Let's talk about scams
Scams aimed at older Australians have become more convincing than ever, and our parents are often the ones sadly targeted. Here’s what to watch out for.
Life
It's getting easier, faster and safer to manage your HESTA super, wherever you are. Here's a look at what you can do.
Over the last six months, we’ve built strong momentum in the experiences we offer you — and more than 20,000 of you have taken the time to share your valued feedback. We’re proud that nearly two-thirds of you now rate your experience with us as ‘very easy’.1
Faster, more accessible support
Getting the answers you need, when you need them is the key to making the most of your super. Our dedicated contact centre (based in sunny Queensland) typically picks up your call in under one minute.2 Less waiting to get your questions answered by our skilled team means more time to consider your options.
“There has been a huge improvement in the website and answering the phones.”
HESTA member
In the same way, getting help when life gets tough should be quick, easy and supportive. We’ve moved our financial hardship process to a digital experience that needs only your Centrelink number and an ID check. A once complex process now generally takes just minutes to apply and if eligible, you can receive your money in two to three days. 78% of our members who complete this process now say it’s ‘very easy’.3
“Website explains it all perfectly and easy to follow. Thank you.”
HESTA member
Security that stays a step ahead
Australian Bureau of Statistics data shows that one in seven Australians (about 3.2 million people) experienced some form of personal fraud in 2024–2025.4
With more than 800,000 of you now registered with online accounts, online safety continues to be a key priority at HESTA. To further protect our members, we’ve introduced passkeys to help you sign in more securely.
An app that's easier to use
We redesigned the app’s navigation with intuitive swipe controls, and so far, you’re loving it.
We didn't stop there. An in-app inbox is now live, allowing you to read your letters without a separate login.
This is just the start of making your HESTA super simpler to manage — and we’d love your feedback as we keep going.
Enhanced cover, reduced insurance fees
From 1 July 2026, insurance fees were reduced across Death, Total and Permanent Disablement (TPD) and Income Protection Cover, so more of your money stays in your account invested for your future. Full cover now kicks in sooner — after just 10 consecutive days of Active Employment, down from 30 days. And eligible members can apply to increase their cover at any time.
We've also extended the insurance fee waiver for members on employer-approved parental leave. It’s now available for up to 12 months, or 24 months if your baby is born before 37 weeks.
Find out more about the insurance changes >
Binding nominations that stay in place
From 1 July 2026, we introduced non-lapsing binding death benefit nominations. Unlike a standard binding nomination, which needs renewing every three years, a valid non-lapsing binding death benefit generally stays in place until you choose to change or cancel it – one less thing to remember.
Take control and choose who should get your super after you’re gone. You can make a non-lapsing binding death benefit nomination easily in your online account.
Find out more about the types of nominations >
A simpler way to start your retirement income
We’ve rebuilt the way you set up a HESTA income stream online, adding clear, helpful content to guide each step. The result: three times as many members are now starting this journey online compared with the previous version.5 And 93% of them are feeling more confident about having their super with HESTA once they’ve made the switch.6 And if you’d rather talk it through, our team is only a phone call away.
"The process was very simple and user friendly."
HESTA member
Guidance built for your next chapter
For members aged 60 and over, we launched a dedicated space in the app with advice articles, webinar invitations and easy appointment booking — all in one place. More than 4,250 members have explored our retirement content in the app, and over 170 members booked in for an advice appointment with a retirement adviser.7
we’re listening
In addition to these enhancements, we continue to work hard in the background with the following improvements:
- fine tuning website and app functionality
- ensuring our support channels such as emails and virtual assistants are optimised for a positive member experience
- making account information more accessible
- resolving queries as efficiently as possible.
we're here for you
These enhancements couldn’t have happened without our new technology platform — offering faster, customisable support that will allow us to continually innovate and improve our services to you.
And behind every digital improvement is a team making sure you're looked after.
HESTA’s purpose remains constant – we invest in and for you, the people who make our world better. And every step forward is about supporting you to face the future with confidence.
meet Najj
Najj is one of the many helpful experts you might talk to when you call HESTA. For Najj, who works a second job in an aged care facility, helping members with their super gives her a real kick.
“Members say to us, ‘you really helped us’, ‘that was so helpful’, ‘thank you for resolving this for me’,” she says.
If you call us today, you’ll typically be speaking to someone within 40 seconds.
Six in 10 members now say resolving their query was easy, and nearly two thirds have their issue sorted in a single call — no need to call back.8
“As a team, we back each other up very well. If I don’t know something, I can put you on hold briefly while I speak to the person next to me who specialises in the area in question,” Najj says.
“The best part about this is that everyone is upgrading their knowledge – and that ultimately results in a better member experience.”
1 Voice of Member Program, 1 January to 30 June, 2026.
2 Contact centre performance: Calls pre-April 2025 daily data (July 2023 –March 2025), call centre monthly totals (April 2025 – March 2026)
3 Voice of Member Program, Financial Hardship Q2 2026, sample size n=172
4 ABS, 1 in 7 Australians experienced personal fraud, March 2026
5 Adobe Analytics, HESTA Member Online and App Data, 23 July 2026
6 Voice of Member Program, Income Stream Joins, 1 July, 2025 to 30 June, 2026
7 Adobe Analytics, HESTA Member Online and App Data, 23 July 2026
8 Contact centre performance: Calls pre-April 2025 daily data (July 2023–March 2025), call centre monthly totals (April 2025–March 2026)
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