How we can support you
We have options to support you if you are experiencing financial hardship, including:
Payment options
If you are in financial difficulty and are finding it difficult to pay your premium, we can offer:
- a policy health check to review your cover
- to extend your payment due dates
- to change your policy from annual to monthly payments
- fast-track payment of your refund if you cancel your insurance
Claims excess
If you have a new or existing claim and are unable to pay the excess upfront, let us know and we may offer:
- instalment payments
- to deduct the excess from a claim in the event of a cash settlement to you
Natural disasters and urgent financial assistance
If you have made a natural disaster claim and need urgent financial support, let us know about your situation. We may:
- fast track our assessment of your claim
- fast-track the process we follow to make a decision about your claim
- provide you with an emergency payment to provide for your immediate needs
Support paying debt owed to us
If you owe us a debt related to a claim event and are unable to pay, you can apply for financial hardship support. Depending on your circumstances we may:
- put the debt recovery on hold
- waive your debt (where agreed)
- agree with you to pay a reduced lump sum amount
These measures are also available if one of our debt collectors is already working with you. Ask for information about our financial hardship support process.