A: Evidence of a serious illness that prevents you from earning an income, evidence of a disability, Centrelink statements if appropriate and/or evidence of your unemployment.
Code of Practice
Q: Can I owe money to an insurer even when I’m not their customer?
A: You can owe a debt to an insurer when you are not their customer – for example, if you cause a car accident and you don’t have insurance, the insurer of the other car can seek payment for the damage from you. If you’re experiencing financial hardship, you can work with the insurer to come up with a repayment arrangement that is affordable for you. This could involve extending the period of repayment and reducing the amount of each payment and/or postponing payments for an agreed period.
Q: I can’t afford the excess for my claim, are there any options available to help me?
A: If you make an insurance claim and due to financial hardship you can’t afford to pay your excess, let your insurer know as soon as possible so that they can discuss options with you.
Q: Can I get help if I am in need for urgent financial assistance under my policy?
A: Yes. If you are in urgent need of the benefits you’re entitled to under your insurance policy and your insurer is satisfied that you are in urgent financial need, they will either fast-track your claim, and/or make an advance payment to you within five business days.
Q: What is financial hardship?
A: Financial hardship means you are having difficulty meeting your financial obligations to your insurer.
Q: Are there standards for insurers when dealing with customers who may be experiencing mental ill health?
A: Yes, insurers will treat people with any past or current mental health condition fairly and comply with the Disability Discrimination Act 1992.