Written by Indiana Tyrrell, Lawyer  |  Evolve Legal  |  August 2026

 

A recent study into superannuation fund call centres has confirmed what many claimants already suspect: getting clear, helpful information from your super fund is often harder than it should be. For Queenslanders navigating a Total and Permanent Disability (TPD) claim, this isn’t just an inconvenience. It can be the difference between a claim succeeding and a claim stalling.

As TPD lawyers, we have often experienced frustration when trying to obtain information from superannuation funds and following up on outstanding requests. If those of us who work in the industry, who understand the claims process and can spot incorrect or incomplete information, are hitting these roadblocks, it raises serious concerns about what ordinary Australians face when they try to navigate the system alone.

Why a TPD Claim Is More Than “Just Filling Out Forms”

Making a TPD claim is not simply a matter of completing a few forms. Every person’s insurance policy and entitlements are unique, and understanding the requirements can be complex.

Importantly, having insurance through your superannuation fund does not automatically mean you are eligible to make a claim. Equally, where obstacles arise, there may be options available to overcome them, but understanding those options often requires specialist knowledge and guidance.

What the Study Found: Super Fund Call Centres Are Falling Short

Across the 20 funds included in the study, the average score for ease of interaction was only 32.5%. That result is disappointing given how complex and high-stakes these calls often are for members.

Some of the key findings include:

• Poor questioning: Only one in ten calls involved agents asking effective questions to understand the caller’s enquiry, meaning many members may not be getting the information they need to make informed decisions.
• Being pushed online: One in five customers were directed to investigate their query online themselves. Digital self-service can help some people, but it disadvantages members who aren’t comfortable with technology or who don’t have reliable access to a computer or smartphone.
• Low empathy scores: 70% of vulnerable callers rated their super fund poorly for empathy, and 42% of all calls were assessed as having a negative sentiment.
• Long wait times: One fund connected callers to an agent within 15 minutes only 10% of the time, raising real concerns about accessibility and responsiveness.

For people dealing with illness, injury, financial hardship, or uncertainty about their future, these interactions matter. A rushed or unhelpful call can add stress to what is already one of the hardest periods of someone’s life.

Why This Matters More Than Ever

Australians are facing rising living costs and increasing insurance premiums. Members should reasonably expect value and support from their superannuation funds, particularly when they need to rely on the insurance they’ve been paying for.

Navigating a TPD claim is stressful enough without extra frustration and uncertainty being added to the process. These findings reinforce why clear communication, timely assistance, and access to experienced advice matter so much when pursuing a superannuation insurance claim.

You Don’t Have to Deal With Your Super Fund Alone

If you’ve found it difficult to get a straight answer from your super fund, or you’re unsure whether you’re eligible to make a TPD claim, you don’t have to work it out by yourself. Our TPD team at Evolve Legal offers a comprehensive free claims check, so people can understand their options without having to navigate the system on their own.

Contact us today for a free TPD claims check with Evolve Legal today.

Frequently Asked Questions

DOES HAVING INSURANCE THROUGH MY SUPER FUND MEAN I’M AUTOMATICALLY ELIGIBLE FOR A TPD CLAIM?

No. Having insurance through your superannuation fund does not automatically mean you are eligible to make a claim. Eligibility depends on your specific policy terms and your individual circumstances, which is why specialist advice is important.

WHY IS IT SO HARD TO GET INFORMATION FROM SUPER FUND CALL CENTRES?

A recent industry study found significant service gaps across super fund call centres, including low rates of effective questioning, long wait times, and poor empathy scores for vulnerable callers. This makes it difficult for members to get clear, accurate information about their claim.

DO I NEED A LAWYER TO MAKE A TPD CLAIM IN QUEENSLAND?

You are not required to use a lawyer, but TPD claims usually involve complex policy terms and evidentiary requirements. A specialist TPD lawyer can help identify incorrect or incomplete information from your fund, address obstacles as they arise, and advocate on your behalf throughout the process.

WHAT SHOULD I DO IF MY SUPER FUND ISN’T RESPONDING OR GIVING UNCLEAR ANSWERS?

Keep a record of your communications and consider seeking specialist advice. A TPD lawyer can follow up on outstanding requests, communicate directly with the fund on your behalf, and help ensure your claim is progressing correctly.

HOW MUCH DOES A FREE TPD CLAIMS CHECK COST?

Evolve Legal’s TPD claims check is free. It’s designed to help you understand your eligibility and options before you commit to anything.