Understanding claims and claiming

When you may need to make a claim

As with any insurance policy it is important to know what you are covered for. This is an important step in knowing if you can make a claim on your cover. If you are unsure whether you can make an insurance claim, speak with your Financial Adviser who can advise whether or not you are covered for a particular set of circumstances.

Making a claim

Making a claim on your personal insurance typically involves several key steps.

Step 1: Contact your insurer

It is important to contact your insurer as soon as you can and explain what has happened to prompt your claim. It is likely you will be asked a number of questions about the type of claim you want to make. This will help to ensure you are directed to the right person to deal with your insurance claim.

Many insurers will assign a Claims Consultant to you, who will help you every step of the way. Be sure to note down the Consultant’s name and phone number. It is always a good idea to make a note of each conversation you have, recording the date and time of the call.

In some cases, your insurance claim may be able to be assessed over the phone without the need for you to fill out any forms.  

Step 2: Complete your claim forms

If your insurer asks you to complete an insurance claim form, be sure to read it carefully as it may ask you to attach quite specific documents like a medical certificate. Some parts of the paperwork may even need to be filled out by your medical practitioner. 

Review your form before sending it to your insurer, and if possible take a copy of the completed paperwork.

Step 3: Your insurance claim is assessed

Your insurer will review all the information you have provided and make an initial assessment of your claim. It is likely the insurer will call you to discuss the assessment, followed by a written confirmation with the details of your claim. 

Step 4: The outcome

If your insurance claim has been approved, your insurer will arrange your payment either by a direct deposit or cheque. For insurance within super, claims are paid into your Super account and are able to be accessed at any time after meeting a relevant Condition of Release. Your insurer will stay in touch to confirm your payment has been processed. If your claim is for an Income Insurance benefit, your insurer is likely to stay in touch each month to assess the ongoing payments.

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.

Our claims team

At BT we understand that making a claim is a stressful and difficult period. Our claims team is highly trained and empowered to assess claims promptly and provide honest and helpful advice during the whole process.

Our claims philosophy

• We believe in fairness and honouring the intent of the policy. In circumstances where the claim remains unclear according to the policy, we will apply the common understanding of fairness and a consideration of what the policy was designed and priced for. When we assess “fairness” we refer to all policyholders not just those making a current claim. Part of our role is to protect policyholders from non-genuine claims being paid. 
• We understand people often make life insurance claims in a time of great need and administrative delays can cause harm, therefore we always seek to pay genuine claims promptly. 
• Our claims consultants understand each customer and claim circumstance is unique. We know that to resolve claims effectively we need to treat people with empathy and consider their situation holistically. 
• We believe transparency leads to better claims outcomes and our customers do not always understand policy documents. We have a role in explaining your policy and ensuring you receive the maximum entitlements for your claim. 
• We are responsible for your private information and maintain our records as a responsible and ethical corporate citizen. 
• We understand that long term worklessness is a serious health risk and will use our expertise and resources to help you get back on your feet and achieve maximum recovery, following an accident or injury.
• We are only part of a process that can deliver the best outcome for you. We value and respect the role of your adviser, treating doctor and family support and endeavour to work openly and with humility.