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    We're here to support you through your claim

    Things like dealing with paperwork, knowing what to expect and when, can make an already challenging situation even more stressful. But we're here to help every step of the way. We’ll give you a dedicated claims administrator to guide you through the process. Your claims administrator will also help you complete the forms and find any supporting documents you may need. 

    If your claim relates to an insurance benefit, we will work with the insurer to support you through the claims process. And if your claim is declined, we'll review the insurer’s decision to make sure we agree with it. If we believe the claim should have been approved, or if further information is needed, we’ll work with the insurer to reconsider the claim decision. And we’ll let you know the outcome.

    If your super doesn't include insurance, we'll assess your claim to see if you are eligible for an early release of your super benefit.

    The types of claims you can make

    There are the four types of claims you can make. They include:

    • Death cover

      Also known as life cover, this pays beneficiaries or an estate a lump sum payment if a member with cover dies.

      Death cover is paid in addition to the member’s super account balance. 

      If you’re an AMP member, make sure that your super, and any death cover applicable, goes to the people you’d like it to by nominating beneficiaries. If you don’t nominate a beneficiary or your nomination is not up to date, your super will be paid to your estate (and paid in accordance to your will), or alternatively in certain circumstances, your super fund may have the discretion to decide who receives the payment.

      Learn more about beneficiaries
    • Terminal illness cover

      Pays a lump sum to you if you become terminally ill.

      Terminal illness cover is a pre-payment of your death benefit and is subject to a maximum amount – see your Insurance Guide or welcome letter for the maximum that applies to you.

      Check your Insurance Guide or welcome letter to see if the life expectancy period of 24 or 12 months applies to your terminal illness cover.

      This could impact whether you should consider leaving money in your super account to fund insurance until you are eligible under your insurance policy.

      Learn more about terminal illness cover
    • Total and permanent disablement cover (TPD)

      Gives you a lump sum benefit if you become totally and permanently disabled.

      TPD cover is paid in addition to your super account balance.

      However, if you held TPD cover before 1 July 2014 and your claim is assessed under an own occupation definition. In this case, you will need to meet a condition of release to access your super.

      Learn more about TPD cover
    • Income protection (IP) cover

      Pays a monthly benefit if you’re totally (or then partially) disabled and temporarily can’t work (or need to work in a reduced capacity). 

      Your benefit will be paid directly to your nominated bank account. These payments do not impact your superannuation benefits, they are classed as income and reportable to the ATO.

      However, your IP cover may include a Superannuation Contribution Benefit (SCB). If this is the case, your SCB will be paid into your super account. Whether you have a SCB and the amount will be in your Insurance Guide or welcome letter.

      Learn more about IP cover

    Where to find the insurance terms and conditions that apply to you

    Your insurance guide gives you all the information about the terms and conditions your plan’s insurer provides. Where your plan or plan category’s terms are different, this is included in your welcome letter. Your plan’s insurer is detailed in your welcome letter and your annual statement.

    If you joined AMP before 1 April 2024 you may have received your plan specific terms in a document called a plan summary. If you need help to understand which insurer, or the insurance terms and conditions that apply to you, please contact us.

    How to make a death benefit claim

    We know losing a loved one can be a really difficult time in your life. If you need to make a death benefit claim, we’ll be with you every step of the way.  

    Also known as life cover, death cover typically gives beneficiaries or an estate a lump sum payment if a member with cover dies. If the death cover claim is approved, we pay this cover in addition to the member’s super account.


     

    If you’re an AMP member, to make sure your super, and any death cover applicable, goes to the people you’d like it to, you need to nominate beneficiaries.

     

    If you don’t nominate a beneficiary or your nomination is not up to date, your super fund may have the discretion to choose who gets the payment, regardless of what you have in your Will.

     
    Learn more about beneficiaries

    A death benefit payment is the monetary benefit payable from a super fund when a fund member dies. It consists of: 

    • the member’s super account balance,
    • any death insurance cover (i.e. any insurance insured benefit that may be payable), plus 
    • any earnings on the super balance to the date of payment.

    We also deduct any applicable fees and taxes from the total benefit amount.

