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Funeral Insurance Claims Q&A

Important note:

The following questions are to be used as a reference guide only and do not substitute or replace your insurance contract, the PDS or Certificate of Insurance.


How do I make a claim?

Step 1

You or a nominated beneficiary (which could be your next of kin or the executor of your Will) simply have to call us on 1300 307 297.

Or

Email: claims@greenstone.com.au

Step 2

A dedicated claims agent will be assigned to your claim, and will contact you to take you through the claims process.

Step 3

Complete all forms provided by your claims agent or simply download the most appropriate form below. Send the completed form(s) along with all required documentation to:

Real Insurance
PO Box 6728
Baulkham Hills NSW 2153

Or

Email: claims@greenstone.com.au

Step 4

Once completed documents are received, we’ll assess the claim and pay, subject to approval, without unnecessary delay.

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When can I make a claim?

You can claim from the date of the insured’s death or the date the insured child suffers from serious illness or injury (if applicable). Please refer to the Product Disclosure Statement for the conditions covered.

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What documents do I need to provide?

  • A fully completed claim form
  • A certified copy of evidence of death – for example Death Certificate, Coroners Report, Attending Medical Practitioners Report
  • A certified copy of evidence of the Deceased’s date of birth – for example a Birth Certificate, valid Passport, valid Driver’s Licence
  • A certified copy of proof of the Claimant’s identity – for example a Birth Certificate, valid Passport, valid Driver’s Licence
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What is a certified copy?

A certified copy is a signed photocopy of an original document. The person signing it must see the original and the photocopy. It can be signed by a Justice of the Peace, Accountant, Solicitor, Doctor, Bank Manager or Police Officer. It means you keep the original document. The certified copy must include a statement “I certify that this is a true copy of the original document”. The certifier must also include their full name, signature, date, registration number (if any) and qualification or occupation on each page of the photocopied documents. Failure to do so may result in a delay in the claim being processed.

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What is a beneficiary?

A beneficiary is the person or persons who are entitled to the benefit. As the Policyowner, you have the option to nominate between one and five beneficiaries to receive a proportion of the Benefit Amount.

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What is a Will?

A Will is a legal document in which you state how you want your assets to be distributed after your death.

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What is an estate?

An estate is the net worth of a person at any point in time. It is the sum of a person’s assets – legal rights, interests and entitlements to property of any kind – less all liabilities at that time.

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What is an executor?

Your executor is responsible for the entire administration of your estate and for carrying out your wishes as set out in your Will.

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How long does it take for a claim to be processed?

Claims are generally paid within 1–2 business days on receipt of the completed claim form and supporting documents. Sometimes this may take longer if the documentation is inconclusive. Where this is the case we will seek additional information to process the claim as promptly as possible.

We will call you as soon as there is an update and every 10 business days to keep you informed of how your claim is progressing.

If your claim is approved, payment will be made promptly.

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How are the payments made?

For nominated beneficiaries the payment will be direct credited to their nominated bank account. If there is no nominated beneficiary then the payment will be made by cheque to the ‘Estate of the late’.

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Who can I contact to get an update on my claim?

Contact our friendly claims department by phone on 1300 307 297 or email claims@greenstone.com.au

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