Make a claim
When things go wrong in life, the last thing you need is complicated admin. Our Member Services Team are on hand to support you as best they can if you need to make an insurance claim on behalf of yourself or another GuildSuper member.
To find out more about the types of insurance you may be eligible for in super, visit insurance in super.
Frequently Asked Questions
How to claim Income Protection (IP) or Total and Permanent Disablement (TPD)
Call the GuildSuper team on 1300 361 477 Monday to Friday, 9am to 6pm (Melbourne time) 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.
Next, we'll email or post you the claim forms to complete. They may also include an Employer Statement form and an Initial Medical Report form.
Once you’ve completed the forms, please post or email them to:
Mail: Claims Department, MetLife Insurance Limited, GPO Box
3319, Sydney NSW
2001
Email: auclaims@metlife.com.au
Remember to make a copy for your own records. The assessment of the claim will start once Metlife have received forms from all relevant parties. This may include your medical practitioner, your current or previous employer, Centrelink, or a third party like WorkCover.
MetLife’s average claim time is under two months – one of the fastest in the industry. We’ll also keep you updated along the way and a claims assessor from MetLife 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:
We will let you know in writing whether or not your insurance claim has been approved.
Often the insurer will also call 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 transferred to you electronically ASAP! This may include a back payment, dating back to the first day after the completion of your waiting period.
If you disagree with our decision, we will consider your objections and then confirm or change our original decision. The objection and review request needs to be accompanied with enough evidence for us to reconsider the decision.
If you still object to the final decision, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).
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 GuildSuper account and invested in the Secure Investment Option until you complete a Benefit Payment form with details on how you would like the benefit paid.
There are three options:
- Withdraw the entire balance at once.
- Withdraw part of the balance and leave part of it to withdraw later, subject to the $6,000 fund minimum.
- Open an Account-Based pension account.
If you want to know more about your options, speak to our team on 1300 361 477.
Please refer to the GuildSuper Insurance Guide for more information on TPD and IP insurance.
How to claim Death cover
Call our team on 1300 361 477 between Monday to Friday, 9am to 6pm (Melbourne time) to tell them you want to make a claim. 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.
Next the consultant will email or post you the claim forms to complete.
Once you’ve completed the forms, please post them to: GuildSuper, GPO Box 1088, Melbourne, Victoria 3001
Ensure you include copies of any other documents requested during the phone call. These may include:
- A certified copy of the Death Certificate of the deceased.
- A certified copy of identification of the deceased.
- Birth Certificate of the deceased.
- Marriage Certificate (if applicable) of the deceased.
- Will of the deceased.
- ID documents for yourself as the claimant.
The assessment of the claim will start once GuildSuper has received documents from all relevant parties. We will pass your claim on to our insurer, MetLife.
MetLife’s average claim time is under a month – one of the fastest in the industry. We’ll keep you updated along the way and GuildSuper may contact you if more information is required.
GuildSuper will let you know in writing whether your insurance claim has been approved.
Superannuation law provides that only certain people can receive a superannuation death benefit. They generally include:
- The spouse or de-facto spouse at the date of death.
- A child, regardless of the age of the child.
- A financial dependent (at date of death).
- Someone in an independency relationship (at date of death).
- The Legal Personal Representative of the deceased as nominated via the Will of the deceased or by obtaining Letters of Administration.
Unfortunately, parents of the deceased cannot normally receive a superannuation death benefit simply because they are the parents of the deceased.
Unless a valid Binding Death Benefit Nomination has been made, the Superannuation Trustee (GuildSuper) will determine how the Death Benefit is to be distributed.
If you disagree with our decision about how the death benefit is to be distributed there will normally be a period of 28 days from the date of the decision letter that allows relevant parties to object. This needs to be accompanied with enough evidence for us to reconsider the decision. Once we have reviewed the objection, we will confirm or change our original decision
If any potential beneficiaries still object to the decision, they can lodge a complaint with the Australian Financial Complaints Authority (AFCA) within 28 days of the final decision.
If there are no objections received, then we will continue with the payment process.
Once payment is approved, the funds will be paid by electronic transfer 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. If you want to know more about this option, speak to our team on 1300 361 477.
Please refer to the GuildSuper Insurance Guide for more information on Death cover insurance.
The Trust Deed, superannuation law and any insurance policy taken out by the Trustee set 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. Alternatively you can access general financial advice by calling our Member Services Team on 1300 361 477.
