Learn About How to make a claim with Keep Insurance Co

We hope you never need to make a claim, but if you do everyone will aim to make the process as simple and stress-free as possible.

The Life Insurance Code of Practice sets out obligations that all life insurance providers must abide by. During the claims process, insurers must meet defined timelines and provide certain information to claimants. You can request help if you are in urgent financial hardship or require support to meet the insurers requirements, e.g. providing certain documents, taking medical tests.

The first thing you should do is - check your cover. Your Policy Schedule will show what you are covered for and the PDS should have details of the conditions and limitations on that cover.

If you are claiming on TPD, Trauma or Income Protection cover, you will also need see a doctor. The insurance company will use the doctor's report to help establish the details of the illness or injury you are claiming on.

Support options

Many policies include a Financial Advice Benefit which would allow you to speak to a financial planner who can assist you through the claims process and provide support and guidance to protect your financial future. Check your policy to see if this is included in your cover.

If you have been referred to us by a Financial Adviser we can refer you back to that adviser, so you have continuity of care.

You could also engage a claims advocacy service. They will manage the claims process with the insurer on your behalf. While these services generally charge a fee, having support to manage the process during a time of illness or grief could be invaluable.

The process

Most insurers have a dedicated claims line which you will be able to find on your policy documents. Once you have made your initial claim application, the insurer will assign someone to your case to help you through the process. They will require some paperwork, the nature of which will depend on the type of cover you hold and the cause of the claim; they will advise you of their requirements, but it can include:

Personal - information on the medical situation leading to the claim. This can include:

• Proof of identity. Driver's license, passport etc.
• Power of Attorney - if you are not well enough to deal with the insurer yourself.
• Some information about your work history and education.

Medical - to identify you and ensure any claim is going to the correct beneficiary. This can include:

• They may require an assessment from your provider and occasionally will require an independent assessment.
• Medical records.
• Medicare history report.

Financial - usually required to confirm your income before or during your claim. This can include:

• Pay slips.
• Tax returns.
• Financial statements.

Extra Resources

• Moneysmart - Making a Life Insurance Claim
• Insurer TAL offers a detailed explanation, including the types of documents you may need.
• Insurer AIA offer a detailed FAQ

Moneysmart also offers a tool that allows you to compare how claims are paid by different providers and sales channels, direct from an insurer, through an adviser or through your Super Fund.

Your claim will need to be lodged with the Insurance Company. We can support you with this initial lodgement through capturing some high-level details, either through our online form or with a quick phone call - both of which can be arranged through the Members area.

The insurer will usually allocate a Claims representative to help you through the process.

The first step is to check your cover. Your Policy Schedule will show what you are covered for and the PDS should have details of the conditions and limitations on that cover.

We can refer you to an adviser for support. Many Life Insurance products have a financial advice benefit built in.

If you have been referred to us by a Financial Adviser we can refer you back to that adviser, so you have continuity of care.

We can help you engage a claims advocacy service, simply let us know through the website contact us page

As a light touch provider we don't offer a full claim support service as you might have with a financial adviser. However, we will help support your initial claim lodgement and referral for additional support, if that is something you want. The insurer will usually allocate a Claims representative to help you through the process.

The Claims hotline for your insurer will be available in your account area under "Make a Claim".