Life Insurance Claims

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					>>   Four easy steps…                                                       Where do I send my
                                                                            claim documents?

                                                                            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
                     contact your
      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.
                     complete the
      2.             forms we send you
                                                                            Claims Helpline
                                                                            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

      3.             claim
                                                                            ING Life Limited.




      4.
                     on successful
                     assessment we
                     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
                                                                                                                                    L0137/1004




                                                       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
claim form
                                                           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.