     

    If the late member held a Defined Benefit policy, the death benefit approach is different. To learn more about claiming under a Defined Benefits policy, contact amp_claims_admin@amp.com.au.

    When a member dies, generally we can only pay a super death benefit to dependants and/or a legal personal representative. This is usually the executor or administrator of the deceased’s estate.

     

    If we can’t locate a legal personal representative or a dependant, only then can we consider paying the benefit to another person. There are laws around who is considered a dependant or eligible beneficiary.

     

    Read more about dependants and beneficiaries.

    To start a claims process, you’ll need the deceased person’s:

    • First name, middle name and last name
    • AMP Super membership number, if available
    • Date of birth
    • Date of death

    The person making the claim, usually a dependent or legal representative will also need to give us their contact details, such as name, email and postal address and phone number.

     

    To learn more about claiming under a Defined Benefits policy, contact amp_claims_admin@amp.com.au and include the above information.

     

     

     

    You can lodge your claim online using our online claims form.

    Or you can call, email or write to us.

    • Call: 1300 373 654
      Mon-Fri 8.30am-5pm (Sydney time)
    • Write: AMP Claims, PO Box 6346, Wetherill Park NSW 1851
    • Email: amp_claims_admin@amp.com.au
       
    Australian Death Notification Service

    If you’re submitting a death claim, you can also use the Australian Death Notification Service. This service lets you notify multiple organisations online in one go that someone has passed away. This can make closing or transferring their accounts easier.
     

    In addition to the above information, you’ll also need to give us a copy of the following to progress the claim: 

    • Death certificate
    • The claimant’s identification, such as a certified copy of their driver’s licence  
    • Will (if applicable)

    Once we get your claim, 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 we (or the insurer) needs to start your claim.
    • Allocate a dedicated AMP claim specialist: They’ll be in touch within 5 business days of getting your initial claim form. This person will be your dedicated point of contact during the claims process. If you contact us with any claim questions, they’ll get back to you within 5 business days.

    If the deceased member had insurance, the insurer will assess the insured component

    • Once we get your completed documents, we’ll pass your claim to the insurer within 5 business days for assessment.
    • AMP will keep you informed about the progress of your claim. You'll get a progress update at least every 20 business days. You'll get a reply to any questions you ask within 10 business days.

    We’ll let you know the outcome of the insurance claim 

    • If the insurance claim is accepted, we’ll let you know.
    • If your claim is declined, we'll review the insurer’s decision within 15 business days and let you know why and what your options are.  

    We’ll confirm who will be paid the death benefit

    • Who gets the death benefit depends on if there was a beneficiary nomination made, the type of beneficiary nomination made, and whether it is valid or not at the date of the late member’s death. The death benefit amount includes the insurance component (if any) and the super balance.
    • If there’s a valid, non-lapsing beneficiary nomination: We generally follow the law and pay the nominated beneficiary.
    • If there’s no nomination: We’ll pay the death benefit to the deceased member’s estate, care of the Legal Personal Representative, provided the deceased member’s estate is not insolvent. Alternatively in certain circumstances, the Trustee may have the discretion to decide who receives the payment.
    • Claims staking, if there are several potential beneficiaries: If required, we'll generally tell potential beneficiaries how we intend to pay the death benefit. Potential beneficiaries have 28 days to lodge an objection if they don't agree with us. If we get an objection, we can’t pay the death benefit until we resolve the objection.

    We’ll pay the death benefit

    • If there’s no objection, we’ll pay the death benefit to the beneficiaries. The death benefit includes the insurance component (if any) and the super balance (excluding DB policies).

    If we have all the information it may take up to 6 months. If we have a valid non-lapsing beneficiary nomination it will generally take up to 3 months from receipt of the death certificate.

     

    You will be notified by us (or the insurer) if your claim will take a longer time to process.

    A death benefit is taxed differently, depending on: 

    • whether it’s paid to a dependant
    • if it’s withdrawn as a lump sum or income stream
    • the tax-free and taxable parts of the benefit
    • the age of the beneficiary
    • and the age of the person when they died (for income streams)

    Generally, lump sum death benefits are tax free where the benefit’s paid to a dependant, defined under tax law.   

