending on your circumstances.

Whilst it’s preferable to complete the form in a single sitting, if you need a break, we run out of time or the line drops out, we can organise another call and finalise the form then.

No, you can choose to have a support person with you or if you’d like someone to complete the Tele-Claim on your behalf, you’ll need to complete a Third-Party Authority form prior to the call to authorise them to speak for you.

Call us on 1300 730 832 and we’ll find another time that’s suitable.

We can organise for a translator to be present during the call. Just let us know when booking your Tele-Claim.

We’re happy to accommodate. Let us know your preference when making the booking and we’ll ensure that they’re available to do your Tele-Claim.

We will review what you have told us against the policy terms and in most cases, we’ll need to request a report from your doctor. We’ll be in touch with you within 48 hours of the call to let you know what the next steps are. Your Claims Consultant will be available to answer any questions you may have.

You’ll be sent a copy of the completed claim form. You’ll need to review the form to ensure that it’s true, correct and complete. This is important as it forms part of the claims assessment and may impact your claim. Where any information is missing or incorrect, email us at [email protected] or phone us on 1300 730 832 between 9:00am to 5:00pm (AEST) Monday to Friday to let us know.