>> Four easy steps… Where do I send my
ING Life Limited
Life Risk Claims
GPO Box 4148
Life Insurance claims
Your step-by-step guide
Life Insurance claims
We understand that
when you need to
1. Adviser or call our
Sydney NSW 2001 make a claim, it’s not
Claims Helpline How do I make a claim? always straightforward.
To make a claim contact your Adviser We would like to help
or call: make things easier.
2. forms we send you
1300 555 250
This material is current as at October 2004
but may be subject to change. It may not
we assess the be reproduced without prior permission of
ING Life Limited.
pay the insured
amount to you
A policy can only be taken out after completing
an Application Form contained in the Product
Disclosure Statement. To learn more about your
benefit, please refer to your Policy Schedule
and the Policy Terms.
ING Life Limited
ABN 33 009 657 176 This material is current as at October 2004
AFSL 238341 but may be subject to change. It may not
347 Kent Street be reproduced without prior permission of
Sydney NSW 2000 ING Life Limited.
>> making life easier >> >>
Follow these five steps: sum insured is less than $50,001, we will • For superannuation policies under Justice of the Peace, Notary, Commissioner
require a certified copy of the Will. ING Custodians Pty Limited of Affidavits, Solicitor, Accountant, Doctor,
Step 1 – Advising a claim Unless there is a current Binding Nomination Pharmacist, Police Officer or Bank Manager.
• For non-superannuation policies where the
of Beneficiary, ING Custodians Pty Limited
To make a claim contact your Adviser or call deceased life insured is also the policy owner Q Where can a copy of a Birth or Marriage
has a discretion to determine who will receive
our Claims Helpline on 1300 555 250. and there is no nominated beneficiary, if the Certificate be obtained?
a benefit and in what proportions. Where
sum insured is greater than $50,000, we will
• Quote the policy number as this will help us there is more than one claimant, it will obtain A If you were born or married in Australia,
require a certified copy of the Grant of Probate
to locate your policy details quickly. For privacy submissions from all claimants prior to making a copy may be obtained by application from
of the Will or Letters of Administration.
purposes you will need to give your name, a determination. the Registrar of Births, Deaths, and Marriages
your relationship to the life insured, the insured’s • For superannuation policies under ING Custodians in the State or Territory where the life insured
date of birth and address, together with such Pty Limited a certified copy of a Will is required Step 5 – When will payment be made? was born or married.
other information that may be required. if one has been made.
• For non-superannuation policies and Q What can be used as evidence of age
• Provide, where possible, the date of death, • The original policy document must be returned. superannuation policies under a Trust other if the life insured is born outside of
and brief details if known. than ING Custodians Pty Limited Australia?
Step 3 – What happens after lodging a claim?
• Within 24 hours of receiving the call, we will When we have fully completed our assessment A A certified copy of:
send the appropriate claim form, with a covering • Once we receive the completed claim form and determined that the terms of the policy have – an Australian Naturalisation or Citizenship
letter detailing our specific requirements, to and the initial documents requested, we will been met and as soon as practically possible, Certificate; or
the address notified by the caller. begin to assess the claim. a cheque, payable to the policy owner(s) or – a current Australian Passport; or
beneficiary(ies), will be posted in settlement – an Australian Permanent Resident’s Visa;
• In some cases we may require a report from
Step 2 – Completing and returning the of the claim. will be accepted.
the Health Insurance Commission on the
deceased’s Medicare and PBS history. • For superannuation policies under ING In addition, if available, a certified copy
The letter accompanying the claim form will Custodians Pty Limited of the full Birth Certificate from the country
• Once all the requirements have been met
detail the initial requirements to assess the claim. When we have fully completed our assessment of birth will be accepted.
and considered, a decision is made as to the
To commence the assessment of the claim, we and determined that the terms of the policy
approval of the claim. Q What is the original policy documents
require the following documents: have been met and as soon as practically possible
after the claim has been assessed by ING Life and why is it required?
• The fully completed claim form, as requested, Step 4 – Who receives the benefit to be paid?
Limited, it will be passed to the Trustee for A There is only one policy document which was
including signatures where indicated, of the Entitlement to a benefit is based on the whether determination as to whom and in what portions issued to you around the time you purchased
party legally entitled to claim the benefits. the policy is a non-superannuation policy (including the benefit will be paid. the policy. In addition to the policy document,
• A certified copy of the life insured’s full Birth business written under a Trust other than ING both the Policy Schedule and Memorandum
Certificate. A copy of the Marriage Certificate Custodians Pty Limited) or, a superannuation policy of Transfer must be included. They are required
is also required for married females. under ING Custodians Pty Limited.
Answers to commonly
as proof of the entitlement to the benefit
• A certified copy of the full Death Certificate • For non-superannuation policies
asked questions provided by the policy.
showing the Cause of Death. In some cases If the policy is owned by someone other than Q What is a certified copy?
where the death is referred to the Coroner, we the life insured or, a nominated beneficiary is
A This is a signed photocopy of an original
may also require a copy of the Coroner’s Report. in evidence, the benefit is payable to the policy
document. The person signing it must see the
owner or nominated beneficiary.
• For non-superannuation policies where the original and the photocopy. The photocopy
deceased life insured is also the policy owner If the policy is owned by the deceased life insured needs to be endorsed as being a copy of the
and there is no nominated beneficiary, if the and does not have a nominated beneficiary, the original document sighted, and signed by a
benefit is payable to the Estate of the deceased.