Making a Claim

We aim to make the claims process as quick and simple as possible.

Making a Claim

We aim to make the claims process as quick and simple as possible.

If you need to make a claim, it’s important that you tell us as soon as you can so our team can work with you to start the claim process.

Death

If your loved one has passed away and they are a Suncorp
super member, you may be eligible to claim part or all of their super death benefit. 

The benefit will include the member’s account balance and, if applicable, life insurance amount. The benefit will be paid as a lump sum or pension to the member’s eligible dependants and/or their estate, depending on their circumstances. 


 

Terminal Illness

If you’ve been diagnosed with a terminal medical condition as defined in the superannuation law, which is likely to result in your death within 24 months, you may be eligible to claim your super benefit. 

If eligible, your benefit will be paid directly to you as a lump
sum and will include your account balance and, if applicable, terminal illness insurance benefit. If you have life insurance cover and are terminally ill as defined in the relevant insurance policy, your insurance benefit is an early payment of your death benefit.

Total & Permanent Disablement

If you cease working because of an illness or injury, meet the relevant policy definition and have been certified as
permanently incapacitated (as defined in superannuation law) and unable to return to work, you may be eligible to claim your super benefit. 

If eligible, your benefit will be paid directly to you and will include your account balance and, if applicable, any total and permanent disability (TPD) insurance benefit if you meet the definition of TPD in the policy.

 

 

Income Protection

If you’re a member of Suncorp Brighter Super and have Income Protection cover, you may be eligible to claim this benefit if you are unable to work for an extended time due to illness or injury.

If eligible, you’ll receive ongoing monthly benefits paid directly
to you. 

You must meet the insurance policy definition of ‘totally 
disabled’ or ‘partially disabled’ for the duration of your ‘waiting period’ and be temporarily incapacitated as defined in superannuation law to be entitled to this benefit. No benefits are payable during your 'waiting period'.

 

You can find more information on these definitions, concepts and instances when we may not pay a claim, in the Product Guides for Suncorp Brighter Super or Everyday Super.

If you need to make a claim, it’s important that you tell us as soon as you can so our team can work with you to start the claim process.

Death

If your loved one has passed away and they are a Suncorp super member, you may be eligible to claim part or all of their super death benefit. 

The benefit will include the member’s account balance and, if applicable, life insurance amount. The benefit will be paid as a lump sum or pension to the member’s eligible dependants and/or their estate, depending on their circumstances. 

Terminal Illness

If you’ve been diagnosed with a terminal medical condition as defined in the superannuation law, which is likely to result in your death within 24 months, you may be eligible to claim your super benefit. 

If eligible, your benefit will be paid directly to you as a lump sum and will include your account balance and, if applicable, terminal illness insurance benefit. If you have life insurance cover and are terminally ill as defined in the relevant insurancem policy, your insurance benefit is an early payment of your death benefit.

Total & Permanent Disablement

If you cease working because of an illness or injury, meet the relevant policy definition and have been certified as permanently incapacitated (as defined in superannuation law) and unable to return to work, you may be eligible to claim your super benefit. 

If eligible, your benefit will be paid directly to you and will include your account balance and, if applicable, any total and permanent disability (TPD) insurance benefit if you meet the definition of TPD in the policy.

Income Protection

If you’re a member of Suncorp Brighter Super and have Income Protection cover, you may be eligible to claim this benefit if you are unable to work for an extended time due to illness or injury.

If eligible, you’ll receive ongoing monthly benefits paid directly to you. 

You must meet the insurance policy definition of ‘totally disabled’ or ‘partially disabled’ for the duration of your ‘waiting period’ and be temporarily incapacitated as defined in superannuation law to be entitled to this benefit. No benefits are payable during your 'waiting period'.

You can find more information on these definitions, concepts and instances when we may not pay a claim, in the Product Guides for Suncorp Brighter Super or Everyday Super.

The claims process

As each claim and person’s circumstances are different, we’ll need information from you to help us assess your claim. You’ll have a dedicated claims case manager to help you understand what information you need to provide and support you through the process. The time it takes to assess a claim can vary depending on circumstances such as the type of claim, the nature of your illness or injury, and the need to gather information from third parties like your treating doctor. However, we aim to make the claims process as quick and simple as possible.

The claims process may differ depending on the type of claim you make however, typically it will follow the below steps:
 

1. Tell us

If you need to make a claim you can call us on:

Suncorp Brighter Super – 13 11 55

Everyday Super – 1800 191 517

We will need to ask you some questions, so it’s a good idea to have information handy such as your Client ID, details of your illness or injury and your employment details.

