Claims support

We know how important working is to your overall wellbeing. It plays a key role in your recovery after any sickness or injury.

ClearView is proud to support the ‘Realising the Health Benefits of Good Work Consensus Statement’. An initiative of the Australasian Faculty of Occupational and Environmental Medicine (AFOEM) of The Royal Australasian College of Physicians (RACP) which highlights that good work boosts the health of employees, their families, and society. It also stresses that long-term absence from work can negatively impact health, and that having access to good work can reduce poverty and social exclusion.

At ClearView, we believe in supporting our customers and the community. During your claims journey, we aim to positively impact your life by providing benefits, occupational rehabilitation, financial health coaching, business coaching, or helping you improve your qualifications where appropriate.

A personalised suite of Wellbeing and Recovery solutions is available to aid you in your journey towards improved quality of life, connecting you with the right services to assist with your goals including developing a plan to return to work and overall better health.

Depending on your type of cover, you may be entitled to our Grief Support Benefit if we pay the benefit amount.

We’ll reimburse the cost of up to four hours of grief counselling sessions for you or an immediate family member up to $1,000 for each person insured.

For more information, refer to our latest PDS.

During times of stress or vulnerability, many of us seek additional support. At ClearView, we’re dedicated to providing that extra assistance if you’re facing challenges.

We recognise that some people may have unique needs when making a claim, making an enquiry, making a complaint or communicating with us. This may include First Nations people, older persons and people with mental health conditions, people with a disability, individuals from non-English speaking backgrounds, people with low levels of literacy and/or individuals in financial distress or in abusive relationships.

We’re committed to providing you with support and compassion, patience and empathy. We’ll listen to better understand your unique circumstances.

Mental health support

If you need extra help during the claims process, please let us know. We will work with you to provide the support you need with empathy and respect.

Interpreting services

If English is not your first language, we can provide an interpreter. This may be a staff member or an external interpreter, depending on your needs. We will record your interpreting needs and plan ahead to meet them. If you decline an interpreter, we will also note this.

To arrange an interpreter, call us at 1300 730 832 (9am-5pm AEST, Monday to Friday) or use the National Translating and Interpreting Service at 131 450 or tisnational.gov.au.

Support for impaired vision, hearing, or speech

If you have impaired vision, hearing, or difficulty speaking, we can communicate with you in a way that works best for you. For accessible formats, call 1300 730 832 (9am-5pm AEST, Monday to Friday) or email [email protected]. You can also contact us via the National Relay Service at 1300 555 727 or nrschat.nrscall.gov.au.

Difficulty providing information

We understand some customers may struggle to provide certain documents or take part in assessments within the timeframes we set. We will work with you to find solutions, and where available, we can attempt to collect information on your behalf with your permission.

Urgent financial need for income protection claims

Please tell us if you are in urgent financial need of the benefits for which you are covered for under the policy. You will need to provide supporting documents like bank statements or overdue notices. If you demonstrate urgent financial need, we will take all reasonable steps to prioritise your claim and may make an advance payment to help with immediate hardship.

We will notify you of our decision within five business days after receiving your documentation.

Other ways to help

We appreciate that the circumstances surrounding a claim are often difficult and it is important that you and your family are provided with the help and support required. In addition to speaking with ClearView, the following government and community-based organisations may be able to provide further assistance around health advice, mental health support, financial counselling and relationship support services.

We encourage you to speak to your treating doctor around support services available and to dial 000 if you are experiencing a crisis and require immediate assistance.

For more information on how we support our vulnerable customers, visit our Customers Experiencing Vulnerability page.