Frequently Asked Questions

At Aussie Injury Claims, we understand that making a claim—especially when you’re already dealing with illness, injury, or loss—can be confusing and emotionally overwhelming. Whether you’re applying for a TPD benefit, income protection, death benefit, trauma cover or terminal illness payout, the process is filled with questions.
That’s why we’ve created this comprehensive FAQ section—so you can get clear, honest answers to the most common (and not-so-common) questions we hear every day.
We’ve grouped the FAQs by claim type to make them easier to browse. If you can’t find what you’re looking for, or just want to speak with someone directly, our friendly claims advisors are always here to help.

TPD Claims

What is a TPD claim?

A TPD (Total and Permanent Disability) claim is an insurance benefit attached to many superannuation accounts in Australia. If you’re unable to return to work due to illness or injury—and that incapacity is considered permanent—you may be eligible for a lump sum payout from your super fund’s TPD insurance. This payment is intended to help you cover living expenses, medical costs, debts, and other financial obligations after your ability to earn an income has been impacted. Unlike workers compensation, TPD claims don’t require your condition to be work-related. It can be due to any physical or mental condition that prevents you from working again in your trained profession.

Do I have TPD insurance through my super?

Most Australians who have had a superannuation account opened through employment are automatically provided with default TPD insurance. However, not everyone is aware that this cover exists, and in some cases, it may have been removed or lapsed if contributions haven’t been made for a certain period. If you’re unsure whether you currently have—or previously had—TPD insurance through your super, we can review your account and insurance history as part of our free claim check. You might be eligible to make a claim even if your super fund is now inactive.

How do I know if I'm eligible to claim TPD?

Eligibility varies slightly between policies, but the general rule is that you must be unable to return to any work that fits your education, training, or experience, not just your old job. This means if you were a qualified electrician and can no longer physically perform that role or transition into a similar occupation due to your condition, you may qualify. Medical evidence from your treating doctor (and sometimes a specialist) must support that your condition is permanent, with little to no chance of improvement. You also must have held valid TPD cover through your super at the time your health started to decline.

What types of conditions qualify for TPD?

TPD claims can be made for a wide range of medical conditions—both physical and mental. These may include (but are not limited to):

Mental health conditions: such as depression, anxiety, PTSD, and bipolar disorder
Physical injuries: such as spinal damage, serious fractures, chronic pain, or nerve damage
Chronic illness: including multiple sclerosis, Parkinson’s disease, autoimmune disorders
Cancer and terminal illnesses
Stroke, heart disease, and degenerative neurological conditions

The key requirement is that the condition is long-term and prevents you from returning to suitable work.

Does my injury or illness need to be work-related?

No. A common misconception is that TPD claims are only valid if the illness or injury happened at work—but that is not true. TPD insurance is not tied to how you became disabled. Whether your condition developed gradually, as a result of a non-work accident, or is a long-standing health issue that has worsened over time, you may still qualify for a claim. What matters is your capacity to work going forward, not the cause of your condition.

Do I have to be totally incapacitated to claim TPD?

No. “Total and Permanent Disability” refers to your inability to perform work that is aligned with your background—not to your physical state or independence. You may still be able to care for yourself, engage in basic daily activities, and even do some volunteering or limited part-time tasks. However, if your condition prevents you from earning a living in your previous occupation or something similar, you may still be considered eligible under your policy’s definition of TPD.

How long does a TPD claim take?

The time frame depends on several factors, including the responsiveness of your super fund, the completeness of your medical documentation, and the complexity of your case. On average, most straightforward claims are finalised within 8 to 16 weeks once lodged. If further medical evidence or clarification is needed—or if the fund requests additional reports—it can take longer. Our team keeps your claim moving by managing all communication with the fund and responding quickly to their requests.

How much is a TPD payout worth?

The value of a TPD payout varies widely depending on your insurance policy and super balance. Some policies have cover limits of $50,000, while others may exceed $300,000 or more. Your benefit is usually specified in your insurance schedule attached to your superannuation account. You may also be eligible to claim from multiple funds if you had overlapping cover. As part of our service, we check all your accounts to ensure nothing is missed.

Can I work in the future if I receive a TPD payout?

