What is our claims philosophy and the claims philosophy of our insurer?

What is our claims philosophy?

The Trustee’s claim philosophy is to ensure that all valid claims are paid as soon as possible.

The Trustee seeks to ensure:

• Claims are assessed within reasonable timeframes and updates provided on a regular basis. 
• The claims process is as straightforward and easy to understand as possible, including member communications.
• Claims declined by the Insurer are carefully reviewed and challenged where it:
  • does not appear fair and reasonable; and
  • appears inconsistent with the policy intent or the claim has been declined on overly technical grounds.
• All members are treated with compassion and empathy
  • the Trustee recognises that the submission of a claim means the member must be undergoing a challenging time; and
  • appreciates some members are particularly vulnerable and the Trustee will make allowances where appropriate.

To give effect to the Trustee claims philosophy, we are careful to arrange insurance with a reputable insurer whose claims philosophy aligns with that of the Trustee.

Management will work closely with the Insurer to ensure:

• Successful claimants receive their entitlement in full, and
• medical and other appointments, as well as documentation, are only required when necessary.

Tell me more on making an insurance claim

What is our insurer`s (AIA) claims philosophy?

The insurers claims philosophy is based on us (CFS) as their client.

Our claims philosophy is simple; helping people when they need it most. We make sure every claim that should be paid is paid promptly and we always treat your customers with empathy, respect and care.

We also understand that everyone has different needs and your customers health and wellbeing goes beyond payments. That’s why we offer supported return to work, work-readiness and wellbeing programs that are evidence-based and results driven, at the right time for your customers.