Make a claim

We understand that making a claim can be a challenging time for you and your family. Here is some information to guide and support you through this process.

What will happen when you lodge a claim

Here is what you can expect when you lodge a claim:

We’ve put together step-by-step guidelines to help you through each stage of your claim:       

Get in touch with us as soon as possible

To initiate your claim, contact us as soon as possible. We'll explain what you need to do and what will happen next. You can get in touch with us in one of the following ways:

Portal

If you are registered to the portal, you can lodge your claim by logging into the My Resolution Life portal. 
Here is a step-by-step guide on how you can lodge your claim using our portal.
If you would like to register to our portal, it is easy – simply follow the steps.

Website

Notify us using our claims notification service

Call us

Call us 133 731 

Tell us about your situation

Everyone's situation is unique. When you contact us, our specialists will ask you to explain your situation and may request information or documentation to initiate your claim.

If you initiate your claim online, our claims team will contact you to ask you for information or documentation specific to your situation. 

Provide information to support your claim 

We will request information that is reasonably necessary for the assessment of your claim. 

Typically, the information we request is specific to your claim. This may include your medical history, financial, occupational, and functional information. If the information needs to come from someone else, we will ask for your consent to collect this information about you.

Our claims team specialist will explain why we need the information and how you can provide it when they speak with you. 

Where the claim is being paid as a regular payment and not paid as a lump sum, we will continue to work with you and let you know of any additional requirements, so that the payment of the claim can continue. 

We allocate a case manager

We will allocate a case manager who will help you through the process.

We assess your claim

We will assess your claim for ongoing benefit payments within (and up to) 2 months after receiving all the information we need to assess the claim. For lump sum benefits, payment may take up to 6 months to finalise, after receiving all required information.

We will keep you informed along the way.

We let you know the outcome of the claim

Based on your situation and your product we'll let you know the outcome of your claim via phone and in writing.

Where a death benefit is payable under a super plan, we'll pay the sum insured to the Trustee.

-    If this is ETSL, the proceeds of the plan will be paid to one or more of your dependants or to your legal personal representative.
-    If this is a trustee of an SMSF or small APRA Super Fund, this will be managed as per the trust deed.

For any other claim under a super plan, the Trustee will need to be satisfied that you've met the condition of release before making any payment to you.

If your claim is not death related, your case manager and recovery specialist will discuss recovery options with you and, if appropriate, develop a tailored recovery plan.

Did you know?

The Australian Death Notification Service (ADNS) from the Registry of Births, Deaths and Marriages NSW provides the ability for people to notify multiple institutions of a death, via a single secure online environment. This service is provided by the department in NSW and covers all states and territories and is delivered in conjunction with the NSW Department of Customer Service. Please visit Australian Death Notification Service if required.

Who should make the claim?

You should make the claim if you’re covered for:

-    TPD (Total and Permanent Disablement)
-    Terminal illness
-    Trauma cover
-    Income Protection
-    Your nominated beneficiary (usually a family member) can claim your life cover (death benefit) if you pass away.