Making a Loan Protection claim

This page includes important questions we will ask when you make a Home Loan Protection claim.

Things you should know:

Our claims team is available to answer your questions on 13 3982 between 8am and 5pm, Monday to Friday (Sydney time).

Here are some of the questions we'll ask if you make an unemployment claim. If you answer "yes" to all of these questions then you may be eligible.

  • Did you lose your job involuntarily?
  • Were you employed for 90 consecutive days before becoming unemployed?
  • Were you in permanent or other non-seasonal employment?
  • If not in permanent employment were you working an average of 15 hours per week?
  • Were you unemployed for more than 30 days?
  • Are you actively looking for a job in Australia?
  • Did you have your policy for more than 60 days before finding out that you were going to become unemployed?

You can find out more about our definition of "unemployed", waiting periods and exclusions in the Home Loan Protection Product Disclosure Statement or the Personal Loan Protection Product Disclosure Statement.

Disablement claims

Here are some of the questions we'll ask if you make a disablement claim. If you answer "yes" to all of these questions then you may be eligible.

  • Are you unable to work due to an injury or illness?
  • Were you employed for at least 90 consecutive days before being diagnosed?
  • Were you in permanent or other non-seasonal employment?
  • If not in permanent employment, were you working an average of 15 hours per week?
  • Were you unable to work for more than 30 days due to your injury or illness?
  • If you are suffering from in illness, did you have your policy for more than 30 days before suffering from your first apparent symptoms or receiving your first treatment?

You can find out more about our definition of "disabled", waiting periods, and exclusions in the Home Loan Protection Product Disclosure Statement or the Personal Loan Protection Product Disclosure Statement.

Trauma claims

Here are some of the questions we'll ask if you make a trauma claim. If you answer "yes" to all of these questions then you may be eligible.

  • Have you been diagnosed with cancer, coronary artery disease requiring bypass surgery, or have you had a heart attack or stroke?
  • Did you have your policy for more than 90 days before being diagnosed?
  • Did you have your policy for more than 90 days before suffering from your first apparent symptoms or receiving your first treatment?

Trauma cover conditions are:

  • Cancer
  • Coronary artery disease requiring bypass surgery
  • Heart attack
  • Stroke

Trauma conditions have specific meanings and a benefit is only payable if you meet the precise meaning of the definition set out in the Home Loan Protection Product Disclosure StatementPersonal Loan Protection Product Disclosure Statement and the Loan Protection Medical Definitions Reference Guide.

Terminal illness and death claims

Here are some of the questions we'll ask if you make a terminal illness or death claim. If you answer "yes" to all of these questions then you may be eligible.

  • Has the policyholder passed away or been diagnosed with less than 24 months to live?
  • Did the death or diagnosis occur after the policy started?
  • Was the policyholder free of apparent symptoms or the need for treatment in the year before opening their policy?

You can find out more about our definition of "terminal illness", waiting periods and exclusions in the Home Loan Protection Product Disclosure Statement or the Personal Loan Protection Product Disclosure Statement

Get in touch

To find out more about making a Loan Protection claim, call 13 3982 between 8am and 5pm, Monday to Friday (Sydney time).

Things you should know

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. All claims are administered by CMLA. When reference is made to “us” or “we”, this means CMLA. The Home Loan Protection Product Disclosure Statement (PDS) and the 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.