Resources and help

You can change your contact details by completing a Change of Details forms and securely upload this form using InvestorOnline ePost. For simple changes, such as change of address, contact number and address, you can also contact us on 13 35 66 during business hours.

Step by step instructions

You can also complete a Change of Details Form and upload this via ePost using Investor Online. You can locate ‘ePost’ under the ‘My Investments’ tab and then select the request type. Once you have uploaded your documents, a reference number will be provided.

Alternatively, please post the completed form to our office:

Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When it’s been received, we’ll process your request within three to five working days and send you confirmation in the mail.

To change bank details, please complete a Change of Details Form that is available on our Forms page.

Step by step instructions

This form can be securely sent to Challenger via ePost using InvestorOnline. You can locate ‘ePost’ under the ‘My Investments’ tab and then select the request type. Once you have uploaded your documents, a reference number will be provided.

Alternatively, please post the completed form to our office:

Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When it’s been received, we’ll process your request within three to five working days and send you confirmation in the mail. It's important to provide enough time before your annuity payment is due.

To change any other details (i.e. Name or DOB) please complete a Change of Details Form that is available on our Forms page along with supporting documentation.

Step by step instructions

This form can be securely sent to Challenger via InvestorOnline ePost. You can locate ‘ePost’ under the ‘My Investments’ tab and then select the request type. Once you have uploaded your documents, a reference number will be provided.

Alternatively, please post the completed form to our office:

Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When it’s been received, we’ll process your request within three to five working days and send you confirmation in the mail.

To provide us with a Power of Attorney (POA) document or Financial Management Order, you will need to complete and return to us the Power of Attorney and Financial Management Order Details form. The form includes important information you should know about when providing your POA or Financial Management Order to Challenger. 

What you need to send us?

For a POA or Financial Management Order to be recognised by Challenger, we require the following to be posted or electronically submitted via Challenger ePost:

• the Power of Attorney & Financial Management Order Details form completed
• a certified copy of the original POA document or Financial Management Order, including any supporting documents
• if you’re attorney(s) or financial manager(s) is not an existing customer of Challenger, a certified copy of an identity document (ID) is required
  Accepted ID includes current driver’s licence, current passport or proof of age card

If you prefer to post these documents to us, please send to:

Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When the completed form and documents have been received, you can expect this to be updated within two working days.

This guide contains information for attorneys who wish to make a beneficiary nomination on behalf of an investor.

A Challenger annuity is designed to be held until the end of an agreed term, or for the life of the life insured.

Please see our guide under "Understanding withdrawal value calculations" for more information.

To withdraw from your policy, you will need the do the following.

Step by step instructions

• Step 1 - Call our Investor Services Team to pass a verbal security check. We will then determine whether you are eligible to withdraw from the policy held with us.
• Step 2 - If available, a withdrawal form will be generated overnight and sent to you by post. This form will also be available overnight for you to print via InvestorOnline within 24hrs.
• Step 3 - The signed withdrawal form will need to be submitted via ePost or by posting it in.

To access Challenger ePost click here.

By post:
Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When it’s been received, we’ll process your request within two working days and send a confirmation letter to the address on file.

Use this guide to help you understand how the withdrawal value of your annuity is calculated. 

Sometimes Centrelink ask you to provide information on your investment. This may be referred to as a Centrelink schedule or an SA 330. You can generate one via InvestorOnline.

Step by step instructions        

Follow the steps to get a Centrelink Schedule on InvestorOnline:

• Step 1: Under the "My Investments" page, locate "Generate my Centrelink Schedule" and click "Generate".
• Step 2: Your Centrelink Schedule will appear in the "My Correspondence" section. Click on the item to download as a PDF. Please note that it can take up to five minutes for it to be available.     

Alternatively you can request for this information by calling our Investor Services Team on 13 35 66 from 8.00am to 6.00pm eastern time. (Overseas investors can call us on +61 2 9994 7000.)             

Through InvestorOnline (IOL), you can view your active investments, personal details and previous correspondence. Additionally, you can print or save your confirmations, statements, generate Centrelink schedules and download any forms that you may need.

Please call our Investor Services Team who can assist in setting up IOL access (Note we require a valid email address and mobile number on file).

Step by step instructions

• Step 1: Once you have received your Investor Online ID head to www.challenger.com.au and click the "Sign In" button at the top right hand corner and select "Investor Online".
• Step 2: Click "Reset my Password" link.
• Step 3: Enter you InvestorOnline user ID (if you don't know your user ID, please call us). Click the button to reset your password via email.
• Step 4: Check you email inbox for an email with the subject line "We've reset your password".
• Step 5: Click on the link in you email and then follow the prompts on your computer screen.
• Step 6: Choose a password that will be hard for someone else to guess and click "Reset Password". Your password must be 8 characters long and contain at least one capital letter, one lower case letter and a number.
• Step 7: Click "Request Code", a SMS will be sent to your nominated mobile phone number.  Enter this code into the box provided and click "Next".
• Step 8: Now you have set up your password, you will be able to log into InvestorOnline by following the prompts on your computer screen.

Challenger will send out a maturity instructions form 35 days and 14 days prior to the maturity date. This will provide you with a list of options you can do with the maturing balance. 

Guaranteed Annuity (Fixed Term) & Guaranteed Allocated Pensions (Fixed Rate)        

Once you have received the Maturity Instructions form, fill out the form by selecting the options provided. If you would like to lock in a rate, you can do this within 14 days prior to the maturity date, please call our Investor Services Team and request a quote.

Your Maturity Instruction Form will need to be submitted via InvestorOnline ePost, or by posting it in.

To access Challenger ePost click here.

By post:
Challenger Limited
Reply Paid 3698
Sydney NSW 2001

When it’s been received, we’ll process your request within two working days and send a confirmation letter to the address on file once the policy has matured.

You can notify us of your loved ones passing by one of the following:

• Send an email to deceasedestates@challenger.com.au
• Calling us on 13 35 66
• Uploading the Death Notification Form via ePost.

When informing us of the passing of your loved one, we will ask to confirm the following information:

• Your relation to the late investor
• Policy number
• Late Investor's Full Name
• Late Investor's Date of Birth
• Late Investor's Date of Passing
• Point of Contact information, such as correspondence address and contact details (telephone number and email)

Once notified, we will post an initial Deceased Estate Letter to commence the process of finalising your loved one's policy. This will include information you may need to know about death benefits (if any) and the documents we require to finalise the policy.