In some cases, yes—depending on your policy wording. Some TPD definitions refer specifically to your existing occupation, while others are broader. If you later recover or retrain and wish to return to work in a different capacity (e.g. admin work after physical labour), this might be possible—but you must disclose your plans and ensure you remain compliant with the original terms of your claim. We always recommend seeking advice before attempting to return to work after receiving a TPD benefit.

Is a TPD payout taxed?

Generally, if you access your TPD payout through your super fund under the “permanent incapacity” condition of release, it may be partially taxed depending on your age and how long you’ve held your super. However, some TPD lump sums are entirely tax-free, especially if you’re under preservation age and meet specific medical definitions. We can walk you through how tax applies to your specific case.

Can I claim TPD from multiple super funds?

Yes. If you had valid TPD insurance in more than one super fund at the time your condition started, you may be able to claim from each policy separately. Each claim will be assessed on its own terms and definitions, and the funds will not cancel each other out. This can significantly increase your total payout. We will investigate all current and historical funds you’ve held to make sure no entitlements are overlooked.

Income Protection Claims

What is income protection insurance?

Income protection insurance is a policy that replaces a portion of your income if you’re temporarily unable to work due to illness or injury. It’s designed to provide regular, ongoing financial support—usually around 75% of your gross wage—for a defined benefit period while you recover. This helps cover essentials like rent, mortgage payments, bills, and medical costs during times when you can’t earn an income. Income protection is often held either through your super fund or as a standalone policy with an insurer.

How long do income protection benefits last?

This depends on the policy. Some offer short-term cover (e.g. 2 years), while others pay out until age 60 or 65 if you remain unable to work. You may also be eligible for partial benefits if you return to work in a reduced capacity. It’s important to review your specific benefit period and conditions, as many claims are cut short because the insurer believes you are fit to return to some form of work.

Can I claim income protection if I’m receiving workers compensation or Centrelink?

In many cases, income protection will coordinate with other payments, such as workers comp or Centrelink. This means you may receive reduced or offset benefits depending on what you’re already receiving. However, your entitlement doesn’t disappear—you may still receive a top-up to bring your total income closer to what your policy allows. Every situation is different, so we’ll help you understand how your claim interacts with other payments.

What’s the waiting period for income protection?

This is the period you must wait after you stop working before payments begin. Common waiting periods are 30, 60, or 90 days, depending on the policy. You won’t receive income protection payments during this time, so it’s important to prepare financially. Some people use annual leave or sick leave during the waiting period.

Can I make an income protection claim for mental health?

Yes. Most modern income protection policies cover mental health-related disabilities, including depression, anxiety, PTSD and stress-related conditions—provided your treating doctor confirms that you’re medically unfit to work. Be aware that some older policies have exclusions or limit benefit durations for mental health, so reviewing your policy details is essential.

What documents do I need to claim?

To submit a successful income protection claim, you’ll generally need:

Medical certificates and specialist reports
Evidence of your income (payslips, tax returns)
Confirmation of your policy details and waiting period
Statements from your employer, if applicable
Progress reports from your treating doctor during the claim period

We’ll help gather and prepare all required documents to ensure the claim runs smoothly.

Is income protection paid as a lump sum?

No. Unlike TPD or trauma cover, income protection is designed to be a monthly payment. The insurer will assess your claim month to month, and may require regular updates from your treating doctor to continue paying benefits. Once you’re deemed able to return to work—or your benefit period ends—your payments will stop.

Death Benefit Claims

What is a superannuation death benefit?

A superannuation death benefit is a lump sum payment made by a deceased person’s super fund to their eligible beneficiaries or legal estate. It generally includes the remaining balance of their super account and any associated life insurance. This benefit is intended to provide financial support to family members or dependants following a person’s death. Many people are unaware that their loved one held life insurance within their super, which can range from a few thousand to several hundred thousand dollars. We help families identify what may be owed and manage the process from start to finish.

Who can claim a super death benefit?

