What is the life insurance claims process in Australia?

When making a life insurance claim in Australia, follow these steps for smooth processing. First, notify the insurer as soon as possible after death or terminal illness diagnosis – most policies have timeframes for notification (typically 30-90 days, though this is often extended in practice). Contact the insurer via phone or online portal to begin the claim. Gather required documentation including the original policy documents, certified death certificate from the Registry of Births, Deaths and Marriages, completed claim form from the insurer, proof of identity for beneficiaries, medical certificates or reports (especially for terminal illness claims), and potentially coronial reports if death was sudden or unexplained. Submit all documentation to the insurer promptly – incomplete claims delay processing. Under the General Insurance Code of Practice, Australian insurers must acknowledge your claim within 10 business days and notify you whether it's accepted or rejected within a reasonable timeframe. Straightforward death claims with all documentation often process within 2-4 weeks, though complex cases involving disputes, missing documentation, or investigation of circumstances may take several months. If the claim is approved, the insurer pays the benefit directly to nominated beneficiaries (retail policies) or to the super fund trustee for distribution (super policies). If denied, you have rights to appeal through the insurer's internal dispute resolution process, then the Australian Financial Complaints Authority (AFCA) if unsatisfied. Keep copies of all correspondence during the claims process.