The spread of the COVID-19 virus is creating challenging times for everyone. Our experienced team is actively monitoring and responding to events as they continue to unfold.
Right now, our greatest priority is the health and safety of our VicSuper community – that’s you, as well as our VicSuper team who are continuing to work hard throughout the current situation to provide you with services and support.
Financial support during Coronavirus crisis
Keeping your details safe
As always, we encourage you to keep your banking and financial details confidential.
- Use only trusted and secure websites such as our password protected MembersOnline portal.
- When contacting us by phone, use our approved, dedicated 1300-phone line for members (just keep in mind that we are currently experiencing long wait times).
Withdrawals, claims and payments
We’re continuing to process income payments as usual. Our team is also continuing to process insurance claims, contributions and lump sum payments.
However, because some of our working arrangements have changed, there may be times where processing may take a little longer than normal.
A key source of concern for many of you will be the volatility that we’ve been seeing in investment markets. Our experienced investment team has operated through long periods of market fluctuation and investment volatility in the past, and is actively monitoring and responding to events as they unfold.
We’re keeping the website updated with information that may help to answer any questions you have in regard to your investments and current market conditions.
We can confirm our insurance policies cover pandemics. This means if your insurance claim is in relation to COVID-19, it will be assessed as per the usual terms and conditions of our insurance policies.
Note: Income protection cover provides you with a replacement income if you’re unable to work due to illness or injury for a period of time. It does not cover unemployment.
Refer to our Insurance Handbook for further details.
VicSuper continues to operate as normally as possible
In accordance with the advice of the World Health Organisation and Australia’s Chief Medical Officer, we have implemented some changes to the way we operate. These changes remain in effect for the foreseeable future (and until we know more) but be assured that we continue to do all that we can to provide the services that you need.
All of our teams remain fully operational, including our Member Services team. However, telephone wait times for the contact centre in particular are likely to be a little longer, not just due to the increase in call volumes, but also because we now have many staff working from home offices.
We are currently experiencing exceptionally high call volumes and we apologise for the long wait times. We’d like to thank you for your patience and understanding in these challenging times.
Our Melbourne office is temporarily closed to the public with the majority of our employees working remotely.
We will continue to monitor our mail. Therefore, if you need to drop off any documentation, post it to the relevant office address.
Our advice centres are temporarily closed but we continue to honour all existing (and new) advice appointments.
Instead of meeting our members face-to-face, all appointments will be conducted over the phone.
Like every super fund at the moment, we’re experiencing increased call volumes. Rest assured our teams are working hard to provide the level of service that you’ve come to expect from us.
If you can't reach us, try again later or submit an online enquiry.
We're here to help. We are currently experiencing exceptionally high call volumes and we apologise for the long wait times. We’d like to thank you for your patience and understanding in these challenging times.