This is how it works
Income Protection Cover provides a monthly benefit if you are sick or injured and can’t work because of this.
To claim, you must have ceased work due to your illness or injury.
Choose your claim type:
Submit a claim
1. HESTA insurance specialists reassess the Insurer's decision with a complete and independent review of the claim.
The Insurer will advise HESTA the claim has not been approved and will provide all evidence relied upon in assessing your claim to HESTA for an independent review.
HESTA insurance specialists will then conduct an independent review of the claim through HESTA's formal Claims Review Committee. The Committee will thoroughly review the reasons provided by the Insurer and will make an independent assessment of the reasonableness of the Insurer's decision, taking into account your individual circumstances, the thoroughness of the evidence provided and your ability to return to work.
2. If HESTA disagrees with the Insurer's decision, HESTA insurance specialists will dispute the decision directly with the Insurer on your behalf.
HESTA will refer the claim back to the Insurer for further consideration until we are satisfied with the Insurer's decision.
3. Once a decision is reached, you will be advised directly of the outcome of the claim.
If HESTA successfully challenges the Insurer's decision and the claim is approved, the Insurer will advise you of this and your benefit payment will commence.
If HESTA agrees with the Insurer's decision to decline the claim, HESTA will advise you directly and explain the reasons the claim was declined. If you are not happy with our decision you can lodge a written complaint with HESTA.
1. To lodge a complaint, contact us at:
Email:
Attention: Complaints Officer
hesta@hesta.com.au
Mail:
Complaints Officer
HESTA
Locked Bag 5136
Parramatta NSW 2124
Phone:
1800 813 327
2. If you are not satisfied with our response, you can access external dispute resolution:
Australian Financial Complaints Authority (AFCA)
AFCA is an independent body that may be able to assist you to resolve your complaint. This service is provided free of charge.
Australian Financial Complaints Authority
GPO Box
MELBOURNE VIC 3001
1800 931 678
www.afca.org.au
info@afca.org.au
Learn more about making a complaint here.
Claim assessed
Claim approved
Claim submitted
Claim assessed
Claim approved
1. HESTA insurance specialists reassess the Insurer's decision with a complete and independent review of the claim.
The Insurer will advise HESTA the claim has not been approved and will provide all evidence relied upon in assessing your claim to HESTA for an independent review.
HESTA insurance specialists will then conduct an independent review of the claim through HESTA's formal Claims Review Committee. The Committee will thoroughly review the reasons provided by the Insurer and will make an independent assessment of the reasonableness of the Insurer's decision, taking into account your individual circumstances, the thoroughness of the evidence provided and your ability to return to work.
2. If HESTA disagrees with the Insurer's decision, HESTA insurance specialists will dispute the decision directly with the Insurer on your behalf.
HESTA will refer the claim back to the Insurer for further consideration until we are satisfied with the Insurer's decision.
3. Once a decision is reached, you will be advised directly of the outcome of the claim.
If HESTA successfully challenges the Insurer's decision and the claim is approved, the Insurer will advise you of this and your benefit payment will commence.
If HESTA agrees with the Insurer's decision to decline the claim, HESTA will advise you directly and explain the reasons the claim was declined. If you are not happy with our decision you can lodge a written complaint with HESTA. If you're not satisfied with the response, you can lodge a complaint.
1. To lodge a complaint, contact us at:
Email:
Attention: Complaints Officer
hesta@hesta.com.au
Mail:
Complaints Officer
HESTA
Locked Bag 5136
Parramatta NSW 2124
Phone:
1800 813 327
2. If you are not satisfied with our response, you can access external dispute resolution:
Australian Financial Complaints Authority (AFCA)
AFCA is an independent body that may be able to assist you to resolve your complaint. This service is provided free of charge.
Australian Financial Complaints Authority
GPO Box
MELBOURNE VIC 3001
1800 931 678
www.afca.org.au
info@afca.org.au
Learn more about making a complaint here
Claim submitted
Claim assessed
Claim approved
1. HESTA insurance specialists reassess the Insurer's decision with a complete and independent review of the claim.
The Insurer will advise HESTA the claim has not been approved and will provide all evidence relied upon in assessing your claim to HESTA for an independent review.
HESTA insurance specialists will then conduct an independent review of the claim through HESTA's formal Claims Review Committee. The Committee will thoroughly review the reasons provided by the Insurer and will make an independent assessment of the reasonableness of the Insurer's decision, taking into account your individual circumstances, the thoroughness of the evidence provided and your ability to return to work.
2. If HESTA disagrees with the Insurer's decision, HESTA insurance specialists will dispute the decision directly with the Insurer on your behalf.
HESTA will refer the claim back to the Insurer for further consideration until we are satisfied with the Insurer's decision.
3. Once a decision is reached, you will be advised directly of the outcome of the claim.
If HESTA successfully challenges the Insurer's decision and the claim is approved, the Insurer will advise you of this and your benefit payment will commence.
If HESTA agrees with the Insurer's decision to decline the claim, HESTA will advise you directly and explain the reasons the claim was declined. If you are not happy with our decision you can lodge a written complaint with HESTA. If you're not satisfied with the response, you can lodge a complaint.
1. To lodge a complaint, contact us at:
Email:
Attention: Complaints Officer
hesta@hesta.com.au
Mail:
Complaints Officer
HESTA
Locked Bag 5136
Parramatta NSW 2124
Phone:
1800 813 327
2. If you are not satisfied with our response, you can access external dispute resolution:
Australian Financial Complaints Authority (AFCA)
AFCA is an independent body that may be able to assist you to resolve your complaint. This service is provided free of charge.
Australian Financial Complaints Authority
GPO Box
MELBOURNE VIC 3001
1800 931 678
www.afca.org.au
info@afca.org.au
Learn more about making a complaint here
Submit a claim
Claim assessed
Claim approved
1. HESTA insurance specialists reassess the Insurer's decision with a complete and independent review of the claim.
The Insurer will advise HESTA the claim has not been approved and will provide all evidence relied upon in assessing your claim to HESTA for an independent review.
HESTA insurance specialists will then conduct an independent review of the claim through HESTA's formal Claims Review Committee. The Committee will thoroughly review the reasons provided by the Insurer and will make an independent assessment of the reasonableness of the Insurer's decision, taking into account your individual circumstances, the thoroughness of the evidence provided and your ability to return to work.
2. If HESTA disagrees with the Insurer's decision, HESTA insurance specialists will dispute the decision directly with the Insurer on your behalf.
HESTA will refer the claim back to the Insurer for further consideration until we are satisfied with the Insurer's decision.
3. Once a decision is reached, you will be advised directly of the outcome of the claim.
If HESTA successfully challenges the Insurer's decision and the claim is approved, the Insurer will advise you of this and your benefit payment will commence.
If HESTA agrees with the Insurer's decision to decline the claim, HESTA will advise you directly and explain the reasons the claim was declined. If you are not happy with our decision you can lodge a written complaint with HESTA. If you're not satisfied with the response, you can lodge a complaint.
1. To lodge a complaint, contact us at:
Email:
Attention: Complaints Officer
hesta@hesta.com.au
Mail:
Complaints Officer
HESTA
Locked Bag 5136
Parramatta NSW 2124
Phone:
1800 813 327
2. If you are not satisfied with our response, you can access external dispute resolution:
Australian Financial Complaints Authority (AFCA)
AFCA is an independent body that may be able to assist you to resolve your complaint. This service is provided free of charge.
Australian Financial Complaints Authority
GPO Box
MELBOURNE VIC 3001
1800 931 678
www.afca.org.au
info@afca.org.au
Learn more about making a complaint here.