     

    The taxable component of lump sum death benefits paid to a non-dependant will incur: 

    ·       15% tax on the taxed element plus Medicare levy, and

    ·       30% tax on the untaxed element plus Medicare levy.

     

    You can read information about death benefit taxes on the ATO website.

     

    We recommend you speak with your financial adviser.

     

    Ready to start your claim?

    To start your claim, get your information and use our online claims form. Or contact us.

    How to make a terminal illness claim

    We know being diagnosed with a terminal illness can be a really difficult experience. If you need to make a terminal illness claim, we’ll be with you every step of the way.  

    Terminal illness cover pays you a lump sum if you become terminally ill.

     

    Terminal illness benefit is an early payment of death cover and is generally subject to a maximum cover amount. You should check your Insurance Guide or welcome letter for the amount of cover that applies to you.

     

    Your Insurance Guide will also tell you if a 12- or 24-month term for life expectancy applies. This may impact if you want to leave money in your super account to fund insurance until you are eligible under your insurance policy. 

    If you have super only

    • Generally, you'll be eligible for a release of your super benefits if you satisfy the definition of Terminal Medical Condition.  To satisfy this condition, two registered medical practitioners certify your illness or injury is likely to result in your death within 24 months of the date of the certification. One of the medical practitioners must be a specialist in the area related to the illness or injury which you suffer.
    • Read more about accessing your super early

    If you have super and your insurance cover is provided by TAL (see your welcome letter or annual statement for details of your insurer)

    Generally, you'll be eligible to claim if two registered medical practitioners certify your illness or injury is likely to result in your death:

    • within 24 months of the date of certification
    • One of the medical practitioners must be a specialist in the area related to the illness or injury. 

    If you choose to withdraw your full balance, your super account will be closed and any remaining insurance cover including any Death cover held through your account will be cancelled.

    • Before closing your account, you should get financial and tax advice to ensure you fully understand the impact on your ability to claim.

    If you have super and your insurance cover is provided by an insurer in the AMP Super Fund other than TAL (see your welcome letter or annual statement for details of your insurer)

    Generally, you'll be eligible to claim if two registered medical practitioners certify your illness or injury is likely to result in your death within 12 months of the date of the certification.

    One of the medical practitioners must be a specialist in the area related to the illness or injury

     

    As a terminal illness claim may not be payable under the policy until your life expectancy is 12 months or less, if you meet a condition of release (eg Terminal Medical Condition) which allows you to access your super and choose to withdraw your full balance, your super account will be closed and any insurance held through your account will be cancelled.

    • If you close your account between the 12 and 24-month period, you won’t be paid a Terminal Illness benefit and if you later die, your beneficiaries won’t be able to claim against any insurance (as it’s cancelled).
    • Before closing your account, you should get financial and tax advice to ensure you fully understand the impact on your ability to claim.
    • If you leave your super account open with enough funds to pay your ongoing insurance fees, your cover will continue. If you later meet the definition of terminal illness (your life expectancy is 12 months or less) under the insurance policy, you’ll be able to claim against your insurance policy.
    • Please see your Insurance Guide for policy terms. 

    If lodging a claim, the minimum information we’ll need from you includes:

    • Your first name, middle name, and last name
    • Your AMP Super membership number
    • Doctor’s certificates of illness dates

    Your insurer will be in touch to get more information to help assess your claim.

     

     

    You can lodge your claim online by logging in to My AMP and selecting ‘Lodge a Claim’.

     

    Or you can call, email or write to us.

    Call: 1300 366 214 Mon-Fri 8.30am-5pm (Sydney time)

    Write: AMP Claims, PO Box 6346, Wetherill Park NSW 1851

    Email: amp_claims_admin@amp.com.au

    Once we get your claim, we’ll:

    • Send you a claim pack: You’ll get a claim pack to fill out and return to us by email or post. We’ll only ask you for the information we or the insurer needs to start your claim.
    • Allocate a dedicated AMP claim administrator: They’ll be in touch within 5 business days of getting your initial claim form. This person will be your dedicated point of contact during the claims process. If you contact us with any claim questions, they’ll get back to you within 10 business days.