Eligible claimants typically include:

A spouse or de facto partner
Children (of any age, including adopted or stepchildren)
Financial dependants who relied on the deceased for support
People in an interdependent relationship with the deceased
The legal personal representative of the estate (usually the executor)

Super funds assess claims based on who was closest to the deceased and financially dependent on them. If you’re unsure of your relationship’s eligibility, we can assess it confidentially and advise your best option.

Can more than one person claim the death benefit?

Yes. Super funds can distribute the death benefit to multiple eligible beneficiaries, depending on the family structure and dependency situation. If two or more people are financially dependent on the deceased, the fund may split the payment. In cases of dispute (e.g., between an ex-partner and a current spouse), the super fund will investigate and make a determination based on dependency, relationship status, and supporting evidence.

What happens if the deceased didn’t nominate a beneficiary?

If there is no binding beneficiary nomination, or if the nomination was invalid or expired, the fund has discretion over who receives the death benefit. They’ll consider relationships, dependency, and the deceased’s Will (if available). This process can take longer and may cause disputes. If a binding nomination was valid at the time of death, the fund is usually required to follow it. We assist in reviewing nominations and working with the fund to resolve any uncertainties.

Is there a time limit to claim a death benefit?

While there is no strict legislative time limit, it’s important to act as soon as possible. Many funds have internal guidelines that recommend lodging a claim within 6 to 12 months of death, and delays can complicate the process—especially if the estate is being finalised. We can begin the process for you quickly, even if you’re still waiting on the death certificate or other paperwork.

What documents do I need to make a death benefit claim?

You’ll usually need:

A certified copy of the death certificate
Evidence of your relationship or dependency (e.g. marriage certificate, joint bills, shared lease, children’s birth certificates)
Your ID documents
Any relevant Will or estate papers
Super fund account details of the deceased
Completed claim forms (we handle this part for you)

We help gather and complete all required documentation so you’re not left dealing with it during an already difficult time.

Will the death benefit go through the estate?

It depends. If a valid binding nomination was made directly to an individual, the benefit goes straight to them and bypasses the estate. If the legal personal representative is the nominated recipient, the payment will be made to the estate and then distributed in accordance with the Will or state intestacy laws. This process can affect how long it takes for the funds to be released.

Is the death benefit taxable?

Tax treatment varies. If the benefit is paid to a dependant under tax law (such as a spouse or minor child), it’s usually tax-free. However, adult children or non-dependants may have to pay tax on part of the benefit. We’ll help you understand how this applies in your case and what you can expect to receive after tax.It depends. If a valid binding nomination was made directly to an individual, the benefit goes straight to them and bypasses the estate. If the legal personal representative is the nominated recipient, the payment will be made to the estate and then distributed in accordance with the Will or state intestacy laws. This process can affect how long it takes for the funds to be released.

Terminal Illness Claims

What is a terminal illness claim?

A terminal illness claim allows you to access your superannuation—and any associated life insurance—early if you’ve been diagnosed with a medical condition that is expected to result in death within 24 months. It’s a compassionate option that gives you access to funds at a time when financial relief can ease some of the burden on you and your family. This lump sum payout can help you pay for medical treatment, home care, debt reduction, or anything else you need during this time.

How do I qualify for a terminal illness payout?

You’ll usually need:

Two registered medical practitioners to certify that your illness is likely to result in death within 24 months
One of these doctors must be a specialist in your condition (e.g., oncologist, neurologist)
You must have valid terminal illness cover or life insurance within your superannuation
Your condition must meet your insurer’s definition of terminal illness under the policy

If these requirements are met, you may be able to access both your life insurance payout and your super balance without delay.

How much can I receive under a terminal illness claim?

The amount depends on your super fund and your insurance policy. It may include:

Your total superannuation balance
Your life insurance benefit (if terminal illness is a covered event)

Some people receive over $100,000 to $500,000 or more, depending on their level of cover. We can check your policy to determine what you may be entitled to.

Is the payment tax-free?

Yes. In most cases, terminal illness payments made through super are tax-free, provided the appropriate medical certifications are submitted and accepted by the fund or insurer. We ensure all documents are compliant to avoid taxation or processing issues.

What can I use the money for?

