General FAQsFrequently Asked Questions
How does Funeral Insurance work?
Funeral insurance is paid in the form of a lump sum benefit your family can use to pay immediate expenses, such as your funeral service or any outstanding debts you may have.
You choose a cover amount to suit you, and pay ongoing premium payments, usually fortnightly or monthly. In the event of claim, your beneficiary will receive your cover amount.
Can I buy funeral insurance for my parents?
Yes - As long as your parents are Australian residents under the age of 79 you’re eligible to apply for Seniors Funeral Insurance.
Can I get Seniors Funeral Insurance?
As long as you’re an Australian resident aged 18 to 79 you’re eligible to apply for Seniors Funeral Insurance – and we guarantee we’ll accept you.
Who is the insurer?
Seniors Funeral Insurance products are issued by:
Hannover Life Re of Australasia Ltd (Hannover)
ABN 37 062 395 484
Level 7, 70 Phillip Street
Sydney NSW 2000
Hannover is a wholly-owned subsidiary of Hannover Re and is part of the Hannover Re Group worldwide.
Hannover Re Group is the third largest reinsurer in the world. The Group has a Standard and Poor’s Insurer Financial Strength of AA− (Very Strong), and has maintained this rating for a number of years.
The life insurance business of Hannover has been operating in the Australian market since 1958, so you know you’re backed by a company you can trust.
What are the exclusions?
During the first year of your Seniors Funeral Insurance Policy, we’ll only pay a benefit for death caused by an Accident. After that, we’ll pay the benefit for death by any cause. The Accidental Serious Injury component of the policy is also subject to some other exclusions where a claim arises in specified circumstances, such as arising from intentional self-inflicted bodily injury. Children’s cover also has a number of exclusions including a pre-existing condition exclusion. Please refer to the Product Disclosure Statement for a full list of exclusions.
Is Funeral Insurance Tax deductible
In most cases, funeral insurance premiums are not tax deductible. But there’s generally no tax on the benefits that you or your beneficiaries will receive.
However, it’s always possible that tax laws may change in future. What’s more, this may not apply to your specific situation. So, it’s important to seek qualified professional advice about the tax implications of any insurance product.
Can I cover my partner or children too?
Yes – we created Seniors Funeral Insurance especially with your family in mind.
You can choose to cover just your own life with our Single Plan, or cover yourself and your spouse or partner with our Joint Plan.
You also have the option to take out optional Children’s Insurance too. This will pay a fixed $10,000 benefit if your child suffers a defined serious illness or injury, or if your child passes away, as long as it is not the result of a pre-existing or congenital condition. See the children’s insurance section for full details.
Can I decide who gets the money?
Yes – it’s up to you to nominate someone to receive your insurance benefit. And you can choose to split the money between up to five beneficiaries.
To nominate a beneficiary, you will need to complete a Nomination of Beneficiaries Form, which you will find in the back of the PDS. Once you have completed it, send it to us at:
Australian Seniors Insurance Agency
PO Box 6728
Baulkham Hills NSW 2153
If you don’t choose anyone to receive your Seniors Funeral Insurance benefit, it will automatically go to the policy owner. If that’s you, the benefit will be paid to your legal personal representative (usually your Estate), or to another eligible person as set out in the Life Insurance Act 1995.
As soon we receive your completed claim documents and any additional information that we ask for, we’ll assess your claim. We’ll then pay these accepted claims as soon as possible – so your loved ones receive the money when they need it the most.
Can I pay by credit card?
Absolutely – you can pay your premiums on your Visa or MasterCard, either fortnightly or each month, on any date you wish. If you prefer, we also accept payment by automatic debit from your bank, credit union or building society account.
Am I covered while I’m overseas?
With Seniors Funeral Insurance, you’ll be covered 24 hours a day, seven days a week, wherever you are in the world. However, you must be an Australian citizen or permanent resident and live in Australia, and you must not have plans to move overseas, when you apply.
If you take out your cover while you’re on a temporary work visa in Australia, but then move overseas, we will cancel your Policy.
How can I get cover?
Cover is just a phone call away – simply call 1300 078 596 to get cover today. Our friendly, Australia-based customer service consultants will be happy to answer any questions you may have, and provide you with an obligation free quote.
How long can I keep my cover?
We guarantee to let you renew your Seniors Funeral Insurance cover for life – regardless of any changes to your health and circumstances. Of course, you must pay all your premiums in order to stay covered.
How much cover can I get?
You decide the amount of cover you want – from $3,000 to $15,000 (Benefit paid for Accidental Death only in the first 12 months). Please note that if you take out a Joint Plan with dependent children, a maximum benefit of $10,000 applies to each Child Insured.
If you die as a result of an Accident, or you suffer a serious injury that’s covered by the policy, you’ll receive three times the benefit you are insured for, up to $45,000. For example, if you take out $5,000 worth of cover and you die in an Accident, we will pay you a $15,000 benefit.
