How can I apply for cover? 

If you are an existing member and want to apply for insurance cover or increase your insurance cover:

  • You need to decide what type and level of cover is best for you. Find out more 
  • You will need to answer a few questions on your health and lifestyle. Based on your answers you will be provided with a notice of acceptance or decline.

You have a duty to tell us about anything that you know, or could reasonably be expected to know, that may affect the insurer’s decision to insure you and on what terms. 

How to let us know

  • Log on to NetBank and select your Essential Super account > Insurance > Add, change or cancel your insurance, choose the insurance cover you wish to apply for and answer the questions and click submit
  • Call us on 13 4074, Monday to Friday, 8am to 7pm (Sydney time)

We will notify you in writing if your application is accepted or declined.

How can I cancel or reduce my cover? 

If you want to reduce or cancel your insurance cover: 

  • You can check your insurance cover and the premiums you’re paying in your latest annual statement or Log on to NetBank and select your Essential Super account > Insurance

If you cancel your cover: 

  • We’ll stop deducting premiums from your super account 
  • You won’t be able to make an insurance claim for events that happen after the day you cancelled but you can still claim for events that occurred prior to cancellation
  • Your cover will only start again if the insurer accepts a new application for cover, which will be subject to providing health information for the insurer’s consideration
  • Because you are replacing it with a new insurance cover, we recommend waiting until that cover is in place before cancelling this one

We recommend you consider getting financial advice to help work out if reducing or cancelling your cover is right for you.  

How to let us know

Or to reduce and cancel you can complete a reduce or cancel insurance form, then mail us your completed form or upload it via e-Post. Contact us on 13 4074 if you would prefer the form mailed to you.

How can I claim on insurance?

We are here to help if you need to make a claim on your insurance cover through Essential Super, as we understand you may be going through a difficult time.  

Delivering on our Trustee’s claims philosophy, we are here to ensure all genuine claims are assessed and paid as soon as possible.

What you’ll need

Don’t worry if you’re having trouble gathering this information - get together what you can.

Steps to making a claim

Step 1. Contact us to start your claim (We’re here to Help)

Our representatives will spend some time discussing your situation, explain to you how your claim will be assessed and what information you need to provide.  

We’ll send you a claims kit within 48 hours of receiving your request, generally by email or post. This pack will include a letter explaining the next steps and the relevant claim forms.

Step 2. Complete and return your claims forms

Complete the relevant claims form(s)*, then return it along with any relevant documentation, either by:

To avoid delays, you’ll need to complete every required section of the claims forms accurately and provide all medical or other certificates required.

*The claims form(s) are provided by our insurance provider AIA Australia Limited (insurer) under policies issued to our Trustee, Colonial First State Investments Limited (Colonial First State).

If you are experiencing difficulty with the forms or process, our team is here to help. Call us on 13 4074 (Monday to Friday 8am to 7pm, Sydney time).so we can support you through the claims process.

Your case manager will get in contact with you once they’ve reviewed your claims information.

They may request more information from you to progress your claim.

If you have any concerns or questions about how the insurer is handling your claim while it is being assessed, you can contact Colonial First State at any time for further assistance via email essentialsuperclaims@cba.com.au or call 13 4074 (Monday to Friday 8am to 7pm, Sydney Time).

Step 3. We'll let you know the outcome of your claim

The outcome of your claim will depend on your personal circumstances and the type of claim submitted. 

For accepted claims the payment will be credited to your super account. You’ll also need to meet a superannuation condition of release for the funds to be paid to you. 

Colonial First State will review all claims declined by the insurer, to make sure they have been assessed correctly and that the insurer's decision is fair and reasonable.

What to do if you have a complaint

We recognise that the claims process can be complex, but we’re here to support you and make this as smooth as possible. If you have a complaint, please tell us so we can fix the problem. 

Documents you need to start your claim

Depending on your claim, we need the following documents to start the claims process. We’ll also advise if other documents are required to proceed with the claims process.

Death claims

  • Certified copy of Death certificate
  • Certified copy of proof of identity of the deceased,  (this can be a driver’s licence, passport or birth certificate).
  • Certified copy of proof of identity of the person making the claim, (this can be a 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 form

* NOTE: the claim process can commence without these documents but they may be required before we can pay the claim.

