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Making a claim

Improved claims service from 1 May 2022
Claim with ease and support

We’re here to make sure your claims experience is supportive, flexible and runs as smoothly and quickly as possible.

Start by calling us on 132 652 and we’ll help you choose a way to claim that suits your needs.

We’ll ask you a few questions to assist you in choosing the best way to make a claim. Remember to have your super account details handy.

There are three ways to make a claim

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1. Online

Making it easier to make and track your claim
Our secure online claim experience is available to most members and is easy to access via your smartphone, tablet or computer. It guides you through the process from start to finish; whether it’s uploading documents, answering questions, explaining next steps, or accessing the complimentary wellness and recovery support programs.

Answer questions relevant to your claim only
Avoid the paperwork – you’ll only need to answer questions essential to your claim.

Save and come back later
Complete your claim application at your own pace.

Know where your claim is up to
Keep up to date with the progress of your claim.

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2. Over the phone

Dedicated experts, personalised care
If you need extra support, we can put you in touch with a dedicated specialist claims consultant to make your claim. They’ll ask you some questions and explain what information we need from you to make a claim.

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3. By post or email

If you prefer to make a claim by post or email, call us and we can send you the claim form to complete and return to us by post or email.

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Additional support - complimentary wellness and recovery support programs

It’s important that you are supported when you need it most. You’ll have access to the complimentary MLC Enhance program and additional wellness services. Just ask our team about the program and they’ll help you.

Find out more

We understand

Our Claims Philosophy

We adopt a professional, compassionate and positive approach to claims management and actively seek to keep members at the heart of everything we do. We acknowledge that each claim is unique and must be dealt with on its own merits and we’re committed to being easy to deal with and providing outcomes to our members in a timely manner.

  • We’ll communicate the process clearly;
  • We at all times treat our claimants, members and their beneficiaries with the utmost respect and empathy;
  • We’ll pursue claims with the Insurer on the member’s behalf that we consider both reasonable and to have a reasonable prospect of success; and
  • We’ll make prompt payments on successful claims.
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A happy family in a meadow.

If you need help

With the claims journey, understanding what’s required of you, completing claim forms or providing requested claim information, we’ll work with you and the Insurer to find a solution. You can appoint a representative to act on your behalf during the claims process.

We’re also here to help if you need interpreting or hearing support services.

The insurance claim process

Our insurance claims process typically has six key steps and there are roles for us, the insurer and you.

1

You make a claim

2

We check your eligibility

3

We submit your claim

4

Your claim is assessed

5

The decision is reviewed

6

An outcome is provided

What happens next?

If you made a claim online, you’ll be able to see how it’s progressing via your smart phone, tablet or computer. Alternatively, if you made a claim over the phone or by post or email, a dedicated claims consultant will keep you up to date with its progress and the outcome.

For more information

MLC MasterKey Business Super and MLC MasterKey Personal Super members

You can find your Claims guide here:

MLC MasterKey Super Fundamentals members


You can find your Claims guide here:

MLC Wrap Super Series 2



Your adviser can help you with your insurance cover needs.