When it matters most

Superannuation trustees are under increasing regulatory scrutiny to ensure claims handling processes are efficient, fair and member-centric, particularly during vulnerable moments such as serious illness or bereavement. Recent regulatory reviews have highlighted common industry pain points such as excessive delays, inconsistent outcomes, and inadequate member support, all of which erode trust and can cause real financial harm.

This report examines the changing landscape of claims handling in superannuation, emphasising the need for stronger, end-to-end frameworks to boost member outcomes and meet regulatory requirements. It addresses major industry challenges and calls for regular reviews, adoption of new technologies, and robust oversight to drive ongoing improvement.

The report also highlights practical steps for trustees that we consider will align claims practices with rising member expectations, while simultaneously providing better support for vulnerable members in their time of need.