CLAIMS
If you’re thinking about making a claim
We’re here to guide you through the process of claiming when life changes suddenly, helping you move forward with confidence.
Before you start
Click through the tabs below so you feel informed and ready to take the next step.
Ensuring you understand your cover
1. Check your cover
Check whether you have life insurance and what you’re covered for.
Life insurance includes three types of cover: Income Protection, Total and Permanent Disability, and Terminal Illness. You might have more cover than you realise, which can help you understand what type of claim you can make.
Your cover may be through your employer, superannuation fund, financial adviser, or directly with us at MetLife.
2. Who to contact
Once you know where your insurance is held and what you’re covered for, read through your policy documents to understand the finer details and who to contact to start your claim.
3. Know your waiting period
Check your policy to understand your waiting period so you can plan ahead. Your waiting period is the time between when you stop working due to illness or injury and when benefit payments begin.
You can find this information on your superannuation fund’s member online portal, your policy documents, your employee benefits page, or with your financial adviser if you have one.
Notify of a loss
If you need to make a claim for someone who has died, please reach out to their superannuation fund. The superannuation fund will check if a life insurance policy is in place and help you with next steps. The Australian Death Notification Service also allows you to notify multiple institutions at once.
What to prepare
Every situation is unique. We’re here to listen and understand what you’re going through, so we can guide you through the claims process with care.
Information we’ll collect on your behalf
During the claims lodgement process, we'll ask for your permission to request any statements needed from your treating doctor(s) and employer, so you don’t have to.
If you can’t source important documents
If you have any issues requesting your identity documentation, please visit our support page for more guidance. Or, contact us directly so we can assist you and guide you through every step of the process.
You’ll need to prepare
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Details of the reason you’re making a claim
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Your policy number and member ID
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Proof of identity details (e.g. passport or drivers licence)
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Details of your employer and doctor
Let your doctor or specialist know you’re preparing a claim
This helps them have the necessary information ready when we request medical reports, avoiding delays.
Questions to prepare for
Asked for all claim types, with slight variations:
- Description of current symptoms
- Date symptoms first occurred
- Date of first medical consultation
- Details of treatment or medication received
- Hospitalisation status (Yes/No)
- Accident-related condition? (Yes/No)
- History of similar conditions (Yes/No)
- Other medical conditions affecting ability to work (Yes/No)
- Daily activities impacted (e.g. home duties, social activities)
For Terminal Illness claims, no questions about accident-related causes or daily activities are asked.
All claim types require: Treating practitioner’s title, name, practice/hospital, qualification, provider number, contact details, and address.
For Terminal Illness claims, we need details for both a General Practitioner and a Medical Specialist (e.g. chiropractor).
Asked for Income Protection and Total & Permanent Disablement (TPD) claims only:
- Employer type, business name, ABN, contact person and email
- Employment status at date of event
- Years with employer
- Restricted/partial duties prior to ceasing work (Yes/No)
- Return to work status (Yes/No) (Income Protection only)
- Other benefits received or entitled to (Yes/No)
- Previous claims history (Workers Comp, Disability, TPD, Trauma) (Yes/No)
- Usual/main occupation before illness/injury
- Current occupation and daily duties
- Work hours per week (15+ hours?) (Yes/No)
- Annual income before tax
- Employment changes in past 6 months (Yes/No)
- Anticipated employment changes in next 6 months (Yes/No)
- Days and hours worked per week
- Additional earnings (bonuses, overtime, commissions) (Income Protection only)
Only required for Income Protection claims: Bank account/payment details
Once the above sections are completed on the online claims lodgement form, you'll be asked to sign a declaration. This section confirms that the information you’ve provided is truthful and complete.
By signing, you acknowledge that:
- You haven’t made any false or misleading statements.
- You understand that insurance fraud is a criminal offence.
- You’ve read and agreed to MetLife’s Privacy Policy and consent to the use of your personal and sensitive information.
- If you’re claiming on behalf of someone else, you confirm the answers are accurate.
Your signature, whether written, electronic, or verbal, makes this declaration legally valid.
These sections allow MetLife to collect the information needed to assess your claim:
- Authority 1: Lets MetLife request health information from your providers (excluding GP consultation notes), such as reports, hospital records, and test results.
- Authority 2: Grants access to your full GP records only if a requested report is delayed, incomplete, or inaccurate.
- Authority 3: Permits other parties, like insurers, government departments, financial advisers, and employers, to share relevant information about your claim history, benefits, or correspondence.
Each authority is valid while your claim is being assessed and can be signed electronically or verbally.
What happens next
Once you have completed the lodgement process, and your doctor and employer have provided the requested statements, your claim is assigned to a dedicated case manager.
We aim to make a decision as soon as possible, but it can take longer if we need more information, such as contact details or up-to-date medical records. We will reach out if we need anything more from you.
Once a decision has been made
Either MetLife or your superannuation fund will be in touch to let you know.
What happens during assessment
The purpose of Income Protection is to provide financial support while you’re off work due to unforeseen circumstances such as illness or injury. We will
- Verify your income and employment history
- Contact your employer and doctor for their statements
- Ask you to provide confirmation that you’re still off work
Getting back on your feet
If you’re considering returning to work, our Recovery Support service is here to support you. We can guide you through the options and provide practical tools and resources to help make the transition smoother. Book a call with a dedicated Recovery Specialist to learn more.
The purpose of TPD cover is to provide financial support until retirement if you’re permanently unable to work due to a serious illness or injury, in the form of a lump sum. We will:
- Request medical reports from your doctors
- Contact your employer and assess your employment history
Terminal Illness cover is there to support you and your loved ones during an incredibly difficult time. If you’ve been diagnosed with a terminal condition, we’re here to help ease the financial burden. To do this, we will:
- Request medical reports from your doctors confirming your diagnosis
- Contact your treating specialists for more information if needed
We understand that losing someone you love is an incredibly painful and difficult experience. This cover is here to provide financial support during this time, helping ease some of the burden so you can focus on what matters most. If you’ve made a claim on behalf of someone who has passed away:
- We may be in contact to verify next of kin
- We’ll check the policy and death certificate
- Your case manager will keep you updated through every step and provide support
We'll only contact you if we need additional information
If we need additional information, such as up-to-date records or additional forms of identification, we will contact you to process your claim as quickly as possible.
Available support
There are many reasons you may need additional support, such as living with a disability, experiencing family or domestic violence, or having difficulty accessing documents. Reach out to us to understand the ways we can support you if you need additional assistance.
If you’re experiencing vulnerability, family or domestic violence, or need extra care, we’re here to help.
If English isn’t your first language and you need support, you can use the free Translating and Interpreting Service.
If you’re First Nations, Aboriginal, or a Torres Strait Islander, we can support with documentation or the claims process.
If you have questions or need support at any time, please don’t hesitate to reach out to us on 1800 221 599 or email us at auclaims@metlife.com.
Other guides available for you
Click through the tabs below so you feel informed and ready to take the next step.
Discover the resources available while you’re on claim to help you recover and return to work.
I’m helping someone with a claim →
Guidance and resources if you’re supporting someone else through their claim.