Claims and claiming

You have insurance in place, and now you need to make a claim. We explain what to expect throughout the insurance claims process.

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. 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. 

If you need to claim on a BT insurance policy, contact us
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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