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Additional support

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.

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^Insuranceline Win 1 of 5 $1000 Visa Cards (Competition). Subject to the Terms and Conditions, the Promotor is offering customers a chance to win one of five Digital Visa Gift Cards valued at $1,000, in one of the four draws. Entry commences on the 1st of April 2024 and will run for four months until 11:59pm AEST on the 31st of July 2024 (Entry Period). During the Entry Period, to be eligible to participate in the Competition, customers must get a quote and take out a new Insuranceline Life Insurance, Income Protection Insurance, or Funeral Insurance policy to enter the Competition. A maximum of one (1) entry into the Competition will be awarded per eligible policy. The Promotion is not open to existing customers, or customers who have cancelled a Promoter branded policy in the 12 months prior to the commencement of the Entry Period and then taken out a new Insuranceline branded policy. Each of the four Prize Draws will take place at Level 16, 1 Denison Street, North Sydney NSW 2060 on the respective Prize Draw and Time, as listed in the table in Condition 13 (and if any Redraws if there are any unclaimed prizes, Condition 19) of the full Terms and Conditions, and the winners will be sent an email and will be attempted to be notified via phone within two (2) business days of the Draw and published on https://www.insuranceline.com.au/campaigns/competition-terms. Max. retail value of the total prize pool is $20,000. To be eligible at time of the draw, customers must still have an active policy and have paid 1 month of premiums in full. View eligibility criteria and full terms and conditions here. Promoter: TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260. Permits: NSW NTP/09255, ACT TP24/00483, & SA Licence No. T24/388.

**Bonus 10% more cover is calculated on the fifth anniversary from the Policy Commencement Date. Each adult life insured will have an extra 10% of the average Funeral Insurance Cover amount held during the previous five years added to their Funeral Insurance benefit. Terms and conditions apply. Refer to the PDS for more information.

#Claims paid figures relate to all Insuranceline life insurance policies in the 2021 financial reporting year (1 April2021 to 31 March 2022). All claims on Insuranceline policies are assessed against the relevant policy terms and conditions. These terms and conditions, as well an explanation of the claims process, can be found in the applicable Product Disclosure Statement. Claims are administered and settled by the insurer, TAL Life Limited.

***Insuranceline is the longest standing provider of Funeral Insurance in Australia, based on: Strategic Insight, Actuaries & Researchers. Funeral Insurance means a policy with periodic premium payments that provides a lump sum to help pay for funeral and associated expenses when you die and excludes pre-paid Funeral Plans and Funeral Bonds.

The information provided on this website is general advice only which means it does not take into account your individual needs, objectives or financial situation. For this reason, you should consider whether it is appropriate for you, and before you decide to buy or to continue to hold an insurance product, you must read the relevant Combined Product Disclosure Statement (PDS) and the Financial Services Guide (FSG). The PDS/FSG contains important information which will help you understand the product, including what's covered and what's not covered and to decide whether it is appropriate for you. The Target Market Determination (TMD) for the relevant product, where applicable, is also available.

If you are considering cancelling a policy you already hold in order to replace it with a new policy, make sure you read the terms and conditions of both policies before you make a decision. The cover terms may be different, you may lose benefits accrued under your existing policy, and waiting periods may apply to the new policy. Changes in your personal circumstances (such as your age, health, and employment) that have occurred since your existing policy was originally taken out may also affect your new policy. As your application for a new policy may not be accepted, and some policies may be unable to be reinstated after they have been cancelled, you should consider waiting until your new policy is confirmed before you cancel any existing cover.

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. St Andrew's Insurance (Australia) Pty Ltd ABN 89 075 044 656 AFSL 239649 issues the Involuntary Unemployment Cover.

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