No one plans to get sick or injured. But when the unexpected happens, being prepared can make a stressful situation a little more manageable. At Orbital Life, we’ve seen firsthand how preparation – and the right support – can make a big difference in the outcome of a life insurance claim.
This guide walks you through what to do before and after a claim event, so you and your family aren’t left in the dark when it matters most.
Before You Ever Make a Claim (Prep Steps)
Step -2: Make sure your cover is current and fit for purpose
If your policy was set up more than a few years ago, now’s the time to get it reviewed. Life changes – so should your cover.
Step -1: Make your information accessible
Keep a copy of your policies and adviser contact details in a secure place – and make sure your family or trusted contacts know where to find them.
Tip: A physical file and a digital version (e.g. cloud folder) is ideal.
Step 0: Loop in your support team
Your accountant, financial adviser, lawyer and life insurance adviser should know each other – or at least be able to collaborate if needed. This speeds up claim time and reduces red tape.
If Something Happens: What to Do First
Step 1: Contact your adviser immediately
Call or email us as soon as possible. We’ll ask for key info:
What happened (accident, diagnosis, injury, illness)?
When did it occur?
Do you have supporting documents (e.g. scans, reports)?
Step 2: Let us liaise with the insurer
We’ll notify the insurer, request the forms, and help fill them in – or connect you with the insurer’s paperwork support team if that’s a better fit.
Step 3: Know which medical professional to see
You might need a GP or specialist to complete the medical form. We’ll advise which one is appropriate – so you don’t waste time or money.
Claim Checklist – At a Glance
✅ Make sure your cover is still suitable
✅ Store your policy & adviser details in a place your family can find
✅ Connect your financial professionals
✅ Contact your adviser at the first sign of a claim
✅ Share key info and supporting docs
✅ Let your adviser manage the insurer
✅ Follow advice on medical forms
✅ Keep your expectations realistic – some claims take time
✅ Ask about additional support (rehab, retraining)
✅ Focus on recovery – we’ve got the rest
Behind the Scenes: What You Might Not Know
Claims lodged via advisers are more likely to be paid
The data backs it – and it’s because we know how to navigate the system.
You might be eligible for more help
Many insurers offer complimentary support services – from paperwork help to rehabilitation and retraining. We’ll help you access what’s available.
We check the maths
We’ve caught $20K+ underpayments because we know what to look for in claim calculations. Many clients wouldn’t.
We’re your advocate
We know the right people in the right places. If your claim is grey-area or borderline, we can often help escalate it appropriately.
Delays can happen – let us shoulder the stress
Not all claims are fast. Income protection might require monthly updates. TPD can take up to 12 months. We’ll manage expectations and push as hard as we can behind the scenes, so you can focus on healing.
You Don’t Have to Do This Alone
When something goes wrong, you’ve got enough to deal with. Let us take care of the claim – it’s what we’re here for. At Orbital Life, we don’t just sell policies. We stand by our clients, especially when it counts. Contact us here.