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TPD or Super Claim Stalled or Denied? How to Push It Forward

Updated 26 June 2026 · FairClaim Guides

Insurance held through your superannuation — total and permanent disability (TPD), income protection, or a death benefit — must be claimed and decided fairly and in reasonable time. If your claim has stalled for months, you are being asked for the same information over and over, or it was denied without proper reasons, you can challenge it for free through the Australian Financial Complaints Authority (AFCA).

What the trustee and insurer must do

  • Handle your claim within a reasonable time and keep you updated on progress.
  • Avoid duplicative, burdensome requests for information you have already provided.
  • Give detailed reasons for a denial, and the evidence relied on.
  • Have the trustee independently review the insurer’s decision — not simply rubber-stamp it.

When to escalate

Long, unexplained delays — for example, more than six months without a decision — repeated requests for the same documents, or a denial with no real reasons, are all grounds to complain. Superannuation complaints to AFCA are not subject to the usual monetary limits, which makes AFCA an effective avenue for these claims.

How to act

  1. Ask the fund/insurer in writing for a decision or a clear timeline, and for the reasons and evidence if denied.
  2. Gather your claim, medical evidence, and your correspondence showing the delay or repeated requests.
  3. Lodge a free complaint with AFCA if it remains stalled or the denial lacks proper reasons.
  4. State what you want: a decision, proper reasons, or the trustee’s independent review.

How FairClaim helps

FairClaim helps you set out the timeline and the failures — delay, duplication, inadequate reasons, or a trustee who did not independently review — and drafts a structured AFCA complaint. Free to start.

Check your rights and build your complaint — free to start

Answer guided questions or just describe what happened. FairClaim checks your facts against the relevant law and drafts your complaint.

Start your super & tpd claims complaint

Frequently asked questions

How long should a TPD claim take?

There is no single fixed limit, but claims must be handled within a reasonable time with regular updates. A claim sitting for many months — often beyond six — without a decision or clear reason is a strong basis to complain.

The insurer keeps asking for the same documents — is that allowed?

Duplicative and burdensome information requests can amount to unreasonable claim handling. Keep a record of what you have provided and when, and raise the pattern with AFCA.

My claim was denied with barely any explanation — what now?

You are entitled to detailed reasons and the evidence relied on. A denial without them, or where the trustee did not independently review the insurer’s decision, can be challenged at AFCA.

Is there a limit on what AFCA can deal with for super?

Superannuation complaints to AFCA are generally not subject to the usual monetary limits that apply to other disputes, which makes AFCA well suited to TPD and other super-insurance claims.

Related guides

This guide is legal information, not legal advice. It describes general rights under Australian consumer credit law and may not account for the specifics of your situation. For advice about your circumstances, contact a community legal centre, the National Debt Helpline (1800 007 007), or a qualified legal practitioner.