Moving our service provider will take some time, so we have teamed up with AIA Australia to ensure that HESTA members can continue to submit income protection claims.
We’re here to support you
How to submit a claim
Download the supporting key documents that must be added to your claim.
You can submit online or post paper claim forms.
Ensure claim form is complete and all supporting documents certified.
Submit your claim using your preferred method.
The above allows us to start the lodgment of your claim. Download the additional documents that will be required to finish the assessment of your claim.
If you have any questions, please review our FAQs or call us.
Choose a claim option that suits you
Submit online
Fill out the online form and remember to upload all the requested supporting documents.
Thank you
Post paper claim forms
Download and complete, then post to:
AIA Australia, PO Box 6111,
MELBOURNE VIC 3004
AIA Australia, PO Box 6111,
MELBOURNE VIC 3004
What happens after you submit the claim
A claim will be opened, and within two days a case manager will be assigned.
Within 10 business days, your case manager will complete an initial assessment.
Following the assessment, they will call you to either
- provide a decision on your claim or
- request further information.
Any questions?
Frequently Asked Questions
For the claims process to kick-off as smoothly as possible, we need the following key documents up front.
- Signed declaration and Authority
- Signed Medical Attendant’s Statement
- Certified ID (Certified by local justice of the Peace)
- Signed claim form
Download the key documents in preparation of your claim submission.
Whilst the above allows us to start the lodgment of your claim, the below additional information will be required to finish the assessment of your claim.
A certified copy of a document such as your Driver’s License or Passport means the document must be certified as a true copy of the original document. The person who certifies it must be either a:
- magistrate of a Commonwealth Court, or CEO of an Australian registered company
- registrar or deputy registrar of a court
- JP or notary public
- police officer
- person in charge of a post office agency or an Australia Post employee of two or more years service
- Australian Consular or diplomatic officer
- officer of an AFSL holder, or an authorised representative of an AFSL holder, of at least two years continuous service
- CPA or chartered accountant of at least two years standing.
There are three ways to submit your claim documents. Please select the option that suits you best:
- Download and complete your paperwork, then send your signed forms back to us at - AIA Australia, PO Box 6111, MELBOURNE VIC 3004 – remember to include a note with the heading “AIA HESTA Claims” and include your full name and member number.
- Download and complete your paperwork and send a scanned version to au.hestaclaims@aia.com – please ensure to include your full name and claim number in the subject line.
- Download and complete the Medical Attendant’s statement and then complete the online form and upload all the requested documents.
The time taken to assess your claim can vary and depends on whether we have all the information needed up front, or if additional information is requested.
You can speed up the process by providing as much information as you can upfront, ensuring that your form is fully complete, and following up with third parties (e.g. doctor) to ensure they provide any information requested from them.
The Medical Attendant’s Statement gives information about the diagnoses, treatment and current status of your condition. We use this information to assist us in assessing your claim.
The Employer Statement helps us understand your work environment and the impact your condition has on your ability to perform your work.
If you have any questions on the progress of your claim please call 1800 043 782 or email us at au.hestaclaims@aia.com. Once HESTA has resumed services, in early June, you can track your claim online via the HESTA Super Member Online portal.
