Step 1

Call the GuildSuper team on 1300 361 477 Monday to Friday, 9am to 6pm (Melbourne time) to tell us that you want to make a claim and why. The more information you can give us, the quicker we can help provide you with a response.

Step 2

Next, we'll email or post you the claim forms to complete. They may also include an Employer Statement form and an Initial Medical Report form.

Step 3

Once you’ve completed the forms, please post or email them to:

Mail: Claims Department, MetLife Insurance Limited, GPO Box 3319, Sydney NSW 2001
Email: auclaims@metlife.com.au

Remember to make a copy for your own records. The assessment of the claim will start once Metlife have received forms from all relevant parties. This may include your medical practitioner, your current or previous employer, Centrelink, or a third party like WorkCover.

Step 4

MetLife’s average claim time is under two months – one of the fastest in the industry. We’ll also keep you updated along the way and a claims assessor from MetLife may also call to ask some questions.

If the claim is delayed by a party who isn’t contactable, or is refusing to participate, don’t worry. Here’s what will happen:

• MetLife might ask you to provide additional information.

• Our tip: get in touch directly with your doctor or employer to help speed things up if the delay is on their end.

• Once Metlife feel like all reasonable attempts to get that info have been made, your claim will (hopefully) be assessed faster!

Step 5

We will let you know in writing whether or not your insurance claim has been approved.

Often the insurer will also call you to let you know that an IP benefit has been approved and to confirm your bank account details and your Tax File Number, so the first payment can transferred to you electronically ASAP! This may include a back payment, dating back to the first day after the completion of your waiting period.

Step 6

If you disagree with our decision, we will consider your objections and then confirm or change our original decision. The objection and review request needs to be accompanied with enough evidence for us to reconsider the decision.

If you still object to the final decision, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Step 7

Payments relating to approved claims for IP benefits will be transferred to you electronically, as mentioned in Step 5.

Payments for approved TPD claims will be paid directly into your GuildSuper account and invested in the Secure Investment Option until you complete a Benefit Payment form with details on how you would like the benefit paid.

There are three options:

1. Withdraw the entire balance at once.

2. Withdraw part of the balance and leave part of it to withdraw later, subject to the $6,000 fund minimum.

3. Open an Account-Based pension account.

If you want to know more about your options, speak to our team on 1300 361 477.

Please refer to the GuildSuper Insurance Guide for more information on TPD and IP insurance.