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FAQs

Who is Resolution Life

AMP Life is now proudly owned by Resolution Life, a global life insurance group focusing on the acquisition and management of portfolios of in-force life insurance policies, such as AMP Life.

AMP Life will continue to operate under the AMP Life name for the time being under a brand licence agreement from AMP Limited. In addition, AMP Limited will retain a minority economic interest in Resolution Life Australia.

We will continue to deliver on customer promises and services, and customers will also benefit from Resolution Life’s experience, expertise and track record in delivering a high level of customer service and policyholder benefits in a secure, well capitalised environment.

For more information please visit Resolution Life.

I want to find a form

Please refer to our Find a form page, where you can locate various forms by clicking on the drop box.

We're here to help so if you can't find the form you are looking for or if you have any questions about your insurance

How do I make a complaint?

At AMP Life we are committed to helping you and doing what's right by our customers. We care about what you think and welcome your compliments, complaints and suggestions. If you are unhappy with any part of your experience, we want you to tell us. For information on how to lodge a complaint and the process, please click here.

I want to reinstate my insurance

If you have received contact from us about a missed premium payment, you can make this payment via BPAY, credit card, or by giving us a call on 133 731.

If your policy has lapsed, or in other words, cancelled, you may be able to reinstate this if you’ve had a change of heart.

Please contact us on 133 731 if you’d like to discuss your options with us or contact your adviser.

What is a verbal authority and how do I give it?

Verbal authorities are recorded over the phone and are kept on file. This allows Resolution Life to make changes to your policy as agreed and/or to ensure Resolution Life have disclosed information in accordance with life insurance regulations.  A verbal authority can only be given, amended and or cancelled by the Policy Owner.

How to add a power of attorney?

A Power of Attorney is a legal document where you nominate a person or trustee organisation to manage your financial affairs, in case you’re unable to do so due to for example if you are travelling or due to sickness. You still have control of your affairs, and you can revoke your Power of Attorney at any time.

To add a Power of Attorney you must be over the age of 18.

Please send an original certified copy of your Power of Attorney along with an original certified proof of identity such as a driver's license or passport to PO BOX 300 Parramatta 2124 NSW.

Can I pause my premium and cover?

We understand your circumstances may change, and we welcome a conversation about your needs.

Any premium pause options can be located on your policy document.

If you do not have your policy document or would like to discuss your premium pause options, please contact us on 133 731 Monday to Friday 8:30am - 7pm (AEST).

Where can I send a third party authority?

Please send your third party authority to askamplife@amplife.com.au or to PO BOX 300 Parramatta 2124 NSW.

Please ensure your third party authority form is signed and dated within six months of sending and includes the following

  • Policy number
  • Policy owner name
  • Policy owner date of birth
  • Policy owner address
  • Third party name
  • Third party date of birth
  • Third party address

Where can I find lost super?

If you think you might have lost or unclaimed super, please go to the Australian Taxation Office who can assist you in locating your lost super or unclaimed super.
 

How do I register for My AMP?

If you have an AMP account and would like to register for My AMP, please here.

Please note, you will also need your AMP Account, Member, Policy or Plan number.

How do I login to My AMP?

If you have registered for My AMP, please log in here using your username and password. If you have not registered for My AMP, you can register here.

Please note, you will also need your AMP Account, Member, Policy or Plan number.

I've forgotten my username?

If you have forgotten your username for My AMP, you can retrieve it here.

Please note: You will need your AMP Account, Member, Policy or Plan number and access to your mobile phone or email account registered with My AMP so that we can send you a verification code.

If you encounter any issues, please contact

AMP e-services
1300 300 465
Monday to Friday, 8.30am - 7pm (AEST)

How do I reset my password for My AMP?

If you have forgotten your password for My AMP, you can reset it here.

Please note: You will need your username and access to your mobile phone or email account register with My AMP so that we can send you a verification code.

If you encounter any issues, please contact

AMP e-services
1300 300 465
Monday to Friday, 8.30am - 7pm (AEST)

I have locked my account

If you are locked out from My AMP, please contact us on 1300 1300 468.Monday to Friday, 8.30am - 7pm (AEST), alternatively you can email us at ampeservices@amp.com.au

I can't register for My AMP

If you have issues registering with My AMP, please call our e-services team on 1300 1300 465 between Monday to Friday 8.30 - 7pm (AEST). Alternatively, you may email us at ampeservices@amp.com.au

How can I submit a claim?

