ASFA’s Death Benefits Claims Handling workshop is designed for professionals who manage, assess, support or oversee superannuation death benefit claims.
This practical workshop builds the knowledge and confidence needed to handle claims effectively, sensitively and in line with industry obligations. It focuses on the end-to-end death benefit claims process, including identifying beneficiaries, assessing nominations, supporting vulnerable claimants and managing difficult conversations.
Participants will gain:
- Practical death benefit claims handling capability
- Greater confidence supporting claimants during sensitive circumstances
- Skills to manage difficult conversations with empathy and professionalism
- An understanding of key claims handling obligations and processes
- Stronger capability to manage claims consistently and member-centrically.
This workshop equips staff to manage claims confidently, compliantly and with member-centric sensitivity.
Learning outcomes
After attending this workshop you will be able to:
- Describe the AFS licence obligations for claims handling services
- Understand effective claims handling principles
- Identify vulnerable claimants and make appropriate adjustments
- Explain the claims process and timeframes, including identifying beneficiaries and conducting claim staking
- Determine appropriate tax rates for death claim proceeds
- Verify binding death benefit nominations
- Handle difficult conversations and support potential beneficiaries.
Who should attend?
This course is ideal for staff who require both core super knowledge and specialised death benefit capability including:
- Death benefit claims assessors
- Insurance and claims administrators
- Member services officers
- Superannuation operations staff
- Compliance and risk professionals
- Trustee office staff
- Legal and dispute resolution teams.
How you’ll learn
3-hour online virtual workshop.
ASFA’s virtual workshops are a live and interactive learning experience. Participants can engage with industry-leading presenters who are experts in their field, together with their peers, just like they would at an ASFA face-to-face workshop. It is a unique opportunity to workshop ideas and concepts in a collaborative online environment facilitated by experts. Virtual workshops are limited to 30 participants to allow for discussion, and to ensure that participants have ample opportunity to ask presenters questions.
