Making a claim
If you’re ever involved in an accident, suffer from illness or experience a loss we're here to help guide you through the claim process.
TelstraSuper's and MLC Life Insurance’s Joint Claims Philosophy
Together with our insurer, MLC Limited (MLC Life Insurance), our joint claims philosophy is to act in the best interest of TelstraSuper members and provide support in their times of need. We are committed to compassionately guiding members through the claims process. As TelstraSuper’s insurer, MLC Life Insurance endeavours to make the right decisions and supports ethical and fair outcomes for TelstraSuper members.
Both TelstraSuper and MLC Life Insurance will work together to:
- explain the claims process in simple and easy to understand terms
- assist you to complete the requirements of the claim process, based on your individual circumstances
- have your claim finalised as quickly and efficiently as possible.
TelstraSuper will act as your advocate to ensure that our Insurer, MLC Life Insurance, and any other third parties involved in your claim are also act in accordance with this philosophy.
We understand that this may be a difficult time, so we’ll both do our best to make the claims process as straight-forward as possible for you, with consultants acting in a consistent, fair, professional and empathetic manner. If you are well prepared and you have all the information that we need, making a claim is usually straightforward.
How to make a claim?
We have adopted a simple and compassionate approach to claims and have outlined the step-by-step process in the following documents.
Situation |
Helpful Documents |
Are you claiming as a result of a death? | Making a death claim |
Have you suffered a serious injury or illness? | |
Have you been diagnosed with a terminal illness? | making a terminal illness claim |
How is a TPD or Income Protection claim assessed?
If you make a Total & Permanent Disablement (TPD) or Income Protection claim, TelstraSuper and our insurer, MLC Life Insurance, will assess your condition based on the requirements of the relevant insurance policy and the TelstraSuper Trust Deed.
Key terms commonly used are italicised and are further explained in your Insurance Guide available at telstrasuper.com.au/pds For full terms refer to the relevant insurance policy.
TPD
In order for a claim to be accepted, you must have TPD cover at the time your accident or sickness occurs and generally, you must meet at least one of these definitions:
Income Protection
In order for a claim to be accepted, you must have Income Protection cover at the time of your accident or sickness and must generally meet at least one of these definitions:
Ready to lodge a claim?
Once you're ready to lodge your claim give us a call on 1300 033 166 and we’ll explain how you can submit your claim via our online claims portal*. If you have any questions throughout the process we're here to help you. See our Frequently Asked Questions on Death, Income Protection, TPD and Terminal Illness claims.
View our Vulnerable Consumers Policy
Need help with translation?
TelstraSuper recognises that some of our members and their dependants are from non-English speaking backgrounds and may need help with translation or interpretation when making a claim. We've partnered with the National Translation Services to provide this service at no charge to our members or their dependants. Please let us know if you would like to make use of this service by calling us on 1300 033 166.
What if I’m not happy with the review process or the outcome of a TPD, Income Protection or Terminal illness claim?
You’ll be given the opportunity to review all of the information obtained as part of assessing your claim. You’ll also be able to provide additional evidence to support your claim.
If your claim has an insurance component and our insurer, MLC Life Insurance, decides your claim is unsuccessful, TelstraSuper will review the decision on your behalf to ensure that it is a fair and reasonable decision. You’ll have the opportunity to provide further evidence and you can ask TelstraSuper and MLC Life Insurance to review the decision if new evidence is received.
Once a final decision is made to you in writing and, if you’re still dissatisfied, you may contact the Australian Financial Complaints Authority (AFCA). AFCA is an independent body set up by the government to assist in the resolution of certain complaints in relation to superannuation.
If your insurance claim is unsuccessful, you may still be eligible to access the funds in your superannuation account. We can guide you through this process.
*Our online claims portal is available for members who have a date of disablement on on or after 1 July 2020. For disability claims with a date of disablement prior to 1 July 2020, a different process is required. Call us on 1300 033 166 for more information.