How to claim a Death benefit

If the worst has happened and you need to claim a Death benefit for a GuildSuper member an Insurance Customer Care helpline consultant can help you.

Here are the steps you can take to help make the process of making a claim, a little easier.

Step 1

In the first instance, you should call the GuildSuper helpline team on 1300 361 477 Monday to Friday, 8am to 7pm, Eastern Standard Time to tell them you want to make a claim.

You may be directed through to a GuildSuper insurance consultant who will assist you in determining what you may be able to claim for.

They will ask you a few questions to find out more about your relationship with the deceased, and who has responsibility for handling the estate. 

Step 2

Following your conversation, the consultant will email or post you the claim forms to complete.

Step 3

Once you’ve completed the forms, please post them to:

GuildSuper Insurance Customer Care, GPO Box 4303 Melbourne, Victoria 3001

Ensure you include any other documents requested such as a Certified Copy of the deceased’s Death Certificate, Birth Certificate, Marriage Certificate (if applicable) and Will. We may also need identification documents from yourself depending on your role in the claim process. Please don’t send original copies.

Remember to make a copy for your own records.

The assessment of the claim will start once GuildSuper has received documents from all relevant parties.

Step 4

We’ll forward your documents to our insurer, MetLife, who may take up to four weeks to complete their initial assessment of your claim, depending on the complexity of it. We’ll keep you updated along the way and a GuildSuper insurance consultant may contact you if more information is required. The claims assessor from MetLife may also call to ask some questions.

What if the claim is delayed by a party who isn’t contactable, or refusing to participate?
The claim assessment process can’t be completed until the insurer is satisfied that all reasonable attempts to obtain the required information have been unsuccessful.

The more relevant information you are able to provide the assessor, the greater chance of your claim being assessed promptly.

You can also contact the Insurance Customer Care helpline to advise of any new information you might have about your claim or enquire about its progress at any time by calling them on 1300 721 139, 9am to 7pm, Eastern Standard Time.
 
Remember to take note of who you speak to about your claim, the date, time and your reference number. This will help us if you need to refer back to previous discussions.

Step 5

How will I be made aware of the decision?
A GuildSuper insurance consultant will let you know in writing whether or not your insurance claim has been approved.

Important information

Who can receive a superannuation death benefit?
Superannuation law provides that only certain people can receive a superannuation death benefit.

They generally are:

  • the spouse or de-facto spouse of the deceased (including same sex couples)
  • a child of the deceased, regardless of the age of the child
  • a person who was financially dependent on the deceased at the date of death
  • a person who was in an independency relationship with the deceased at the date of death
  • the Legal Personal Representative of the deceased as nominated via the Will of the deceased or by obtaining Letters of Administration.

 

It is important to note that parents of the deceased cannot normally receive a superannuation death benefit simply because they’re the parents.    

Unless a valid Binding Death Benefit Nomination is present, the Superannuation Trustee (GuildSuper) ultimately determines how the Death Benefit is to be distributed.

Step 6

What if I disagree with the Trustee’s decision about how the death benefit is to be distributed?

In most claims, there will be a period of 28 days from the date of the decision letter allowing relevant parties to object to any aspect of the decision made. This needs to be accompanied with enough evidence for the Trustee to reconsider their decision. The Trustee will consider any objection received and affirm or amend its original decision.

If any potential beneficiaries still object to the Trustee’s decision, they can lodge a complaint with the Superannuation Complaints Tribunal (from 1 July 2018 this will be known as the Australian Financial Complaints Authority) within 28 days of the Trustee affirming or amending its original decision.

If there are no objections received then we will continue with the payment process.

Step 7

How will the funds be paid?
The funds will be paid by Electronic Funds Transfer (EFT) to nominated bank accounts.

It may be possible for a superannuation death benefit to be rolled over into a superannuation account rather than paid in cash.

Should you wish to know more about this option we strongly recommend that you speak to a financial adviser.

If you are a GuildSuper member, you can access broader financial advice (which isn’t limited to your GuildSuper account) from a team of specialist financial advisers*. They can provide comprehensive personal advice that takes into consideration your desired lifestyle now and into the future as well as your financial circumstances, objectives and needs. Adviser fees will apply and you will be told the fee before you receive the advice, which will be payable directly by you to the adviser. Contact GuildSuper and we will work with you to identify the right solution for your needs.

Please refer to the GuildSuper Insurance Guide for more information on Death cover insurance.

*Currently provided by Mercer Financial Advice (Australia) Pty Ltd under their Australian Financial Services Licence (AFSL).


The Trust Deed, superannuation law and any insurance policy taken out by the Trustee sets out your rights and entitlements. Whether you have insurance cover and, if so, whether you are entitled to the payment of an insured benefit, depends on the full terms and conditions of our Insurer’s insurance policies. The full terms and conditions in the insurance policies take precedence over the Insurance Guide and the PDS. Insurance cover is provided to eligible GuildSuper members under a contract of insurance (policy) between the Trustee and MetLife Insurance Limited ABN 75 004 274 882, AFS Licence No. 238096.

This is information of a general nature only. It is not intended to constitute the provision of advice. Before acting on any information, you should consider its appropriateness having regard to your objectives, financial situation and needs. Prior to making a decision in relation to any financial product, you should consider the relevant Product Disclosure Statement (PDS) in deciding whether to acquire or continue to hold the product. You may wish to consult a licensed financial adviser to obtain financial advice tailored to suit your personal circumstances. You can access financial advice under arrangements established by the Trustee (adviser fees may apply for personal advice).

 

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