Step 1

Call the GuildSuper team on 1300 361 477 Monday to Friday, 8.30am to 5pm (AEST/AEDT) to tell us that you want to make a claim and why. The more information you can give us, the quicker we can help provide you with a response.

Step 2

Next, we'll provide you with a link to complete your claim online without needing to complete physical paper forms. Additional information on this process is also available on the Insurer's web page. Alternatively, if you prefer, we’ll email or post you the claim forms to complete.

Please note the claim forms may also include an Employer Statement form and an Initial Medical Report form. Your employer or medical practitioner may also complete the required information online.

Step 3

If you complete your claim online, please refer to Step 4 below.

If you’ve completed the physical paper forms, please post or email them to:

• Mail: GuildSuper, GPO Box 1088, Melbourne Vic 3001

• Email: info@guildsuper.com.au 

Remember to make a copy for your own records. The assessment of the claim will start once the Insurer has received forms from all relevant parties. This may include your medical practitioner, your current or previous employer, Centrelink, or a third party like WorkCover.

Step 4

The Insurer’s claim assessment time varies and depends on the complexity of the claim. It generally takes 3 – 6 months but can be longer in some cases. We’ll also keep you updated along the way and a claims assessor from the Insurer may also call to ask some questions.

If the claim is delayed by a party who isn’t contactable, or is refusing to participate, don’t worry. Here’s what will happen:

• The Insurer might ask you to provide additional information.

• Our tip: get in touch directly with your doctor or employer to help speed things up if the delay is on their end.

• Once the Insurer deems that all reasonable attempts to get that info have been made, your claim will (hopefully) be assessed faster!

Step 5

We will let you know in writing whether or not your insurance claim has been approved.

Often, the Insurer will also contact you to let you know that an IP benefit has been approved and to confirm your bank account details and your Tax File Number, so the first payment can be transferred to you electronically ASAP! This may include a back payment, dating back to the first day after the completion of your waiting period.

Step 6

If you disagree with the decision, we will consider your objections and then confirm or take necessary action if we need to reconsider the decision. The objection and review request needs to be accompanied with enough evidence to reconsider the decision.

If you still object to the final decision, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA) using any of the methods below:

• Phone: 1800 931 678 (free call)

• Email: info@afca.org.au

• Website: www.afca.org.au

• Mail: GPO Box 3, Melbourne VIC 3001

Step 7

Payments relating to approved claims for IP benefits will be transferred to you electronically, as mentioned in Step 5.

Payments for approved TPD claims will be paid directly into your super account. You will need to complete a Benefit Payment form with details on how you would like the benefit paid.

There are three options:

1. Withdraw the entire balance at once.

2. Withdraw part of the balance and leave part of it to withdraw later, subject to the $6,000 fund minimum.

3. You can also choose to leave the entire balance in your super account.

If you want to know more about your options, contact our team via the details provided above.

Please refer to the relevant Insurance Guide for more information on TPD and IP insurance.