Insurance in Superannuation Voluntary Code of Practice

Trustee’s claims philosophy

  • We understand that claim time can be difficult. We will treat you with compassion and respect.
  • We will make the claims process as straight-forward as possible for you and we will not discourage you from making a claim.
  • We will oversee the claims process, and help you to navigate the process.
  • We will be responsible for overseeing the conduct of the insurer and any service provider we engage in the claims process, in line with the standards in the Voluntary Code.
  • We will proactively engage with other parties in the claims process, such as any representative that you engage, to minimise delays and remove unnecessary duplication from the process.
  • We will hold the insurer to their commitments under the Life Insurance Code of Practice, including expected standards of service.
  • We will work together with the insurer to provide a consistent and efficient process for you, and as Trustee we will meet the requirements and service standards set out in the Voluntary Code.
  • We will review any adverse claim decisions of the insurer independently and will advocate on your behalf if your claim has a reasonable prospect of success.