Life Insurance Claims Support
A claim is the moment insurance is meant for, and it often arrives at the hardest time in someone's life. Many people worry about whether a claim will be paid and how to manage the paperwork while dealing with illness, injury or loss. This page explains how Michael supports clients through the claims process.
Free Insurance Health Check
We review your current cover, explain it in plain English and compare it across a range of insurers so you can see your options. The health check is free to you because Harbour Life is paid by the insurers.
Request a Free Insurance Health CheckHow Michael helps with claims
Michael Shagrin is a life insurance specialist with over 30 years of experience in the life insurance industry. When a client needs to claim, his role is to explain what is required, coordinate with the insurer, help gather the right information and keep the client informed at each step. The aim is to take as much of the administrative load as possible off you or your family, so you can focus on what matters.
The final decision on any claim is made by the insurer, based on the policy terms. Michael's support is about making sure the claim is presented clearly and completely, and that you understand what is happening along the way.
Support for each type of claim
Life cover and terminal illness claims
For life cover claims, Michael works with the family or the executor of the estate to notify the insurer, complete the forms and provide the documents needed. For terminal illness claims, he helps the policy owner gather the medical evidence the insurer requires.
TPD claims
TPD (Total and Permanent Disablement) claims are often the most involved, as the insurer needs to be satisfied that a condition is both total and permanent. Where cover is held through super, the super trustee is also involved. Michael helps coordinate the information both parties need.
Trauma claims
Trauma cover claims are based on diagnosis of a specified condition. Michael helps clients understand the relevant definition in their policy and the medical evidence usually required.
Income protection claims
Income protection claims usually involve ongoing monthly assessments. Michael helps with the initial claim and can support clients with ongoing paperwork, such as progress reports from treating doctors.
What the process usually looks like
Every insurer and every claim is different, but in general terms the steps are:
- Make contact. Let Michael know what has happened. He will explain the next steps and what your policy covers.
- Notify the insurer. Michael helps lodge the initial notification with the insurer or super fund.
- Complete the claim forms. Michael explains each form and helps you complete them accurately.
- Gather supporting documents. Medical reports, financial records and other evidence are collected and provided to the insurer.
- Assessment. The insurer reviews the claim and may ask for more information or arrange medical examinations. Michael follows up and keeps you informed.
- Decision and payment. The insurer makes its decision under the policy terms. If accepted, the benefit is paid, or for income protection, monthly payments begin.
Some claims can be resolved relatively quickly, while others, particularly TPD claims, can take longer. The timeframe depends on the type of claim, the insurer and how quickly medical information can be obtained.
Documents that are usually needed
The insurer will confirm exactly what it needs, but commonly requested documents include:
- Your policy number or schedule
- Proof of identity for the life insured and any claimants
- Completed claim forms from the insurer
- Medical reports and records from treating doctors and specialists
- For life cover claims, a death certificate and, where relevant, probate or letters of administration
- For income protection and TPD claims, proof of income such as payslips, tax returns or business financials
- Employment details, such as your role, duties and dates you stopped working
- Bank account details for payment
It can help to keep your policy schedules in a safe place and to let a trusted family member know where to find them, along with Michael's contact details.
In a client's words
"Michael supported me through my TPD claim with genuine empathy and professionalism. He took the time to understand my circumstances, explained each step clearly, and managed all communication with my insurer. He removed the stress and uncertainty during a very challenging time, allowing me to focus on my recovery. I would highly recommend him to anyone."
Claims support starts with the right cover
A good time to understand how a claim works is before you ever make one. A review can help you understand your policy definitions, where your cover is held and whether it still reflects your life today. Our Insurance Review page explains how the process works. Michael's claims support is part of our service, which is free to you because Harbour Life is paid by the insurers.
Would a review give you more clarity?
We review your current cover, explain it in plain English and compare it across a range of insurers so you can see your options. The health check is free to you because Harbour Life is paid by the insurers.
Request a Free Insurance Health Check