Make a claim
We know that when you make a claim, it means something hasn’t gone quite right. At CSC, we try to make the process as simple and transparent as possible, giving you peace of mind every step of the way.
This information is only applicable to PSSap and ADF Cover members, for more information on Insurance and Cover for other schemes please see our Insurance and Cover page
We're on your side
We know that navigating a complex process and paperwork is the last thing you want when the unexpected happens. We're here to help. With CSC, you get assigned a case worker who guides you through the process, helps you fill out forms and keeps you updated, so you know exactly what's happened and what comes next. Your claims manager talks to the insurer on your behalf.
Making a claim for injury and sickness in four simple steps
1. Call us and start the process
As soon as you know about your injury or illness, contact us on 1300 725 171. It's important that you don't wait, even if you're on leave or are just about to start your new job. There might be things we can do to help, regardless of the situation. When you call us, we'll appoint you a case manager who will send you out a claims pack.
2. Fill out the paperwork, and we'll check it
Fill out the paperwork in your claims pack and send it to us. We know paperwork can be confusing so your case manager will be there to help you out. We'll then go through everything with the insurer. However, sometimes they'll contact you directly to speed things up with requests for more information or have you undergo a medical examination.
3. The insurer makes a decision
The insurer considers all the evidence and tells CSC whether your claim has been accepted, deferred or declined.
4. We'll review it
At CSC, we're here to help and do right by you. We review every decision independently. We might ask an insurer to review their decision. Your case manager will keep you updated every step of the way. You can also speak to them directly to request a review.
If your income protection claim is successful, your benefits will be paid directly to you, with 15.4% being paid to your PSSap account.
As a note, if you're making a claim for a Total and Permanent Disability or Terminal Illness Benefit, we'll also make a decision about whether we can give you your super balance with your insurance benefit if it's approved.
Making a claim for death
Losing someone close to you is one of the hardest things that you might have to go through. We want to make the process of making a claim as simple as possible for potential beneficiaries.
1. Call us
Call us on 1300 725 171 and let us know what's happened if a loved one dies. We're here to help and make receiving their member benefits as simple as possible.
2. Complete a form
One of our case managers will provide you with a form to fill in as a potential beneficiary. If there's a binding nomination we'll make payments to that beneficiary. If there's no binding nomination we will ascertain the members' dependants.
3. We'll make a decision and let all potential beneficiaries know
Everyone will have 28 days to object to CSC's decision if they want to. If there's an objection our Reconsiderations Committee will request evidence to support the objection and a decision will be made. If anyone has complaints about any decisions whether by CSC or the Reconsiderations Committee, they can be made to the Australian Financial Complaints Authority within 28 days.
4. We’ll provide payments to all beneficiaries
We'll also distribute the super balance with the insurance benefit if it's approved.
Protecting your privacy
We're committed to protecting your privacy. We collect your personal information for the purposes of providing superannuation services to you, improve our products and to keep you informed. We will only share your personal information where necessary for providing superannuation services to you. This may include disclosing your personal information to our scheme administrator, service providers or government or regulatory bodies. Your personal information may be accessed overseas by our service providers.
Please see our privacy policy for full details. Your personal information will not be otherwise used or disclosed unless required or permitted under law. A full copy of our privacy policy as well as the privacy complaint process is available at csc.gov.au/privacy