Making an insurance claim

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 >