Please note, if your Policy is cancelled prior to age 85, no Benefit Amount is payable. If you change your cover your premium will be affected. There is no refund of premiums after the cooling off period. If you choose the Early Cash Back option, you will no longer be eligible to claim and you may receive less than the total premiums you’ve paid into your policy to date.
How do I make a claim?
Your beneficiary, family member or yourself should call us on 1300 306 775 and let us know that a claim will be lodged. Once notified of the claim, we will provide you with a Claim form or you can simply download the most appropriate form below.
- Funeral Insurance Serious Injury Claim Form
- Seniors Funeral Insurance Claim Form
- Children's Insurance (Optional Benefit) Claim Form
Complete all forms, and send them along with all required documentation to:
Australian Seniors Insurance Agency
PO Box 6728
Baulkham Hills NSW 2153
When can I make a claim?
You can claim from the date of the insured’s death or the date the insured child suffers from serious illness or injury (if applicable). Please refer to the Product Disclosure Statement for the conditions covered.
What documents do I need to provide?
- A fully completed claim form
- A certified copy of evidence of death – for example Death Certificate, Coroners Report, Attending Medical Practitioners Report
- A certified copy of evidence of the Deceased’s date of birth – for example a Birth Certificate, valid Passport, valid Driver’s Licence
- A certified copy of proof of the Claimant’s identity – for example a Birth Certificate, valid Passport, valid Driver’s Licence
What is a certified copy?
A certified copy is a signed photocopy of an original document. The person signing it must see the original and the photocopy. It can be signed by a Justice of the Peace, Accountant, Solicitor, Doctor, Bank Manager or Police Officer. It means you keep the original document. The certified copy must include a statement “I certify that this is a true copy of the original document”. The certifier must also include their full name, signature, date, registration number (if any) and qualification or occupation on each page of the photocopied documents. Failure to do so may result in a delay in the claim being processed.
What is a beneficiary?
A beneficiary is the person or persons who are entitled to the benefit. As the Policyowner, you have the option to nominate between 1 and 5 beneficiaries to receive a proportion of the Benefit Amount.
What is a Will?
A Will is a legal document in which you state how you want your assets to be distributed after your death.
What is an estate?
An estate is the net worth of a person at any point in time. It is the sum of a person’s assets – legal rights, interests and entitlements to property of any kind – less all liabilities at that time.
What is an executor?
Your executor is responsible for the entire administration of your estate and for carrying out your wishes as set out in your Will.
How long does it take for a claim to be processed?
Generally within 1–2 business days on receipt of the completed claim form and supporting documents. Sometimes this may take longer if the documentation is inconclusive. Where this is the case we will seek additional information to process the claim as promptly as possible.
How are the payments made?
For nominated beneficiaries the payment will be direct credited to their nominated bank account. If there is no nominated beneficiary then the payment will be made by cheque to the ‘Estate of the late’.
Who can I contact to get an update on my claim?
Contact our friendly claims department by phone on 1300 306 775 or email email@example.com
I’m healthy – do I really need this type of insurance?
Life is full of uncertainties – and we can’t predict the future. And while there’s no point in dwelling on the worst, it’s good to be prepared.
By taking out funeral insurance, you can help protect your loved ones from high funeral costs, and other bills or expenses you leave behind.
Do I need to have a medical or blood test?
No – and you don’t have to answer any intrusive questions about your health and lifestyle either.
Isn’t cover like this expensive?
We think you’ll be pleasantly surprised at how affordable our Seniors Funeral Insurance cover is. For example, if you’re 60 years old and take out a Seniors Funeral Insurance Top Cover policy on a single plan with a $3,000 benefit, you’ll pay just $6.03 a week.
Remember too that we’ll actually reduce your premiums by 5% for every five years that you have a policy with us. So your premiums will never go up, unless you choose to change your cover. In fact, the longer you have your policy, the less you’ll pay.
Best of all, with our Top Cover you have choice. This means, when the time comes, your family will receive your covered amount or all of the premiums you’ve paid in for your cover – whichever is greater OR once you turn 85 you can choose to cancel your cover to receive an Early Cash Back payment of 150% of your funeral insurance benefit.
What is ‘Accidental Death’?
An ‘Accidental Death’ is a death occurring as the direct result of an Accident and where death occurs within 90 days of the Accident.
An ‘Accident’ means an event resulting in bodily injury occurring, where the injury is directly and solely caused by accidental, violent, external and visible means without any other contributing causes and where the injury is not self-inflicted.
What’s the difference between funeral insurance and pre-paid funeral plans?
If you take out funeral insurance, you pay a regular premium. In return, the people you nominate will receive a lump sum benefit when you die, to help cover the cost of your funeral and your other final expenses. With funeral insurance, your beneficiaries receive the full benefit if you die from accidental causes in the first 12 months, or of any cause after that – regardless of how much you have paid in premiums.
