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Make a superannuation claim

Use the forms on this page if you want to:

  • Access your superannuation benefits early due to permanent incapacity, terminal medical condition or severe financial hardship
  • Make a claim on life insurance held through your superannuation account
  • Claim a death benefit in relation to a member of the fund

Getting started

Start by calling Smart Choice Super customer services on 13 12 87

  • We'll help you choose a way to claim that suits your needs
  • We'll ask you a few questions to assist you in choosing how you would like to make a claim
  • Remember to have your super account details handy

There are three ways to make an insurance claim:

1. Online

Our secure online claims experience is available to members who wish to make a claim for Total & Permanent Disability (TPD), Terminal Illness or Income Protection insurance and is easy to access via your smartphone, tablet or computer. It guides you through the process from start to finish; whether it’s uploading documents, answering questions, explaining next steps, or accessing the complimentary wellness and recovery support programs.

Answer questions relevant to your claim only

Avoid the paperwork – you’ll only need to answer questions essential to your claim.

Save and come back later

Complete your claim application at your own pace.

Know where your claim is up to

Keep up to date with the progress of your claim.

2. Over the phone

Dedicated experts, personalised care

If you need extra support, we can put you in touch with a dedicated specialist claims consultant to make your claim. They’ll ask you some questions and explain what information we need from you to make a claim.

3. By post or email

If you prefer to make a claim by post or email, call us and we can send you the claim form to complete and return to us by post or email.

Our insurance claims process:

Our insurance claims process typically has six key steps and there are roles for us, the insurer and you.

 

Our six step insurance process

Make a claim

The insurer assesses your claim

We check your eligibility

We review the insurer's decision

We submit your claim to the insurer

You'll be provided with an outcome

ANZ Smart Choice Super

What do you need to do?

If you have any questions about how to complete your application or any general queries, please call us on 13 12 87 weekdays between 8.30 and 6.30pm (Sydney/Melbourne time) to reach one of our friendly contact centre staff.

If you wish to complete a rollover of your superannuation monies or make a lump sum withdrawal please call 13 12 87 to speak with a specialised consultant. These forms are not to be used and the consultant will advise you of your next steps.

Please contact 13 12 87 if the insurance through the superannuation account is with an insurer other than Zurich Australia Limited – you can find these details on your last annual statement.

 

Going through the loss of a loved one is very difficult and we are here to help you through this process. You may be eligible to the late members superannuation monies, you may also be entitled to insurance proceeds if the late member had Death Insurance cover through their superanuation account at the time of their death.

If you are unsure whether the member held insurance through their superannuation account, please complete the documentation listed below

What do you need to do?
In order for the Trustee to assess your claim, please complete and return to our office the following:

In addition, you will also need to provide:

  • Certified copy of the full Death Certificate (not an extract)
  • Certified copy of the late member’s Will (if applicable)
  • Certified copy of the deceased member’s identification
  • Certified copy of Grant of Probate or Letters of Administration (only if already obtained)
  • A listing of the estate’s assets and liabilities or a written statement as to the estate’s solvency
  • Certified copy of the identification of the nominated beneficiary/ies (Only if there is a nominated beneficiary)
  • Certified copy of the identification of the person claiming (Only if no nominated beneficiary or if nominee is estate)

Upon receipt of the requirements we will assess the appropriate beneficiary / beneficiaries to receive the late member’s superannuation monies. We will also forward your claim to the insurer who will assess if the insurance claim can be admitted, and will notify you if further information is required.

Going through the loss of a loved one is very difficult and we are here to help you through this process.

What do you need to do?
In order for the Trustee to assess your claim, please complete and return to our office the following:

In addition, you will also need to provide:

  • Certified copy of the full Death Certificate (not an extract)
  • Certified copy of the late member’s Will (if applicable)
  • Certified copy of the deceased member’s identification
  • Certified copy of Grant of Probate or Letters of Administration (only if already obtained)
  • A listing of the estate’s assets and liabilities or a written statement as to the estate’s solvency
  • Certified copy of the identification of the nominated beneficiary/ies (Only if there is a nominated beneficiary)
  • Certified copy of the identification of the person claiming (Only if no nominated beneficiary or if nominee is estate)

Upon receipt of the requirements we will assess the appropriate beneficiary / beneficiaries to receive the late member’s superannuation monies and will notify you if further information is required.

Total and Permanent Disablement is a type of insurance cover that supports you financially if you are unable to work ever again or unable to look after yourself ever again due to an injury or sickness.

You may be able to access the monies in your superannuation account if you are unlikely to work again in a role to which you are reasonably qualified by education, training or experience because of ill-health (physical or mental)

What do you need to do?
In order to make a claim on your Total and Permanent Disablement cover under the Permanent Incapacity condition of release the following documents are required:

In addition, you will also need to provide:

  • Certified copy of identification, such as full birth certificate, driver’s licence or passport

Upon receipt of the requirements we will assess whether the benefit can be released on the grounds of Permanent Incapacity and will notify you if further information is required. Once all of our requirements are met we will then forward your claim to the insurer who will assess if the insurance claim can be admitted.

You may be able to access the monies in your superannuation account if you are unlikely to work again in a role to which you are reasonably qualified by education, training or experience because of ill-health (physical or mental).

What do you need to do?
In order to make a claim to access your superannuation benefits under the Permanent Incapacity condition of release the following documents are required:

In addition, you will also need to provide:

  • Original certified copy of identification, such as a driver’s licence or passport

Upon receipt of the requirements we will assess whether the benefit can be released on the grounds of Permanent Incapacity and will notify you if further information is required.