    If you have insurance, the insurer will assess the claim

    • Once we get your completed documents, we’ll pass your claim to the insurer within 5 business days for assessment.
    • Either the insurer, or AMP, will keep you informed about the progress of your claim. You'll get a progress update at least every 20 business days. You'll get a reply to any questions you ask within 10 business days.
    • You can also contact the insurer directly with any questions during this time.
    • The insurer may also contact you to ask for more information relevant to your claim. This might include things like specific medical or occupational details. 

    The insurer will decide your claim

    • If the insurance claim is accepted, we’ll get the payment from the insurer.
    • If your claim is declined, we'll review the insurer’s decision within 15 business days and let you know why and what your options are, such as whether you are eligible for an early release of your super benefit

    We’ll let you know the outcome of the claim 

    • If we agree with the insurer’s decision to approve your claim, we’ll pay the benefit into your AMP Super account. 

    If we have your instructions, we can make the payment. Your terminal illness benefit payment will consist of your account balance and any insured amount (if you had insurance).

    If we have all the information we need, it may take up to (but typically no longer than) 6 months.

     

    Ready to start your claim?

    To start your claim, get your information, login to My AMP and select ‘lodge a claim’. Or contact us.

    How to make a Total and Permanent Disability (TPD) insurance claim

    Becoming so ill or injured that you’re unlikely to work in a suitable job again is a life-changing experience. If you need to make a TPD claim, we’ll be with you every step of the way.  

    Total and permanent disablement (TPD) cover is there for you when you’re too injured or sick to ever work again, refer to your Insurance Guide or welcome letter to see what definition applies to you. It gives you a lump sum payment to assist in covering your expenses. TPD cover is paid in addition to your super account, excluding any Defined Benefit (DB) policies.

     

    To get your TPD payment from your super account, you need to meet the permanent incapacity condition of release (or other condition, such as preservation age). To determine this, we may ask you for further information after your claim has been approved by the insurer, such as a second doctor’s report.

     

    If you held TPD before 1 July 2014 and your claim is assessed under an own occupation definition, if the insured amount is paid by the insurer, that amount will stay in the super fund until you meet a condition of release.

     

    If you held a Defined Benefit policy, the TPD payment approach is different.

    When you can claim will depend on the TPD definition that applies to you. You can find details about your TPD definition in your Insurance Guide or your welcome letter.

     

    Generally, to satisfy the TPD definition you must be unable to work for a period of time eg 3, or 6, consecutive months from the last day you were at work before the illness or injury. The amount of time you have to wait will depend on your TPD definition.

     

    You may be able to claim for some conditions straight away, which you can read about in your Insurance Guide or your welcome letter. 

    The minimum information you’ll need to start a claims process includes:

    • Your first name, middle name and last name
    • AMP Super membership number
    • The date you were considered totally and permanently disabled by your doctor
    • The date you last performed the normal duties of your job
    • The date you last worked in any capacity
    • Details about your occupation and industry

    The insurer will be in touch to request more information should they need it to assess the claim.

     

    To learn more about claiming under a DB policy, contact amp_claims_admin@amp.com.au and include the above information.

     

     

    You can lodge your claim online by logging in to My AMP and selecting ‘Lodge a Claim’.

     

    Or you can call, email or write to us.

    Call: 1300 366 214 Mon-Fri 8.30am-5pm (Sydney time)

    Write: AMP Claims, PO Box 6346, Wetherill Park NSW 1851

    Email: amp_claims_admin@amp.com.au

    Once we get your claim, we’ll:

    • Send you a claim pack: You’ll get a claim pack to fill out and return to us by email or post. We’ll only ask you for the information we or the insurer needs to start your claim.
    • Allocate a dedicated AMP claim administrator: They’ll be in touch within 5 business days of getting your initial claim form. This person will be your dedicated point of contact during the claims process. If you contact us with any claim questions, they’ll get back to you within 10 business days. You can also contact your insurer directly with any questions. They may also contact you to get more information to help progress your claim. This can include specific medical or occupational details.

    The insurer will assess the claim

    • Once we get your completed documents, we’ll pass your claim to the insurer within 5 business days for assessment.
    • Either the insurer, or AMP, will keep you informed about the progress of your claim. You'll get a progress update at least every 20 business days. You'll get a reply to any questions you ask within 10 business days.
    • You can also contact the insurer directly with any questions during this time.
    • The insurer may also contact you to ask for more information relevant to your claim. This might include things like specific medical or occupational details. 

