This report provides detailed observations from a review of the death benefit claims handling practices of 10 superannuation trustees and provides 34 actions for industry. A death benefit is the amount of superannuation remaining in a member’s account after they pass away.

The report identifies better practices, as well as systemic failures by some trustees that exposed grieving Australians to added emotional and financial distress. 

The case studies in the report demonstrate the impact on claimants of both good and poor practices. While all trustees had room for improvement, it is clear that trustees who take ownership of their member services can deliver good outcomes to members and claimants despite complexities in the law. 

Key findings

• None of the reviewed trustees monitored or reported on their end-to-end claims handling processes or performance.
• Some trustees delayed claims and provided poor service.
• Trustee data and reporting exposed gaps in oversight.
• Claims processes and procedures were often unclear and inconsistent.
• Communication and engagement was often ineffective and insensitive.
• Support for First Nations claimants was inadequate.
• 78% of claim files reviewed were delayed by processing issues within the trustee's control.