Claiming a death benefit 

We understand that the loss of a loved one is an incredibly difficult time. As you navigate through this period of grief, we are here to support and guide you through the process of managing the practical aspects of your loved one's superannuation with compassion and respect.  

We aim to simplify the steps needed to claim a death benefit, ensuring that you can focus on what truly matters during this time. 

What is a death benefit? 

A death benefit includes the superannuation account balance of the deceased member and any applicable insurance benefits.  

This page explains the process for claims on Accumulation and Pension accounts. For information about the different process for Defined Benefit accounts, please contact us on 1800 444 396. 

Eligibility to claim 

Typically, death benefits are paid to: 

• The deceased member’s dependant(s); or 

• The legal personal representative of the deceased member's estate. 

If there are no valid dependents or legal personal representatives, the benefit may be paid to others, in accordance with the rules set out in the Fund Trust Deed and Australian Government legislation. 

Process for making a claim 

1. Contact us on 1800 444 396 
   To allow us to commence the process, we will need you to provide us with the deceased members full name, date of birth, date of death, member number or account number if known. 
   
   We will then ask you some additional questions so we can send you the Death Benefit Claim Form, which includes a guide on the claim process. 
   
   
2. Complete the claim form: 
   Fill out the Death Benefit Claim Form. As part of the application, you will need to provide certified copies of the following documents:  
   - A death certificate which includes cause of death (a certified copy of the coroner’s report is required if cause of death is not listed - on the death certificate). 
   - A Will (if applicable).  
   - Identification documents. 
   - Evidence of relationship or separation (e.g. marriage certificate).  
   - Evidence of financial dependency (if applicable).  
   - Birth certificate(s). 
   - Letters of Administration or Probate (if available).  
   
   Please use the checklist at the end of claim form to make sure you have included everything we require to promptly finalise the claim. 
   
   
3. Fund assessment: Upon receipt of the application and supporting documents, we will begin to assess the claim. If applicable, we will submit the insurance claim to the insurer to determine eligibility for these additional benefits. The claim decision, incorporating any applicable insurance benefits, is then ratified by the Trustee. 
   
   
4. Claim staking: In scenarios involving multiple claimants, a time period is provided for objections to be filed against our preliminary Trustee decision. 
   
   
5. Payment: Following approval and the resolution of any disputes, payments are made directly to the beneficiaries' bank accounts. 

Payment details 

Payments are made via Electronic Funds Transfer (EFT) within five business days after finalising the claim. If the deceased member had a reversionary beneficiary for a Pension account, the pension account is transferred into the name of the nominated reversionary beneficiary.  

How long will it take?  

We’ll try to finalise our decision as quickly as possible, however, the time to manage a claim varies depending on its it’s individual circumstances.  

Claims can take months to finalise, especially if no beneficiaries have been nominated by the deceased member, there are multiple claimants, delays in the provision of documentation, or objections received to the Trustee’s decisions. The process may also be extended if objections cannot be resolved to the satisfaction of all potential claimants and the decision is referred to the Australian Financial Complaints Authority (AFCA).  

Timely provision of the required information by all claimants generally facilitates a smooth claims management process. 

We’re here to help 

During a period of loss, we understand that navigating these steps can be both emotional and overwhelming. Our Claims Representatives are committed to supporting you through this process and are available to address any questions or concerns you may have at any stage. Once you receive your Death Benefit Claim Form, you will be assigned a dedicated case manager for the duration of the claim. 

For further details or to start a claim, contact us directly at 1800 444 396. We are here to support you during this challenging time.