    We’ll let you know the outcome of the insurance claim 

    • If your claim is accepted, we’ll let you know.
    • To get your payment from your super account, you need to meet the permanent incapacity condition of release (or other condition, such as preservation age). To determine this, we may ask you for further information, such as a second doctor’s report. 

    If your claim is declined, we'll review the insurer’s decision within 15 business days and let you know why and what your options are.

    TPD claims can take up to (but typically no longer than) six months.

     

    You will be notified by us or the insurer if your claim will take a longer time to process.

     

    Ready to start your claim?

    To start your claim, get your information, login to My AMP and select ‘lodge a claim’. Or contact us.

    How to make an Income Protection (IP) claim

    Becoming too sick or injured to work in your current job temporarily is a stressful experience. If you need to make an IP claim, we’ll be with you every step of the way.  

    IP covers you by paying regular instalments if you cannot work for a period of time due to illness or injury.  It pays you a monthly benefit if you’re totally (or then partially) disabled and temporarily can’t work or need to work in a reduced capacity.

     

    You’ll be paid directly into your nominated bank account. These payments don’t impact your superannuation benefits, as they’re classed as income and reportable to the ATO.

     

    However, your IP cover may include a Superannuation Contribution Benefit (SCB). If this is the case, your SCB will be paid into your super account. Whether you have a SCB and the amount will be in your Insurance Guide or welcome letter.

    Your IP cover has a waiting period. The waiting period starts from the time you’re injured or become sick, and can no longer work. You won’t get any payments during the waiting period. You can find details about the waiting period that applies to you in your Insurance Guide or welcome letter.

    Your IP cover has a benefit period. This is the length of time that you’ll get IP payments for – provided you continue to meet the terms and conditions of the policy. You can find details about benefit times in your Insurance Guide, annual statement or welcome letter. 

    Generally, you’ll get up to 75% of your pre-disability income in AMP Super, subject to your IP sum insured, and unless a plan specific arrangement applies to you. You’ll see this in your welcome letter. 

     

    If you get income from other sources while you’re paid a monthly IP benefit, then your IP benefit may be reduced. This is called an offset in your plan. The way offsetting is applied will vary across policies and plans. You can find the terms and conditions that apply to you in your Insurance Guide or welcome letter.

    The minimum information you’ll need to start a claims process includes:

    • Your first name, middle name and last name
    • AMP Super membership number
    • The date you were medically certified as unfit for work
    • The date you last performed the normal duties of your job, and
    • The date you last worked in any capacity
    • Details about your occupation and industry

    The insurer will be in touch to request more information should they need it to assess the claim.

     

     

    You can lodge your claim online by logging in to My AMP and selecting ‘Lodge a Claim’.

     

    Or you can call, email or write to us.

    Call: 1300 366 214 Mon-Fri 8.30am-5pm (Sydney time)

    Write: AMP Claims, PO Box 6346, Wetherill Park NSW 1851

    Email: amp_claims_admin@amp.com.au

    Once we get your claim, we’ll:

    • Send you a claim pack: You’ll get a claim pack to fill out and return to us by email or post. We’ll only ask you for the information we or the insurer needs to start your claim.
    • Allocate a dedicated AMP claims administrator: They’ll be in touch within 5 business days of getting your initial claim form. This person will be your dedicated point of contact during the claims process. If you contact us with any claim questions, they’ll get back to you within 10 business days.

    The insurer will assess the claim

    • Once we get your completed documents, we’ll pass your claim to the insurer within 5 business days for assessment.
    • Either the insurer, or AMP, will keep you informed about the progress of your claim. You'll get a progress update at least every 20 business days. You'll get a reply to any questions you ask within 10 business days.
    • You can also contact the insurer directly with any questions during this time.
    • The insurer may also contact you to ask for more information relevant to your claim. This might include things like specific medical or occupational details. 

    We’ll let you know the outcome of the insurance claim 

    • If the insurance claim is accepted, we’ll let you know.
    • If your claim is declined, we'll review the insurer’s decision within 15 business days and let you know why and what your options are.  

