Extra Support
Extra support when life gets hard
Some of our clients go through times that make dealing with insurance harder than usual. That might be a natural disaster, serious illness or injury, the loss of someone close, family or domestic violence, or money worries. If that is you, we want to help, not add to the load.
Tell us what is going on
You do not need to share more than you are comfortable with. Even a quick word to your account manager, or a call to us on 07 3292 1100, means we can adapt how we work with you. Depending on your situation, that might include:
- giving you more time to make decisions or provide information
- explaining things again in plain language, in writing or over the phone, whichever works best for you
- working with a support person, family member or adviser you nominate
- prioritising your claim and dealing with the insurer on your behalf
Financial hardship
If you are finding it hard to pay your premium, please contact us before your policy lapses. Letting cover lapse can leave you unprotected at the worst possible time. We will talk through your options with you and your insurer, which may include payment arrangements or adjusting your cover so that you stay protected.
Free, independent help with money worries is available from the National Debt Helpline on 1800 007 007 or at ndh.org.au.
Family and domestic violence
If you are affected by family or domestic violence, we will take particular care with your personal information and will only contact you in ways that are safe for you. Confidential support is available 24 hours a day from 1800RESPECT on 1800 737 732.
Language and accessibility
If English is not your first language, the Translating and Interpreting Service (TIS National) is available on 131 450. If you are deaf or find it hard to hear or speak on the phone, you can contact us through the National Relay Service.
Crisis support
If you or someone near you needs someone to talk to now, Lifeline is available 24 hours a day on 13 11 14.