Life Protect insurance claims
Need to claim or track an existing claim? It's ok, that's why you have insurance, we're here to help.
Call us
To lodge your claim, one of our friendly staff will be there to help take care of you, your nominated beneficiaries or your legal personal representative. Please have the policy number on hand and other details including date and cause of death.
13 10 10Check our contact hours.
Receive a claims pack
Within 24 hours of receiving the call, we will send a claims pack detailing what information we may need.
Here are some examples of what we may need:
- Claim forms to be completed by the claimant.
- A certified copy of the death certificate.
- A completed Medicare/Pharmaceutical Benefits Scheme form.
- A certified copy of the deceased’s birth certificate and any change of name documents (e.g. marriage certificate). If you do not have the birth certificate please provide a certified copy of the deceased’s driver’s license or passport.
- A certified copy of the deceased’s Will to confirm the Executor of the Estate (if you are a nominated beneficiary under this policy, these are not required).
- A certified copy of the Grant of Probate or in the absence of a Will, certified copy Letters of Administration. (If you are a nominated beneficiary under this policy, these are not required).
- A certified copy of your proof of ID if you are the executor or the beneficiary under the policy (birth certificate, driver’s license or passport).
Depending on your circumstances, we may require other information.
Assessment
The initial assessment begins as so on as we’ve received the completed claim form and supporting documents. The length of time of the final assessment can vary depending on the circumstances of the claim, and how quickly we receive everything. The dedicated claims advisor will keep your representative updated of the progress.
Payout
Once the claim has been accepted, payment will usually be made within 2 business days, to the surviving policy owner or nominated beneficiaries, or if no beneficiaries were nominated, the deceased’s estate.
Track your insurance claim
We know you want your claim to be sorted as quickly as possible. Your dedicated claims advisor will keep you updated of your claim’s progress, however if you still have questions please call
Claim assessment
The time a claim can take to be assessed, depends on the claim type, circumstances and how quickly you were able to get all of your required documents to us.
Your dedicated claims advisor will keep you updated of the progress and will assess your claim as quickly as possible.
If you still have questions about your claim please call 13 10 10
At GIO we know that claim time is our moment of truth. It's when the cover that you placed with us really kicks in. We see it as delivering on a promise that we made to you - a promise to protect you and your family financially.
When you do make a claim, chances are it’s at a very difficult time for you and your family. We promise to make our claims process as easy as possible for you so you can concentrate on being with your loved ones.
When you make a claim
✓ We will assign you a case manager to explain the process in a simple and clear manner
✓ We recognise that your circumstances are unique and we will treat you as an individual to support you through the process
✓ We assess and pay claims that meet policy terms as quickly as possible
✓ We will keep you updated on the progress of your claim with regular transparent communication
Working with you
✓ We seek to understand and meet your needs to provide a caring, responsive, fair and honest service.
✓ We are open to new ideas and continuous improvement and appreciate your feedback
✓ The Health Benefits of Work are widely recognised so if you require assistance to return to work after an injury or illness we will assist you with this in full consultation with your treating practitioners.
✓ We strive to make a significant contribution in the wider community and to make a positive difference to the lives of those whom we can assist.
Our Claims Team
✓ We are real people who want to help you with your claim and we do care about your experience with us
✓ We believe our people make the difference at claim time – friendly, helpful and professional.
Reviewing our Decisions
There are times when a policy may not support the payment of a claim. Our promise to you is that updates will be provided right up until we make our decision. We do have a robust claims review process which ensures all claims decisions can be independently reviewed.
1 Includes customers of both AAI Limited and Asteron Life & Superannuation Limited (Asteron) which hold GIO branded products.
GIO Life Protect Insurance is issued by Asteron Life & Superannuation Limited ABN 87 073 979 530, AFSL 229880 (Asteron). Asteron is authorised to use the GIO brand. TAL Direct and Asteron are part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 (TAL) group of companies. If you decide to purchase or vary a financial product, PV will receive fees and other benefits, which will be a dollar amount or a percentage of the premium you pay. You can ask us for more details. Any advice on this page is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017, AFSL 243260 (TAL Direct). The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters. Before making a decision about the product you should consider the GIO Life Protect Product Disclosure Statement available from Asteron at gio.com.au/lifeprotect or by calling 1800 604 946. The different entities of TAL and the Suncorp Group are not responsible for, or liable in respect of, products and services provided by the other.
