How to make a claim

Making an insurance claim can be daunting, that's why our claims team do everything they can to support you every step of the way.

It’s easy to make a claim, just follow the steps below.

Step 1: Contact us

Call us on 1300 553 764 Monday to Friday 8.00am to 6.30pm (Sydney time). It’s important to contact us as soon as you can and let us know what has happened to prompt your claim.  

For selected Income Protection and Living Insurance claims we may be able to assess your claim over the phone, without the need to fill in any forms. All you may need to do is provide relevant medical information and/or a medical certificate.

If we cannot assess your claim over the phone, you will be assigned a dedicated Claims Consultant, who will provide support throughout your claim.

We may ask questions to understand the type of claim that you need to make and to ensure that we provide you with the correct information.

If you have a financial adviser or planner and would like them to be involved in your claim, we will let them know that you need to make a claim on your policy.

Step 2: Complete our claims kit

If we can't resolve your claim over the phone, we will send you a claims kit. This contains important forms for you to complete as well as helpful information about making a claim.

If you require assistance providing these initial supporting documents and information to make a claim, please contact us on 1300 553 764.

Depending on the type of claim that you are making, some forms may need to be completed by a medical or finance professional. Make sure that you read the forms carefully as they may ask you to attach additional information, for example a copy of any medical reports or test results that you may hold.

Once you have completed the forms and collected any additional information required, return the completed documents to:

Email -
Post - BT Life Insurance Claims, GPO Box 524, Sydney NSW 2001

Step 3: Claim assessment

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 and let you know if further information is required, including why it is necessary, for the assessment of your claim.

We will send you a letter to confirm the details of your claim and provide you with the contact details of your Claims Consultant who will keep you updated through the assessment of your claim.

Step 4: Claim 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. If you have a financial adviser, you may wish to discuss the best way to use your payment.

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

More information

If you would like more detailed information, please visit understanding claims and claiming.

We’re here to help

If you’re experiencing any difficulty with our claims process or have any questions, contact us to chat about how we can support you. Please call us on 1300 553 764, Monday to Friday 8.00am – 6.30pm (Sydney time).  Alternatively, email us anytime at

We're here to help

If you’re unsure whether you can make an insurance claim, speak with your financial adviser. If you do not have a financial adviser, or would prefer to contact us directly, call 1300 553 764 Monday to Friday 8:00am to 6:30pm (Sydney time).

Our Claims Specialists will support you through the entire claim process.

Our claims team are trained and empowered to assess claims promptly and fairly, providing real support and helpful advice during the claim process.

To provide feedback and resolve any concerns contact our Customer Relations team on 132 135, Monday to Friday 8.30am – 5.30pm (Sydney Time).

A target market determination has been made for Protection Plans products. Please visit 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