Making a claim

Our approach to claims

Claims tend to follow difficult times in our life. Our job is making sure your claim runs as smoothly and quickly as possible. We care deeply, we explain the process, answer your questions, and update you along the way.

Essential information only

There’s always some documentation required. We keep it as simple as we can and explain what’s needed and why.

Efficient, ethical claims management

We choose insurers whose claim approach aligns with ours. Our claims review and oversight processes make sure all valid claims are paid correctly and promptly.

Acting for you

We’re here to help and advocate for you and your beneficiaries. If you’re unhappy with the outcome of your claim, we have a simple process if you wish to make a complaint.

How to lodge a Disability claim (Income protection, TPD, Terminal illness)

Online

To lodge a claim online, simply log into your VicSuper MembersOnline account, and select "Make a claim". You will be asked to confirm your claim type, your last day at work and if your doctor has certified you unfit for work. Then you may be taken to the online claim forms for completion or we will contact you for further discussion.

Our online claims process allows you to track certain parts of the claims process online via VicSuper MembersOnline. You'll be able track the claims process, upload relevant documentation, review any outstanding items to complete your claim and get in contact with your case manager.

Over the phone

If you don't want to lodge a claim online, you can still make a claim by calling our Member Services on 1300 366 216. Your dedicated case manager will talk you through the process and help you understand what's required and provide support and direction throughout the process. Read more about your insurance cover by reading our Insurance Handbook (PDF 2.2mb).

Download our fact sheets to learn more about our claim process:

• How to make a claim for Total and Permanent Disability (TPD) (PDF 132kb)
• How to claim an income protection (IP) benefit (PDF 118kb)
• How to make a terminal illness claim (PDF 157kb) 

How to lodge a Death claim

Online

To notify and commence the death claim process, complete the Death claim notification form. You will be asked for your details as the notifier, and the details of the deceased member. After submitting the details, you will receive a confirmation email with a link to download a claim pack which will explain the claim process along with the documents required.

Over the phone

You can notify and commence the death claim process, by calling our Member Services on 1300 366 216. We will then email you the link to download a claim pack.

ADNS*

VicSuper has partnered with the Australian Death Notification Service (ADNS) to help people notify multiple organisations that a loved one has passed away. You can complete the notification by accessing the ADNS web page. *You will not be able to download the VicSuper claim pack directly this way.

You will be asked for your details as the notifier, and the details of the deceased. You can then choose which organisations you wish to notify, including VicSuper. The information you provide is sent to the selected organisations who will contact you to help you through the next steps. If you wish to contact VicSuper directly, you can do so online or over the phone as described above or via Contact Us.

Read more about how to claim a death benefit (PDF 129kb).

COVID-19 Information

If you are currently applying for an IP or TPD claim and have been impacted by COVID-19, please inform your dedicated case manager. Our teams are all working remotely and are still here to support you throughout your claim. We encourage you to read the Your insurance section to understand the impact of COVID-19 on cover held with VicSuper FutureSaver.