How to make a claim

If you need to make a CreditCard Plus claim, please call 13 3982 (8am and 5pm, Sydney time, Monday to Friday) as soon as possible. CreditCard Plus can help pay your credit card balance in the event of unforeseen circumstances, including involuntary unemployment, temporary disablement, permanent disablement, terminal illness and death.

Where possible, your claim will be processed over the phone. Otherwise, the claims team will send you a claim form and a letter outlining the supporting evidence required to assess your claim.

You need to complete the claim form and return it, along with supporting evidence of your claim and your age.

Medical and other evidence

For disablement and terminal illness claims, evidence from a medical practitioner is required and where necessary, this might need to be supported by our Chief Medical Officer.

You’ll need to provide all medical information and any other evidence at your expense, unless you’re asked to undergo a medical or any other assessments.

Access to your medical records and any other information needed to assess your claim may be necessary. This is to independently verify the existence and extent of an illness, injury or other event. Your privacy is important. To find out why this information is needed and how your privacy is protected, see page 13 of the CreditCard Plus Product Disclosure Statement.

Paying claims

Your claim will be paid as soon as possible after all the necessary documents have been received and the validity of your claim has been assessed.

If your claim is paid, payments will be credited to your credit card account and any cash assistance benefit will be paid directly to you, or your estate.

Am I eligible to make a claim?

Benefit
Potential Benefit*
Eligibility Criteria
Exclusions
Involuntary Unemployment
Where this is the first claim under the Policy, you may receive a monthly benefit of 20% of the amount owing on your card when you stopped work. The maximum benefit paid is $5,000 per month for up to 5 months.
  • You need to have lost your job involuntarily
  • You must have been working more than 15 hours per week on average in non-seasonal employment. You are employed if you are permanently or casually employed, self-employed, a sole trader or working under a fixed term contract
  • You need to be unemployed for the 14 consecutive day waiting period
  • You need to be actively seeking work to receive benefits
  • You can claim for up to 5 months for this benefit
We won’t pay a benefit for involuntary unemployment if:
  • You weren’t employed when you became involuntarily unemployed,
  • You do not meet the definition of involuntarily unemployed,
  • You resign, retire or accept voluntary redundancy, or
  • The period of involuntary unemployment first started before your policy was in force for 60 days
Temporary Disablement
Where this is the first claim under the Policy, you may receive a monthly benefit of 20% of the amount owing on your card when you are medically certified as unfit for work. The maximum benefit paid is $5,000 per month for up to 5 months.
  • You must have an occupation from which you receive an income before becoming disabled
  • Your claim is caused by an injury or illness of which you have symptoms after your policy starts. You need to be medically unfit as certified by your doctor to receive benefits
  • You’ve been off work for the 14 consecutive day waiting period from the date of disablement
  • You can claim for up to 5 months for this benefit
We won’t pay a benefit for temporary disability if:
  • It is caused by self-inflicted injury or attempted suicide, regardless of your sanity,
  • The period of temporary disability was caused by illness and first started before your policy was in force for 28 days, or
  • The period of temporary disability first started before your policy was in force for 12 months and the disability was directly or indirectly caused by an illness or injury for which you received medical advice, treatment or consultation in the 12 months before your policy started
Permanent Disablement
Where this is the first claim under the Policy, you may receive twice the amount owing on your card when we are satisfied you are permanently disabled. The maximum benefit paid is $25,000 to your card and $25,000 to you.
  • You must have an occupation from which you receive an income
  • You become permanently disabled (as defined in the PDS)
We won’t pay a benefit for permanent disability if it:
  • Is caused by self-inflicted injury or attempted suicide, regardless of your sanity,
  • Occurred before your policy was in force for 12 months and was directly or indirectly caused by an illness or injury for which you received medical advice, treatment or consultation in the 12 months before your policy started, or
  • The disability was caused by illness and occurred before your policy was in force for 28 days
Terminal Illness
Where this is the first claim under the Policy, you may receive twice the amount owing on your card when you are medically certified as terminally ill. The maximum benefit paid is $25,000 to your card and $25,000 to you.
You meet the Terminal Illness definition, which means an illness or injury which, in the opinion of a medical practitioner, will lead to death within 12 months.
We won’t pay a benefit for terminal illness if it:
  • Is caused by self-inflicted injury or attempted suicide, regardless of your sanity, or
  • Occurred before your policy was in force for 12 months and was directly or indirectly caused by an illness or injury for which you received medical advice, treatment or consultation in the 12 months before your policy started
Death
Where this is the first claim under the Policy, we will pay twice the amount owing on your card when you die. The maximum benefit paid is $25,000 to your card and $25,000 to you.
You pass away.
We won’t pay a benefit for death occurring in the first 6 months of your policy if it was caused by:
  • Suicide or self-inflicted injury, regardless of your sanity, or
  • An illness or injury for which you received medical advice, treatment or consultation in the 6 months before your policy started

*Please note, we will never pay more than $50,000 in total under a policy.

Please note: Limitations and exclusions apply for each benefit type. Please refer to the latest version of the CreditCard Plus Product Disclosure Statement (PDS) for more details.

Call us on 13 3982 between 8am and 5pm, Sydney time, Monday to Friday to discuss your eligibility to claim in more detail.

Things you should know

This advice has been prepared without considering your objectives, financial situation or needs. Before acting on the advice, please consider its appropriateness to your circumstances. This information is provided by CMLA and where we refer to ‘we’ and ‘our’, we mean CMLA.

CreditCard Plus is issued by The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 AFSL 235035 (CMLA) and is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124. A Product Disclosure Statement (PDS) for CreditCard Plus is available online, from any Commonwealth Bank branch or by calling 13 3982 and should be considered in making any decision about CreditCard Plus. You can also download a Financial Services Guide (FSG).