We're here to help, to lodge a claim, please refer to our online claims notification service.

If you have suffered a serious injury, illness or terminal illness, please click here

To claim as a result of a death, please click here.

Am I eligible to claim?

If the condition you claim for is excluded from the policy, then we will not be able to fulfil your claim. This is why it helps to completely understand what conditions you’re claimed for under your policy when you’re setting it up.

To find out if you are eligible to claim against your policy please call us our claims specialist on 133 731, or depending on how you bought your policy, you can contact your financial adviser, super fund or employer to find out more.

I have a hypothetical query for a claim

We're here to help, to answer a hypothetical claim question, or if you have any questions relating to your insurance

  • Contact us online 
  • Call us on 133 731
    Monday to Friday 8.30am – 7pm (AEST)
  • Contact your financial advisor
  • Write to us at
    AMP Claims
    PO Box 300
    Parramatta NSW 2124

I have a question about my claim

Once we’ve received your claim forms, a Claims Consultant will contact you to discuss your claim and answer any questions you have. We feel it’s important that you always speak to the same person, so we will assign you a dedicated Claims Consultant to help you throughout the process.

Where can I submit documents for my claim?

To lodge or submit additional disability claim documents, please send them to the following address:
AMP Claims
PO Box 181
Parramatta NSW 2124

To lodge or submit additional death claim documents, please send them to the following address:
AMP Claims
PO Box 300
Parramatta NSW 2124

When is my next claims payment?

Your next claim payment is due based on the terms and conditions of your policy and chosen payment cycle  you can find this information on the last payment advice you received or you can call our claims department on 1300 366 214.

How can I get my PAYG statement for the ATO?

Payment statements are sent at the end of each financial year, so if you did not receive a previous statement please call us on 1300 366 214.  All future statements will be automatically uploaded to the ATO so you will no longer receive a paper copy of this statement.

What type of insurance do I have with AMP Life?

If you are unsure on the policy type you have with AMP, please refer to your latest annual statement which you can obtain from My AMP. If you have a financial adviser, they will be able to assist you further in understanding your policy or account.

What is the ABN and USI?

An Australian Business Number (ABN) is a unique 11 digit number that identifies a business to the government and community. A Unique Superannuation Identifier (USI) is used to assist in identifying the superannuation product. You can find your ABN and USI for your policy or account here.

How can I check if an advisor is registered on my account?

Your financial adviser contact details are generally located on your annual statement. If you have a financial adviser, they will be able to assist you further in understanding your policy or account.

Where can I find my current statement?

Your annual statement is generally sent to you after the financial year or on the anniversary date of your policy commencement. This statement contains important information such as your sum insured or withdrawal value of your policy. You can retrieve your latest annual statement and any previous statements on My AMP. Once you have logged in, refer to the Statements & Correspondence section on the left hand side.

How do I confirm my work test eligibility?

Once you turn 67, you must confirm you are gainfully employed for at least 40 hours in a 30 day consecutive period before your super fund will accept your personal super contributions.

We're here to help, if you need to provide your work test status to us, or if you have any questions about your policy

What is a loan?

Loans can be taken against the value of your AMP Life conventional policy also known as Whole of Life or Endowment policies. Variable interest rates are applied to the loan amount. If you would like further information on how you can apply for a loan, please contact us on 133 731 Monday to Friday 8.30am - 7pm (AEST).

I want a loan on my policy

Generally, you can apply for a loan of up to 70% of your policy value. Policies under the superannuation class of business are not able to have a loan taken. To apply for a loan against your Whole of Life or Endowment policy, please contact us on 133 731 Monday to Friday 8.30am - 7pm (AEST).

How can I check if my payments are up to date?

We're here to help, to check to see if your payments are up to date, or if you have any questions about your insurance

What is my waiting period?

The waiting period is the period of time that you must wait before your benefit can be paid.  Benefits are not payable during the waiting period.  Depending on what you chose when you set up your policy, your waiting period could be as short as 2 weeks or as long as 2 years.

You can find the waiting period applicable to your income protection policy by referring to your latest annual statement. If you do not have your annual statement, you can access this by logging into My AMP. Once you have logged in, select statements and correspondence on the left hand side.
 

What is my benefit period?

