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 also recognise that some customers living in rural and regional communities may have difficulty in accessing medical assessment services or meeting timelines for completing requirements.

We offer a range of services to help our customers. 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 ā€“ 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 133 677 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.