Step 1

Call our team on 1800 060 215 between Monday to Friday, 9am to 6pm (Melbourne time) to tell them you want to make a claim. They will ask you a few questions to find out more about your relationship with the deceased, and who has responsibility for handling the estate.

Step 2

Next the consultant will email or post you the claim forms to complete.

Step 3

Once you’ve completed the forms, please post them to: Child Care Super, GPO Box 1088, Melbourne, Victoria 3001

Ensure you include copies of any other documents requested during the phone call. These may include:

• A certified copy of the Death Certificate of the deceased.

• A certified copy of identification of the deceased.

• Birth Certificate of the deceased.

• Marriage Certificate (if applicable) of the deceased.

• Will of the deceased.

• ID documents for yourself as the claimant.

The assessment of the claim will start once Child Care Super has received documents from all relevant parties. We will pass your claim on to our insurer, MetLife.

Step 4

MetLife’s average claim time is under a month – one of the fastest in the industry. We’ll keep you updated along the way and Child Care Super may contact you if more information is required.

Step 5

Child Care Super will let you know in writing whether your insurance claim has been approved.

Superannuation law provides that only certain people can receive a superannuation death benefit. They generally include:

• The spouse or de-facto spouse at the date of death.

• A child, regardless of the age of the child.

• A financial dependent (at date of death).

• Someone in an independency relationship (at date of death).

• The Legal Personal Representative of the deceased as nominated via the Will of the deceased or by obtaining Letters of Administration.

Unfortunately, parents of the deceased cannot normally receive a superannuation death benefit simply because they are the parents of the deceased.

Unless a valid Binding Death Benefit Nomination has been made, the Superannuation Trustee (Child Care Super) will determine how the Death Benefit is to be distributed.

Step 6

If you disagree with our decision about how the death benefit is to be distributed there will normally be a period of 28 days from the date of the decision letter that allows relevant parties to object. This needs to be accompanied with enough evidence for us to reconsider the decision. Once we have reviewed the objection, we will confirm or change our original decision

If any potential beneficiaries still object to the decision, they can lodge a complaint with the Australian Financial Complaints Authority (AFCA) within 28 days of the final decision.

If there are no objections received, then we will continue with the payment process.

Step 7

Once payment is approved, the funds will be paid by electronic transfer to nominated bank accounts.

It may be possible for a superannuation death benefit to be rolled over into a superannuation account rather than paid in cash. If you want to know more about this option, speak to our team on 1800 060 215.

Please refer to the Child Care Super Insurance Guide for more information on Death cover insurance.