How to make an income protection claim

Having to take time off from work due to an accident or illness can be extremely tough. Our goal is to provide you with the assistance and support you need during this challenging time.

7 steps to make your income protection claim

The steps below have been designed to help you understand the income protection claims process. We will guide you through what is needed and keep you updated on your claim’s progress.

1. Contact us

We are here to help

Making a claim can be an overwhelming experience, but we are here to help.

To begin, please phone Cbus Super on 1300 722 152 to determine if you can make a claim.  

Understanding your circumstances is our priority, and we're here to discuss your claim options. And so that you are organised for the conversation, it would be helpful if you could prepare the following:

  • Information about your illness or injury
  • Your last employer’s contact details
  • Details of when you stopped working

After we have gathered your relevant information, it will be passed to the claim team. Their role is to contact you and guide you through the claims process. They are someone you can reach out to if you have any questions or need help.


Do you need a lawyer?

That decision is yours to make but many cases are straightforward and legal assistance may be an unnecessary expense. It is important to know we will assist you through each step of the claims process.

All claims are assessed fairly and reasonably on their merits and most claims are paid. Having a lawyer does not impact timeframes or payment amounts. 

If you decide to use a lawyer, you will need to complete a Third-Party Authority form allowing them to act on your behalf, which we can provide.

2. Prepare your application

Provide relevant claim information

The claims team will send you a letter with claim requirements and forms via post or email. If the forms are emailed, please print them out. We want to have your claim assessed as quickly as possible. To help that happen, we need you to provide all the necessary information.

Below is a checklist to assist in getting your paperwork organised:

  • Complete a claim form
  • Sign a form granting the insurer access to necessary information, such as your medical records
  • Proof of age and identification
  • Your doctor will need to complete a form about your condition and provide relevant medical reports, test results, or supporting evidence
  • Submit required financial documentation to support your income, depending on your employment status at time of claim
  • Provide bank details for payments and a tax file number declaration for tax deductions, which will be paid to the Australian Tax Office on your behalf


It could take time for your doctor to complete the form, so you might need to schedule an appointment to see them.

We recommend contacting your doctor to understand their requirements. Please note your doctor might charge an additional fee for completing this form, which will be your responsibility to pay.

For any questions about claim forms or providing information, contact Cbus Super on 1300 722 152 and ask to be transferred to the claims teams.  

3. Send your application

Double-check everything and then send it

Dealing with paperwork can be tiring, but it's necessary to get your claim assessed. We recommend submitting all the required information at once to save you time. This will prevent the need to go through everything again and will help avoid delays in processing your claim.

Here’s what you need to do:

  • Collect all the documents mentioned in our letter, such as proof of age and identification
  • Fill out and sign any required forms
  • Make sure your doctor’s form is fully completed and signed

When you have everything ready, please scan and email or post your completed forms to our claims team.


Postal Address: Cbus Insurance, Locked Bag 5056, Parramatta NSW 2124

4. Your claim is assessed

The insurer now assesses your claim

Once we receive all the requested documents, we will pass your claim to the insurer. The insurer will then aim to carefully assess your claim. If needed, they will phone you to request any additional information.

This might include requesting more information, related to:

  • Obtaining your financial records, especially if you're self-employed
  • Your condition and work duties before your accident or illness
  • The insurer might also contact the doctor/s you've seen regarding your condition 

In some cases, the insurer might request you review the information provided to assess the claim. You can also provide any additional evidence to support your claim. 

During the claim assessment, the insurer will be your point of contact. If you have any questions or need assistance, please reach out to them for support. 

5. Insurer decides then we review

Your claim is now being assessed

Using the information you provided, the insurer will assess your claim according to the income protection definition in the insurance policy. The insurer will inform Cbus Super of their decision to accept or decline your claim.

  • If the insurer accepts your claim, they will contact you and take you through the next steps to receive your monthly payments. 
  • If the insurer declines the claim, Cbus Super will review the claim decision to make sure it is a fair and reasonable outcome.

When the review process has been completed, we will contact you to explain the outcome and next steps. These will be confirmed in a letter (post or email) to you. 

Should you have any concerns or disagreements with the outcome, you can request a review. We are here to address any issues and discuss the next steps with you.

6. Receiving a payment

Your claim will be paid monthly

If your claim is accepted, the insurer will let you know. The insurer will make your payment according to the instructions you gave them and send you a letter (via post or email) with the details of each monthly payment.

How much you receive will depend on how much income protection cover you had and if you can do some work or not. 

Here’s how your monthly payments will be worked out:

Your monthly payment = The lower of:

  • The amount of income protection cover you have
  • 85% of your pre-disability monthly income
  • $30,000 a month

7. Ongoing monthly claim payment

How much you are entitled to

The insurer will ask you for information each month to determine if you are entitled to the payment. This might include a progress claim form completed by you and a form to be completed by your doctor. The insurer might also ask for financial information.


You must be under the regular care of a doctor. In most cases, this means seeing your doctor at least once a month and following their recommended treatment advice.

Payment can last up to 2 or 5 years. The duration depends on:

  • The benefit payment period you received when your income protection started
  • The period you chose when you applied or made changes to your cover
  • You continue to meet the requirements of the policy to receive a monthly payment

 During this time, the insurer will be the main point of contact for you.

Additional information

Find below additional comprehensive and valuable information to help you better understand the claims process.

Applying for IP payments
In 2022/2023 Cbus accepted
claims for our members and their families.
In 2022/2023 Cbus paid out
in benefits to our members and their families.

You don’t need to do this on your own

Navigating the claims process can be difficult, but we
are here to help you.

For any questions or information you need, contact the Cbus Super claims department:

1300 722 152
8.30am - 5.30pm (AEST) Monday to Friday