The benefit period is the period of duration that a benefit payment will be made, unless you return to work.  This may vary depending on the type of benefit you have chosen.

You can find the benefit period applicable to your income protection policy by referring to your latest annual statement. If you do not have your annual statement, you can access this by logging into My AMP. Once you have logged in, select statements and correspondence on the left hand side.

What is my sum insured?

The sum insured is the amount of benefit you are covered for in the event of an accident, illness, or in the unfortunate circumstance that you pass. The type of benefit payable will depend on the type of policy you have with us. You can locate your latest sum insured by referring to your annual statement which you can obtain by logging into My AMP. Once you have logged in, select statements and correspondence on the left hand side.

What is my product name?

Your Product name can be found on the policy schedule you would have received as part of your welcome pack when you took out your policy out.

We're here to help

If you have any questions about your insurance

Where can I get my policy document?

Your Policy Document would have been included as part of your welcome pack which you would have received when you took your policy out.

We're here to help, if for some reason you can’t find your policy document or you have any questions about your insurance

I want to claim a tax deduction on super

To claim a tax deduction on personal contributions made to your superannuation account, please complete the notice of intent form. You may request a form from us directly by contacting us on 133 731 or complete the Notice of intent to claim or vary a deduction for personal super contributions form which you can obtain from the Australian Tax Office website. Once completed, please email your completed form to askamplife@amplife.com.au or by post to PO BOX 300 Parramatta 2124 NSW.

Where can I view my balance details

To view the balance or value of your policy, please log into your My AMP account here.

If you do not have a My AMP account, please register here

How do I change my smoking status?

To be eligible to change your smoker status, you must not have smoked or used the following within the previous 12 months:

– smoked tobacco or any other substance
– used e-cigarettes, or
– used nicotine replacement products.

Note: You can apply for non-smoker rates after 12 months, however non-smoker rates may not be available to you if you’ve suffered from a smoking related medical condition.

You can alter your smoking status by completing the Non-smoker declaration form which you can access here.

How do I nominate a beneficiary?

You can nominate beneficiaries by completing the beneficiary nomination form which you can obtain here

It is important to note that not all policies will be able to have a beneficiary nomination applied to the account. For more information, please contact us on 133 731 Monday to Friday 8.30am - 7pm (AEST) or email us on askamplife@amplife.com.au

How can I remove the advisor from my account?

We're here to help, to change or remove your adviser, or to discuss changes to your adviser

How do I amend the policy owner?

We understand your circumstances may change, and we welcome a conversation about your needs.  So, to remove or update the policy owner please contact us on 133 731 to discuss your options.

How can I increase or decrease my insurance?

You may be able to increase or decrease your insurance cover. You can contact us to discuss your options with our Life Insurance Specialists by calling 133 731. Alternatively, you can contact your financial advisor to organise this on your behalf.

How can I decline or remove the Consumer Price Index (CPI) increase?

You can decline or remove the Consumer Price Index (CPI) increases from your insurance cover for the forthcoming policy anniversary year. You can contact us to discuss this matter with our Life Insurance Specialists by calling 133 731, alternatively you can contact your financial advisor or scan a signed written request and email it to askamplife@amplife.com.au

Please note by declining the CPI this will mean your insurance cover could be eroded by the effects of inflation.

How can I remove additional benefits on my policy?

You may be able to remove benefits from your policy. You can contact us to discuss your options with our Life Insurance Specialists by calling 133 731. Alternatively, you can contact your financial advisor to organise this on your behalf.

How can I request an insurance quote?

We're here to help, to obtain an insurance quote, or if you have any questions about your insurance

How do I cancel my insurance?

We understand your circumstances may change, and we welcome a conversation about your needs.  So to cancel your insurance policy please contact us on 133 731 to discuss your options or your financial advisor.

What do I need to do if I want to change my name?

To update your name, please complete the change of personal details form which you can access here.

How do I amend my date of birth?

To amend your date of birth, please complete the change of personal details form which you can access here.

How do I update my contact details?

To update your contact details, please log into My AMP. Once you have logged in, select the dropdown next to the logout button and click 'update contact details'

How do I update my address?

To update your address, please log into My AMP. Once you have logged in, select the dropdown next to the logout button and click 'update address details'

How can I update my communication preferences?

To change your communication preference, please log into My AMP. Once you have logged in, select the dropdown next to the logout button and click 'view communication preferences'

Can I pay by AMEX?