By contrast, with a pre-paid funeral, you choose the type of funeral you want, and pay for it in advance – either in full or in installments. If you die before the plan is paid for, your loved ones will need to pay extra, or make less expensive arrangements for you. What’s more, if you move interstate, you may not be able to transfer the pre-paid funeral plan to another funeral director.
Why do I need funeral insurance?
By taking out Seniors Funeral Insurance, you can you protect your family from the financial burden of your funeral and other unforeseen costs.
Will I get anything back if I cancel my Policy?
You have a 30-day cooling off period from the day your Policy starts, to ensure your Seniors Funeral Insurance Policy is right for you. If you cancel your policy in this period, and as long as you haven’t made a claim within the first 30 days, we’ll give you a full refund of any premiums you have paid.
However, Seniors Funeral Insurance is not a savings or investment plan. So if your cover is cancelled once the 30-day cooling off period is over, your cover will end – and you won’t receive a benefit or have any premiums refunded. However, if you have chosen a yearly payment option, we’ll refund on a pro-rata basis the unused portion of your premium. If you have purchased Top Cover and are over 85 years of age when you cancel your cover you will be eligible for the Early Cash Back payment.
Can I add other benefits to my cover?
Yes – you can add Children’s Insurance to cover a child aged between 2 and 17 years old, provided the child is an Australian citizen. You or your insured partner must be the child’s parent or legal guardian.
Children’s Insurance will pay a lump sum benefit after 3 months of holding the Policy if your child passes away and also pays a benefit in the event of Terminal Illness, Blindness, Deafness, Total and Permanent Loss of Use of One Limb, Encephalitis, Major Head Trauma, Meningitis, Paralysis, Benign Tumour of the Brain or of the Spinal Cord, Cancer, Severe Burns, Chronic Kidney Failure or Major Organ Transplant, as long as it is not the result of a pre-existing or congenital condition.
Do premiums go up?
With some providers, the answer might be ‘yes’, but with Seniors Funeral Insurance Top Cover we promise your premiums will never increase and will reduce by 5% for every 5 years your policy is in force.
When the time comes, your loved ones will be paid either your cover or all of the premiums that you’ve paid – whichever is greater*
*(This is subject to you keeping your policy in force and without changing your level of cover.).
Can I end up paying more in premiums than I’ll receive?
No – our Seniors Promise ensures that the benefit your family receives will never be less than the premiums you pay for each life insured under the Policy. So we will pay either your chosen benefit amount, or the total of the premiums you’ve paid – whichever is more.
What is the Seniors Promise?
When you take out Seniors Funeral Insurance Top Cover, we make this promise to you:
- We promise your premiums will reduce by 5% for every five years you hold your Policy.
- We promise to give you choice. This means when the time comes, your family will receive your covered amount or all of the premiums you’ve paid in for your cover – whichever is greater OR once you turn 85 you can choose to cancel your cover to receive an Early Cash Back payment of 150% of your funeral insurance benefit.
If your policy is cancelled prior to age 85, no benefit amount is payable. If you change your cover our premiums will be affected. There is no refund of premiums after the cooling off period. If you choose the Early Cash Back option, you will no longer be eligible to claim and you may receive less than the total premiums you’ve paid into your policy to date.
What if I have another question?
Simply email us at firstname.lastname@example.org or call us on 1800 004 005.
What if I have a complaint?
We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps.
1 - IMMEDIATE RESPONSE
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your matter as soon as possible. Please contact us using one of the following means:
- Mail – Customer Support Complaints, Australian Seniors Insurance Agency, PO Box 6728, Baulkham Hills NSW 2153
- Email – email@example.com
- Phone – 1800 004 005
Please supply your Policy number to enable the enquiry to be dealt with promptly. Your enquiry or complaint will be dealt with by someone with appropriate authority.
2 – INTERNAL DISPUTE RESOLUTION
If we haven’t resolved your matter to your satisfaction, at your request, we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated matters will be acknowledged within 2 business days of being escalated. After full consideration of the matter a written final response will be provided that will outline the decision reached and the reasons for the decision.
3 – EXTERNAL DISPUTE RESOLUTION
In the unlikely event that your complaint is not resolved to your satisfaction, or a final response has not been provided within 45 days, you may be eligible to refer your matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of AFCA’s Terms of Reference.
AFCA is an independent dispute resolution service provided free of charge. You may contact AFCA at:
- From the time completed documentation is received.
- ASIC, MoneySmart: Paying for your funeral, November 2014
- Benefit paid for Accidental Death only in the first 12 months.
Cover the people that matter most today
For total peace of mind for your entire family, call our friendly team now. We’re here 8am to 8pm Monday to Friday and 9am to 2pm Saturdays on 1300 078 596. You can also request a call-back at a time that suits you.