Make a claim

We pride ourselves on paying claims quickly and efficiently. That’s why we have dedicated claims consultants who can help you or your family right through the claims process.

To make a claim, you or your family member can call us on 1300 551 044.  We’ll explain all the details we need to assess the claim.

To see some facts, figures and testimonials with respect to our client claims service, please click here.

What you can expect

As a guide, the claims process generally works like this:

Step 1. A claim form will need to be completed

These forms vary in detail depending on the type of claim. We’ll provide a claim form for completion to either yourself in the event of a Disability or Trauma claim, or to your family representative in the event of a Death claim. We’ll also provide details regarding any additional documentation we will need to assess the claim. These details also vary depending on the type of claim. For example, for Income Protection insurance claims, we will require medical evidence to confirm your condition and also financial details so we can confirm your Pre-Disability Income.

The sooner we receive all the details we need, the sooner we can assess and pay a claim.

Step 2. We assess the claim

We’ll review the claim form and other documentation to ensure the eligibility for a claim payment under the terms of the policy. How long this takes depends on the type of claim and the circumstances involved, but we always endeavour to make this process as efficient as possible.

Our team will always keep either yourself or your family representative updated on the progress of the claim and we will always make immediate contact if we need any additional information.

Step 3. We confirm the outcome 

When each claim has been fully assessed and approved, we ensure payments are made quickly. We generally pay claims directly into a designated account (either your own account for Disability or Trauma claims, or the account confirmed by your family or Estate representative in the event of a death claim). All claims are paid in Australian dollars.

Thank you very much for approving my claim.

(Claim paid in September 2016)

With all the hard luck stories about Insurance companies dragging out claims, my fears were allayed with NobleOak with my claim being paid out within 5 weeks of submission. Thank you NobleOak.

(Claim paid in September 2016)

Working with the NobleOak claims department has been exceptionally easy, as the claim was paid very fast and the communication between myself and the claims manager was seamless.

(Claim paid in May 2016)

  Contact us

      Our Claims team can be contacted as follows:

      Telephone: 1300 551 044 or

      Email:[email protected]

Our claims philosophy

NobleOak’s claims philosophy is built on our fundamental desire to “Be Noble” at all times, and do the right thing by our clients and members.  We genuinely put you first.

We always do our best to facilitate a claim request quickly, efficiently and with empathy.  We never intentionally frustrate or lengthen the claims process and don’t hide behind small print when it comes to paying claims.

As a client of NobleOak, you can be comforted knowing you have fully underwritten cover.  This generally means a faster claims process with more certainty.  Your dedicated claims consultant will help you along the way.

Frequently Asked Questions

How long will my claim take to pay?

We always aim to make payment within 5 business days of all claims being approved. The length of time required to approve any claim depends on how quickly we receive all the required details, including the completed claim form and all additional documentation.

What information is required for a Life insurance claim?

To make a Life insurance claim we will need certified copies of the Death Certificate, Birth Certificate, and a copy of the Will and Grant of Probate.

In some cases, further medical investigation may be required (ie. to validate the health and lifestyle information which was disclosed when the Life insurance was originally applied for) before the claim can be approved. This can delay the process depending on how quickly the additional medical reports can be obtained from the relevant doctors.

Our Life insurance also includes a $15,000 Funeral Advance benefit. This means we will quickly advance $15,000 to the Estate on the notification and evidence of death to help with funeral arrangements while the claim is being processed.

Who pays the costs associated with making a claim?

In the case of Disability or Trauma claims, any expenses incurred which involves travel to attend any required medical examinations, or to undergo appropriate medical treatment which assists in substantiating your claim are to be paid by yourself. If we decide to seek any additional medical evidence, we will cover those costs.

Will NobleOak contact my doctors?

In some circumstances it may be necessary for us to contact the Medical Practitioners you consulted prior to the commencement date of your cover to verify the information disclosed when you originally applied for the cover. In these circumstances, we will obtain permission either from yourself or your family or Estate representative, to approach these Medical Practitioners.

If there are material differences between the medical history we obtain at the time of the claim, and what was disclosed to us at the time of original application, NobleOak reserves the right to review any claim in accordance with the Benefit Fund Rules, regardless of whether those differences are related to the cause of claim. This could mean that a claim is fully paid, partially paid or, on very rare occasions, possibly denied altogether.

NobleOak pays all genuine claims. As long as there was full and accurate disclosure of all information at the time of original application, you can rest assured that any claim in the future will be paid quickly and in accordance with the terms and conditions outlined in the NobleOak PDS.

Are there any pre-existing condition exclusions in my NobleOak policy that could be applied at claim time?

No – all NobleOak applications are fully underwritten at the time you take out the cover. As long as you fully and correctly disclose your medical history and all other details in the application, any claim will be assessed based on this information and processed efficiently.

Apart from the industry standard 13 month suicide exclusion, there are no other built-in exclusions in NobleOak’s Life insurance cover.

If any Special Acceptance Terms were imposed at the time of the original assessment of the cover, these would have been formally agreed and signed off by you, prior to us issuing your cover.

How do offsets work on Income Protection insurance payments?

Where Income Protection insurance claims are involved, we may reduce the monthly benefit payable if you receive money from other sources for loss of income in respect of your sickness or injury. These include:

  • Sick leave
  • Social security
  • Workers’ compensation
  • Motor accident claim or any claim made under any similar state or federal legislation.
  • Other insurance or regular payments from a superannuation/pension plan that provide monthly income payments due to sickness or injury.

We will only reduce the monthly benefit payable if the total of the NobleOak monthly benefits and any other payments made exceed 75% of your pre-disablement income.

Other considerations:

  • Any lump sum Total and Permanent Disablement (TPD) Benefit, Trauma Benefit or Terminal Illness Benefit will not be offset against the Income Protection monthly benefit payments.
  • If you receive a lump sum payment from another source, we will convert this amount to a monthly payment calculated over 60 months when calculating an offset.
  • If an eligible workers’ compensation entitlement is in dispute, we will pay the full Income Protection monthly benefit on a conditional basis until the dispute is resolved. If you subsequently become entitled to the worker’s compensation benefits, you will need to repay that part of the monthly benefits that would not have otherwise been paid.

How do I know NobleOak will be around when it’s time to claim?

Like every other Life insurer in Australia, NobleOak is regulated by APRA (the Australian Prudential Regulatory Authority) and is subject to stringent capital and reserving requirements to protect all our members. This ensures we remain stable and also able to pay out all claims.

We are one of Australia’s most established insurers, having operated in Australia since 1877. Our products are also backed by a top 3 global reinsurer, Hannover Life Re, which provides you with additional security and peace of mind.

In general, do Life insurers pay claims or try to get out of them?

Contrary to some people’s beliefs, all Life insurers pay genuine claims as quickly as possible. In the year ending March 2016, Life insurers in Australia paid a total of $7.75 billion in death and disability claims. This is the equivalent of around $150 million per week^.

NobleOak is proud of our record of paying all past genuine claims quickly and efficiently, and this remains our priority into the future.

^ Quarterly Life Insurance Performance, March 2016 – Australian Prudential Regulation Authority