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 providerwe 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.