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

• Life, Funeral and Accident Insurance
• Income Protection Insurance
• Pet Insurance

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

  What is a certified copy?

  A certified copy is a signed photocopy of an original document. The person signing it must see the original and the photocopy. It can be signed by a Justice of the Peace, Accountant, Solicitor, Doctor, Bank Manager or Police Officer. It means you keep the original document.

  The certified copy must include a statement “I certify that this is a true copy of the original document”. The certifier must also include their full name, signature, date, registration number (if any) and qualification or occupation on each page of the photocopied documents. Failure to do so may result in a delay in the claim being processed.

  What is a beneficiary?

  A beneficiary is the person or persons who are entitled to the benefit. The Policyowner has the option to nominate between 1 and 5 beneficiaries to receive the Benefit Amount.

  What is a Will?

  A Will is a legal document in which a person states how they want their assets to be distributed after their death.

  What is an estate?

  An estate is the net worth of a person at any point in time. It is the sum of a person’s assets – legal rights, interests and entitlements to property of any kind – less all liabilities at that time.

  What is an executor?

  An executor is responsible for the entire administration of the estate and for carrying out the deceased’s wishes as set out in the Will.

  What is probate?

  Probate is the process of proving and registering in the Supreme Court the last Will of a deceased person.

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

  For Life and Accident Insurance: Once we receive all the documentation we asked for, your claim will be submitted to Hannover (insurer) to be assessed and if your claim is approved, payment will be made promptly. Sometimes assessment leads to a need to obtain additional information. This may require you to provide the necessary information or we may seek it directly from your medical practitioner. In either case we consider any new information promptly.

  For Funeral Insurance: Generally within 1–2 days on receipt of the completed claim form and supporting documents. Sometimes this may take longer if the documentation is inconclusive. Where this is the case we will seek additional information to process the claim as promptly as possible.

  In all circumstances: We will call you as soon as there is an update or within 10 business days of receiving your forms and every 10 business days thereafter to keep you informed of how your claim is progressing.

  How are the payments made?

  For nominated beneficiaries, the payment will be direct credited to their nominated bank account. If there is no nominated beneficiary, then the payment will be made by cheque to the ‘Estate of the Late’.

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

  Contact our caring claims department by phone on 1300 308 578 or by email claims@greenstone.com.au.

• 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?

  A certified copy is a signed photocopy of an original document. The person signing it must see the original and the photocopy. It can be signed by a Justice of the Peace, Accountant, Solicitor, Doctor, Bank Manager or Police Officer. It means you keep the original document.

  The certified copy must include a statement “I certify that this is a true copy of the original document”. The certifier must also include their full name, signature, date, registration number (if any) and qualification or occupation on each page of the photocopied documents. Failure to do so may result in a delay in the claim being processed.

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

  Once we receive all the documentation we have asked for, your claim will be submitted to Hannover (insurer) to be assessed and if your claim is approved, payment will be made promptly. Sometimes assessment leads to a need to obtain additional information. This may require you to provide the necessary information or we may seek it directly from your medical practitioner. In either case we will consider any new information promptly.

  We will call you as soon as there is an update or within 10 business days of receiving your forms and every 10 business days thereafter to keep you informed of how your claim is progressing.

  What happens if my claim is accepted?

  If your claim is accepted we will arrange for a benefit payment within 48 hours of the claim being accepted. Then we will complete an ongoing assessment for the life of the claim.

  What is the ongoing assessment?

  You’ll be asked to provide information updates each month for the Insurer to assess whether you still qualify for the benefit. We will send you the progress claim form to be completed by you and your treating doctor.

  How do the payments work?

  You will receive a monthly payment. You can start to accrue payments once you have been unable to work for longer than 30 or 90 days depending on the Waiting Period you have chosen. Payments are made at the end of the month and then will continue each month you are out of action up to 6 months, 1 year, 2 years or 5 years, depending on the Benefit Period you have chosen.

  How are the payments made?

  The payments will be made directly to the bank account you nominate on your claim form.

  Why do I need to provide my income tax returns?

  We need your income tax returns to calculate your Pre-Disability Income. Your Pre-Disability Income is the calculation of the highest average amount of monthly Pre-Tax Income for any period of 12 consecutive months during the 2 years immediately before you became disabled. The Income Benefit payable will be calculated as the lesser of either the Monthly Amount Insured or 75% of your Pre-Disability Income.

• 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