There are no restrictions on how you use a terminal illness benefit. Clients commonly use the payout to:

Cover medical or palliative care
Pay off mortgages or debts
Fund travel or family experiences
Modify their home for accessibility
Provide financial stability for their loved ones
Create a sense of control during an otherwise uncertain time

It’s your money—you decide what matters most.

How long does it take to receive a terminal illness payout?

Once all required medical documents and forms are submitted, terminal illness claims are usually prioritised by the super fund or insurer. In many cases, they are finalised within 2–4 weeks, though it can take longer if further medical clarification is needed. Our job is to keep the process moving quickly and with minimal hassle for you and your family.

Can someone help me manage the claim if I’m too unwell?

Yes. You can nominate a representative, such as a family member or carer, to assist with your claim. You may also grant someone Power of Attorney. We frequently work with spouses, adult children, or support workers to help clients through this process with dignity and care.

Do I have to stop working to claim terminal illness benefits?

No—but most people are not working at the time of claim due to the severity of their illness. That said, you are not legally required to cease employment to access your benefit, as long as your medical documentation supports the diagnosis.

What if I’ve already retired?

If you’ve reached retirement age and already accessed your super, you may not be eligible for the insurance portion of the claim (as many policies expire at a certain age), but you can still access your super balance tax-free under standard retirement or compassionate grounds. We’ll review your fund details and confirm what’s still available to you.

Mental Health TPD Claims

Can I claim TPD if I have a mental health condition?

Yes. Mental health conditions are recognised under most TPD insurance policies. If you are unable to return to work because of a psychiatric or psychological condition, and your doctors support that your condition is permanent, you may be eligible for a TPD claim. Common qualifying conditions include depression, anxiety, PTSD, bipolar disorder, adjustment disorder, OCD, and chronic stress. Many Australians facing these challenges feel overlooked or misunderstood by the system, but we’re here to ensure that your claim is taken seriously and supported every step of the way.

Is it harder to get a TPD claim approved for mental illness than for physical illness?

Mental health claims can sometimes be more complex because they rely heavily on subjective symptoms and long-term psychological history rather than obvious physical evidence. Insurers may request detailed medical records, psychiatric assessments, and opinions from treating specialists to confirm that the condition is permanent and that all treatment options have been exhausted. At Aussie Injury Claims, we’re experienced in handling these types of claims and know how to present your case with sensitivity and strength. With the right evidence and support, mental health claims can absolutely succeed.

What evidence do I need to support a mental health TPD claim?

To support your claim, we’ll generally need:

A diagnosis from a qualified GP, psychologist, or psychiatrist
Ongoing treatment notes or referrals to mental health specialists
Details about how your condition affects your ability to work, focus, interact, or perform tasks
Information about any hospitalisations, medication, or therapy
Statements from employers or colleagues (where relevant) about behavioural or performance impacts

We’ll guide you through gathering this information and work with your treating team to ensure it addresses exactly what the insurer or super fund needs to see.

I’ve never been hospitalised—can I still claim?

Yes. Hospitalisation is not required to lodge or succeed with a mental health-based TPD claim. Many people manage their condition in the community, with regular GP check-ins, psychologists, or medications, and still qualify for a claim. What matters is whether your condition is permanent and prevents you from returning to suitable employment. If your condition affects your concentration, reliability, communication, or resilience in a work environment, this may be enough to prove you are unfit for work.

What if I have multiple mental health conditions?

Having more than one diagnosis—such as PTSD and depression—can actually strengthen your claim if the overall impact on your ability to work is compounded. Each condition is assessed on how it affects your functioning in the workplace, and the combination of multiple symptoms can demonstrate a more severe or treatment-resistant state. We’ll work with your doctors to build a complete, detailed picture of your situation.

Will my claim be kept confidential?

Absolutely. Mental health claims are treated with the highest level of confidentiality and respect. We understand how personal and sensitive these matters are. All communication with your insurer, super fund, and our team is handled discreetly, and we never share details without your consent. Your claim is your business—we’re just here to support it.

Can I work again in the future after receiving a TPD payout for mental health?

In some cases, yes—but it depends on your specific policy. Some TPD definitions allow you to return to a different kind of work later, while others may place conditions or restrictions. If you’re considering returning to work after a mental health TPD payout, we strongly recommend speaking with us first. We can review your policy and help you understand your rights and obligations so you don’t accidentally breach any claim conditions.

