Frequently asked questions
The questions people ask most often before they claim.
If your question is not here, call us on 1300 679 222 and ask. There is no charge for the conversation.
Whether you can claim
Do I have to have stopped work permanently?
No. Most policies ask whether you are unlikely to return to work you are suited to by education, training and experience — not whether you will never work again.
The injury did not happen at work. Can I still claim?
Yes. A TPD claim does not ask how you were hurt. A car accident or a fall at home counts the same as an injury at work.
Can I claim on more than one super account?
Often, yes. Cover attaches to each account, and people who have changed jobs frequently may hold several. We check all of them.
Could my cover have been cancelled without me knowing?
It is possible, and it happens more than people expect. Federal legislation requires a super fund to close an account that has received no contributions for 16 months. It was meant to stop people paying fees on accounts they had forgotten about. The side effect was that a lot of people quietly lost the insurance attached to those accounts — often the cover they would have claimed on. Before that change, many people could claim on several active accounts at once. It is worth checking what you still hold before you assume you are not covered.
How long do I need to be off work before I can claim?
Most policies expect around three months. Once you have been unable to work for more than three months because of an injury, illness or health condition, you are either eligible or close to it. It is not too early to check — getting the medical evidence right from the start matters more than starting quickly.
What are the most common TPD claims in Australia?
Musculoskeletal conditions such as back injuries, mental health conditions including depression and anxiety, cancer, heart disease, and injuries from accidents including motor vehicle accidents.
How long it takes, and what if it is declined
How long does a TPD claim take to process?
It varies with the complexity of the case, the insurer, and how complete the documentation is. On average a claim takes between three and twelve months to be assessed and finalised. Comprehensive medical evidence and expert help are what shorten it.
What if my TPD claim is declined?
You can ask for the decision to be reviewed, lodge a complaint with the Australian Financial Complaints Authority, or get legal advice. Many declined claims are overturned with the right help.
Your doctors and the medical evidence
My doctor won't write a supporting report. What now?
This is common and it is fixable. Some GPs have never completed a TPD assessment and would rather not start. Others are willing but are not told what the fund actually needs, so the report they write does not answer the question being asked. We work with GPs and specialists around Australia who do these assessments regularly, and we give your treating doctors the criteria their report has to address.
How does my GP's assessment affect my TPD claim?
It is central. Your doctor has to set out your condition, whether it is permanent, and how it affects your ability to work. A GP who understands what the fund is actually assessing materially improves the chances.
Other claims, other policies, and tax
I already have a workers compensation or accident claim. Can I still claim TPD?
Yes. A TPD claim is separate from a compensation claim, and having one does not stop you making the other. Most personal injury firms do not do TPD work, so a lot of people are never told the claim exists. We have spoken to claimants who waited ten years before anyone mentioned it. If you have been off work more than three months because of an injury, illness or health condition, you are either eligible now or likely to be soon — and your super fund will not tell you.
Is a TPD payout considered taxable income?
A lump sum from a superannuation fund may have tax implications depending on your age and other factors. Benefits from a retail insurance policy are typically not taxable. For advice on your own situation, speak to a tax professional.
Can I claim from multiple TPD policies?
Yes. If you held more than one active policy at the time you became disabled you may be able to claim on each of them. Every policy is assessed independently against its own terms.
What it costs, and who actually helps
What does it cost?
Nothing for the first conversation. If you have a claim we will explain exactly what it costs before you decide anything.
Why hasn't my solicitor told me about a TPD claim?
Usually because TPD is not what they do. TPD sits in superannuation and insurance law, not compensation law. A solicitor can be very good at their own work and still not know how these claims get approved — or tell you that you do not have one when you do. Whether your solicitor thinks the injury is minor is not the test. If you have not been able to work because of an injury or illness, it is worth a second opinion.
How do TPD lawyers charge for their services?
Fees vary with the complexity of the case, and many firms work on a no win, no fee basis — you pay only if the claim succeeds. Costs can include legal fees, medical report fees and administrative charges.
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