Claims process

How to make a claim

If you need to make a claim, you can be confident that NEOS PR1ORITY is here to support you with personalised and compassionate attention every step of the way.

This includes doing our very best to make the process clear and simple. A big part of this is limiting the number of forms to the absolute minimum. Most of the information we require for a claim can be obtained during the first phone call. And of course, once claim conditions are met, we ensure payment is made as quickly as possible.


What you need to know

To start a claim:

If you wish to make a claim, simply call or email us using the contact details below. Your financial adviser can also do this on your behalf.

Call us: 1300 090 188
Email us:

We'll assess your claim:

As soon we know that you would like to make a claim, you’ll be assigned a dedicated claims consultant to help you through the assessment process. Your claims consultant will clearly set out what information we need from you. Typically, this will include:

  • a completed initial claim form – you can fill this in, or we can collect the information over the phone
  • a statement from your treating doctor – we’ll contact your doctor on your behalf; and
  • proof of identity.

Depending on the type of claim, we may also require additional medical or financial evidence. We’ll make sure we clearly explain why any supporting information is required.

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 to work as efficiently as possible.

We’ll also try and use email as our primary method of contact, so information can get to you and other relevant people quickly. If this doesn’t work for you, simply let your claims consultant know and they’ll tailor an approach that meets your needs.

We’ll advise you of the outcome:

Some claims are simple, and a decision is quickly reached. However, other claims are more involved, and it may take more time for us to reach a decision.  The time it takes is often dependent on how promptly we’re able to obtain any additional information from you, relevant doctors or other third parties.

Either way, you can rest assured that we’ll be working as fast as possible, ensuring you’re kept informed of our progress every step of the way.

If you're not happy with your claim outcome:

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.