We understand that if you’re making an insurance claim, it means you’re probably going through a difficult time. We do everything we can to make sure all genuine claims are assessed and approved by the insurer as quickly as possible to help relieve some of the burden. 


To make an insurance claim through CFS, you can get in touch with us online or by calling us Monday to Friday, 8:30am – 6pm, Sydney time. Here are our contact details


We’re here to help. Your CFS representative will take the time to discuss your situation, explain how your claim will be assessed, and let you know exactly what information you need to provide to get your claim started. 


Step-by-step guide to making a claim

  1. Call of email us to let us know you want to make a claim


    If you’re a FirstWrap member, you can also contact your financial adviser to start your claim.


    Our representatives will spend some time discussing your situation, and explaining how your claim will be assessed and what information you need to provide get the claim process started.

  2. Receive your claims kit

    We’ll send you a claims kit by email or post within five business days. This kit will include a letter explaining the next steps and relevant claims forms. 

  3. Gather your documents and have them certified

    Collect the documents we need to assess your claim and complete the claims forms. There will be a checklist in your claims kit. Some of these documents will need to be certified.


  4. Return your claims forms and supporting information

    You can return these documents by email, through our online portal FirstNet, or by posting them to the address on the form. 


    We strongly recommend sending all the required documents and forms in one go to avoid delays.

  5. Wait to hear from your claims assessor

    They’ll contact you after they’ve reviewed your claims information. Your claims assessor will be your main point of contact until your claim is resolved.

What information do I need?

Depending on the type of claim you’re making, you’ll need to send us some documents for your claim to be assessed.  


Here are the insurance claims forms you may need. We’ve also included a list below of the documents that are used to assess each type of claim.  


Don't worry if you have trouble gathering all this information and answering all the questions in the forms at the start of this process. Just do as much as you can and we’ll let you know what else we need from you as your claim assessment progresses. 


The documents marked with an asterix are the ones we’ll need as early as possible so we can initiate your claim with our insurer (AIA).   

  • Certified copy of death certificate* 
  • Certified copy of proof of identity of the deceased (driver’s licence, passport or birth certificate) 
  • Certified copy of proof of identity of the person making the claim (driver’s licence or passport) 
  • Certified copy of probate/letters of administration (if any) 
  • Certified copy of will (if any) 
  • Authority to release information to our insurer 
  • A medical certificate from your treating specialist confirming that you have been diagnosed as likely to have 24 months or less to live* 
  • A second medical certificate from your medical practitioner (other than your treating specialist) confirming that you have been diagnosed as likely to have 24 months or less to live* 
  • Certified copy of proof of identity (driver’s licence or passport) 
  • Authority to release information to our insurer* 
  • Completed claim form – Claim for Terminal Illness Benefit (claimant statement)*
  • Medical statement from a medical practitioner confirming that you’re unlikely to return to work due to permanent disability (if you’re under age 60, we need a second such medical statement)* 
  • Employer statement (this is not required if you have only been self-employed in the 12 months prior to the claimed event) 
  • Certified copy of proof of identity (driver’s licence or passport) 
  • Authority to release information to our insurer* 
  • Completed claim form – Claim for Total and Permanent Disablement Benefit (claimant’s initial statement)* 
  • Medical statement from a medical practitioner confirming that you have ceased work due to disability*

  • Employer statement (this is not required if you have only been self-employed in the 12 months prior to the claimed event)*

  • Certified copy of proof of identity (driver’s licence or passport)

  • Authority to release information to our insurer*

  • Completed claim form – Claim for Income Protection Disablement Benefit (claimant’s initial statement)* 

How do I get a document certified?

First, make a copy of the original document. Then take the original document and your copy to an authorised certifier. They’ll check your copy is the same as the original then stamp, sign and annotate the copy. 


Make sure every page of the documents is clearly noted “True copy of the original”. 

How long does it take to assess a claim?

Each claim is unique and the length of time the process will take varies. While a Terminal Illness claim is generally assessed within a few weeks, Total and Permanent Disablement (TPD) and Salary Continue Insurance (Income Protection) claims can take a few months, depending on your circumstances and documentation requirements. 


We’ll keep you up to date through each step of the claims process. You can also reach out to your dedicated claims assessor at any time to get an update. 

What happens if my claim is accepted?

We’ll let you know if your claim has been accepted.  


For accepted Salary Continuance (Income Protection) claims, you’ll be paid to your bank account as quickly as possible after the waiting period has expired. If there’s a super component to your benefit, this will be paid directly to your super fund.  


For accepted TPD or Terminal Illness claims, the payment will be added to your super account. You’ll need to meet the relevant super condition of release for the funds to be paid to you.  


You’ll receive detailed information about how your accepted claim will be paid in your claims kit. 

What happens if my claim is deferred or declined?

Your claim may be declined by the insurer. This generally means that the insurer has determined your claim doesn’t meet the policy requirements.  


Claims may also be deferred for a period of time for the insurer to determine the full extent of your disability and whether it’s permanent. 


As the Trustee, we have a dedicated Claims Committee to review all claims that are deferred or declined by the insurer. This makes sure all deferred and declined claims have been correctly assessed and that the claim decision is fair and reasonable. 

Our claims philosophy

Our claims philosophy is to ensure that all valid claims are paid as soon as possible. 


We try to ensure that: 

  • claims are assessed within reasonable timeframes and updates provided on a regular basis 

  • the claims process is as straightforward and easy to understand as possible, including our member communications 

  • all members are treated with compassion and empathy 

    • recognising that the lodgement of a claim means the member must be undergoing a challenging time; and   
    • appreciating that some members are particularly vulnerable. We will make allowances where appropriate for vulnerable members. 
  • claims declined by the insurer are carefully reviewed and challenged where it: 

    • does not appear fair and reasonable; and 
    • appears inconsistent with the policy intent or the claim has been declined on overly technical grounds. 

To give effect to our claims philosophy, we’re careful to ensure that our insurer’s claims philosophy aligns with ours. We work closely with our insurer (AIA) so that successful claimants receive their entitlement in full and that medical and other appointments (including documentation) are only required where necessary.    

AIA has its own claims philosophy for CFS members, which is to help people when they need it most. They make sure every claim that should be paid is paid promptly and they always treat CFS members with empathy, respect and care. They understand that everyone has different needs and that CFS members’ health and wellbeing goes beyond payments. That’s why they offer supported return to work, work-readiness and wellbeing programs that are evidence-based and results driven, at the right time for the member.

Need further help?

We're here to support you through the claims experience. If you have any concerns about how CFS or the insurer (AIA) is handling your claim, please let us know. 


FirstChoice members

Email MB_CFSClaims@cfs.com.au

Call 13 13 36


FirstWrap members

Email Au.groupclaimssupport@aia.com

Call 1800 759 746 


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Things you should know

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.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 www.cfs.com.au/tmd, 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 www.cfs.com.au or by calling us on 13 13 36