How to make an insurance claim

• FirstChoice members can call or email us to start your claim. You can also download claim forms online.
  
• FirstWrap members can call us or contact your financial adviser to start your claim.
  
• Essential Super members will need to follow the steps on Commonwealth Bank's claims page.
• Our representatives will spend some time discussing your situation, explain how your claim will be assessed and what information you need to provide.
• You’ll be sent a claims kit, generally by email or post, within 48 hours. This pack will include a letter explaining the next steps and relevant claim forms.

• You can return your claim forms by email or post to the address on the forms. They may request more information from you to progress your claim.
  
• FirstChoice members can also log in to FirstNet and submit your completed form via e-Post.

You’ll be assigned a dedicated claims assessor by the insurer, who will get in contact with you once they've reviewed your claims information, and will be your main point of contact.

• For accepted salary continuance or income protection claims, you’ll be paid as quickly as possible after the waiting period has expired.
  
• For accepted total and permanent disablement, death and terminal illness claims, the payment will be credited to your super account. You’ll need to meet the condition of release for the funds to be paid to you. This can take a few months depending on your circumstances.
  
• As the Trustee, we’ll review all claims that are declined by the insurer. This makes sure they have been correctly assessed and that the claim decision is fair and reasonable. Here’s more information on the role of the insurer and trustee.