Aware Super's industry-first tele-claims service cuts wait times for grieving families
Aware Super
Key Facts:- Tele-claims service can cut the time it takes to process straightforward death benefit claims to as little as 48 hours.
- Replaces traditional paperwork with compassionate, phone-based claim lodgement and support.
- Aware Super pays on average $12m in death and disability claims every week.
Aware Super is helping to ease the burden on grieving families with its tele-claims service.
The service, a first for the super industry, can cut the time it takes to process straightforward death benefit claims to as little as 48 hours.
Since launching in September 2025, the phone-based service has paid more than 300 death benefit claims to eligible beneficiaries.
Tele-claims replaces traditional paperwork with compassionate, phone-based claim lodgement and support for those claims that are relatively straightforward. Members' beneficiaries are guided through the process by a dedicated case manager from start to finish, with most delays now limited to cases where the fund has difficulty reaching the family.
Head of Member and Adviser Help Belinda Nicholson said: "Tele-claims can finalise straightforward claims for a member’s family in days rather than weeks. That can make an enormous difference at such a difficult time.”
Aware Super has also invested in a range of initiatives to improve the claims experience for all beneficiaries, including strengthening claims triage, simplifying documentation and processes, increasing proactive contact with beneficiaries and improved support for vulnerable claimants.
“While tele-claims is currently suitable for about 10 per cent of claims we receive, we are constantly looking for ways to simplify and streamline the claims process for all families,” Ms Nicholson said.
“And regardless of what sort of claim it is, every claimant is treated with care and compassion by our experienced team.”
Over the past year, Aware Super has paid $632 million in death and disability insurance claims to members and their beneficiaries, finalising 4,152 claims and paying an average $12 million a week.
About us:
About Aware Super:
Aware Super is one of Australia’s largest profit-to-member superannuation funds, investing about $250 billion around the world on behalf of around 1.3 million members. We strive to deliver strong long-term returns1 for our members and the help, guidance and advice2 they need to prepare for and enjoy their best possible retirement. Visit the Aware Super Newsroom for the latest news, announcements and insights from Aware Super.
Issued by Aware Super Pty Ltd ABN 11 118 202 672, AFSL 293340, the trustee of Aware Super ABN 53 226 460 365.
General advice only. Consider if this is right for you having regard to your objectives, financial situation, or needs, which have not been accounted for in this information and read the PDS and TMD at aware.com.au/pds before acting." as we do make some comments such as "the best way" and a call to action.
1. Aware Super's High Growth option return over 10 years to 30 June 2026. SuperRatings Fund Crediting Rate Survey, June 2026. Based on the SR Growth (77-90) Index. Returns are after tax and investment management expenses but before the deduction of administration fees. Past performance is not an indicator of future performance.
2. Advice provided by Aware Financial Services Australia Limited (ABN 86 003 742 756, AFSL 238430), wholly owned by Aware Super.
Contact details:
Geoff Newman, External Affairs, 0410 515 830, [email protected]