Our Claims Promise

The point at which personal insurance actually has to deliver is the claim — and it is also when the process is hardest, because the policyholder is usually already dealing with serious illness, injury, or grief. A claim is not a single event. It is a months-long sequence of medical evidence gathering, employment and financial records, insurer assessment, sometimes independent medical examinations, and — for ongoing benefits like income protection — repeated review. Doing it well materially affects the time to payment and, occasionally, whether the claim is accepted at all.

The structured assistance described on this page covers the full lifecycle: early notification, building the medical and financial evidence pack, submitting the claim, managing back-and-forth with the insurer's claims team, and ongoing case management for benefits that pay over time. Across the nine insurers on the IMFL panel — AIA, Zurich, TAL, OnePath, ClearView, NEOS, Encompass, Acenda, and Futura — claims processes and turnaround times vary. The advocacy work is to present each claim in the way that insurer's assessors expect to see it, not to over-promise on outcomes. Where a claim is questioned, the next step is usually more evidence rather than dispute escalation; where escalation is needed, the path through AFCA is set out for you.

The information below is general in nature and outcomes vary by policy, condition, and insurer. Existing IMFL clients should make contact as soon as a potential claim event arises so the documentation work can start early. Prospective clients can read through to understand what the support looks like before deciding to place new cover.