We understand that this can be a very stressful time and we are here to make it as easy as possible for you. You can access the monies in your superannuation account if 2 doctors (one of whom is a specialist) have certified that your life expectancy is less than 24 months. You may also have Terminal Illness insurance included as part of your Death cover, depending upon the Insurer and the insurance arrangement. Where Terminal Illness insurance is provided, a claim can be made by some members on the insurance cover when your life expectancy is certified by doctors to be less than 24 months. For some members with an insurance arrangement negotiated by their employer (Tailored insurance)* a Terminal Illness benefit where the life expectancy is less than 12 months will apply. Tailored insurance arrangements are explained below.

If you're not sure about the insurance cover you hold, please call Customer Services on 13 12 87.

What do you need to do?
In order for the Trustee to assess your claim, we require the relevant forms and documentation to be completed and returned to us:

In addition, you will also need to provide:

  • Original certified copy of identification, such as a driver’s licence or passport

Upon receipt of the requirements we will assess whether the benefit can be released on the grounds of Terminal Illness and will notify you if further information is required. Once all of our requirements are met we will then forward your claim to the insurer who will assess if the claim can be admitted.

Members suffering from a terminal illness may be eligible to receive their benefit tax free. In order to qualify for the tax-free payment, the trustee requires certificates from two different medical practitioners (one of which must be a specialist) confirming the member is suffering from an illness which in the normal course would result in death within a period of 24 months.

* A Tailored insurance arrangement is one whereby your Employer has negotiated a specific insurance arrangement on your behalf, with either OnePath Life or another insurer, and may be different from the standard ‘Default’ insurance arrangement. If you are unsure of what type of cover you hold, please contact Customer Services on 13 12 87.

We understand that this can be a very stressful time and we are here to make it as easy as possible for you. You can access the monies in your superannuation account if 2 doctors (one of whom is a specialist) have certified that your life expectancy is less than 24 months.

What do you need to do?
In order for the Trustee to assess your claim, we require the following forms and documentation to be completed and returned to us:

In addition, you will also need to provide:

  • Original certified copy of identification, such as a driver’s licence or passport

Upon receipt of the requirements we will assess whether the benefit can be released on the grounds of Terminal Illness. We will notify you if further information is required.

Members suffering from a terminal illness may be eligible to receive their benefit tax free. In order to qualify for the tax-free payment, the trustee requires certificates from two different medical practitioners (one of which must be a specialist) confirming the member is suffering from an illness which in the normal course would result in death within a period of 24 months.

If you have Income Protection Insurance you may be eligible to receive insurance payments if you are temporarily unable to work due to a illness or injury.

What do you need to do?
In order for the Trustee to assess your claim, we will require the following documentation to be completed and sent to us:

In addition, you will also need to provide:

  • Certified copy of identification i.e. birth certificate, passport or driver’s licence
  • Confirmation of whether a Worker’s Compensation claim has been lodged. If so, please provide the contact details

Once these requirements are received we will continue with your request. Please note we may need to request further information from you.

If you are experiencing severe financial hardship you may be able to withdraw a lump sum of between $1,000 and $10,000 from your superannuation account. There are a number of criteria that must be met to ensure that you are entitled to claim please contact Smart Choice Super customer services on 13 12 87 weekdays between 8:30am and 6:30pm (Sydney/Melbourne time) to see if you’re entitled to claim.

For hardship assistance for other ANZ products, please visit Our Financial Hardship Support page.

Once these requirements are received we will continue with your request. Please note we may need to request further information from you.

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Important information

“ANZ Smart Choice Super” is a suite of products consisting of ANZ Smart Choice Super and Pension (PDF), ANZ Smart Choice Super for employers and their employees (PDF) and ANZ Smart Choice Super for QBE Management Services Pty Ltd and their employees (PDF). OnePath Custodians Pty Limited (ABN 12 008 508 496, AFSL 238346 RSE L0000673) (OPC) is the issuer of the ANZ Smart Choice Super suite of products. OPC is the trustee of the Retirement Portfolio Service (ABN 61 808 189 263, RSE R1000986) (RPS) and the ANZ Smart Choice Super suite of products are part of the RPS. You should consider obtaining financial advice before making any decisions based on the information. You should obtain a Product Disclosure Statement (PDS) relating to the relevant financial product and consider it before making any decision about whether to acquire or continue to hold the product. Target Market Determinations (TMDs) where required for relevant products have to be available for consideration by distributors/members. A copy of the PDS and TMD (where relevant) is available via the links above, and upon request by phoning 13 12 87 or by searching for the applicable product at www.anz.com.au/smartchoicesuper. The ANZ Smart Choice Super and Pension product is distributed by ANZ. We recommend that you read the ANZ Financial Services Guide (PDF), before deciding whether to acquire or continue to hold this product. View the ANZ Smart Choice Super and Pension Target Market Determination (PDF). ANZ Smart Choice Super for employers and their employees and ANZ Smart Choice Super for QBE Management Services Pty Ltd and their employees are MySuper compliant products issued pursuant to the latest PDS available at www.anz.com.au/smartchoicesuper. OPC is part of the Insignia Financial group of companies, comprising Insignia Financial Ltd ABN 49 100 103 722 and its related bodies corporate (Insignia Financial Group). The ANZ brand is a trademark of ANZ and is used by OPC under licence from ANZ. ANZ and the Insignia Financial group of companies (including OPC) are not related bodies corporate. ANZ does not stand behind or guarantee these products.

Before re-directing your super or moving your money into ANZ Smart Choice Super, you will need to consider whether there are any adverse consequences for you, including loss of benefits (e.g. insurance cover), investment options and performance, functionality, increase in investment risks and where your future employer contributions will be paid. 

This information is of a general nature and has been prepared without taking account of your personal needs, financial situation or objectives. Before acting on this information, you should consider whether the information is appropriate for you having regard to your personal needs, financial circumstances or objectives.

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