SPS 250 requires an RSE licensee to maintain an insurance management framework, document its approach to claims management regardless of who handles claims, and monitor insurer performance. ClaimThread is designed to help turn those obligations into a structured operating record.
Delegating claims handling does not remove the trustee’s governance responsibilities. ClaimThread is positioned as infrastructure that supports evidence of those responsibilities—not as a substitute for legal judgment, trustee decision-making or the prudential framework itself.
SPS 250 requires the insurance strategy to document the RSE licensee’s approach to claims management, regardless of who is responsible for handling claims.
The RSE licensee must have sufficient resources to manage and monitor the insurer relationship, including regular contact and service-level reporting to senior management.
The SIS Act requires trustees to do everything reasonable to pursue an insurance claim for a beneficiary where the claim has a reasonable prospect of success.
Structured claim stages, evidence requirements, requests, assessment context and decision trail create an inspectable operating method rather than an informal process.
Service clocks, overdue evidence requests, review dates, insurer-level claim counts and complaint indicators support routine performance monitoring.
A structured chronology preserves claim, evidence, decision, payment and complaint history that can support the trustee’s claims-experience record obligations.
Evidence considered, evidence excluded, policy tests, review-stage queues and trustee decisions make the trustee’s own reasoning easier to record and review.
Communications, complaints, audit events and decision provenance create a shared factual record for escalation and dispute handling with insurers.
The Oversight view aggregates the underlying claim record into a governance surface for trustee and case-administration roles.
ClaimThread can support the systems, records and oversight evidence a trustee uses to discharge its obligations. Whether an RSE licensee complies with SPS 250 or the SIS Act depends on its actual conduct, governance, insurance arrangements and circumstances.
Open workspace →AFCA states that the trustee is the policy holder and key decision maker and has a duty to review insurer decisions and pursue the insurer where it disagrees. In a 2024 published determination involving Host-Plus and MetLife, AFCA set aside both insurer and trustee decisions and directed the trustee to review the insurer’s reassessment and make its own decision.
This page is product information, not legal advice.
See the claim-level and portfolio-level evidence that supports active claims governance.