We’re here for you every step of the way
Making an insurance claim can be a challenging process, especially during difficult times. At Mercer Super you’re not alone, we’re here to support you every step of the way.
How to make a claim
To start a claim, call our dedicated Claims team on 1300 008 605, Monday to Friday, 9am-5pm (AEDT/AEST).
You’ll then be assigned a dedicated Case Manager who will guide you through the necessary steps and documentation required for your claim.
Types of claims
Each type of claim has a different process. For more details about what’s involved, the process and timeframes, please select the relevant guide and/or frequently asked questions (FAQs) below.
Insurer claims philosophy
For most members in the Mercer Super Trust, your plan’s insurance is provided through a group insurance policy with AIA Australia Limited ABN 79 004 837 861 AFSL 230043 (AIA Australia). Learn more on the AIA Australia website.
To find out which insurer covers your plan, refer to your Insurance Booklet in Member Online.
For plans not insured by AIA Australia:
- TAL claims philosophy
- Resolution Life claims philosophy
- Zurich claims philosophy
- Hannover claims philosophy
A death claim
Provides a lump sum payment to beneficiaries if a member passes away.
A Terminal Illness claim
Provides a lump sum payment if you’re diagnosed with a terminal illness.
A Total and Permanent Disablement claim
Provides a lump sum payment if you become totally and permanently disabled.
- Claiming Total and Permanent Disablement (TPD) insurance guide
- Claiming Total and Permanent Disablement (TPD) insurance FAQs
An Income Protection claim
A monthly benefit to supplement your income for a period of time while you recover from an illness or injury.
If you need accessibility support
- Interpreter services – If English isn’t your first language, we can arrange for an interpreter through Translating and Interpreting Services (TIS) National. Simply ask our Helpline team for an interpreter when you contact us.
- Accessibility support – We offer support for anyone with a hearing or speech impairment through the National Relay Service (NRS). To use the NRS, call 1800 555 660 or register online via www.accesshub.gov.au/about-the-nrs.
NRS Chat users, connect to the NRS then ask for 1800 682 525.
TTY users, phone 133 677 then request 1800 682 525.
Voice Relay users, phone 1300 555 727 then ask for 1800 682 525.
Accessing your super early
If you’re facing financial hardship or have specific circumstances that enable you to access your super early, you may be eligible to do so.
Simple advice at no extra cost
As a Mercer Super member you can get limited personalised advice over the phone about your Mercer Super account - at no additional cost.
Extra support
Lifeline (24 hours) 13 11 14: Lifeline is a free-of-charge confidential crisis support service providing anyone experiencing personal difficulties with access to 24-hour support via telephone or online chat.
Griefline 1300 845 745: Griefline supports anyone experiencing grief, providing access to free telephone counselling and support.
Need more help? We’ve got you covered.
Have questions about Mercer Super or need more information about becoming a member? We’d love to hear from you.
Member Online support
Log in to your account for more information or to submit an online enquiry.
Contact our Helpline
Visit the member support page or call 1800 682 525, Monday to Friday, 8am-7pm (AEST/ AEDT).
Disclaimer: This document has been prepared and sent on behalf of Mercer Superannuation (Australia) Limited (‘Mercer Super’), ABN 79 004 717 533, Australian Financial Services Licence #235906, the trustee of the Mercer Super Trust ABN 19 905 422 981. Any advice contained in this document is of a general nature only, and does not take into account the personal needs and circumstances of any particular individual. Prior to acting on any information contained in this document, you need to take into account your own financial circumstances. Please consider the Product Disclosure Statement, Product Guide, Insurance Guide, and Financial Services Guide before making a decision about the product, or seek professional advice from a licensed, or appropriately authorised financial adviser if you are unsure of what action to take. 'MERCER' is a registered trademark of Mercer (Australia) Pty Ltd ABN 32 005 315 917. The material contained in this document is based on information received in good faith from sources within the market and on our understanding of legislation and government press releases at the date of publication which we believe to be reliable and accurate. Neither Mercer nor any of its related parties accepts any responsibility for any inaccuracy.
Mercer financial advisers are authorised representatives of Mercer Financial Advice (Australia) Pty Ltd (MFAAPL) ABN 76 153 168 293, Australian Financial Services Licence #411766. The trustee has appointed MFAAPL to provide financial advice services for members of the Mercer Super Trust.