Claim Journey Overview
Your claim progresses through several stages from submission to payment. Click any stage below to learn more:
Note: Some claims may go through "Additional Information Required" if we need more details from you.
Statuses Requiring Your Action
If your claim shows "Draft", "Additional Information Required", or "Rejected", you need to take action. Check your claim status
Status Definitions
What This Means
- Your claim is saved but not submitted
- You can continue editing at any time
- No information has been sent to our team yet
What You Can Do
- •Complete all required fields
- •Upload supporting documents
- •Review and submit when ready
What This Means
- Your claim has been received
- It's in our queue for review
- You'll receive a confirmation email
What You Can Do
- •Check your email for confirmation
- •Keep your contact details updated
- •Wait for our team to begin review
What This Means
- A team member is actively reviewing your claim
- We're verifying your eligibility
- We may contact you if we need more information
What You Can Do
- •Check your email regularly
- •Respond promptly to any requests
- •Keep documents accessible
What This Means
- We need additional information from you
- Your claim is on hold until we receive it
- Check your dashboard for specific requirements
What You Can Do
- •Log in to your dashboard
- •Review what information is needed
- •Upload requested documents
- •Contact support if you have questions
What This Means
- Your claim has been approved
- You're officially part of the class action
- No further action is needed from you
What You Can Do
- •Keep your contact details updated
- •Monitor case updates
- •Wait for settlement news
What This Means
- Your claim did not meet eligibility criteria
- Check your dashboard for the specific reason
- You may have options to appeal
What You Can Do
- •Review the rejection reason
- •Contact support for clarification
- •Submit additional evidence if applicable
- •Consider submitting a new claim if eligible
What This Means
- The case has been successfully settled
- Your claim is approved for payment
- Payment processing will begin soon
What You Can Do
- •Ensure your bank details are correct
- •Check your dashboard for payment timeline
- •Watch for payment notification
Common Questions
How long does the review take?
Most claims are reviewed within 2-4 weeks. Complex claims or those requiring additional verification may take longer. You'll be notified if we need anything from you.
Why was my claim rejected?
Common reasons include: purchase outside eligible timeframe, unable to verify purchase, or missing required documentation. Check your dashboard for specific details.
Can I speed up the process?
Ensure all documents are clear and complete, respond promptly to any requests, and keep your contact information current. This helps avoid delays.
When will I receive payment?
Payment depends on the overall case timeline. Once settled, payments are processed within 28 days. We'll notify you when payment is being made.
Need Help With Your Status?
If you're unsure about your claim status or need assistance, we're here to help.
Or call us at 1300 529 529 (Mon-Fri 9am-5pm AEST)