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Customers in need of extra help and support

At Insuranceline, we’re committed to supporting our customers who have individual needs, who may need extra care, or may be experiencing vulnerability.

We recognise that everyone’s situation and needs are different and that some circumstances may mean you need extra support and care such as;

  • mental or physical health conditions,
  • disability,
  • age,
  • injury,
  • domestic and family violence,
  • financial hardship/distress,
  • language and/or literacy barriers,
  • living in remote locations.
We are also committed to supporting and understanding the needs of our Aboriginal and Torres Strait Islander communities and customers, and customers from other cultural backgrounds. 

How we can help

We understand that in difficult circumstances, things can be a lot more complex. We’re determined to help our customers, especially during tough times. If you tell us or we identify that you need extra support due to vulnerability, difficult circumstances or unique needs, we will work with you to find a suitable, sensitive and compassionate option, while protecting your right to privacy.  We will treat you, your family, carer or support person with empathy, compassion and respect.

Here are some links where you can find out how we can support you. Alternatively, please contact us to discuss what options might be available to you.

When can I ask for help?

Our staff are trained and equipped to support customers in need of extra help and support. We’ll always do our best to prioritise customers who need additional assistance.

Asking for help isn’t easy. However, we encourage you or your representative to advise us of any extra care you may need.

Backed by TAL

^The 5% discount offer is only available to customers who take out a quote and new Insuranceline Life Insurance, Income Protection Insurance or Funeral Insurance policy between 1 August – 31 October 2024. The 5% discount will be automatically applied to your Insuranceline Life Insurance, Income Protection Insurance or Funeral Insurance premium for the life of the policy.

Insuranceline Win 1 of 5 $1000 Visa Cards (Competition): Competition closed on 31st of July 2024. Winners will be sent an email and will be attempted to be notified via phone within two (2) business days of the Prize Draw and Time, as listed in the table in Condition 13 of the full terms and conditions and published on www.insuranceline.com.au/campaigns/competition-terms.. Authorised under NSW Permit Number 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.

Any financial product advice is general in nature only and does not take into account any person’s objectives, financial situation or needs. Before acting on it, the appropriateness of the advice for any person should be considered, having regard to those factors. Persons deciding whether to acquire or continue to hold life insurance issued by Insuranceline should consider the relevant Combined Product Disclosure Statement (PDS) and the Financial Services Guide (FSG). 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. Hallmark General Insurance Company Ltd ABN 82 008 477 647 AFSL 243478 issues the Involuntary Unemployment Cover.

The ways in which Insuranceline collects, uses, discloses and secures your personal information are set out in the Insuranceline Privacy Policy, which is available free of charge on request.