Making a claim

We want to do as much as we can to help you at this difficult time.

While we'll process your claim as quickly and efficiently as possible, it's important for you to be aware of administrative requirements surrounding the policy.

When you make a claim we send out a claim form and brochure. These outline the process requirements and some important terms and conditions of the policy or benefit that is being claimed.

We have claims brochures covering:

• Income Protection,
• Business Expenses,
• Total and Permanent Disablement,
• Critical Illness, and
• Financial Planning (this is sent when a Lump Sum claim of more than $100,000 is paid).

MLC's claims process:

We've produced a guide to the claims process (PDF, 255KB) to give you an overview of the steps involved with lodging claim, as well as what you can expect from us and what we expect from you.

Click for pdf

For policies arranged through the NAB Financial Planning and Victoria / Tasmanian advisers call:

Melbourne MLC Claims Hotline
1300 857 113

For all other business call:

Sydney MLC Claims Hotline
1300 135 241

At MLC, we've been providing Australians with insurance protection for over 120 years. And during that time, we've been able to support thousands of people during their time of need. Here are some of their stories.

View Elizabeth's story: An MLC customer shares her story of facing, and overcoming, serious illness.

View Mike's story: An MLC customer shares his experience of taking on a life-threatening condition.

• "MLC has been superb."
• "Delighted with service from MLC and adviser."
• "The support has saved my life."

"MLC has been superb."

"There's a lovely quote I once read from someone who said I don't get out insurance because the insurance is worth it, I get out insurance because I'm worth it!

I've found the financial side of dealing with MLC has been superb. The pleasant surprises I've had regarding my claim have been great. But over and above, it's been the personal approach. I've been dealing with a real person, Linda, who contacted me. Her name has been on the letters and the faxes and she's got on the phone to us whenever there's been an issue and we get to contact her personally and that personal touch is great.

I'd had my policy for 14 years and only made one claim in that time, and that was 10 years earlier. I was sick for four weeks so I got payments for two of those four weeks and that was it. Nothing for 10 years.

And they said because you've not had a claim for more than six years, we're going to pay you an extra 25% on your benefit. An extra 25%! Now I think I was expecting just under $1,000 a week, $971 actually if I remember right. And so now they're telling me they're going to pay an extra 25%. And this just seemed amazing. And my wife said "Is this right, is this right?" Linda then said "Yes, but wait there's more".

Well we thought; "Here comes the catch". But that's when she said because of the level of cancer I had, they will actually pay double benefits for up to six months and they'll pay the 25% no claim bonus on the double part as well as the original part.

Thankfully my heart was working well, because otherwise I would have had a heart attack!"

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"Delighted with service from MLC and adviser."

Margaret*, a 35-year-old client, took out a policy four years ago for $250,000 Life Cover with Critical Illness extension of $100,000. Earlier this year, MLC received a claim for breast cancer. The client's claim was dealt with very quickly. Within two days of receipt of the claim form, a cheque for $109,390 was sent to the client by Express Post. The client contacted us the day after to acknowledge receipt of the cheque and to thank us for the speedy response to the claim.

John*, a self-employed barrister, took out a Personal Protection Portfolio policy with Critical Illness, Income Protection and Business Expenses covers in March 2003. John was diagnosed with malignant bowel/colon cancer.

He submitted a claim form on each of the covers on 14 August 2006. The claims assessor began assessing the claim immediately and John's Critical Illness benefit of $328,000 was paid within three days of receipt. The Income Protection and Business Expenses claims were assessed simultaneously and forms were sent to John for these whilst the Critical Illness claim was being assessed. The benefits of $11,000 per month for Income Protection and $4,000 per month for Business Expenses cover were subsequently paid from August 2006.

John was delighted with the service from both MLC and his adviser, as well as with the speedy payment, and he vowed to recommend MLC and his adviser to his friends and colleagues.

James* is 52-year-old builder designer who claimed on his Income Protection Standard policy due to suffering from Acute Myeloid Leukaemia.

The policy was taken out in October 2006 and James was diagnosed with his condition in March 2007; he stopped work at this time. Because he was unable to concentrate or deal with any stressful situations, due to fatigue and inability to focus as a result of his chemotherapy treatment, James was unable to continue to work.

Financial documents were requested from James when the claim form was sent. As he provided the required financial documentation and also pathology reports which confirmed the diagnosis, MLC was able to fully assess and accept the claim upon receipt of the initial claim form.

James' response to the treatment has been good and he has been able to return to part-time work from the middle of July 2007 even though he continues to undergo chemotherapy treatment. We were pleased to be able to assist with James' claims and continue to pay a partial disability claim to assist him in his efforts in returning to work.

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"The support has saved my life."

"I want to say a big thank you to MLC, not just for surprising me with unexpected bonus payments on my policy ... more importantly, it's the way we've been treated. The quick response, the personal phone calls, you have been wonderful."

"In my work as a doctor, I often see patients involved with insurance cases, and I have been pleased that my case had little of the troubles my patients seem to encounter with other insurers."

"Thank you for all your support and help you have given me while I have been unwell. It is fabulous being back in full-time work and I have MLC to thank for putting me through IT training. You really have saved my life."

"I would like to thank you and MLC for giving me the opportunity to study and for helping me get over this difficult time in my life. I really believe that the support MLC has given me saved my life, quite literally!"
 

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Paying a claim in a prompt and efficient manner is what sets insurance companies apart.

Our mission is to pay legitimate claims when they're rightfully due and to treat all policy owners and claimants with respect and compassion, while acting in a professional manner.

When you make a claim, we understand it's a time of need. The fulfillment of our contractual promises is not only in providing protection, but also in prompt assessment and payment of claims.

We aim to make the claims process simple and convenient for policy owners and treat all beneficiaries with respect and sympathy.

We are committed to open and transparent communication.

We act ethically and observe the principles of privacy and confidentiality.