We understand that anyone making a claim is doing this during a very challenging time in their lives. Our claims team are trained and empowered to assess claims promptly and fairly, providing real support and helpful advice during the claim process.
We believe in honouring the intent of the policy by referring precisely to the policy.
If the circumstances of the claim remain unclear according to the policy, we will apply the common understanding of fairness and include consideration of what the policy was designed and priced for.
When we assess “fairness” we refer to all customers not just those making a current claim. Part of our role is to protect customers from non-genuine claims being paid.
We understand people often make Life Insurance claims in a time of great need and that administrative delays can cause harm. We will always seek to pay genuine claims promptly and endeavour to continually improve our responsiveness.
We know that to resolve claims effectively for our customers’ benefit we need to treat people with empathy and consider their situation holistically. Our claims people need to be allowed to adapt their service to meet customer needs.
When we ask for claim ‘proofs’ we understand that we must be able to explain why we need them. We know our customers do not always understand policy documents and we have a role in educating them – always ensuring they receive their maximum entitlements even if they are not aware they have a particular claim.
We maintain our records as a responsible and ethical corporate citizen. This includes maintaining the privacy, accuracy, and security of personal sensitive information.
We understand that long term worklessness is a serious health risk and we will use our expertise and resources to help customers get back on their feet and achieve maximum recovery following an accident or sickness. We want to support our customers back to sustainable work for their long-term health.
We are only part of a process that can deliver the best experience. We value the role of the adviser, the treating doctor, family support and any partners providing services for our customers.
A target market determination has been made for Protection Plans products. Please visit bt.com.au/tmd for any of our target market determinations.
The Insurer and Issuer is Westpac Life Insurance Services Limited ABN 31 003 149 157 AFSL 233728, except for Term Life as Superannuation, Income Protection as Superannuation and Income Protection Assured as Superannuation, issued by BT Funds Management Limited ABN 63 002 916 458 AFSL 233724 as Trustee of Retirement Wrap ABN 39 827 542 991. They are subsidiaries of Westpac Banking Corporation ABN 33 007 457 141 AFSL 233714, who does not guarantee the insurance. This information does not take into account your personal circumstances. Terms and conditions, and limitations and exclusions apply. Please read the Product Disclosure Statement to see if this insurance is right for you.
© Westpac Banking Corporation ABN 33 007 457 141 AFSL and Australian credit licence 233714