When a TPD claim is rejected, most people's first thought is to escalate immediately to an external body. But before you can go to AFCA, you must go through your super fund's own Internal Dispute Resolution (IDR) process. Handled well, IDR can sometimes resolve a claim without further escalation.
What is IDR?
IDR is the fund's internal complaints and review process. A dedicated team — separate from the original claim assessors — reviews your complaint and the original decision. The fund has up to 45 days to provide a written response to your IDR complaint.
How to use IDR effectively
- Put your complaint in writing — clearly state why you believe the rejection was wrong and reference the specific policy terms you believe were misapplied
- Submit additional medical evidence — if you've had further specialist assessments since the initial rejection, include them
- Challenge the insurer's reasoning directly — if they say your condition is not permanent, provide specialist evidence specifically addressing permanence
- Request the insurer's file — you're entitled to see the medical reports and evidence the insurer relied on to reject your claim
If IDR fails
If the IDR outcome is still unfavourable, escalate to AFCA. See our AFCA complaints guide. Check your options early with a free eligibility check.