Financial hardship

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.

Additional support for customers impacted by the severe weather and flooding from Ex-Tropical Cyclone Alfred and the Western and North Queensland Floods.

Those impacted by the recent severe weather and flooding from Ex-Tropical Cyclone Alfred in Queensland and Northern NSW, as well as flooding in Western and North Queensland, are in our minds and hearts, and Insuranceline is here to help where we can. Our 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 impacted customers to help financially during his difficult time.

Claims processing

Our Claims team is ready to provide additional support and flexibility for customers making claims who have been impacted by Ex-Tropical Cyclone Alfred and/or the Western and North Queensland 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.

Premium waivers

To ensure our customers and their families who are directly impacted by Ex-Tropical Cyclone Alfred and/or the Western and North Queensland 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 Insurancline customers 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 to assist communities affected by the natural disasters mentioned, and who hold Insuranceline policies.

To access premium waiver support, customers can call our Customer Service team 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:

• Establishing a dedicated team of experts across our Claims and Health Services functions to develop practical claims solutions.
• We understand that some customers may find it difficult to collect certain information required to process or assess their claim, either due to social distancing, self-isolation or other matters, so we will continue to listen, and be flexible and pragmatic in our approach.
• For Income Protection claims where we know a customer’s medical condition or incapacity is likely to continue in the short term, our team has started to schedule benefit payments up to the next three months. Depending on your claim and circumstances, we may be able to schedule future Income Protection payments, within the limitations of your policy, to ensure you receive benefits in advance and on time.

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.

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

Lifeline

Beyond Blue

MoneySmart | 13 11 14