We don’t just talk about claims. We pay them.

Insurance is a promise – a promise to help protect your way of life when the unexpected happens. 

In 2024, we approved over 94% of individual claims and paid $802 million in benefits to over 5,400 customers when they needed it most. Amongst those 5,400 people we helped, our youngest claimant was just 8 years old, and our oldest was 89. This demonstrates our commitment to supporting Australians from all walks of life during challenging times.

The moment you need to make a claim can be emotional and overwhelming. That’s why we are dedicated to making the process simple, personal and supportive.

2024 in claims numbers

$802M

Individual claims paid

5,400+

Customers supported

Income Protection

 

4,081

claims paid

Providing Australians with financial security while they recover.

Insurance

Life Cover

 

493

claims paid

Supporting families during their moments of loss and bereavement.

Health

Critical Illness

 

609

claims paid

Helping people through critical illness.

Total & Permanent Disability

264

claims paid

Providing financial support if you're permanently unable to work.

2024 claims in detail

2024 claims by health condition
2024 claims by gender
2024 claims by insurance product
2024 claims by age

Wellbeing comes first

We believe your wellbeing is as important as your financial security. With Vivo, you have quick access to experts for support with your health, wellness, and recovery. It’s care that’s available to you (and your immediate family for certain services) at any time and at no extra cost—not just when you make a claim.

Get started



Myth vs. reality

Myth #1


Myth:

Insurance companies delay claim decisions and rarely pay claims.


Reality:

In 2024, we approved over 94% of individual claims received, supporting thousands of Australians when it mattered most.

Our claim decisions were faster than industry averages - Total and Permanent Disability (TPD) claims were resolved in 6.2 months (18% faster), Life Cover decisions were made 40% faster, and Income Protection and Critical Illness claims were processed 27% faster than the 1.5-month industry benchmark1.

In 2025, we continue to deliver timely, accurate claim decisions when our customers need us most.

1Source: APRA Life insurance claims and disputes statistics for Claims Duration - Individual Advised.

Myth #2


Myth:

Insurers look for loopholes to avoid paying claims.


Reality:

Insurance is a legally binding contract between you and your insurer. When a valid claim is made under the agreed terms of the policy, it gets paid.
When a claim isn’t paid, this is usually due to one of the following reasons:
  • The circumstances of your claim did not meet the policy terms which entitle you to a benefit. 
  • Inaccurate information: The personal information provided during the application process was not accurate.
  • Policy exclusions: The event or its cause wasn’t covered under the policy terms.
  • Policy lapse: The policy wasn’t in-force at the time the claim event occurred.

Ensuring your cover is appropriate to your needs is key. Speaking with a financial adviser will help with this.

  • Myth #3

    Myth:

    I won't be kept up-to-date on the status of my claim.

    Reality:

    Our goal is to make the process as transparent, supportive, and personal as possible because we know that making a claim often comes at a difficult time.

    Once you lodge your claim, we’ll contact you within 48 hours to introduce your dedicated claims consultant and provide their contact details.

    Within 10 business days, you’ll receive a letter outlining the claims process, your policy details, and any additional information we may need to assess your claim. We’re committed to providing updates on your claim’s progress at least every 20 business days, if not sooner.

  • Myth #4

    Myth:

    Insurance companies make submitting a claim difficult to avoid paying.

    Reality:

    Submitting a claim with us is straightforward and flexible. We offer a variety of ways to lodge your claim depending on the claim type, including email and tele-claims.

    We also make sure you’re only asked for what’s necessary. Our goal is to make the process as smooth and stress-free as possible.  
  • Myth #5

    Myth:

    Mental health claims often end up getting denied.

    Reality:

    Claims for mental health have risen over the past several years; in 2024, 19.1% of all claims we paid were for mental health conditions. We recognise that mental health is just as important as physical health – and our claims philosophy reflects this.
  • Myth #6

    Myth:

    I’m young and healthy, I don’t need life insurance.

    Reality:

    Unexpected life events can affect anyone. Many of the claims we pay come from young and healthy Australians who experience a sudden illness or injury.


Real stories. How we’ve helped our customers.

Dedicated support in your time of need can make all the difference. Watch Damien’s story to hear one of our customers share their claims experience.

Why do some claims get rejected?

While the overwhelming majority of claims are approved, those that aren’t are typically declined on the following grounds:

Top reasons

Policy terms not met

What this means

The terms and conditions outlined in your policy that need to be satisfied in order for us to approve a claim have not been met.

What to know

Understand the types of events which entitle you to make a claim and the information you'll need to provide. Your adviser and our claims team can clarify anything in your policy terms if you're unsure.

Policy exclusions

What this means

Some policies don't cover claims in certain circumstances. This can include claims caused by an excluded event or medical condition, or claims which arise during an exclusion period.

What to know

Understand what your policy does (and doesn't) cover. Speak to your adviser or call us if you're not sure, and to make sure your cover still meets your needs. 

Inaccurate information provided

What this means

Incomplete or inaccurate personal information was provided to us during the application process.

What to know

When you're applying for your policy, be upfront about your personal information, including your medical, financial and occupational history. If there's something you forgot to tell us, let us know as soon as possible. Your adviser can help ensure everything is disclosed correctly.

Policy lapse

What this means

The policy was not in-force due to missed payments.

What to know

Ensure your policy payments are up to date. Many insurers offer grace periods, so reach out if you’re unsure. Call us on 13 65 25 if you need more detail on this.


Support when you have your insurance with us

Simple, stress-free process

Start your claim by speaking to one of our Claim Consultants.

Feel cared for today

Vivo delivers support before the paperwork begins.

Dedicated support

Our team is here to guide you every step of the way.

Need to make a claim? We’re here to help.

Learn more about the claim process.

What to expect and the steps involved if you need to make a claim.

Learn more

Call 1300 125 246

Our team is available between 8.30am to 6pm (AEST/AEDT), Monday to Friday


Useful claims links

Our claims philosophy

We commit to these principles for every claim.

Our promise

Frequently Asked Questions

Common questions and answers about making claim with Acenda.

Get answers

Vivo can support you today

Delivering care today, before you may need to make a claim.

Visit Vivo
Claims data is derived from Acenda Claims Analysis for 2024 retail claims data as at 31/12/2024.