Supporting you through your claim
Insurance through super is provided by external insurers, but is overseen by us. In other words, we can be there to support you through the claims process, and, if your claim is declined we will review the decision.
Below is a breakdown of how to claim through your super, and what the process is once your claim is lodged.
How to claim
You can lodge an insurance claim through your AMP super account using any one of these options:
Illness or injury claims
Life (also known as death) insurance claim
Online: Use our online claims form
Call : 1300 366 214 Mon-Fri 8.30am-5pm (Sydney time)
Write: AMP Claims, PO Box 181, Parramatta, NSW 2124
Email : email@example.com
Online: Use our online claims form
Call : 1300 373 654 Mon-Fri 8.30am-5pm (Sydney time)
Write : AMP Claims, PO Box 181, Parramatta, NSW 2124
Email : firstname.lastname@example.org
What will happen next?
Once you’ve lodged your claim with us, we’ll take the following steps:
1. We’ll send you a claim pack
- If you haven’t filled out the online form, we’ll send you a claim pack to fill out and return to us by email or post. We’ll only ask you for the information the insurer needs to start your claim.
2. Your AMP claim administrator will be in touch
- If we need more information to process your claim, we’ll contact you within 5 business days from when we receive your initial claim form. This team member will be your AMP contact if you have any questions throughout the process.
- If you contact us with any questions about your claim, we’ll get back to you within 10 business days.
3. The insurer will assess your claim
- Once we receive your completed documents, we’ll pass your claim onto the insurer within 5 business days, so it can be assessed.
- Either the insurer or AMP will keep you informed about the progress of your claim at least every 20 business days, and get back to you within 10 business days about any questions you raise.
- You can also contact the insurer directly with any questions during this time.
- The insurer may also contact you to request more information that’s relevant to your claim, like specific medical or occupational details.
4. We’ll let you know the outcome of the claim
- If your claim is accepted, you’ll be contacted to confirm how to pay the benefits to you or any beneficiaries (depending on the type of claim).
- If your claim is declined, we will review the insurer’s decision within 15 business days and let you know why and what your options are.
5. Develop a recovery plan (TSC only)
- Only for Total Salary Continuance claims – if your claim is accepted, the insurer may work with you to set up a recovery or support plan that’s specific to your situation. The insurer will also ask whether there are any additional requirements they need, to continue your payments.
Australian Death Notification Service
If you’re submitting a death claim, you can also use the Australian Death Notification Service which enables you to notify multiple organisations online in one go, that someone has passed away, so their accounts can be closed or transferred.
How do I know how much insurance I have and what I’m covered for?
To find out whether you have any insurance through your AMP super account, simply register or login to My AMP. If you do have insurance in your super, the details will be provided there. You can also check your insurance confirmation letter or annual statement.
I have a terminal illness and have been given only 12 months. Will I be covered?
People suffering a terminal illness may be able to receive an early payment of life insurance up to a maximum amount (depending on the policy). Any payable amount over the maximum will be paid to their beneficiaries after they pass away.
Please note: Under superannuation law, the terminal illness test for releasing funds is may be different to the operation of your insurance policy, and both will need to be approved before funds are released to you. If you’re an AMP super member, please see your insurance guide for policy terms.
I’ve been unemployed for 12 months, and have injured myself, can I still claim on TPD?
If you have Total and Permanent Disablement cover, and meet the eligibility criteria, you can submit a claim. Usually the part of the TPD definition you’re assessed under depends on how many hours you work a week, or your employment status. Generally for AMP policies:
- If you held TPD cover before 1 December 2021 and the date of your disability was also prior to this date, and you were working under 10 or 15 hours per week (depending on your product), then generally your claim would be assessed under a more restrictive definition known as the activities of daily living (ADL) part.
- If you hold TPD cover and the date of your disability is on or after 1 December, then:
o if you worked at any time in the 16 months before your disability, you’d be assessed based on your ability to work in any occupation for which you are suited by education, training or experience.
o if you didn’t work at any time in the 16 months or more before your disability, then you’ll be assessed based on your ability to perform those basic activities associated with work.
