Financial Hardship

If you want to keep your insurance cover but are having difficulty making premium payments, get in touch with our Customer Service team on 13 77 87. They can talk you through the options available to make your insurance more affordable.

We may be able to help with:
• assisting you to make changes to your policy and/or change to a different type of policy, or
• discussing your payment options to reduce your premium.

You may need to provide supporting documentation to assist with your hardship application.

Generally, your insurance cover continues for at least 30 days if you miss a premium payment, depending on your individual policy. 

Please note that in some circumstances, some of these options may not be available to all customers.

We understand making a claim can be stressful, especially when your financial needs might be urgent. Our claims managers are here to support and work with you to help you:

• understand what is required of you
• complete claim forms
• provide requested claim information

This may include offering to collect the information on your behalf, with your permission, to help expedite the process.

If you urgently need the benefits due to a condition that your policy covers, we will assess your request for urgent access to your benefits. We may ask you for evidence of this urgent need.

What happens next?

We will aim to prioritise your claim for an illness or injury your policy covers. We will let you know what help we can offer you as soon as possible or within 5 business days of receiving all the information we need. 

If we accept your request, we will confirm any help we offer in writing which might include:

• prioritising your claim assessment and our decision, and/or
• advancing part of your claim payment.

If you disagree with the outcome or are dissatisfied with how your claim was assessed, you can lodge a complaint. 

We encourage you to contact us as soon as possible to assist you with any concerns you may have regarding making a claim.

life-insurance-code-of-practiceIf you're facing financial hardship, it’s important that you get the help and support you need. In addition to speaking with us, these organisations may be able to provide you with further assistance. 

National debt helpline is a not-for-profit service that offers free, independent and confidential financial counselling services to help people tackle their debt problems. 

Lifeline provides 24-hour crisis support and suicide prevention. Call 13 11 14.

Beyond Blue provides support programs to address issues related to depression, suicide, anxiety disorders and other related mental illnesses.

Moneysmart, created by ASIC, helps you take steps to improve your personal finances with impartial guidance and online tools. 

1800RESPECT is available for free, 24 hours a day, 7 days a week to support people impacted by domestic, family or sexual violence. Call 1800 737 732.

Life Insurance Code of Practice

We have signed up to the Life Insurance Code of Practice. This Code sets out our obligations to you, covering the standards we must meet, rules around disclosure and how we should act when it comes to assisting with financial hardship. You can read the Code of Practice or find out more about it on the CALI website. This standard does not apply to policies owned by a superannuation fund trustee as access to superannuation benefits is limited by law. However, you should contact the trustee directly as they may have other means of assisting you with financial hardship.