The superannuation sector has today taken a significant step forward in improving member service outcomes, releasing a new ASFA Service Standard – Claims Handling in Superannuation: Insurance and Health Related Claims – to guide superannuation funds dealing with superannuation insurance claims, helping to ensure improved service delivery, transparency and security for fund members.
“Superannuation fund members rightly expect that their insurance cover will be there for them when they need it, and this Service Standard will ensure that insurance claims are processed in a timely manner and members are provided with helpful and timely service throughout the claims process,” ASFA CEO Mary Delahunty said.
“It sets out clear commitments by superannuation funds to deliver a considerate and consistent claims experience for the members of the more than nine million superannuation accounts that hold insurance, and makes clear what members can expect from the industry.”
The Service Standard is the latest step in lifting outcomes for fund members when making claims, and follows the release of ASFA’s Service Standard, Death Benefits Payments in September last year. It applies to insurance claims and certain claims for early release of superannuation benefits due to ill health.
Key points of the Service Standard:
- Timely and clear communication with members at each stage of a claim, including early engagement and regular updates, and stipulating timeframes for engaging with members throughout the process.
- Supportive claims experience that considers the member’s full entitlements and manages expectations early in the process.
- Trustee accountability even when third-party providers are involved, ensuring strong governance and consistent member experiences.
- Strong oversight and reviews where claims are declined, including clear explanation and an efficient path for review.
- Interoperability and efficiency where both insurer and trustee decisions are required for members to receive a benefit payment.
The Service Standard takes effect immediately and ASFA encourages all trustees to adopt the Standard as soon as possible, and no later than 1 July 2026.
ASFA led detailed collaboration and consultation with the superannuation sector on this major piece of work, involving funds, insurers, administrators and other industry associations the Super Members Council, the Council of Australian Life Insurers and the Financial Services Council.
Respected superannuation expert and former Chair of the Superannuation Complaints Tribunal, Jocelyn Furlan, chaired the broad working group, bringing independence and a strong member outcomes lens.
“This Service Standard will improve members’ experiences in moments that matter. With strong collaboration across the sector, I’m confident this will make a positive difference to outcomes for members,” said Ms Furlan.
“We know this work is ongoing, and ASFA remains committed to leading the sector’s efforts to continually improve claims outcomes for members,” added Ms Delahunty.
“This is an example of how productive collaboration across the sector leads to good outcomes on behalf all 18 million Australians with superannuation.”
For further information, please contact:
ASFA Media Team: 0451 949 300 or mediaunit@superannation.asn.au
About the Association of Superannuation Funds of Australia (ASFA)
ASFA, the voice of super, has been operating since 1962 and is the peak policy, research and advocacy body for Australia’s superannuation industry. ASFA represents the APRA regulated superannuation industry with over 100 organisations as members from corporate, industry, retail and public sector funds, and service providers. We develop policy positions through collaboration with our diverse membership base and use our deep technical expertise and research capabilities to assist in advancing outcomes for Australians.
We unite the superannuation community, supporting our members with research, advocacy, education and collaboration to help Australians enjoy a dignified retirement. We promote effective practice and advocate for efficiency, sustainability and trust in our world-class retirement income system.
