20 August 2026
What is the Bereavement Centre at AustralianSuper?
AustralianSuper has transformed the way it manages death claims through its in-house Bereavement Centre.
The Centre was established in May 2024 and employs 75 specialist case managers.
The Bereavement Centre was created to simplify what can be a complex and emotionally difficult process for beneficiaries while improving claim processing times and providing support from a single case manager.
AustralianSuper’s Bereavement Centre helps beneficiaries, executors and family members navigate death benefit claims, documentation requirements and payment processing.
Beneficiaries have a dedicated case manager, who they can reach directly by phone and email throughout the entire process.
Key facts about AustralianSuper’s Bereavement Centre
- AustralianSuper established its Bereavement Centre in May 2024.
- The Centre manages death claims in-house.
- A team of 75 specialist case managers supports beneficiaries and families navigate the death claim process.
- Each claim is assigned a dedicated case manager, who will oversee the claim from start to finish.
- When AustralianSuper is notified of a member's death, administration fees cease and the account is switched to cash.
- Since establishing the Bereavement Centre, AustralianSuper has halved the time it takes to process death claims.
- As of June 2026, 80% of cases are resolved within four months of receiving the first claim.
Watch the video below to meet the people inside AustralianSuper’s Bereavement Centre.
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Show Transcript
Cilla, case manager
"This is what's rewarding about the role being a case manager here in the Bereavement Centre at AustralianSuper: you feel like that you were at their wedding day.
“You feel like you watched them meet for the first time.”
Hanna Dunstan, Principal, Insurance Operations and Claims
“We have transformed the way that we handle death claims.
“About two years ago we established the Bereavement Centre, which is when we insourced the management of death claims and we hired about 75 specialists to be case managers.
“A case manager is appointed to a claim, and they will manage that claim from the start to the end and they will help to make what is sometimes a really complex claim simple.
“They will help to pay it quickly and with the care that is needed.”
Ben, team leader
“The claimant that is calling in could be ready to make a claim.
“On the other hand, they're calling in fresh off the passing of a loved one, and they really need that support during that experience.”
Hanna
“Since establishing the Bereavement Centre, we have halved the time that it takes to pay a death claim.
“It also means that you are dealing with one case manager from the start to the end.
“They understand that losing a loved one is one of the most difficult moments that a person can go through and they really help to provide the support that's needed.”
Cilla
“From the experience on the phones that I'm getting with them is that it's trust - they have that one-on-one person where they don't have to repeat everything that they've said.”
Krupa, senior case manager
“So, the first phone call is definitely the phone call that gives that feel of support to the claimants to let them know that, hey, you're not alone in this journey.
“We are here to help you out.”
Hanna
“We have one opportunity to get this right and it's really important that we pay the death claim to the right person.
“So, our case managers look at all of these, and they handle them with care, and they make sure that the payment is timely as well.”
Cilla
“I've experienced a claimant where he lost his wife, and they were married for 57 years.
“It's really nice to know that they trust you enough to share that.”
End Transcript
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About AustralianSuper
AustralianSuper manages more than $430 billion in members’ retirement savings on behalf of more than 3.6 million members from more than 500,000 businesses (as at 30 June 2026).
This article may include general financial advice which doesn’t take into account your personal objectives, financial situation or needs. Before making a decision consider if the information is right for you and read the relevant Product Disclosure Statement,available at australiansuper.com/PDS. A Target Market Determination (TMD) is a document that outlines the target market a product has been designed for. Find the TMDs at australiansuper.com/TMD.
AustralianSuper Pty Ltd ABN 94 006 457 987, AFSL 233788, Trustee of AustralianSuper ABN 65 714 394 898.