From your very first call about your insurance claim, we will: 

1. Use our in-house claims team with dedicated claims relationship officers to proactively and compassionately manage your claim (and any other interested parties) and keep you informed at every step of the way. 
2. Assist in identifying any cover held with Hostplus that you may be eligible to claim on. 
3. Provide a single point of contact to assist you throughout your claim journey and to explain the process in simple, clear language. 
4. Offer accurate and detailed information upfront to assist in managing your claim completely and efficiently. 
5. Listen and be there to support you through the process at a difficult time and in no way discourage the lodgement of a claim. 
6. Be honest and transparent and deliver on our promises. 
7. Be accountable and resolve any issues promptly. 
8. Treat you with respect at all times. 
9. Acknowledge and consider your individual circumstances. 
10. Work together to make the claim experience as simple, easy and positive as possible.  
11. Do everything that is reasonable to pursue an insurance claim, if the Trustee considers that the claim has a reasonable prospect of success. 

1. Recognising this is a difficult time, we’ll work hard to help have all eligible claims approved by the insurer and paid quickly with compassion and empathy.  
2. We’ll ensure that the insurer treats you fairly and assesses your claim promptly.  
3. Any adverse decision by the insurer will be reviewed by Hostplus’ Claims Review Committee (CRC). Where they believe the insurer has acted unreasonably or unfairly in a claim decision, they’ll take whatever action is necessary to seek to resolve the outstanding claim.  

Hostplus insurance cover is generally provided by Metlife. Some members may have grandfathered policies with other terms and conditions – please check the relevant insurance guide for details.