Making a claim

We all hope we never have to make a claim. However, when things do go wrong and you’re involved in an accident, suffer from illness or experience a loss we're here to help guide you through the process. 

TelstraSuper’s Claims Philosophy

TelstraSuper’s claims philosophy is to act in the best interest of our members and provide support and guidance throughout the claims process. We will achieve this by:

  • explaining the claims process in simple and easy to understand terms
  • assisting you to complete the requirements of the claim, based on your individual circumstances
  • working to have the claim finalised as quickly as possible

We will act as your advocate to ensure that our Insurer and any other third parties involved in your claim are also acting in accordance with this philosophy.

We understand that this may be a difficult time, so we’ll do our best to make applying for a claim payment simple. If you are well prepared and you have all the information that we need, making a claim is usually straightforward and quick.

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?

Making an income protection claim

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 TAL will assess your condition based on the definitions use in your insurance policy and the TelstraSuper Trust Deed.

Key terms commonly used are italicised and can be further explained in your Insurance Guide available at telstrasuper.com.au/pds

TPD

In order for a claim to be accepted, you must have had TPD cover at the time your accident or sickness occurred and you must meet at least one of these definitions:

  • Unable to work

    Immediately before your date of disablement you were working at least 15 hours per week.

    Since then:

    • you have been off work for 3 consecutive months because of your accident or sickness, and
    • you have participated in your employer’s rehabilitation program, and
    • you have ceased employment.

    TAL’s assessment must find that you are unlikely to ever perform paid work for which you are reasonably qualified.

  • Day One (meaning a specified medical condition)

    Immediately before your date of disablement you were working at least 15 hours per week.

    And following your date of disablement:

    • you have been continuously off work or if unemployed, continuously unable to accept work, because of a Day One condition.

    TAL’s assessment must find that:

    • you are unlikely to ever perform paid work for which you are reasonably qualified, and
    • you are likely to be disabled for life.

    You can lodge a TPD claim without waiting for 3 consecutive months.

  • Activities of daily working

    Immediately before your date of disablement:

    • you were working less than 15 hours per week, or
    • you were not working, and only performing domestic duties less than 15 hours per week.

    Since then:

    • you are permanently unable to perform two or more everyday working activities as a result of your accident or sickness, and
    • this has been the case for 6 continuous months or more from the date of your disablement.

    TAL’s assessment must find that you are unlikely to ever perform any paid work for which you are reasonably qualified.

  • Domestic duties

    Immediately before your date of disablement you were not working but performing domestic duties at least 15 hours per week.

    Since then:

    • you have been under the ongoing care of a medical practitioner as a result of your accident or sickness, and
    • you have been unable to work or perform any domestic duties for 3 consecutive months, and
    • you are likely to require ongoing care from a medical practitioner.

    TAL’s assessment must find that you will never again be able to perform domestic duties or any paid work for which you are reasonably qualified.

Income Protection

In order for a claim to be accepted, you must have had Income Protection cover at the time your disablement (your accident or sickness) and meet at least one of these definitions:

  • Total disability

    Immediately before your date of disablement you were working at least 15 hours per week.

    Since then, you have been:

    • unable to go to work to do your regular occupation for the time being due to an accident or sickness for the whole waiting period (provided you have not returned to your regular occupation for more than 5 consecutive days), and
    • not working in any occupation, and
    • under the ongoing care of a medical practitioner.

    Immediately after the waiting period you can’t perform the day-to-day duties of your regular occupation.

    You will receive Income Protection benefit payments until one of the following occurs:

    • you are no longer totally disabled, or
    • your benefit payment period ends, or
    • you reach age 65,or
    • you die.

    If after a period of receiving a total disability benefit you have partially returned (or capable of partially returning) to your regular occupation, you may be eligible for a partial disability benefit.

  • Partial disability

    Immediately before your date of disablement you were working at least 15 hours per week.

    During the first 12 days of the waiting period you were totally disabled due to accident or sickness for at least 7 days.

    Immediately after the waiting period:

    • you have returned (or are capable of returning) to your regular occupation; and
    • you are under the ongoing care of a medical practitioner, and
    • your income is reduced due to your accident or sickness.

    You will receive Income Protection benefit payments until one of the following occurs:

    • you are no longer partially disabled, or
    • your benefit payment period ends, or
    • you reach age 65, or
    • you die.

    If after a period of receiving a partial disability benefit you are unable to do your regular occupation, you may be eligible for a total disability benefit.

Ready to lodge a claim?

Once you're ready to lodge your claim give us a call on 1300 033 166. 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.

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 TAL 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 TAL 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). The 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.

See our Claims Frequently Asked Questions