Making an insurance claim

Get the support you need when the unexpected happens.

With you every step

If you find yourself in a situation where you need to make an insurance claim, we understand you’re already going through a challenging time. Our goal is to make the claims process as easy as possible for you and your loved ones. We’re here to provide you with support every step of the way.

Getting started

There are typically six key steps involved in making a claim. 

1. Contact us 

Please contact us at the earliest possible time to let us know you need to make a claim. We’ll assign one of our representatives to guide you through the claims process – this representative will stay with you right up until the end of the process. 

Call our Helpline on 1300 008 605 - Monday to Friday, 8am-7pm (AEST/AEDT)

2. Providing us your details 

We’ll ask you for some details about yourself or the member, such as full name, contact details and member number, to help us determine whether the insurance cover was in force at the date of event.

If you're calling on behalf of a member, please note the member will need to provide their authorisation before we can go ahead with the claims process. To act on behalf of a member, a valid third party authority is required. Details we'll need in the third party authority must include: 

  • The member's name
  • Member number
  • Date of birth
  • Full address
  • Where applicable (such a Total and Permanent Disablement, Income Protection, or Terminal Illness claim), the member's dated signature.    

For a Death claim, our representative will let you know what other details we'll need. 

If the plan’s insurer is AIA and you’re the nominated authorised representative acting on behalf of the insured member, you can initiate a claim using the Third Party Claim Initiation form. If we need anything else, we'll let you know.

3. Getting the right claims pack

We’ll ask you a few questions to ensure you’re provided with the correct claims pack, which will be sent to you via email or postal mail.

This pack will include the necessary forms that’ll enable Mercer Super to process and pay the benefit to you or your beneficiaries. To comply with superannuation law, it’s important to meet a condition of release (for example, permanent incapacity). This will help us access and pay the claim if accepted by the insurer. 

If the plan's insurer is AIA, you may be eligible to lodge your claim via the AIA eClaims portal. If you're eligible, you'll receive the portal link by email. The AIA eClaims portal enables you to access, complete, and lodge insurer forms online. If you're the nominated authorised representative. you'll need to fill out a Third Party Claims Initiation form.  

4. Assessing the claim

We work with all relevant parties throughout the claim process. For a Death claim (or Terminal Illness claim), we may need to seek further information from potential beneficiaries and authorised representatives to assess the claim.

5. Ensuring fairness and transparency

We review the insurer's assessment of your claim and request more information from the insurer if we’re not comfortable with the decision. In some cases, we may challenge the decision on your behalf and support your claim by asking for more information.

Our role is to ensure fairness and transparency in the assessment process, as well as provide clear explanations for the outcome.

6. Confirming the outcome of your claim

We’ll contact you with the outcome of your claim and discuss the next steps with you.

Finding more information  

If you’d like to understand the claims process in more detail and have more of your questions answered, choose one of the downloadable claim guides below:

Making a TPD claim

A lump sum benefit if you’re permanently unable to work again due to an injury or illness. 
Download the guide >

Making an Income Protection claim

A monthly benefit to supplement your income for a period of time while you recover from an illness or injury.  
Download the guide >

Applying for a Death or Terminal Illness claim

A lump sum payment for loved ones if the insured member passes away. If you’re diagnosed with a terminal illness you can apply for this lump sum payment early. 
Download the guide >



Extra support

Lifeline (24 hours) 13 11 14: Lifeline is a free-of-charge confidential crises support service providing anyone experiencing personal difficulties with access to 24-hour support via telephone or online chat. 

Griefline 1300 845 745Griefline supports anyone experiencing grief, providing access to free telephone counselling and support.


Call our claims consultants on 
1300 008 605
Monday to Friday, 8am-7pm (AEST/AEDT)


Download the guides for more information:

Need more help?

Have questions about Mercer Super or need more information? We've got you covered. 

Member Online Support

Member Online support

Log in to your account for more information or to submit an online enquiry.

Contact Our Helpline

Contact our Helpline

Visit the member support page or call 1300 008 605, Monday to Friday, 8am-7pm (AEST/ AEDT).


Disclaimer: This content is issued by Mercer Superannuation (Australia) Limited ABN 79 004 717 533, Australian Financial Services Licence #235906, the trustee of the Mercer Super Trust ABN 19 905 422 981 (‘Mercer Super’). Any advice provided is of a general nature and does not take into account your objectives, financial situation or needs. Before acting on any advice, please consider the Product Disclosure Statement available at The product Target Market Determination can be found at Please seek professional advice from a licensed, or appropriately authorised financial adviser if you are unsure of what action to take. The information on this website is based on current laws, including tax laws, which are subject to change. You should obtain your own tax advice. Past performance is not a reliable indicator of future performance. The material contained on this website is based on information received in good faith from sources within the market and on our understanding of legislation which we believe to be accurate.  'MERCER’ is an Australian registered trademark of Mercer (Australia) Pty Ltd ABN 32 005 315 917. Copyright ©2024 Mercer LLC. All rights reserved.