BT Financial Group will make $12 million of “goodwill payments” to 103 customers who were denied claims because of exclusion clauses around pre-existing conditions.

The refund applies to customers with the BT Super for Life superannuation product.

It follows changes in 2015 to the way customers are informed about pre-existing condition exclusions.

“I can think of no clearer way to demonstrate our absolute focus on our members,” GM Superannuation Melinda Howes said.

“We want to make sure those members who didn’t have the benefit of these improved disclosure practices, and whose claim was ineligible due to a pre-existing condition, are given a goodwill payment.

“We know community expectations have changed and simply meeting the standard required by law may not always be enough.”