Life insurance claims

Taking the stress out of the claims process

Illness, injury or loss of life can be a devastating event. AMP Life is there to help you and your family pick up the pieces with financial support.

We know that claims always happen at a stressful and emotional time. So, we’ve put together some information about our claims process to make it as easy as possible.

Step 1. Contact us

Get in touch with us as soon you can, in the way that’s easiest for you. You can:

Who should make the claim?

You should make the claim if you’re covered for:

  • TPD (Total and Permanent Disablement)
  • Terminal illness
  • Trauma cover
  • Income Protection.

Your nominated beneficiary (usually a family member) can claim your life cover if you pass away.

Step 2: We'll match you with a dedicated claims assessor

Our Claims Support Team will match you with a dedicated claims assessor – a team member who’ll be your point of contact throughout the whole claims process. 

Having one point of contact makes claiming easier and less stressful for you or family.

To make the process as quick and smooth as possible, tell your claims assessor everything they need to know. They may also need documents such as:

  • Statements from your doctor and other medical specialists
  • Release forms allowing them to access your Medicare records
  • A death certificate and a beneficiary’s proof of identity – if they are claiming on your life cover.

Step 3: We offer more than money.

As well as supporting you through the claims process and paying your benefit, our Claims Support Team can help you and your family get back on track in many other ways.

For example, if you’ve made an income protection claim we may be able help you with rehabilitation and work with your employer on a return-to-work program. In some cases, we may even provide healthy food delivery services or cab charges to help you stay independent and take good care of yourself while you’re recovering.

We're helping customers in tough times

In 2019, AMP Life paid and supported claims to over 10,400 customers, helping them get back on their feet. During this time, we paid out a total of $1.1 billion – that’s about $3.1 million every day.

Here are the top claims made by our members in 2019:1

Top seven claims for men  Top seven claims for women
20% Musculoskeletal 23% Mental health disorders
17% Mental health disorders 15% Musculoskeletal
11% Accidents/injuries 10% Cancer – breast
10% Cancer - Other 10% Nervous system disease
9% Heart attack, stroke and other circulatory diseases 10% Cancer - other
8% Nervous system disease 7% Accidents/injuries
 5% Fractures  5% Other


1Figures based on AMP claims paid during 2019.

Example

Kevin, 52, is married with two teenage children. For the last 10 years, he’s worked as a plumber with a plumbing franchise. While at work one day, Kevin suffered a major heart attack. Fortunately, his colleagues acted quickly, performing CPR while waiting for an ambulance to arrive.

As a result of his heart attack, Kevin had to undergo a coronary artery bypass. This meant he had to take months off work to fully recover.

Thankfully, Kevin had trauma insurance which he’d renewed earlier that year. He successfully claimed on this cover, receiving a lump sum of $125,000. This payment allowed him to focus on his recovery and not worry about bills or financially supporting his family.

Kevin’s AMP Life Claims Support Team helped him further by finding him a good rehabilitation program, which supported him to get healthy and make positive lifestyle changes. They worked with his employer with a return-to-work program that allowed him to slowly get back into work after he’d recovered.

Please note this example is illustrative only and is not an estimate of the insured amount you will receive or fees and costs you will incur. This example is based on the following assumptions (a) the cover amount remains the same throughout the period and the policy is not cancelled or suspended and (b) No waiting period applies to the policy.

Find out more:

If you have any questions about your insurance:

Important information

Any advice and information on this website is general in nature and is provided by AMP Life Limited ABN 84 079 300 379 (‘AMP Life’), which is part of the Resolution Life group. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters.

AMP Elevate insurance is jointly issued by Equity Trustees Superannuation Limited (ETSL) ABN 50 055 641 757 (trustee) as trustee for the National Mutual Retirement Fund  and AMP Life.

AMP Limited ABN 49 079 354 519 has sold AMP Life to the Resolution Life group whilst retaining a minority economic interest. AMP Limited has no day-to-day involvement in the management of AMP Life whose products and services are not affiliated with or guaranteed by AMP Limited. AMP Limited is not liable for products issued by AMP Life or any statements or representations made in the PDS or policy documents for those products. “AMP”, “AMP Life” and any other AMP trademarks are used by AMP Life under licence from AMP Limited. AMP Life is part of the Resolution Life group and can be contacted on 133 731 or via the contact us page. If you decide to purchase or vary a financial product, AMP Life and/or other companies within the Resolution Life group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.

All information on this website is subject to change without notice.

Life Insurance Code of Practice

The Life Insurance Code of Practice is issued by the Financial Services Council (FSC) and sets out the life insurance industry’s commitment to high customer service standards, consistency and principles of conduct.

As a member of the FSC, AMP supports the Life Insurance Code of Practice. You can find more information here.