Help us improve our website by completing a quick survey. Start survey now


If you need to make a Loan Protection claim, please call 13 3982 (between 8am and 5pm, Sydney time, Monday to Friday) as soon as possible.

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.

For disablement, terminal illness and trauma claims, evidence from a medical practitioner is required. 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 the Home Loan Protection Product Disclosure Statement or Personal Loan Product Disclosure Statement.

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.

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.

Loan Protection 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 Home Loan Protection Product Disclosure Statement (PDS) and Personal Loan Protection (PDS) are available online, from any Commonwealth Bank branch or by calling 13 3982 and should be considered in making any decision about Loan Protection. You can also download a Financial Services Guide (FSG).