Age Pension online claim features

15 January 2020

Improvements to our online services can support you in rural and remote areas to claim Age Pension online.

While we know it might not suit everyone, there are many benefits to claiming online. You can do it from the comfort of your own home. You can also use the self service facilities at your local Agent or Access Point.

Before your start your claim, decide how you want to claim Age Pension.

What are the benefits of claiming online?

There are many benefits if you claim online.

Claiming with a partner

We know your lives are busy, so we’ve made it easier for members of a couple to claim together. If your partner also wants to claim Age Pension, you might be able to use the combined online claim option.

Claiming as a nominee

If you have a Correspondence Nominee, they can complete all or part of an online claim for you. A nominee can be an individual person or an organisation.

Tailoring the online claim

If we already have information about you, we tailor the online claim to your circumstances. We also pre-fill the answers to some questions, which you can then edit.

Staying up to date

We know it can be hard to stay up to date when you live in a rural or remote area.

If you’re subscribed to electronic messaging, but not to myGov inbox, you’ll get reminders about your online claim. We’ll remind you via SMS or email to submit your online claim. In most cases, we’ll contact you when online tasks or actions remain outstanding.

If you’re subscribed to myGov inbox, we’ll send you reminders there. If you’re not subscribed to myGov inbox or electronic messages, we’ll contact you by post.

Identifying your next steps

Online claims have a Next Steps checklist at the end. It lists what you need to give us to submit your claim. It also lists what we need from you to assess your claim, and when we need it.

Make sure you’ve given us everything listed in the Next Steps checklist by the date provided. We can’t assess your claim without this information.

What happens after I submit my online claim?

After you submit an online claim, you can track its progress on your Centrelink online account through myGov. You can also track your claim on the Express Plus Centrelink app. This means you don’t need to call or visit us to get a claim update.

Once you submit your Age Pension claim, we may ask for more supporting documents. Read our list of supporting documents you may have to give us.

You can see the status of your claim in your online account. We mark the status of your online claim as On Hold if we’re waiting for you to give us information or documents. We mark it as In Progress if we’re currently assessing it.

While we assess your online claim, keep checking your myGov inbox. If we need more information, we’ll send you an electronic letter with the details.

Once we’ve assessed your online Age Pension claim, we’ll send an electronic letter to your myGov inbox. We mark your online claim as either Approved or Rejected.

The letter will tell you the outcome of your claim. It gives you options for a review if you don’t agree with our decision.

Next steps

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Page last updated: 22 January 2020