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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.
We are committed to helping you through this journey. While lodging a claim, if you ask or we identify that you need extra support to access our products or services due to vulnerability, we will work with you to find a suitable, sensitive, and compassionate option.
Here are some additional ways we can support you and take extra care of you if you’re vulnerable. This can be due to age, a disability, injury, a mental health condition, physical health condition, language barriers, literacy barriers, cultural background, remote location, Aboriginal or Torres Strait Islander status, family violence, suicidality or suicidal behaviours or financial distress.
Interpreting services
We provide a free interpreter service to help you communicate with us if you need it. Please contact us to arrange.
Hearing impairment
We support the use of the National Relay Service (NRS). This is a free, confidential service provided by the Australian Government and can help if you’re deaf or find it hard to hear or speak to people on the phone.
Financial hardship
If you're having trouble with your financial commitments, please call your Case Manager to talk about the options that may be available to you.
Other ways to get help
Discussing medical conditions or other vulnerabilities can be confronting, uncomfortable and upsetting. In addition to speaking with us, these organisations may be able to provide you with further assistance.
What you need to know
Any advice on this website is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), and is general advice and does not take into account your objectives, financial situation or needs. Before acting on this advice, you should consider the appropriateness of the advice having regard to your objectives, financial situation and needs, as well as the relevant product disclosure statement and/or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision on whether to acquire, or continue to hold, the product.
The Target Market Determinations (TMDs) for our financial products (where applicable) can be found at Target Market Determinations (TMDs). The TMDs describe the key features and attributes of an applicable product that affect whether it is likely to be consistent with the objectives, financial situation and needs of consumers in the target market.
Resolution Life is part of the Resolution Life Group and can be contacted via contact us or by calling the phone number mentioned above.
