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The TPD claim process, step by step

You start a TPD claim by phoning your super fund and saying you want to make a total and permanent disability claim. That is the whole of step one. The fund sends you a claim pack, you and your doctors complete it, the insurer assesses it against your policy definition, and the trustee releases the money if the claim is accepted. You do not need a lawyer to begin, and helping you lodge is part of what a super trustee does, at no cost to you. This page walks through each stage and says what the fund is responsible for, so you can tell the difference between a claim that is progressing normally and one that has stalled.

Last reviewed: 14 August 2026

Before you start: three things worth knowing

Check every super account you have ever had. Cover can sit in an old fund from a job you left years ago. Each fund assesses its own policy separately, so one fund's decision does not bind another, and more than one policy can potentially be claimed. The ATO lets you see your super accounts through myGov, which is the quickest way to find accounts you have forgotten.

Do not close or roll over old accounts until you know what is attached to them. Closing an account can end the insurance attached to it. Moneysmart lists "what happens if my super becomes inactive" among the questions to ask your fund, and this is exactly why it matters. Ask first, move later.

The date you stopped work matters. Policies change over time, and the version that applies is usually the one in force around the time you stopped working because of your condition. Ask your fund, in writing, for the product disclosure statement that applied on that date rather than the current one.

Step 1: Tell the fund you want to claim

Phone the fund's member line and say the words "I want to make a total and permanent disability claim". Ask them to send the claim pack and confirm what your cover amount is and which TPD definition applies to your account. Ask whether the fund has a dedicated claims team and get a reference number for the claim.

If speaking on the phone is difficult, funds accept written requests, and the National Relay Service exists for people who are d/Deaf or have a speech or communication difficulty. If English is not your first language, ask for an interpreter, funds are expected to provide access to one.

Step 2: The claim pack arrives

A typical claim pack contains three kinds of form:

Funds also commonly ask for identification, clinical notes, specialist reports, and evidence of what your job actually involved. Your fund's pack lists exactly what it requires, and it is reasonable to ask them to explain any form you do not understand.

Step 3: The evidence stage, which is the long one

This is where most of the elapsed time in a TPD claim goes, and it is the part you have the most influence over. Three practical points:

Your doctors are busy and forms sit on desks. A medical attendant statement can take weeks to come back. It is entirely reasonable to book an appointment specifically to complete the form rather than posting it and hoping, and to ask the practice how long they need.

Ask who pays for the reports. Some doctors charge to complete insurer paperwork. Ask your fund whether the insurer will pay for reports it has requested, because often it will, and people have paid out of pocket unnecessarily.

Describe the job you actually did, not the job title. The definitions turn on what you can and cannot do. "Carpenter" tells an assessor very little. Hours on your feet, weights lifted, heights climbed, tools held, distances driven, and what a normal shift demanded is the detail that connects your medical condition to your capacity to work.

Step 4: The insurer assesses the claim

The insurer tests your evidence against the exact definition in your policy, whether that is own occupation, any occupation, or activities of daily living. We explain what those mean and why the difference is so consequential in TPD insurance explained.

During this stage the insurer may ask for more information, arrange an independent medical examination, or ask about your work capacity. It may take some time. If you are asked to attend an examination, you can ask who the doctor is, what the appointment is for, and whether travel costs are covered.

ASIC has reported on this stage repeatedly. Its 2019 review REP 633 Holes in the safety net identified frictions in claims handling that contributed to people withdrawing claims part way through. Knowing that this is a documented industry problem rather than something you are doing wrong is genuinely useful when the process feels obstructive.

Step 5: Two decisions have to line up

A TPD claim inside super is decided twice, and the distinction matters when something goes wrong:

  1. The insurer decides the insurance claim, against the policy definition.
  2. The trustee of your super fund decides whether to release the benefit to you, under superannuation law and the fund's rules.

The trustee is the party you are a member of, and it remains accountable for how the claim was handled overall, including the insurer's part in it. That is why complaints go to the fund first rather than direct to the insurer.

Step 6: The decision

You should receive the outcome in writing with reasons. If the claim is accepted, the fund arranges payment of the benefit, and this is the point to ask about tax, because Moneysmart notes a TPD payout may be taxed at up to 22 per cent if you are under 60.

If the claim is declined, the decision letter should explain why and set out your review rights. That is not the end of the road, and the next steps are free before they are paid: see what to do if your TPD claim is denied.

What if nothing is happening?

Delay is itself something you can complain about. AFCA lists "an unreasonable delay in paying a benefit" among the issues it can consider, and its rules treat a decision as including failing to make a decision. So a claim sitting in limbo is not outside the system, it is inside it.

The practical sequence is: ask the fund for a written status update and the reason for the delay, then make a formal complaint to the fund's internal dispute resolution team, then take it to AFCA. We have set out the realistic timeframes, and the point at which waiting stops being normal, in how long a TPD claim takes.

The short version

Phone your fund and ask for a claim pack, that is step one and it is free. Check every super account you have ever had, and do not close any of them until you know what cover is attached. Get the product disclosure statement that applied when you stopped work, not the current one. The evidence stage is the long part: book appointments specifically to get forms completed, ask who pays for reports, and describe the physical reality of your job rather than the job title. Two decisions must line up, the insurer's and the trustee's. If it stalls, delay is itself complainable, first to the fund and then free to AFCA on 1800 931 678.

Common questions

How do I start a TPD claim?

Phone your super fund and say you want to make a total and permanent disability claim. The fund sends you a claim pack. You do not need a lawyer to start, and helping you lodge is part of what a super trustee does at no cost to you. Ask at the same time for the product disclosure statement that applied when you stopped work.

What evidence do I need for a TPD claim?

Generally a claim form completed by you, one or more medical attendant statements completed by your treating doctors, and an employer statement covering your work history and the date you stopped. Funds commonly also ask for identification, specialist reports, clinical notes and evidence of your duties. Your fund's claim pack lists exactly what it requires.

Does it cost anything to lodge a TPD claim with my super fund?

Lodging a claim with your fund does not cost you a fee. You may have out of pocket costs for medical reports, and some doctors charge to complete insurer forms, so ask your fund whether the insurer will pay for the reports it requests.

Can I claim TPD from more than one super fund?

Potentially yes. Cover can exist in every super account you have held, including old accounts from previous jobs. Each fund assesses its own policy separately, so a decision by one fund does not bind another. Check every account before assuming you have only one policy.

Should I consolidate or close my old super accounts while claiming?

Find out what insurance is attached to an account before you close or roll it over, because closing an account can end the cover attached to it. Moneysmart lists what happens to cover when an account becomes inactive as one of the questions to ask your fund. Ask before you move anything.

Free help at every stage

Where this comes from

About this guide

This is general information, not legal advice and not financial advice. Processes differ between funds and insurers, so your fund's own claim pack and product disclosure statement govern your claim, not this page. Biz in a Box is an independent Australian small business site. We are not affiliated with Cbus Super, or with any superannuation fund, insurer or law firm, and we do not act on TPD claims or take referral fees for them. For decisions about your own claim, speak to your super fund first, then AFCA, then a lawyer if the situation calls for one.