Fraud and scams


Fraudulent activities

When a life insurance policy is issued, the policy becomes a contract between the customer (you) and the insurer. You have a legal duty to take reasonable care not to make a misrepresentation to the insurer before the contract of insurance is entered. A misrepresentation is a false answer, an answer that is only partially true, or an answer which does not fairly reflect the truth.

You also have a legal duty to not make a claim fraudulently. This can include exaggerating a claim and falsifying supporting documents.

If you reasonably believe an MLC Life Insurance customer is committing acts of deception, exaggeration or falsifying a claim, you can report this activity to the MLC Anti-Fraud Team via the webform below or by calling us. You can choose to remain anonymous. This also applies to all third parties related to MLC Life Insurance such as advisers and suppliers.

Identity theft

What is identity theft and how can it affect your life insurance policy?

Identity theft occurs when someone steals your personal information to impersonate you, usually for financial gain. If a person steals your identity, they may be able to gain to unauthorised access to your policy and online portal. This could allow them to make changes and lodge fraudulent claims or payouts.

What can you do if you suspect your identity has been stolen?

If you suspect your identity has been stolen, take these immediate steps:

  1. Contact all your financial institutions. They will provide guidance on next steps and may need to block your accounts and cancel your debit or credit cards.
  2. Update all passwords for online banking, investments, superannuation, and insurance accounts. If the perpetrator has gained access to your MLC Life account, call us directly and we will guide you on the next steps.
  3. Contact IDCare (External link). Australia and New Zealand's national identity and cyber support service
  4. Report it to the police either in person or online.
  • How we can help you
    If your identity has been compromised, contact us immediately to take precautionary steps to protect your life insurance policy. Call us at 13 65 25 (or +61 2 9121 6500 from outside Australia) between 8.30am and 6pm (AEST/AEDT), Monday to Friday.
  • Tips to safeguard your personal information and prevent scams and identity theft

    For more information to help you spot or deal with a scam, here are some helpful links. Refer to our MLC Life Insurance Security page for more information:

    • Verify the authenticity of emails: Be cautious of emails with spelling errors or obscure email addresses. Ensure the sender is trustworthy before clicking any links.
    • Choose strong passwords: Select passwords that are easy for you to remember but hard for others to guess. Avoid sharing passwords or keeping them written down.
    • Be cautious with personal information: Verify the identity of individuals requesting personal information over the phone, text, or email.
    • Use antivirus software: Protect your devices with reputable antivirus software.
    • Secure physical documents: Keep identification documents in a safe place and shred or tear up documents containing personal information before disposal.
    • Regularly check statements: Monitor your bank, insurance, and superannuation statements for suspicious activity.
    • Be wary of pressure tactics: Be cautious of individuals pressuring you to provide personal information or make payments.
    • Exercise caution with remote access: Be wary of callers requesting remote access to your computer. If you are in doubt of a caller/company calling you, terminate the call and contact the company via alternate methods such as legitimate company phone number or email address.
    • Stay in touch with intermediaries: Stay in touch and update your intermediaries through which you obtained insurance such as your financial adviser or superannuation fund.

    NOTE: There might be circumstances where we will call you directly about your account. If you are receiving a call from MLC Life Insurance, it will be in relation to an ongoing activity related to your policy. If you do not feel comfortable taking the phone call, feel free to hang up and call us back on our number sourced independently through our website.


  • Additional resources

    For more information to help you spot or deal with a scam, here are some helpful links. Refer to our MLC Life Insurance Security page for more information  make a plan (for free) to limit the damage of identity theft.

    1. Services Australia's Scams and Identity Theft is the Australian Government page for resources and help.
    2. Cyber is the Australian Government page for reporting scams and identity theft to the police.
    3. Scamwatch is run by the National Anti-Scam Centre to collect reports about scams so they can warn others, educate the public, and take action to stop scams.
    4. Equifax provides credit ratings and identity monitoring services and can alert you if there is suspicious activity connected to your credit score or identity.