Coronavirus support for CommInsure customers

We’ve partnered with AIA Australia because we believe in providing the right life insurance cover for the right circumstances.

Looking for information on coronavirus (COVID-19)?

Response from the Commonwealth Bank.

Response from AIA Australia.

CommInsure Protection

CommInsure Protection is closed to new customers from 31 March 2020. Existing CommInsure Protection customers will continue to receive the full range of customer service and support they have always received. You can continue to manage your policies largely as you do today, including increases or decreases to cover, changes to beneficiaries, or changes of ownership for ordinary policies.

Rest assured, we will continue to improve CommInsure Protection to ensure it provides valuable, contemporary cover for you. This includes the extension of AIA Priority Protection's pass back feature to all policies in the current CommInsure series, which extends back to 1997.

Product improvements


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Discover more

How to make a claim

  1. Notify us of your claim by phoning CommInsure on 13 1056 immediately after you become disabled. Your claim will be directed to a Case Manager who will spend some time discussing your situation and explaining how we assess the claim and what information we may need.
  2. We send you a claim kit, generally by email or post, within 48 hours. This pack will include a letter explaining the next steps, relevant claim forms and FAQs.
  3. Our Case Managers will review the information you have provided in the claim form and start the assessment of your claim.  Please keep in mind that some waiting periods may apply, depending on the specifics of your policy, which will be clearly indicated on your policy documentation. 
  4. We let you know the outcome of your claim. For accepted claims, we pay your benefit.

The last thing you want to do at claim time is spend time chasing up your claim. We aim to assess all claims within five business days of receiving your completed form. Your claim decision may be deferred if we need additional information to complete the claim assessment.

Claims philosophy

Our claims philosophy is simple. We’re in the business of paying claims as promised by our products. We will treat you with empathy, compassion and respect and guide you through your claim as quickly and simply as we can.

In 2019, CommInsure paid around $980 million in claims to customers under our retail, direct and group insurance policies.

Rehabilitation services

If you’ve been out of action due to illness or injury, getting yourself back into the workforce can be a hard task on your own. As a CommInsure income protection customer, our full time in-house rehabilitation consultants can offer a managed process with appropriate and timely services, at no cost to you.

Our commitments to you at claim time

For our customers at claim time, we are always guided by our spirit of doing the right thing, in the right way, at the right time and with the right people. We want to make a potentially stressful experience as easy as possible, especially during the current situation. We are here to help people when they need it most.

In processing claims, we promise:

  • To not discourage someone from making a claim
  • To fulfil our policy obligations and be consistent in how we manage claims and make decisions
  • To communicate regularly so our customers understand how we’re managing their claim and how we reach our decision
  • To make decisions as promptly as we can and pay accepted claims as soon as we can
  • To treat every customer with respect and be sensitive to their needs
  • To be fair, objective, and professional in the way we manage their claim

If we’re considering declining a claim, we will always offer you an opportunity to give us any information that might help us to reach a different decision. If we still decline the claim, we will offer you an opportunity for an independent review of our decision.

In addition, in the current situation, we will:

  • be flexible in our claims assessment process, including how we obtain medical information
  • assist with urgent financial need – if you tell us you urgently need the benefits you are covered for under your policy, and provide relevant supporting documents, we will:

-   prioritise our assessment and decision in relation to your claim; and/or

-   make an advance payment to you to help ease your immediate hardship

COVID Disability Claims Initiative

We’re proud to support an industry initiative to ensure we don’t disadvantage customers who claim for total and permanent disability (TPD) and who might have lost their job, been stood down or who are working reduced hours as a result of COVID-19.

When assessing TPD claims, the person’s recent working arrangements are relevant, including the number of hours they worked, and whether they were in casual work before their illness or injury happened. Typically, thresholds for what defines total and permanent disability are usually stricter for people who work fewer hours.

This may disadvantage people who have lost their job, been stood down or who are working reduced hours as a result of the current situation. That’s why we’re taking steps to ensure that doesn’t happen.

Our commitment is designed to help existing customers who:

  • Were working in their normal capacity on 11 March 2020
  • Have had reduced working hours or lost their job due to COVID-19 since 11 March 2020
  • Become disabled as a result of an illness or injury between 11 March 2020 and 27 September 2020 inclusive
  • Have maintained their TPD cover at the time you become totally and permanently disabled, and
  • lodge your completed claim form on or before 1 January 2021

If you meet these criteria, we’ll assess your TPD claim based against the disability definition that would have been applied on your working arrangements as at 11 March 2020 (when the COVID-19 pandemic was declared).

This commitment applies to eligible TPD claims where the disability occurs between 11 March 2020 and 28 September 2020, and the claim form is lodged with us before 1 January 2021.

If you have any questions, please contact your financial adviser, or call us on 13 1056, Monday to Friday, 8am to 6pm (AEST/AEDT).

Things you should know

This information has been prepared without considering your personal objectives, financial situation or needs. Before acting on it, please consider its appropriateness to your circumstances. Refer to the relevant Product Disclosure Statement and Financial Services Guide for full benefit details, terms, conditions and exclusions. Life Insurance policies are issued by The Colonial Mutual Life Assurance Society Limited ABN 12 004 021 809 AFSL 235035 (CMLA). CMLA is a wholly owned but non-guaranteed subsidiary of the Commonwealth Bank of Australia ABN 48 123 123 124 AFSL 234945. CommInsure is a registered business name of CMLA. Commonwealth Financial Planners are representatives or authorised representatives of Commonwealth Financial Planning Limited ABN 65 003 900 169 AFSL 231139, a wholly owned but non-guaranteed subsidiary of Commonwealth Bank of Australia.

CMLA has entered into a Joint Cooperation Agreement with AIA Australia Limited (AIA) and Commonwealth Bank of Australia (CBA) for the joint operation of the CMLA and AIA businesses. AIA is part of the AIA Group, the largest publicly listed life insurance group in the Asia Pacific region with a presence in 18 markets. Whilst CBA will remain the ultimate shareholder of CMLA, under the terms of the Joint Cooperation Agreement AIA will have an appropriate level of direct management and oversight of the CMLA business.

CMLA’s Privacy Policy

As part of operationalising the Joint Cooperation Agreement, CMLA has adopted the AIA Australia Group Privacy Policy.