Our Policies

We are here to help

If you have purchased a general insurance retail product from us, please find our policies below.

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

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

Target Market Determination

A Target Market Determination (TMD) describes the class of customers an insurance cover has been designed for, including the key attributes of the insurance cover and the customers who are eligible for it.

A TMD does not replace the terms and conditions, nor the disclosures made, in a Product Disclosure Statement (PDS). You should continue to refer to the PDS before deciding to purchase an insurance cover.

Read the Target Market Determination. If you are unsure, refer to the PDS.

Translation and teletypewriter services

If you would like to discuss your insurance needs in a language other than English, please call us on 1300 725 154, select option 1 for policy enquiries, and we will arrange this for you where possible.

You can also contact the government translation service, TIS National, on 131 450 (within Australia) or +613 9268 8332 (international).

The National Relay Service is a service provided by the Australian Government. If you find it hard to hear or speak with people who use a phone, you can register to become a user of the service by accessing their website.

Family Violence

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

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

Travel and General Insurance Complaints

Need to make a travel or general insurance complaint?

If you are dissatisfied with our travel or general insurance products or services, we aim to resolve any disagreement as amicably and as quickly as possible. Please lodge a complaint via our Contact Us page or read our Travel and General Insurance Complaints policy.

Find more details about our complaints process.

Financial Hardship

Financial hardship is when you may have difficulty in meeting your financial obligations. Our policies and training of employees assists them to identify if you are experiencing financial hardship and decide how we may be able to provide support to you.

This support could include fast-tracking of claims if you have an urgent financial need, payment options for your claims excess, or putting action to recover an amount from you on hold if we identify you are experiencing financial hardship.

Contact our Claims team
Phone: 1300 725 154

Contact the National Debt Hotline
Phone: 1800 007 007

Modern Slavery Statement

We are committed to ensuring transparency in our business and our approach to addressing modern slavery in every form throughout our operations, supply chains and investments. We expect the same standards from our service providers, suppliers, sub-contractors and other business partners.

Find out more about our Modern Slavery Statement.

Whistle Blowing Policy

Vulnerable Customer Support services

We understand if you are experiencing difficulty and are ready to provide additional support you might need at this time.

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.

Always call 000 if you or your family 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.

Community Legal Centres Australia
Phone: (02) 9264 9595
Website: naclc.org.au
Provides legal services to the public.