BEREAVEMENT PAYMENT
For MSD Use Only – All Benefit Enquiries Must Be Referred to Member Admin
Purpose
This guide provides an overview of the Bereavement Payment benefit, including eligibility, documentation requirements, and MSD’s role.
MSD does not administer bereavement claims.
All bereavement enquiries must be referred to Member Admin.
Important Reminder – MSD Does Not Manage Bereavement Claims
MSD must not:
Explain benefit criteria in detail
Confirm eligibility
Provide, complete, or review claim forms
Handle or check supporting documents
Make any assessment on whether the payment will be approved
Contact insurers or process claims
All bereavement payment matters are handled by Member Admin.
If a member’s next of kin contacts MSD, you must say:
“Bereavement payments are managed by our Member Admin team. I’ll transfer you now so they can guide you through the process.”
1. What Is the Bereavement Payment?
The Bereavement Payment is a one-off financial benefit of $5,000 provided to the next of kin of a member who passes away while they are a financial HSU member.
This benefit is funded by the union as part of membership — it does not increase membership fees.
2. Eligibility (Handled by Member Admin)
Member Admin determines eligibility, but for MSD awareness, the key rules are:
The member must have been:
✔ Financial at the time of death
✔ 69 years or under at the time of death
✔ Holding a valid Australian visa if not an Australian citizen or permanent resident
Exclusion:
Death by suicide within the first 13 months of membership is excluded.
MSD must not communicate these rules in detail unless necessary for context — instead, redirect enquiries to Member Admin.
3. Required Documents (Member Admin Manages This)
The next of kin will be required to provide:
HSU bereavement claim form
Certified death certificate OR equivalent (e.g., medical certificate of cause of death)
Certified photo ID (passport, driver licence, or ID card)
Certified name change documentation (if applicable)
MSD must not request, collect, or review documents.
Always inform the caller that Member Admin will advise them.
4. What MSD Should Do
MSD may:
Express condolences in a supportive, neutral manner
Direct the next of kin to the correct internal team
Identify any industrial issues connected to the member’s death (rare)
Log the interaction respectfully
Ensure the next of kin is warm transferred to Member Admin via the 222 ext number quickly and sensitively
Recommended script:
“I’m very sorry for your loss.
The Bereavement Payment is managed by our Member Admin team, who can guide you through everything that’s required. I’ll transfer you to them now.”
5. What MSD Must NOT Do
MSD must never:
Explain the status of the member’s membership
Confirm the value of the benefit (even though it is generally $5,000)
Comment on eligibility or exclusions
Provide advice about the visa requirement
Give timeframes or processing estimates
Assist with the claim form
Make contact with Member Admin on the family’s behalf
Provide industrial advice to next of kin (unless directly relevant, such as death caused by workplace event → refer to MSD Manager)
6. When MSD Does Have a Role
MSD may need to assist only if:
There are industrial matters connected to the member’s death
e.g.,
A workplace incident resulted in fatality
WHS breaches are alleged
Ongoing disputes with the employer require closure
In these rare cases:
Escalate immediately to the MSD Manager
Do NOT attempt to provide workers compensation or fatality-related legal advice
Do NOT discuss investigations or liability
Solicitor referral may be required in workplace fatality cases.
7. Logging Requirements
When logging the interaction:
Use interaction type:
“Bereavement Enquiry – Referred to Member Admin”
Include:
Name of caller and relationship to member
Confirmation that they were transferred to Member Admin
Do not document unnecessary details
Do not open a case unless there is an industrial component
Example note:
“Next of kin called regarding bereavement payment. Expressed condolences and referred to Member Admin. No industrial issues identified.”