2. Gather information

We will send you the forms you need to complete to commence your claim. 

Depending on the type of claim you may need forms completed by your doctor and employer. The claims pack will include a list of the forms and information you need to provide us. 

Once you have gathered all the information, you can send this to:

Suncorp Claims Team
GPO Box 2585
BRISBANE QLD 4001

3. Claim lodgement

Once we’ve received your completed information and confirmed you have relevant insurance cover in place on the date of the claimed event, we’ll review your eligibility and lodge the claim with the insurer for assessment.
If we need more information from you, your claims case manager will let you know.

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4. Insurer assessment

The insurer will review the information you provide and assess if you’re eligible for an insurance benefit.
If we need more information from you, your claims case manager will let you know.

5. Review

Once the insurer has completed their assessment of your claim, they will tell us the outcome. We will then review their assessment and decision to ensure it is fair and reasonable and the right outcome has been reached. 
If we need more information from you, your claims case manager will let you know.

6. Decision

Once we have completed our review, we’ll let you know the outcome and what happens next. 
If you’re eligible, we’ll proceed with payment of your claim. 

If you are not eligible, we’ll let you know the reasons why and what next steps you can take.

Insurance Claims Philosophy

We know that claim time is the moment you need us the most. It's when the cover in your superannuation account could make a real difference to you or your loved ones.

When a claim is made, it can be a very sad or challenging time for you, your family or your beneficiaries. We endeavour to make our claims process as easy as possible, so it is one less difficulty at an already difficult time.
 

Our claims team

  • We are real people who want to help you with your claim, and we do care about your experience with us.
  • We believe that our people make the difference at claim time – friendly, helpful and professional.



When you make a claim

  • We give you information to help you understand what we need to help you make a claim.
  • We assign you a Claims Advisor to explain the process in a simple and clear manner. Your Claims Advisor will be your dedicated contact for any questions throughout the claims process.
  • We recognise that your circumstances are unique so we will be understanding and empathetic in our engagement with you. 

Working with you

  • We’ll let you know if we need more information and only ask for what is needed to assess the claim.
  • We’ll aim to keep you informed about what is happening and the progress of your claim.
  • We’ll aim to contact you regularly to follow up on missing information so that we can assess your claim as quickly as possible.
  • We are flexible in how you would like us to communicate with you.

Reviewing our decisions

There are times when our insurer may decide to not pay a claim.
We’ll usually review the insurer’s decision within 15 business days
and update you on the outcome and final decision.

We also recognise that at times, you may object to our decision. We are generally required to review an objection promptly, within 45 days.

Objecting or making a complaint

If you are unhappy with a decision we make or a service we provide,
you can lodge a complaint with us. Please refer to the relevant
Product Disclosure Statement for the current complaints process or call us on 13 11 55

Insurance Claims Philosophy

We know that claim time is the moment you need us the most. It's when the cover in your superannuation account could make a real difference to you or your loved ones.

When a claim is made, it can be a very sad or challenging time for you, your family or your beneficiaries. We endeavour to make our claims process as easy as possible, so it is one less difficulty at an already difficult time.

 

Our claims team

  • We are real people who want to help you with your claim, and we do care about your experience with us.
  • We believe that our people make the difference at claim time – friendly, helpful and professional.

When you make a claim

  • We give you information to help you understand what we need to help you make a claim.
  • We assign you a Claims Advisor to explain the process in a simple and clear manner. Your Claims Advisor will be your dedicated contact for any questions throughout the claims process.
  • We recognise that your circumstances are unique so we will be understanding and empathetic in our engagement with you. 

Working with you

  • We’ll let you know if we need more information and only ask for what is needed to assess the claim.
  • We’ll aim to keep you informed about what is happening and the progress of your claim.
  • We’ll aim to contact you regularly to follow up on missing information so that we can assess your claim as quickly as possible.
  • We are flexible in how you would like us to communicate with you.

Reviewing our decisions

There are times when our insurer may decide to not pay a claim.
We’ll usually review the insurer’s decision within 15 business days
and update you on the outcome and final decision.

We also recognise that at times, you may object to our decision. We are generally required to review an objection promptly, within 45 days.
 

Objecting or making a complaint

If you are unhappy with a decision we make or a service we provide,
you can lodge a complaint with us. Please refer to the relevant
Product Disclosure Statement for the current complaints process or call us on 13 11 55

Things you should know

Insurance cover offered through Suncorp Super products is provided by insurers who are not part of the LGIAsuper Group.