    The insurer will continue to be in touch with you

    • If the insurance claim is accepted, the insurer may work with you to set up a recovery or support plan. This plan will be specific to your needs.

    While you’re getting IP payments, your insurer may ask you for more information to help support continued payments. 

    Income protection claims can take up to (but typically no longer than) two months.

     

    You will be notified by us or the insurer if your claim will take a longer time to process.

     

    Ready to start your claim?

    To start your claim, get your information, login to My AMP and select ‘lodge a claim’. Or contact us.

    We’re here to help

    • We’re committed to giving you support that’s accessible.

      If you’re experiencing hardship, or need help communicating with us you can use:

      • The Translating and Interpreting Service on 131 450 if you’d like to speak to us in another language.
      • The National Relay Service (NRS) can help you to call us if you find it hard to hear or speak on the phone. For more details visit accesshub.gov.au.
    • You can also find more support via:


      If you’re a First Nations Person, we’re committed to giving you culturally appropriate support. Please contact us.

     

     

    Our claims philosophy

    We recognise each situation is unique and claim time can be difficult for you and your family.

    • When making a claim, we'll support you through the process and treat you with empathy, compassion, and respect.
    • When you submit your claim to us, we'll help you identify all the insurance benefits you hold within the AMP Super Fund and Wealth Personal Superannuation and Pension Fund and explain your eligibility to claim.
    • We’ll make sure our claims process is always transparent and explained to you in everyday language.
    • We’ll provide you with timely responses throughout the claim process.
    • We’ll continually work closely with our insurers to improve our processes and your experience with us.
    • We’ll regularly review our insurers' claim philosophies and performance.
    • If your claim is denied by the insurer, we'll complete an independent review to make sure their decision is fair and aligned to our insurance terms. 

    If we believe a denied claim has a reasonable prospect of success, we'll advocate on your behalf and do everything reasonably possible to continue pursuing your claim with the insurer.

     

    Insurer claims philosophy

    You can see our insurers’ claims philosophies below. If you’re a Signature Protection member, please see your welcome letter or annual statement for your plan's insurer.

    We will deliver on the promise we make to every customer, ensuring they understand and feel confident in how we will handle their claim. 

      

    Learn more →

    We will be there for our customers to help them realise their best life.

    Our customer commitment
    We recognise every customer’s situation is unique. We work with our customers and their dependents transparently, fairly and with respect and empathy.
     

    Providing more than financial support
    We provide more than financial assistance. We partner with a range of stakeholders to help our customers return to work and to live an active life wherever we can.
     

    Offering tailored solutions
    We select the best solution for our customers based on their individual situation, providing the right support and management at the right time.
     

    Empowering our people
    Our people are equipped with the experience to effectively manage claims across their portfolio, supported by internal and third-party expertise, best-in-class tools and an ongoing focus on professional development.
     

    Ensuring a sustainable business
    We manage our risks across the portfolio and apply our deep insights to ensure we contribute to a profitable AMP Insurance business that can support our customers today and in the future.
     

    At Resolution Life we see our role as more than just paying a claim. We create tailored solutions to help customers and their family should something happen. Whilst this may involve paying a financial benefit, depending on the nature of the claim, it may also involve rehabilitation or working with them on a return-to-work program.

    Our claims philosophy is simple; helping people when they need it most. We make sure every claim that should be paid is paid promptly and we always treat your customers with empathy, respect and care.
     

    Learn more →

    We look after you with a fair, fast claims process and dedicated support.


    You trust MLC Life Insurance to protect you and your family, and we promise to be there when you need us.


    Throughout life, and especially at claim time, we deliver on this promise by getting the basics right, providing dedicated expert care, and supporting the health and wellbeing of you and your family.


    Learn more →

    Our business is about being there for our customers when they need it most. So we aim to pay every legitimate claim we receive, as fast as we can and with compassion and care.
     

    We pride ourselves on delivering exceptional customer experiences and guiding customers through some of the most difficult moments in their lives. It’s what makes us different in the market and what drives us to keep improving the claims service we provide.
     

