How to make a death claim

What you need to do

Call us

Call our Member Services team and we’ll let you know what’s involved in the overall process and the first steps required for your claim.

You’ll need to have the late member’s member number, date of birth, date of death, and contact details of all other possible beneficiaries.

We’ll also ask a range of questions about the member and their relationships to help determine how best to initiate the process for your claim.

What documents will you need

As well as completing a claim form, for most claims we’ll need you to provide certified copies of:

  • The member’s death certificate (with cause of death)
  • The member’s identification
  • Marriage and/or divorce certificate/s
  • The member’s Will
  • Certificate of Probate or Letters of Administration
  • Birth certificate of any minor children
  • Identification for anyone who has a claim

We’ll also need bank details of the person to whom the benefit will be paid (once this has been decided).

Sometimes we’ll need additional information. If this happens we’ll always let you know what is required and why.


Process chart

An illustrated overview of the nomination process.

Process chart

An illustrated overview of the nomination process.

How is the claim processed?

We’ll assign you a dedicated case manager who’ll look after you for the duration of your claim. Your case manager will assess information as we receive it. If we need additional information, they’ll call you to let you know.

Once we get a copy of the death certificate, we move the whole balance of the member’s account to our Cash investment option. This is to help ensure that the amount remains stable so there are no surprises when it’s distributed.

Our insurer will assess any insurance benefit the member held at the time of their death. If they approve the claim, this benefit is paid into the member’s account and will form part of the balance that’s distributed to the beneficiaries.

Once a decision is made, all claimants are informed of the outcome.
If you disagree with our decision, you can submit additional information for consideration. We must receive your objection within 28 days of the decision, and we treat it as a complaint.

After we review the objection and any additional information, we’ll again inform all claimants of the outcome. If anyone still disagrees with the decision, they can make a complaint to the Australian Financial Complaints Authority (AFCA).

There are strict timelines for when objections and complaints can be made.


Once a decision is accepted by all claimants, or if we are instructed by AFCA, we will pay the benefit electronically, or establish a Vision Super income stream account.

How long does it take?

Most death benefit claims can take some time from when we’re first notified and all information has been received to make a decision. Sometimes it can be drawn out, for example when:

  • There are many potential claimants to find and contact
  • We don’t get all the information we need straight away
  • There are complicated family relationships and conflict
  • There are objections to the decision with require new evidence and review
  • A complaint is made to AFCA.

Frequently asked questions

We’re required to have Target Market Determinations under the Treasury Laws Amendment (Design and Distribution Obligations and Product Intervention Powers) Act 2019.

This is to make sure we’re keeping members at the centre of our approach to the design and distribution of our financial products.

This legislation requires financial services product issuers to design products that are appropriate for the consumers in the target market and consistent with their objectives, financial situation, and needs.

A Target Market Determination is a document which describes who a product is appropriate for (target market), and any conditions around how the product can be distributed to customers. 

It also describes the events or circumstances where we may need to review the Target Market Determination for a financial product.

It depends how your details have been changed. The most common request is changing a surname due to marriage, which you can do with a certified copy of your marriage certificate, and a Vision Super “Change of Personal Details form” found here: view form

If you have changed your name another way, we recommend you contact us first on 1300 300 820 so we can outline what documents we need to change your details without issue.

If you want to change your address, you can do this by logging onto the secure member portal online, or calling our Member Services team on 1300 300 820.

You can check your balance 24/7 via Vision Online, our secure member secure site, or via the Vision Super app for mobile devices. You can also contact our Member Services on 1300 300 820 or by emailing us on [email protected]

Here’s how it works. You may be able to receive a tax-free contribution from the Government when you make a non-concessional (after-tax) contribution to your super account.  The maximum entitlement that can be received is $500 where your total income is $41,112 or less in the 2021/22 year. This reduces on a sliding scale and cuts out if your total income is above $56,112 in the 2021/22 year.

This is, of course, provided you satisfy work, income and age tests.

Please note that the income threshold test for the co-contribution is your total income, which is calculated as follows:

Total income (assessable income + reportable fringe benefits + reportable employer super contributions – allowable business deductions).

In very basic terms, ‘salary sacrificing’, or ‘salary packaging’ means using some of your before-tax salary to pay for something. In superannuation terms, it is usually an arrangement between you and your employer to contribute some of your before-tax salary into your superannuation account.

In the 2021/2022 financial year, the maximum that can be contributed as before-tax payments is $27,500, this includes your employer SG payments of 10%.

Please note that any after-tax contributions made, where you obtain a tax deduction, are included in this contribution limit.