Insurance options guide
Our Insurance options guide provides important information about insurance cover through HESTA.
Download the Insurance options guidemaking an income protection claim
If you get sick or injured at work or outside of work, Income Protection (IP) Cover can provide you with regular monthly payments to help you get by while you can't work.
what is an income protection claim?
Income Protection (IP) Cover can be a financial safety net that pays you a regular income if you can't work due to illness or injury. It helps replace some of the money you would have earned.
If you have IP cover through your HESTA account, you may be able to claim a monthly payment. Our default IP Cover means that if you're totally disabled either permanently or temporarily, we’ll pay you a benefit every month for up to 5 years, after a 90-day waiting period (conditions apply and payment is subject to policy terms and conditions).
Up to 85% of your regular income (75% of salary plus up to 10% for super)
For a set time, called the benefit period (2 years, 5 years or up to age 67)
Important: There is usually a waiting period before payments start. This is usually 30, 60, or 90 days from when you stop work. Check your cover via your online account or your most recent statement.
You may be able to make an income protection claim if you're a HESTA member and:
- you hold IP cover through your HESTA account
- you can't work because of an illness or injury
- you've met the waiting period
- you were working when your illness or injury began.
Please note: IP does not cover job loss due to redundancy or resignation. It only covers illness or injury that stops you from working.
Let us know as soon as you can. The fastest way is through you online account.
We'll need some basic details:
- your member number
- your full name and date of birth
- a short summary of your illness or injury
- the date you stopped working
- your contact details.
Notify us via your online account
Once you tell us, you’ll be assigned an AIA case manager. They will explain what you need to do.
Send us all the right documents before you lodge your claim. This helps us assess it faster. If details are wrong or documents are missing, it may take longer.
See the Income Protection Cover fact sheet (PDF) for more details.
Our insurer will review your claim. They may:
- ask your doctor for more medical details
- ask your employer to confirm your work and income
- set up a medical exam if needed.
Your case manager will keep you updated along the way.
Tips to avoid delays:
- fill in all parts of the claim form fully
- make sure your doctor gives detailed medical reports
- ask your employer to complete their part quickly
- send certified or signed documents
- reply to any requests for more information as soon as you can.
AIA send their decision to you in writing, and they'll explain the next steps.
| If your claim is approved | If your claim is not approved |
|---|---|
| You’ll be notified how much you'll be paid each month | They’ll explain why it wasn't approved |
| You’ll be informed when your payments will start | They’ll tell you how to request a review or make a complaint |
| They’ll explain how long payments will last | Your AIA case manager can walk you through your options |
Once your claim is approved:
- payments are made monthly to your bank account
- payments start after your waiting period ends
- you may need to send ongoing medical updates to keep receiving payments.
AIA may review your claim from time to time. This is to check if you still can't work. Your AIA case manager will let you know what is needed.
 | Our commitmentWe must act in the best interests of our members. All claims are assessed fairly. Your AIA case manager will help you through each step. |
| Detail | What happens |
|---|---|
| Tax | AIA will take tax from your payments (PAYG withholding) |
| Tax return | You must include the payments in your tax return |
Need more detail?
Talk to a financial adviser or tax expert to learn how tax may affect you.
Important: we can't give you tax or legal advice about your claim.
other payments you receive
Other payments related to your injury or illness may reduce your monthly benefit. This includes things like workers compensation, paid sick leave, motor accident payments, or payments from another income protection policy.
Your total combined income is capped at 85% of your pre-disability income, or 100% if you're partially disabled and still working. Lump-sum settlements count too, but only the portion relating to lost income or earning capacity, spread across 60 months. Centrelink benefits, annual leave, and long service leave are excluded.
Talk to your case manager about what applies to your situation.
what if I'm unhappy with the process?
If you're unhappy with the claims process, the first step is to lodge a complaint with us.
If you're not happy with our response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA).
Lodge a complaint with us
If you have a complaint about your claim or the claims process, please contact us to make a complaint.
If you're not happy with our response, you can escalate your complaint to the Australian Financial Complaints Authority (AFCA). Visit our Complaints page for more information.
more resources
Check your insurance cover
You can check your insurance cover by logging in to your online account, and clicking on the Insurance tab.
Log in to your online accountWe're here for you
Our team can help with questions about the process, an existing claim, or starting a new claim. You can get in touch by calling 1800 813 327 or contacting us.