    Learn more →

    Our claims philosophy is to provide a smooth path throughout the claims journey by assessing each claim on its own merit with integrity, compassion and fairness. Our goal is to assist our customers when they need it most.
     

    Learn more →

    We stand by our claims’ philosophy and our commitment to paying claims.
     

    • We will treat customers how we would like to be treated.
    • We show empathy and respect when customers are medically, financially or emotionally vulnerable.
    • We assess and pay claims in a fair and timely manner.
    • We assess each claim on its merits with guidance from appropriate specialists.
    • We manage disability claims in a way that supports the customers’ return to wellness.
    • We operate within a clearly defined risk management and governance framework and the highest quality standards.

     

     

    Frequently asked questions

    You can check whether you have Death, TPD or IP cover any time online via My AMP. You can also check your welcome letter or annual statement. To see your policy terms, see your Insurance Guide or welcome letter. Otherwise, you can also contact us.

    If you’re suffering a terminal illness, you may be able to get an early payment of death benefits up to a maximum amount (depending on the policy), where you have been diagnosed with a terminal illness and are likely to pass away:

    • within 24 months if you are insured with TAL, or
    • generally 12 months if you are insured with AIA, MetLife, MLC or Zurich.

    You can see your insurer on your welcome letter or annual statement.

     

    Please note: A Terminal Illness claim may not be payable under the death cover policy until your life expectancy is 12 months or less. Therefore, if you have met a condition of release and choose to withdraw your full super balance, your super account will be closed and any insurance you held through your account will be cancelled. This means if you close your account before the policy requirements have been satisfied (between the 12 months or less), you will not be paid a Terminal Illness benefit and if you subsequently die, your beneficiaries will not be able to claim against any insurance (as it’s cancelled).

     

    Before closing your account, you should seek financial and tax advice to ensure you fully understand the impact on your ability to claim. If you leave your super account open with sufficient funds to pay your ongoing insurance fees, your cover will continue. If you subsequently meet the definition of terminal illness (your life expectancy is 12 months or less) under the insurance policy, you will be able to claim against your insurance policy (subject to the assessment of the relevant insurance policy terms).

     

    Please see your Insurance Guide for policy terms.

    If you have TPD cover, and meet the eligibility criteria, you can submit a claim. Usually, the part of the TPD definition you’re assessed under depends on your employment status.

    Generally, for AMP policies where super is acquired through your employer:

    • If you hold TPD cover and the date of your disability is on or after 1 December 2021, then:

      - 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.

      - 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.

    • 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 policy), then generally your claim would be assessed under a more restrictive definition known as the activities of daily living (ADL) part.

    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 specific medical conditions.

     

    You can see your TPD definition in your Insurance Guide or welcome letter. Learn more

    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 administrator will contact you to discuss what we need from you and why. Learn more

    Income Protection (IP) cover 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 monthly benefits will be paid to you- this is called a waiting period. If you have insurance through AMP super, you can see yours in your Insurance Guide or welcome letter.

     

    You must be under ongoing medical care via a doctor, and you’re not working for an income (unless you are partially disabled).

    The insurance assessment looks at the policy terms and whether you can carry out any one duty or combination of duties that are critical to the proper performance of your usual occupation at the time you became ill. Learn more

    Your IP benefit may be adjusted/reduced (including to zero) by any amount you receive (or are entitled to receive) from another IP or similar insurance policy for example, loan protection policies.

     

    Learn more about Income Protection

    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.  

    It depends on the type of claim you’re making and your circumstances, here’s a general guide:

    • Total and permanent disablement claims can take up to (but typically no longer than) 6 months.
    • Income protection claims can take up to (but typically no longer than) 2 months.
    • Death benefit claims that are simple (i.e. have a valid binding beneficiary nomination) can take up to 3 months, more complex claims can take up to (but typically no longer than) 6 months after the death certificate is received.

    You will be notified by us or the insurer if your claim will take a longer time to process.

     

    Once the insurer approves your claim and notifies us, we will take 5 business days to pay you (subject to receiving everything we need from you (including to satisfy super law requirements).

    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.

     

    If your claim relates to an insurance benefit, we can act as a ‘go-between’ for you and your insurer.

