we’re making important changes

• This is the next step in helping you face the future with confidence, by giving you access to the full range of benefits available to other HESTA members.
• These include expanded online services.
• We can make this change because from Saturday 19 April 2025 all our HESTA member services will be managed by the same provider, GROW Inc. (who already manage HESTA for Mercy services).
• Having the same member services provider for all members means we can close the HESTA for Mercy Super product and bring all our members together under HESTA.

Your super account

• Your HESTA for Mercy account will become a HESTA account. This will change some features of your account, including your insurance cover (where applicable) and how you can contact us. 
• If you currently have both a HESTA for Mercy and a HESTA account, we may need to merge your accounts and cancel or combine any insurance you have into a single account. If this affects you, we’ll contact you after the transition to confirm the changes to your account and any options you may have. 
  • If you have income protection cover in both accounts, any claim can only be made on one account (the account with the highest amount of cover). Contact us before Monday 31 March if you would like to combine your accounts before the transition. 
• For most members, you’ll keep your member number when you move across to the HESTA products. 
• If you have the same member number as an existing HESTA account, we’ll need to issue a new member number for you. If this affects you, we’ll send you a new member number in your confirmation letter after the transition is complete. 

Your insurance 

• If you currently have insurance cover, this will move across from HESTA for Mercy’s insurer, Zurich, to HESTA’s insurer, AIA Australia. 
• Your new insurance details will be included in your confirmation letter after the transition. 
• Please read the SEN for information about how insurance is changing and HESTA Insurance options at hesta.com.au/pds for the current details about cover through HESTA. 

Your online account 

• From Monday 2 June you’ll be able to register for and access your new HESTA online account (and the HESTA App). When you’ve set up online access (via the Login button on the HESTA website), download the HESTA App from the App store or Google Play. Just use your HESTA member number on your confirmation letter (which you will receive after the transition is completed) to log in. 
• To make registering for your new online account as easy as possible, check we have the right email address and mobile number for you in your current online account. 

Your payment options 

• Your BPAY^® details for making super contributions will change. You’ll find your HESTA account BPAY® details in your new online account after the end of the transition period.

• While we move all our members across to GROW Inc., some of our normal services will be temporarily unavailable. 
• This is because it takes time to move all our HESTA for Mercy members across to the HESTA products and we need to do this carefully. 
• From Tuesday 15 April, we’ll stop processing requests for some transactions until the transition is complete. 
• From Monday 14 April 5pm AET, access to your online account will stop until the changes have been completed (you’ll have a new online account with HESTA). 
• Services will begin returning from Monday 2 June. Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received. 
• We know a change like this can make things harder for a while, and we’re sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible.
•  If you can, plan to make any changes to your account by Monday 31 March 2025. 
• We’re here if you need extra support with making changes. 
• We’ll keep you updated here as our services are transitioned.

• If you can, make any changes you think you may need to by Monday 31 March 2025.
• The quickest and easiest way to do that is via your online account.
• We’ll start bringing services back online from Monday 2 June 2025. Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received.

• You’ll be able to log into your online account and see your details until Monday 14 April 5pm AET.
• From Monday 14 April 5pm AET until Sunday 1 June, you won’t be able to log in. 
• Services will begin returning from Monday 2 June. Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received. 
• From Monday 2 June, you’ll need to log in via the HESTA website at hesta.com.au/login

• It takes time to bring all our members together under HESTA, and we need to do this carefully. 
• We know a change like this can make things harder for a while, and we’re sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible. 
• If you can, plan to make any changes to your account by Monday 31 March 2025. 
• We’re here if you need extra support with making changes. 
• We’ll keep you updated here as our services are transitioned.

• Bringing all our members together takes time and needs to be done very carefully.
• Your super and your data need to be protected at every step.
• We work hard to keep your super and personal information safe. Nothing is more important to us as the Trustee of your super account.
• We know a change like this can make things harder for a while, and we’re really sorry for any inconvenience it might cause you. We’re working hard to make the transition as smooth as possible.
• After the transition, you can enjoy the full range of benefits available to other HESTA members, including expanded online services.

• We know changes like this can make things harder at an already difficult time, and we’re sorry for any inconvenience they may cause you. 
• In exceptional cases during the limited services period, HESTA will consider making urgent benefit payments of up to 80 per cent of the member’s (last known) account balance, subject to normal payment eligibility criteria. 
• Payments can only be made if a delay in payment would result in hardship to the member or their beneficiaries. 
• Any remaining balance will be paid as soon as possible after the limited services period.
• Otherwise, we’ll process your request as quickly as possible after the limited services period.

