Life Insurance Claims Frequently Asked Questions

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.


Email: to let us know that you will be lodging a claim.

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
Reply Paid 6728
Baulkham Hills NSW 2153

Step 4

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

When can I make a claim?

You can claim from the date of the insured’s death or diagnosis.

What documents do I need to provide?

  • A fully completed claim form
  • The original Policy Document and Policy Schedule
  • Completed Medicare and PBS form (supplied by us)
  • certified copy of evidence of death – for example Death Certificate, Coroners Report, Attending Medical Practitioners Report
  • certified copy of evidence of the Deceased’s date of birth – for example a Birth Certificate, valid Passport, valid Driver’s Licence
  • certified copy of proof of the Claimant’s identity – for example a Birth Certificate, valid Passport, valid Driver’s Licence

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.

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 1 and 5 beneficiaries to receive a proportion of the Benefit Amount.

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.

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.

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.

What is probate?

Probate is the process of proving and registering in the Supreme Court the last Will of a deceased person.

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

Once we receive all the documentation we have asked for, your claim will be submitted to Hannover (insurer) to be assessed. We will call you as soon as there is an update or within 10 business days of receiving your forms and every 10 business days thereafter to keep you informed of how your claim is progressing.

If your claim is approved, payment will be made promptly. Sometimes assessment leads to a need to obtain additional information. This may require you to provide the necessary information or we may seek it directly from your medical practitioner. In either case, we consider any new information promptly.

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 a cheque will be drawn payable to the ‘Estate of the late’.