How to claim income protection insurance

Last updated: July 2026

Key takeaways

• Making an income protection insurance claim starts by notifying your insurer and following their process
• The information your insurer requires will depend on their requirements Claim assessment timeframes vary depending on the information provided and the complexity of the claim
• If your claim is approved, benefits are usually paid in line with your policy terms after any applicable waiting period has been met

If you're unable to work because of a covered illness or injury, making an income protection insurance claim usually involves notifying your insurer, completing a claim form and providing supporting information, such as medical and income documentation. The exact process and documents required can vary depending on your policy and individual circumstances.

Preparing your information early and responding promptly to any requests from your insurer may help your claim progress more smoothly. During the assessment process, your insurer may ask for additional medical, financial or occupational information before making a decision.

A step-by-step guide to claiming income protection insurance

While the claims process can vary between insurers and policies, there are some common steps you'll usually follow when making an income protection insurance claim. Understanding what's involved may help you prepare the information your insurer needs and reduce unnecessary delays during the assessment process.

Keep reading: How does income protection insurance work?

Step 1: Contact your insurer

If you're unable to work because of a covered illness or injury, contact your insurer as soon as possible to let them know you may need to make a claim.

Your insurer can explain:

• how to start your income protection insurance claim
• which claim forms you'll need to complete
• what supporting documents may be required
• what to expect during the claims process.

Before lodging your claim, it can also help to understand what's covered by income protection insurance. If you have questions about your cover or the claims process, this is also a good opportunity to ask for clarification before submitting your claim.

Step 2: Complete the claim forms

Your insurer will usually ask you to complete one or more claim forms. Take the time to read each question carefully and provide complete and accurate information.

Depending on your circumstances, you may be asked for details about:

• your illness or injury
• your employment and occupation
• when you last worked
• your income
• your treating doctor or healthcare provider.

Before submitting your forms, check that all required sections have been completed. Missing information can result in your insurer requesting additional details before they can continue assessing your claim.

Step 3: Gather your supporting documents

Along with your claim form, you'll generally need to provide documents that help your insurer assess your claim.

Depending on your policy and individual circumstances, these may include:

• medical certificates or reports from your treating doctor
• proof of income
• employment information
• any other documents requested by your insurer.

The information required can vary from claim to claim. Providing clear and complete documentation when requested may help your insurer assess your claim more efficiently.

Keep reading: What does income protection insurance cover?

Step 4: Participate in the claim assessment

After receiving your claim, your insurer will assess it in line with your policy terms and the information you've provided.

During this process, they may request additional information, such as:

• updated medical evidence
• further income or financial information
• occupational details
• clarification about your claim.

Responding promptly can help keep your claim moving. Every claim is different, so the information needed will depend on your individual circumstances and the requirements of your policy.

Step 5: Receive the claim outcome

Once your insurer has reviewed your information, they'll let you know the outcome of your claim.

The time it takes to assess a claim can vary depending on factors such as the complexity of the claim and whether additional information is required. If further evidence is needed, your insurer will explain what's required before a decision can be made.

Tips to help your claim progress smoothly

Making an income protection insurance claim can feel easier when you know what information your insurer is likely to need. While every claim is assessed on its own merits and in line with the policy terms, taking a few practical steps may help avoid unnecessary delays during the process.

• Notify your insurer as soon as possible: If you're unable to work because of a covered illness or injury, contact your insurer early so they can explain the claims process and what information you'll need to provide
• Complete your claim forms carefully: Check that all questions have been answered accurately and that any requested sections have been completed before submitting your claim
• Provide supporting documents promptly: Medical certificates, proof of income and other requested documents help your insurer assess your claim. The documents required will depend on your policy and individual circumstances
• Keep copies of your paperwork: Saving copies of your claim forms, medical documents and correspondence can make it easier to respond if your insurer requests additional information
• Respond to requests for further information: During the assessment process, your insurer may ask for additional medical, financial or occupational information. Providing this as soon as possible can help your claim continue to progress
• Review your policy documents: Understanding your policy's waiting period, benefit conditions and any exclusions can help you know what to expect during the claims process. If you're unsure about any aspect of your cover, contact your insurer for clarification

Common reasons an income protection claim may not be paid

Income protection insurance claims are assessed against the terms, conditions and exclusions of the policy. A claim may not be paid if the policy requirements aren't met, required information isn't provided, or an exclusion or policy limit applies.

The following are general examples of situations that may affect whether an income protection insurance claim can be paid. Your own claim will depend on your policy and individual circumstances, so it’s important to check your Product Disclosure Statement (PDS) or contact your insurer if you’re unsure.

Claiming income protection insurance for a mental health condition

Whether a mental health condition is covered depends on the policy terms, conditions and any applicable exclusions, so it's important to review your policy documents to understand how your cover applies.

What if your income protection insurance is through your superannuation fund?

Some superannuation funds offer income protection insurance to eligible members, although this varies between funds and member arrangements. If you're looking for information about how to claim income protection insurance through your Australian super fund, it's important to know that the claims process may differ from the process for a policy held directly with an insurer.

Each super fund has its own:

• claims process
• eligibility requirements
• claim forms
• evidence requirements
• policy terms and conditions.

If your income protection insurance is held through your superannuation, your first step is usually to contact your super fund or log in to your member account. They can explain how to start a claim, what documentation you'll need to provide and whether any additional forms are required.

Keep reading: Income protection insurance through superannuation

Ready to start your claim?

Making an income protection insurance claim doesn't have to be complicated. Understanding the claims process, preparing the required information and responding to requests from your insurer can help your claim progress as smoothly as possible.

If you're a Real Income Protection Insurance customer, visit our make a claim page for more information about lodging an income protection insurance claim.

Frequently asked questions

How do I claim income protection insurance?

To claim income protection insurance, you'll need to notify your insurer, complete the required claim forms and provide supporting information, such as medical evidence and proof of income. The exact process and documentation required will depend on your policy and individual circumstances.

What documents do I need to make an income protection claim?

The documents required vary depending on your policy and the nature of your claim. Your insurer may request medical certificates or reports, proof of income, employment information and any other documents needed to assess your claim in line with the policy terms.

How long does an income protection insurance claim take?

There isn't a standard timeframe for all claims. The time needed to assess a claim depends on factors such as the complexity of the claim, the supporting information provided and whether additional evidence is required. Your insurer will let you know if they need further information before making a decision.

Can I claim income protection due to depression or another mental health condition?

Some income protection insurance policies may provide cover for mental health conditions, including depression, subject to the policy terms, conditions and any applicable exclusions. Claims are assessed individually, and your insurer may request medical and other supporting information as part of the assessment process.

Can I claim income protection insurance through my superannuation fund?

If your income protection insurance is held through your superannuation, you'll usually need to make your claim through your super fund. Each fund has its own claims process, documentation requirements and policy terms, so it's best to contact your fund directly for information about making a claim.