How to make a claim

Making an insurance claim can be daunting, that’s why our claims team do everything they can to support you every step of the way.

It’s easy to make a claim, just follow the steps below.

Step 1: Contact us

Call us on 1300 551 431 Monday to Friday 8.00am to 6.30pm (Sydney time). It’s important to contact us as soon as you can and let us know what has happened to prompt your claim.

For selected Income Protection and Living Insurance claims we may be able to assess your claim over the phone, without the need to fill in any forms. All you may need to do is provide relevant medical information and/or a medical certificate.

If we cannot assess your claim over the phone, you will be assigned a dedicated Claims Consultant, who will provide support throughout your claim.

We may ask questions to understand the type of claim that you need to make and to ensure that we provide you with the correct information.

If you have a financial adviser or planner and would like them to be involved in your claim, we will let them know that you need to make a claim on your policy.

Step 2: Complete our claims kit

If we can't resolve your claim over the phone, we will send you a claims kit. This contains important forms for you to complete as well as helpful information about making a claim.

If you require assistance providing these initial supporting documents and information to make a claim, please contact us on 1300 551 431.

Depending on the type of claim that you are making, some forms may need to be completed by a medical or finance professional. Make sure that you read the forms carefully as they may ask you to attach additional information, for example a copy of any medical reports or test results that you may hold.

Once you have completed the forms and collected any additional information required, return the completed documents to:

Email - Lifeclaims@westpac.com.au

Post – Westpac Life Insurance Claims, GPO Box 524, Sydney NSW 2001

Step 3: Claim assessment

Your Claims Consultant will review all the information you have provided and make an initial assessment of your claim. They will then call you to discuss the assessment and let you know if further information is required, including why it is necessary, for the assessment of your claim.

We will send you a letter to confirm the details of your claim and provide you with the contact details of your Claims Consultant who will keep you updated through the assessment of your claim.

Step 4: Claim decision

Once your claim has been approved, we'll arrange your payment by a direct deposit or cheque. We'll call you to confirm that your payment has been processed.

Claims payments can often be very large lump sums. If you have a financial adviser, you may wish to discuss the best way to use your payment.

If your claim is for an Income Protection benefit, your Claims Consultant will contact you each month to assess the ongoing payments.

More information

If you would like more detailed information, visit understanding claims and claiming. Please note when visiting this website page, you will be redirected to the BT website.