how to make a claim

Call HESTA for Mercy Super on 1300 368 891 to raise a claim.

We will then send you the necessary claim forms.

You will need to complete the forms and provide these along with a certified copy of the death certificate and a certified copy of the proof of age of the deceased. Potential beneficiaries will also be requested to provide other documentation.

HESTA will check claim forms for completeness. Where potential dependants have been identified they may be asked to clarify their relationship with the deceased at the time of death.

On receipt of completed forms, HESTA advises the Insurer and provides necessary documents for them to assess the claim (where cover exists).

Where death insurance exists, the insurer will assess the claim.

When reviewing the claim, HESTA assesses who is eligible to receive a death benefit taking into account all evidence and any nominations made by the member.

Where necessary we will write to potential beneficiaries to advise them of the decision as to how the death benefit is to be paid. Potential beneficiaries then have 28 days to lodge an objection if they disagree.

If an objection is received, HESTA may confirm its decision or can vary its original decision. Potential claimants are then given 28 days to lodge an objection with the Australian Financial Complaints Authority (AFCA) for an independent review.

Payment takes place after the expiration of the 28 day period, if no objection has been received.

Call HESTA for Mercy on 1300 368 891 to raise a claim. We will confirm whether you have death cover (including terminal illness) and advise you of the claim requirements. We will send you a claims pack.

You, your treating specialist and general practitioner will need to complete the forms.

You send completed forms to HESTA for Mercy Super for checking before they are forwarded to the Insurer (where you have insurance cover).

The insurer assesses your claim and any medical evidence you provide to support your claim.

For an insured terminal illness benefit, your doctors must indicate that you are likely to pass away within 24 months despite any reasonable medical treatment. 

If you have Death Cover and your claim is accepted by the Insurer, any terminal illness benefit is paid to your superannuation account. Payment may be made to you tax free.

• the date you were medically certified by your doctor that you could no longer work
• the date you were last at work
• the date you were diagnosed with your medical condition, and
• the date you last worked in your normal duties.

2. We'll then email or post a claims pack to you.

3. We'll also help you though the process so we can get information requirements back to the insurer so that they can start to assess your claim. 

Insurer assesses your claim for a Total and Permanent Disablement benefit

The Insurer may request further evidence from you, your doctor or employer.

If the Insurer believes evidence exists that does not support your claim you will have the opportunity to provide further evidence to the Insurer, a process known as ‘procedural fairness’.

The Insurer will request you provide any further evidence you have not previously submitted to support your claim.

The Insurer will continue assessing your claim based on any new evidence and may seek further clarification from your treating doctors and/or vocational specialists or your employer.

If your claim is accepted by the insurer

Cover you are entitled to is paid to your superannuation account. HESTA for Mercy will contact you to discuss your benefit payment options. Where you claim is successful, any Death Cover you had through your account will generally cease (unless your Death Cover exceeds your TPD Cover, then the residual Death Cover can remain).