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How to contact the claims department

Email:
claims@greenstone.com.au
Phone:
1300 308 578 Monday to Friday, 8:00am and 8:00pm (AEST)
Fax:
1300 260 792
Post:
PO BOX 6728 Baulkham Hills NSW 2153

Easy claim process

  • How to make a claim for Life, Final Expenses and Accident Insurance

    Step 1

    Contact the claims department on 1300 308 578 or email claims@greenstone.com.au and we will send you a claim form and details of what you need to do – we will ask you to send us your completed claim form with supporting documents either by post, fax or email.

    Step 2

    When the claim form and other documents are received we assess the claim – in order to assess your claim we will need all the information requested.

    Step 3

    We will advise you of our claim decision – after we have assessed the claim we will notify you of the claim decision.

    Step 4

    Paying the claim – if accepted we will then make the payment as per the wishes of the Policyowner.

    Important information

    When can I make a claim?

    You can claim from the date of incident.

    What documents do I need to provide?

    • A fully completed claim form (supplied by us).
    • The original Policy Schedule (Life and Accident Insurance claims only).
    • Completed Medicare and PBS form (supplied by us - Life, Accident and Serious Illness Insurance claims only).
    • A certified copy of evidence of death – for example Death Certificate, Coroners Report, Attending Medical Practitioners Report.
    • A certified copy of evidence of the Deceased’s age – for example a Birth Certificate, Valid Passport, Valid Driver’s Licence.
    • A certified copy of proof of the Claimant’s identity – for example a Birth Certificate, Valid Passport, Valid Driver’s Licence.

    Other important information

    • Make sure you read the claim form carefully and complete in full. If you don’t we will need to send the form back to you to complete.
    • When supplying proof of identification, please make sure they are valid and haven’t expired.
    • Identification supplied needs to match the name on the claim form (e.g. if the claim form is in the person’s married name then the identification needs to be in the married name).
    • All documents provided other than the claim form need to be certified.
    • We may need further information to assess the claim and if so we will be in contact with you.
    • If we are unable to pay your claim, we will provide you with an explanation, however you always have the option to have the claim reassessed by providing additional information to what has already been submitted.

    FAQs Life, Final Expenses and Accident Insurance

    What is a certified copy?

    What is a beneficiary?

    What is a Will?

    What is an estate?

    What is an executor?

    What is probate?

    How long does it take for a claim to be processed?

    How are the payments made?

    Who can I contact to get an update on a claim?

  • How to make a claim for Income Protection Insurance

    Step 1

    Contact the claims department on 1300 308 578 or email claims@greenstone.com.au and we will send you a claim form and details of what you need to do – we will ask you to send us your completed claim form with supporting documents either by post, fax or email.

    Step 2

    When the claim form and other documents are received we assess the claim – in order to assess your claim we will need all the information requested.

    Step 3

    We will advise you of our claim decision – after we have assessed the claim we will notify you of the claim decision.

    Step 4

    Paying the claim – if accepted we will then make the payment to you, the Policyowner.

    Important information

    When can I make a claim?

    You can claim from the date of incident.

    What documents do I need to provide?

    • A fully completed claim form (supplied by us).
    • Completed Medicare and PBS form (supplied by us).
    • A certified copy of evidence of age – for example a Birth Certificate, valid Passport, valid Driver’s Licence.
    • Proof of Income:
      • Income Protection Insurance - Copies of your individual income tax returns and notice of assessments for the previous 2 financial years.
      • Living Expenses Insurance - Proof of income for 3 months prior to your disability (if applicable).

    Other important information

    • Make sure you read the claim form carefully and complete in full. If you don’t we will need to send the form back to you to complete.
    • When supplying proof of identification, please make sure they are valid and haven’t expired.
    • Identification supplied needs to match the name on the claim form (e.g. if the claim form is in the person’s married name then the identification needs to be in the married name).
    • All documents provided other than the claim form need to be certified.
    • We may need further information to assess the claim and if so we will be in contact with you.
    • If we are unable to pay a benefit to you we will provide you with an explanation, however you always have the option to have the claim reassessed by providing additional information to what has already been submitted.

    FAQs Income Protection Insurance

    What is a certified copy?

    How long does it take for a claim to be processed?

    What happens if my claim is accepted?

    What is the ongoing assessment?

    How do the payments work?

    How are the payments made?

    Why do I need to provide my income tax returns?

  • How to make a claim for Pet Insurance

    Option 1 – Online claiming

    For existing members please login to submit your claim.

    • Simply upload a copy of both the itemised invoice and the consultation notes from your vet visit.
    • If this is your first claim we require your pet’s full medical history from all previous vets from the time you first owned your pet.
    • If your pet was adopted at an older age please supply adoption paperwork and medical records since adoption.

    If you are a new member please sign up to manage your policy online.

    Option 2 – Paper claiming

    If you would prefer to send us your claim through the post, please ensure you have the completed the following steps:

    • Print a claim form and fill in your details, check that you have completed all areas on the claim form.
    • Take it with you to the vet and ask them to fill out Section 2. Both you and your vet will need to sign the form.
    • Attach the original itemised invoices, payment receipts and consultation notes and post them in to:

      Guardian Pet Insurance
      Locked Bag 9021,
      Castle Hill NSW 1765


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