Making your claims experience easier

The claims process for life and health insurance is quite different to general insurance and it’s important to have realistic expectations about how long things will take.

Our claims team is set up to ensure that customers are supported and fully informed throughout the process with clear case management and accountability. We understand that our customers are contacting us at a difficult time in their lives and we want to do everything we can to make things easier for them.

We also want to pay claims as quickly as possible, in fact it’s easier for us to pay a claim than decline it. But the process can be complicated and there is essential documentation that we need to gather, which can take time.

Where we are most likely to experience delays is in getting medical information from third parties. You can help to speed up the process by keeping detailed medical and specialist notes, including referrals, together so you have access to them when you need them.

Early notification is key to helping the process along. The earlier you make contact with your insurer, the quicker things can get started. Disability Income claims are a good example. We can start providing proactive rehabilitation that allows clients to return to work sooner than expected. This can occur before a benefit payment is made.

If you have an adviser they can make the process much easier for you at claim time. If you give full consent when you lodge your claim, your adviser can manage the process on your behalf. Their understanding of the process can make a huge difference during a difficult time. They can also regularly review your insurance with you and help you understand exactly what you are covered for.

Here are my top tips to improve your claims process:

  • Notify us as quickly as possible so we can get started.
  • Talk to your adviser about the benefits of joint ownership on your life policy.
  • Keep copies of your medical notes and referrals.
  • Regularly review your policies and understand what you are covered for.
  • Build a relationship with an adviser to set up and manage your policies.
  • Understand that information gathering at time of claim can take time and we’re working as hard as we can to pay your claim.

Be bold for change

International Women’s Day is about acknowledging the progress we have made toward achieving equality as well as focusing on the future.

In the spirit of this year’s theme we invited five inspiring female leaders to share with us what ‘Being Bold for Change’ means to them.

Cherise Barrie, Sovereign Chief Financial Officer

“I encourage every woman to believe they can have it all – and have it all at the same time. It’s hard but I’m doing it myself. We all make different choices about our destination, there is no right or wrong as to where the destination is.”

 Sharron-Moana Botica, Sovereign Chief Customer Officer

“In 2009, I was the only woman on Sovereign’s leadership team and there was a significant pay gap. I was the noise at the table who would consistently say – that’s not good enough. It didn’t always make me popular but that’s ok, it needed to be done. My war wounds made me stronger. I’m proud to say that Sovereign has now achieved gender balance across all levels of the organisation and closed the gender pay gap. In fact last year we were recognised as a gold finalist at the YWCA Pay awards.”

Brianna Hill, Youthline Marketing and Information Services Manager

“Being bold is making lots of little decisions every day that add up.”

“It is important the young men and women I work with understand and hear that I am comfortable and confident in my own skin, that visibility might help them be comfortable in theirs.”

 Nicola Smith, healthy living expert and director of

“We have a lot of information thrown at us all of the time and we can get paralysed. You’ve got to come back to basics. Being bold could be putting yourself first. You will boost your confidence when you balance your wellbeing – make small changes that build overall wellness.”

Clare O’Higgins, Look Good Feel Better CEO

“Look Good Feel Better exists to provide a wonderful, non-medical day for women who are undergoing treatment for cancer. These are women who just want to feel normal and it’s our job to make it the best day ever. So, for me it is simple – I need to be bold for them.”

“The charity sector is heavily female orientated – so we actively seek diversity of voices from husbands, brothers and other family members. If you only ever hear one voice you could miss an opportunity. You need to be bold and face your fear of what others might say.”