Rejected or Denied TPD Claims

My TPD claim was rejected—what can I do now?

If your claim has been rejected, don’t panic. Many TPD claims are initially denied, and there are often valid ways to challenge or resubmit your case. At Aussie Injury Claims, we specialise in second-chance claims. We can review the decision letter, identify where things went wrong, and work with your treating doctors to strengthen the evidence. Whether the rejection was due to a technicality, missing documents, or the insurer’s interpretation of your condition, we’ll give your claim a fair shot at success.

Why are TPD claims commonly rejected?

TPD claims are rejected for several reasons, including:

Insufficient medical evidence to support the permanence of your condition
Conflicting or unclear doctor statements
Incorrect interpretation of your education, training, and experience
Claim lodged after policy expiry or after cover lapsed
Employer statements suggesting you could return to work in some capacity
Failure to meet the policy’s specific definition of “Total and Permanent Disability”

Even when these issues exist, many can be addressed with stronger documentation, clarification from your doctor, or legal reasoning. That’s what we do.

Can I appeal a TPD claim rejection?

Yes, absolutely. Most super funds and insurers have an internal dispute resolution process, where you can formally challenge their decision. If this review also results in a denial, we can then escalate your case to an external authority such as the Australian Financial Complaints Authority (AFCA). AFCA is a free, independent service that reviews insurance and superannuation disputes. Many claims that are denied initially are later approved after appeal.

How long do TPD claim appeals take?

In some cases, yes. The insurer may request an assessment by an independent medical examiner if they believe your current documentation isn’t sufficient. These appointments can feel daunting, but we prepare you for them and ensure your rights are protected. We also help ensure the report is fair and accurate—and if it’s not, we can challenge it.

Will I need to see another doctor or attend an independent medical exam (IME)?

Can I resubmit a TPD claim with new evidence?

Yes. In fact, many successful claims are re-lodged with stronger evidence after a previous rejection. If your health has declined further, your doctor has updated their opinion, or you’ve gathered more detailed reports, it may be the perfect time to reapply. We’ll carefully assess whether a re-submission or appeal is the best path forward and help you take the next steps.

I tried claiming myself and got denied—can you still help?

Absolutely. We regularly assist clients who first tried to submit their claim on their own but were overwhelmed by the process or misunderstood what was required. We’ll take over the process, clarify what needs to be improved, and help relaunch your claim professionally. You don’t need to start over alone—we’ll help you recover the opportunity you deserve.

Is it too late to appeal if I was rejected a year ago?

Not necessarily. While some funds have recommended timeframes, most will still allow a reconsideration if new evidence is presented or if the original decision was flawed. If you’ve been sitting on a rejection letter for months (or even over a year), don’t assume it’s too late. We offer a free claim review and will advise whether your case is still viable.

Trauma Claims

What is trauma insurance and how is it different from TPD?

Trauma insurance—also known as critical illness insurance—provides a lump sum payment if you’re diagnosed with a specific serious illness or suffer a major medical event. Unlike Total and Permanent Disability (TPD) cover, trauma insurance doesn’t require you to be permanently unable to work. Instead, it focuses on whether you have experienced one of the defined medical conditions listed in your policy, such as cancer, heart attack, or stroke.
The key difference is that trauma insurance pays immediately after diagnosis or event, regardless of your ability to return to work. TPD, on the other hand, is based on permanent incapacity. Many people hold both types of cover, and they serve different purposes in your broader insurance protection.

What conditions are covered under trauma insurance?

Each policy has its own specific list of covered conditions, but most include:

Cancer (some policies limit this to certain types or stages)
Heart attack (of a defined severity)
Stroke
Coronary artery bypass surgery
Major organ transplant
Multiple sclerosis
Motor neurone disease
Loss of limbs, vision, or hearing
Severe burns
Coma or paralysis

The condition must meet the definition outlined in your policy. For example, a “heart attack” must often be confirmed by ECG changes, blood tests, and clinical symptoms. We review your policy and medical records to confirm whether your condition qualifies before lodging the claim.

