The following information is provided for the benefit of claimants and to assist in an understanding of the factual interview process. The information is general in nature and does not constitute advice. On this page this information is relevant to the conduct of a factual interview in relation to a claim under an Income Protection, Superannuation, Trauma (Critical Illness), Group Salary Continuance or TPD type policy.  Other claim types including Workers' Compensation, Third Party, Public Liability and Personal Injury claims follow a similar procedure.

We support the Life Insurance Code of Practice developed by the Financial Services Council. A full copy of the Code can be found here.

In accordance with the Code, an interview will take a maximum of 90 minutes, unless you agree to an extension. You will also be offered a 5 minute break every 30 minutes. A further interview will be organised if it is reasonably required. You may also wish to have a support person present for the meeting. If your claim involves mental illness, we will only use an interviewer that we are satisfied has appropriate training or experience to carry out the interview. ATRM has considerable experience in this area, having undertaken over 2500 interviews involving claims in relation to mental illness.

A factual interview is simply a meeting between an assessor and a claimant, during which the assessor will seek to obtain information from the claimant that is pertinent to the claim, with such information being reported back to the insurer to assist them in their understanding of both the claim and the claimant. During the meeting, the assessor will ask a series of questions in an effort to assist his/her understanding of the claim.

At times, we may also be asked by insurers to seek copies of relevant documentation such as copies of financial documentation, medical reports or other documentation. Normally a request to provide documentation will be made in advance of the meeting however the inability to provide documentation in time for a meeting should not in itself, be reason to postpone the meeting. 

With your consent, the meeting may be audio recorded and in such case, you will be provided with a copy of the audio recording if you desire. The assessor may take notes either by hand or into a laptop computer and in some circumstances may wish to obtain a statement or statutory declaration. Again if you desire, you will be provided with a copy of any documentation that you sign. 

The interview itself relies on the assessor being able to modify and adapt questions to maintain relevance to your particular claim and accordingly, it is not normally possible for us to provide a list of specific questions in advance. Topics normally covered in an interview may include: details of the illness or injury giving rise to the claim; the medical and other treatment you have received; an understanding of your pre-disability work duties; your current symptoms and limitations and how that impacts your ability to work and/or perform other activities; details of your current activities; and your future prospects and plans. 

ATRM has been registered with the NSW Government as a COVID safe business. We have a COVID-19 Safety Plan and committed to keeping you safe.