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Providing full details to the insurer when making a life insurance claim, including supporting documents, will ensure that the claim is processed as quickly as possible. It will also maximise the chance of a successful claim outcome during what is likely to be, by definition, a difficult period for the insured and their family. Information is provided below on the avenues available to life insurance policyholders if they are unhappy with the claim outcome.

Contact the insurer as soon as possible

In the event that you need to make a claim on your life insurance policy, contact the insurer as soon as possible. Notifying the insurer will mean that they can commence processing the claim, and the insurer will also able to provide you with information on their claims process including any supporting documents they may require. In addition to this, the insurer will be able to mail you a claim form or direct you to where you can download a claim form from their website.

If your life insurance policy was initially arranged through a financial adviser, it may be worth contacting that adviser for assistance with your claim. Financial advisers will have experience with the life insurance claims process, and may have contacts at the insurance company to help expedite your claim.

Provide full details and supporting documents

When notifying the life insurance company, it is important to be completely honest and provide full details relating to the claim, as well as supporting documents like medical certificates, death certificates etc. Failure to provide information honestly could result in a delay in finalising and paying your claim.

Your rights if your claim is rejected

It is required by ASIC that Australian life insurance companies hold an Australian Financial Services License and provide individuals with a copy of their Financial Services Guide. In the event that your claim is rejected, the Financial Services Guide will outline the dispute resolution process of the insurer. Typically this will involve the right to request that the insurer review your claim.

If the insurer has reviewed your claim and you are still unhappy with the outcome, it is also possible to refer the matter to the Financial Ombudsman Service. The Financial Ombudsman Service provides independent dispute resolution between consumers and financial service providers (including life insurance companies).

This webpage is intended to provide general information to assist individuals who are making a life insurance claim. For further information, please contact your insurer or financial adviser.