About Us > Frequently Asked Questions
- What to do when you need to make an Income Protection Claim.
- What to do when you need to make a total & Permanent Disability Claim
- What to do when you need to make a Death Claim
- What to do when you need to make a Trauma or Critical Illness Claim
- The Policy Review Procedure
1. What to do when you need to make an Income Protection Claim. |
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| Step 1: | If you are sick or hurt see your usual GP as soon as possible. The waiting period starts from the date of this first visit. If your doctor instructs you to take time off for what ever reason then …. |
| Step 2 | Call Susan or your consultant at Austplan and we will order the necessary forms for your completion. |
| Step 3 | Complete the forms when you receive them as soon as possible. Call either Susan or your consultant if you have any difficulty at all with any of the questions or if you are unsure of the answers in any way. Either Susan or your consultant can visit with you that day to help you complete the paperwork. |
| Step 4 | Mail the forms immediately to the Claims Department as indicated on the forms. Your Claims Advisor will then contact your doctor in writing immediately for a comprehensive report on your health. Once the report is with the underwriter the claim should be processed within 10 working days providing no further information is required. You should expect to receive your cheque immediately the claim is honoured. |
| Step 5 | If you experience any hold up in the process, call us. |
2. What to do when you need to make a total & Permanent Disability Claim |
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| Step 1: | If your doctor or medical specialist diagnoses you with an illness or medical condition, which could prevent you from ever returning to work, again then you must immediately contact Susan or your consultant. The necessary forms will be ordered for your completion. |
| Step 2 | When you receive the forms, complete them as soon as possible. If you have any difficulty at all with any of the questions or are unsure of the answers, call either Susan or your consultant. They can visit with you that day to help you complete the paperwork. |
| Step 3 | Mail the forms immediately to the Claims Department as indicated on the forms. A Claims Co-ordinator will be assigned to your case and they will then contact your doctor in writing for a comprehensive report on your health. Once the report is with the underwriter the claim should be processed within 10 working days. Providing no further information is required and the claim is honoured then you should expect to receive your cheque immediately. |
| Step 4 | If you experience any hold up in the process, call us because we want to make the process as stress free as possible for you. |
3. What to do when you need to make a Death Claim |
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| Step 1: | In the event of your death a family member or beneficiary should contact either Susan or your Consultant at Austplan. |
| Step 2 | We will help complete the necessary forms with this person. |
| Step 3 | Step 3 The forms and other supporting documentation should be mailed immediately to the Claims Department as indicated on the forms. Once the documentation is with the underwriter the claim should be processed within 10 working days. The cheque should be sent immediately. |
| Step 4 | If there is any hold up in the process then the family member or beneficiary should call us because we want to make the process as stress free as possible for your family. |
4. What to do when you need to make a Trauma or Critical Illness Claim |
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| Step 1: | If your doctor or medical specialist diagnoses you with a Critical Illness or medical condition, which you feel could be one of those listed under your Critical Illness or Trauma policy, then you must immediately contact either Susan or your consultant. The necessary forms will be ordered for your completion. |
| Step 2 | When you receive the forms complete them as soon as possible. If you have any difficulty at all with any of the questions or are unsure of the answers, call either Susan or your consultant. They can visit with you that day to help you complete the paperwork. |
| Step 3 | Mail the forms immediately to the Claims Department as indicated on the forms. A Claims Co-ordinator will be assigned to you and they will then make contact your doctor in writing for a comprehensive report on your health. Once the report is with the Claims Underwriter the claim should be processed within 10 working days. Providing no further information is required and the claim is honoured then you should expect to receive your cheque immediately. |
| Step 4 | If you experience any hold up in the process, call us because we can help make the process as stress free as possible for you. |
5. The Policy Review Procedure |
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| Step 1: | Once your cover has been in place you should receive a call from our Marketing Manager to confirm that there have been no problems or errors. Essentially this is a “how’s things” call. Any issues that have arisen should be discussed at this time. |
| Step 2 | If there have been no problems, and no changes need to be made then you receive your personalised Insurance Portfolio Folder. |
| Step 3 | The next contact occurs when your portfolio has been in place for 12 months. The reason that we feel that regular contact is important is because; operating a business as you do can mean that things can change fairly quickly. These changes could impact on your portfolio and it is essential that any changes be made promptly. This contact will take the form of initially a phone call from our Marketing Manager inviting you to review your situation with your advisor. If you feel that this would be an advantage to you then an appointment will be made for you to meet with them. |
| Step 4 | The next contact will be in 12 months time and will be in the form of a meeting with your advisor if you feel that this would be useful to you. The reason? Again because things change quickly and you and your business are important to us. At this time a full annual review is done with your consultant either at your home or office or at our offices at a mutually convenient time. The review format is one where a number of issues are addressed and questions as to your personal and corporate circumstances are investigated using a full need analysis. |
| Step 5 | The same process occurs on an ongoing basis unless otherwise instructed. |
