Super death benefit

Call 1300 667 387 from 8.30am to 5pm AEST/AEDT weekdays to notify of us of the member’s death.

You’ll be assigned a dedicated case manager who will help and guide you through the claims process from start to finish.

Your case manager will provide you with a claim pack. The pack will include an application form for completion, as well as information about the documents needed to support your claim process. Your case manager will work with you to ensure we receive all the information needed to process your application. To help us process your claim quickly, please make sure all information you provide is complete and accurate.

Once we receive all the required documentation, we’ll review your application along with any information from other potential beneficiaries. Sometimes, we may need additional information depending on the claim and the beneficiaries involved. If this is the case, we’ll let you know.

If the member had death insurance cover attached to their super account, we’ll lodge a claim with the insurer at this time. The insurer will assess if a death insured amount is payable and may need additional information about the member. If the claim is accepted by the insurer, the death insured amount will be paid to the member’s AustralianSuper account to form part of the death benefit payable.

A decision regarding the payment of the benefit will be made as soon as possible. Timing will be dependent on how quickly we receive the required claim documentation and the complexity of the claim (e.g. multiple claimants, or where there is inconsistent or conflicting information provided).

The decision on who the death benefit will be paid to will be based on our inquiries and the information received from possible claimants, including whether a particular claimant is a dependant (as defined by superannuation law) or legal personal representative. This decision will also be subject to whether the member had a valid binding (lapsing or non-lapsing) nomination, preferred beneficiary nomination or reversionary beneficiary nomination when they died.

Where there are multiple claimants and potential beneficiaries, they may be notified of our proposed payment decision. They will have 28 days from the date of notification to either agree or object to the decision.

We will review any objections received within the 28-day timeframe. If one or more claimants disagrees with our final decision, they will have 28 days to complain to the Australian Financial Complaints Authority (AFCA), a free and independent external resolution service. We’ll provide AFCA’s details at the time of notifying parties of our final decision. If a complaint is referred to AFCA, no payment of the death benefit will be made until AFCA’s assessment of the complaint is complete.

Payment will be made if no objections have been received in relation to our decision (or once AFCA’s assessment of any complaint is complete).

Payment is made directly to a beneficiary’s bank account using Electronic Funds Transfer (EFT). In some instances, a beneficiary can choose to receive their benefit as an income stream. Your case manager can help if you have any questions about this option.

If there are multiple claimants and potential beneficiaries, AustralianSuper will consider all information obtained and whether each person is a dependant (as defined by superannuation law) or a legal personal representative. Payment will also be subject to whether the member had a valid binding (lapsing or non-lapsing) nomination, preferred beneficiary nomination or reversionary beneficiary nomination in place when they died.

Every claimant has a dedicated case manager who is their single point of contact. The case manager will be responsible for managing the claim and keeping you and any other claimants updated on progress.

Trustees of super funds have a legal obligation to ensure death benefits are paid to the correct beneficiaries (being one or more of a member’s dependants (as defined by superannuation law) and/or their legal personal representative), and it can take time to gather all the required information. Super funds only have one chance to pay out a death benefit, so it’s vital to get it right.

Our aim is to resolve most death benefit claims within four months from the date we receive the first claim form.

Usually, payouts are delayed because forms aren’t filled out correctly, someone who is entitled to a payment hasn’t been contacted, or one or more claimants lodge an objection to the Trustee’s decision regarding payment of the death benefit. The best way to know why a payout has been delayed is to call the Bereavement Centre and speak to your case manager. They can tell you where the process is up to and guide you through next steps.

Under superannuation law, a super death benefit does not automatically form part of a deceased person’s estate. Instead, trustees of super funds are only permitted to pay a super death benefit to one or more of a member’s dependants (as defined by superannuation law) or legal personal representative.

If you have a complaint about the death claim process, you can contact AustralianSuper's Complaints Officer by calling 1300 300 273 (8am to 8pm AEST/AEDT weekdays) or by emailing complaints@australiansuper.com. If you are not satisfied with the response, you can escalate the complaint to the Australian Financial Complaints Authority (AFCA). We'll provide you with details on how to do this when we provide our response.