A Life Cover claim starts with notifying the insurer, providing a certified death certificate or terminal-illness specialist certification, and submitting a completed claim form along with beneficiary or executor identification. Straightforward death claims are typically decided within weeks; the Life Insurance Code of Practice 2019 (LICOP) sets binding timeframes.
The panel is AIA, Zurich, TAL, OnePath, ClearView, NEOS, Encompass, Acenda, and Futura. All 9 insurers operate under LICOP and the Insurance Contracts Act 1984, so the basic process and timeframes look similar across the panel; the documentation pack varies slightly.
Step-by-step
- Notify the insurer as soon as practical after death or after a treating specialist certifies a terminal illness. Most insurers accept notification by phone or via an online claims portal.
- The insurer sends a claim pack listing required documents (claim form, identification, death certificate, beneficiary or executor evidence, treating doctor reports for terminal illness).
- Beneficiaries or the executor complete the claim form and return it with the documents.
- The insurer assesses the claim and may request additional information (autopsy, coronial report, medical history for early-policy deaths).
- On approval, payment is made to the nominated beneficiary, the estate, or the super-fund trustee depending on policy ownership.
Documents most insurers require
- Certified copy of the death certificate from the relevant state Registry of Births, Deaths and Marriages (or extract of registration where the full certificate has not yet issued)
- Original or copy of the policy schedule
- Completed claim form signed by the beneficiary or executor
- Identification for each claimant
- Grant of probate or letters of administration where the benefit is paid to the estate
- Binding nomination form (super-held cover)
- For terminal illness: medical specialist certification per the policy's terminal-illness definition
Where each panel insurer documents the claim process
- AIA Priority Protection PDS (Version 32, 9 November 2025), Section 2.1:
A death certificate and proof of policy ownership must be provided to us before payment can be made. Final Expenses advance of up to 10% of the Life Cover Sum Insured (capped at $25,000) is available without full claim documentation and is deducted from the final benefit.
- Zurich Wealth Protection PDS (1 November 2025), Death cover claim provisions: insurer may offer support services to the family alongside benefit payment. Standard documentation requirements apply.
- TAL Accelerated Protection PDS (12 December 2024), Section 3 (general claim requirements). Terminal Illness Benefit claims require two treating Medical Practitioners; inside TAL Super, claim is paid to the trustee for distribution per nomination.
- OnePath OneCare PDS (1 October 2025), Death Benefit and Terminal Illness Benefit sections. The insurer is Zurich Australia Limited; the OneCare product is administered separately from Zurich Wealth Protection.
- ClearView ClearChoice PDS (13 May 2024, update effective 5 June 2025), When the Life Cover benefit amount is payable section. Standard claim documentation.
- NEOS Protection PDS (6 December 2024), Making a claim section. Issued by NobleOak Life Limited; standard documentation.
- Encompass Protection PDS (26 September 2025), Section 1 Life Cover:
We'll need a certified copy of the insured person's death certificate, or an extract of death registration or other reasonable evidence of death, along with a written request before we pay this advance. Funeral Advancement Benefit of up to $20,000 is payable before full claim assessment. Issued by Nippon Life Insurance Australia and New Zealand Limited (trading as Acenda).
- Acenda Insurance PDS (27 September 2025), standard claim documentation. Vivo Virtual Care provides claim-time medical and rehabilitation support (PDS pages 9-11). Issued by Nippon Life Insurance Australia and New Zealand Limited.
- Futura Protection PDS (1 October 2025), Making a claim section. Issued by NobleOak Life Limited; standard documentation.
LICOP claims-handling timeframes
Under the Life Insurance Code of Practice 2019, panel insurers must:
- Acknowledge a claim within 10 business days of notification
- Decide a straightforward death claim within 6 months of receiving all required information
- Decide a complex claim within 12 months
- Pay within 5 business days of approval
- Provide a status update at least once every 20 business days during assessment
If an insurer breaches a LICOP timeframe, the policy owner or beneficiary can complain through the insurer's Internal Dispute Resolution (IDR) process and then to the Australian Financial Complaints Authority (AFCA) if unresolved.
Tax on Life Cover death benefits
- Outside super: lump sum death benefit is tax-free to the beneficiary or estate.
- Inside super, paid to a tax dependant (spouse, child under 18, financial dependant, interdependency relationship): tax-free.
- Inside super, paid to a non-tax dependant (such as an adult child): the taxable component is taxed at up to 17% (15% plus Medicare levy) if paid from a taxed fund, and up to 32% if paid from an untaxed source. See ITAA 1997 ss302-195 and 302-200.
Regulator anchor
Life Insurance Act 1995 (Cth) governs the contract. Insurance Contracts Act 1984 (Cth) governs the rights of the insured and beneficiary. LICOP 2019 binds all panel insurers on claim-handling conduct. AFCA (afca.org.au) handles external dispute resolution if a claim outcome is contested.