For our customers at claim time, we are always guided by our spirit of doing the right thing, in the right way, at the right time and with the right people. We want to make a potentially stressful experience as easy as possible. We are here to help people when they need it most.

In processing claims, we promise:

• to not discourage someone from making a claim
• to fulfil our policy obligations and be consistent in how we manage claims and make decisions
• to communicate regularly so our customers understand how we’re managing their claim and how we reach our decision
• to make decisions as promptly as we can and pay accepted claims as soon as we can
• to treat every customer with respect and be sensitive to their needs
• to be fair, objective, and professional in the way we manage their claim

If we’re considering declining a claim, we will always offer you an opportunity to give us any information that might help us to reach a different decision. If we still decline the claim, we will offer you an opportunity for an independent review of our decision.

In addition, in the current situation, we will

• be flexible in our claims assessment process, including how we obtain medical information
• assist with urgent financial need - if you tell us you urgently need the benefits you are covered for under your policy, and provide relevant supporting documents, we will
  a) prioritise our assessment and decision in relation to your claim; and/or
  b) make an advance payment to you to help ease your immediate hardship.

COVID Disability Claims Initiative

We’re proud to support an industry initiative to ensure we don’t disadvantage customers who claim for total and permanent disability (TPD) and who might have lost their job, been stood down or who are working reduced hours as a result of COVID-19.

When assessing TPD claims, the person’s recent working arrangements are relevant, including the number of hours they worked, and whether they were in casual work before their illness or injury happened. Typically, thresholds for what defines total and permanent disability are usually stricter for people who work fewer hours.

This may disadvantage people who have lost their job, been stood down or who are working reduced hours as a result of the current situation. That’s why we’re taking steps to ensure that doesn’t happen.

Our commitment is designed to help existing customers who:

• were working in their normal capacity on 11 March 2020
• have had reduced working hours or lost their job due to COVID-19 since 11 March 2020
• become disabled as a result of an illness or injury between 11 March 2020 and 27 September 2020 inclusive
• have maintained their TPD cover at the time you become totally and permanently disabled, and
• lodge your completed claim form on or before 1 January 2021.

If you meet these criteria , we’ll assess your TPD claim based against the disability definition that would have been applied on your working arrangements as at 11 March 2020 (when the COVID-19 pandemic was declared)

This commitment applies to eligible TPD claims where the disability occurs between 11 March 2020 and 28 September 2020, and the claim form is lodged with us before 1 January 2021.

If you have any questions, please contact your financial adviser, or call us on 13 1056, Monday to Friday, 8am to 6pm (AEST/AEDT).