To discuss your claim options please contact our Claims Customer Care Team on 1300 125 246 between 8:30am to 6pm, (AEST/AEDT) Monday to Friday.

We’ll give you the option to lodge your claim over the phone or through our standard claim forms.

If you are claiming Involuntary Unemployment under one of the following policies NAB Credit Card Cover, NAB Mortgage Protect and NAB Personal Loan Cover, MLC EasyCover and MLC Debt Insurance, you can lodge your claim via our dedicated online claim form.

Email

If you have your case number, please include this in the subject of your email, as this will reduce the processing time for your request. Please ensure any email attachments are not password protected.

If your insurance is held with your employer or your super fund, please send your claim documents to:

• claims.group@mlcinsurance.com.au

For all other insurances please send your claim documents to:

• claims.retail@mlcinsurance.com.au

Post

You can post any claims documents to:

MLC Life Insurance
PO Box 23314
DOCKLANDS VIC 3008

Income Protection claims

We recommend your treating doctor’s report is completed by your regular General Practitioner (GP)

Critical Illness or Total and Permanent Disability claims (or where two reports are required)

We recommend your treating doctor’s report is completed by your regular GP and a practitioner that specialises in your medical condition.

Please note, we are unable to accept any treating doctors’ reports completed by a psychologist

Your waiting period begins on the day a medical practitioner certifies you unfit for work.

For more information about your policy and waiting period, please refer to the Product Disclosure Statement or contact our Claims Customer Care Team on 1300 125 246 between 8:30am to 6pm, (AEST/AEDT) Monday to Friday.

Once we receive the information we need to assess your claim, we’ll make an initial assessment within ten working days and contact you regularly to provide updates.

To assess your claim, amongst other things, we may need to:

• obtain additional medical information from your doctor or other health care providers
• arrange an independent medical examination to assess your disability and diagnosis
• appoint an external assessor to interview you and collect other information from you.

For Income Protection policies, we may also ask you to provide financial documents such as tax returns and accounts to support your claim.

We understand that waiting for a claim outcome can be stressful. We’re committed to providing updates on your claim’s progress at least every 20 business days, if not sooner.

You can help us assess your claim more quickly by providing the documentation we ask for promptly and accurately. If you have any questions or need assistance, please don't hesitate to contact us.

The claims process and our decision on your claim follow the terms and conditions of your policy. We'll explain why if we can't make a decision within two months on Income Protection claims or six months for Life, TPD and Critical Illness claims. Usually, this is because we're waiting for information.

The benefit amount we pay for your claim is determined by the sum insured in the Policy Schedule that applied when you first met the terms or definitions for the benefit to be paid. It’s not determined by when you lodge your claim. For TPD or Income Protection insurance, we typically pay the benefit after you meet the disability criteria or waiting periods outlined in your policy.

The time taken to assess a claim can vary depending on factors like the type of claim and the information available. However, the assessment time doesn’t impact the benefit amount.

For example, suppose you become totally and permanently disabled and meet the TPD definition. In that case, your benefit amount will be based on your sum insured at that time – regardless of when you lodge your claim or how long the assessment takes.

Income Protection

You’ll need to continue paying your Income Protection premiums while we assess your claim. However, you’re not required to pay Income Protection premiums while receiving benefits. Any premiums paid for the period for which benefits are payable will be refunded.

Lump sum payments for Life, Total and Permanent Disability (TPD) and Critical Illness claims

You’ll need to continue paying your premiums while we assess your claim. If we accept your claim, we’ll refund any premiums you’ve paid – from when you first met the claim definitions.

Any exclusions are set out in your Policy Schedule and policy document.

Income Protection

We’ll make a monthly payment into the bank account you’ve nominated. The first payment is one month in arrears after the waiting period has ended.

Critical Illness and Total and Permanent Disability (TPD)

We’ll make a lump sum payment into the bank account you’ve nominated.

Life

We usually pay the policy owner or the beneficiaries they nominated. If no beneficiaries are nominated and the policy owner has passed away, we pay the policy owner's estate.

Insurance in Super

If the insurance is held inside super, any benefit is payable to the trustee of the super fund. The trustee will usually authorise us to release the benefits so that we can pay the benefits directly to you. For self-managed super funds we’ll usually pay benefits to the trustee.

For death benefits, the trustee will determine who should receive the benefits, depending on whether you have made any nominations and the type of nomination you have made. If there is no valid nomination, the trustee will exercise its discretion to determine who should receive the benefit.

The tax you pay on insurance payouts depends on the type of cover and if the cover is inside super.

Life insurance payouts from Life, TPD, or Critical Illness cover held outside super are generally not taxable. That means you'll be unlikely to have to pay taxes on that money.

Where Life or TPD cover is held inside super, the tax treatment will depend on the relationship between you and the beneficiary who receives the payment, how the benefit is paid, and other circumstances.

Income Protection and Business Expenses payouts that replace a portion of your income will likely be taxable and should be included in your relevant tax return.

The rules relating to the taxation of benefits are complex. If you need clarification on whether your life insurance payout is taxable, it's best to consult a tax professional.

Yes. Call us on 13 65 25 from 8.30am to 6pm (AEST/AEDT), Monday to Friday to request a copy of the documents we used to assess your claim. We’ll send you a copy at no cost within 10 working days of your request.

If you are or have previously been on an Income Protection or Business Expense claim, you can request an email copy of your claim’s PAYG Payment Summary or Annual Benefit Payment Letter through our online request form. Please note – we can only issue a digital copy of your statement after the “Available by” date listed on taxtime.mlcinsurance.com.au

The easiest way to raise your concern is by calling us on 13 65 25 from 8.30am to 6pm (AEST/AEDT), Monday to Friday.

Or you can send an email to resolve@mlcinsurance.com.au, or a letter to:

The Complaint Manager
MLC Life Insurance Resolve
PO Box 23501
DOCKLANDS VIC 3008

Read more about our complaints process here.