How to make a terminal illness claim

We are here to help

Navigating the claim process can be overwhelming and difficult. Our focus is on supporting you throughout it. 

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

Understanding your circumstances is our priority, and we are here to discuss your claims options. In our phone conversation with you, we will ask about your illness or injury, which will provide us with important details about your situation.

After we’ve gathered your information, it will be forwarded to the insurer. The insurer will 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.

They will also ask if you prefer to apply for your benefit by phone or complete paper forms.

You have two options to make a claim

We understand how important this process is for you, and we aim to make it as simple and supportive as possible. You have two options to apply for a claim:

By phone

This is the simplest way to begin the process. No claim form is needed. The insurer will call you to gather the required information for assessing your claim. They will also post or email you the necessary paperwork for your doctors to complete. If any additional information is needed, the insurer will guide you through it.

Fill out a claim form

If you prefer this method, the insurer will post or email you a letter outlining what you need to provide. They will include the relevant forms to be completed by you and your doctors. If you receive the forms by email, you will need to print them out.

Provide relevant claim information

The insurer will send you a letter with claim requirements and forms via post or email. If 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 get your paperwork organised:

• Complete a claim form (this is not required if you are completing the claim over the phone with the insurer)
• Sign a form granting the insurer access to necessary information, such as your medical records
• Proof of age and identification
• Your specialist doctor will need to complete a form (the Attending Specialist Statement) about your condition and provide relevant medical reports, test results, or supporting evidence
• A second treating doctor will need to complete a separate form (the Attending Doctor's Statement)

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 the insurer. The insurer will provide their contact details in the letter they send to you.

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 call you to request any additional information. This might include asking for more information directly from you or your doctors.

The insurer will keep you updated on your claim. In some cases, the insurer might request that you review the information provided to assess the claim. You can also supply 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.

Your claim is now being assessed

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

Understandably waiting to hear anything can be an anxious time. Please contact the insurer if you have any questions or want to discuss your claim.
 

We will inform you of your claim decision

After the insurer makes its decision, Cbus Super reviews the claim to make sure the decision is a fair and reasonable outcome. This review is aligned with the required definitions and conditions set out in our insurance policies, trust deed and super laws.

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.

If your claim is denied, you might qualify for a total and permanent disablement or permanent incapacity payment. We will let you know about any options that might apply to you.

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.

Here is what each decision means:

Accept:

• If your claim is approved, the insurance payment will be deposited into your super account

Decline:

• If we agree with the insurer's decision to deny your claim, we will send you a letter (post or email) explaining why

Your claim will be paid

If the insurer approves your claim, and we agree, the insurance payment will be deposited into your super account. We will send you a confirmation letter (post or email) asking for your preferred payment method, which might require additional proof of identification from you.

When approved, you have four choices for the insurance payment:

• Deposit the total amount into your bank account
• Receive the total amount by cheque
• Keep some or all of the payment in your Cbus Super account
• Transfer some or all of the payment to another approved super fund

You can choose how this payment is made, but we recommend that you seek financial advice to find the best option for your circumstances.