Delivering on our claims process

We’re always here for our customers at claim time and recognise that every customer has a genuine need. Our team of claims assessors and support staff approaches clients with integrity, fairness, and compassion.

We strive to make the right decisions in a timely, consistent, professional and empathetic way.

Our Case Consultants are encouraged and empowered to tailor their assessment approach to the customer's needs.

Dedicated support in your client’s time of need can make all the difference. In 2024, Acenda Life paid $1.1 billion in claims, supporting 8,849 Australians and their families.

We were named Claims Team of the Year (two years running) at the ALUCA Life Insurance Excellence Award.

Total number of claims paid

See how Acenda Life’s claims care changed Damien’s life from cycling one day to hospital the next. Damien shares with us how life insurance was able to help him focus on his recovery and continue being there for his family.

How Our Claims Process Works

Our contemporary claims management model, and the team that uses it, aims to put the customer first. We designed it to reflect the most important values in our claims philosophy:

1. Our claims teams deliver better and faster customer outcomes by combining the expertise of claims consultants, lead consultants, and recovery specialists (rehabilitation consultants), enabling them to manage claims holistically.
2. End-to-end claims model – We support our customers with a focus on early intervention, functional capacity, holistic case management, return-to-work and ongoing support processes.
3. Customer conversations – We focus on conversations with customers (telephone calls, particularly) to understand them as individuals as best as we can. We minimise the use of claims forms when it’s reasonable.
4. Case conferencing – Our Case Consultants and internal specialists regularly confer to provide evidence-based management solutions for each customer.
5. Specialist care and customer support – We have structured our claims teams to be multidisciplinary, focusing on supporting our customers’ needs. Our specialised mental health and long-term care teams provide customers with appropriate support throughout their claims journey.
6. ClaimVantage – We use ClaimVantage, an industry-leading cloud-based claim management system that provides a single, streamlined view of the customer and their claim. This delivers an easier, faster claims experience for customers.

Life Insurance Code of Practice

Acenda Life has adopted the Life Insurance Code of Practice and, as a member of the FSC, upholds all obligations set out in the Code. Read More.

Capital position

As a life insurer, we’re required to hold extra capital to ensure that we’re well equipped to pay claims now and in the future. The Australian Prudential Regulation Authority (APRA) also requires life insurers to publish, at least annually, their capital adequacy position. To find out about our capital adequacy position, please read or download our Capital Adequacy Disclosure document.

Claims Philosophy & Process Frequently Asked Questions