1. Members
  3. Insurance
  5. Make a claim

how to make a claim

When you need to make a claim directly with an insurance company, it's easy to feel like you're on your own. But as a HESTA member, you're not alone. We're here with you. We're committed to a fair result for every HESTA member, every time.

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:

 

Icon of pencil

Submit a claim

Raise a claim online - log in here
OR
  Request claim forms from HESTA, complete them and send to the insurer.
 
The HESTA difference
How we step in if your claim is not 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. 

 

Complaints will be handled promptly, fairly and in strictest confidence. 

 

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.

Icon of magnifying glass

Claim assessed

Insurer assesses your claim.


 
 

Icon of tick in check box

Claim approved

Insurer advises of approval.
Applicable waiting period served.
Payments begin.
 
 
 
HESTA acknowledges and understands the loss of a loved one is a very difficult time and offer our condolences. If you are a dependant of the deceased or the legal personal representative (i.e. the executor or administrator of the Estate), here are the steps to make a claim for a death benefit. If a deceased member holds insurance, HESTA will make a claim with the Insurer on behalf of the dependant or legal personal representative.
 

Icon of pencil

Claim submitted

Raise claim through HESTA.
HESTA provides claim forms.
Send completed forms to Insurer.

 

Icon of magnifying glass

Claim assessed

Insurer assesses your claim.
 
 
 
 

Icon of tick in check box

Claim approved

Insurer advises of approval.
HESTA decides who should receive the death benefit.
Payment is made.
 
The HESTA difference
How we step in if your claim is not 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.

 

Complaints will be handled promptly, fairly and in strictest confidence. 

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

Icon of pencil

Claim submitted

Raise claim through HESTA.
HESTA provides claim forms.
Send completed forms to Insurer.
 

Icon of magnifying glass

Claim assessed

Insurer assesses your claim.
 
 
 

Icon of tick in check box

Claim approved

Insurer advises of approval
(if you have death cover).
Payment made.
 
The HESTA difference
How we step in if your claim is not 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.

 

Complaints will be handled promptly, fairly and in strictest confidence. 

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

Icon of pencil

Submit a claim

Raise a claim online - log in here
OR
Request claim forms from HESTA, complete them and return.
 

Icon of magnifying glass

Claim assessed

Insurer assesses your claim.

 
 
 

Icon of tick in check box

Claim approved

Insurer advises of approval.
Payment instructions confirmed.
Payment is made.
 
 
The HESTA difference
How we step in if your claim is not 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.

 

Complaints will be handled promptly, fairly and in strictest confidence. 

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.