There will also be other parts of the TPD definition that the insurer may assess you against (and not the above), based on your disability – these may include loss of limbs and/or sight, cognitive impairment and listed disabilities (such as quadriplegia). If you have insurance through AMP super, you can see your TPD definition in your insurance guide or plan summary.
Why do you need more information after I've submitted my claim?
Sometimes we will need more information to assess your claim according to your circumstances. For example, we require two doctor reports in order to meet the conditions of release, otherwise it will affect the way your claim is taxed. Your claims manager will contact you to discuss what we need from you and why.
I have a serious illness which means I won’t be able to work for 6 months, am I eligible to claim?
Total Salary Continuance (or income protection) is insurance for when you can’t do your current job because you’re too sick or injured. You don’t have to have been injured or have fallen ill on the job.
There’s a minimum timeframe before you can make a claim - this is called a waiting period. If you have insurance through AMP super, you can see yours in your insurance guide or plan summary. It’s also usually assumed that you’re under ongoing medical care via a doctor, and you’re not working for an income.
The insurance assessment looks at whether you can carry out any one duty or combination of duties that are critical to the proper performance of your usual occupation.
I’m not sure I’m ready to make a claim yet, what should I do?
We’re here to support you through your claim. If you have a question, simply give us a call on 1300 366 214 and we can discuss what you need and answer any questions you have.
How long does it take for a claim to be processed?
It depends on the type of claim you’re making and your particular circumstances, here’s a general guide:
- Total and permanent disablement claims can take up to (but typically no longer than) six months.
- Total salary continuance claims can take up to (but typically no longer than) two months.
- Life insurance claims can take up to (but typically no longer than) 6 months after the death certificate is received.
You will be notified by the insurer if your claim will take a longer time to process.
If AMP are not the ones processing my claim, how can they help me?
Insurance is offered as part of many of our super plans and is provided by an external insurer.
As your super provider, we’re here to support you through the claims process in whatever way we can. That means we can act as a ‘go-between’ for you and your insurer.
Once a claim is lodged, we won’t be able to see what the status of your claim is until an outcome is generated, but we can check-in on your behalf, especially if you’re not receiving documentation within the timeframes the insurer has promised.
If a claim is declined, we’ll also review the outcome to understand why. If we find that your claim should have been approved, we’ll work with the insurer to overturn the decision.
Finally, if a claim is approved, we will organise the payment of that claim through to you.
Why is there a delay in my claim?
There can be delays if the insurer doesn’t have all the information they need to process your claim. For example, a life insurance claim can’t be processed until the insurer has the death certificate.
We can work with you to help you submit all the claim information required, and the insurer might be in touch if they need further information before continuing the process.
Once a claim is being processed, you should receive an update at least every 20 days, and any questions you’ve submitted should be responded to within 10 business days.
If you’re not receiving these updates in a timely manner, please let us know and we can follow up for you.
Will I always get 75% (or the percentage applicable to my plan) of my pre-disability income if I have a TSC claim?
Generally, if you receive income from other sources while you’re being paid a TSC benefit, your TSC payments will be reduced by the amounts you receive from those sources. This may be called an offset in your plan.
Other sources of income that may impact TSC payments:
- Income from your occupation
- Regular payments from:
– Social security
– Compensation schemes
– Government or government authorities, or
– Super pensions or insurance plans as a result of being ill or injured.
Investments or unearned income may not reduce your TSC payment.
If you have insurance through AMP super, check your insurance guide to see what applies to your policy.
What you need to know
Any advice and information is provided by AWM Services Pty Ltd ABN 15 139 353 496, AFSL No. 366121 (AWM Services) and is general in nature only. It hasn’t taken your financial or personal circumstances into account.
Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement or Terms and Conditions available from AMP at amp.com.au by calling 131 267 or by emailing email@example.com.
You can read our Financial Services Guide for information about our services, including the fees and other benefits that AMP companies and their representatives may receive in relation to products and services provided to you. You can also ask us for a hardcopy. All information on this website is subject to change without notice. AWM Services is part of the AMP group.