• From Tuesday 15 April investment switching is available for requests received via form only until the end of the limited services period.
• Any investment switch requests received during this time will be processed after the limited services period, with an effective date of the date received.
• Note: If you want to request an investment switch during the limited services period, contact us for a copy of the Investment choice application form.

• We strongly encourage you to seek financial advice and read HESTA Investment choices at hesta.com.au/pds before making any changes to your investment strategy.
• We understand market changes can seem concerning, especially when you can’t see the effect on your super balance.
• It’s true that super, like every investment, will have ups and downs. But super is a long-term strategy, and HESTA has a history of delivering strong long-term returns for members.
• Events like the 2008 Global Financial Crisis and COVID-19 are temporary in the context of 20 years of growth in a super product.
• If, after considering your options, you would like to make an investment switch, this will be available from Tuesday 15 April for requests received via paper form only until the end of the limited services period. Please contact us for a copy of the Investment choice application form.
• Any investment switch requests received during this time will be processed after the limited services period, with an effective date of the date received.

• AIA Australia provides insurance cover for HESTA members.
• As HESTA for Mercy members are transferring to HESTA, they will be covered under HESTA insurance arrangements.

• An estimate of your new insurance cover is included in the letter/email that came with your notice, based on the cover you had at 7 January.
• If you didn’t receive an estimate of your cover, we’ll transfer your call/forward your message to our Insurance team, so they can investigate and come back to you.
• You’ll receive a confirmation letter after the transition is complete.
  
   

• If you have insurance cover, your current insurance benefits will change. Insurance through the HESTA product is provided by AIA Australia, which has different insurance policies with different definitions, terms and conditions compared to the cover you may currently have through the HESTA for Mercy Super product. This may change: 
  • the amount of cover you have 
  • insurance fees you pay 
  • insurance terms and conditions 
  • your eligibility for benefits 
  • the circumstances in which benefits become payable. 
• Your insurance cover will convert to cover through HESTA that is at least equal to the amount of cover you have at Friday 18 April 2025 through HESTA for Mercy, rounded up to the next whole unit. Note: if you have a birthday on Saturday 19 April 2025 (the transition date), this may change your insurance cover amounts, which could result in a lower amount on Saturday 19 April. 
• Your amended insurance cover will start from Saturday 19 April 2025. 
• If you receive extra Death Cover or TPD Cover as a result of the transition, any extra cover will be New Events Cover until you’ve been in Active Employment for 30 consecutive days. New Events Cover means you’re only covered for claims arising from an illness which first becomes apparent, or an injury which first occurs, on or after Saturday 19 April 2025. 
• Read the significant event notice or Insurance options at hesta.com.au/pds for details of the current insurance cover through HESTA, as well as (if relevant) the personalised summary of changes to your insurance cover we’ve provided in the email/letter with this notice for more information.

• You won’t be able to submit a new Death, Terminal Illness, Permanent Incapacity, Total and Permanent Disablement or Income Protection claim during the limited services period.
• If you have already started a claim, we will try to finalise it as quickly as possible before the limited services period begins. 
• Claims that have been approved before Tuesday 15 April may be paid before the limited services period begins, as long as we have all the details we need to enable payment. 
• If you have made an Income Protection (IP) or Total and Permanent Disablement (TPD) claim that is already being assessed by the Insurer on Tuesday 15 April, the Insurer will continue to assess the claim throughout the limited services period. 
• If you’re receiving payments from an IP claim, your IP payments from the insurer will continue unchanged (subject to eligibility). 
• All other claim assessments and payments will be processed after the limited services period.

• Contributions received up to Monday 14 April will be allocated to your account as normal.
• Contributions received after this date will be processed after the limited services period, but with an effective date based on the date received.
• They will appear in your account after they’re processed.
• Your BPAY^® details will change as part of the transition.

• HESTA for Mercy Retirement Income Stream members will receive advance payments by Thursday 10 April. 
• This includes fortnightly payments that were due on Thursday 24 April and during May 2025, as well as monthly, quarterly, half yearly or yearly payments due on Tuesday 15 April and Thursday 15 May 2025.
• Members receiving fortnightly payments will have their payment cycle changed to the alternative week after the limited services period – an additional one-off payment of half your regular pension payment will be included in the advance payments. Your regular payments will resume from Tuesday 10 June 2025.
• If you need to make any changes to your payments or other account details, plan to make them by Monday 31 March 2025.
• Services will begin returning to normal from Monday 2 June. Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received.

• New income stream applications can only be accepted from the HESTA Income Stream Product Disclosure Statement dated 19 April 2025 (available from that date at hesta.com.au/pds).
• Following the limited services period, processing times for some transactions may take longer than usual while we process outstanding requests received.
• Apply before Monday 31 March 2025 if you want to set up a new income stream account before the limited services period.

Contact us if you need support or have more questions. We're here to help!