We’re here to support you through your claim
Insurance in North super is provided by external insurers but is overseen by us, which means we can be there to support you through the claims process.
Below is a breakdown of how to claim, and what the process is once your make a claim with us.
How to claim
There are three ways you can start the claims process. You can call, email or write to us.
Call:
1800 667 841, Monday to Friday
8:30am and 7pm (Sydney time)
Email: north_claims@amp.com.au
Mail: GPO Box 2915, Melbourne, VIC 3001
Alternatively, if you have a financial adviser listed on the account you may contact them directly and they will be able to act on behalf of you to lodge the claim with us.
What will happen next?
Once you make a claim with us, we'll take the following steps:
- We will send you a claims pack
We’ll send you a claims pack to fill out and return to us by email or post. - Your claims case manager will be in touch
If we need more information to process your claim, we’ll contact you within 5 business days from when we receive your initial claim form. Your claims case manager will be your dedicated North contact if you have any questions throughout the process.
If you contact us with any questions about your claim, we’ll get back as soon as possible, but within a maximum of 10 business days. - The insurer will assess your claim
Once we receive your completed documents, we’ll pass your claim onto the insurer within 5 business days, so it can be assessed.
Either the insurer or North will keep you informed about the progress of your claim at least every 20 business days.
You can also contact the insurer directly with any questions during this time.
The insurer may also contact you to request more information that’s relevant to your claim, like specific medical or occupational details. - Outcome of the claim
We will contact you to let you know the outcome of the claim and discuss the next steps.
Experiencing delays?
There can be delays if the insurer doesn’t have all the information they need to process your claim. For example, a life insurance claim can’t be processed until the insurer has the death certificate.
The insurer might be in touch if they need further information before continuing the process.
While a claim is being processed, you should receive an update at least every 20 business days.
If you’re not receiving these updates in a timely manner, please let us know and we can follow up for you.
Terminal illness
If you have been diagnosed with a terminal illness, we understand you'll have a lot to think about. We aim to make the claims process as simple as possible and we’ll be with you every step of the way.
What is terminal illness cover?
When you have terminal illness cover, you may be eligible to receive a lump sum payment if you become terminally ill.
Terminal illness cover is generally subject to a maximum cover amount. You can check your insurance cover in the Product Disclosure Statement, or by logging into North Online.
Your insurance Product Disclosure Statement will also tell you if a 12 or 24 month term applies. This may impact if you want to leave money in your super account to fund insurance until you are eligible under your insurance policy.
When can I claim?
If you have been diagnosed with a terminal illness, you can submit a claim for terminal illness benefit (if you have insurance), and/or any super account balance that you hold.
Generally, a maximum terminal illness cover limit applies, even if your death cover is higher. The limit that applies to you is detailed in your insurance Product Disclosure Statement.
Please note: Under superannuation law, the terminal illness test for releasing funds is 24 months which may be different to the operation of your insurance policy which is 12 months. Both will need to be approved before funds are released to you. Please see your insurance policy for terms and conditions.
What you’ll need to make a claim
To make a claim, the minimum information we’ll need from you includes:
- first name, middle name, last name
- membership number
- doctor’s certification of illness dates and,
- client and medical authority forms.
Your insurer will be in touch to get more information to help assess your claim.
Total and permanent disablement
If you have become so ill or injured that you’re unlikely to work in a suitable job again, we understand you'll have a lot to think about. We aim to make the claims process as simple as possible and we’ll be with you every step of the way.
What is total and permanent disablement cover?
Total and permanent disablement cover gives you a lump sum benefit if you become totally and permanently disabled and unlikely to work in a suitable job again.
Total and permanent disablement cover is paid in addition to your super account balance.
Am I eligible to receive my total and permanent disablement benefit?
You will also need to meet a condition of release to access your total and permanent disablement benefit and super.
If you’re eligible to receive a payout, you’ll get it as either a lump sum or an income stream via your super account.
When can I make a claim?
When you can make a claim will depend on the total and permanent disablement definition that applies to you. You can find details about your total and permanent disablement definition in your insurance Product Disclosure Statement.
Generally, you’ll have to wait 3 or 6 consecutive months from the last day you were at work before the illness or injury. The amount of time you have to wait will depend on your total and permanent disablement definition. You may be able to claim for some conditions straight away, which you can read about in your insurance Product Disclosure Statement.
What you’ll need to make a claim
The minimum information you’ll need to start a claims process, includes:
- first name, middle name, last name
- membership number
- the date you were considered totally and permanently disabled by your doctor
- the date you last performed the normal duties of your job
- the date you last worked in any capacity, and
- your occupation / industry.
