Help & Support

Clients in need of extra help and support

We understand that at times our clients can need a little extra help and support, we are committed to looking after your needs with sensitivity, dignity, respect and compassion.

Domestic & Family Violence

Domestic and family violence can happen to anybody and the safety of our clients and their family members affected by family violence comes first. 

If you are in an emergency, in danger or just feel unsafe, please call 000 for Emergency Services.

  • For support and counselling services, please call 1800RESPECT anytime 24 hours a day, 7 days a week. on 1800 737 732.

For more information visit the 1800RESPECT website.

  • Rape & Domestic Violence Services – Call the Rape & Domestic Violence Services anytime 24 hours a day, 7 days a week. on 1800 211 028.

For more information visit the Rape & Domestic Violence Services website.

Financial Hardship

We are committed to supporting our clients who are facing financial hardship. If you are in financial stress and are unable to pay money owed to us or an insurer, please do contact us.

Depending on your circumstances we and/or the insurer may agree to:

  • offer instalment payments
  • delay or extend payment terms
  • put the recovery of monies on hold
  • release your debt (where appropriate)
  • agree with you to pay a reduced lump sum amount
  • deduct an excess from a claim amount (cash settlement), and/or
  • give you access to a financial hardship support team.

To learn more about the options available, please ask us to discuss possible arrangements with your insurer.

Here are some confidential and free financial counselling services providing advice to Australians:

  • Contact the National Debt Helpline on 1800 007 007 (Monday to Friday, 9:30am – 4:30 pm)
  • The ASIC MoneySmart Website

For more information visit the MoneySmart website.

  • IDCare supports Australians with issues relating to misuse of their identity or cyber security. Call 1800 655 556 (Monday to Friday, 8am – 5pm AEST)

For more information visit the IDCare website.

Other information and support services

  • Mensline Australia is a free telephone and online counselling service for Australian men with emotional health and relationship concerns.
    Call 1300 789 97824 anytime, 24 hours a day, 7 days a week..

For more information visit the Mensline website.

  • Lifeline is a national charity that provides all Australians with access to crisis support and suicide prevention services.
    Call 13 11 14 anytime 24 hours a day, 7 days a week..

For more information visit the Lifeline website.

  • Kids Help Line is a free and confidential telephone and online counselling service for children and young adults aged 5 to 25, as well as their parents, carers and teachers. Call 1800 551 800, 24 hours a day, 7 days a week.

For more information visit the Kids Help Line website.

  • Elder Abuse Prevention Unit provides support, referrals and information to Australians who experience, witness or suspect the abuse of an older person by someone the person knows and trusts. Call 1800 353 374(1800 Elder Help) 9am -5pm Monday to Friday.

For more information visit the Elder Abuse website.

  • Q Life Provides anonymous and free LGBTI peer support and referral for people in Australia wanting to talk about sexuality, identity, gender, bodies, feelings or relationships. Call 1800 184 527, 3pm -12pm every day.

For more information visit the Q Life website.

  • Beyond Blue is where you can get information and support for depression, anxiety and suicidal thoughts.
    Call 1300 22 4636 for immediate support available 24 hours a day, 7 days a week.
  • Advocare provides a range of advocacy and information services to assist older people, their families and carers.
    Call 1800 655 566.

Government Support Services

  • Translating and Interpreting Services (TIS National) is a 24/7 interpreting service for people who do not speak English and for agencies and businesses that need to communicate with their non-English speaking clients. Call 131 450

For more information visit the TIS National Services website.

  • The National Relay Service (NRS) is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Voice relay: 1300 555 727 – TTY: 133 677 – SMS relay: 0432 677 767

Get in touch!

Still have questions? There is no need to look further, contact us to find out how we can help.

Contact Us

The information provided on this website is general advice only and does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold an insurance product, you must read the relevant Product Disclosure Statement (PDS), our Privacy Policy Statement (PPS) and Financial Services Guide (FSG). The FSG, PPS and PDS contain important information which will help you understand our services, the way we handle you information and the product including what's covered, what's not covered and whether it is appropriate for you.