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Picture Book · Insurance

Making a claim, step by step

Story pages

A man in his fifties at home on a couch with his leg in a moon boot
Meet Dave. After an accident, he can't work for a while and needs to claim on his income protection.
The man on the phone at his kitchen table
Start with whoever you bought the policy through: the insurer, your adviser or broker, your super fund or your employer.
A neat pile of folders and envelopes on a table being sorted by the man's partner
Expect to provide medical reports, details of your work duties and hours, and payslips or tax returns.
A man in his fifties with a moon boot resting in a garden chair beside a stone sundial in the sun
Insurers generally decide income-related claims within 2 months, and other claims within 6 months.
The man's partner opening the front door to a friendly neighbour bringing a casserole
If you need urgent financial help during a claim, ask. The insurer may speed things up or make an advance payment.
The man walking again without the boot
Not happy with the decision? Complain to the insurer or fund first, then to AFCA if you can't agree.

The end

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General advice warning. This picture book is general information only. It does not take into account your objectives, financial situation or needs, and it is not personal advice. Rules and thresholds change. Before acting, consider whether it is right for you, read any relevant Product Disclosure Statement and our Financial Services Guide, and seek personal advice. Past performance is not a reliable indicator of future performance.

Information as at 27 October 2026. Sources:

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