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.
Code of Practice
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.
Q: I need an interpreter to communicate with my insurer, can they help?
A: Yes, where practicable, your insurer will provide access to an interpreter if you ask them or if they need to communicate effectively with you. On their website there will be an easy to find link to: information on interpreting services; teletypewriting services; products that have been translated into other languages; and any other relevant information for people with language barriers.
Q: Are there support measures to help me if I need additional support?
A: Yes, your insurer will work with you and try and find a suitable, sensitive and compassionate way to proceed. This could include making it easier for you to communicate with them, referring you to a financial counsellor or an appropriate community support service or recognising a support person, for example: a lawyer or a friend.
Q: Can my insurer offer support if I am affected by family violence?
A: Yes, your insurer will have a publicly available policy on how they support their customers. This will be located on their website.
