Making a claim

Our claims philosophy

We know that when you need to make a claim, it can be at a difficult time for you and your family. We help you understand the process, answer your questions and keep you informed from beginning to end. We make the process as smooth and simple as possible.

Every claim requires supporting documents. We will only ask for necessary information and we always explain in simple language what we need and why we need it.

If you have an insured benefit, we will make sure our insurers behave ethically in accordance with our high standards and that their claims philosophy is aligned with ours. Our claims management and review processes ensure all valid claims are paid correctly and promptly.

If you are unhappy with the outcome of your claim, we have straightforward ways for you to appeal.

Notifying us when a VicSuper member has passed away

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 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 via Contact Us.

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

How to lodge your claim

If you need to make an income protection, total and permanent disablement or terminal illness claim, you can either lodge your claim online or give us a call.

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) 

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.