Paying your policy or account by AMEX is dependant on the policy type you currently hold with AMP Life. There may be a surcharge applicable to payments of superannuation policies. For more information, please contact us on 133 731 Monday to Friday 8:30 – 7pm (AEST).

How do I change my payment frequency?

We're here to help, to update your payment frequency, or if you have any questions about your insurance

How can I update my payment details?

You can update your payment details by logging into your My AMP account. Once you have logged in, please select your account and select the payment details on the right.

How can I make a payment?

There are many different options for you to make your payment which include BPAY, Cheque and Direct Debit or Credit card payment over the phone however some policies may not accept all payment options. Please refer to your latest payment notice.

If you do not have your latest payment notice, you can access this by logging into your My AMP account. Once you have logged in, please navigate to the statements and correspondence section on the left hand side.

How can I rollover into my super fund?

The most effective method to rollover your super is request a rollover from the Australian Tax Office using MyGOV. If you require further assistance, you can contact the Australian Tax Office superannuation department on 13 10 20.

Alternatively, you can obtain a rollover form from AMP Life which you can find here.

How do I rollover/withdraw my super?

You can obtain a rollover or withdrawal form by accessing our find a form page which you can find here.

It is important to note that any withdrawals from your superannuation account are subject to the condition of release criteria.

Generally, you can only access your preserved super when you meet one of the following conditions of release:

– you retire after reaching your preservation age—refer to the relevant preservation age table for details.
– you cease employment at age 60 or over
– you reach age 65
– you’re the holder of an expired or cancelled temporary resident visa and you have permanently departed Australia
   (this option is limited to certain visa categories and isn’t available to New Zealand citizens)

We recommend speaking with a financial advisor before you decide to rollover or withdraw your superannuation. If you don’t have a financial advisor please contact us on 133 731 Monday to Friday 8:30 – 7pm (AEST).  
 

Where can I find my BPAY details?

Paying your policy or account by BPAY is dependant on the policy type you currently hold with AMP Life. BPAY details are generally located at the bottom of your most recent payment notice. For more information, please contact us on 133 731 Monday to Friday 8:30 – 7pm (AEST).

I want to cancel my direct debit

We're here to help, to cancel your direct debt arrangement, or if you have any questions about your insurance

Where can I get a withdrawal form?

You can obtain a withdrawal form by accessing our find a form page which you can find here

It is important to note that any withdrawals from your superannuation account are subject to the condition of release criteria.

Generally, you can only access your preserved super when you meet one of the following conditions of release:

– you retire after reaching your preservation age—refer to the relevant preservation age table for details.
– you cease employment at age 60 or over
– you reach age 65
– you’re the holder of an expired or cancelled temporary resident visa and you have permanently departed Australia
   (this option is limited to certain visa categories and isn’t available to New Zealand citizens)

I've left Australia and I need to withdraw my super, what do I need?

We're here to help, to discuss accessing your super if you're overseas, or If you have any questions about your superannuation

Are there any exit fees?

Exit fees may be applicable to your policy for information on this please refer to your Product Document or Product Disclosure Statement which you would have received as part of your welcome pack when you took your policy out.

We're here to help, if for some reason you can’t find your Product Disclosure Statement or you have any questions about your policy

Important information

Any advice and information on this website is general in nature and is provided by AMP Life Limited ABN 84 079 300 379 (‘AMP Life’), which is part of the Resolution Life group. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters.

Products in the AMP Eligible Rollover Fund, National Mutual Retirement Fund, and NM Pro Super Fund are issued by Equity Trustees Superannuation Limited ABN 50 055 641 757. Insurance and Investment products are issued by AMP Life.

AMP Limited ABN 49 079 354 519 has sold AMP Life to the Resolution Life group whilst retaining a minority economic interest. AMP Limited has no day-to-day involvement in the management of AMP Life whose products and services are not affiliated with or guaranteed by AMP Limited. AMP Limited is not liable for products issued by AMP Life or any statements or representations made in the PDS or policy documents for those products. “AMP”, “AMP Life” and any other AMP trademarks are used by AMP Life under licence from AMP Limited. AMP Life is part of the Resolution Life group and can be contacted on 133 731 or via the contact us page. If you decide to purchase or vary a financial product, AMP Life and/or other companies within the Resolution Life group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.

All information on this website is subject to change without notice.