Those impacted by recent natural disasters in Victoria and Queensland, are in our minds and hearts, and Insuranceline is here to help where we can. Insuranceline's Claims team is ready to provide additional support, flexibility and streamlined processing for customers making claims who have been impacted. Insuranceline is also offering premium waivers for eligible customers to help financially during this difficult time.

Claims processing

Insuranceline's Claims team is ready to provide additional support and flexibility for customers making claims who have been impacted by recent natural disasters. Where personal records or paperwork has been possibly destroyed or delayed, we will work flexibly with customers to determine alternatives for providing claims documentation, and to streamline claims handling to ensure they are provided with the additional support they need during what is already a difficult time.

Premium waivers

To ensure our customers and their families who are directly impacted by recent natural disasters can maintain the life insurance cover they need, and to provide some financial relief during this difficult time, we’re offering a premium waiver for up to two months. This is available for eligible customers holding policies directly with Insuranceline who have been impacted by a recent natural disaster.

This is in addition to the Financial Hardship Policy support we already offer customers. We also recognise the efforts and personal sacrifice of those who are assisting with the emergency and recovery efforts in a voluntary capacity. Therefore, we are also offering a premium waiver for up to two months to those who are part of the volunteer SES and other emergency services organisations taking unpaid leave from their regular employment to assist communities affected by the natural disasters mentioned, and who hold policies directly with Insuranceline.

To access premium waiver support, customers can contact us.

Insuranceline is offering access to free and confidential counselling to our customers and their families impacted by the recent tragic events at Bondi Beach who need support.

This service is available for anyone impacted by the Bondi Beach events and dealing with uncertainty, stress or anxiety.

The Wellbeing Support Service is provided through Assure Programs and includes access to two free, one-hour confidential discussions with a psychologist.

To book a phone session, call Assure on 1300 820 733 (Australia). Please note that this service is only available to those calling within Australia and for those outside Australia, we are able to provide further online support.

The Assure service is available 24/7 and all impacted customers can access it immediately.

• Headlight: Customers can also access Headlight—an online tool that can help customers understand and manage their mental wellbeing by identifying risk factors and providing targeted recommendations to support their overall health.  

• Lifeline: Support is also available through Lifeline Australia on 13 11 14, via chat on 0477 13 11 14 or online or for this incident – Bondi Beach Incident: Wellbeing support guide | Lifeline

• Beyond Blue: Call 1300 224 636 or visit https://www.beyondblue.org.au/

• SANE: Call 1800 187 263 or visit https://www.sane.org/get-support/sane-support-services