Make a claim

The NEOS claim process

If you need to make a claim, we’re here to support you with personalised and compassionate attention every step of the way. 

We’ll do our very best to make the process clear and simple, and, once the claim conditions are met, get you paid as quickly as possible.

At NEOS, we want to make things simple, so limiting the number of forms you need to complete to the absolute minimum means less stress for you, and the most efficient process for us. Most of the information we need to lodge your claim can be obtained during a phone call.


What you need to know


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:


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.


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 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.