Extra support when you need it
Quick answerLife doesn't pause for insurance. If you're going through financial hardship, recovering from a natural disaster, experiencing family or domestic violence, living with illness or disability, or English isn't your first language, tell us and we'll adapt how we work with you: how we communicate, the time we give you, the options we look for, and who else we bring in to help. Call 07 3292 1100, email contact@cib.com.au, or tell your account manager.
You don't need to have the right words for it. Tell us what you can, we'll record it so you shouldn't have to keep repeating it, and whatever is going on, our job is to make the insurance part lighter, not heavier.
If money is tight
Premiums are a real cost, and pretending otherwise helps nobody. If paying a premium has become difficult, talk to us before a policy lapses, because uninsured is the most expensive place to be when things are already hard. Depending on your situation, we can look at spreading the cost through instalment options or premium funding, reviewing your cover so you're not paying for sections you genuinely don't need, and adjusting excesses where that honestly reduces the pressure. If you're in the middle of a claim and money is the problem, tell us that too: insurers have financial hardship processes, including for people who owe them an excess or are waiting on a settlement, and we'll help you use them.
If your finances have reached the point where you need more than insurance help, the National Debt Helpline (1800 007 007) offers free, independent financial counselling.
After a natural disaster
Storms, floods and fires hit this state hard, and we're Queenslanders too: our team handled our clients' claims on the ground through the March 2026 Bundaberg flood. If a disaster has affected you, call us on 07 3292 1100 and we'll get your claim moving and handle the follow-up so you can deal with everything else. If documents are lost, don't worry, we hold your policy details. If you've been displaced, tell us the best way to reach you and we'll use it. Our claims management page explains how we run a claim from your side.
Family and domestic violence
If you are experiencing family or domestic violence, we will work with you carefully and privately. That means: we'll agree with you on a safe way and a safe time to contact you, and we'll use only that; we'll keep your information confidential, including from a joint policyholder where you tell us it's not safe, to the fullest extent the law allows; we'll record what you've told us so you shouldn't have to re-tell your story each time you deal with us; and we'll never require you to be in contact with another party to a policy in order to get help from us.
If you are in immediate danger, call 000. For confidential 24/7 counselling and support, call 1800RESPECT on 1800 737 732.
Language, accessibility and health
If English isn't your first language, we can arrange to work with you through the Translating and Interpreting Service (TIS National, 131 450), and you're always welcome to bring a family member or friend to help. If you're deaf or find hearing or speaking on the phone hard, we can work through the National Relay Service, or simply by email if that's easier. If illness, injury, age or disability makes any part of dealing with insurance difficult, tell us what works for you: more time, larger print, everything in writing, calls at certain times of day, or dealing with one named person. We'll do it that way.
You can also authorise someone you trust, a family member, carer, adviser or friend, to deal with us on your behalf. Tell us who, and we'll take it from there.
Support services
- Emergency: 000
- Lifeline (24/7 crisis support): 13 11 14
- 1800RESPECT (family violence and sexual assault, 24/7): 1800 737 732
- National Debt Helpline (free financial counselling): 1800 007 007
- Beyond Blue (mental health support): 1300 22 4636
- Translating and Interpreting Service (TIS National): 131 450
How to tell us
Call 07 3292 1100, email contact@cib.com.au, or tell your account manager in whatever words come. There is no form to fill in and no proof required to ask for support. If something we're doing isn't working for you, that's also worth telling us, and if we get it wrong, our complaints page explains how to raise it properly.
Consolidated Insurances Pty Ltd (AFSL 344 121) subscribes to the Insurance Brokers Code of Practice (opens in new tab), which includes standards for supporting clients experiencing vulnerability.
Information current as at 20/09/2026
The information on this page is general in nature and does not take into account your objectives, financial situation or needs. Before acting on it, consider whether it is appropriate for your circumstances. Where the information relates to a particular insurance product, consider the relevant Product Disclosure Statement before making a decision.