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Additional support

Insuranceline recognises certain customers require additional support when engaging with us. These might include older people, people with a disability, those people from a non-English speaking background and Indigenous people.

We offer a range of services which include support for our customers living in rural and regional communities who may have difficulty:

  • in accessing medical assessment services or
  • meeting timelines for completing requirements.

Your Customer Service Representative or Case Manager will be able to help you if you have questions or want to enquire about additional support.


Translation Services

For our non-English speaking customers, we offer a free Translation and Interpretive (TIS) service through the Australian Government.

This can be accessed by calling TIS on 13 14 50. TIS will organise a translator for the language you require, then they will call us. Insuranceline will accept the full cost of the translation service.

Pre-booked phone interpreters can also be arranged in advance of an appointment. Please speak to your Insuranceline Customer Service Representative or Claims Case Manager.


National Relay Service

We use the National Relay Service (NRS) to ensure we are accessible to our customers who have a hearing or speech impairment.

To access an Insuranceline telephone number:

  • TTY (Text Telephone) users—phone 13 36 77 then provide the Insuranceline phone number you wish to contact
  • Speak and Listen (speech-to-speech relay) users—phone 1300 555 727 then provide the phone number you wish to contact
  • Internet relay users—visit the National Relay Service website, and provide the phone number you wish to contact.

Transport to medical appointments from rural or regional locations

As part of the assessment of an application or a claim, it is sometimes necessary to request our customers be examined by an independent medical specialist or, for a claim, to attend rehabilitation related services.

In all cases, we will try to organise appointments to take place close to your home, to ensure as little inconvenience as possible for you. However, for our customers living in rural or regional communities, if a suitable provider is not located in your local area, Insuranceline will pay reasonable costs for your transport costs to attend the medical appointment.

If flights and accommodation are required for you to attend medical assessments, we will organise this for you. If there is a medical reason you cannot travel alone, we will also consider paying any travel costs for someone to accompany you. Prior approval is required from Insuranceline prior to the appointment.

For our disabled customers, please speak to your Customer Service Representative or Claims Case Manager to ensure that there is suitable access for you at the medical appointment.

In all cases, please speak to your Insuranceline Customer Service Representative or Claims Case Manager prior to incurring any expenses to confirm what payments can be reimbursed. They are committed to helping you find a suitable solution.


Assistance for customers having difficulty meeting timelines or identification requirements

We recognise that some of our customers may find it difficult to attend medical appointments or to obtain the necessary documentation in the timeframes we request to keep your application or claim open.

When this is a challenge, we will work with you to agree on reasonable timeframes and assist you in booking medical appointments or obtaining the required documentation to support your application or claim.

Where we are requesting information, we will contact you at intervals to keep you updated about the process. It is also important for you to keep your Insuranceline Customer Service Representative or Claims Case Manager updated on your efforts or we may inadvertently close your application or claim.

If you are experiencing difficulties please speak to your Insuranceline Customer Service Representative or Claims Case Manager who will be able to help you.

Backed by TAL

Any financial product advice is general in nature only and does not take into account any person’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for any person should be considered, having regard to those factors. Persons deciding whether to acquire or continue to hold life insurance issued by Insuranceline should consider the relevant Product Disclosure Statement (PDS). The Target Market Determination (TMD) for the product (where applicable) is also available.

Promoted by Insuranceline, a trading name of TAL Direct Pty Limited (of Level 16, 363 George Street, Sydney NSW 2000) ABN 39 084 666 017 AFSL 243260. TAL Life Limited ABN 70 050 109 450 AFSL 237848 issues the life insurance benefits. Hallmark General Insurance Company Ltd ABN 82 008 477 647 AFSL 243478 issues the Involuntary Unemployment Cover.

The ways in which Insuranceline collects, uses, discloses and secures your personal information are set out in the Insuranceline Privacy Policy, which is available free of charge on request.