Terminal illness claims

  • A medical statement completed by two registered medical practitioners, at least one of whom is a specialist in the field, certifying that you have been diagnosed as having less than 24 months to live.
  • Certified copy of proof of identity, (this can be a driver’s licence or passport).
  • Authority to release information to our insurer
  • Completed claims form

Take me to terminal illness claims forms

Total and permanent disablement (TPD) claims:

  • A medical statement from your medical practitioner confirming that you’re unlikely to return to work due to a permanent 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 (this can be a driver’s licence or passport).
  • Authority to release information to our insurer
  • Completed claims form

Take me to total and permanent disablement (TPD) claims forms

We’re here to help

If you have any questions or need more information regarding insurance cover

Use our online tools

View your insurance details online at any time by logging in to NetBank and selecting your Essential Super Account  

You can also view your account anytime in the CommBank app.

Contact us if you have questions 

  • Email us: contactessentialsuper@cba.com.au  
  • Call us on 13 4074, Monday to Friday 8am to 7pm, (Sydney time). Overseas dial +61 2 9303 3000 
  • Mail: Essential Super, Reply Paid 86495, Sydney NSW 2001 

How to make a complaint

We recognise that even in the best run organisations things can go wrong. If you have a complaint, please tell us so we can fix the problem. Most complaints can be resolved within a few days.  If your complaint cannot be resolved quickly, we will investigate the complaint, answer your questions and do all we can to resolve the situation to your satisfaction. 

In resolving your complaint, we’ll: 

  • Acknowledge your complaint and make sure we understand the issues
  • Record your complaint and investigate the matters raised
  • Do everything we can to fix any problems 
  • Keep you informed of our progress 
  • Give you a reference number as well as the name and contact details of a person through whom you can follow up at any time 
  • Provide a written resolution letter which explains our investigation, decision and reasons for our decision

We will make every effort to resolve your query as quickly as possible. There are maximum timeframes in which the final response must be provided to you, depending upon the type of complaint.  Currently, for superannuation/pension complaints we must provide a final response within 90 days, and for general investment product related complaints within 45 days, however from 5 October 2021 these maximum timeframes will be reducing to 45 and 30 days respectively, with 90 days remaining for complaints regarding a discretionary death benefit distribution.  We aim to resolve your complaint much faster though than these maximum timeframes.

To lodge a complaint, you can contact us by:

Phone: 13 4074, Monday to Friday 8am to 7pm, (Sydney Time)
Email: membercare@colonialfirststate.com.au
Mail: Complaints Resolution
Replay Paid 27
Sydney NSW 2000
Website: Our Trustee’s Complaints policy

 

External dispute resolution

If at any time you are not satisfied with how we are handling your complaint or the resolution we have provided you can lodge a complaint with the Australian Financial Complaints Authority (AFCA). AFCA provides fair and independent financial services complaint resolution that is free to consumers. You can contact AFCA by:

Phone: 1800 931 678 (free call) 

Email: info@afca.org.au 

Mail: Australian Financial Complaints Authority 
GPO Box 3
Melbourne VIC 3001 

Website: www.afca.org.au

Time limits may apply to complain to AFCA so you should act promptly or otherwise consult the AFCA website to find out if or when the time limit relevant to your circumstances expires

Things you should know:

Colonial First State Investments Limited ABN 98 002 348 352, AFSL 232468 (CFS) is the issuer of interests in Commonwealth Essential Super ABN 56 601 925 435 (Essential Super) and is a wholly owned but non-guaranteed subsidiary of Commonwealth Bank of Australia ABN 48 123 123 124 (Commonwealth Bank). This document is issued by CFS and may include general financial product advice but does not consider your individual objectives, financial circumstances or needs. You should read the Product Disclosure Statement (PDS) and the Reference Guide for Essential Super carefully and consider whether the information is appropriate for you before making an investment decision. Download the PDS and Reference Guide at commbank.com.au/essentialsuper-documents or call us on 13 4074 for a copy. The Commonwealth Bank provides certain distribution and administrative services to the Trustee. The Commonwealth Bank and its subsidiaries do not guarantee the performance of Essential Super or the repayment of capital by Essential Super. An investment in Essential Super is via a superannuation trust and is therefore not an investment in, deposit with, or other liability of the Commonwealth Bank or its subsidiaries and is subject to investment risk, including loss of income and capital invested.

The insurance provider is AIA Australia Limited ABN 79 004 837 861 AFSL 230043 (AIA Australia). AIA Australia is not part of the Commonwealth Bank Group. The insurance cover is provided under policies issued to the Trustee.