Frequently Asked Questions

While our team are available and happy to answer any questions you might have, we appreciate that sometimes it’s faster simply to find the answer yourself.  That’s why we’ve created this frequently asked questions page – so that all the most commonly asked questions about NEOS, our products and our processes, can be found in one central place.

Categories:

Answer:

We’re here, along with your financial adviser, to support you through the claims process. If you need to make a claim, we’re here to support you with personalised and compassionate attention every step of the way.

We’ll do our very best to make the process easy, and once claim conditions are met, get you paid as quickly as possible.

Tags: Claims

Answer:

We promise to let you know the outcome of your claim as soon as possible. But assessing your claim may, in some instances, depend on circumstances that are outside of our control. Some claims are simple, but other claims are more involved and depend on how promptly we’re able to obtain information from you and from any relevant doctors or other third parties.

When providing details about your claim to us, it’s best that you provide as much detail and clarity as you can. This will help us assess your claim as soon as possible.

Tags: Claims

Answer:

Yes, it’s important to continue paying your premiums while your claim is being assessed to ensure your cover is not cancelled.

Tags: Claims

Answer:

If you’re legally competent to apply for a claim and your claim is approved, all benefits will be paid to you or your legal personal representative. In the event that you’re judged not legally competent, we’ll pay the benefits to whomever we’re legally permitted to make payments. If your claim is approved, all benefits will be paid to you or your legal representative.

If your plan is owned by a trustee of a complying superannuation fund, and your claim is accepted, all benefits will be paid to the trustee.

Tags: Claims

Answer:

If you’re concerned about the way your claim is progressing, or disagree with our response to your claim, please talk to your NEOS claims consultant first. If they cannot resolve your issue, you can have the issue reviewed by our claims manager or Claims Review Committee.

Should you remain unhappy after our internal review, you can have an external body like an ombudsman or a regulator try to resolve the issue. We’ll provide you with information about the options available and how you can contact the relevant organisation.

Tags: Claims

Answer:

If you’ve made a claim, you can generally access all the information we hold about you, except for certain instances, as per privacy legislation, where we need to provide information directly to your doctor, instead of providing it directly to you.

Simply call us on 1300 090 188 or email us at claims@neoslife.com.au and we’ll organise to send a copy of your claims file to you.

Tags: Claims