How do I make a claim on my Income Protection insurance?

Claiming on Income Protection runs through five stages: notification, claim forms, medical evidence, income evidence, and ongoing assessment. Most claims complete the first payment within 30 to 60 days from notification, depending on the waiting period and evidence delivery.

Claims handling sits under the Insurance Contracts Act 1984 and the Life Insurance Code of Practice 2019. Every retail IP policy on IMFL's panel follows the same structural stages, though documentation and form names differ by insurer.

The five claim stages

1. Notify the insurer. Contact the claims team within the period required by your PDS, typically 30 to 60 days. Most panel insurers accept notification by phone or via an online portal.
2. Lodge the claim forms. You complete a claimant statement covering employment, income, and how the illness or injury stops you working. Your treating doctor completes a medical attendant's statement.
3. Provide medical evidence. The insurer reviews your treating doctor's reports and may request hospital records, specialist reports, or an Independent Medical Examination (IME). Section 2.6 of the TAL PDS sets out the standard IP medical evidence pathway.
4. Provide income evidence. Indemnity contracts require pre-disability income proof. Most insurers want a 12-month lookback covering payslips, BAS, tax returns, and bank statements. See the next FAQ on income evidence for the detailed list.
5. Insurer assessment and payment. After the waiting period and assessment, monthly benefit payments commence. The first payment is typically backdated to the end of the waiting period, paid in arrears, into an Australian bank account.

Where each panel insurer publishes its claims process

| Insurer | PDS issue date | Claim-process section | |---------|-------------|--------| | AIA | 9 November 2025 (Version 32) | Section 5 (Income Protection) plus claims chapter | | TAL | 12 December 2024 | Section 2.6 (Income Protection), Section 3 (Claims) | | Zurich | 1 November 2025 | Income Protection section, including mental health and treating-team requirements | | OnePath | October 2025 | Income Secure Cover (claims) | | ClearView | 13 May 2024 (Update 5 June 2025) | Income Protection Flex | | NEOS | 6 December 2024 | Income Support Cover, claims section | | Encompass | 26 September 2025 | Income Protection Cover (claims) | | Acenda | 27 September 2025 | Income Protection (claims process at Sections 4076+) | | Futura | 1 October 2025 | Income Protection Cover (claims) |

What to expect at each insurer

All 9 panel insurers operate dedicated claim teams. Most accept first notification by phone or online portal. After lodgement, expect a case manager to be assigned within 1 to 2 weeks. The case manager may request additional reports, schedule an IME, or coordinate rehabilitation.

After approval

IP is not a one-time payment. Once benefits commence you must keep providing evidence that you remain disabled. The next FAQ covers ongoing requirements in detail.

Independent Medical Examination (IME)

The word 'independent' here is an industry term for an examination conducted by a medical practitioner who is not your treating doctor. The insurer pays for IMEs and you are required to attend if requested. An IME does not automatically end your claim; it is a fact-finding step.

If a claim is declined or delayed

• Internal review. Every insurer publishes an internal review pathway under the Life Insurance Code of Practice 2019.
• External review. You can lodge a complaint with the Australian Financial Complaints Authority (AFCA) without cost.
• Records. Keep dated copies of every form, letter, and phone log. This is critical evidence if review is needed.

General advice only. Confirm the exact claim form, notification timeframe, and evidence list against your insurer's current PDS.