Keep in mind

What you'll need

Don't worry if you’re having trouble gathering this information. Just get together as much as you can.

The steps

    • FirstChoice members can call or email us to start your claim. You can also download claim forms online.
    • FirstWrap members can call us or contact your financial adviser to start your claim.
    • Our representatives will spend some time discussing your situation, explain how your claim will be assessed and what information you need to provide.
    • You’ll be sent a claims kit, generally by email or post, within 48 hours. This pack will include a letter explaining the next steps and relevant claim forms.
  1. You’ll be assigned a dedicated claims assessor by the insurer, who will get in contact with you once they've reviewed your claims information, and will be your main point of contact.

    • For accepted salary continuance or income protection claims, you’ll be paid as quickly as possible after the waiting period has expired.
    • For accepted total and permanent disablement, death and terminal illness claims, the payment will be credited to your super account. You’ll need to meet the condition of release for the funds to be paid to you. This can take a few months depending on your circumstances.
    • As the Trustee, we’ll review all claims that are declined by the insurer. This makes sure they have been correctly assessed and that the claim decision is fair and reasonable. Here’s more information on the role of the insurer and trustee.

If you have question or complaint


While your claim is being assessed
If you have any concerns or questions on how the insurer is handling your claim, you can contact Colonial First State (the Trustee of the fund) via email at or get in touch.


FirstWrap members can email at or call 1800 759 746.


If you have a complaint, please tell us so we can fix the problem
We recognise that the claims process can be complex, but we’re here to support you.


Visit our complaints policy to get started.

What's next



Claim forms for FirstChoice members

How to find your other super accounts?

How to find your other super accounts?

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Avanteos Investments Limited ABN 20 096 259 979, AFSL 245531 (AIL) is the trustee of the Colonial First State FirstChoice Superannuation Trust ABN 26 458 298 557 and issuer of FirstChoice range of super and pension products. Colonial First State Investments Limited ABN 98 002 348 352, AFSL 232468 (CFSIL) is the responsible entity and issuer of products made available under FirstChoice Investments and FirstChoice Wholesale Investments. 


The insurance provider is AIA Australia Limited ABN 79 004 837 861, AFSL 230043 (AIA Australia, the ‘Insurer’). AIA Australia is part of the AIA Group. The respective insurance covers are provided under policies issued to the trustee.


Information on this webpage is provided by AIL and CFSIL. It may include general advice but does not consider your individual objectives, financial situation, needs or tax circumstances. You can find the target market determinations (TMD) for our financial products at which include a description of who a financial product might suit. You should read the relevant Product Disclosure Statement (PDS) and Financial Services Guide (FSG) carefully, assess whether the information is appropriate for you, and consider talking to a financial adviser before making an investment decision. You can get the PDS and FSG at or by calling us on 13 13 36.