Customer Support

Feel understood, supported and protected with TIO

At TIO, we know life can change without warning, which is why we promise to be by your side when you need us most.

Since 1979 TIO has provided insurance options for those living in the Northern Territory. Our focus and strength lies in our solid understanding of the conditions faced within the Territory year after year. Whether you are making a claim, protecting your home against extreme weather events or experiencing hardship, TIO is here to provide the support you need at every stage of your life.

Contact us on 131 846

TIO support during COVID-19

TIO is committed to supporting those affected by the COVID-19 pandemic, and we have in place a range of provisions that may provide assistance if you are experiencing financial hardship.

As individual customer circumstances can vary enormously, we strongly encourage any customer who may be experiencing adversity to call us for a free Policy Health Check. This is a simple five-step check-in available to all policyholders and helps you to review your details, excess, cover and payment frequency, making changes where we can to help support you.

Find out more

Be prepared for extreme weather

Storm, storm surge and cyclone

Flood



Living in the NT, we experience extreme weather including severe storms, cyclones and flooding. It is important to be prepared for the wet season.

We’re here to help

TIO recognises that we are all likely to experience vulnerability at some point in our lives. This vulnerability may result from life events, such as an illness, natural disaster or loss of income. Other factors may be longer term – such as a disability or financial distress.

We are committed to supporting you through these tough times with flexibility, dignity and care. This means we will make reasonable adjustments and put in place appropriate support measures to take into account these support needs, and provide you with access to flexible options. This may include referring to additional support, such as people or services with specialist training and experience.

We have internal policies and training appropriate to our employees’ roles to help them understand if you may be vulnerable and how we can best support you.

Family violence

If you’re experiencing family or domestic violence, we are here to support you with compassion, respect, flexibility and care.

We understand it takes courage to openly speak about your situation. We have specially trained employees available to work with you to find a suitable, sensitive and compassionate way for us to proceed. We will do this as early as practicable and we will protect your right to privacy.

You can find out about the support we can offer you through our Family Violence Policy

Financial hardship

Financial hardship means situations where you may have difficulty in meeting your financial obligations. TIO has policies and training for employees to help them identify if you are experiencing financial hardship and decide how we may be able to provide support to you.

Mental health

TIO is committed to treating people with past or current mental health challenges fairly. We have a program in place to drive and improve employee awareness and understanding of anti-discrimination laws regarding mental health.

Interpreter service

If you would like to discuss your insurance needs in a language other than English, we have an interpreter service available for 160 languages. Just ask our consultant for an interpreter in your preferred language when you call us on 131 846 and they will arrange this for you, where possible.

If you prefer, you can contact our interpreter service, Translating and Interpreting Service (TIS National) directly on 1300 046 607.

Support person

If you need support from someone else such as a lawyer, consumer representative, interpreter, family member or friend, please let us know and we will work with you to accommodate your request.

Support services

Always call 000 if your or your family members are in immediate danger

1800 RESPECT

Phone: 1800 737 732

Website: 1800respect.org.au

National 24-hour Domestic and Family Violence and Sexual Assault Line.

MENSLINE

Phone: 1300 78 99 78

Website: mensline.org.au

24/7 support, information and referral service for men with family and relationship issues.

Lifeline

Phone: 13 11 14

Website: lifeline.org.au

24/7 counselling and referral service for people in a crisis situation.

Beyond Blue

Phone: 1300 224 636

Website: beyondblue.org.au

24/7 support to people experiencing anxiety or depression.

National Debt Hotline

Phone: 1800 007 007

Website: ndh.org.au

Financial counselling is a free, confidential service to assist people in financial difficulty.

National Association of Community Legal Centres

Website: naclc.org.au

An independent not-for-profit community organisation that provides legal and related services to the public, focusing on the disadvantaged and people with special needs



Support from your bank

Your bank may be able to help provide relief for your mortgage payments or provide other forms of relief.

Utility bills

If you’re finding it tough to pay your bills give your utility company a call because they may be able to assist.

We understand the unique conditions faced in the Territory

TIO is based in Darwin and our strength lies in our solid understanding of the conditions faced within the Territory year after year. Whether that be flood, cyclone or whatever else Mother Nature can throw our way.

Find out more


Talk to a local
Our contact centre and claims teams live and work in the Territory, so we know Territory conditions.
Trusted since 1979
TIO has been delivering a wide range of personal and business insurance products and services to Territorians for over 40 years.