Making a claim

Making an insurance claim can be daunting, that's why we do everything we can to help you through the process with a Claims team that is here to streamline the process for you.

Follow five steps to make a claim

BT makes it easy to make an insurance claim with a clear 5-step process.

Step 1: Contact us

If you are insured through BT, call us as soon as you can on 1300 553 764 and tell us what has happened to prompt your claim.

We are here Monday to Friday from 8.00am to 6.30pm (Sydney time).

We may ask you a few questions to help us work out what type of claim you need to make so that we can send you the correct information.

You will be assigned a Claims Consultant, who will help you every step of the way.

For selected Income Protection and Living Insurance claims we may be able to assess your claim on the spot, over the phone. This means no forms and no signatures. All you need to do is scan and email, or mail us a medical certificate.

Step 2: Complete your claims kit

If we can't resolve your claim over the phone we'll mail you a Claims kit. This contains important forms for you to complete and helpful information about making a claim.

Step 3: We collect the necessary information

If you have a financial adviser, we will let them know that you need to make a claim on your policy so that they can support you through the process.

Complete the forms in your Claims kit. Depending on the type of claim you are making, some forms may need to be completed by your medical or finance professional. Read the forms carefully as they may ask you to attach additional information with the forms, for example a birth certificate, or marriage certificate.

Please return the completed form to:
BT Life Claims
GPO Box 5467
Sydney NSW 2001

Step 4: We’ll assess your claim

Your Claims Consultant will review all the information you have provided and make an initial assessment of your claim. They will then call you to discuss the assessment.

We will also send you a letter to confirm the details of your claim and provide you with the contact details of your Claims Consultant.

Step 5: Decision

Once your claim has been approved, we'll arrange your payment by a direct deposit or cheque. We'll call you to confirm that your payment has been processed.

Claims payments can often be very large lump sums. You may wish to discuss the best way to use your payment with your financial adviser.

If your claim is for an Income Protection benefit, your Claims Consultant will make contact with you each month to assess the ongoing payments.

For questions regarding your claim, call BT on 1300 553 764, Monday to Friday 8.00am – 6.30pm (Sydney time).

BT Protection Plans and BT Protection Plans for Mortgage Customers are issued by Westpac Life Insurance Services Limited ABN 31 003 149 157 (WLIS), except for Term Life as Superannuation and Income Protection as Superannuation which are issued by Westpac Securities Administration Limited ABN 77 000 049 472 (WSAL) as trustee of the Westpac MasterTrust ABN 81 236 903 448. WLIS and WSAL are wholly owned subsidiaries of Westpac Banking Corporation ABN 33 007 457 141 (the Bank).  The Bank does not guarantee the insurance. This information does not take into account your personal circumstances. Terms and conditions, and limitations and exclusions apply.  Read the Product Disclosure Statement to see if this insurance is right for you.

© BT Financial Group – a division of Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714