Financial Hardship Support during COVID-19
These are challenging times for our community and Insuranceline is here to support our customers when they need us most and are facing immediate financial hardship.
We encourage any customers facing financial difficulty to contact us on 13 77 87.
Customers on Claim
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.
Support for Existing Customers
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.
Please note that in some circumstances, some of these options may not be available to all customers.
These additional measures of support for our customers who are facing difficulty with paying their premiums will be considered where one or more of the following circumstances apply**:
We recognise that each customer has their own individual circumstances and we encourage you to call an Insuranceline Customer Service representative on 13 77 87 to discuss your individual situation.
These additional financial hardship policies are available for customers to take up for an initial period up to 30 June 2020, and then will be further reviewed at that time. If increasing your cover amount after reducing it, you will need to do so before 30 September 2020 to take up the offer of no medical underwriting.
These financial hardship measures and options will be reviewed on a regular basis as the COVID-19 situation evolves and therefore these terms may be subject to change.
Other ways to get help
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
*Additional terms and conditions will apply to cover that is reinstated or resumed following a cover pause and these will be explained to you prior to you taking up any of these options.
**Policies must have been in place for a minimum period of 6 months to access our full range of premium payment options.