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

We understand this may be a difficult time for you. We are here to help and hope we can make the insurance claims process as easy as possible..

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.

Please refer to the Insurance claims fact sheet and a Step-by-step claims guide to understand the claims process and how we handle claims.

 

 

 

The Steps

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

We will spend some time discussing your situation with you, explaining how your claim will be assessed and what information you need to provide.

We will send you a claims kit by email or post. This kit includes a letter explaining the next steps as well as the relevant claims form(s)*.

Step 2. Complete and return your forms

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

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

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

You’ll be assigned a dedicated claims assessor by the Insurer, who will get in contact with you once they’ve reviewed your claims information, and will be your main point of contact.

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 Essential Super account. You’ll need to meet a ‘condition of release’ for the funds to be paid to you. More information on the ‘conditions of release’ is available in the Insurance claims fact sheet or Step-by-step claims guide.

The Trustee will also review all claims declined by the Insurer to make sure they have been assessed correctly and that the claims 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. 

*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)

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.

Please refer to the Insurance claims fact sheet and a Step-by-step claims guide to understand the claims process and how we handle claims.

Death claims

  • A certified copy of the Death Certificate
  • A certified copy of the proof of identity of the deceased (this can include driver’s licence, passport or birth certificate).
  • A certified copy of the proof of identity of the person making the claim (this can include a driver’s licence or passport)
  • A certified copy of the probate/letters of administration (if any)*
  • A certified copy of the Will (if any)*
  • Authority to release information to our insurer

*PLEASE NOTE: The insurance claim can commence without these two documents but they may be required before we can pay the claim.

Terminal illness claims

  • A medical certificate from your treating specialist confirming that you have been diagnosed as likely to have less than 24 months to live.
  • A second medical certificate from your medical practitioner confirming that you have been diagnosed as likely to have less than 24 months to live.
  • A certified copy of the proof of identity (this can include a driver’s licence or passport)
  • Authority to release information to our Insurer
  • The completed Insurance claim 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 permanent disability.
  • If you are under 60, for tax purposes, please supply a second medical statement confirming that you’re unlikely to return to work due to permanent disability.
  • An Employer statement. (This is not required if you have only been self-employed in the 12 months prior to the claimed event.)
  • A certified copy of proof of identity (this can include a driver’s licence or passport)
  • Authority to release information to our insurer
  • The completed claim form.

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

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).

We’re here to help

Use our online tool

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 

If you have any questions or need more information regarding insurance cover within Essential Super please contact us.

  • 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 

Do you need access to an interpreter? Please ask us at the beginning of the call to arrange this service for you. 

You can call us via the National Relay Service (NRS) if you are deaf and/or find it hard hearing or speaking with people on the phone

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 (CFSIL) is the issuer of interests in Commonwealth Essential Super ABN 56 601 925 435 (Essential Super). Colonial First State (CFS) is Superannuation and Investments HoldCo Pty Limited ABN 64 644 660 882 and its subsidiaries which include CFSIL. Commonwealth Bank of Australia ABN 48 123 123 124 (the Bank) holds a significant minority interest in CFSIL. The content on this page is issued by CFSIL and may include general financial product advice but does not consider your individual objectives, financial circumstances or needs. The Target Market Determinations (TMD) for our financial products can be found at www.cfs.com.au/tmd and include a description of who the financial product is appropriate for, and any conditions on how products can be distributed to customers. 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 any decision regarding this product. Read the PDS and Reference Guide, or call us on 13 4074 for a copy. Neither the Bank, CFS, nor any of their respective subsidiaries guarantee the performance of Essential Super or the repayment of capital. An investment in this product is subject to risk, loss of income and capital invested. An investment in Essential Super is via a superannuation trust and is therefore not an investment in, deposit with or other liability of the Bank or its subsidiaries. Where we mention ‘we’, ‘us’ or ‘our’, we mean CFSIL.

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.