Claims experience


Our promise to you

We’ll support you the best way we can during difficult times.


Making a claim

Our process is tailored to your unique needs, to make the whole experience as efficient as possible.

Our promise to you

01: We'll be there in your time of need

Encompass Protection puts YOU at the heart of everything we do. This means we’re here to support you and your family by surrounding you with simple and effective care when you need it most.

How do we do this? With the help of our partners at MLC Life Insurance, we offer a suite of award-winning services that are designed to help you before, during and after a claim. By acting early and at every step along the way, we can help you get back to doing the things you love, in good health.

02: You're one of a kind - so we tailor things to suit you

There’s no-one out there quite like you! So why would we apply a cookie-cutter to your claims experience?

Answer is we wouldn’t – so we don’t.

Everyone has a different approach to good health and wellbeing. But the one thing we all share is its importance in our daily lives – for ourselves, our families, and our livelihoods.

Our specialist claims consultants get to know you and the things you value the most, so they can tailor the best approach for you.

Because just as every person is different, so is every claim.

03: Encompass Protection has your back every step of the way

What always there means

They say claim management, we say case management. The difference? Our support isn’t limited to when you lodge a claim. Every step of the way means every step of the way.

At your service

As soon as you get sick or injured, we pair you up with a dedicated recovery specialist, to help put you on track to a speedy recovery or provide you or your loved ones with ongoing support. You don’t even have to lodge a claim to access this service.

Speed and ease

If you do have to make a claim, we’ll guide you through this with dedicated support right from the start. We make this process as quick and seamless as possible, so you can focus on getting better, knowing you’re covered.

Specialist support

Our service is backed by a specialised claims teams, who focus on areas such as mental health and long-term care, making sure you get the right expertise for your claim.

Back on your feet

Who says a claim payout is where we say goodbye? Not us! We stick with you after your claim is done, with transitional support to help you get back to work and achieve your health and wellness goals.

04: No-one likes waiting - so we make things quick and simple

We get it. Waiting for things, especially when you’re stressed or overwhelmed, sucks.

That’s why we’ve built a reliable system that streamlines the claims process meaning faster claims and more claims paid.

By putting you at the heart of everything we do, and Encompass Protection makes protection simple.

Right here, right now

Our dedicated claims team is based in Australia, meaning we provide local service fast.

Faster results

When making a claims decision, we put the industry standard in our dust. Compared to the industry average, our time to decision is 20% faster when claiming Income Protection and 16% faster when claiming Total and Permanent Disability.

Care from go to woah

We might make our decisions fast, but that doesn’t mean we don’t know when to take things slow. We still take the time to get to know you and we understand the road to recovery isn’t a race. Our care and support are never rushed.

More claims paid

Our claims team leads the market in claims paid – and the amount being paid out grows each year. In the past five years our claims payouts have grown from $850 million to $1.1 billion in 2020 alone.

05: Vivo support services

With Encompass Protection, your insurance is about so much more than a financial payout. We know that early intervention makes a world of difference when life throws an unexpected curveball. We act early, facilitate speedy recovery and stick around while you get back to life.

How do we make this happen? By offering everyday health and wellness support.

Meet Vivo.

Vivo is a holistic health, wellness and recovery program that provides care and support through life’s journey. Vivo does this by supporting your everyday health and wellness, and recovery needs through a range of services.

It’s available at no extra cost to our customers. In fact, you and your immediate family members* can start accessing the following Vivo Virtual Care services today:

Nutrition Consult

Tailored nutrition plans from a network of dietitians.

Fitness consult

Tailored exercise plans from a network of exercise physiologists.

Expert Medical Opinion

In-depth review of physical conditions from leading medical experts.

Mental Health Navigator^

Dedicated support for poor mental health from an Australian clinical psychologist or psychiatrist.

Grief Support

Access three one-on-one sessions with a compassionate guide to help you navigate caring for someone in their final stages of life. They provide emotional and practical support to manage grief and care with kindness.

Whether you’re looking to improve your overall health and wellness, dealing with a medical condition, or require recovery support, Vivo curates a tailored program by connecting you to services that may help. And you don’t always need to be on claim to access Vivo.

*Immediate family members include your children (under parental supervision), your partner, your parents and your partner’s parents. Access to immediate family members is limited to Vivo Virtual Care services. ^Mental Health Navigator is only available for those aged 18 years or older.

How to make a claim

When making a claim, you expect a quick response. That’s where we come in.

Claims can come during times of stress, illness, pain or heartache – so we want you to be confident that if you’re in a tough situation, you’ll be able to get a clear answer, fast.

If you need to make a claim, we’ll provide you with a dedicated claims consultant to help you through the process and make things as simple as possible. They’ll make sure we get everything we need to assess the claim carefully and efficiently, so you can focus on getting better.


Get started by contacting us on 1300 476 030 or as soon as you know you need to make a claim and we’ll get things moving. Our phone lines are open 8.00am to 6.00pm (AEST/AEDT) Monday to Friday.


Once you’ve got your claim started, we’ll be in touch to find out exactly what’s happened, getting to know you and your situation better. We’ll work out the right type of claim and gather all the information we need to assess things quickly.

Sometimes we might need you to send us extra information or documents. We’ll let you know what we need and support you through this process.


As soon as we have enough information to start your assessment, we’ll put you in touch with your dedicated claims consultant. They’ll be your go-to resource for all information and support related to your claim.


We’ll keep you updated every step of the way through the assessment process and let you know once a decision’s been made.

Delivering care today with Vivo

Did you know that with your Encompass Protection Insurance, you and your immediate family* have access to Vivo at no additional cost. Vivo is a holistic health, wellness and recovery program that connects you to experts in fitness, nutrition, wellbeing, mental health, medical support and much more.

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