     

    Once a claim is lodged, 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 after our review, our view is 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. 

     

    If your claim is declined, or if your super does not include insurance, then we will assess your claim for whether you are eligible for an early release of your super benefit.

    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. 

    Generally, if you receive income from other sources while you are being paid a monthly IP benefit, then that benefit may be reduced by those payments. This may be called an offset in your plan.
     

    How offsetting is applied to your benefit payment, and the other income sources that are offset vary across products and plans. We’ve provided some general information below, but it’s important to check the terms that apply to you. If you have insurance with AMP Super, check your insurance guide or welcome letter (available in MyAMP) to see your terms and conditions.

    Depending on your product or plan, your benefit payment may be offset:

    ·       so that it doesn’t exceed 75% (or the percentage applicable to your plan) of your pre-disability income, or

    ·       as a straight offset off your benefit payment.
     

    Sources of income that may offset your benefit payments

    ·       Workers’ Compensation, Motor Accident Compensation, Social Security (or similar legislation) in relation to your injury or illness

    ·       Any statutory or other government payments for loss of income, earning capacity, or any other economic loss, in relation to your injury or illness

    ·       Any disability, injury or sickness insurance type policy (other than a lump sum Total and Permanent Disablement benefit)

    ·       Sick leave that you receive at the same time as being paid a benefit

     

    The following sources of income are generally not offset:

    ·       Annual leave and long service leave

    ·       Termination (redundancy) entitlements

    ·       Income earned from investments

     

    If you receive payments as a lump sum, the insurer will generally convert them into monthly payments to offset accordingly.

    After age 60, the TPD withdrawal will be tax free. If you are under age 60 there will be tax deducted from your benefit withdrawal, however, you’ll get a tax concession. 

     

    More information is available on the ATO website and we recommend you speak with your financial adviser.

    No, under AMP Super there are no payments for funeral expenses from a death benefit.

    Only certain people can witness a statutory declaration or certify that a copy of a document is a true and correct copy of the original document. To see the full list of acceptable certifiers, see here.


     

    Health and wellbeing services for TAL insured members

    Through our partnership with TAL, we’re here to protect and support your wellbeing at every stage of your health journey. This includes enabling you to live a healthy life before making a claim, supporting you at claim time and empowering recovery from illness or injury.

    When it comes time to get your lives back on track after a claim, we will support you to help you meet your health goals and sustainably achieve the best possible health and work outcomes.

    Login to My AMP to learn more about health and wellbeing support.

    Do you have any questions? We’re here to help

    If you have any questions, please contact us.
    Contact us now
    Important information

    Your cover is subject to the terms and conditions of the policies issued to the trustee by the insurer.

    If there’s any inconsistency between the insurance policies and this webpage, the PDS and/or your welcome letter, the policies prevail.

    AMP Super refers to SignatureSuper® which is issued by N.M. Superannuation Proprietary Limited ABN 31 008 428 322 AFSL 234654 (NM Super) and is part of the AMP Super Fund (the Fund) ABN 78 421 957 449. NM Super is the trustee of the Fund. 

    ® SignatureSuper is a registered trademark of AMP Limited ABN 49 079 354 519.

    Before deciding what’s right for you, it’s important to consider your particular circumstances and read the relevant Product Disclosure Statement and Target Market Determination from AMP at amp.com.au or by calling 131 267.

    Read AMP’s 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.

    Any advice and information provided is general in nature, hasn’t taken your circumstances into account, and is provided by AWM Services Pty Ltd ABN 15 139 353 496 AFSL 366121 (AWM Services), which is part of the AMP group (AMP). All information on this website is subject to change without notice.

    The super coach session is a super health check and is provided by AWM Services. It is general advice conversation only. It does not consider your personal circumstances.

    The retirement health check is a general advice conversation only, provided by AWM Services to eligible members of the AMP Super Fund.

    Simple Super (Intrafund) advice is provided by AWM Services Limited (AWM Services) ABN 15 139 353 496, AFS Licence No. 366121 (AWMS) to eligible members of the AMP Super Fund. AWM Services is a wholly-owned subsidiary of AMP. This service may not be offered where it is deemed it is not within the scope of the service or your best interest.