BT Protection Plans. Claims Guide

Transcription

1 BT Protection Plans Claims Guide

2 BT Claims Guide Insurance experts here for you, every step of the way. At BT, our Claim Services team understands that making a claim can seem a little overwhelming. When life doesn t go to plan, your insurance provider should be a source of support, that s why we re here to provide help when you need it. From your initial call through to rehabilitation and recovery, we aim to make your claims process as easy and straightforward as possible. No matter what, you will receive: A personal claims consultant. To ensure your claim receives the attention it deserves. Continual support every step of the way. With regular contact and updates. Efficient and easy service. We assess claims fairly and quickly. More than just insurance. Additional support such as rehabilitation and counselling. At BT we see all kinds of claims across all work sectors and ages all around Australia. Our experience helps us understand that every case is different and each person has a story. In 2014, the insurer of BT Protection Plans*, helped 2,870 customers and their families by providing financial assistance when they needed it most, with over $4 m illion of life insurance claims paid each week, including payments of: around $100 million to help families cope with the loss of a loved one. $68 million in lump sum payments to help our policy holders manage through sickness and injuries. almost $40 million paid in monthly instalments to help when our policy holders were unable to work due to sickness or injury. *The insurer of BT Protection Plans is Westpac Life Insurance Services Limited.

3 The Claims Process How to make a claim There are three simple steps to making a claim and in some cases, it s even simpler and we allow you to claim over the phone which may mean no forms and no signatures. All you need to do is send us a medical certificate. Step 1: Step 2: Step 3: Contact us Collect information Assessing the claim Call us on or us: Lifeclaims@btfinancialgroup.com Tell us what has happened to begin your claim. We ll ask you a few questions to help us work out what type of claim you need to make so we can send you the correct information and a Claims Kit with some helpful information and a few forms to fill out. You ll also be assigned a Personal Claims Consultant to help you every step of the way. Complete and return the forms in your Claims Kit to: BT Life Claims, GPO Box 5467, Sydney NSW 2001 There may be some forms that need to be completed by a medical professional of your choice or some additional information may be required, such as a Drivers Licence or Income Tax returns. If you have a financial adviser we will notify them of your claim so that they can support you through the process. Your Personal Claims Consultant will review the information you have provided and make an initial assessment of your claim. They will then call you to discuss the assessment. We will also send you a letter to confirm the details of your claim and provide you with the contact details of your Personal Claims Consultant. Once your claim has been approved, we will arrange your payment by a direct deposit or cheque and give you a call to confirm your payment has been processed. Claims payments can often be very large lump sums. You may wish to discuss the best way to use your payment with your financial adviser. If your claim is for an Income Protection benefit, your Personal Claims Consultant will make contact with you each month to assess the ongoing payments.

4 BT Claims Philosophy More than just insurance. It s about you and your road to recovery. Hear from our customers: Support when you need it most: I am extremely thankful for your and Bernadette s fantastic support during the last 12 months, you both have been so good to deal with and were always constructive when issues came up. Having experienced what it means to be seriously ill, I have experienced first-hand how important it is to be in good hands. ROBERT At BT, we re not just here for your claims process. We re here to help you achieve a better health outcome and prepare for the best after the unexpected happens. Research** has shown that work contributes significantly to an individual s health and wellbeing and that long-term work absence, work disability and unemployment generally have a negative impact on one s overall state. If your injury or sickness affects your ability to work, managing your recovery and return to work can be difficult, especially if you have to manage it on your own. That s why with BT, you don t have to. We offer more than just a monetary pay out if you are sick or injured. We also give you real support to help get you back to health and work. We offer assistance and access to a range of rehabilitation services that work closely with both you and your doctor to help you prepare for the best possible recovery. Just like insurance, recovery differs for everyone. And we re proud to offer the personalised assistance you need to get back on-track, when you need it. Compassionate Care: Thanks again for your faithful follow up again this morning. I am very thankful for all your support over these 4 years. Your consistency, advice, expertise, insights, and sometimes old fashioned (but semi subtle) agitation have helped me from giving up, helped my treatment options be progressed and explored, and helped me maintain Better Opportunities: They paid for the rehabilitation psychologist. They are continuing to be supportive. They are tracking with me. I m well in every respect now. The only thing I can t do is my job. I m trying to invent a new job for myself. They don t want me to go back to the same job because this was the cause of the problem. They are thinking long term. employment without getting out of my They want to get it right. It is a pretty depth. That BT would have someone of remarkable turn of events. The attitude your character and experience in a role has always been very caring. It is still like yours speaks well of their attitude very caring. Not just caring on a to a tough industry. Thanks again. professional level. It s more than that; it s supportive. It s good to have someone there on your side when you are making tough life decisions. PIERS PETER ** Consensus Statement on Realising the Health Benefits of Work by the Australasian Faculty of Occupational and Environmental Medicine (AFOEM) of The Royal Australasian College of Physicians (RACP).

5 We re here to help Our Claims team is ready to help you whenever you need it. Experienced, knowledgeable and caring, we are passionate about helping you through what can be a stressful time. Working together to offer you a complete service from making a claim through to rehabilitation, our team is here for you, every step of the way. bt.com.au Speak to your Personal Claims Consultant This information is current as at 25 May Case studies are for illustrative purposes only. They are case studies of real life examples, some details have been changed. Awards and ratings are opinions only and not a recommendation to purchase the product. Awards and ratings are current at the time of publication but are subject to change. The Insurer of BT Protection Plans is Westpac Life Insurance Services Limited ABN All BT Protection Plans, except for Term Life as Superannuation and policies paid via SuperWrap, are issued by the Insurer. For Term Life as Superannuation, which is part of the Superannuation Division of Westpac MasterTrust ABN SFN SPIN WFS0112AU RSE R , the issuer and trustee is Westpac Securities Administration Limited ABN RSE L (WSAL). For policies paid via SuperWrap, which is part of Retirement Wrap ABN RSE R , the issuer and trustee is BT Funds Management Limited ABN RSE L The administrator of all policies paid via SuperWrap and Wrap and the arranger of policies paid via Wrap is BT Portfolio Services Ltd ABN (BTPS). BT Protection Plans are distributed by the Westpac Banking Corporation ABN (the Bank). The Insurer, WSAL and BTPS are wholly owned subsidiaries of the Bank. Neither of an investment in, or acquired using, SuperWrap or Wrap nor BT Protection Plans are an investment in, deposit with or other liability of the Bank. Neither the Bank nor any member of the Westpac Group (other than the Insurer and WSAL) guarantees the benefits payable in relation to BT Protection Plans. Investments in, or acquired using, Wrap and SuperWrap are subject to investment risk, including possible delays in repayment of withdrawal proceeds and loss of income and principal invested. None of the Bank or any other company in the Westpac Group stands behind or otherwise guarantees the capital value or investment performance of any investments in, or acquired through Wrap or SuperWrap. This information has been prepared without taking into consideration your personal objectives, financial situation or needs (personal circumstances). Because of this, before acting on this information, you should consider its appropriateness, having regard to your personal circumstances. Conditions, limits and exclusions on cover apply and are explained in the BT Protection Plans Product Disclosure Statement and Policy Document and BT Protection Plans (SuperWrap and SuperWrap Essentials) Insurance Booklet (each a PDS). Before making a decision in relation BT Protection Plans, you should consider the relevant PDS available from advisers. This information has been prepared by the Insurer. BT11811A-0515jp