Do I need to be totally disabled to claim trauma insurance?

No, and that’s what makes trauma insurance unique. It’s designed to support people while they’re still recovering, whether or not they return to work. You could technically be back at work weeks or months after a diagnosis and still receive the payout, as long as your medical condition met the insurer’s definition at the time it occurred.
This flexibility makes trauma insurance especially useful for people who need immediate access to funds for medical costs, time off, or financial security while undergoing treatment or surgery.

Can I receive a trauma payout if I keep working?

Yes. Trauma cover is not tied to your employment status. If you suffer a listed condition and your doctor confirms the diagnosis, your ability to work is not the deciding factor. Many people claim trauma insurance while still employed or after returning to work. The key is proving that you met the criteria at the time of diagnosis or event, not what happened afterward.

How much is a trauma insurance payout worth?

The value of a trauma payout depends on your specific policy. Typical amounts range from $10,000 to over $500,000, depending on the level of cover you selected when you took out the policy. Some policies also allow for partial payments for less severe conditions or early-stage diagnoses (e.g., early-stage cancer or coronary angioplasty).
We will check your policy schedule to confirm your insured amount and whether partial or full benefits apply.

Is trauma insurance included in my superannuation?

In most cases, no—trauma insurance is usually held outside superannuation as a standalone policy. This means it’s often arranged through a financial adviser or insurance provider, not your super fund. That said, some retail super funds do allow trauma cover to be added as an optional extra. If you’re unsure whether you have trauma insurance, we’ll conduct a full policy check as part of our free claim review.

What documents are required to make a trauma claim?

To make a successful trauma claim, you’ll generally need:

A medical certificate or report confirming the diagnosis and date
Specialist findings (e.g., pathology, imaging, ECG reports)
A policy schedule showing your coverage and definitions
A completed claim form from the insurer

We handle all communication with the insurer and work with your doctors to ensure the documents meet the strict criteria required by your policy.

How long does a trauma claim take to be paid out?

If all documents are in order, trauma claims are often processed within 2 to 6 weeks. However, if additional reports or clarification are required from your treating specialist, it may take longer. We stay in close contact with your insurer throughout the process to minimise delays and ensure fast resolution wherever possible.

Can I claim trauma insurance more than once?

Possibly—depending on your policy. Some trauma insurance policies allow for multiple claims under what’s called a “standalone” trauma policy, particularly if:

The condition is unrelated to your first claim
Your full sum insured wasn’t paid out initially
Your policy allows for partial benefit resets or reinstatements

Other policies are “bundled” with life cover and may reduce your total life insurance once a trauma payout is made. We can review your policy to help you understand your ongoing entitlements after a claim is paid.

Can I claim trauma and TPD or income protection at the same time?

Yes, in many cases you can. These insurance types serve different purposes:

Trauma pays for a specific diagnosis
TPD pays if you’re permanently unable to work
Income protection pays monthly while you’re temporarily unable to work

If your condition qualifies under more than one definition, you could potentially make multiple claims. We can help you coordinate the process so you receive every benefit you’re entitled to under your policies.

Will I need to undergo an independent medical exam (IME)?

Usually not for trauma claims—unless the insurer is unclear about your diagnosis or believes the definition hasn’t been met. In most cases, a specialist’s letter, pathology, imaging or hospital report is sufficient. That said, some insurers may request clarification or a second opinion. If this happens, we’ll help prepare you for any exams or assessments and ensure your rights are protected.

Is trauma claim money taxable?

In most cases, no—trauma insurance payouts are tax-free if you pay your premiums personally (outside of super). However, if your policy is held by a company or funded through a business, the tax implications may vary. We can help you understand how your specific policy is structured and what to expect at tax time.

How can I use the money from a trauma insurance payout?

There are no restrictions on how you use a trauma payout. Many people use it to:

Pay for private medical treatment or surgery
Take time off work to recover
Cover mortgage or rental costs
Pay off debt
Support family or dependants
Fund rehabilitation or therapy
Make home modifications after a serious illness

You have full control over how you use your benefit—it’s there to ease financial pressure and give you breathing room when you need it most.

Get Your Free Claim Check

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Frequently Asked Questions