How we can support you

Payment options

If you’re in financial difficulty and are finding it difficult to pay your premium, we can:

Depending on the policy you hold with us, other options may also be available to you. Please contact us to discuss.

Claims excess

If you have a new or existing claim and are unable to pay the excess upfront, let us know and we can:

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:

These measures are also available if one of our debt collectors is already working with you.

Contact us for information about our financial hardship process.

Experiencing urgent financial need

Natural disasters

If you have made a natural disaster claim and are experiencing urgent financial need, let us know us about your situation. We may:

Life insurance claims

If you have a new or existing life insurance claim and are in urgent financial need, let us know about your situation. We may be able to either fast-track our assessment of your claim, or fast-track our decision-making process, as long as you can reasonably demonstrate both of the following:

  1. You are in urgent financial need of the benefit of the claim
  2. Your need is a result of the condition that has caused the claim

Depending on the policy you hold with us, other options may also be available to you. Contact us to discuss.

How to apply for support

If you’re going through financial hardship, please contact us today and talk to us about your situation.

Access to community support services

The National Debt Helpline is a not-for-profit service helping customers get back on track with their finances. They can connect you with professional financial counsellors who offer a free, independent and confidential service.