If you would like to change the terms of your policy or if you are having trouble paying your premiums, we may be able to offer you financial hardship assistance. Please contact us to discuss the options that might be available to you depending on the type of policy you hold, such as stopping your premium payments for a short period of time, changing your benefit structure or cover amount or removing certain options.
We encourage any customers facing financial difficulty to contact us on 13 77 87.
Those impacted by the recent floods in Queensland and New South Wales 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 by the floods. Insuranceline is also offering premium waivers for customers impacted by the floods to help financially during this difficult time.
Claims team is ready to provide additional support and flexibility for customers making claims who have been impacted by the floods. 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.
To ensure our Insuranceline customers and their families who are directly impacted by the floods 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 to all existing Insuranceline customers holding policies directly with Insuranceline and who qualify for the Australian Government Disaster Recovery Payment. 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 and who hold policies directly with Insuranceline.
To access premium waiver support, customers can call our Customer Service team on 13 77 87 or Contact Us via our website to send us an email.
To ensure our claims managers can provide you with the best possible support while you are on claim, Insuranceline has identified further support where COVID-19 may affect the management of your claim, including:
We encourage you to speak with your claims manager who will be able to assist you with any concerns you may have regarding your claim. Our claims managers are here to support you.
It is important to understand that our Life and Income Protection policies come with a grace period or period of extended cover when customers miss a premium payment. Generally, your insurance cover continues for at least 30 days if you miss a premium payment. So don’t worry if you have missed a premium payment recently, you are still covered for at least 30 days depending on your individual policy.
If you are an existing customer and having difficulty in making premium payments on your policy then Insuranceline can offer a range of options to provide you with support to maintain your policy.
If you're dealing with financial hardship it’s important that you get the help and support you need. In addition to speaking with us, these organisations may be able to provide you with further assistance.
National debt helpline - www.ndh.org.au
Lifeline - www.lifeline.org.au
Beyond Blue - www.beyondblue.org.au
MoneySmart - www.moneysmart.gov.au or call 13 11 14