The insurer will be in touch to request more information should they need it to assess the claim.
If you require specific information on your total and permanent disablement claim based on your circumstances, it is best to contact your insurer directly or your financial adviser.
Income protection
If you have become so ill or injured that to work in your current job temporarily, we understand you'll have a lot to think about. We aim to make the claims process as simple as possible and we’ll be with you every step of the way.
What is income protection cover?
Income protection covers you by paying regular instalments if you cannot work for a period of time due to illness or injury.
You’ll be paid directly into your nominated bank account. These payments don’t impact your superannuation benefits, as they’re classed as income and reportable to the Australian Taxation Office.
However, your income protection cover may include a Superannuation Contribution Benefit. If this is the case, your Superannuation Contribution Benefit will be paid into your super account. Whether you have a Superannuation Contribution Benefit, the amount will be in your insurance Product Disclosure Statement.
When can I make a claim?
Your income protection cover has a waiting period. The waiting period starts from the time you’re injured, or become sick, and can no longer work. You won’t get any payments during the waiting period. You can find details about waiting times in your insurance Product Disclosure Statement.
How long can I be on claim for?
Your income protection cover has a benefit period. This is the length of time that you’ll get income protection payments for. You can find details about benefit times in your personal policy schedule.
Will I get my full pre-disability income?
Whether you get a proportion of your pre-disability income, or an agreed value amount will depend on your insurance policy.
You can find the details of what applies to you in your personal policy schedule.
Do other sources of income impact my benefit payment?
If you get income from other sources while you’re paid a regular income protection benefit, then your income protection benefit may be reduced or offset.
You can find the details of what applies to you in your Product Disclosure Statement.
What you’ll need to lodge a claim
The minimum information you’ll need to start a claims process, includes:
- first name, middle name and last name
- north member number
- the date you were medically certified as unfit for work
- the date you last performed the normal duties of your job
- the date you last worked in any capacity, and
- details about your occupation and industry.
The insurer will be in touch to request more information should they need it to assess the claim.
What happens if I have more than one Income Protection policy?
Your benefit payments will be reduced by any other payments you receive – you won’t get paid twice as much.
Frequently asked questions
You can find out whether you have any insurance by logging into North Online. If you do have insurance in your account, the details will be provided there. You can also check your annual statement or speak to your financial adviser.
How long does it take for a claim to be processed?
It depends on the type of claim you’re making and your circumstances, here’s a general guide:
- Total and permanent disablement claims can take up to (but typically no longer than) 6 months.
- Income protection claims can take up to (but typically no longer than) 2 months.
- Life insurance claims that are simple (i.e., have a valid non-lapsing and binding beneficiary nomination) can take up to 3 months, more complex claims can take up to (but typically no longer than) 6 months after the death certificate is received.
You will be notified by us or the insurer if your claim will take longer to process.
Once the insurer approves your claim and notifies us, we will take 5 business days to pay you.
Why do you need more information after I’ve submitted my claim?
Sometimes the insurer needs additional information to assess your claim according to your circumstances. Your claims case manager will contact you to discuss what we need from you and why.
How can North help me with my claim?
As your super provider, we’re here to support you through the claims process. We’ll be with you every step of the way. That means we can act as a ‘go-between’ for you and the insurer.
Do you have any questions?
We’re here to help. If you have any questions or need support along the way, please reach out.
Important information
The information on this page has been provided by NMMT Limited ABN 42 058 835 573, AFSL 234653 (NMMT). It contains general advice only, does not take account of your personal objectives, financial situation or needs, and you should consider whether this information is appropriate for you before making any decisions. It’s important you consider your circumstances and read the relevant product disclosure statement (PDS), investor directed portfolio guide (IDPS Guide) and target market determination (TMD), available from northonline.com.au or by contacting the North Service Centre on 1800 667 841, before deciding what’s right for you.
Any tax and social security information is based on NMMT’s current understanding of the applicable legislation. Any tax information provided is not considered to be personal tax advice and cannot be relied on as such. Whilst all effort has been made to ensure the accuracy of the information supplied, NMMT and its related parties are not responsible for any errors or omissions and do not accept liability for loss or damage to the reader or any other person.
MyNorth and North Super and Pension are issued by N. M. Superannuation Proprietary Limited ABN 31 008 428 322, AFSL 234654 (N. M. Super) as trustee of the Wealth Personal Superannuation and Pension Fund ABN 92 381 911 598. NMMT is a service provider to NM Super of administration and other services.
You can read the Financial Services Guide online for more information, including the fees and benefits that companies related to NMMT, N. M. Super and their representatives may receive in relation to products and services provided. You can also ask us for a hard copy.
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All information on this website is subject to change without notice.