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